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
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.
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.
For complaints about quality of care, contact the Risk Management Department at (828) 263-1207.
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
Office of Quality and Patient Safety The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
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.
If you would like to speak to someone about our services, please let us know!