Welcome to Stillwater Medical Center.
We are honored that you and your physician have selected us to provide your medical care. We know that hospitalization is never an entirely pleasant experience, but we are committed to providing excellent care in a safe and compassionate manner. The following information will provide answers to many of the questions you might have during your stay with us. However, if you have any questions or concerns, please don’t hesitate to ask your medical team or call our patient advocate at extension 5676.
If at any time you feel you are not being treated in a fair and concerned manner, please notify our team in Administration at ext. 5230. They will be happy to provide you with the necessary information to proceed with an investigation.
In conclusion, we at Stillwater Medical Center appreciate the chance to care for you and wish you a pleasant and speedy recovery. If there is ever anything we can do to make your time with us more comfortable, please do not hesitate to ask.
Again, thank you for choosing Stillwater Medical Center.
Denise Webber, CEO
Stillwater Medical Center
Stillwater Medical Center is a regional health care center for Payne County and adjacent counties providing a full, coordinated range of services, consistent with community needs, being distinguished by its quality service and patient satisfaction.
The mission of Stillwater Medical Center is to provide compassionate and quality health care services. In our commitment to excellence, we will be responsive to the needs of people in the region we serve and will do so in a financially sound manner.
In achieving the mission of Stillwater Medical Center, we uphold these essential values:
• We strive for performance improvement
• We respect the dignity of every individual
• We promote an environment that is receptive to new and creative ways to achieve excellence in the services we provide
• Compassion, mutual trust, and cooperation are the foundation on which these values are built
Patient Rights and Responsibilities
Your Rights as a Patient
The mission of Stillwater Medical Center is to provide compassionate and quality healthcare services in a financially sound manner. We are committed to maintaining your basic rights as our patient.
Patient: When the term “patient” is used, the term also
includes parents/guardians, health care proxy/durable power of attorney for health care, and other family members appropriate to make care decisions.
You Have the Right to:
1. Reasonable access to care within Stillwater Medical Center’s capacity, its stated philosophy, and applicable laws and regulations;
2. Be treated with consideration, respect, and dignity in a safe and secure environment that is free from unnecessary restraint, all forms of abuse or harassment; and have access to protective services if deemed necessary, this includes consideration and respect for personal values and beliefs;
3. Personal privacy;
4. Receive appropriate assessment and management of pain;
5. Be apprised of the hospital grievance/complaint process (see statement at end of Patient Rights and Responsibilities);
6. Be informed of your health status, be involved in care planning and treatment, make informed decisions and give informed consent regarding care, be able to request or refuse treatment as allowed by state law, be involved in resolving dilemmas about care decisions, know the identity of your caregivers;
7. Receive information and assistance in formulating an Advanced Directive and/or a Do-Not-Resuscitate consent, and expect hospital compliance with these directives to the extent provided by state law;
8. Confidentiality of your medical information and medical records;
9. Access information from your medical records within a reasonable time frame;
10. Examine and receive an explanation of your bill regardless of source of payment;
11. Be informed of potential research and experimental projects that are associated with your care, and to participate or refuse to participate without compromise to your care;
12. Pastoral care and other spiritual or cultural considerations, if requested;
13. Unrestricted access to communications; to participate in any decisions regarding restriction of access to communication when necessary for patient care;
14. Be informed about outcomes of care including
unexpected outcomes whenever those outcomes differ significantly from the anticipated outcomes, when
appropriate, the family will be informed.
15. Expect the hospital to operate according to a code of ethical behavior and to have any appropriate patient
issues addressed according to this code;
16. Comfort and dignity during the final stages of life.
As a Patient, You Have the Responsibility to:
1. Respect the policies of the hospital;
2. Respect other patients and all personnel involved in your care;
3. Abide by and respect the hospital’s smoke-free environment;
4. Assist in the control of noise and the number of visitors;
5. Be open and honest concerning any present illness, past hospitalizations, and any other matters relating to your health;
6. Report whether you clearly understand the instructions given or if you will not be able to comply with these instructions;
7. Assure that financial obligations of your health care are fulfilled promptly;
8. Participate in the treatment plan recommended to you by your health care professionals, and accept responsibility for your actions if you refuse treatment or do not follow the instructions;
9. Leave your valuables at home or place them in the hospital safe (you will have easy access to any valuable placed in the safe);
10. Report to your physician(s) and other health care providers any perceived or identified safety issues related to your care or the physical environment;
11. Report perceived risks in your care and unexpected changes in your condition to your physician(s) and other health care providers;
12. Provide an Advance Directive to the hospital prior to or during hospitalization.
If you have any complaints, concerns, or unmet needs, please feel free to discuss them with your nurse, physician, patient representative or the Oklahoma State Department of Health at 405-271-6576 – 1000 NE 10th Street, Oklahoma City, OK, 73117-1299.
Stillwater Medical Center provides excellent food service featuring “Room Service” for our patients. Room Service is available from 7:00 am to 6:30 pm. Menus are conveniently located in our patient rooms.
The Café at Stillwater Medical is located in the basement. Visitors are welcome to eat during dining hours Monday thru Friday.
Breakfast 6:30 – 9:00 am
Lunch 11:00 am – 2:00 pm
Dinner 5:00 – 6:30 pm
Stillwater Medical Center has a snack bar located directly in front of the first-floor elevators.
Snack Bar Hours
Monday – Friday 6:00 am – 9:00 pm
Saturday & Sunday 7:00 am – 7:00 pm
Fresh food is available 24 hours per day in our dining rom located in the basement. The market is a self-check out concept that accepts debit and credit cards. At the market, you will have options including sandwiches, salads, fruit, dairy, energy and protein drinks, snacks and candy. To locate the Market, take the elevator to the basement and take a right turn when you arrive that leads directly to the dining room.
Vending machines for snacks and beverages are located in the emergency department waiting area, the 2nd floor waiting area, the basement, the surgery center, and the intensive care unit waiting area. Soft drink machines are located on every floor. They are available 24 hours per day.
For Family and Friends
Visitors can be good medicine for patients. Stillwater Medical Center has liberal visitation for all areas of the hospital except ICU. However, the front doors of the hospital are locked between 10:00 pm and 5:00 am. During those hours, visitors must enter through the Emergency Department and sign in.
Visitors of ICU patients should check with the nurse for appropriate visitation times.
The following are general guidelines for visitors:
• SMC is a 100% tobacco free facility. Smoking and use of smokeless tobacco is prohibited on our campus at all times.
• Visitors must dress appropriately and must wear a shirt and shoes.
• We recommend having only two visitors at the patient’s bedside at one time.
• People with colds, sore throats or any contagious disease should not visit patients. If you must visit, you may be asked to wear a mask for the duration of your visit.
• Visits should be kept short.
• Visitors should maintain a quiet environment and avoid any unnecessary noise.
• Visitors may be asked to leave the room during tests or treatments, or when the doctor or nurse needs to see the patient.
Any personal information regarding diagnosis and treatment must come from the patient’s physician and will only be available to individuals designated by the patient.
Gifts for Patients
Visitors should check with the nurse before bringing the patient gifts or food/drink.
Parking for patients and visitors is available in front of Stillwater Medical Center. Parking is available 24 hours per day, seven days per week. All parking at Stillwater Medical Center is free. Patients and visitors are cautioned not to park in reserved areas or certain designated areas. Please be sure to lock your car. If you need assistance with your vehicle, please call the Security Department at 742-5897.
Free Valet Parking is available to patients and guest.
There are specifically designed lounge areas for visitors on each patient floor and in the main lobby. Specific waiting areas have been designated for families of patients in the Critical Care unit, the Emergency Department and Surgery. During certain hours a volunteer hostess is available in the surgery waiting room. The volunteer will provide family members with updated information about patient conditions.
Out-of-Town Visitors - The Stillwater area has many local hotel/motels to choose from, most of which will give a discount to families of patients in Stillwater Medical Center. Ask at the front desk of the hotel and they should be able to assist you.
The Gift Shop, which is staffed by volunteers, is open daily. The shop has fresh flower arrangements, candy, jewelry, greeting cards, balloons, and other unique gift items, as well as toiletries. Due to the nature of allergies related to latex balloons and stargazer lilies, Stillwater Medical has prohibited these gifts for all areas of the hospital. Flower arrangements can be purchased after hours during open hours at the Snack Bar. Ask the nutrition attendant at the Snack bar for assistance if needed.
To reach the Gift Shop, call (405) 742- 5585 or extension 5585 directly from your room.
Monday – Friday 9:00 am – 5:00 pm
The Drummond Interfaith Chapel was created as a space for meditation and reflection for patients, visitors, and staff of Stillwater Medical. The Chapel is located on the first floor and is open 24 hours a day. The first chapel in Stillwater Medical Center was created in 1981 by the family of Elizabeth Fitzgerald, in her memory. The stained glass, commissioned by the Fitzgerald family, can still be found in the Chapel. In 2002, funds from the Lucille Burris estate were used to refresh the chapel when it was relocated. In 2018, Dr. Jonathan Drummond was recognized for his generosity to the Stillwater Medical Foundation by naming the Chapel in his honor. Dr. Drummond hopes that everyone feels welcome when they visit the Chapel.
The Foundation serves as SMC’s primary fund-raising agency and offers financial support for the operations and continued growth of Stillwater Medical Center. It receives a variety of donations. Gifts in memory or honor of a friend or loved one, participation at fund-raising events, planned gifts such as bequests, gift annuities and trusts are some of the many ways our donors have chosen to support Stillwater Medical Center. For more information please call the Foundation Office at 405-742-5387 or visit online at https://smc-foundation.org/
It is a policy of Stillwater Medical Center to promote a safe and healthy environment to the patients, visitors, volunteers and staff who enter our premises; therefore, smoking and the use of smokeless tobacco (including vaping) is prohibited in all facilities inside and outside, owned or leased by Stillwater Medical Center.
For your protection, the hospital conducts fire and disaster drills regularly. If a drill occurs while you are here, please remain in your room and do not become alarmed. The hospital is a fire-resistant building and the staff is trained in fire protection.
Wheelchairs are available on all nursing units, but getting in and out of them without assistance may be hazardous. Please ask for help from a member of our hospital staff.
Valuable or Lost Items
Patients are asked not to bring items of value to the hospital. If you do bring a valuable item, it should be deposited in the Security Office safe. You will be given a written receipt for all items. This receipt must be presented when you withdraw items. Stillwater Medical Center does not accept responsibility for items of value unless they are deposited in the safe. If you lose something, please notify your nurse immediately and we will make every effort to help you find it. Unclaimed items are turned in to the Security Office and kept for 30 days. To inquire about lost articles, please call ext. 4925.
Each patient room is designed for private occupancy and features a private bathroom.
Hospital beds are electrically controlled, and our staff will show you how to operate your bed properly. Your bed includes a feature that can alert staff when you exit the bed and may need to be activated for your safety during your stay. Your hospital bed is probably higher and narrower than your bed at home. Bedside rails are for your protection. They may be raised at night or during the day if you are resting, recovering from surgery, or taking certain medications.
All rooms in the hospital are centrally heated and air-conditioned. If your room temperature is not comfortable, please notify staff.
Calling Your Nurse
A button to call your nurse is located at your bedside. When you press the button, the nurses’ station is alerted that you need assistance and a light above your door flashes. A staff member will respond to your signal as soon as possible.
During the Night
Please stay in bed after you have been prepared for the night. Strange surroundings and sleeping medications may create a hazard if you get out of bed. For assistance during the night, use your call button.
Telephones are provided in each room, except in the ER and Same Day Surgery. Patients may receive calls in their rooms from 7:00 am to 9:00 pm. Local calls may be made from the room at any time by dialing “9” and the number.
· In patient rooms with telephones, except ICU and Labor and Delivery rooms, your family and friends can call you in your room by dialing 742-5 plus your room number. For example, to call room 222, dial 742-5222.
· For ICU, your family and friends can call you in your room by dialing 533-600x, with x representing the patient room number. For example, if your loved one is in ICU room 4, you can dial 533-6004.
· Labor and delivery room numbers will be given to patients upon admission to unit.
· All room numbers have the area code of 405.
You may call the hospital operator for assistance by dialing “0” at any time.
Your Hospital Team
The Medical Staff
• The physician who admits you is responsible for directing your care while you are at the hospital.
• Your physician, as the coordinator for your treatment program, should be consulted if you have questions about your illness.
The Nursing Staff
Twenty-four hour nursing care is provided by a team of professional registered nurses, licensed practical nurses and nurse assistants. A nurse manager is responsible for directing and coordinating your nursing care. Please feel free to contact your nurse or the nurse manager (do we want this to say charge nurse) if you have questions or concerns.
•Physical Therapy Physical Therapy is provided through your physician’s orders. Physical Therapists provide you with needed training in bed mobility, gait training, transfer training (bed to chair, etc.), and the use of adaptive equipment like wheelchairs, walkers or crutches. They tend to concentrate on the larger muscle groups. They educate you and your family on safety precautions and endurance training.
•Occupational Therapy Occupational Therapy is provided through physician orders. Occupational Therapists address Activities of Daily Living, or ADL, needs such as learning to feed yourself, dress yourself, do toileting independently, bathe safely, and build strength and endurance for these activities through progressive steps. They also educate the patient and family on energy saving techniques.
•Speech Therapy Speech Therapy addresses language deficits and swallowing disorders. It is only provided upon physician orders. Upon your physician ordering a Modified Barium Swallow study, the speech therapists will work with the Radiologists to investigate what may be causing difficulty swallowing. The Speech Therapist works with dietitians to ensure that you have the appropriate consistency of food for safe swallowing.
A Social Worker is assigned to each patient care area and is trained to help patients and family members deal with financial, social and emotional problems that relate to illness or hospitalization. Social Workers consult with patients and families to help them deal with long-term illnesses and rehabilitation and are involved in discharge planning.
Discharge Planning Team
Discharge Planning Nurses are available to assist patients and families with arranging services that may be needed at the time of discharge. These services may include, but are not limited to: home health services, obtaining durable medical equipment, Mobile Meals, personal emergency response systems, etc. Discharge planning should begin as soon as possible after admission. Notify the charge nurse if you would like assistance with this process.
Stillwater Medical Center understands that spiritual resources play an important role when facing illness and trauma. A hospitalization can be a very stressful time for you and your family.
To assist in identifying and meeting needs, registration clerks ask all patients if they wish to list a religious preference, which is entered in the medical records. In addition, the nursing staff will ask if you have any special requests in regard to your religious beliefs. Your priest, minister or rabbi is always welcome to visit you while you are here.
New Testaments are provided in each patient room by the Gideons.
A list of local clergy willing to visit patients is kept by the Nursing Supervisor and Social Work Services. If you request to be visited and do not have a personal clergy, this list will be available.
The hospital maintains a staff of registered dietitians to meet your dietary needs during your stay. If you have questions about your diet, please notify your nurse or call ext. 5458.
A representative from the Central Business Office can answer questions about your hospital bill and help you interpret SMC’s financial policies and billing procedures. Please contact the Central Business Office at extension 5721 or 405-742-5721. Representatives are available Monday through Friday. All messages received week days between 8:30 am and 3:30 pm will be returned the same business day. Office hours are Monday through Friday from 8:00 am to 5:00 pm.
Your room is cleaned once daily by a member of the housekeeping staff. If we can be of further assistance call housekeeping on ext. 5741.
Volunteers contribute many hours of service and financial assistance to the hospital. They supplement the services of the hospital staff in many ways and can be identified by their name tags and special uniforms.
During your stay, many other health care professionals, including staff from the laboratory and radiology departments, may visit you. In addition, Stillwater Medical Center’s family includes many behind-the-scenes workers such as accountants, engineers, staff assistants, food service workers, and others who contribute greatly toward your well-being while you are here.
Stillwater Medical Center offers a variety of special services to make your stay as pleasant and comfortable as possible. These special services include the following:
Letters and packages for patients are delivered each morning by volunteers. Letters and parcels that arrive after you have been discharged are forwarded to your home. Stamps and stationary may be purchased in the gift shop. Outgoing mail may be left at the nurses’ station or given to a volunteer.
Automatic Teller Machine
An ATM is located in the hospital lobby.
Flowers are delivered to your room by volunteers. Please keep in mind that large plants and flowers are difficult to deliver and also to remove upon discharge.
Newspapers are furnished by Stillwater Medical Center and are delivered to each patient room. They also may be purchased at the entrance to the hospital. If for some reason you do not receive a newspaper, please call the volunteer office at ext. 5610.
The services of a notary public are available to patients free of charge. If you need the services of a notary public, call Administration at ext. 5230.
For the Hearing Impaired
A telecommunications device is available to help hearing-impaired patients or patients who want to communicate with a hearing-impaired relative or friend.
Stillwater Medical Center uses the AT&T Language Line for patients who require an interpreter. We have laptops and a phone that does hearing and language
Patient Education Channel
Patient Education is available to patients and their families from the comfort of the patient’s room. For more information about Patient Education, talk to your nurse.
Legal and Ethical Matters
An Advance Directive is a document which states your choice about medical treatment or names someone to make decisions for you if you are unable to make the decision for yourself. It is called an Advanced Directive because it is signed in advance to let your doctors and other health care providers know your wishes concerning medical treatment.
You have the right to sign an Advance Directive at any time and have the opportunity to do so here at Stillwater Medical Center. You are not obligated to do this and whether or not you have an Advance Directive will not affect the quality of care you receive here. You have the option to review and revise your Advance Directive if you desire. If you want information about Advance Directives or assistance in completing one, please contact Case Management at 405-533-6060 notify your nurse during your admission assessment.
Examples of Advance Directives:
•Living Will - A Living Will is a document that tells your doctor or other health care providers whether or not you want life-sustaining treatments or procedures administered to you if you are in a terminal condition or a persistently unconscious state. It is called a “Living Will” because it takes effect while you are still living.
•Durable Power of Attorney for Healthcare - This document gives you the opportunity to name someone else (a surrogate) to make healthcare decisions for you in the event that you are temporarily unable to make those decisions for yourself. You may name a family member, or anyone of your choosing, whom you feel will make decisions on your behalf based on your values and preferences. This is recommended for all patients.
•Organ Donor Card - An organ donor card indicates that you are willing to be a donor of organs (in the event of brain death) or tissues (in the event of cardiac death).
•Do Not Resuscitate (DNR) Consent Form - If you decide, in consultation with your doctor, that you do not want to be resuscitated in the event of cardiac or respiratory arrest, this document may be signed so that, even outside the hospital setting, you will not be resuscitated. To prevent any confusion, you have the option of wearing a bracelet that indicates your “DNR” request.
For more information on Advance Directives, please contact Case Management.
Hospital Bills and Insurance
As a courtesy, the hospital will submit claims to your insurance company and will do everything possible to expedite your claim. You should familiarize yourself with the terms of your insurance coverage. Please remember that your policy is a contract between you and your insurance company, and you have the ultimate financial responsibility for the hospital services you receive. We have several payment options available to assist you in paying your bill.
Your hospital bill includes charges for your room, meals, and nursing care, as well as any hospital services such as x-rays, lab tests, or physical therapy that were ordered by your physician.
Your Stillwater Medical Center bill does not include fees for services provided by your physician. Your attending physician and other specialists, such as a cardiologist, radiologist, and anesthesiologist, will send you a separate bill for their services.
If You Have Health Insurance:
We will need a copy of your identification card. You will be asked to assign benefits from the insurance company directly to the hospital.
If You Are a Member of an HMO
Your plan may have special requirements, such as a second surgical opinion or pre-certification for certain tests or procedures. It is your responsibility to make sure the requirements of your plan have been met. If your plan’s requirements are not followed, you may be financially responsible for all or part of the services rendered in the hospital. Some physician specialists may not participate in your health care plan and their services may not be covered.
If You Are Covered by Medicare:
We will need a copy of your Medicare card to verify eligibility and process your Medicare claim. You should be aware that the Medicare program specifically excludes payment for certain items and services, such as cosmetic surgery, some oral surgery procedures, personal comfort items, hearing evaluations, and others. Deductibles and co-payments are the responsibility of the patient.
If You Are Covered by Medicaid:
We will need a copy of your Medicaid card. Medicaid also has payment limitations on a number of services and items.
If You Are Uninsured:
SMC offers a discount to our uninsured patients equal to our average PPO discount. For those patients with financial hardship, SMC has a financial assistance program.
A financial counselor from our Patient Access Services will discuss financial arrangements with you and may be contacted at (405) 742-5724.
A representative from Health Care Financial Services is also available to assist you in applying for Medicaid or other government assistance programs.
Stillwater Medical Center will accept MasterCard, VISA, American Express, and Discover charge cards for payment to patient accounts.
An Important Message from Medicare
Your rights as a hospital patient:
• You have the right to receive necessary hospital services covered by Medicare or covered by your Medicare Health Plan (“your Plan”) if you are a Plan enrollee.
• You have the right to know about any decisions that the hospital, your doctor, your Plan, or anyone else makes about your hospital stay and who will pay for it.
• Your doctor, your Plan, or the hospital should arrange for services you will need after you leave the hospital. Medicare or your Plan may cover some care in your home (home health care) and other kinds of care, if ordered by your doctor or by your Plan. You have a right to know about these services, who will pay for them, and where you can get them. If you have any questions, talk to your doctor or Plan, or talk to other hospital personnel.
Patient safety is a primary focus of Stillwater Medical Center. Our commitment to you is to consider your safety in all aspects of your care. In our efforts to assure the highest level of patient safety, we ask that you assist us in the following ways:
•Always wear the ID band provided to you on admission.
•Everyone who takes care of you should ask to see your name band.
•If someone offers you medication, comes to draw your blood, or wants to take you for a procedure or test without asking to see your band, please request them to do so.
SMC has a fall prevention program that includes assessing patients for their risk of falling and uses a system that determines your fall risk in order to assist patients and caregivers in knowing what to do to avoid falls. If you are determined to be a fall risk, you will have a yellow arm band applied, a sign will be placed on the door, and you will be given yellow or red socks depending on the level of your fall risk.
•Know your fall risk level and follow precautions as instructed by your nurse.
•Do not hesitate to call for assistance, we are here to help.
•Hold on to the handrail in the bathroom.
•Get up slowly from the bed or chair to prevent dizziness.
•Wear nonskid footwear. Avoid loose-fitting shoes such as flip-flops.
•Report spills or hazardous conditions to your healthcare team.
•Have necessary items placed within reach: phone, tissue, water pitcher, call light, and anything you need.
•Use your call light to call for assistance to get things that are beyond your reach.
Preventing infections in the hospital is everyone’s responsibility. Here are some easy things you can do to fight the spread of infection:
•Make sure healthcare providers clean their hands and wear gloves.
•Doctors, nurses, and other staff may come into contact with lots of bacteria and viruses. Before they treat you, ask them if they’ve cleaned their hands. Everyone should either wash their hands with soap and water or use the alcohol hand rub when entering the room or before touching you AND when leaving your room if they touched you or any object in the room.
•Healthcare providers should wear clean gloves when they perform tasks that may expose them to your blood or body fluids such as taking throat cultures, taking blood, or touching wounds. Don’t be afraid to gently remind them to wear gloves.
•Clean your hands.
•Use soap and warm water. Rub your hands really well for at least 15 seconds. Rinse and dry hands. Shut the faucet off with a paper towel.
•Clean your hands before touching or eating food and after you use the bathroom.
•Cover your mouth and nose. Many diseases are spread through sneezes and coughs. Cover your mouth and nose to prevent the spread of infection to others.
•Use a tissue! Be sure to throw away used tissues and then clean your hands.
•If you don’t have a tissue, cover your mouth and nose with the bend of your elbow. If you use your hands to cover a cough or sneeze, wash them right away.
•If you have visitors or family members who are sick, ask them to delay their visit until they are well
•COVID-19 precautions—For the safety of other patients and our healthcare staff, you may be asked to wear a mask if you are not currently up to date with the COVID vaccination, have tested positive for COVID-19 in the last 10 days, or have had a known exposure to COVID-19 in the past 10 days.
To ensure medication safety, be an active partner in your healthcare. We encourage you to ask questions about the medication you receive, what it does, and the potential side effects.
•Don’t be afraid to tell the nurse or doctor if you think you are about to receive the wrong medication.
•Tell your doctors and nurse about allergies or adverse reactions you are currently having or have had in the past.
•Keep a list of your medications including over-the-counter medications and herbal supplements. Bring the list with you to the hospital or when you visit your doctor. This medication list should be current and include what you are actually taking at home.
•Ask about any changes in the dosage of medications made while you are in the hospital.
•Take a record of the medications prescribed at discharge to your physician when you go for your follow-up visit.
•Do not take medication from home, including vitamins or herbs, while you are in the hospital unless specifically instructed to by your doctor or nurse.
Surgery and Procedures
•Don’t be afraid to ask questions before signing any consent forms or going for any procedure.
•You and/or your family will be asked to participate in verification of your surgical procedure and marking of the site.
Maternal Child Health Unit
•Do not allow anyone to take your baby without appropriate identification. Staff in the MCHU unit should have designated blue badges to identify them as staff of that unit.
•You are always free to accompany your child during procedures or screenings.
You are an important part of the healthcare team. If you or your family feel you have experienced a sudden change or worsening in your condition, notify your nurse immediately for a rapid assessment. Please help us by bringing to our attention any safety concerns you observe.
If you have a concern about the quality or safety of the care you receive or the safety of the environment, please notify our Patient Representative at 742-5676 or any member of our staff.
Your call will be treated with respect and consideration. No adverse action will be taken against any patient, employee, or staff member reporting safety or quality of care concerns.
If you have a concern regarding the quality of care provided to you or someone else, please contact our Patient Representative first at 405 742-5676. They will have you walk through the proper steps with your concerns.
If you are not able to resolve or diffuse the issue with our Patient Representative and want to take further action, DNV provides five channels for submitting a hospital complaint:
Mail: DNV Healthcare USA Inc.
Attn: Hospital Complaints
4435 Aicholtz Road, Suite 900
Cincinnati, OH 45245
Important things to remember
The decision about when you should go home rests with your physician, in consultation with you and your family. Please make arrangements in advance for someone to pick you up and see that you arrive home safely.
Some important things to remember:
•Personal Belongings – Collect all of your belongings and double-check closets and drawers. If you have anything stored in the hospital safe, call the Security Office at ext. 4925 and an officer will bring your belongings to you. Be sure to collect any medications you may have brought to the hospital.
•Discharge Instructions – Your doctor and nurse will give you instructions about post-hospital care. If you have questions about your diet, medication, activities or other matters, please be sure to ask.
•Escort Service – When you are ready to leave, a member of the hospital staff or a volunteer will escort you to your car on the north side of SMC. It is Stillwater Medical Center’s policy to escort patients to the Medical Plaza Canopy.
•Valet Service – To improve your parking experience, SMC offers a valet service Monday-Friday, 7:30am-5:30pm, located at the main entrance. Patients and visitors may drop their vehicles off with a valet attendant and return to the valet stand when ready to request their vehicle. For issues or concerns or to pick up your vehicle after hours, you may contact security at 405-742-4925.
•Additive Care – There are occasions when patients need additional treatment or care after they are discharged from the hospital. To meet the special needs of these patients, Stillwater Medical Center offers the following special options:
•Skilled Nursing – This is designed for patients who no longer require acute care in a hospital, but who need additional short-term care before going home. Rehabilitation and specialized nursing care are emphasized. In Stillwater, skilled nursing is done at Stillwater Creek and Westhaven Nursing and Rehabilitation Center.
•Inpatient Rehabilitation Unit – Our patients require early, intensive therapies for optimal recovery and include those with stroke, brain injury, neurological disorders, amputations, major multiple trauma, and hip fracture. We are successful in helping people with a variety of functional disorders relearn old skills that have been hindered as well as learning new adaptive techniques. For additional information contact 405-742-5798.
•Outpatient Therapy –
Total Health is SMC’s outpatient therapy department and is located at 1810 N. Perkins Road. An additional location can be found on 12th St and Total Health members can benefit from aquatic fitness and therapy. Licensed therapists provide individual treatment to patients. Specialty programs include: cardiac rehab, hand therapy, spine rehab, wound care, industrial rehab, and balance dysfunctions. For more information, call 405-624-6592.
Ortho Oklahoma offers physical therapy services as part of their full-service orthopedic practice, offering therapy for sprains and strains, sports medicine, joint replacement, degenerative joint disease, and more. For more information, call 405-337-9735.
•12th St Plaza Outpatient Lab – Any labs ordered by an SMC physician can be drawn at the 12th St outpatient lab, Monday-Friday 7:00am-5:30pm with no appointment necessary. The entrance to the lab is on the northeast corner of the largest building on 12th Street, the same building as the pediatric clinic. Handicap parking is available right at the door and other spaces are close by.
•SMC Home Health – This is a full-service Medicare-certified home care agency, which supplies nurses/nurse aides, medical social workers, and therapists for home health care. Telecare for daily patient monitoring is available in homes within a 50 mile radius of the hospital. Private duty nurses, nurse aides, and adult sitter services for discharged patients are also available. Call 405-624-6578 for more information.
•Karman Legacy Hospice - KLH is a state-licensed, Medicare-certified hospice agency providing professional end-of-life care to areas within a 50-mile radius of Stillwater. KLH works with physicians in each of the communities serviced by Stillwater Medical to develop a plan of care that offers comprehensive nursing care, pain and symptom management, personal care services, home medical equipment to support the patient needs, social services that focus on psychosocial and socioeconomic needs as well as spiritual care needs. For more information, call 405-377-8012.
•Home Medical Equipment – Stillwater Medical Center has a durable medical equipment company, Cimarron Medical Services, which provides a wide range of medical equipment supplies and oxygen therapy equipment for patients in their homes. For more information, contact Cimarron Medical Services at 405-377-9735.
•SMC Diabetes Care Service and Education Clinic: DCS is a diabetes self-management education center accredited by the American Diabetes Association and accredited by the Association of Diabetes Care and Education Specialists. Services are covered by Medicare, Medicaid, and Commercial insurance. DCS education clinic provides diabetes education on the fundamentals of diabetes care: blood glucose monitoring, diabetes, complications, being active, different types of diabetes, diabetes medication, insulin management, continuous glucose monitoring, and Carly are planning, and carbohydrate meal planning. DCS offers individual classes on healthy lifestyles, group comprehensive self-management diabetes education classes, and telehealth education. Please call 405-533-3612 for more information.
•Ambulatory Infusion Clinic – Your physician may request that you receive injections or infusions such as antibiotics or blood after you are discharged from the hospital. The Infusion Clinic staff works closely with your physician, allowing you to return home and receive your medication as an outpatient. The infusion clinic can be contacted at 405-533-8933.
•Additional campuses—many additive services are also available at our Blackwell and Perry hospital locations. Stillwater Medical Blackwell can be contacted at 580-363-2311. Stillwater Medical Perry can be contacted at 580-336-3541.
Your Opinion Matters to Us!
As part of our ongoing efforts to use patient feedback to improve operations and quality of service, you may be contacted by our survey vendor, Press Ganey, about the experience you had while being a patient at Stillwater Medical Center. If you are admitted as a patient, you may receive a mailed survey from Press Ganey that asks questions about your experience. Outpatients and Emergency Department patients will receive surveys via text message and it is done digitally.
Please note that these surveys are randomized by Press Ganey. If you have questions about the survey process or if you have specific comments or suggestions for care, please contact our patient advocate at (405) 742-5676.
TV Channel Guide
The following is a list of telephone numbers that may be useful during your stay at Stillwater Medical Center. You only need to dial the last four-digit extension from any telephone within the hospital to reach the department.
Your family and friends can call your room directly by dialing 405 742-5 plus your room number. For example, to call room 222, dial 405 742-5222.
Central Scheduling 742-5622
Discharge Planning Nurses 742-5616
Financial Counselor 742-5724
Gift Shop 742-5585
Medical Records 742-5737
Patient Access Services 742-5319
Patient Accounts 742-5797
Patient Representative 742-5676
Public Relations 742-5390
Snack Bar 742-5586
Social Work 742-5442
Volunteer Services 742-5680