FirstHealth of the Carolinas

Richmond Memorial Patient Information

Welcome to FirstHealth of the Carolinas. We want your time with us to be as comfortable and as healing as possible.

You should bring the following items with you on the day you arrive:

  • Your health insurance card
  • Personal identification (such as a driver’s license)
  • HMO/PPO referral forms (if required)
  • Medical records, X-ray films, or prior test results (if asked to bring)
  • Written letter of authorization from insurance (if you are covered by worker’s compensation)
  • A copy of your advance directives (your living will and/or Health Care Power of Attorney), if available
  • Your medication list, including over-the-counter medicines, vitamins and herbs

Leave any valuable items such as handbags, wallets and jewelry at home. Storage space for these kinds of items is limited within the hospital.

You can pre-register for future services at Richmond Memorial Hospital by calling (910) 417-3792 Monday through Friday from 10:30 a.m. until 6 p.m.  Please have your physician order and your insurance card in front of you when you call.

Safety is a patient right! While you are a patient at FirstHealth we encourage you to:

  • Speak up if you have questions.
  • Have staff check your ID bracelet and ask your name and date of birth before you are given medications or have a procedure.
  • Have all caregivers clean their hands when entering and leaving your room.
  • Make sure your visitors clean their hands when entering and leaving your room.
  • If you are in pain, discuss a plan with your doctor and nurse.
  • Call for help to get out of the bed or chair - don’t risk falling!

Complaint Procedure
A complaint is an allegation of dissatisfaction expressed by a patient or their authorized representative concerning the quality of service or care provided. Complaints can be submitted by telephone or in writing to the Patient Advocate at:

Richmond Memorial Hospital
925 Long Drive
Rockingham, NC 28379
(910) 417-3000

Grievance Procedure
A grievance is a formal, written or verbal complaint that is filed by a patient or his/her parent or guardian in the case of minors, when the staff member who is present cannot resolve an issue promptly. Issues should first be addressed with the staff, the Patient Advocate and/or the patient’s physician. When the resolution to the patient complaint is not satisfactory to the patient, then the patient can file a grievance.

To file a grievance:

  • The patient and/or family member is requested to contact the Patient Advocate. From a hospital phone, dial “0,” or ask for the service/unit manager during the evenings and weekends.
  • The grievance can be filed in writing, in person or by telephone. Grievance Forms are available from the Patient Advocate and/or the service/unit manager.
  • You may submit a grievance in writing to the Patient Advocate at:

Richmond Memorial Hospital
925 Long Drive
Rockingham, NC 28379
(910) 417-3000

  • Written notice of the status of the grievance process - including acknowledgement of receipt of grievance, name of the hospital contact and the steps to be taken on behalf of the patient to investigate that grievance - will be shared with the individual filing the grievance within seven days of the date of filing. A final review of the grievance will be provided in writing once a thorough investigation has been conducted. This could take up to thirty days from the date of filing.
  • An appeal process can be initiated by the individual filing the grievance if the initial results are not satisfactory.

If your concerns are still not addressed, you are encouraged to contact The Joint Commission to report your concern regarding patient care and safety. You may contact The Joint Commission’s Office of Quality Monitoring toll-free at (800) 994-6610, by emailing The Joint Commission at complaint@jointcommission.org, online via www.jointcommission.org or in writing to:

Office of Quality Monitoring
            The Joint Commission
            One Renaissance Boulevard
            Oakbrook Terrace, Illinois  60181
Fax: (630) 792-5636

Patients can also file a grievance with the Division of Health Service Regulation as well as, or instead of, using this grievance process. The telephone number to file a grievance is (800) 624-3004.
The mailing address is:
Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699-2711

For Mammography complaints, refer to the following:
The American College of Radiology (ACR)
1891 Preston White Drive
Reston, VA 22091
(800) 227-6440

 
 
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