Introduction

The Patient Affairs Department has worked diligently to coordinate the reorganization, training and implementation of the newly created Inpatient Officer Services.  This program has combined the duties of patient relations officers, eligibility officers and unit assistants, and incorporated them into their new job description as inpatient officers.

Mission

4      Improving utilization of staff 4      Preventing duplication of functions 4      Improving quality of services given to our patients

Duties

All officers willingly cover any shortage in the different units as well as Emergency Medical Services, Critical Care and the Outpatient Department whenever needed. They work closely with:

Physicians

4      Discuss any related questions that patients have 4      Discuss issues related to patients’ length of stay (LOS) 4      Request and follow-up medical reports 4      Discharge planning

Nursing

4      Coordinate any procedures to be done outside the unit 4      Charge sheets 4      Coordinate the transfer of patients to other institutions when needed

Admission

4      Coordinate admissions and discharges 4      Ensure maximum utilization of beds

Eligibility

4      Coordinate with Medical Eligibility to provide patients with financial coverage as per hospital policy 4      Coordinate the transfer of patients to their primary referring hospitals

Medical Records

4      Assist Medical Records in following up with the physicians to dictate, review and sign medical reports 4      Help Medical Records in file assembly whenever needed

Business Office

4      Assist the Business Office in implementing/creating new procedures regarding insurance companies 4      Follow-up regarding length-of-stay (LOS) and companies’ approvals

Patients’ Responsibilities

Patients must abide by all hospital rules and regulations:

4      No Smoking Policy - The King Faisal Specialist Hospital and Research Centre, in compliance with Royal Directives and consistent with its healthcare leadership role in the community, regards smoking as harmful to health and discourages the practice. Smoking is prohibited throughout the Hospital buildings and all Hospital vehicles and buses. 4      Visitor Policy - To ensure the comfort and rights of all patients are observed, visitors are required to be follow the policy guidelines with respect to noise levels and visiting hours.

Patients must provide their physician with complete information regarding their health such as:

4      Present medical condition 4      Previous illnesses 4      Previous hospitalization 4      Medication or vitamins presently taking 4      Other information that may be pertinent to your health such as family medical history.

In the event that the patient does not understand the information given by your doctor or other member of your health care team about your diagnosis or treatment, further explanation should be requested. Valuables should be left at home and only those items necessary should be brought to the Hospital. The assigned nurse or physician should be advised of any changes to the patient’s condition. Patients should be on time for their appointments and call as soon as possible if they cannot attend. It should be understood that some patients require more medical than others due to their condition and they will be given priority. Patients should follow the instructions of the physician or other members of their health care team. They are solely responsible for the consequences due the rejection of treatment or non-compliance with instruction. In the event that treatment is refused, the patient will be required to sign a form to that effect. Patients and their visitors should follow the safety and security instructions and directions issued by the Hospital for their safety. If the treating physician has given their approval the patient must advise the nurse and Inpatient Officer when they are going for a walk/leaving the ward and must return to their room when required. The patient, their escort and visitors will be held responsible by the relevant authorities for any damage to the medical equipment in the patient’s room due to carelessness or misuse. The patient will be fully responsible for any violations of hospital regulations by their escort. In such cases, the escort’s order issued by the Hospital Director will be cancelled.

Inpatient Officers are ready to assist in the event that any patient has an inquiry regarding rights and responsibilities.

Patients’ Bill of Rights

KFSH&RC-Jeddah staff are committed to providing excellent medical and nursing care. We believe that outstanding patient care begins with the establishment of a partnership between the patient (and his or her family) and our staff. The following is a list of patient rights. KFSH&RC-Jeddah patients can expect:

4      To receive compassionate, culturally sensitive and respectful care in a clean, safe and friendly environment. 4      To be cared for by qualified, competent and caring staff. 4      To be seen by their consultant within 24 hours of admission and on a regular basis thereafter. 4      To be kept fully informed of their diagnosis, treatments plan, possible significant complications or side effects and required follow up treatment. 4      To receive all necessary information to allow informed consent to be given for any proposed procedure or treatment. 4      To be able to comment on and discuss the care and services they are receiving. 4      To be informed of the effect on the health of the patient if the patient refuses treatment. 4      To be assured of privacy and confidentiality with regard to medical and social information. 4      To be provided with adequate translation services as needed by the Inpatient Officer. 4      To be able to refuse to take part in any proposed research, or to withdraw from a research program at any stage. Such refusal or withdrawal will have no effect on delivery of care to the patient. 4      To be discharged as recommended by their consultant with appropriate medication, follow-up appointment, and required instruction/education for care at home. 4      To be provided with a copy of their discharge summary orders to facilitate follow-up by their physician or at a local hospital if needed. 4      To be provided, if requested, with a statement documenting their hospitalization.

Important Information for Admitted Patients

Policies for sitters:

4      For medical and social reasons, one sitter is allowed for children, senior, and handicapped patients. 4      A pregnant woman who is more than seven (7) months into the pregnancy, cannot be accepted as a sitter. 4      A sitter must be in good health and should not be less than (18) eighteen years of age. 4      Newborns are not allowed in the hospital with sitter. 4      Sitters are eligible for full daily meals through the Food Services department. 4      The sitter is expected to be with the patient all the time. 4      Sitters are not allowed in double rooms, rooms under precaution, or intensive care units. 4      The sitter must leave the room, whenever his/her patient is transferred to the intensive care unit. 4      Sitters are expected to be familiar with the methods of caring for the patient, and to share in offering the required care as indicated by the treating team. 4      Sitters shall be provided with the necessary documents to establish their eligibility as sitters whenever needed.

Self care items

Every patient and sitter must bring a toothbrush, toothpaste, hairbrush, comb, slippers/shoes, along with the patient’s medication used at home, and the future appointment slips.

Food and nutrition

Based on individual patient choice, and in the absence of any restrictions, the hospital offers healthy meals to patients, and additional ‘extra’ meals whenever needed. Based on the patient’s health, the treating consultant may order a special diet. Dieticians are available to assist in meal selection and to answer any inquiries. As well, the Inpatient Officer or nurse can be contacted where the patient has questions regarding any aspect concerning food or nutrition.

Visiting policies:

Individuals less than fourteen (14) years of age are not allowed into the hospital for visitation except in obstetrics ward, as indicated in the following instructions.

Intensive Care Unit visiting hours (8:00 am – 08:30 am) (04:00 pm – 05:00 pm) (08:00 pm – 09:00 pm) Other wards’ visiting hours From (05:00 pm – 09:30 pm) Thursday and Friday from (10:00 am – 10:00 pm) Obstetrics ward Additional visiting hours for children are flexible.  Patients/families are requested confirm appropriate times upon arrival in the ward.

“QEBLA” Direction and prayer

For our Muslim population, the “QEBLA” Direction has been identified by a tag attached to the room ceiling.  Tayammum Sand is obtainable upon request through the Inpatient Officer.

Patient valuables

It is not advisable to bring valuables into the Hospital as the Hospital will not be responsible for any loss. However, should the patient feel it necessary to bring certain items, they must advise an Inpatient Officer immediately upon their admission.

Phone calls

4      Relatives may call a patient directly by dialing 669-8 plus the room number, or call the hospital at 667-7777 and after hearing the recording, dial 8 before the room number. 4      To make an outside call, the patient must dial number (9) before the local number. Please note that for national calls (outside Jeddah) and international calls, prepaid phone cards are available in the mini market at the main hospital lobby.

Newspapers and personal items

Newspapers, magazines, and other personal items such as (toothbrushes, perfumes, etc.) are available in the gift shop at the main hospital lobby. Flowers may be obtained from the flower shop in the main hospital lobby as well.

Satisfaction Surveys

Patients are asked to fill in a patient satisfaction survey for each admission.  The questions cover admissions, physicians, nurses, physical therapy, food services, housekeeping, social services, inpatient officer services and other questions related to other departments.  The surveys are given to patients upon discharge or, for long-term patients, surveys are given every other week.  They are collected by the Patient Relations Coordinator and entered into a database.  Results and reports are generated and sent to all Executives on a quarterly basis.

Complaint Mechanism

All patient complaints are directed to the Patient Relations coordinator on duty and handled according to the established procedures.  The coordinator is responsible for ensuring the complaint is forwarded to the appropriate department and resolved accordingly.

How to reach us

Inpatient Officer services are provided to all units daily from 7am to 10pm, and from 10am to 7pm on weekends.  Services in Critical Care areas and EMS are provided twenty-four (24) hours every day.

Patients can contact us by asking the nurse.  We are available at all nurse stations. We are there to ensure patients do not leave our hospital without a smile.