During Your Stay

Your Private Room

Your private room features many qualities to ensure your safety and a home-like ambiance. Your room includes a private bathroom, television, telephone, and complimentary Wi-Fi access. Your room also features a large lanai door for natural light. Your lanai door is locked for your safety and security; however, your nurse may have your door unlocked upon your request. Please be aware there may be times when your lanai door may not be opened.

To contact a nurse, there is a call button located at your bedside. When you press this button, the nursing station is notified that you need assistance, and a staff member will respond as soon as possible.

The temperature in your room is individually controlled for your comfort. If you find it too warm or cold, please notify the nursing staff.


Your Dining Experience

Wholesome, nourishing and well-balanced meals are an important part of good health. We strive to provide nutritious meals to best support your recovery. Depending upon your medical requirements and physician’s direction, you may receive tailored menus. A menu with your daily meal options will be placed on your breakfast tray each morning. A member of our Nutritional Services staff is happy to assist you in making meal choices or with special requests. Please contact them by dialing ext. 44850.


Telephones

Family and friends may reach you by calling the hospital operator at 808-885-4444 and asking to be connected to your room. Incoming calls will be routed through the nurses’ station at night from 10 pm to 7 am to ensure that your rest is not disturbed.

  • To call within the hospital, dial “4” and the 4-digit extension
  • To place a local call dial “9“ then the number
  • To dial another Hawaiian Island, dial “9” + 808 + 7-digit number
  • To place a long distance call, dial “0” to reach the operator for assistance. Please let the operator know how you wish to pay for the call; long distance calls cannot be charged to your room. 

 

Internet

Complimentary Wi-Fi is available throughout the hospital. Please agree to the terms and conditions once prompted in order to access the internet; a password is not required. Please contact your nurse if you have questions.

Leaving Your Room

If you would like to leave your room and unit, please check at the nurses’ station to make sure your doctor has given approval and to let staff know where you can be reached. It is important to stay in your room until your doctor has made rounds and necessary treatments have been completed.

Hale Mana‘Olana Chapel

Meaning “House of Hope”, our chapel is located at the end of the main hallway and offers a quiet place of solitude and prayer. Religious scriptures and books from numerous spiritual practices are available.

Spiritual Support

Through the support of volunteer community chaplains, North Hawaii Community Hospital offers spiritual comfort to help you and your family through prayer, nurturing conversation, guidance and support. Please contact your nurse to take advantage of this complimentary service.

Advance Directives

Advance directives are documents that state your choices about medical treatment or name someone to make decisions about your medical treatment if you are unable to make these decisions yourself. They are called “advance” directives because they are signed in advance to let your physician and other healthcare providers know your wishes concerning medical care.

These documents include a living will or power of attorney. If you have completed these documents, we will place a copy in your chart to ensure that your medical providers follow your wishes. If you have not previously completed these documents, our Case Management and Social Work Representatives are happy to explain them and help you fill them out. For more information, please contact your nurse.

 

PATIENT SERVICES

Video Library

Your room is equipped with a DVD player. Entertainment and educational videos are available to check out for viewing in your room. Please contact your nurse to take advantage of this complimentary service.

Mail

Letters and packages are delivered daily. If you wish to send a letter or card, stamps may be purchased from the Gift Shop located in the hospital lobby. Outgoing mail may be left at the nurses’ station or given to a volunteer.

Newspapers

Newspapers are delivered daily. To request a newspaper, please contact your nurse.

Email

Your friends and family can send you an e-card for free. Visit our website at www.NHCH.com and click on “Send an E-Card.” Messages are delivered daily Monday through Friday.

For the Hearing Impaired

Please contact your nurse if you are hearing impaired and need a TDD (Telecommunication Device for the Deaf).

Interpreters

If you or a family member would like an interpreter, please let your nurse know. If you have difficulty understanding, hearing or reading, please let us know and we will provide communication aids.

 

YOUR HEALTHCARE TEAM

We recognize your ‘ohana, your family, is an important part of your healing process and welcome their involvement and support throughout all aspects of your stay.

The physician who admitted you is responsible for directing your care while you are in the hospital. If you were admitted by someone other than your primary care physician, your plan of care will be coordinated by a Hospitalist physician.

Your primary caregivers during your stay will include physicians who order exams and treatments, nurses who monitor your condition and administer medications, and nurse aides who check your vital signs and help you with personal needs such as dressing and getting out of bed. Depending on your individual care plan, you may see other caregivers such as a dietitian, physical therapist, case manager, social worker, nurse manager or physician consultants.

 

What Is A Hospitalist?

A Hospitalist is a physician who specializes in caring for patients in the hospital. A Hospitalist’s primary focus is internal medicine, which involves the medical care of a patient from the time of admission until the patient leaves the hospital. We have several Hospitalist physicians at North Hawaii Community Hospital, which means you may have more than one Hospitalist managing your care during your stay. A Hospitalist will review your medical records, consult with your primary care physician, and perform a comprehensive history and physical after admission. A Hospitalist will coordinate your medical care during your stay and is available to spend the necessary time with you and your family.

 

Rapid Response Team

Families are an important part of the medical care team and your family member knows you better than anyone. With this in mind, we have developed a medical emergency team, much like 911, here in the hospital. This team is called the Rapid Response Team. In case of an emergency, ask a nurse or doctor for assistance, or call x2222 for the Rapid Response Team.

 

Additional Caregivers and Personnel

During your stay you may be visited by many other healthcare professionals and hospital personnel. In addition, the North Hawaii Community Hospital ‘ohana includes many behind-the-scenes workers, such as accountants, engineers, housekeepers, food service workers and others who all contribute toward your well-being during your stay. All hospital personnel can easily be identified by their hospital-issued name badge. Some of these healthcare professionals and hospital personnel may include:

 

Social Services

Our Social Services staff is available and trained to help patients and family members deal with financial, social and emotional concerns related to illness or hospitalization. Members of the department work with patients and families to help coordinate long-term illnesses care and rehabilitation and are involved in discharge planning.

 

Patient Accounting

A representative from the Patient Accounting Department can answer questions about your hospital bill and help you understand financial policies and billing procedures. You may contact Patient Accounting by calling ext. 44610 Monday through Friday from 8:30 am to 4:00 pm.


We invite you to sign up for MyChart to use the internet to help manage and receive information about your health. MyChart gives you convenient and secure online access to portions of your health record. To learn more and to sign up, visit mychart.queens.org.

 

 

FOR YOUR FRIENDS AND FAMILY

Visiting Hours

Visitors are welcome between 8:30 am and 8:30 pm. A loved one may stay overnight with prior approval from the Unit Supervisor and will be issued a name tag to be worn at all times during after-hour visitation. One adult family member is required to stay with pediatric patients. Children 12 and under must be accompanied by an adult at all times. Visitors under the age of 18 are not allowed to stay overnight. Please let your nurse know if you would like to request specific “quiet times” with no visitors or limited visiting time. Please respect the privacy of others and keep noise to a minimum.

 

Waiting Rooms

We have four ‘ohana (family) waiting rooms throughout the hospital, with Haleakala ‘Ohana Room #323, located in Medical-Surgical Unit, that includes a kitchenette, TV, piano and couches for families to gather and prepare meals.

 

Designate a Loved One

The emotional support of a loved one is an important part of the healing process. Any personal information about your diagnosis and treatment must come from your physician, and this information is only available to those designated by you to receive it. We invite you to designate a person(s) whom you would like to participate in as much of your care as you and he/she would like. Please let your nurse know who you would like to designate so this information can be documented in your medical record.

 

Dining Options for Visitors

Your guests are welcome to join you for meals and may purchase their meal from the hospital café or bring food in from the outside.

 

Café Hours

Breakfast from 6:30 am to 9:00 am Monday through Friday
Lunch from 11:00 am to 1:30 pm daily
Dinner from 5:30 pm to 6:30 pm Monday through Thursday

To place an order, please dial ext. 44854. Vending machines for snacks and beverages are located in the Café and outside the Emergency Room entrance and are available 24 hours a day.

 

Gifts for Patients

Visitors should check with the nurse before bringing gifts of food or drink to a patient, as the patient may be on a special diet. If a patient is in the Critical Care Unit, please check with the unit staff before bringing any gifts, as flowers and certain foods are not allowed. Our Critical Care Unit staff can be reached at ext. 44780.

 

HOLISTIC CARE SERVICES

Many ancient healing traditions believe that wellness exists when the body is balanced physically, emotionally, mentally and spiritually. Conventional (western) medical treatments and complementary treatments help achieve that balance by creating an environment that supports the patient’s personal needs. To help meet our vision of treating the whole individual – mind, body and spirit - we offer you the following holistic services at no charge:

 

Healing Touch and Reiki

A “laying of hands” helps patients become more relaxed. These energy sessions clear, energize, balance and promote well-being on the physical, emotional, mental and spiritual levels. Healing Touch and Reiki promote relaxation and sleep and facilitate the body’s natural ability to heal. Friends and family are welcome to stay and participate in the sessions if desired.

 

Prayer Blanket Ministry

Colorful lap blankets are sewn by community members, blessed by local churches, and given to the patients. Filled with heart-centered prayers and positive intentions, these blankets are for patients to keep.

 

Pet Therapy

Special pet therapy animals, accompanied by their volunteer handlers, make visits to patients throughout the hospital with an abundance of aloha to share!

 

Aromatherapy

Patients are offered specially selected essential oils for relaxation, alertness, nausea, and upset stomach. A few drops are applied to a cotton ball and then taped to the patient’s gown at shoulder level.

 

Oshibori

Oshibori, “hot towel” in Japanese, is a complimentary service offered during the week to patients, family members and visitors. Patients may request a few drops of essential oil be placed on the hot towel, which is then placed on the neck or held in ones hands. The warmth and pleasant scent bring comfort and relaxation.

 

The CARE Channel (Channel 2)

The CARE (Continuous Ambient Relaxation Environment) channel provides 24 hours of peaceful nature scenes with beautiful music. This unique daytime and nighttime imagery supports the circadian rhythm, enhancing sleep and reducing the negative impact of hospital noise.

To make arrangements for a complimentary holistic care service, please call ext. 44416 or contact your nurse.

 

FOR YOUR SAFETY AND SECURITY

Before entering your room, your guests should talk with your nurse to find out if they need to take special precautions. Personal protective equipment, such as gloves, masks and gowns, is available from your nurse.

Guests and caregivers should always wash their hands or use hand sanitizer before entering your room and immediately after leaving. Remind your guests they should wash their hands for at least 15 seconds before eating and after using the bathroom.

 

Smoking Policy

North Hawaii Community Hospital is a tobacco-free campus. Tobacco use, including cigarettes, cigars, pipes, chewing tobacco and electronically-operated cigarettes, is prohibited on campus and in vehicles in our parking lot. If you are a smoker, staff will make every effort to assist you in making the adjustment not to smoke during your stay. Aids to help in quitting smoking are available.

 

Oxygen

Special regulations are in effect in areas where patients are receiving oxygen. Electrically operated equipment and aerosol products are not permitted in these areas.

 

Valuable or Lost Items

Please do no bring valuables to the hospital. Upon admission, you may be asked to submit an inventory of your possessions. If you have a valuable item, we recommend it be deposited in the hospital safe. You will be given a written receipt, which must be presented at discharge for you to retrieve your valuables. The hospital does not accept responsibility for items of value unless they are deposited in the safe or if the maximum value of an item exceeds $500.

If you lose an item during your stay, please notify your nurse immediately. Unclaimed articles are turned in to Housekeeping, where they are kept for 30 days. To inquire about lost articles, please call Housekeeping at ext. 44860.

 

GOING HOME

The physician in charge of your care will work with you, your nurse and your case manager to plan for your discharge from the hospital. The day of discharge can be busy. The following questions may help you prepare:

  • Who will pick me up from the hospital?
  • Who will retrieve my belonging stored in the hospital safe? 
  • What will I wear when I am discharged?
  • How will I get my prescriptions filled?
  • Do I have questions about my medicines or care at home?
  • Do I need special equipment?
  • Would I benefit from home care or rehabilitative services?
  • When will I see my doctor for follow-up?

We will work closely with our home health department, Kohala Home Health Care, as well as local rehabilitation, skilled nursing, home health and hospice providers, to make sure you receive the follow-up care that is best for you, if necessary. A case manager can help you and your family make any necessary arrangements.

 

Your Hospital Bill

Our Patient Financial Services Department is here to assist you and your family with any questions pertaining to your hospital bill. If you have questions about your hospital bill after you have been discharged, please contact an NHCH Patient Financial Representative at 808-881-4610 or NHCH-patientbilling@queens.org.

 

General Billing Guidelines

If you do not have insurance, or your insurance does not provide you with 100 percent coverage for healthcare services, you will receive a Statement of Account from North Hawaii Community Hospital for any unpaid balances. It may take a few weeks to six months for you to receive your statement depending on the response we receive from your insurance company.

You will receive a statement from North Hawaii Community Hospital when your physician uses laboratory services such as for blood work, biopsies, or other sample analysis. In addition to your hospital statement, you may a bill from a physician for professional fees associated with services, such as radiology, emergency physician services, pathology, or anesthesiology. Physicians in these specialties have staff privileges at North Hawaii Community Hospital but are not employed by the hospital and, therefore, bill separately.

 

Financial Assistance

An important part of our commitment to the community is to provide quality care to everyone who needs it. If you do not have health insurance and worry that you may not be able to pay in full for your care, we may be able to help. North Hawaii Community Hospital provides financial assistance to patients based on their income, assets and needs. In addition, we may be able to help you apply for governmental assistance or work with you to arrange a manageable payment plan.

Please be assured that your financial situation does not, in any way, impact the care that you receive during your hospital stay. For more information, please contact our Patient Financial Services Department by calling 808-881-4610.

 

AFTER YOU ARE DISCHARGED

Whether you are acutely ill, temporarily disabled or require long-term care, your physician may order home health care services to assist in your recovery. Home health care services may include one or more of the following services:

  • Skilled nursing visits for observation and assessment of your health status, diabetic teaching, assistance with intravenous therapy, colostomy and wound care, nebulizer treatments, etc.
  • Physical therapist visits for evaluation, assistance with ambulation, gait-training, and strengthening program.
  • Occupational therapist visits for evaluation of home safety, training in activities of daily living, and adaptive equipment.
  • Medical social worker visits for assessment, financial assistance, emotional counseling, placement assistance, and referral to community resources. 
  • Speech/ language therapists to assist with problems related to speech/swallowing, and cognitive development.
  • Home health aide visits for assistance with personal care and bathing.

 

Kohala Home Health Care is one of the home health agencies that you may select. Kohala Home Health Care is part of North Hawaii Community Hospital and is a Medicare/Medicaid certified home care agency. Please contact Kohala Home Health Care by calling 808-881-4711.

 

Your Medical Record

To request a copy of your medical record, please complete an Authorization to Release Medical Information form and mail, fax or deliver it in person to our Health Information Management Department at:

North Hawaii Community Hospital Health Information Management
67-1125 Mamalahoa Hwy, Kamuela, HI 96743
Phone: 808-881-4650 Fax: 808-881-4654

You may also download this form from our website at www.NHCH.com, click on Patients, Patient Privacy.

 

TELL US ABOUT YOUR EXPERIENCE

 

Patient Satisfaction Survey

In the next few weeks, you may receive a survey in the mail from an independent healthcare research firm that conducts random surveys with our patients on our behalf. We value your feedback and appreciate if you would take the time to complete and return the survey. Your feedback will help us improve our services for future patients.

 

Reporting Compliments and Concerns

We welcome any concerns or complaints, as well as any compliments or recommendations for improving care. Please feel free to complete a Patient Comment card included in your admissions folder, or call our Director of Quality at 881-4699.

If concerns cannot be resolved though the hospital, a patient, family member or community representative has the right to notify The Joint Commission at 800-994-6610. If the concerns in question cannot be resolved at this level, you may also contact:

Hawaii Department of Health Services, Licensing and Certification Division
7601 Kamokela Blvd., Room 395, Kapolei, HI 96707
808-596-4080

North Hawaii Community Hospital is regularly surveyed by The Joint Commission to ensure patient quality standards are met for patient care and safety.

 

Our Pledge to You

We pledge to you our commitment to safety and quality, and that we will work as one team to give you the very best care possible. We will treat you as if you are a member of our family, our ‘ohana, and all that we do will be guided by compassion, aloha, respect and excellence.

 

Useful Phone Numbers

Hospital Operator 0
Admissions & Registration 881-4600
Billing 881-4610
Cancer Center 881-4833
Case Management 881-4840
Cardiopulmonary Services 881-4870
Critical Care Unit 881-4780
Diagnostic Laboratory Services 881-4470
Diabetes Wellness Center 881-4832
Dialysis Center 930-2001
Emergency Department 881-4730
Family Birthing Unit 881-4770
General Information 885-4444
Hearing Impaired - TDD 881-4749
Holistic Care Services 881-4416
Imaging (Radiology/X-Ray) 881-4880
Kohala Home Health Care 881-4711
Outpatient appointments 887-CARE
Patient Billing 881-4610
Patient Safety & Quality 881-4699
Rehabilitation Services 881-4860
Social Work 881-4839