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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.)
Behavioral Health Hospital
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.)
Image:
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!

4 Steps to Fall Prevention

4 Steps to Fall Prevention

Prevent_Fall You may be surprised to know that falls are the leading cause of accidents for people over the age of 65. We ask you and your family to help us prevent you from falling while you are in the hospital. These are things you can do to make your stay in the hospital safer:

If you are wearing a yellow “Fall Prevention” bracelet, PLEASE don’t get up by yourself. We don’t want you to fall or get hurt. Call the nurse for help!

 

1. We assess all patients for fall risk

If you are at risk of a fall, we provide the following:

  • Fall Risk door magnet
  • Fall Risk bracelet
  • Yellow non-skid slipper socks

 

2. Share information with your nurse

  • If you have a history of falling at home.
  • If you are dizzy, weak or unsteady on your feet, do not get up without help.
  • If you use a walker or cane at home, you should also use it in the hospital.

 

 

3. Fall prevention tips for your hospital stay

  • Make sure the nurse call button is within reach and you know how to use it.
  • If you have an IV line, ask for help moving your IV machine.
  • Keep the room clutter-free. • Keep the top two side rails up.
  • Make sure lighting is adequate in your room so you are able to see, especially at night.

 

 

4. Ask for help

  • Ask someone to assist you whenever you get up. Call for help before the need to get to the bathroom becomes urgent. Most hospital falls occur when patients try to get out of bed to go to the bathroom without assistance.
  • Consider asking a family member to stay with you if you are at a high risk for falling.

Estimate Your Healthcare Cost

Estimate Your Healthcare Cost

Call for an Estimate

(828) 262-4111
The best way to get an accurate estimate

Apply for Financial Assistance

You may qualify even if you have insurance

Discounts & Payment Plans

Know your options

Insurance Information

Understanding your responsibility

We understand medical bills can be difficult to understand or pay. We can help you estimate your planned healthcare expenses so you’ll know what to expect.  The best way to get an accurate picture of what you’ll pay is to call us at (828) 262-4111. This way, we can consider factors like insurance coverage, self-pay, diagnosis, financial assistance, and more.

 

Advance_directiveWhat you will need:

In order to get the most accurate estimate of your portion of the bill, we will need the following information:

  • CPT or DRG code from the provider who ordered the service
  • Up-to-date insurance information

 

Your estimate may NOT include:

  • Cost of outside physician professional fees such as anesthesia, radiology, emergency room physicians and/or pathology.
  • Pharmacy pricing estimates are available upon request. Pricing formulas depend on the specific dose amount, among other factors.
  • Any other services or tests done in addition to the original orders

You may receive additional costs or bills from these providers and/or services.

 

Why do healthcare estimates vary?

Estimates for outpatient procedures may vary based on a variety of items such as

  • Time in the Operating Room
  • Cost of medical supplies
  • Pharmacy costs
  • Multiple views or procedures on same visit

 

Pricing Transparency: Appalachian Regional Healthcare System

DISCLAIMER: ARHS makes every effort to provide complete and accurate information about what our patients may be required to pay for healthcare services. ARHS chargemasters are uploaded annually to our website and may not reflect new charges added throughout the year, as charge amounts are subject to change. The amounts shown below do not reflect what your insurance company will hold you responsible for, including copay, deductible and coinsurance – This is an average estimate. Please call (828) 262-4111 to get the most accurate estimate of the patient’s responsibility of the charges!

 

We offer self-pay discountsfinancial assistance and insurance contract rates not listed in the chargemaster. Please call (828) 262-4111 to get the most accurate estimate of the patient’s responsibility of the charges.

Financial Assistance

We understand medical bills are often unplanned and can be difficult to understand or pay. ARHS has Patient Financial Advocates who are professionally trained to assist with your financial questions. We also offer help identifying other programs, discounts, and services for which you may qualify. Read More: Financial Assistance

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Patient Rights & Responsibilities

Patient Rights & Responsibilities

Patient Bill of Rights

As a patient at Charles A. Cannon Jr. Memorial Hospital and/or Watauga Medical Center, you are a partner in your hospital care. When you are well informed, help make decisions, and talk openly with hospital staff, you help make your care better. This list tells you in everyday terms all the ways this facility respects each person. Please ask your nurse or social worker if you would like a copy of the official patient rights.

  1. You have the right to respectful care, no matter these factors:
    • Age
    • Race
    • Color
    • Religion
    • Culture
    • Language
    • Physical or mental challenges
    • Income level
    • Education level
    • Whether you are male or female
    • Whether you are gay or straight
    • Whether you are transgender or not
    • National origin
    • Source of payment
  2. You have the right to receive a written list of your rights and duties.
  3. You have the right to respectful care that honors your values and beliefs. You have the right to care in a safe setting, by people who know and care about what they are doing.
  4. You have the right to have your religious and spiritual beliefs and values respected.
  5. You have the right to know the name and role of all your caregivers.
  6. You have the right to privacy in your medical care. Care discussions, exams, and treatments will be done in ways that protect your dignity.
  7. You have the right to keep and use your own items as space permits, and when they do not hinder your care or the rights of others.
  8. You have the right to share a room with your husband or wife if you are both in the same facility, if you both agree, and if the arrangement does not risk your care and safety.
  9. You have the right to be free from all forms of abuse. Restraints will only be used to keep you and others safe, and must be removed as soon as possible.
  10. If English is not your first language, you have the right to an interpreter who speaks your language.
  11. You have the right to receive information you can understand if you have trouble with speech, vision, hearing, or understanding.
  12. You have the right for emergency procedures to be done without unnecessary delay.
  13. You have the right not to be woken up by hospital staff unless it is necessary.
  14. You have the right not to get unnecessary procedures.
  15. You have the right to treatment that avoids unnecessary discomfort.
  16. You have the right to be told, in terms that make sense, all information about your condition and treatment, including other options and possible problems. When it is not possible to give the information to you, it will be explained to your next of kin.
  17. You have the right to agree to, refuse, or stop any treatment that is offered. Your doctor will talk with you about what might happen if you take or do not take those treatments. Except for emergencies, a doctor must get your permission before beginning any treatment.
  18. You have the right to help make decisions in your care and to be told before any changes are made.
  19. You have the right to choose which visitors you want, at any time during your stay, except when a doctor says your care requires limiting visitors.
  20. You have the right to fill out advance orders including a Living Will, Healthcare Power of Attorney, and organ and tissue donation requests, and for staff to follow those written wishes.
  21. You have the right to have a family member and your own doctor told that you are in the hospital. You have the right to choose someone to be with you to provide emotional support during your stay. These privileges may be put on hold if the visitor hinders your care and safety, or the rights of others.
  22. You have the right to have your medical records read only by people with a need to know. Information about you will be released only with your permission, or if it is required or allowed by law.
  23. You have the right to request and see your medical record promptly, unless the doctor limits access for medical reasons.
  24. You have the right to ask for changes to your medical record and to know who outside the facility has seen your record.
  25. You have the right to agree or not agree to take part in research. Doctors must get your permission before the research starts. You may refuse to take part or stop taking part in research at any time without losing your access to other appropriate care.
  26. If you ask, you have the right to get help finding a second opinion with another doctor. This may be at your own expense.
  27. You have the right to be moved to another facility when needed. The need will be explained, as well as other choices you have. The other facility must accept you before you are moved.
  28. You have the right to receive a clear explanation of your bill.
  29. You have the right to know about financial help for your healthcare costs.
  30. You have the right to understand your healthcare needs after discharge.
  31. You have the right to contact any individual or agency whose job is to protect your rights.
  32. You have the right to have your concerns and complaints reviewed by the facility. You may share your concerns by calling the Compliance/ Risk Management Department at (828) 262-4239.

 

Patient Responsibilities

  1. You should be honest and complete when you tell doctors and nurses about your health. Include these items:
    • Past illnesses
    • Other hospital stays
    • Current complaints
    • Use of medicine
    • Risks in your care
    • Unexpected changes in your condition
    • What you need from hospital staff
    • You should report pain and help your doctors and nurses assess your pain.
  2. You should ask questions when you do not understand information or instructions.
  3. You should follow instructions and accept the costs of your personal choices.
  4. You should tell your doctor if you don’t think you can follow your treatment plan.
  5. You and your visitors should be considerate and respectful of hospital staff and property. You should also respect the needs of other patients and visitors and their property. You should follow the rules of the facility, including not smoking.
  6. You and your family should provide information for insurance and pay your hospital bills. You can ask for payment options when needed.
  7. You should recognize the effect of your life choices on your health.
  8. You should keep appointments and tell the appropriate healthcare office when you are unable to do so.
  9. You and your family should assist staff to keep you safe:
    • Follow staff safety instructions
    • Keep your name band on at all times
    • Help staff know who you are so they know they have the right person
    • Wash your hands and follow instructions to keep infections from spreading
    • Tell staff when alarms are making noise in your room