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Your Rights and Protections Against Surprise Medical Bills & Good Faith Estimate

Your Rights and Protections Against Surprise Medical Bills & Good Faith Estimate

When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing.

 

What is “balance billing” (sometimes called “surprise billing”)?

When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, such as a co-payment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a healthcare facility that isn’t in your health plan’s network.

“Out-of-network” describes providers and facilities that haven’t signed a contract with your health plan. Out-of-network providers may be permitted to bill you for the difference between what your plan agreed to pay and the full amount charged for a service. This is called “balance billing.”This amount is likely more than in-network costs for the same service and might not count toward your annual out-of-pocket limit.

“Surprise billing” is an unexpected balance bill. This can happen when you can’t control who is involved in your care – like when you have an emergency or when you schedule a visit at an in­-network facility but are unexpectedly treated by an out-of-network provider.

 

You are protected from balance billing for:

Emergency services

If you have an emergency medical condition and get emergency services from an out-of­ network provider or facility, the most the provider or facility may bill you is your plan’s in­-network cost-sharing amount (such as co-payments and coinsurance). You can’t be balance billed for these emergency services. This includes services you may get after you’re in stable condition, unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services.

Certain services at an in-network hospital or ambulatory surgical center

When you get services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers may bill you is your plan’s in-network cost-sharing amount. This applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist, or intensivist services. These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed.

If you get other services at these in-network facilities, out-of-network providers can’t balance bill you, unless you give written consent and give up your protections.

You’re never required to give up your protections from balance billing. You also aren’t required to get care out-of-network. You can choose a provider or facility in your plan’s network.

 

When balance billing isn’t allowed, you also have the following protections:

You are only responsible for paying your share of the cost (like the co-payments, coinsurance, and deductibles that you would pay if the provider or facility was in-network). Your health plan will payout-of-network providers and facilities directly.

Your health plan generally must:

  • Cover emergency services without requiring you to get approval for services in advance (prior authorization).
  • Cover emergency services by out-of-network providers.
  • Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits.
  • Count any amount you pay for emergency services or out-of-network services toward your deductible and out-of-pocket limit.

If you believe you’ve been wrongly billed, you may contact the Patient Accounts office at (828) 262-4111.

 

You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost

Under the law, health care providers need to give patients who don’t have insurance or who are not using insurance an estimate of the bill for medical items and services.

  • You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees.
  • Make sure your health care provider gives you a Good Faith Estimate in writing at least 1 business day before your medical service or item. You can also ask your healthcare provider, and any other provider you choose, for a Good Faith Estimate before you schedule an item or service.
  • If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
  • Make sure to save a copy or picture of your Good Faith Estimate.

For questions or more information about your right to a Good Faith Estimate, visit cms.gov/nosurprises or call 1-800-985-3059.

The Rehabilitation Center Patient & Caregiver Guide

The Rehabilitation Center Patient & Caregiver Guide

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations. Each member of the ARHS team wants to make your time with us as pleasant as possible, and he or she does so by adhering to the organization’s core values of Integrity, Compassion and Excellence. This is our commitment to you.

Before you arrive for your first appointment:

Please complete the New Patient Information paperwork before your appointment. You may download it from your provider’s website or one will be mailed to you. Please mail or fax the completed forms back to the office. If you need to cancel your appointment, please contact the office at least 24 hours before you are scheduled. If you do not give 24 hours’ notice, you will be charged a $25 no-show/late cancellation fee.

What to bring with you:

  • Insurance Card
  • Photo ID (Driver’s License, Military ID, etc.)
  • Any Pertinent Past Medical Records
  • Payment or Financial Assistance Documentation
  • New Patient Information (if you did not already return it)
  • List of current medications
Dr. Price
Pulmonology, Lung & Chest

On Your Appointment Day

  • Please arrive 15 minutes early for your appointment.
  • Visit apprhs.org/covid19/ for COVID-19 precautions such as mask requirements and visitor restrictions

Communications & Interpretation Services: When help is needed because of a language, speech or hearing problem, the hospital can respond with special equipment or interpreters.

After Your Appointment

Make sure you have the following information before you leave your appointment:

  • Medications list. This is a listing of what medications you are taking, why, in what dosage and who prescribed them.
  • Prescription for any medications you need.
  • Follow-up care instructions.
  • Other services. When you leave your appointment, you may need to be referred to another provider for specialty care. Or you may need to schedule tests at an imaging/lab center, have treatments at a cancer center or have in-home therapy.

Patients of Appalachian Regional Medical Associates may be contacted by a Patient Care Advocate upon discharge from a hospital stay or after an office visit. The Patient Care Advocate’s goal is to ensure patients understand their care plan and give patients a point of contact within the healthcare system for future questions. Patients can get help with their questions, schedule appointments and obtain medication refills.

AppFamily Medicine
Commitment to Care

Our Commitment to Care

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.

Learn about Patient Rights & Responsibilities >

Quality

For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.

Privacy

For any questions about our Notice of Privacy Practices, you may contact the Privacy Officer at (828) 262-4239.

Ethics Committee

All ARHS facilities have an Ethics Committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at the larger situation and consider all feasible alternatives. Below is a list of how to contact the Ethics Committee at your location:

  • Charles A. Cannon, Jr. Memorial Hospital: Call Patient Safety Concern Line at ext. 2033 or call 737-7596 to contact care management
  • Watauga Medical Center: Call 262-4100 and request pager No. 1400
File a Formal Complaint

You have the right to file a complaint or concern with either or both:

The NC Division of Health Service Regulation Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699
(800) 624-3004

Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Website: www.jointcommission.org, then click “Report a Safety Event”

Resolution of Conflicts

Although conflicts often are a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:

  • anticipate potential care-related conflicts and eliminate them
  • work with you to resolve conflicts quickly and considerately

While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.

If you have a complaint, you may contact us online or speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.

Questions?

If you would like to speak to someone about our services, please let us know!

Patients & Caregivers | Appalachian Regional Medical Associates

Appalachian Regional Medical Associates Patient & Caregiver Guide

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations. Each member of the ARHS team wants to make your time with us as pleasant as possible, and he or she does so by adhering to the organization’s core values of Integrity, Compassion and Excellence. This is our commitment to you.

Before you arrive for your first appointment:

Please complete the New Patient Information paperwork before your appointment. You may download it from your provider’s website or one will be mailed to you. Please mail or fax the completed forms back to the office. If you need to cancel your appointment, please contact the office at least 24 hours before you are scheduled. If you do not give 24 hours’ notice, you will be charged a $25 no-show/late cancellation fee.

What to bring with you:

  • Insurance Card
  • Photo ID (Driver’s License, Military ID, etc.)
  • Any Pertinent Past Medical Records
  • Payment or Financial Assistance Documentation
  • New Patient Information (if you did not already return it)
  • List of current medications
Dr. Price
Pulmonology, Lung & Chest

On Your Appointment Day

  • Please arrive 15 minutes early for your appointment.
  • Visit apprhs.org/covid19/ for COVID-19 precautions such as mask requirements and visitor restrictions

Communications & Interpretation Services: When help is needed because of a language, speech or hearing problem, the hospital can respond with special equipment or interpreters.

After Your Appointment

Make sure you have the following information before you leave your appointment:

  • Medications list. This is a listing of what medications you are taking, why, in what dosage and who prescribed them.
  • Prescription for any medications you need.
  • Follow-up care instructions.
  • Other services. When you leave your appointment, you may need to be referred to another provider for specialty care. Or you may need to schedule tests at an imaging/lab center, have treatments at a cancer center or have in-home therapy.

Patients of Appalachian Regional Medical Associates may be contacted by a Patient Care Advocate upon discharge from a hospital stay or after an office visit. The Patient Care Advocate’s goal is to ensure patients understand their care plan and give patients a point of contact within the healthcare system for future questions. Patients can get help with their questions, schedule appointments and obtain medication refills.

AppFamily Medicine
Commitment to Care

Our Commitment to Care

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.

Learn about Patient Rights & Responsibilities >

Quality

For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.

Privacy

For any questions about our Notice of Privacy Practices, you may contact the Privacy Officer at (828) 262-4239.

Ethics Committee

All ARHS facilities have an Ethics Committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at the larger situation and consider all feasible alternatives. Below is a list of how to contact the Ethics Committee at your location:

  • Charles A. Cannon, Jr. Memorial Hospital: Call Patient Safety Concern Line at ext. 2033 or call 737-7596 to contact care management
  • Watauga Medical Center: Call 262-4100 and request pager No. 1400
File a Formal Complaint

You have the right to file a complaint or concern with either or both:

The NC Division of Health Service Regulation Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699
(800) 624-3004

Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Website: www.jointcommission.org, then click “Report a Safety Event”

Resolution of Conflicts

Although conflicts often are a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:

  • anticipate potential care-related conflicts and eliminate them
  • work with you to resolve conflicts quickly and considerately

While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.

If you have a complaint, you may contact us online or speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.

Questions?

If you would like to speak to someone about our services, please let us know!

Patients and Visitors | Appalachian Regional Behavioral Health Hospital

Patients and Visitors | Appalachian Regional Behavioral Health Hospital

Patient & Visitor Guide | Appalachian Regional Behavioral Health Hospital 

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations during your stay. Each member of the ARHS team wants to make your time with us as pleasant as possible, and he or she does so by adhering to the organization’s core values of Integrity, Compassion and Excellence. This is our commitment to you.

Patients: When You  Arrive

Referrals and walk-ins are welcome. Because we are a free standing facility, patients do not have to go to the Emergency Department (ED) first like other facilities. Adults, ages 18-64, with any issue can walk-in to our facility and we will assess them to determine if they need inpatient or outpatient care.

All patients go through an admissions process which includes nursing, history and physical assessments. At the time of admission every patient will get an individual meal, medication and therapy treatment schedule.

Personal Belongings

On admission all personal belongings brought into the hospital are searched. Valuables, home medications, sharp objects or other items not allowed and will either be sent home with a family member or processed according to hospital policy. A record will be maintained on the disposition of your personal belongings. Additionally, all items brought into the hospital by family or visitors will be searched before being given to patients.

We recommend that patients bring 3 changes of clothing with them at admission. All clothing is required to be clean and free of obscene, offensive or alcohol/drug related words, symbols, slogans, logos, etc. Patients are expected to wear street clothes while outside of their rooms. Clothing is laundered on the unit.

To maintain a safe environment, we restrict hazardous items. Items considered hazardous include but are not limited to:

  • Weapons, of any type
  • Substances containing alcohol
  • Beepers or recording devices
  • Cell phones and cameras
  • Flammable items including aerosols
  • Glass or other sharp objects
Medical & Financial Information

Having your current medical and financial information will result in less stress for you during check-in. Please bring the following:

  • insurance card and/or policy
  • Medicare or Medicaid card
  • driver’s licenses and/or photo ID cards of the patient and the insured
  • emergency contact information
  • a list of your current medications, over-the-counter and prescription drugs, vitamins and herbals
  • physician’s orders, if you have any
  • your advance directives (living will, power of attorney, etc.)
ARBH
Nurse with Patient

Patients & Visitors: During Your Stay

Patients sleep and eat in the Residence Hall area but are rarely in their rooms because of our active treatment plans.

The Treatment Mall is where patients get all of their treatment services. We have three primary group rooms with a different focus for each treatment session based on the customized treatment schedule the patient receives upon Admissions. Each room has 60” smart board. During the treatment sessions, we can take notes on smart board which we can print at the end of each session for our patients to add to their treatment manual which helps set them up for success post discharge.

Healing Environment: We provide a top tier treatment experience for our patients. Our healing environment includes open areas with natural light and mountain views. We partner with our patients to meet them where they are and provide a combination of coping skills and didactic approaches to therapy.

Image: Family Support

Family Support

Family support/support systems are a cornerstone in behavioral health treatment during treatment and during the recovery process. Family members are invited and encouraged to attend treatment team meetings. These meetings provide information on the patient’s plan of care and treatment goals. Discharge and aftercare needs will also be discussed during the treatment team meetings.

Men's Health Photo

Visitors

Visiting hours are 3:00 – 9:00 pm daily. Visitation must be scheduled with the nurse prior to coming to the hospital for a visit. The patient may decline seeing a visitor, and their privacy will be protected at all times. To provide ample opportunity for all patients to have visitors, visitation is limited to 30 minutes for each visit, and is permitted in the dining room only. Visitors are not allowed in patient rooms. Visitors under the age of 12 are not permitted.

NOTE: Special COVID-19 Visitor Restrictions are currently in place. Learn more >

Pulmonology in Boone, NC

Help & Support

Assistance and support are available to patients 24 hours a day. Patients are provided information regarding treatment and administrative support that is available and accessible. Nursing staff are able to assist with finding the appropriate person to address patient needs.

More Visitor Guidelines

NOTE: Special COVID-19 Visitor Restrictions are currently in place. Learn more >

Visitors will be searched prior to being allowed on the unit. Any visitors suspected of being under the influence of drugs or alcohol will not be allowed on the unit. Visitors may be limited to two per patient depending on the patient population and number of visitors on the unit at any one time.

Visitors may be asked at any time to leave the unit for their safety or the safety of the patients. Visitors may not leave the unit and return during visitation. Former patients will not be allowed to visit the unit for 30 days following discharge.

Valuables

It is recommended that you do not bring any valuables with. All valuables are either sent home with family members or stored on the Behavioral Health unit. All other belongings are secured in the BHU storage room.

Patient Meals

Meals are provided from food services. Patients are provided an opportunity to choose their meals from a menu provided by the kitchen. Fruit is available throughout the day and there is a snack time scheduled each evening. For safety, sanitation, and dietary management purposes, food items and meals cannot be brought onto the unit. Eating and drinking are permitted in the dining room area only.

Safety

We have many safety features to keep our patients, staff and visitors safe. The hospital has one point of entrance and one point of exit. Every area is camera monitored, and patients and visitors must have staff escort to the unit. Purses and food are not allowed in the unit, and we provide visitor lockers to keep personal items secure. We offer a ligature resistant environment free of sharp edges or potential catch points. We offer open spaces with reinforced glass between common areas. Our goal is to maximize safety by maximizing visibility.

Telephone

Telephones are available for your use during free time or in the case of an emergency between the hours of 3:00 pm – 9:00 pm. The telephone number for patients to make and receive calls is (828) 737-7766. As a courtesy to other patients please limit calls to 10 minutes. No incoming phone calls are permitted during scheduled group times.

Medications from Home

All medications brought with you on admission will be inventoried and secured in the unit safe.

Tobacco Use

For the health, safety and well-being of our patients, visitors and employees, the use of tobacco products is prohibited on all ARHS properties. This includes all the campuses of Appalachian Regional Healthcare System, including buildings, grounds, parking areas, walkways and vehicles. Smoking cessation information is available. If you need assistance with nicotine withdrawal symptoms or if you are interested in smoking cessation, please talk with your nurse.

Patients & Caregivers: Leaving the Hospital

We have a dedicated discharge consultation room for patients to have a focused discharged plan. The patient and the person picking up the patient will meet in this room to review discharge plans, medications and to verify personal belongings.

Your relationship with Appalachian Regional Behavioral Health may not end at discharge. Patients may be referred to our outpatient services to continue treatment.

Photo: Walking with Patient
Commitment to Care

Our Commitment to Care

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.

Learn about Patient Rights & Responsibilities >

Quality

For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.

Privacy

For any questions about our Notice of Privacy Practices, you may contact the Privacy Officer at (828) 262-4239.

Ethics Committee

All ARHS facilities have an Ethics Committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at the larger situation and consider all feasible alternatives. Below is a list of how to contact the Ethics Committee at your location:

  • Charles A. Cannon, Jr. Memorial Hospital: Call Patient Safety Concern Line at ext. 2033 or call 737-7596 to contact care management
  • Watauga Medical Center: Call 262-4100 and request pager No. 1400
File a Formal Complaint

You have the right to file a complaint or concern with either or both:

The NC Division of Health Service Regulation Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699
(800) 624-3004

Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Website: www.jointcommission.org, then click “Report a Safety Event”

Resolution of Conflicts

Although conflicts often are a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:

  • anticipate potential care-related conflicts and eliminate them
  • work with you to resolve conflicts quickly and considerately

While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.

If you have a complaint, you may contact us online or speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.

Questions?

If you would like to speak to someone about our services, please let us know!

Cannon Memorial Hospital Patient and Visitor Guide

Cannon Memorial Hospital Patient and Visitor Guide

Cannon Memorial Hospital Patient & Visitor Guide

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations during your stay. Each member of the ARHS team wants to make your time with us as pleasant as possible, and he or she does so by adhering to the organization’s core values of Integrity, Compassion and Excellence. This is our commitment to you.

Your healthcare team consists of your physicians, nurses, care manager, family members, other healthcare professionals, and pastoral care member if you desire.

Patients: When You  Arrive

Please check in at the Patient Registration/ Admissions desk, located off the main lobby. We want the admissions process to run smoothly for you and your family. Please review the materials to bring with you by clicking on each category below.

As a patient, you will receive a special identification (ID) bracelet that states your name and hospital number, your physician’s name and other important information. Please wear it at all times to prevent delays with important lab tests, X-rays and various other tests and treatments.

Personal Belongings

To make your hospital stay as comfortable as possible, you should bring:

  • slippers
  • bathrobe
  • toothbrush & toothpaste
  • hair brush or comb
  • shampoo/hair care and personal hygiene products
  • denture care supplies
  • eyeglasses and case
  • smartphone or tablet

If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay.

Medical & Financial Information

Having your current medical and financial information will result in less stress for you during check-in. Please bring the following:

  • insurance card and/or policy
  • Medicare or Medicaid card
  • driver’s licenses and/or photo ID cards of the patient and the insured
  • emergency contact information
  • a list of your current medications, over-the-counter and prescription drugs, vitamins and herbals
  • physician’s orders, if you have any
  • your advance directives (living will, power of attorney, etc.)
Cannon Memorial Hospital
Hospital Visitors

Patients & Visitors: During Your Stay

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations during your stay. Each member of the ARHS team wants to make your time with us as pleasant as possible.

VISITING HOURS General 7:00 a.m. – 7:00 p.m. Each area of the hospital has its own visiting times, which are posted in the waiting areas of those units and made available to families. Nighttime visits can be arranged by contacting the nursing staff.

Waiting Areas Waiting areas are currently closed due to COVID-19

Communications & Interpretation Services: When help is needed because of a language, speech or hearing problem, the hospital can respond with special equipment or interpreters.

COVID-19 Visitor Restrictions are in place. Learn more >

WMC Gift Shop

Gift Shop

The Gift Shop at Cannon Memorial Hospital is closed until further notice due to construction.

Watauga Cafeteria

Cafeteria

Due to COVID-19, cafeterias are currently only open to staff and patients

The cafeteria is located on the first floor of Cannon Memorial Hospital
(828) 262-4139

Monday – Friday
Breakfast: 8:00 am – 10:00 am
Lunch: 11:00 am – 1:00 pm

Saturday – Sunday
Breakfast: 8:30 am – 10:00 am
Lunch: 11:00 am – 1:00 pm

Supper trays can be ordered by calling (828) 737-7435.

Pulmonology in Boone, NC

Help & Support

We offer the following services to assist you medically, financially, spiritually, and physically.

 

Visitor Guidelines

NOTE: Special COVID-19 Visitor Restrictions are currently in place. Learn more >

We encourage visitors for emotional support and recovery. To provide a restful and safe environment, we ask that all visitors comply with the following guidelines:

  • Be considerate of other patients by keeping noise to a minimum.
  • Refrain from visiting if you have a cold, sore throat or any contagious disease.
  • Observe no visiting and precaution signs before entering the room.
  • Do not smoke.
  • Leave the room during tests or treatments if asked.
Valuables

If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay. Store your contact lenses, eyeglasses, hearing aids and dentures in your bedside stand when not in use. Please don’t put them on your bed or food tray— they may be damaged or lost.

If you cannot send your valuables home, please speak with your nurse about storing them in the hospital safe. The hospital cannot be responsible for any valuables left in your room. Unclaimed items left at the hospital are turned over to the state of North Carolina following the North Carolina General Statutes.

Patient Meals

The Nutrition Services Department is dedicated to making your hospital stay as pleasant as possible. Patients at Cannon Memorial Hospital will have the opportunity to share individual food preferences. A representative from Nutrition Services will be visiting your room to obtain your food selections or preferences.  In addition, there are food and beverage items available in each nursing unit that patients may request at any time. We hope you enjoy your dining experience with us.

We also recognize the important role that adequate nutrition plays in the healing and recovery process. Our Clinical Nutrition Department is available to provide education on specific diets. Please let your nurse or Nutrition Services representative know if you have any nutrition-related questions or concerns.

Telephone

Telephones are in patient rooms, except the critical care areas. Family and friends can directly dial your room by dialing 828-737-78 + the last two digits of your room number, except in CCU. Or they may call 828-737-7000 and ask to be connected to your room.

To place a local call from Cannon Memorial Hospital: Dial 9 + the number.

To place a long-distance call, you will need to use a calling card or a cell phone.

Medications from Home

Please do not bring any medications (prescription, over-the-counter or illegal drugs) to the hospital. All medications you take while a patient here have been prescribed by your physician, are dispensed by the hospital pharmacy and administered by a trained professional. Patients are not permitted to administer their own medications or keep personal medications, unless approved by their physician.

Tobacco Use

For the health, safety and well-being of our patients, visitors and employees, the use of tobacco products is prohibited on all ARHS properties. This includes all the campuses of Appalachian Regional Healthcare System, including buildings, grounds, parking areas, walkways and vehicles. If you would like to stop smoking, call 800-QUIT-NOW.

Patients & Caregivers: Leaving the Hospital

Make sure you have the following information before you leave the hospital:

  • Medications list. This is a listing of what medications you are taking, why, in what dosage and who prescribed them. 
  • Prescription for any medications you need.
  • Follow-up care instructions.
  • Other services. When you leave the hospital, you may need to spend time in a rehabilitation facility, nursing home or other institution. Or you may need to schedule tests at an imaging center, have treatments at a cancer center or have in-home therapy.
  • Community resources. Make sure your care manager provides you with information about local resources, such as agencies that can provide services like transportation, equipment, home care and respite care.
Women's Rehabilitation Services
Commitment to Care

Our Commitment to Care

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.

Learn about Patient Rights & Responsibilities >

Quality

For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.

Privacy

For any questions about our Notice of Privacy Practices, you may contact the Privacy Officer at (828) 262-4239.

Ethics Committee

All ARHS facilities have an Ethics Committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at the larger situation and consider all feasible alternatives. Below is a list of how to contact the Ethics Committee at your location:

  • Charles A. Cannon, Jr. Memorial Hospital: Call Patient Safety Concern Line at ext. 2033 or call 737-7596 to contact care management
  • Watauga Medical Center: Call 262-4100 and request pager No. 1400
File a Formal Complaint

You have the right to file a complaint or concern with either or both:

The NC Division of Health Service Regulation Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699
(800) 624-3004

Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Website: www.jointcommission.org, then click “Report a Safety Event”

Resolution of Conflicts

Although conflicts often are a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:

  • anticipate potential care-related conflicts and eliminate them
  • work with you to resolve conflicts quickly and considerately

While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.

If you have a complaint, you may contact us online or speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.

Questions?

If you would like to speak to someone about our services, please let us know!

Watauga Medical Center Patient and Visitor Guide

Watauga Medical Center Patient and Visitor Guide

Watauga Medical Center Patient & Visitor Guide

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations during your stay. Each member of the ARHS team wants to make your time with us as pleasant as possible, and he or she does so by adhering to the organization’s core values of Integrity, Compassion and Excellence. This is our commitment to you.

Your healthcare team consists of your physicians, nurses, care manager, family members, other healthcare professionals, and pastoral care member if you desire.

Patients: When You  Arrive

Please check in at the Patient Registration/ Admissions desk, located off the main lobby. We want the admissions process to run smoothly for you and your family. Please review the materials to bring with you by clicking on each category below.

As a patient, you will receive a special identification (ID) bracelet that states your name and hospital number, your physician’s name and other important information. Please wear it at all times to prevent delays with important lab tests, X-rays and various other tests and treatments.

Personal Belongings

To make your hospital stay as comfortable as possible, you should bring:

  • slippers
  • bathrobe
  • toothbrush & toothpaste
  • hair brush or comb
  • shampoo/hair care and personal hygiene products
  • denture care supplies
  • eyeglasses and case
  • smartphone or tablet

If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay.

Medical & Financial Information

Having your current medical and financial information will result in less stress for you during check-in. Please bring the following:

  • insurance card and/or policy
  • Medicare or Medicaid card
  • driver’s licenses and/or photo ID cards of the patient and the insured
  • emergency contact information
  • a list of your current medications, over-the-counter and prescription drugs, vitamins and herbals
  • physician’s orders, if you have any
  • your advance directives (living will, power of attorney, etc.)
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Hospital Visitors

Patients & Visitors: During Your Stay

At ARHS, we know that being a patient may not be an easy time, and we work continuously to exceed your expectations during your stay. Each member of the ARHS team wants to make your time with us as pleasant as possible.

VISITING HOURS General 7:00 a.m. – 7:00 p.m. Each area of the hospital has its own visiting times, which are posted in the waiting areas of those units and made available to families. Nighttime visits can be arranged by contacting the nursing staff.

Waiting Areas Waiting areas are currently closed due to COVID-19

Communications & Interpretation Services: When help is needed because of a language, speech or hearing problem, the hospital can respond with special equipment or interpreters.

COVID-19 Visitor Restrictions are in place. Learn more >

WMC Gift Shop

Gift Shop

The Gift Shop at Watauga Medical Center is closed until further notice due to construction.

Watauga Cafeteria

Cafeteria

Due to COVID-19, cafeterias are currently only open to staff and patients

The cafeteria is located on the first floor of Watauga Medical Center
(828) 262-4139
Open 7 days/week

  • 7:30 am – 10:00 am Breakfast
  • 11:00 am – 2:00 pm Lunch
  • 4:00 pm – 6:00 pm Dinner
Pulmonology in Boone, NC

Help & Support

We offer the following services to assist you medically, financially, spiritually, and physically.

 

Visitor Guidelines

NOTE: Special COVID-19 Visitor Restrictions are currently in place. Learn more >

We encourage visitors for emotional support and recovery. To provide a restful and safe environment, we ask that all visitors comply with the following guidelines:

  • Be considerate of other patients by keeping noise to a minimum.
  • Refrain from visiting if you have a cold, sore throat or any contagious disease.
  • Observe no visiting and precaution signs before entering the room.
  • Do not smoke.
  • Leave the room during tests or treatments if asked.
Valuables

If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay. Store your contact lenses, eyeglasses, hearing aids and dentures in your bedside stand when not in use. Please don’t put them on your bed or food tray— they may be damaged or lost.

If you cannot send your valuables home, please speak with your nurse about storing them in the hospital safe. The hospital cannot be responsible for any valuables left in your room. Unclaimed items left at the hospital are turned over to the state of North Carolina following the North Carolina General Statutes.

Patient Meals

The Nutrition Services Department is dedicated to making your hospital stay as pleasant as possible. At Watauga Medical Center, we provide patients on regular, cardiac and diabetic diets with the option to select meals from our menu. Patients on other diets will have the opportunity to share individual food preferences. A representative from Nutrition Services will be visiting your room to obtain your food selections or preferences.

In addition, there are food and beverage items available in each nursing unit that patients may request at any time. We hope you enjoy your dining experience with us. We also recognize the important role that adequate nutrition plays in the healing and recovery process. Our Clinical Nutrition Department is available to provide education on specific diets. Please let your nurse or Nutrition Services representative know if you have any nutrition-related questions or concerns.

Telephone

At Watauga Medical Center and Cannon Memorial Hospital, telephones are in patient rooms, except the critical care areas.

To place a local call from Watauga Medical Center: Dial 7 + the number. Family and friends can call directly to your room by dialing 828-262- 4 + your three-digit room number (except in the Birthing Center and ICU, where calls can be placed to 828- 262-4100 and the switchboard will connect your caller).

To place a long-distance call, you will need to use a calling card or a cell phone.

Medications from Home

Please do not bring any medications (prescription, over-the-counter or illegal drugs) to the hospital. All medications you take while a patient here have been prescribed by your physician, are dispensed by the hospital pharmacy and administered by a trained professional. Patients are not permitted to administer their own medications or keep personal medications, unless approved by their physician.

Tobacco Use

For the health, safety and well-being of our patients, visitors and employees, the use of tobacco products is prohibited on all ARHS properties. This includes all the campuses of Appalachian Regional Healthcare System, including buildings, grounds, parking areas, walkways and vehicles. If you would like to stop smoking, call 800-QUIT-NOW.

Patients & Caregivers: Leaving the Hospital

Make sure you have the following information before you leave the hospital:

  • Medications list. This is a listing of what medications you are taking, why, in what dosage and who prescribed them. 
  • Prescription for any medications you need.
  • Follow-up care instructions.
  • Other services. When you leave the hospital, you may need to spend time in a rehabilitation facility, nursing home or other institution. Or you may need to schedule tests at an imaging center, have treatments at a cancer center or have in-home therapy.
  • Community resources. Make sure your care manager provides you with information about local resources, such as agencies that can provide services like transportation, equipment, home care and respite care.
Women's Rehabilitation Services
Commitment to Care

Our Commitment to Care

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.

Learn about Patient Rights & Responsibilities >

Quality

For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.

Privacy

For any questions about our Notice of Privacy Practices, you may contact the Privacy Officer at (828) 262-4239.

Ethics Committee

All ARHS facilities have an Ethics Committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at the larger situation and consider all feasible alternatives. Below is a list of how to contact the Ethics Committee at your location:

  • Charles A. Cannon, Jr. Memorial Hospital: Call Patient Safety Concern Line at ext. 2033 or call 737-7596 to contact care management
  • Watauga Medical Center: Call 262-4100 and request pager No. 1400
File a Formal Complaint

You have the right to file a complaint or concern with either or both:

The NC Division of Health Service Regulation Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699
(800) 624-3004

Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Website: www.jointcommission.org, then click “Report a Safety Event”

Resolution of Conflicts

Although conflicts often are a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:

  • anticipate potential care-related conflicts and eliminate them
  • work with you to resolve conflicts quickly and considerately

While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.

If you have a complaint, you may contact us online or speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.

Questions?

If you would like to speak to someone about our services, please let us know!