Everyone has a role in making health care safe - physicians, health care executives, nurses and technicians.  Health care organizations across the country are working to make health care safety a priority.  You, as the patient, can also play a vital role in making your care safe by becoming an active, involved and informed member of your health care team.

The “Speak Up” program, sponsored by the Joint Commission on Accreditation of Healthcare Organizations, urges patients to get involved in their care.  Such efforts to increase consumer awareness and involvement are supported by the Centers for Medicare and Medicaid Services.  This initiative provides simple advice on how you, as the patient, can make your care a positive experience.  After all, research shows that patients who take part in decisions about their health care are more likely to have better outcomes.

When you visit St. Mary's Hospital, we want you to experience our caring values.  This is a time of physical and emotional need, and we are here for you.  Not only will we meet your medical needs, but we’ll offer you the dignity, comfort, and support that you need during trying times.

To make your guest experience the best it can be, we’ve designed a customer service program called CARE with RESPECT.  It is tailored to the specific needs and wants of our patients and our community.

You’ll feel this new program in the extra smile from your registration clerk, a comforting touch from your physician, and a quiet respect from the nurses who care for you.  From the extra flourish on your meal tray to the kind consideration of your case manager, we’ll work our magic to enhance your experience at St. Mary's Hospital.  If there’s anything we can do to make your stay better, please...

Speak up if you have questions or concerns, and if you don’t understand, ask again.  It’s your body and you have a right to know.

• Your health is too important to worry about being embarrassed if you don’t under- stand something that your doctor, nurse, case manager or other health care professional tells you.
• If you have any concerns or complaints, we would like to address them immediately.  Please feel free to ask for the charge nurse, director, or patient advocate if needed.

Pay attention to the care you are receiving.  Make sure you’re getting the right treatments and medications by the right health care professionals.  Don’t assume anything.

• Tell your nurse or doctor if something doesn’t seem quite right.
• Health care workers will introduce themselves when they enter your room and will be wearing identification badges.
• Notice that your caregivers wash their hands. Hand washing is the most             important way to prevent the spread of infections.
• Show your nameband to each caregiver  prior to the administration of any medication, treatment, or testing. Your nameband contains important identifiers such as name and birthdate, which allow us to confirm patient identity.

Educate yourself about your diagnosis, the medical tests you are undergoing, and your treatment plan.

• Gather information about your condition.  Good sources include your doctor, your nurse, your library, respected websites and support groups through the Health Connections Department.
• Write down important facts your doctor tells you, so that you can look for additional information later.  And ask one of your health care team members if he or she has any written information or handouts you can keep.
• Thoroughly read all medical forms and make sure you understand them before you sign anything.  If you don’t understand, ask your doctor or nurse to explain them.
• Make sure you are familiar with the operation of any equipment that is being used in your care.

Ask a trusted family member or friend to be your advocate.

• This designated family member or friend can ask questions that you may not think of while you are under stress.
• He or she can also help remember answers to questions you have asked, and speak up for you if you cannot.
• Make sure this person understands your preferences for care and your wishes concerning resuscitation and life support.
• Review consents for treatment with your advocate before you sign them and make sure you both understand exactly what you are agreeing to.
• Make sure he or she understands the type of care you will need when you get home.
• This person should know what to look for if your condition is getting worse and whom to call for help.
• Your advocate may be able to stay with you as long as you like.  Please check with your nurse.

Know what medications you take, when and why you take them.

• Ask about the purpose of the medication and ask for written information about it.  Also inquire about the side effects of the medication.
• If you do not recognize a medication, verify that it is for you.  Medications may come in different shapes, packages and colors depending on the brand or generic packaging.
• Whenever you are going to receive a new medication, tell your doctors and nurses about allergies you have, or negative reactions you have had to medications in the past.
• If you are taking multiple medications, ask your doctor or pharmacist if it is safe to take those medications together.  This holds true for vitamins, herbal nutritional supplements and over-the-counter drugs, too.

Understand that St. Mary's Hospital has undergone a rigorous on-site evaluation against established,  quality and safety standards.

• Know that St. Mary's has attained a score of 97 out of 100 points on its Joint Commission accreditation survey.  Only a small percentage of the 18,000 health care organizations surveyed receive a score as high as St. Mary's Hospital.
• Feel free to ask about St. Mary's experience in treating your type of illness. How frequently do they perform the procedure you need and what specialized care do they provide in helping patients get well?
• Before you leave the hospital, ask about follow-up care and make sure that you understand all of the instructions.
• Go to Quality Check at www.jointcommission.org to verify St. Mary's Hospital’s outstanding accreditation results.

Participate in all decisions about your treatment.  You are the center of the health care team.

• You and your doctor should discuss what will be done during each step of your care.
• Know who will be taking care of you, how long the treatment will last, and how you should feel.
• Understand that more tests or medications may not always be better.  Ask your doctor what a new test or medication is likely to achieve.
• Don’t be afraid to seek a second opinion.  If you are unsure about the nature of your illness and the best treatment, consider a second opinion. 
• Ask to speak with others who have undergone the procedure you are considering.  These individuals can tell you what to expect and what worked best for them as they recovered.