Patient Guide

We are committed to your care.

Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you. You may be contacted by phone, email or text and asked to complete a confidential survey. Please take the time to complete the survey. Your feedback will help us know what we’re doing well and where we can improve.

Privacy Practices Patient Rights & Responsibilities Concerns about your Care

Fast facts about your stay.

Support for Caregivers

We encourage patients to pick a key person to support them during their hospital stay. Whether you are that primary support person, or just one of many people caring for and supporting your loved one, you can play an important role in making sure your loved one gets the safest and best care both here and beyond the hospital.

Patient and Family Care
We participate in patient- and family-centered care. We believe that family plays an important role in ensuring the health and well-being of patients of all ages. Our goal is to create partnerships among healthcare practitioners, patients and families that will lead to the best outcomes and enhance the delivery of safe, quality, efficient, effective, and timely care.

What to Know Before You Leave
Caregivers can help ensure the best outcome for their loved one after a hospital stay by getting the answers to these three questions:

What is the next step for medical care (home or facility, follow-up with primary care physician or physical therapy, etc.)? Help your loved one arrange the details to make this happen—financial plan, transportation, scheduling, etc.
What new and former medicines does my loved one need to take? Help your loved one understand the details—timing, dosing instructions, side effects, prescription refills, etc.
What health warning signs do I need to watch for and what do I do if they happen? Help your loved one by writing these symptoms down as well as the name and contact number to call.

If you feel like you need a break or help, reach out to friends and family. And consult the resources listed here: National Alliance for Caregiving | Family Caregiver Alliance | Caregiver Action Network

Facts About Your Stay

Admissions

Patients may pre-admit once admission has been scheduled. Admissions are processed via the registration clerks in the front lobby; after hours admissions are processed at the registration desk in the Emergency Department. Once you arrive on the nursing unit, the staff will help you get acquainted with your room and your surroundings.

Expectant mothers should check in through the Emergency Department before coming to Labor and Delivery. If you are an admission please check in via the registration clerks in the front lobby.

Bedside Shift Report

We want you to feel comfortable and cared for throughout your stay, so at each nursing shift change—about every 12 hours—your nurse will introduce your new nurse to you. The team will talk about your progress, medicine and tests scheduled for the day. Ask questions. The more you’re involved, the better and safer your care.

Bedside Technology

During your stay, you may see your doctors and nurses using computers or tablets. These tools help them care for you by providing around-the-clock monitoring, a variety of resources and quick communication with the rest of your healthcare team. If you have any questions, ask your doctor or nurse.

Café and Dining

Basement Bistro
Location: Basement level

Breakfast Hours:
Monday through Friday: 8:00 a.m. to 8:30 a.m.

Lunch Hours:
Daily: 11:00 a.m. to 1:30 p.m.

Dinner Hours:
Monday through Friday: 5:00 p.m. to 5:30 p.m.

Visitors may use the dining room at any time. Due to dietary restrictions, patients may not be served in the cafeteria.

Calling Your Nurse

Your room is connected to the nursing station via an intercom system. To call for your nurse, press the NURSE call button located at your bedside. If you have any questions on how to use the call button, ask a staff member to show you.

Cellphones & Video

During your stay, you may see members of your care team using mobile phones. At Clinch Valley Health, our staff are permitted to use phones for work-related activities, such as communicating with doctors or other care team members. Employees are not allowed to use phones for non-work-related activities. There are many work related benefits of cellphones and other communication devices, including access to medical references, clinical tools and patient information.

Channel Listing for TV

Channel Listings for TV

Concerns About Your Care

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue still is not resolved, then contact the hospital patient advocate. You also have the right to file your complaint with either:

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Website: www.jointcommission.org, then click “Report patient safety event”

Sometimes a healthcare choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives. Our medical ethics committee can help you and those who are here to support you make difficult decisions.

Discharge

When you are medically ready to leave the hospital, your physician will write a discharge order on your medical chart. Your nurses and your physician will discuss discharge information with you, including special diets, medications and limitations on your activities. The case manager will assist you in making arrangements for home care or other community services, if needed. Your physician will let you know if an office visit is necessary after discharge.

Be sure to check your room for all personal belongings and reclaim any valuables from the hospital safe. When your transportation arrives, please allow your nurse to escort you from the hospital.

Electrical Appliances

For your safety, we reserve the right to inspect any electrical appliances brought into the hospital.

Family Waiting Room

For the convenience of your family and friends, Clinch Valley Medical Center has various waiting rooms for Med/Surg/ICU, Obstetrics Department, and Surgery.

Financial Arrangements

Do you have admission or registration questions?

We welcome you as our patient and are pleased you chose Clinch Valley Medical Center. We are committed to making your visit as comfortable as possible. Unless you came as an emergency patient, your physician made advance arrangements for your admission to Clinch Valley Medical Center. If your insurance carrier requires pre-certification, please contact the carrier and/or verify your attending physician has obtained the necessary authorization. If you need assistance, please contact the admissions department financial counselor by calling 276.596.6241.

Fire Safety

We conduct fire drills from time to time. If you hear an alarm, stay where you are. In an actual emergency, hospital staff will tell you what to do.

Flowers

Flowers are delivered to patient rooms by individual florists. Please note that flowers are not allowed in Intensive Care Units.

Gift Shop

Location: First Floor

Hours of Operation:

Mon. to Fri.: 8:00 a.m. to 4:00 p.m.
Cash, check and credit cards accepted.

The Gift Shop is located in the front lobby of the Clinch Valley Medical Center and offers flowers, cards, baby items, toiletries, candy and more.

Hearing Impaired

We have services available for people who are deaf or hearing impaired. If you need these services, please contact your nurse.

Hospital Safe for Valuables

If this is not an option, valuables may be locked up by Security at your request. Clinch Valley Health cannot be responsible for replacing personal belongings.

Hourly Rounding

A nurse will visit you every hour during the day and every two hours at night to check on your comfort, help you change positions in bed, assist with trips to the bathroom, and make sure you can reach your phone, call light, and personal items easily.

Housekeeping Services

For information on room cleaning schedule, please call the environmental services department at ext. 6075. Clinch Valley Medical Center believes in the perseverance of our natural resources therefore, bed linen is changed every other day or as needed depending on patient needs. If you need additional linens or housekeeping services, please contact your nurse.

Inpatient Registration Information

On the day of your admission, you will need to bring a few things to the hospital. Please bring personal items such as a robe, slippers and basic toiletries. You should also bring photo identification (i.e. driver’s license) and your insurance card or Medicaid or Medicare card. If you have an Advanced Directive please bring the original with you at the time of admission. If your hospital visit is due to a work-related injury, please bring the workers' compensation claim number and any claim forms required by your employer. If your hospital visit is due to a car accident, please bring your automobile insurance information. Please bring a list of all daily medications with you to the hospital.

Any portion of your bill not covered by insurance is due at the time of services rendered, unless you have made other arrangements. Clinch Valley Medical Center accepts cash, check, money order or one of many credit cards, including Visa, MasterCard, Discover and American Express.

Hospitals and doctors charge separately.

Once you are discharged from the hospital, you may receive a separate bill from the physician, anesthesiologist, pathologist, radiologist, or emergency department physician. These physicians are not employees of the hospital.

If you have questions about your coverage of your bill please call the Business Office at 276.596.6241 and we will be happy to help you.

Interpreters and Translation Services

Interpreter services are available for patients. Please contact your nurse for assistance.

Latex Allergies

In an effort to prevent or reduce exposure to known allergens, thereby reducing the risk of reaction, patients found to be allergic to latex will be treated with medical products which are free of latex or will be shielded from contact with latex.

Lost and Found

You may contact Lost and Found at ext. 6075.

Mail

Mail and email sent to our website are delivered to patients Monday through Friday. Flowers may be delivered by individual florists, staff or volunteers. Fresh flowers are not allowed in critical care areas.

Mail received after discharge will be forwarded to the patient’s home. Outgoing mail may be taken to the nurses station or given to your attending nurse. Postage stamps are available in the gift shop.

Mail for patients should be addressed as follows:

Patient Name
Clinch Valley Medical Center
6801 Gov. G.C. Peery Highway
Richlands, VA 24641

Medicines

Please do not bring any prescription or over-the-counter medicines to the hospital. All medicines you take in the hospital need to be prescribed, filled and given to you by hospital staff. Tell your doctor about any medicines you regularly take. If you still need them, hospital staff will give them to you.

We will need a complete list of medicines you are currently taking, including those not prescribed or ordered by your doctor. While in the hospital, please take only medicines administered by your nurse. If the medicines are not given at the same time as you normally take them, please let us know and we will try to do things as you do at home. Sometimes meals or tests may hinder your normal routine.

We use generic medicines when possible to keep costs low. Because of this, some medicines may look different from your usual pills. If you have questions about the pills or other medicines you are taking, do not hesitate to ask your nurse or physician.

Newspapers

Local newspapers may be purchased from boxes outside the front doors of Clinch Valley Medical Center.

Parking

Clinch Valley Health provides free valet parking and free self-service parking.

Pastoral Care

If you would like a visit from the chaplain for spiritual care and comfort, please ask your nurse to contact the chaplain on call. Your loved ones also may fill out a request card in the chapel. A chaplain will address your concerns by the next business day after receiving the request. The chapel is always open for prayer and meditation. It’s located on the third floor.

Patient Meals

For questions about meals please ask your nurse or call the dietary department at ext. 6040. Because nutrition is an important part of your recovery, our dietitian prepares a variety of menus according to your doctor's instructions. If your doctor wishes you to adhere to a special diet once you have left the hospital, our dietitian can explain your new eating plan and how you can adapt it to your lifestyle.

Pediatric Care

For the safety of our pediatric patients, those under the age of 12, we require an adult to stay with them at all times. If your child is under 2 years of age, we require the use of a baby bed for the safety of your child.

Personal Belongings and Valuables

Personal care items such as contact lenses, eyeglasses, hearing aids and dentures can be stored in your bedside stand when not in use. Please do not put them on your bed or food tray to help avoid them being lost or damaged. Leave valuables like jewelry or cash at home, or give them to a trusted relative or friend to watch over. If this is not an option, valuables may be locked up by Security at your request. Clinch Valley Health cannot be responsible for replacing personal belongings.

- - Do not leave personal items atop bedside tables. Place them in the bedside table drawer when not in use.
  - Check for your belongings before leaving a changing room.
  - Never place eyeglasses, dentures or hearing aids on food trays. If you forget them they may be accidentally discarded.
  - Never put items under a pillow or sheet for safekeeping. They may be taken to the laundry where they could be damaged or lost.
  - If a personal item is missing, please contact your nurse immediately.

Public Restrooms

For everyone’s health and safety, we ask visitors not to use patient restrooms. Public restrooms are located throughout the hospital. Ask hospital staff to direct you to the nearest one.

Rapid Response Team

You can call a critical-care response team to respond if your condition worsens and you do not get the immediate care you need. Dial 5555 to request this special service. Ask a staff member to learn more.

Smoking

Given the serious health hazards of tobacco use, we have chosen to become a 100 percent tobacco-free campus. No smoking or tobacco products will be used while on Clinch Valley Health property, parking lots, associated buildings and vehicles. Patients and visitors are asked not to smoke during their hospital visit.

If You Smoke or Use Tobacco:
While you are in the hospital, please do not suffer from nicotine withdrawal. You can receive nicotine replacement therapy (NRT) or other appropriate support during your hospital visit. Please ask your nurse for more information.

Telephone

All patient rooms have phones. Your friends and family can call your hospital room directly. Your direct phone number is listed on the handout provided. If you need to make a phone call, dial 9 + area code + the phone number you want to call. To reach your nurse, use your call button or call the nurse directly using the phone number listed on the whiteboard. Long distance, credit card or collect calls may be placed by dialing "9" + area code and desired number. The hospital utilizes AT&T as its long distance company. If you wish to use a different company for credit card calls, dial your company's access code after dialing "9" + "0" or use the 800 number listed on your credit cards after dialing "9" + "1".

Calling from INSIDE the hospital? Dial the last four digits only.

Telephone Tips

- - Dialing the Hospital Operator from your room - Press "0"
  - Placing a local Call from your room - Press "9" then dial the number
  - Long Distance & Calling Card Calls from your room - Press "9" then "0"
  - To reach an Outside Operator from your room - Press "9" then "0"

TV

Each patient room has a television. Please be considerate of others by keeping the volume down and turning off your TV at bedtime. TVs are controlled by the bedside pillow speaker or side rail controls. Closed captioning is available for the hearing impaired. Ask a staff member if you have any questions on using your TV.

Vending Machines

Here you can find beverages and snacks 24 hours a day. Located on the basement level.

Visiting Hours

Visiting hours are subject to change. Please ask your nurse for official hours during your stay.

First and foremost, visitation guidelines may be revised at the discretion of hospital staff. At Clinch Valley Health, our top priority is safeguarding the health and wellbeing of our patients, providers, employees and community. Clinch Valley Medical Center has open visiting hours depending upon the condition of the patient. We continue to closely monitor the prevalence of coronavirus (COVID-19) in our community and follow state and federal guidance as we adapt our operations to safely care for and support our patients.

Most patients welcome your visits and your presence can even help speed recovery time. However, rest and therapy are important for hospitalized patients, so in the interest of patient care please follow these guidelines:

- - No more than two visitors should be with a patient at any one time.
  - Observe posted visiting hours and keep your visits short.
  - Visitors must be at least 12 years of age. Please do not leave children unattended in any area of the hospital.
  - If asked, leave the room during procedures or when doctors or nurses are tending to patients.
  - Check with the nurse before bringing a patient anything to eat or drink. Do not give the patient sweets, alcohol, cigarettes or medicine.
  - Do not eat the patient’s meals. As part of the treatment plan, staff records what and how much the patient is eating.
  - Do not visit if you have a cold or any other contagious condition.

Effective October 19, 2021 we are updating our visitor policy as follows:

- General Visitation (non-COVID-19 patients): One visitor over the age of 18 per day per patient between the hours of 11:00 am to 7:00 pm. All visitors are required to wear a mask while in the facility and encouraged to perform hand hygiene.
- Emergency Department: One visitor per patient over the age of 18 at the discretion of the Emergency Department staff. All visitors are required to wear a mask at all times. COVID-19 patients are allowed one visitor over the age of 18 if they are able to provide proof of receiving the COVID-19 vaccine. Visitors with COVID-19 patients are required to wear a gown and mask at all times and will not be permitted to go in and out of the Emergency Department.
- Intensive Care Unit: One visitor over the age of 18 per day per patient at the discretion of the staff between the hours of 11:00 am to 7:00 pm. Visitors must provide proof of receiving the COVID-19 vaccine. Visitors of COVID-19 patients will also be required to wear a gown, gloves and a mask at all times.
- Labor/Delivery Unit: One support person per day per patient at the discretion of the staff. Support person is not permitted to go in and out of the OB Unit.
- Skilled Nursing Unit: Visitation is Tuesday, Thursday and Sunday from 11:00 am to 7:00 pm at the discretion of the staff. All visitors are required to wear a mask.
- Medical/Surgical Unit (non-COVID-19 patients): One visitor over the age of 18 per day per patient between the hours of 11:00 am to 7:00 pm at the discretion of the staff. All visitors are required to wear a mask.
- Medical/Surgical Unit (COVID-19 patients): One visitor over the age of 18 per day between the hours of 11:00 am to 7:00 pm at the discretion of the staff. Visitors must provide proof of receiving the COVID-19 vaccine. Visitors will be required to wear a gown, gloves and a mask at all times.

Thank you for your continued understanding and cooperation as we work to maintain a safe environment for our patients and team.

Our hospital is committed to providing the highest quality care and ensuring the safety of our patients, employees, providers, volunteers and visitors. We are continuing to monitor the evolving situation with the coronavirus (COVID-19) and are taking the necessary steps to ensure we are fully prepared to care for patients, in accordance with guidance from the Centers for Disease Control and Prevention (CDC) and in partnership with our local and state health departments. Our hospital is prepared with the appropriate plans to detect, protect and respond. We continue to work closely with the local health department and the Virginia Department of Health. Any questions regarding the testing process should be referred directly to our partners at the health department.

Pet Visitation

Clinch Valley Medical Center is committed to providing personalized care that recognizes the benefits of integrating traditional medicine with complementary medicine as a supportive service. Patient must be deemed, by their physician, as appropriate to benefit from the visit of his/her dog. Only dogs that are certified to be medically fit shall be allowed to visit.

What Not to Bring

Do not bring watches, jewelry, cash or other valuables to the hospital. Clinch Valley Medical Center will only be responsible for these items if they are deposited into our safe. Ask your nurse about safe deposits upon admission. Please do not bring medications to the hospital. Your physician and the hospital pharmacy will provide all of your medication while you are in the hospital. However, it is important to provide your physician with a list of all medications that you are currently taking.

What to Bring

You will need to bring a small number of personal items to the hospital, such as pajamas, robe, slippers and personal toilet articles, including cases for glasses, contact lenses, hearing aids and dentures. If you bring with you or any of the prior mentioned items are brought to you after your admission, please make sure your nurse is aware that you have them in your possession. These items are your responsibility. Bring your driver’s license, insurance card, claim forms, and your co-pay and deductible amounts.

Wifi

Clinch Valley Health has wireless internet access.

Wifi computer network technology allows computers to, PDAs, and smartphones to connect to the internet via a wireless network.

Clinch Valley Health is providing this service free of charge for its patients and guests, however users must bring their own wifi enabled equipment and software.

Patients and guests will be able to open a web browser and select Clinch Valley Health Guest WIFI from a list of available networks. They will then see a Clinch Valley welcome page. Once the Terms of Service agreement is reviewed and accepted they are connected to the internet. No passwords. No fees.

As with all other forms of wireless communication, the signal is not secure and can be reviewed by anyone within broadcast range. A wireless internet session must be encrypted to be made secure.

Although the signal is not secure the Clinch Valley Health Wi-Fi network is designed to allow outbound VPN connectivity. This will be very useful for patients and guests, allowing them to connect back to their corporate office over a secure tunnel to retrieve email or access files.