NON DISCRIMINATION POLICY
No person in the state of California shall, solely on the basis of race, color, national origin, religion, sex, age or disability, including persons known to be HIV positive or who have AIDS, be excluded form participation in, denied the benefits of, or subjected to discrimination under any program or activity that is funded directly by the Department of Health Services or receives any financial assistance from the Department of Health Services.
The staff at Queen of the Valley Medical Center has as its goal the desire to exceed your expectations. We understand that the more you know, the better you will feel, and we consider you a partner in your medical care. When you are well informed and are able to communicate openly with your physician and other health professionals, you can help make your care as effective as possible.
Your nurse will be able to provide you with most of what you may need during your stay, but please let us know if there is something we can do to help make you more comfortable.
VALUABLES
We recommend that all jewelry, important papers, credit cards, keys, wallets, rings, and cash in excess of $10 be sent home when you are admitted as a patient.
If you are unable to do so, your nurse will arrange for your valuables to be stored in the medical center safe until your discharge. Please ask for a receipt. Queen of the Valley assumes no responsibility for personal property retained by the patient.
Eyeglasses, dentures and hearing aids are an important part of your life. These items require special care. Tell your nurse that you use these items.
Please take care not to leave any of these items on your meal tray or lying on your bed, as they may be inadvertently disposed of or lost.
YOUR BILL
During your hospitalization, daily charges for services will be billed to your account. Upon discharge, we will forward a claim to your insurance company.
You may also receive separate bills for your attending physicians as well as any other physicians involved in your care. These may include the anesthesiologist, pathologist, radiation oncologist, surgeon, and assistant surgeon. If you have any questions regarding these bills, contact the physician at the number provided on your statement. For more information regarding medical center billing, please contact a Customer Service Representative at (707) 257-4095.
INSURANCE, BILLING AND PAYMENT
A Customer Service Representative from Patient Financial Services can assist you with your insurance claims and payment of any uninsured services. In order to submit your claim, you will be expected to provide your insurance information. Authorization or referral may be required by your insurance company and must be obtained prior to services.
>You may want to pay deductibles and estimated co-insurance prior to your hospital visit by phone or onsite. Discover, American Expresess, Visa, MasterCard and debit cards are accepted by phone. All forms of payment are accepted onsite. We are happy to answer any questions about your bill.
Customer Service Representatives are available Monday through Friday from 9:00 a.m.- 5:00 p.m. Call (707) 257-4095 for information. Onsite cashiers, located across from the Foundation Office, are open 8:30 am - 5 pm Monday - Friday. The Concierge accepts payments (but cannot answer questions) from 5 pm - 8:30 am Monday - Friday and weekends.
For more information on billing and an overview of our Financial Assistance Program, please click here .
MEALS
You will find a menu card on your breakfast tray each morning. Your selections will be for the following day. Please fill out the menu after breakfast. A representative from the Dietary Department will pick up your menu.
If you need help with menu selection or have questions about your diet, ask your nurse to contact our dietitians. Dietary Services can be reached at Ext. 4046.
MAIL / TELEPHONE
Mail is delivered to your room Monday through Friday. Mail received after your discharge from the medical center will be forwarded to your home address unless you leave other instructions at the time of discharge. Mail, flowers, and gifts should be sent to:
Queen of the Valley Medical Center
1000 Trancas Street
Napa, CA 94558
Attention: “Patient’s Name”
Telephone service is available in all rooms. To call locally, dial 9 and then dial the local number. Calls outside the Napa area can be charged to your home number or the number being called. To make toll calls within the 707, 415, 341, 925, 650 and 408 area codes, dial 8-0 and then the number. The commercial operator will ask for billing information.
Visitors wishing to call your room should dial the general medical center number, 707 252-4411, and then your room number as the extension. For double rooms, use the following guideline:
For the bed nearest to the door, the phone extension is the room number .
For the bed nearest to the window, the phone extension is the room number plus 1.
Example: In Room 3122, the phone by the door is ext. 3122; the phone by the window is ext. 3123.
Note: Cell phone use is prohibited inside the medical center to protect the privacy of our patients.
TELEVISION
Televisions are provided at no charge. Please be considerate with the volume level so that it will not disturb other patients. Closed-caption television decoders are available for deaf and hearing-impaired patients. You may ask you nurse to arrange one for you.
INTERPRETER AND COMMUNICATION SERVICES
Queen of the Valley Medical Center is committed to promoting access to communication for patients and their families who are limited- or non-English speakers. The medical center offers resources to provide interpreting and translating services. These include a Hispanic Services Coordinator, Spanish and other language interpreters/translators, including sign language, and the Language Line Services.
Several resources are available to promote access to communication for the deaf or hearing impaired patients. These resources include Sign Language Interpreters, Telecommunication Device for the Deaf (TDD), Fm Listening System, “PockeTalkers” transmitters and telephone amplifiers. Amplified pay telephones and public TDD is also available. Please contact your nurse for assistance .
ETHICS COUNCIL
Queen of the Valley Medical Center has an active Bioethics Consult Team, made up of, among others, physicians, nurses, social workers, chaplains, and bioethicists. The Consult Team can be readily convened to consider bioethical concerns of patients, their families, and medical center staff.
An Ethics Council addresses broader issues related to the ethical implications of the care and treatment of patients. Should you wish to access the services of these advisory groups, you may consult with your physician or the nursing staff. To call directly, dial “0” and the operator will assist you.