- Fighting infections
- Fall reduction
- Pain control and comfort options
- Stay safe with your medicines
- Recognizing a stroke
Your rights and responsibilities
Billing information/insurance questions
Our mission and core values
We extend the healing ministry of Christ by caring for those who are ill and by nurturing the health of the people in our communities.
Our core values
Demonstrating an understanding of, and genuinely caring for others.
Accepting others for who they are and forgiving their (and our own)
Encouraging and honoring the contributions of each person, and making each feel understood, supported, appreciated and empowered.
Treating others as we would like to be treated ourselves, relating so well with them that they actively seek to associate with us.
Fostering trust by being truthful, empathetic and consistent.
Being authentic and courageous, aligning what we are thinking, saying, feeling and doing; being responsible for, and following through on, the commitments we make.
Adding meaning and purpose to the lives of our associates, physicians and partners.
Serving each other and our communities in harmony with the inclusiveness, wholeness and empathy that characterized Christ’s healing ministry.
Seeking ways to appropriately utilize resources, allowing us to become more effective and productive.
Being accountable to the organization and to each other for our actions and the outcomes they produce.
Looking beyond the challenge of the present and envisioning/embracing what is possible.
Embracing continuous learning and being open to stretching beyond our comfort zones.
Putting forth our personal and professional best, providing the highest quality of care and services of which we are capable.
Delivering a superior experience for all whom we serve, sensing their needs and exceeding their expectations.
Each Centura Health facility complies with applicable federal civil rights laws and prohibits discrimination on the basis of race, color, national origin, age, disability, or sex. Centura Health facilities do not exclude people or treat them differently because of race, color, national origin, age, disability, or sex or other status protected by applicable law.
Each Centura Health facility provides free aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign language interpreters
- Written information in other formats which may include large print, audio, accessible electronic formats, or other formats
Provides free language services to people whose primary language is not English, such as:
- Qualified interpreters
- Information written in other languages
If you need these services, please request assistance from staff. If staff is unable to assist you, please contact the facility Sections 504/1557 Coordinator.
It is against the law to retaliate against anyone who opposes discrimination, files a grievance, or participates in the investigation of a grievance. If you believe that a Centura Health facility has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with:
Address: 1010 Three Springs Avenue, Durango, CO 81301
Email: [email protected]
You can file a grievance in person or by mail, fax, or email within 60 days of the date you become aware of the alleged discriminatory act. If you need help filing a grievance, the above-mentioned Sections 504/1557 Coordinator is available to help you.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue SW., Room 509F, HHH Building
Washington, DC 20201
Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html
To view our proficiency of language assistance services please look at the last page of the pdf version of this guide.
Undergoing medical tests or treatment can be stressful and disruptive to your life, particularly if you are having a major procedure. There are some ways you can prepare in advance that may help you rest easier and worry less. If you will be staying in the hospital, or if your treatment has a longer recovery period, you may want to think about:
- special arrangements for children, pets, and plants
- suspending your newspaper service or any other regular deliveries
- stocking up on necessities to eliminate a trip to the grocery store
- making sure your car's gas tank is at least half-full
- getting prescriptions filled
- creating a "phone tree" so one person can conveniently update family and friends about your condition
- organizing your household bills and pay some early if you can
- talking about your desires regarding treatment and care with your family
- completing a set of advance directives
- food and medicines the day before a procedure.
Preparations for procedures vary so please consult your pre-admission instructions. Be particularly attentive about whether you are supposed to take medications. Even over-the-counter medications, such as aspirin, may affect your ability to undergo a test or a procedure.
What to pack
We advise that you only bring essential items to the hospital. Please leave all valuables, including jewelry and most cash at home. You may wish to bring:
- personal hygiene items that you prefer
- robe and a pair of non-slip slippers
- small items that bring you comfort such as a photo, book, or magazine
- the phone numbers for your family and friends
- your glasses and/or contact lenses and appropriate solutions and/or cases
- dentures, case, and cleaning solution.
Documents you should bring
- Your health insurance card(s). If you are covered by more than one insurance policy, please bring a card for each policy.
- Picture identification, such as a driver's license or state ID card.
- A credit card or a check for any co-payment that is required by your insurance.
- A list of your medications, dosage amounts, and the frequency with which you take them. For your convenience, use our medication list.
- A copy of your advance directives. Advance directives may include a Living Will, Five Wishes, Donor Directions for Anatomical Gift, and a Medical Durable Power of Attorney.
- Prior test results, x-rays, or medical records if your physician has requested them.
- Worker's compensation information including billing address and claim number.
The following information will help you get the most from your hospital stay. We ask that you share it with your guests.
All visitors of patients at our hospital enjoy equal visitation privileges consistent with patient preferences and subject to the facility’s clinical restrictions. Visitor policy may be subject to change. Please adhere to any adjustments to permitted visitors, as posted in our facility.
- Visitors under the age of 14 must be escorted by a responsible adult.
- At 9 pm, seven days a week, the main lobby entrance will be locked. After 9 pm, enter the hospital through the emergency department walk-in entrance.
- Visitors remaining after 9 pm are asked to go to the security desk in the emergency department to get a special visitor’s badge.
- There may be times when visitors are asked to leave to better meet the needs of our patients.
Personal toiletry items, such as a toothbrush and toothpaste, may be brought from home. You may bring your own pajamas, nightgown, or robe, or you may use gowns provided by the hospital. If you wear glasses, contact lenses, or hearing aids, place them in a case and keep them in a safe place when not in use. If you wear dentures, ask your nurse for a special container. Please do not leave dentures on your meal tray or wrap them in a napkin or tissue as they could accidentally get thrown away.
We cannot take responsibility for your personal property. Please do not bring items of value or large sums of cash to the hospital. If possible, please have a relative or friend take your valuables home. No valuables will be released without proper identification. Centura is not responsible for your valuables unless they are deposited in the safe.
Please do not bring any medications (prescription, over the counter, or illegal drugs) or herbal remedies to the hospital. While you are a patient at our facility, all medications will be prescribed by a physician, dispensed by the hospital pharmacy, and administered by a nurse. The nurse will explain why the medications have been prescribed and common side effects. Patients are not permitted to administer their own medications/herbal remedies or to keep personal medications/herbal remedies, unless approved by their physician.
During regular business hours, volunteers are available in the main lobby to help patients and families.
Your nurse will show you the call light, located on the bedside rail or on a remote cord. Pressing the red button, or nurse call, at any time will alert the staff that you have a need.
These are located on the side of your bed. Your nurse will show you how to operate them.
Volume and channel controls are on the television and on the remote. The TV service is provided free of charge. Your care team member can give you a list of TV channels if requested.
Simply connect to the guest network using your wireless network settings. When you first connect, you'll notice "Terms and Conditions" for Centura Health's guest network. When you click "Accept", you'll be automatically granted access. Guests must have experience in connecting to wireless networks as Centura Health does not provide any assistance in connecting your device to the wireless network.
The wireless network is available throughout the hospital at all times.
Enjoy your time on our wireless network. As with any public wireless network, we strongly recommend guests take measures to secure their devices and internet communications. We encourage using virtual private networks (VPNs) in conjunction with personal firewalls and virus protections to mitigate risk to personal data. It is the user's responsibility to take precautions and provide security measures suited to their situation and intended use of the service. Our wireless network should not be used for inappropriate or unlawful purposes.
Centura Health is not responsible for any personal information that is compromised.
Centura Health is not responsible for any damage caused to your hardware or software while at any Centura Health facility.
Please Note: Because this is a free service, Centura Health does not provide technical support for your device or assistance in connectivity. Guests and visitors should understand how to configure their computer or device and know what hardware or software is necessary to connect to the wireless network.
You have a direct telephone line in your hospital room. The number is listed on the telephone. You may give this number to your family and friends. Your callers may also dial 970-247-4311 and ask for your room number. If you do not want to receive calls, ask your nurse to turn off the ringer. If you prefer no one knows your room or phone number, tell your nurse.
- To reach the hospital operator, dial 0-0.
- To call a local number, press 9 plus the 10-digit number, including the area code.
- To call a long-distance number press 0-0 and ask the hospital operator to assist you.
Ask your care team member for the full telephone directory
An environmental service associate will clean your room each day. Please tell them if you have any special housekeeping requests or if you need any additional toiletries. Dial 79-1311 to reach an environmental service associate.
Room service dining
Your diet is an important part of your total hospital care. Our goal is to provide you with the best diet needed for a quick recovery. You are our first priority, and we want you to be satisfied. Our nutrition team works closely with you to provide meals you prefer, meeting your preferences and your doctor’s orders.
Sometimes your meal may have to be changed, delayed, or canceled because of x-rays, lab tests, surgery, or other tests. After we are notified that you have returned to your room and it is okay for you to eat, a meal will be served.
Garden Terrace Café
Location: on Mercy’s garden level
Weekday hours: Breakfast: 6:30 am - 9:30 am, Lunch: 11 am - 2 pm
Weekend hours: Closed
Merciful Mug Coffee Shop
includes hot and grab-and-go items
Location: on level 1 across from reception
Weekday hours: 7 am - 9 pm
Weekend hours: 7am - 8 pm
Case managers and social workers are available to assist with your discharge needs. Our team will collaborate to determine the safest and most appropriate discharge plan for you, identify resources you may need, and offer support. Remember to:
- have someone available to pick you up upon discharge
- follow-up with your primary care provider
- take your medication list to your primary care provider.
Your nurses will discuss your history and plan of care with you and whomever you choose to include at your bedside multiple times during the day. As the patient, you are encouraged to actively participate in this process.
The purpose of interdisciplinary rounds is to coordinate your care. Your team may include your physician, primary nurse, discharge planner, pharmacist, physical therapist, occupational therapist, unit doctor, respiratory therapist, and chaplain, among others. Please let the team know your questions and concerns so they can determine how to best assist you.
Hospitalists are medical doctors who specialize in the care of hospitalized patients. The Centura hospitalist team includes physicians trained in internal or family practice medicine and many have additional specialized training. Because this group focuses on patients who are hospitalized, they are very familiar with the hospital environment and provide personalized care tailored to meet the unique needs of patients. Hospitalists are available 24 hours a day.
While you are hospitalized, the hospitalist team will partner with your primary care doctor and other medical specialists involved in your care during your stay. Because these professionals are based in the hospital, they can promptly follow up on diagnostic tests and adjust your treatment as necessary. Hospitalists are on site, easy to reach in an emergency, and are available to personally talk with you and your family about your care at any time.
The hospitalist team will notify your doctor’s office and send a summary of your stay at the hospital to your main doctor. When you are discharged from the hospital, your primary care physician will resume management of your medical care.
Letters and packages are delivered to patients Monday - Friday. If you have letters to be mailed, you may give them to your nurse. Flowers addressed to you will be delivered to your room unless you are in the intensive care unit. Only Mylar® balloons are permitted in the hospital. Latex balloons can cause allergic responses and interfere with hospital safety systems.
ATMs are located on the first floor by Mercy’s main entrance.
Our gift shop is conveniently located in the main lobby. Visitors can find a variety of gifts and convenience items for their family members or loved ones in the hospital. Call 970-764-1745 to get the most updated hours.
Did you have an exceptional nurse who showed compassion and clinical skill? Say thank you by nominating this individual for a DAISY Award. This is a recognition program that honors extraordinary nurses. For more information, talk to your nurse or other care team member.
Please alert a care team member if you need help with any language, hearing, or vision issues. Medical interpretation services are provided free of charge throughout the hospital. A telephone device is available to help hearing-impaired patients or patients who want to communicate with a hearing-impaired relative or friend. Ask your nurse to help you.
Patients and visitors may park in the parking lot in front of the main entrance and adjacent lots around the hospital. Free parking is available 24 hours a day.
For your convenience, electronic car charging stations are located in the parking lots outside of the Garden Terrace Café.
Our front desk staff is available to assist you with information on hotels and other nearby lodging including location, hospital rates, shuttles, and meal and pet policies. RV parking with hookups is available onsite. Please call our front desk at 970-247-4311 for more information.
Security officers are on our campus 24 hours a day for your peace of mind. If you need security help or to report an unsafe act or situation, ask a staff member or call the security department at 970-764-2377.
For your safety, our hospital conducts fire drills. These drills are paged overhead as code red. You may notice flashing lights and your door may be closed. Do not be alarmed. The hospital staff will tell you if there is a real fire. You can be assured they will follow procedures to keep everyone safe.
Spiritual care services
Understanding the link between health and the human spirit, Centura Health is committed to providing care for the whole person.
Department of spiritual care
Chaplains are available Monday through Friday from 8 am to 4 pm as well as from 8 am to noon on weekends and holidays. Chaplains are available for emergencies at any time.
They assist patients and their loved ones by offering a listening presence, help with advance directives, ethical discussion, spiritual guidance, prayer, and crisis support. A chaplain’s focus is to help patients make meaning and draw upon the resources they already possess to move forward in the healing process.
Sacrament of the Sick and Communion (Protestant and Catholic), as well as baptisms are available to our patients. Eucharist ministers are available to provide communion. For more information, ask your nurse to page the chaplain or call 970-764-2340.
Caring for your loved one
You can help enhance your loved one’s care and comfort by serving as their advocate and working with our care team. We strongly encourage you to:
- confirm whether your loved one has an advance directive and, if so, what it specifies
- ask questions. If your loved one is too ill or reluctant to ask questions, note their concerns and yours to discuss with the doctor or nurse. While you are making sure that your loved one’s needs are being met, do not forget to take care of yourself. Caring for a loved one is a stressful and time-consuming job. Accept friends’ offers to help. For more tips, visit caregiver.org.
Chaplains on our spiritual care team are here for you. To speak with or leave a message for a chaplain, call 970-764-2340.
Case managers and social workers are available to assist with your discharge needs. Our team will collaborate to determine the safest and most appropriate discharge plan for you, help identify resources you may need and offer support.
Before you leave
- Schedule a follow-up appointment at your caregiver’s office.
- Be certain you understand how to take your pain medicine.
- Know who and when to call if your pain is not controlled.
- Learn about the side effects of your pain medicine.
- Have a family member help you with these important details, if necessary.
- If you have questions, talk with your nurse.
Your nurse will go over discharge instructions before you leave. Instructions for caring for yourself after discharge will include:
- the medications you will be taking and when to take them
- activity limits during your recovery
- equipment needs and how to get items delivered to your home
- phone numbers and follow-up appointments, or a referral approved by your insurance
- phone numbers of your caregiver’s office or clinic
- who to call if you have concerns or questions.
- Your caregiver will write prescriptions for your discharge medicines.
- Tell the caregiver where you would like to have the prescription filled.
- Have someone get the medicines before you leave the hospital. A friend or family member will need to pay the co-payment when the medicines are picked up.
Your caregiver may order medical items for you to use at home, such as a walker, cane, wheelchair, or oxygen. If so, you will need to:
- have a friend or family member at your home to receive the item(s)
- call the company yourself if you have the items brought to your home after discharge.
You may be given a small oxygen tank for the trip home. Items such as walkers, bath benches and raised toilet seats may be purchased in the hospital gift shop.
- Arrange your ride from the hospital before discharge.
- Have your clothes and shoes brought from home.
- If you need help with your discharge, let your nurse know as soon as possible.
- Check your hospital room before you leave to make sure you have all the items you brought with you, such as dentures, glasses, and valuables.
Our goal is to create an exceptional healthcare experience for our patients and their visitors. If you are not happy with any aspect of our care during your stay, please tell us. In addition, you may also receive a survey in the mail or by email when you return home. The survey will take about 15 minutes to complete and will help us learn how we can better meet your needs.
You or a relative can appeal your caregiver’s discharge decision. If you are a Medicare patient, be sure you are given “An Important Message from Medicare” from the hospital’s discharge planner or caseworker. This details your rights to remain in the hospital for care and provides information on whom to contact to appeal a discharge decision.
We want to ensure that our patients, visitors, and associates are always safe. Additionally, we work to provide care that is unbiased, timely, effective, and efficient. To help you be a full partner in your own care, we will provide you information and education throughout your stay. We encourage you to ask questions and to be involved in your care and safety. If you have any safety concerns, we encourage you to speak to your care team or any hospital associate
Your safety is very important to us. Please alert a caregiver if you have any safety concerns and to request assistance when needed.
Take charge of your care
It is best to get involved with your care, ask questions, and partner with your caregivers as a team
- Tell your caregivers all your important health information.
- Ask a family member or friend to be with you when you speak with your caregiver or when you are receiving care. They can help you ask questions and better understand instructions.
- Find out why a test or treatment is needed. Ask when and how you will get the results.
- Learn all you can about your condition or illness and your treatment.
- Make a list of the names and phone numbers of your caregivers, clinics, and pharmacies for reference.
- If something does not seem right, tell your care team.
While you are in the hospital
An ID band will be placed on your wrist. Always wear the band during your stay in the hospital. Tell your care team if the band comes off so it can be replaced right away. Ask your caregivers if they have checked your ID before giving you medicine, before procedures, and before treatments.
Help fight infections
Make sure that visitors and those caring for you clean their hands. This helps fight infections. Feel free to ask any caregiver if they have cleaned their hands before they touch you.
If you are having surgery, it is good to understand exactly what will be done. Ask questions: How long will it take? What will happen after my surgery? How will my pain be controlled?
Get out of bed slowly
Sit for a minute on the side of the bed before you stand up. You may need more help in the hospital than you need at home. Please ask for help. Tell a caregiver if you feel weak, dizzy, or unsteady.
Ask more questions as you’re leaving
When you are ready to leave the hospital, it is important that you understand the instructions given to you. Ask questions until you feel comfortable caring for yourself at home.
Rapid response team
You can call a critical-care response team to respond if your condition worsens and you have not received the critical care you need. Immediately call 66 from any hospital phone and ask for rapid response and provide your location.
At Centura Health, our goal is to provide you with a safe stay in the hospital. We consider you a partner in your hospital care and want to help you better understand a few of the many efforts we take to keep you safe and free from infection.
It’s okay to ask “Did you wash your hands?” Every health caregiver who walks into your room should perform hand hygiene (with an alcohol hand sanitizer or soap and water) upon entry and before exiting your room — every time. This is very important. If you do not see your health caregiver do this, just ask. Please request your visitors do the same.
Cover your cough
When coughing or sneezing, do so into fabric at the bend in the elbow. Or use a clean tissue and toss it in a trash basket.
Scrub the hub
It’s okay to ask “Did you clean my IV port?” Every time a health caregiver accesses your IV to give you medication or fluids, they should “Scrub the Hub” vigorously for 15 seconds. If you do not see your health caregiver do this, just ask.
Certain types of infections may require us to wear additional protective equipment when caring for you or a loved one. This is called Isolation Precautions and may include wearing gowns, gloves, masks, etc. This is just one of the many ways we ensure your safety.
Tobacco-free & smoke-free campus
Our hospital is a tobacco-free & smoke-free campus.
This includes, but is not limited to, the use of pipes, cigars, chewing tobacco, snuff, cigarettes, marijuana, e-cigarettes (both tobacco and marijuana), and personal vaporizers (PV). Smoking is prohibited in the hospital and throughout the hospital campus, including the parking lots and the parking garage.
Your risk of falling can increase when you are ill. On admission, our care team will conduct a fall risk assessment. To help keep you safe, please tell your care team if you have any of the following conditions that might increase your risk of falling. These conditions might change during your stay.
- A recent history of falls
- Problems with walking or balance
- Urinary frequency and urgency
- A history of stroke or seizures
- Change in nutrition
- Diminished vision and/or hearing
- Body weakness or numbness
- A history of heart disease
- New medication or changes in medication
Precautions your team may take
Our care team may take extra precautions to assist in keeping you safe, such as placing a fall risk bracelet on your wrist, slip resistance socks on your feet, or a bed alarm on your bed. These alert other caregivers of an increased risk of falling. To help us ensure your safety and reduce falling risks, please:
- have your call button within reach
- get up slowly and sit on the side of the bed before standing
- use handrails in the bathrooms and hallways
- call for assistance before getting out of bed
- sit down immediately if you are dizzy and ask for assistance.
Maintaining strength and balance in the hospital
Maintaining your strength and balance while you are in the hospital is very important for reducing your risk of falling and for your overall recovery. Your care team will encourage you to get up in the bedside chair for all your meals and to walk with assistance three times a day whenever physically possible. You are not expected to do all this moving on your own. Your nursing and therapy team will help you make a walking and moving plan that works best for you and your condition. How can getting out of the bed and moving around as much as possible help you?
Moving and walking can:
- reduce fall risk
- maintain bowel regularity
- decrease the length of your hospital stay
- improve your appetite
- assist in keeping your blood pressure and heart rate regular and healthy
- reduce pain
- improve breathing and reduce pneumonia risk
- increase your balance
- help you rest better.
It’s important for you to be able to describe your level of pain to your caregivers. The 10-point pain scale is a standardized method that many health care organizations use to help patients communicate their pain level by turning the pain you’re feeling into a numerical rating.
What can you do to control your pain?
To help control your pain, it is important to be prepared. When you meet with your care team, be sure to:
- Discuss pain control methods that have worked well or not so well before.
- Talk about any concerns you may have about pain medicines.
- Talk about any allergies you may have to medicines.
- Ask what to expect: Will there be much pain? Where will it occur? How long is it likely to last?
- Take your pain medicine or ask for pain medicine when the pain starts. Keeping ahead of the pain is a key step in proper pain control.
- Take pain medicine prior to getting out of bed, walking or doing breathing exercises if those activities worsen your pain. It is harder to ease pain once it has started.
Why control pain?
When your pain is controlled, you:
- heal faster
- get your strength back faster
- feel better faster
- improve your results.
People whose pain is well controlled seem to do better. They may avoid problems, such as pneumonia and blood clots, which cause a longer stay in the hospital.
Options for pain control
Both medical and non-medical treatments can be successful in helping to prevent and control pain. You and your care team will decide which options are right for you. Many people combine two or more methods to get better relief.
Several routes can be used to give pain medication, including:
- Oral: Pain medicines taken by mouth in pill or liquid form or by placing the medicine under the tongue.
- Injection: A “shot” of medicine usually given into an intravenous (IV) tube, sometimes into a muscle.
- Skin: Patches containing pain medicine are put on the skin.
- Intravenous therapy (IV): PCA Pump (Patient Controlled Analgesia) allows you to control how much pain medicine you get. When you begin to feel pain, you press a button to inject the pain medicine through an intravenous (IV) tube.
- Epidural: A small tube placed in your back that is connected to a pump that delivers pain medicine.
Oral pain medications or injections seem to give better results when given at set times throughout the day.
Please ask your nurse if you are interested in finding out more or taking part in any of the following alternative pain control methods:
- Relaxation techniques
- Music therapy
- Crafts and activities
- Talking about your experience with the chaplain
- Pet visitation
Our hospital’s volunteer team includes some very special four-footed partners. Our pet therapy dogs and their handlers visit many hospital units to bring an added measure of comfort to our patients and guests. If you would like a visit from one of these dog/handler teams, please place a request with your nurse.
To help ensure your comfort, our hospital provides the following items, free of charge, upon request. The list below was designed to help you and your care team make pain-control goal decisions together. Depending on your care plan, some options may not be available for a time until you feel better. Please discuss your pain-control goals and comfort options with your nurse and/or doctor.
- Warm blanket
- Heating pad
- Ice pack
- Warm washcloth
- Extra pillow
- Pillow to raise your knees or ankles
- Humidification of your oxygen tube
- Saline nose spray
- Mouth swab
- Aromatherapy – lavender mist on pillow
- Food and beverages (ice cream, popsicles, tea, etc.)
- Fiber supplement for digestion
- Exercise bands
- Sleep mask/ear plugs
- Deck of cards
- Puzzle book
- Pens and notebook
- Book or magazine
- Patient education channel
- Visits from family, friends, and other loved ones
- Walk in the hall
- Bath or shower
- Gentle stretching/range of motion
- Deep-breathing exercises
Personal care items
- Lip balm
- Absorbent pads/briefs
- Dental floss
- Cotton swabs
- Nail file
- Hand sanitizer
- Ear plugs
- Sleep mask
- Visit from the chaplain
- Guided imagery
- Quiet/uninterrupted time (discuss with your nurse)
Stay safe with your medicines
It is important to understand the medicines you take. While you are in our hospital, your caregiver will prescribe the medicines needed to improve your health.
To assist your caregiver in prescribing the most appropriate medicines:
- you need to be familiar with the medicines you take. This information should include the dose, how often and why you are taking the medicine.
- provide a list of your medicines. This list should include the name of the doctor(s) that prescribed the medications and any over-the-counter medications you take.
- tell your caregivers if you have had any sensitivity or allergic responses to medications.
Talk with a member of your care team about your medications and any new prescriptions. Ask:
- what the medicine is for and how to take it — how often, how long, with or without food
- what the side effects might be
- when to call your caregiver if you have any side effects
- how the medicine will react with food or other medicines you are prescribed.
Location: In the main lobby of the hospital
Monday – Friday: 8 am - 6 pm
Saturday and Sunday: 10 am - 2 pm
- Fill new prescriptions
- Refill all your prescriptions or transfer them to your home pharmacy
- Most major insurance plans are accepted
- Over-the-counter medication and medical equipment are available
Staying safe with opioid pain medication
Your doctor may prescribe opioid pain medication while you are in the hospital and/or when you return home. Here is what you need to know to stay safe.
You will have a personalized pain-control plan.
Opioids can be taken safely for relief of chronic and acute pain. The goal is to keep your pain at a level where you may feel some aches but are able to do the things needed to get better and take care of yourself.
Pain medication may be ordered in two ways
These are long-acting medications taken at the same time every day for chronic pain. You will need to wake up during sleep to stay on your plan.
These are short-acting medications taken when you start to feel pain or before activity that causes pain. There is no need to get up while sleeping.
You may experience constipation, nausea, dizziness, drowsiness, or confusion. Talk with your caregiver if you encounter any of these.
If opioids are prescribed after your discharge from the hospital, you will be given specific instructions on how and when to take them. You also will need to follow these special precautions:
- Do not drink alcohol while taking opioids.
- Do not drive, work with dangerous machines, or take part in unsafe activities, like climbing a ladder. Check with your doctor before doing any of these activities.
- There are many kinds of pain medication. If you take more than one type at the same time, you are at a higher risk for side effects. Do not take more than ordered by your doctor.
- Ask before using medications not ordered by your doctor. These include over-the-counter medications, vitamins, and herbal supplements.
- If you have sleep apnea, there is a higher chance of sleepiness and/or trouble breathing while taking pain medication. If you wear a CPAP, always use it when sleeping.
- Keep all medications out of the reach of children and pets.
If you have any questions regarding opioid or other medication — either at our facility or at home — talk with your caregiver.
Recognizing a stroke
At Centura Health, we measure the quality of care given to stroke patients. When it comes to recognizing the signs of stroke, every minute counts so it is essential to BE FAST. Please let us know how we are doing with stroke care and if there are ways we can improve. We always want to ensure that our stroke patients always receive treatment according to national standards.
Whether you are escorting visitors around our campus, helping at the front desk, or quietly holding a hand in the ER waiting area, you are always good medicine. We treat all kinds of people, so we need people with all kinds of skills to handle all kinds of volunteer assignments. Apply online.
Should your loved one require rehabilitative care after hospitalization, the care team will discuss essential follow-up steps with you. The physical, occupational, and speech therapists and the physicians will give recommendations for the most appropriate level of rehabilitation necessary when leaving the hospital. The case manager will help you identify the appropriate type of facility and provide you with a list of providers.
Emmi programs help answer your health care questions and make you feel more at ease. Emmi is a series of free, online programs that walk you through important information about a health topic, condition, or procedure. You are the most important member of your health care team, so you should have all the information you need.
Emmi programs are easy to use. Your healthcare provider has prescribed you programs to help you better understand your upcoming procedure/appointment. You can view Emmi programs on any device with internet access, watch it as many times as you like, and share it with your family and friends.
Please visit https://patient.health-ce.wolterskluwer.com/centurahealth/search to engage with the Emmi programs, from our partners at Emmi
For technical support, please email [email protected] or call 866-294-3664
For general questions about Emmi, please email [email protected]
Crisis centers are trained to handle a large range of phone calls. Use the numbers below for yourself or for someone you care about. Your call will be free of charge and confidential.
Axis Health System
- Phone number: 970-247-5245
- Website: axishealthsystem.org
Mental Health America – Colorado (Pro-Bono Counseling and Referral Program)
- Phone number: 720-208-2238
- Website: mhacolorado.org
Reasons to call a crisis hotline
- To talk with someone who cares
- If you feel that you may be in danger of hurting yourself or others
- To get help with mental health services in your area
- To speak with a crisis worker about someone you are concerned about
Crisis/suicide prevention hotlines
- Dial 988 (English and Spanish languages available)
- Or, call 911 and ask for help. Tell them if you are in danger of hurting yourself or others.
Suicide warning signs
- Threats to hurt yourself or talking about wanting to hurt yourself
- Looking for ways to hurt yourself
- Talking or writing about death, dying or suicide
- Feeling hopeless or no sense of purpose in life
- Feeling rage and wild anger/looking for ways to get even
- Acting out of control; doing risky things
- Feeling trapped — like there is no way out
- Rise in drug or alcohol use
- Feeling nervous, restless, unable to sleep or sleeping all the time
- Having big mood changes
It is important for you to know that you have privacy rights under a federal law that protects your health information. Federal law sets rules and limits on who can look at and receive your health information.
You have rights over your health information
Providers and health insurers who are required to follow this law must comply with your right to:
- ask to see and receive a copy of your health records
- request corrections to your health information
- receive a notice that tells you how your health information may be used and shared
- decide if you want to give your permission before your health information can be used or shared for certain purposes, such as marketing
- request a list of those instances where we have disclosed your medical information, other than for treatment, payment, health care operations or where you specifically authorized a disclosure
- file a complaint.
To make sure that your health information is protected in a way that doesn’t interfere with your health care, your information can be used and shared:
- for your treatment and care coordination
- to pay doctors and hospitals for your care and help run their businesses
- with your family, relatives, friends, or others you choose, who are involved with your health care, or your health care bills
- to make sure doctors give good care
- to protect the public’s health, such as reporting when the flu is in your area
- to make required reports to the police, when needed
- in a facility directory that lists your name, location in the facility, general condition (good, fair, etc.), and religious affiliation
- with a clergy member who matches a religious affiliation you have shared with us.
Without your written permission, your provider cannot:
- give your health information to your employer
- use or share your health information for marketing or advertising purposes
- share private notes about your mental health counseling sessions.
Adapted from U.S. Department of Health & Human Services Office for Civil Rights
- Any health care professional who treats you at any of our locations
- All departments and units of our organization
- All employed associates, staff, or volunteers of our organization. This includes staff at our sponsor organizations with which we may share information.
- Any business associate or partner with whom we share health information
- Information your doctors, nurses, and other health caregivers place in your medical records
- Conversations your doctor has with nurses and others regarding your care or treatment
- Information about you in your health insurer’s computer system
- Most other health information about you
This guide contains only a brief description of your privacy rights. For a comprehensive list of privacy rights please request a copy of our Notice of Privacy Practices. If you are concerned that your privacy rights may have been violated or disagree with a decision we made about access to your records, you may contact the facility main number and ask for the designated privacy officer or contact the Centura Health Integrity Helpline at 1-888-424-2458. You also may send a written complaint to the U.S. Department of Health and Human Services Office for Civil Rights. Under no circumstance will you be penalized or retaliated against for filing a complaint.
At Centura Health, we believe that you are in control of your health and the decisions about your health. We are passionately committed to supporting your decisions. At each of our hospitals, facilities and services, we support a Patient Bill of Rights and Responsibilities. Knowing your rights and role as a patient will help you make better decisions about your health care.
If you feel your rights are being overlooked, all Centura Health facilities maintain formal concern, complaint and grievance procedures. These procedures are detailed within the following Patient Bill of Rights.
This Bill of Rights and Responsibilities also describes your responsibilities and role as a patient. Patients who choose to disregard their rights and responsibilities agree to accept the consequences which could jeopardize the goal of providing you a superior patient experience and the highest quality of care.
A copy of the Patient Bill of Rights and Responsibilities is provided upon registration. A copy of the facility Patient Rights and Responsibilities policy and procedure will also be provided to patients upon their request.
Advance medical decisions
What happens when people become too sick to make their own medical decisions?
Someone must decide when to start treatment, when not to start it or when to stop it. Family members and doctors usually make decisions when you cannot. Sometimes they are not sure or disagree about what is best. When you complete documents called advance directives, you make clear your choices about care decisions. And when they are clear, it is more likely they will be followed.
When you are admitted, we will ask if you have a copy of your advance directives. However, you do not need an advance directive to receive care and treatment.
We will place a copy of your medical directive in the medical record.
Keep a copy for yourself and for your family in a place that is easy to find.
If you do not have a copy with you at the time you are admitted, please have a family member bring it to the hospital.
If your written advance directives are from another state, we will honor them.
You can express your wishes in several different ways, including:
A Medical Durable Power of Attorney (MDPOA) names the person you wish to make medical decisions for you in the event that you cannot make them for yourself.
A Living Will tells doctors to stop or not start life-sustaining procedures if you are in a terminal condition and cannot make your own decisions. In this document you can name your wishes and values related to specific life-sustaining procedures and treatments.
A CPR directive allows you or your MDPOA to refuse attempts at reviving you should your heart and/or breathing stop.
If you would like more information about advance medical directives, ask to speak with the Department of Spiritual Care. A chaplain can help you.
Centura Health hospitals support the rights of all patients across the lifespan including geriatric, adult, adolescent, pediatric, infant, and neonatal populations. These rights may be exercised through the patient individually or through their authorized surrogate decision maker.
You have the right to. . .
- Be informed of your patient rights in advance of receiving or discontinuing care when possible.
- Receive care, treatment, and visitation regardless of disability, national origin, culture, age, color, race, religion, gender identity, sexual orientation. No one is denied examination or treatment of an emergency medical condition because of their source of payment.
- Give informed consent for all treatment, procedures, and/or production of recordings, films or other images when used for other than identification, diagnosis, or treatment.
- Be informed of your health status/prognosis, including unanticipated outcomes of care and the treatment and services related to serious preventable adverse events.
- Participate in all areas of your care plan, treatment, care decisions, and discharge plan.
- Receive appropriate assessment and prompt management of your pain.
- Be treated with respect and dignity.
- Experience personal privacy, comfort, and security to the extent possible during your stay.
- Be free from restraints or seclusion imposed as a means of coercion, discipline, convenience, or retaliation by staff.
- Experience confidentiality of all communication and clinical records related to your care. You will receive a copy of our Notice of Privacy Practices to inform you how your personal medical information can be used and disclosed, and your rights related to your medical information.
- Have access to telephone calls, mail, and other communication devices. Any restrictions to access will be discussed with you, and you will be involved in the decision when possible or appropriate.
- Choose a “visitor” who may visit you, including but not limited to, a spouse, a domestic partner (including a same‐sex domestic partner), another family member, or a friend, and you have the right to withdraw or deny such choice at any time. You also have the right to select an identified “support person” who can make visitation decisions should you become incapacitated.
- If hospitalized, have the right to designate at least one post‐discharge caregiver who will assist you with basic tasks following your discharge and, along with you or your authorized surrogate decision maker, provide consultation on your discharge plan. Designating a post‐discharge caregiver does not mean the person you have designated is obligated to care for you.
- Be communicated with in a manner you can understand which takes into account your age, language, understanding and ability including, but not limited to, access to interpreter services and communication aides, at no cost. Such communication will include communication with your companion.
- Have access to pastoral/spiritual care.
- Receive care in a safe setting.
- Be free from all forms of abuse, neglect, mistreatment, or exploitation.
- Have access to protective services (e.g., guardianship, advocacy services, and child/adult protective services).
- Request medically necessary and appropriate care and treatment.
- Refuse any drug, test, procedure, or treatment and be informed of the medical consequences of such a decision.
- Consent to or refuse to participate in teaching programs, research, experimental programs, and/or clinical trials.
- Receive information about advance directives. Set up or provide advance directives and have them followed. Designate an authorized surrogate decisionmaker as permitted by law and as needed.
- Participate in decision‐making regarding ethical issues, personal values, or beliefs.
- If hospitalized, have a family member or representative of your choice and your physician promptly notified of your admission to the hospital, upon request.
- Know the names, professional status, and experience of your caregivers.
- Have access to your medical records within a reasonable timeframe.
- Be examined, treated, and if necessary, transferred to another facility if you have an emergency medical condition or are in labor, regardless of your ability to pay.
- Request and receive, prior to the initiation of non‐emergent care or treatment, the charges (or estimate of charges) for routine, usual, and customary services and any co‐payment, deductible, or non‐covered charges, as well as the facility’s general billing procedures including receipt and explanation of an itemized bill. This right is honored regardless of the source(s) of payment.
- Right to request that in-network providers perform all covered medical services. However, you may have to receive medical services from an out-of-network provider if an in-network provider is unavailable. When known, you have the right to be told if you are at an out-of-network location or if out-of-network providers are providing services. You have the right to be told what types of services you will be using that might be provided by an out-of-network provider.
- Right to receive a “Colorado Surprise Billing Disclosure,” describing Centura Health’s “Surprise Billing” rights and obligations.
- Be informed of the hospital’s complaint and grievance procedure and whom to contact to file a concern, complaint, or grievance. Note: If you have financial issues or questions, please contact Centura Consumer Operations at 303-486‐5400. Toll free: 800‐953‐0104
- Our priority is for you to have a positive patient experience. If your concerns are not being resolved with your immediate caregiver or the department manager or administrative staff, please call the patient care representative/advocate or access the hospital operator by dialing “0”.
- You may also contact The Health Facilities Division of the Colorado Department of Public Health and Environment or the Kansas Department of Health and Environment and the Office of Civil Rights directly regardless of whether you first used the hospital’s complaint and grievance process.
The Colorado Department of Public Health and Environment
4300 Cherry Creek Drive South
Denver, CO 80222-1530
The Kansas Department of Health and Environment
1000 SW Jackson
Topeka, Kansas 66612
The Office for Civil Rights
Department of Health and Human Services
999 18th Street South Terrace, Suite 417
Denver, Colorado 80202
- If you received care in a hospital, emergency department, home care or hospice and if after speaking with one of their representatives your complaint remains unresolved, you may contact The Joint Commission by mail to:
Office of Quality and Patient Safety, The Joint Commission
One Renaissance Boulevard, Oakbrook Terrace, IL 60181
Online to: www.jointcommission.org using the "Report a Patient Safety Event" link in the "Action Center" on the home page of the website.
- You also have the right to file a complaint with the appropriate oversight boards including the Colorado Board of Medical Examiners, the Colorado Dental and Podiatry Boards and the Colorado Department of Regulatory Agencies. For Kansas hospitals, this includes the Kansas State Board of Healing Arts, the Kansas Board of Nursing, and the Kansas Office of Health Occupations Credentialing. Contact information will be provided by a hospital representative upon request.
- If you received care in one of our accredited mammography programs, and had a serious grievance* that you feel was not adequately addressed by the facility, you may fax, email or mail to:
Director, Breast Imaging Accreditation Programs American College of Radiology: 1891 Preston
White Drive, Reston, VA 20191-4397
*A serious grievance is defined by the FDA as "a report of a serious adverse event, which means an event that significantly compromises clinical outcomes or one for which a facility fails to take appropriate corrective action in a timely manner."
You have the responsibility to . . .
- Ask questions and promptly voice concerns.
- Give full and accurate information as it relates to your health, including prescription and non-prescription medications.
- Report changes in your condition or symptoms, including pain, and request assistance of a member of the health care team.
- Educate yourself. Learn about the medical tests that are being performed and understand your treatment plan.
- Follow your recommended treatment plan.
- Be considerate of other patients and staff.
- Secure your valuables.
- Follow facility rules and regulations.
- Respect property that belongs to the facility or others.
- Understand and honor financial obligations related to your care, including understanding your own insurance coverage. This includes an obligation to understand whether the services provided are considered in-network or out-of-network by my insurance, and to take all steps necessary to understand my insurance coverage.
First, talk with your nurse or doctor.
- If you do not feel comfortable talking with your care team, ask to speak with the assistant nurse manager, supervisor, or the administrative director on your patient care unit or in the department where you are receiving services. You may also ask to speak with a house administrative manager or hospital administrator. The house administrative manager can be reached 24/7 by dialing the hospital operator “0” and asking to speak with the house administrative manager.
- If our staff is unable to assist you in resolving your complaint, the patient representative may be contacted at 970-764-2136. You will receive a return call from the patient representative as soon as possible Monday through Friday to acknowledge receipt of your call.
- Please know that if you require interpreter or translator services to communicate your concern or complaint, those are available and can be arranged for you.
- The hospital encourages you to voice complaints and recommend changes freely without being subject to coercion, discrimination, reprisal, or unreasonable disruption of care.
If you are dissatisfied with the resolutions provided by hospital staff as described above, your complaint can be elevated to a grievance and an investigation into your concerns will be initiated by our patient representative. After this investigation has been completed, and we have received appropriate staff and management input, the patient representative will provide you with written notice of the hospital’s resolution of the grievance. The written notice will include steps taken on your behalf to investigate the grievance, results of the grievance process, the date of completion and the appropriate hospital contact person.
Centura Health is dedicated to ensuring that emergency and other medically necessary care is accessible to all patients, regardless of ability to pay, ability to qualify for financial assistance, or the availability of third-party coverage. We believe medically necessary health care services should be accessible to all, regardless of age, gender, geographic location, cultural background, physical mobility, or ability to pay. We are committed to providing health care services and acknowledge that, in some cases, the patient will not be financially able to pay for the services received. Whenever possible, we may determine eligibility for financial assistance before or at the time of admission. Please contact the financial counseling department at 970-764-2380 if you have any billing or payment questions related to your stay.
Copies of medical records may be requested from the health information management department. The department is open Monday – Firday from 8 am to 4 pm. You will need to complete a special form, either an Authorization to Disclose Protected Information and/or Patient Request to Access Medical Records. There is a fee for copying medical records and postage may apply. Allow 7-10 business days for copies of medical records. If you have any questions, please call 970-764-2380 for more information or visit our medical records page.
View your personal medical record
MyCenturaHealth is a secure online portal that helps you conveniently manage your health. You can access your medical record from participating Centura Health hospitals and Centura Health Physician Group practices — all with one username and password. With MyCenturaHealth, you’ll have the ability to view your personal health information, request appointments, email directly with your provider or clinic, get medical advice, pay bills, and more.
Sign up for MyCenturaHealth
Patients 18 years of age or older may sign up to use MyCenturaHealth. Simply visit epic.mycenturahealth.org and follow the instructions to either enter or request your personalized authorization code. MyCenturaHealth is also available to download on your mobile device. Visit your iOS or Android app store and search for MyCenturaHealth to get started.
Wherever you need it, our primary care providers are available to support you in mind, body, and spirit.
Our primary care providers are focused on keeping you healthy. From annual physicals to when illness or injuries arise, our compassionate caregivers are here to help you take an active role in maintaining your whole health — mind, body, and spirit.
With over 200 locations across Colorado and western Kansas, we’re here for you with the care you need to live your best life.
Find a primary care provider near you at centura.org/primarycare