QUALITY AND PATIENT SAFETY

The JFL Patient Advocacy Program is designed to safeguard the autonomy and dignity of our patients. The Patient Advocate is here to act on the patient’s behalf within the hospital structure and to provide patients with the support, information and skills necessary to act on their own behalf, whenever possible. It is the policy of the JFLH to provide a system whereas patients and their families can voice concerns or compliments about the quality of care, to include but not limited to perceptions over care received or relating to premature discharge.

Typically, the Patient Advocate visits all newly admitted patients on the Medical, Surgical, Pediatric, and Post-Partum Units. The Patient Advocate is here to ensure that your stay with us is pleasant and comfortable. All patients, including parents or guardians of pediatric patients, are asked to complete a satisfaction survey prior to discharge from the hospital. The survey is used by the Administration to determine areas where we can improve to ensure excellent patient care and satisfaction.

CHAPLAINCY PROGRAM

At JFL, we are just as concerned about your spiritual well-being as your physical and mental health. As a result, to serve the patient’s spiritual needs, the Hospital encourages pastoral care to patients. Upon request of the family or relatives, the Chaplains offer support to family and relatives in the event of a patient’s death, or in any other crisis situation. Visitations are made on a regular basis, as requested. Please note that all Chaplain Services in the Psychiatric Unit must be authorized by the attending psychiatrist and will be subject to special instructions from the nurse in charge of the unit.

HOSPITAL ROOMS

HOSPITAL ROOMS

Once you have been admitted, you will be assigned a room. Rooms are assigned based on your medical diagnosis and the availability of resources to attend to your needs. Upon settling into our room, the nursing staff will explain the features of your room.

In most standard rooms, some of the amenities you will find are a telephone, Cable TV and nurse call system. The following is a brief description of each:

Telephone Services: Each patient’s room is equipped with a telephone in order to communicate with family
and friends during their stay at the hospital. The telephone is located on the night stand with the extension
for the bed noted on the phone. The main hospital number to call is (340) 778-6311. Our operators will be
happy to connect your family and friends to the patient’s room, or if you know the patient’s room
number/extension, you can use the automated telephone system.

Cable Services: Each room is equipped with a television with cable access. Look at Channel #3 for featured
hospital information.

Call System: Next to each bedside and in the restroom there are nursing calling systems installed, so that
our friendly nursing staff can assist you as needed.

If there is anything else we can do to make your stay more comfortable, please feel free to contact a nurse or the Patient Advocate.

PATIENT’S PERSONAL ITEMS AND VALUABLES

JFLH accepts no responsibility for the personal property of patients officially admitted to our inpatient services. Patients are encouraged to leave personal items and valuables at home. During your visit or stay, there will not be a need to bring jewelry or other valuable items to the hospital. Cash should be limited to no more than $5.00 in currency or coins.

Patients are encouraged not to acquire and accumulate personal property while in the hospital. Personal property acquired by the patient during their stay in the hospital is the responsibility of the patient or their duly authorized representative.

CASE MANAGEMENT

CASE MANAGEMENT SERVICES

At the Governor Juan F. Luis Hospital & Medical Center (JFL), the nurses, doctors and other members of the interdisciplinary team work together to manage your recovery. Coordinating their efforts is the case manager, who “works behind the scenes” to make sure everything goes according to plan.

MEETING YOUR CASE MANAGER

Shortly after being admitted you will have the pleasure of meeting your case manager. Your case manager will be available to you and your family throughout your hospital admission. A case manager can be nurses, social workers or other healthcare professionals. If you would like to see a case manager and one has not visited, please call the Case Management Department.

YOUR CASE MANAGER…

COORDINATES CARE WITHIN THE HOSPITAL

As a patient admitted to the hospital, you may receive different services, such as tests, evaluations and treatments. Your case manager coordinates your care so that a collaborative approach is taken to ensure your health and comfort. Case managers take the lead in ensuring all healthcare disciplines meet on a regular basis to discuss your progress and discharge plan.

HELPS YOU MAKE DECISIONS REGARDING YOUR CARE

Your case manager will explain your available options and will help you to understand the healthcare system. In those instances where a patient and family are indecisive about the plan of care, Family Care Conferences will be held with the patient/family representative and an interdisciplinary team. During this conference, the JFLH interdisciplinary team will listen to any concerns you may have while assisting you to develop a plan of care in preparation for a safe discharge. We will ask you to think about your healthcare goals, doctor’s instructions, support persons, follow up care, available resources, and insurance coverage.

WORKS WITH YOUR INSURANCE PROVIDER

Your case manager works with your insurance provider and physician collaboratively to ensure the services you require are covered. Types of insurance include Medicare, Medicaid, veterans and private insurances, such as CIGNA and Blue Cross/Blue Shield. Your case manager coordinates health insurance benefits and obtains approvals while you’re in the hospital and arranges for your discharge.

ARRANGES CARE FOR WHEN YOU LEAVE THE HOSPITAL

Your doctor will decide when it is safe for you to leave the hospital and your case manager will coordinate the services needed after discharge. If you are not going home, you will be transferred to an acute care facility, rehabilitation center, skilled nursing center, or assisted living facility. If you are going home, your case manager can arrange for medical equipment, home health, hospice, transportation and other healthcare services in your home. Remaining in the hospital until an opening arises is not an option. Your insurance will not pay for you to remain in the hospital beyond the discharge date once you are equipped for discharge.

SERVICES WE CONSIDER WHEN PLANNING YOUR DISCHARGE

ISLAND TRANSFER

In instances where the care you require cannot be provided at the Governor Juan F. Luis Hospital & Medical Center, an order to transfer will be written by your physician. During this process, the physician will inform you of the need for off island services at the nearest facility and a case manager will facilitate the process by collaborating with the receiving facility, air ambulance provider and your insurance provider to expedite the process.

REHABILITATION

Your case manager will work with your insurance company to see if your admission to a rehabilitation facility would be covered. If yes, we will assist you.

SKILLED NURSING AND ASSISTED LIVING (PERSONAL CARE) FACILITIES

We will give you a list of facilities and encourage you or your family members to visit the ones that interest you. If the facility you prefer does not have an opening, you will need to choose another one. You may not remain in the hospital until an opening arises unless you are willing to pay the daily hospital rate. The cost of staying in assisted living facilities is not covered by Medicare or most private insurance plans. However, some long-term care insurance policies do cover the costs of assisted living or skilled nursing facilities. Your case manager can help you with insurance questions.

HOME HEALTH CARE

Your insurance may cover healthcare services in your home. Typically, services provided are dependent upon your needs and the agency will make a determination. These might include nursing, physical, occupational and speech therapy, home health aide service or medical social work. To receive home care coverage, Medicare and most private insurances require that you are homebound.

HOSPICE

Hospice provides home health services and support to individuals who have been diagnosed with a terminal disease or are living with a life-threatening illness.

MEDICAL EQUIPMENT

Your case manager can help you obtain necessary medical equipment, such as a wheelchair, walker, hospital bed or oxygen depending on your insurance, condition or prognosis.

REFERRAL TO GOVERNMENT AND COMMUNITY RESOURCES

Your case manager will provide you with a resource list and will submit referrals to programs; you may qualify for such as Meals on Wheels, homemaker services and medical assistance. Your case manager can inform you of these services and can send in referrals so that you can receive assistance.

WHILE YOU ARE AT THE GOVERNOR JUAN F. LUIS HOSPITAL & MEDICAL CENTER

Case managers work seven days a week from 8:00 am to 5:00 pm. In emergencies, contact the operator and ask to speak with the case manager. Our goal is to help you leave the hospital in a timely manner. Please arrange for a family member or close friend to give you a ride. Let your case manager know if you do not have a means of transportation from the hospital to home so services can be pre-arranged.

AFTER YOU ARE DISCHARGED

Case management services are available after you leave the hospital. The discharge navigator will contact you after discharge within 72 hours and will follow up regarding any concerns you may have and can connect you with services available in the community even after you leave the hospital. We will give you the names and telephone numbers of people to contact, explain what you might be entitled to receive and help you complete forms. For assistance, please contact the Case Management Department.

PATIENT RIGHTS

All patients admitted to JFL will receive an information package which includes a written copy of the hospital’s statement of Patient’s Rights and Responsibilities and Insurance Notice. The package also includes information on our process of addressing your complaints and/or concerns. This information is also available to you throughout your stay. Additionally, copies of the Patient’s Rights and Responsibilities documents are posted in public areas accessible to patients and their visitors.

HIPPA

Do you know your rights as a patient? As a patient it is important for you to understand that you have rights regarding the privacy and confidentiality of your health information. HIPAA, better known as the Heath Insurance Portability and Accountability Act, is a law that mandates how your health information is accessed, used and disclosed as well as what rights you as the patient are entitled to. Included in the HIPAA law is information about: Hospital Privacy Notice. Disclosures of health information to agencies outside of the hospital. Patients privacy rights. Use of your health information. Who has access to your health information. If you have more questions about your rights as a patient, would like more information or have a confidential privacy complaint, please feel free to contact the Office of Corporate Compliance at (340)778-6311, ext. 2728. Privacy, it’s your RIGHT! Please note that at JFL we keep your information confidential. We will ask about your medical history, personal life and treatment as part of your routine care. This information is needed to care for you properly, and like the staff working at JFL, they must follow a strict code to keep your details confidential.

INFORMED CONSENT

It is the policy of JFLH to request that patients who present themselves for care provide an authorization for treatment by completing a Consent form. The details of the form will be explained to the patient as the document is a formal request for treatment. In the event that procedures (i.e. surgery or special diagnostic test) or additional consent forms are necessary, your admitting physician and/or the surgeon/diagnostician, will be present to explain. However, it is the right of the patient to refuse to sign the request for treatment or Consent form. In that event, the admitting physician will be called and may authorize the admission if he/she feels that refusal will be immediately detrimental to the patient.

ADVANCED DIRECTIVES

JFL respects and encourages patient self-determination. Patients will be encouraged to be active participants in the decision making process regarding their care through education, inquiry and assistance, as requested. Patients will be encouraged to communicate their desires in regard to advance directives to their spouses or significant others, to allow for guidance of health care providers in the event that the patient becomes incapacitated, rendering them unable to make decisions. Therefore, to assure that the treatment decisions are those specified by the patient, (whether expressed by the patient or made by a surrogate acting for patient) and to assure compliance with the Virgin Islands Uniform Rights of the Terminally III Act of 1993 (Act No. 5894) and in accordance with the Federal Law, Patient Self –Determination Act of (42 U.S.C., Section 1395 cc (a), JFL recommends that patients execute advance directives with the assistance of their family attorney. We are committed to working with patients and their families to assure that the decisions regarding treatment options are made in keeping with the current ethical, legal and clinical standards, and in an atmosphere of respect and caring.

WE ARE HERE FOR YOU…

We are here to serve you and your family. We want to make your visit or stay with us as comfortable and worry-free as humanly possible. We pride ourselves in providing the best possible care available. That is why we welcome your comments on services that are provided. Remember, this is your hospital.

As a patient, it is your right to expect…

Information about pain and pain relief measures. A concerned staff committed to pain prevention. Health professionals who respond quickly to reports of pain. State-of-the-art pain management.

As a patient, we expect that you…

Ask your doctor or nurse what to expect regarding pain and pain management. Discuss pain relief options with your doctor or nurse. Work with your doctor and nurse to develop a pain management plan. Ask for pain relief when pain first begins. Help the doctor and nurse measure your pain. Tell the doctor or nurse if your pain is not relieved.

Patient and family involvement

Consenting to treatment (Informed Consent) Making decisions about your care (lSpeak UP) Managing pain effectively. (Pain Management) Resolving dilemmas about care decisions. (refer to Advocay Menu) Providing JFL with your advancedirectives.(Advanced Directives)

MEDICAL SPECIALTIES

  • PHYSICAL THERAPY

    physical

    The Physical Therapy Department provides services to in/out patients who have suffered impairments, functional limitations, and disabilities resulting from injuries, disease or other causes which have decreased their level of function. The ultimate goal of physical therapy is to improve or restore patient physical performance to their optimal level of function. The Physical Therapy staff is duly licensed to practice in the U.S. Virgin Islands. A Physical Therapist’s role is to evaluate and prepare a plan of care appropriate for the treatment of each patient. Another role is to educate patients and family members in restoring patient health care.

    TYPES OF PATHOLOGY SEEN ARE:
    • Musculoskeletal Injures: Sprain, strains, low back and neck injuries, fractures, and patient post-surgery.
    • Neuromuscular Dysfunctions: Patients with loss of balance, hemiplegia, hemiparesis, traumatic brain injuries, and spinal cord injuries.
    • Cardiovascular/Pulmonary Dysfunctions: Congestive heart failure, diabetes, obesity, asthma, arthritis and other disorders of the heart.
    • Integumentary: Amputations, crushing injuries to extremities, burns, and scar formation.

    SERVICES PROVIDED:
    • Physical Agents: Hot/cold pack, ultrasound, electrotherapy, cervical and pelvic/lumbar mechanical traction (as appropriate to diagnosis).
    • Procedures: Therapeutic exercises, functional activities in self-care, gait training, (crutches, cane, walker), and manual therapy techniques as appropriate to diagnosis.

  • DIAGNOSTIC IMAGING

    physical

    The Diagnostic Imaging (Radiology) Department has a compliment of resources which provide our patients with the best outcomes available. The staff is dedicated, the processes are clearly defined and the technology is impressive, thus, affording digitizing and remote access capabilities. As a result, the department offers general radiology studies to our inpatients and outpatients for the following modalities:

    • BE(Barium Enema) Large Intestine/ Colon study
    • Computed Tomography (CT)
    • Esophagogram(esophagus study)
    • Fluoroscopy
      •  General
      •  Gastrointestinal
    • Hysterosalpingogram
    • Infertility Study
    • Nuclear Medicine
    • Open magnetic Resonance Imaging (MRI)
      •  MRI (MR Imaging)
      •  MRA (MR Angiography)
    • Radiography (X-Ray)
    • Ultrasonography
      •  Abdominal (Liver,GB, Pancreas, Kidneys, Spleen, Aorta, etc.)
      •  Gastrointestinal
      •  General
      •  Gynecology and Obstetric (OB/GYN) Sonography
      •  Neonatal Head Sonograpy
      •  Obstetric
      •  Prostate
      •  Sonomammogram (Breast sonogram)
      •  Thyroids, Testicular
      •  UGIS( Upper Gastrointestinal Series) Stomach
      •  Vascular Doppler
    • Women’s Imaging Suite
      •  Mammography
      •  Bone Density

  • GENERAL MEDICINE

    Internists are imperative to the diagnosis and nonsurgical treatment of a range of illnesses and diseases in adults, and provide a more extensive primary care. They are trained to diagnose and treat more complex illnesses, including a wide range of multi-system diseases. Our internists work with you to coordinate all your health needs so that you can have access to the care and information you need to get better. They care for hospitalized and ambulatory patients who are typically severely ill. Our skilled physicians combine their extensive training and experience to choose a treatment plan that best suits your individual needs.

    Internists are not limited to one specialized area of medicine, and instead address the overall health of adults. They tend to care for a patient throughout the various stages of their lives, and may acts as a primary care physician. They treat internal disorders, such as diabetes, heart disease, or problems in the gastrointestinal tract. They also treat common health problems, such as infections, illnesses, or chronic diseases. They monitor the patient’s condition and refer patients to specialists if necessary.

  • PHARMACY

    The pharmacy at JFLH is an important part of the health care team that manages the dispensing of prescription medications to those suffering from temporary or ongoing conditions. We are dedicated to our patients and provide the most effective and necessary medications to help them recover quickly.

    We not only dispense medications, but we also provide knowledge and information for our patients. We explain to them the purpose of their medication and help ensure that the patient remains safe and healthy while taking it. We maintain orderly medical records, medical history information, and medical orders. All of this is done with the hope that our patients will have the most ease and comfort during this difficult time.

  • PAIN MANAGEMENT

    JFLH is committed to providing our patients with quality medical services. For your convenience, all patients admitted to JFL will receive an information package containing a statement regarding Patient’s Rights and Responsibilities, and an Insurance Notice. There is also information pertaining to any complaints or concerns you may have. Copies of these documents are also posted in various areas throughout the hospital.

    At JFLH, we encourage diversity and acceptance. To make our patients feel more comfortable, we have employed a staff with many different backgrounds. They speak diverse languages, including American Sign Language, Arabic, Chinese, Danish, Dutch, French, German, Hindu, Patois, Portuguese, Russian, Spanish, and more.

    To assure that our patients’ wishes are followed in regards to their care, we recommend that patients execute advance directives with the assistance of an attorney. In the event that the patient becomes incapacitated, their decisions will still be respected and they will receive the ethical and legal rights they are due.

    As a patient, you are entitled to rights regarding the confidentiality of your health information. HIPAA, also known as the Heath Insurance Portability and Accountability Act, is a law that explains how your health information is accessed, used, and disclosed. HIPAA dictates matters regarding certain topics such as Hospital Privacy Notice and Patients privacy rights. If you would like more information, please contact the Office of Corporate Compliance at (340) 778 – 6311, ext 2728.

    Patients that visit JFLH are asked to complete a Consent form authorizing treatment. The form is explained to the patient, and it is the patient’s decision whether they choose to sign the request for treatment. If additional consent forms are necessary, such as in the event of surgery or special procedures, the admitting physician or surgeon/diagnostician will explain. If the patient refuses to sign the Consent form, the admitting physician may authorize the admission if they feel that it is vital to the patient.

    Once you have been admitted, a room will be assigned to you based on your medical diagnosis and any specific resources needed for your treatment. Most standard rooms will have a telephone, Cable TV, and nurse call system.

    Each patient’s room has a telephone so that you can easily communicate family and friends during your stay at the hospital. The telephone is located on the night stand and the extension number is on the phone. The main hospital number to call is (340) 778-6311. Our operators can connect family and friends to a patient’s room or you can dial the extension to be automatically connected.

    Each room is furnished with a television with cable access. Channel #3 lists featured hospital information for your convenience.

    Each patient’s bedside and restroom are equipped with a nursing calling systems, so that our nursing staff can assist you.

    JFLH does not assume responsibility for the personal property of patients admitted to the hospital. Patients are discouraged from bringing valuables or excess cash during their stay.

    The Emergency Department (ED) services all of St. Croix, and attends to pediatric and adult patients seeking emergency services. The ED team responds to incidences including trauma, emergency cardiac care, emergency respiratory care, anaphylactic responses, acute abdomen, acute renal crisis and general signs and symptoms of sepsis and infectious diseases. ED also delivers care in regards to obstetrical and gynecological conditions. Our staff is certified in trauma and advance life support in order to better serve the community.

    The ED Fast Track subdivision provides care to less severe emergency room patient as well. They also provide psychiatric and behavioral health services for the general community.

  • CARDIOVASCULAR

    Our hospital provides the highest quality of cardiovascular prevention and treatment. We strive to give our patients the best care so that they can recover and live fulfilling lives. Our services include:

    • Diagnostic Testing (EKG, Echo, Nuclear Medicine, Stress Testing, Cardioversion, Tilt Table Testing, Transesophageal Echo, Dobutamine Echo, Pacemaker & Defibrillator interrogations, Coronary and Peripheral Angiograms)
    • Invasive Services (Internal Cardiac Debrillator Implantation, Permanent Pacemaker Implantation, Fistulagrams, Venograms, AV Graft Thombectomies, Coronary & Perpheral Thrombectomies, Intra-Vascular Ultrasound, Intra-Aortic Balloon Insertion, Fractional Flow Reserve Measurements)
    • Cardiac Rehabilitation Services (Exercise Testing, Preventative & Post Myocardial Event Care, Smoking Cessation Assistance, Risk Factor Analysis/Stratification and Reduction, Nutritional Counseling, Exercise Management, Telemetry Monitoring, Weight Loss Assistance Program)
    • Emergency Services & Acute Inpatient Care
    • Cardiac Education
    • Vascular Access Program

  • LABORATORY

    Our Laboratory and Pathology department plays a crucial role in the prevention, diagnosis, and treatment of our patients. We manage an accredited laboratory that provide a vast range of services. Laboratory services include:

    • Blood Gases – To determine the pH, oxygen and carbon dioxide levels of blood
    • Chemistry/Special Chemistry – Analytical chemistry deals with detection (qualitative analysis) and determination (quantitative analysis) of substances in body fluids such as, serum, plasma, urine and blood. This portion of the laboratory includes chemical, spectrophotometric, immunochemical and immunoassay methods.
    • Coagulation – To determine the clotting ability of a person’s blood.
    • Hematology – To determine and monitor various conditions, such as anemia, leukemia, infection, cancer, etc.
    • Microbiology – To identify organisms causing disease, and determine appropriate antibiotics for treatment.
    • Therapeutic Drug Monitoring – To determine blood levels of various drugs used to treat diseases (e.g. dilantin, phenobarbitol digoxin, etc.)
    • Transfusion Services – To determine a person’s blood type, identify antibodies, and crossmatch blood for transfusions.
    • Urinalysis/Clinical Microscopy – To analyze urine and other body fluids for chemical and cellular components that aid in the diagnosis of disease.
    Our Anatomic Pathology service, for determining disease and cause of death, are:
    • Surgical tissues, biopsies, frozen sections
    • Cytology, bone marrow studies, body fluids
    • Autopsies

  • NUTRITION

    The Nutrition Services department is staffed seven (7) days a week and works proactively with the hospital’s Administration, the medical staff, nursing, and other departments to meet the nutritional needs of patients and retail customers.

    • On a daily basis the department plans, prepares and serves nutritious and appetizing food to patients, personnel, and visitors.
    • The department plans, organizes, and directs all phases of the dietetic operation, which includes: menu planning, food preparation/service, budget planning, cost control, administrative
    record keeping, medical nutrition therapy, quality improvement, appraisal of personnel requirements, and safety and sanitation programs.
    • The Department keeps abreast of advances in food service equipment, food preparation methods, and all aspects of nutrition guidelines.
    • While the predominant focus is on patient services, the department also operates meal service for employees and outside visitors.
    • Registered Dietitians are available on-staff for inpatient care.
    • The department follows HAACP guidelines to ensure that proper food handling guidelines are followed.
    • Special function/catering services are available for hospital and private activities on a pre-scheduled basis.

    The Department’s regular operating hours are 5:00 a.m. to 7:00 p.m., seven days a week.

    HOURS OF OPERATION
    Patient service hours are as follows:

    Breakfast:   7:30 – 8:30 a.m.
    Lunch:       11:30 – 12:30 p.m.
    Dinner:      4:30 – 5:30 p.m.

    Retail:
    *The Tropical Treats Cafe’ is temporarily closed for renovations to better serve you.

Patient Testimonials

“From the nursing staff, the maintenance staff, all the way up to doctors, Juan Luis Hospital has a real commitment to quality care for our community and their patients.”
– Elizabeth Farchette

“What this hospital did for my wife who was suddenly struck with shingles in her left eye, from the doctors down to all the nurses, was outstanding!”.
– Al Fenner

“My daughter was born at 25 weeks, one pound and 13.4 ounces and stayed right here at the Gov. Juan F. Luis Hospital’s NICU.The care that the doctors, nurses and entire staff provided, made it comfortable enough for me to leave at night and return the next day knowing that they’re properly equipped and knowledgeable enough to take care of my daughter.”
– Lakeisha Iles

QUALITY AND PATIENT SAFETY

The JFL Patient Advocacy Program is designed to safeguard the autonomy and dignity of our patients. The Patient Advocate is here to act on the patient’s behalf within the hospital structure and to provide patients with the support, information and skills necessary to act on their own behalf, whenever possible. It is the policy of the JFLH to provide a system whereas patients and their families can voice concerns or compliments about the quality of care, to include but not limited to perceptions over care received or relating to premature discharge.

Typically, the Patient Advocate visits all newly admitted patients on the Medical, Surgical, Pediatric, and Post-Partum Units. The Patient Advocate is here to ensure that your stay with us is pleasant and comfortable. All patients, including parents or guardians of pediatric patients, are asked to complete a satisfaction survey prior to discharge from the hospital. The survey is used by the Administration to determine areas where we can improve to ensure excellent patient care and satisfaction.

CHAPLAINCY PROGRAM

At JFL, we are just as concerned about your spiritual well-being as your physicl and mental health. As a result, to serve the patient’s spiritual needs, the Hospital encourages pastoral care to patients. Upon request of the family or relatives, the Chaplains offer support to family and relatives in the event of a patient’s death, or in any other crisis situation. Visitations are made on a regular basis, as requested. Please note that all Chaplain Services in the Psychiatric Unit must be authorized by the attending psychiatrist and will be subject to special instructions from the nurse in charge of the unit.