Hospital Guide

There may be times during your hospitalization that you feel confused or disoriented due to your illness or the medications you are taking. Our hospital staff is trained to assist you in maintaining a safe environment for yourself and those around you. If it appears you may cause harm to yourself or others, physical restraints may be considered. Alternate methods shall be attempted prior to the application of restraints. Physical restraints include vests or wrist and/or ankle wraps to ensure your safety and the safety of those caring for you. Every effort will be made to ensure that your dignity and privacy are respected, and your family will be informed of the necessity to use restraint measures. Saint Mary’s Health Network is committed to providing a safe hospitalization experience for all patients, and a restraint free environment. Ongoing assessments will be conducted to evaluate alternatives to physical restraints. A restrained patient will be closely monitored to ensure his or her safety. Every effort will be made to remove the restraints as soon as possible.

Sometimes a difficult choice must be made from two or more alternatives, none of which completely provides a satisfactory answer. The Bio-ethics Committee is composed of physicians and hospital staff members and it functions as an advisory body to Saint Mary Medical Center regarding ethical and moral issues which arise in the provision of medical care. Access to the Ethics Committee is available to patients and their families. Ask your nurse for access. If the problem is with him or her, then ask for the department manager or their supervisor; and request an ethical consultation. A representative from the Bio-ethics Committee will discuss your concerns with you and contact the appropriate health team members for further consultation, if needed.

There is a call button at your bedside and a pull cord in the bathroom to summon assistance. Just press the button or pull the cord and a staff member will respond in person or by intercom. Please don’t hesitate to use it if you have questions or need help.

Case Managers are experienced professionals who collaboratively monitor and coordinate your care while assessing your needs on an ongoing basis during your stay at Saint Mary’s Health Network. They work closely with your physician and the healthcare team, as well as your insurer, to assure you receive the highest quality care. Your Case Manager will work with you and your family to arrange for appropriate post discharge needs.

Cellular telephone use is prohibited while in the hospital building in all patient care areas.

If you are concerned about something whether it is your care, your room, your meals, your testing schedule, your visitors or anything else – please let us know without delay; and we will try to remedy the situation immediately. Be assured that you can speak to your care givers in confidence. If you would rather not talk about your problem with your nurse, you may meet with the supervisor or manager on your unit for a confidential discussion of your concern. Please be assured that the presentation of a complaint or concern will not compromise your treatment. Our goal is to provide healthcare that is supportive of patient and family wishes, recognizing that situations and decision-making can, at times, cause conflicts in the course of healthcare delivery. We, of course, also appreciate compliments.

When friends call to inquire about your condition, the call will be directed to your room. More detailed information can be released to one immediate family member designated by you. If you’d prefer that we withhold all information, including your condition and location within the hospital, please notify your nurse.

The first thing most people think about when they enter a hospital is, “When can I go Home?” Going home from the hospital or to another facility can present special needs and challenges. Please let your nurse or any member of your healthcare team know if you have any special concerns regarding your needs after leaving the hospital as early as possible. Your healthcare team begins thinking and formulating a plan with you for your discharge early in your hospital stay. A variety of healthcare team members will help minimize any problems and assist you in transitioning from one level of care to another. In collaboration with you and your family and the physician, your case manager, discharge planner, social worker and nurse can assist in arranging the appropriate after hospital services you may need. These services may include home healthcare, skilled nursing facilities, and/or resources to enhance the success of your hospital stay.

There is a call button at your bedside and a pull cord in the bathroom to summon assistance. Just press the button or pull the cord and a staff member will respond in person or by intercom. Please don’t hesitate to use it if you have questions or need help.

Proper nutrition can be as crucial to your health as the right therapy or medication. In fact, food can play such an important role in your recovery that your diet is personally prescribed by your physician and carefully planned by a registered dietitian. All patients will receive a menu listing several approved selections for breakfast, lunch and dinner (except those patients in ICU). A guest tray is also available upon request for an additional fee, paid by the guest. Please feel free to ask your nurse questions regarding your meals.

Visiting hours have been modified due to COVID-19. Please visit our COVID-19 page for updated information regarding our visiting hours and restrictions.

If extended care is necessary after you are discharged, your doctor can request assistance through the case management department. Ask your nurse or health care provider for details.

Our housekeeping staff makes sure your room is neat and clean each day. They’re especially sensitive to your needs for privacy and quiet and try to complete their tasks discreetly, with as little disturbance as possible. If you have any special housekeeping requests, please let one of our staff members know.

You have the right to be informed about any procedures, tests, or operations to be performed on you. It is expected that the physician will talk with you about the benefits of your treatments and will explain the risks, complications including unanticipated outcomes that could happen, as well as other treatment that could help you.

Because we provide healthcare services to people with culturally diverse backgrounds, we use Language Lines. If you need their help in understanding any aspect of your care – or in expressing your concerns -your nurse will arrange for their assistance. There is no charge for this service.

It is important that all visitors adhere to hospital visiting and isolation practices. Visitors with signs of a communicable disease or infection (including colds and flu) should not visit patients who are hospitalized. All visitors should refrain from sitting on the patient’s bed, using the patients’ bathroom and handling the patient’s personal belongings. Remember -hand washing is the single most important means of preventing the spread of infection. If a patient has a contagious disease, special isolation precautions will be initiated and only adult family members will be permitted to visit. To protect patients and guests, all visitors will receive instruction on isolation procedures prior to entering an isolation room, including the use of gloves, gowns, masks and other protective furnishings.

When you and your doctor decide you are ready, you will leave the hospital to continue your recovery at home or at a transitional facility. Before you go, your physician and nurse will review your discharge papers and discuss your post-hospital care with you and your family. Make sure you understand your physician’s instructions. The entire healthcare team is available to assist in answering your questions. Don’t forget to arrange for a ride home with a relative or friend well in advance of your discharge.

If you are going to be with us for more than a day, your loved ones may want to send you flowers and cards wishing you a speedy recovery. Mail should be addressed to your name and room number. A volunteer or staff member will deliver flowers to your room as soon as they arrive with the exception of specialty areas, such as ICU or Step Down. Those patients may receive flowers after they are transferred to the medical or surgical floor. Mail will be delivered to your room. If you are not there, it will be left on your bedside table. Mail received after you leave the hospital will be sent to your forwarding address.

Our Medical Social Work Department is a part of the total healthcare team that is working to assure that the support and compassionate care our patients and families need during hospitalization is there. We can assist you and your family in dealing with emotional, social and/or economic stresses which may occur as a result of illness and hospitalization. We are also specialists in identifying the many community, state and federal resources that may be of help to you in the weeks ahead. If you need help in sorting out your needs, ask your nurse to contact a social worker for you.

Breakfast is usually served by a health team member between 7:30 and 8:00 a.m. Lunch is delivered between 12:00 and 12:30 p.m. Dinner usually arrives between 5:00 and 6:00 p.m. Snacks are available upon request and are served at 10:00 a.m., 3:00 p.m., and 8:00 p.m., if your diet is not restricted.

The records of your hospital stay are kept in the hospital Medical Records Department. You have been issued a unique medical record number and all of your records will be compiled into a unit record under that number. If you have a need for a copy of your record for personal use, there is a nominal charge. We will be happy to copy your record for any physician who is to provide continued medical care for your wellbeing at no charge. Although we are staffed seven days a week for the processing of records, we are only open to the public from 9:00 a.m. to 4:00 p.m., Monday through Friday. We are closed evenings, weekends and holidays.

During your hospitalization, all necessary medications will be prescribed for you by your physician. For this reason, you should leave all other prescriptions and over-the-counter preparations at home, unless your physician advised you otherwise. Even a simple aspirin can interfere with the way certain therapies work, so please notify your nurse if you’ve brought any medications with you. We are interested in all medications you are taking at home, and will ask you what they are as part of your initial assessment. It is always helpful if you have a written list of names, times and doses of medication you are using, including those prescribed by a specialist, such as eye drops or topical creams.

Saint Mary’s Nutrition Services Department is dedicated to providing patients with nutritious, attractive and delicious meals. On your day of admission, a representative from Nutrition Services will meet with you to discuss your meal options. If a patient has no diet restrictions, a menu is provided daily for meal selection. If visitors bring food, please check with the nurse to be sure it is
within the patient’s dietary restrictions.

Meals are served to patients three times a day at Saint Mary’s:

Breakfast: 7:30 a.m. – 8:30 a.m.
Lunch: 12:00 p.m. – 1 p.m.
Dinner: 5 p.m. – 6 p.m.

Guest trays are available for a nominal fee if family or friends wish to eat with the patient.

The hospital cafeteria (Seraphine’s Cafe) is located on the first floor near the Sixth Street entrance and is open Monday through Saturday from 7:00 a.m. to 6 p.m. Seraphine’s Cafe is closed on Sundays.

The coffee cart (Seraphine’s Bistro) is located on the first floor near the main Arlington Street lobby and is open seven days per week 24 hours per day.

Nutrition Education and Resources for Patients

When someone dies, it is often possible for other lives to be saved or made better through the donation of their organs and tissues. We realize that the death of a loved one is a very difficult time and take this into consideration when discussing the possibility of donation. Saint Mary’s Health Network is required by law to discuss the option of organ/tissue donation with the next-of-kin of every patient who may be suitable for donation. Many families have taken comfort in this difficult time in knowing that someone else’s life was made better through the donation of their loved ones’ organs/tissues.

Pain management is an important part of your care. You have the right to expect that pain will be identified, addressed, and treated. Good pain control allows you to feel more rested, more in control and speeds up your recovery. We, here at Saint Mary’s Health Network, feel responsible to listen to your concerns about pain. Even though it is not always possible to provide you with complete pain relief, controlling your pain will help you to be more comfortable. This will allow you to move easier after your surgery or procedure, help prevent complications, and can even shorten your hospital stay. We will help you make reasonable and desirable pain relief goals. One of the most important things you can do is tell us about your pain. Sometimes people assume we can tell they are having pain, but this is not always true. Only you know when you are in pain, how bad it is, and what it feels like. When you describe the intensity, type, location and duration of your pain, you help us to do a better job of caring for you. Your healthcare providers will listen to the way you describe your pain and how you think it will be relieved to help them decide what medicine or other pain relief measures to use.

It is the goal of Saint Mary Medical Center to meet the emotional and spiritual needs of patients and families. Your own clergy person is also invited to visit you at any time. If you don’t belong to a congregation, but would like to speak to a spiritual leader from a particular denomination, please ask your nurse to arrange such a visit.

We believe that patient education is one of the most important ways every patient can help their own recovery. Knowing what is wrong with you and what treatments are available, allow you to help make the decisions about your care that you want. We know that everyone has his or her own ways of learning. We want to help you learn about your condition in the easiest way possible. You will be asked questions about how you learn best, if you have any religious or cultural beliefs that will affect our teaching. The types of topics we want to cover include how to be safe, nutrition, how to safely take your medicines, how to use any equipment you need and any questions you have about your diagnosis.

You’ll receive a comprehensive initial assessment within 8 hours of your admission, including a physical, psychological, social, spiritual and functional evaluation. This information will help us to identify and prioritize your overall treatment plan. The scope, intensity and timeliness of further assessments will be defined by your healthcare team based on your diagnosis, care setting, desire for care and response to previous treatment. An assessment of your discharge planning needs will also begin within 8 hours of your admission. Discharge planning is a collaborative process and will involve you, your family and qualified individuals of the healthcare team.

Anytime your concerns are not resolved to your satisfaction, you may also contact our Administration of the hospital. They will work with all hospital departments to investigate your complaint and assist you in handling your concern. To contact Saint Mary’s Risk Management, please call 775-770-3228. You can also mail feedback to: Saint Mary’s Health Network ATTN: Risk Management – 235 W. Sixth Street, Reno, NV 89503. If this is not to your satisfaction, you may file your complaint with HealthInsight at 800-748-6773. Additionally, the State Bureau for Hospital Patients can be contacted at 702-486-3587.

 Healthcare is a partnership between patients and caregivers. Participation of patients and family members results in more-informed decision making. It is important to us that you are involved in your care and understand the reasons for the things that are being done for you. Please feel free to ask us if you have any questions regarding your care or your condition. It is our goal that you understand the care that is given to you.

You have the right to respectful, dignified care, including:

• Considerate, respectful and non-discriminatory care
• Privacy, comfort and security
• Proper assessment and management of pain
• An environment free from mental or physical abuse or harassment
• Visitors, telephone calls and mail
• Pastoral and spiritual care

You have the right to participate in your care decisions.

• Healthcare information will be provided in a manner and form you can understand.
• You may ask which treatment options are available and participate in decisions about your care, including advance directives.
• You may refuse treatment to the extent permitted by the law and be made aware of the possible results of your refusal.

You have the right to access your medical records.

• Upon request, you may review and copy your medical records and know to whom we disclose your information.

You have the right to confidentiality.

• Your medical records will be confidential except where required by law, transfer of care or third-party payor/insurance contact.
• Family members and your own physician may be notified of your admission to the hospital.

You have the right to be heard.

• Any concerns you may have regarding your care may be addressed by contacting the individual department leadership or by filing a formal grievance.

Patient Restraints

• Saint Mary’s strives to be restraint free; however, there are times when restraints are needed to ensure patient safety, and they are only used when other less-restrictive options do not work. Restraints are always removed as soon as possible. At all times, staff will work to protect the dignity and rights of the patient.

Click here to view the entire Privacy Practices and Patient Rights policy in English.

Click here to view the entire Privacy Practices and Patient Rights policy in Spanish. 

11:30 a.m. to 8:30 p.m. for adult visitors. No children under two years of age, and no one with infectious or contagious illness.

The hospital maintains strict safety requirements on all electrical and battery operated appliances used in the patient care environment. No personal electrical devices are allowed, including hair dryers, curling irons, electric shavers, radios and similar equipment. The operation of cellular phones is not allowed anywhere in the building for patient safety.

To ensure the safety and wellbeing of patients, visitors and employees, the hospital continually monitors and tests a wide range of security and life-safety measures. You may hear overhead announcements for drills and other messages. Be assured that your nurse will monitor these announcements and inform you of any pertinent information. Your wellbeing is of primary importance to us. For this reason, we have equipped your bed with side rails to keep you safe when you are medicated or asleep. Please ask for assistance if you wish to lower or raise them. When you get out of bed, please don’t rely on your bedside table for support. It can shift under your weight. We also ask that you wear non-skid slippers when walking around the unit, and that you request assistance when getting in or out of a bed or chair, unless otherwise instructed by your nurse or doctor.

In almost every faith tradition, it is important to have sacred spaces for prayer, celebration and to practice rituals that hold meaning for us. For patients, family or staff, we open this sacred space to all and hope that it might offer a safe haven in times of distress, uncertainty and even in celebration of new beginnings. Mass is celebrated in the Chapel at various times throughout the week. Catholic sacraments are also available through Spiritual Care Services.

Our professional spiritual care team is supported by a talented and caring community of volunteers. These volunteers give their time and compassion to support patients, family and staff in times of grief, loss and spiritual distress. Our volunteers receive specialized training and support from our Chaplain team, and they are an integral part of our spiritual care ministry. If you are interested in becoming a Spiritual Care volunteer, please visit our Volunteer Services page for more information.

To provide a healthful and comfortable environment for all patients and visitors, the hospital maintains a smoke free environment. Patients and visitors are not allowed to smoke anywhere in the hospital, including the cafeteria, rest rooms or lounges. Smoking is also prohibited on the grounds.

• Nevada Hospital Transparency
• Center for Health Information Analysis in Nevada
• LeapFrog Group Hospital Compare

Saint Mary’s Health Network cannot be responsible for valuables that you keep in your possession. You should leave your jewelry, money (large sum), wallets and purses at home to ensure their safekeeping. Please be alert concerning your belongings such as dentures, contact lenses, eyeglasses, hearing aids and comparable personal belongings. Please store these items carefully when not in use. Never leave them on a meal tray or wrap them in tissue paper. If you forget to leave your valuables at home and do not wish to entrust them to a friend or relative, they may be deposited in the Saint Mary’s Health Network safe for safekeeping. Ask your nurse for assistance.

Keeping in touch with loved ones is important, especially when you are ill. For your convenience, there is a private phone on your bedside table. Your extension number is your room number, with the exception of specialty areas such as LDRP, ICU, etc. If friends or family want to reach you, they can call 775-770-3000 and ask the operator to connect them to your room.

Sometimes the days can seem long, when you are in the hospital. For your comfort, your room is equipped with a television set. To hear television programs, change channels, and tune into radio stations, use the bedside control. Special channels are available in certain areas. TV Channel guides are available upon request.

A big part of getting settled is becoming acquainted with your new surroundings. Your room is where you will spend most of your time, and it is designed to be as cheerful and pleasant as possible, while allowing for comfort and safety. If your accommodations are semi-private, please be considerate of your roommate’s needs, and limit your visitors and activities accordingly.