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

[accordion-themepoints]

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.