Resident Handbook

Date: 
02/21/2019
Document Text Version

TABLE OF CONTENTS PHILOSOPHY OF THE IOWA VETERANS HOME............................................................... 2 MISSION STATEMENT.......................................................................................................... 2 FROM THE COMMANDANT.................................................................................................. 2 HISTORY OF THE IOWA VETERANS HOME ...................................................................... 3 LEVELS OF CARE................................................................................................................. 4 RESIDENTIAL CARE.......................................................................................................... 4 NURSING CARE................................................................................................................. 4 HEINZ HALL........................................................................................................................... 4 HOSPICE AND PALLIATIVE CARE....................................................................................... 5 SPIRITUAL SUPPORT ....................................................................................................... 6 ROOM..................................................................................................................................... 6 FURNITURE........................................................................................................................... 6 FIRE/SAFETY RULES ........................................................................................................... 7 VALUABLES........................................................................................................................... 8 PERSONAL HYGIENE........................................................................................................... 9 SEWING ROOM..................................................................................................................... 9 LAUNDRY............................................................................................................................... 9 DINING AREAS.................................................................................................................... 10 CANTEEN............................................................................................................................. 10 LEISURE RESOURCE CENTERS....................................................................................... 11 PETERSEN LIBRARY.......................................................................................................... 12 BEAUTY SALON .................................................................................................................. 12 GIFT SHOP .......................................................................................................................... 13 BUS AND CAB SERVICES.................................................................................................. 13 TEAM CONCEPT................................................................................................................. 13 MEDICAL PROVIDERS.................................................................................................... 14 NURSE.............................................................................................................................. 14 NURSING UNIT COORDINATOR .................................................................................... 15 SOCIAL WORKER............................................................................................................ 16 DIETITIAN......................................................................................................................... 16 RECREATION THERAPIST ............................................................................................. 17 I TABLE OF CONTENTS MENTAL HEALTH SERVICES......................................................................................... 17 PSYCHOLOGIST .......................................................................................................... 17 PSYCHIATRIC PROVIDER........................................................................................... 17 MENTAL HEALTH NURSE ........................................................................................... 18 MUSIC THERAPY ......................................................................................................... 18 CHAPEL/ CHAPLIANCY SERVICES................................................................................... 18 SPECIALITY PHYSICIANS.................................................................................................. 19 DENTISTRY...................................................................................................................... 19 DERMATOLOGY .............................................................................................................. 19 OPTOMOTRY................................................................................................................... 19 ORTHOPEDICS................................................................................................................ 19 MEDICATIONS..................................................................................................................... 19 LAB/X-RAY........................................................................................................................... 20 MEDICAL CARE OUTSIDE.................................................................................................. 20 RESTORATIVE NURSING CARE........................................................................................ 21 PHYSICAL THERAPY ...................................................................................................... 21 RESPIRATORY CARE ..................................................................................................... 21 SPEECH & HEARING....................................................................................................... 22 SPEECH THERAPY...................................................................................................... 22 AUDIOLOGY ................................................................................................................. 22 OCCUPATIONAL THERAPY............................................................................................ 22 OPEN GYM....................................................................................................................... 22 SPECIAL EQUIPMENT/AIDS........................................................................................... 23 WHEELCHAIRS................................................................................................................ 23 INCENTIVE THERAPY PROGRAM ................................................................................. 23 RECREATION THERAPY.................................................................................................... 24 ARTS & CRAFTS.............................................................................................................. 24 CERAMICS ....................................................................................................................... 26 GARDENS ........................................................................................................................ 26 GREENHOUSE/POTS & PLANTS ................................................................................... 27 POPPIES .......................................................................................................................... 27 II TABLE OF CONTENTS ACCESS TO MEDICAL RECORDS..................................................................................... 27 REQUEST TO AMEND IVH RECORD ................................................................................ 28 CASHIER’S OFFICE ............................................................................................................ 28 BANKING SERVICES....................................................................................................... 28 SUPPORT PAYMENTS.................................................................................................... 28 RESIDENT FINANCES ........................................................................................................ 29 SUPPORT CHARGES ......................................................................................................... 29 MAIL ..................................................................................................................................... 30 TELEPHONES ..................................................................................................................... 31 COMPUTER USAGE ........................................................................................................... 32 SMOKING/ TOBACCO......................................................................................................... 33 ALCOHOLIC BEVERAGES.................................................................................................. 34 COTTAGES.......................................................................................................................... 34 VISITING HOURS/VISITORS .............................................................................................. 35 RESIDENT COUNCIL .......................................................................................................... 35 RESIDENT RIGHTS AND RESPONSIBLITIES................................................................... 36 PRIVACY .......................................................................................................................... 36 RESIDENT COMPLAINT PROCEDURE.......................................................................... 36 AVENUES FOR RESIDENT COMPLAINT....................................................................... 37 INFORMAL INTERNAL AVENUES............................................................................... 37 FORMAL INTERNAL AVENUES................................................................................... 37 EXTERNAL AVENUES...................................................................... 1 2 PHILOSOPHY OF THE IOWA VETERANS HOME The philosophy of the Iowa Veterans Home is to provide individual quality health care in a home-like atmosphere. The Iowa Veterans Home has professionally trained staff that provides a variety of modern preventative and rehabilitative services while encouraging residents’ self-choice and dignity. Residents are encouraged to achieve their highest level of functioning and to maintain self-determination and independence regarding health care choices. The Iowa Veterans Home’s atmosphere of warmth, friendliness and understanding ensures that care is provided with respect for each resident’s individuality, dignity and well-being. MISSION STATEMENT To provide a continuum of care to Iowa’s veterans and their spouses in an environment focusing on individualized services to enhance their quality of life. FROM THE COMMANDANT As Commandant, I would like to take this opportunity to welcome you to the Iowa Veterans Home. We are dedicated to providing you the highest quality of care and an exceptional quality of life. We will professionally care for your health needs, and we will provide high quality services and leisure activities for your enjoyment that are second to none. I know you will find this handbook helpful for understanding our general rules and regulations which are intended to ensure all residents enjoy a healthy and happy living environment. Timon M. Oujiri, Commandant 3 HISTORY OF THE IOWA VETERANS HOME The Iowa Veterans Home has steadily progressed both in purpose and in physical growth during its long and illustrious history as a home for the State’s veterans and dependant surviving spouses who meet the eligibility requirements for admission. The Iowa Solder’s Home accepted its first resident in 1887 when the facility provided living quarters for displaced veterans of the War Between the States. Management of the Iowa Veterans Home resembled life patterned after Army post rules and regulations. Residents wearing Home uniforms marched in formation stood inspections, rose at reveille, ate at the mess hall and went to bed at taps. They slept in open wards and needed passes to get by the sentry at the gates. The men’s work contributed to the Iowa Veterans Home’s near self-sufficiency. They raised cattle and hogs and harvested and stored fruit, vegetables and even ice all on a little over 160 acres. There was also housing for the Commandant, Quartermaster, Adjutant, Surgeon, and the nurses. The present-day focus of the Iowa Veterans Home to provide professionally managed health care for aging veterans began to emerge in 1890 with construction of the first infirmary. Six years later a larger infirmary was built to satisfy the Iowa Veterans Home increasing resident population. Throughout the years, the Iowa Veterans Home has continued to update the physical plant and provide the necessary clinical expertise to meet the ever-increasing health care needs for those individuals admitted for care. Today, with veterans living longer and requiring a range of health care service, licensed professional care is an important service offered by the Iowa Veterans Home. 4 LEVELS OF CARE The Iowa Veterans Home offers two levels of care. Each resident is evaluated to determine the level of care that best fits his/her needs. These types of care are: RESIDENTIAL CARE (Domiciliary) is the area where the resident cares for his/her own needs with the exception of meals, which are provided in a central dining room. Medical and nursing supervision are available on a regular and frequent, but not continuous, basis. NURSING CARE (Nursing Home Care) is the area in which the resident requires ongoing nursing supervision and/or assistance in one or all areas of physical needs and activities of daily living. Care in this area ranges from total assistance in all care needs to supervision of one or two care needs, depending upon the resident’s capabilities. Medical care is available on a regular and frequent, but not continuous, basis. HEINZ HALL Heinz Hall is a 113 bed facility located on the Northeast corner of the Iowa Veterans Home campus that is licensed to provide residential level of care services. Residents at this level of care require a structured therapeutic environment to support and maintain the highest quality of life possible. Residents living at this level of care must be able to perform their activities of daily living independently and are expected to maintain their living environment. Heinz Hall residents should be able to independently identify how to access care in an emergency and demonstrate the ability to do so. Heinz Hall residents have a primary care team that will assist in establishing a plan of care, support in meeting established goals, provide assistance in re-entering the community and provide assessment and assistance in further placement at IVH as their health care needs change. 5 HOSPICE AND PALLIATIVE CARE What is the difference? Palliative care should be started at the time of diagnosis and can occur with aggressive or curative treatment often managing the symptoms that therapies cause. Hospice care, on the other hand, is appropriate for the last six month of life. Providing quality, compassionate end of life care at the Iowa Veterans Home has long been a priority. An internal interdisciplinary Palliative and Hospice Care Committee strives to provide education to unit teams. Unit teams promote excellence in care giving and support to meet the unique physical, emotional, psychosocial, and spiritual needs of residents and their families who face distressing symptoms and/or life threatening illnesses. Emphasis is placed on pain and symptom relief and on implementing measures that will enhance the resident’s quality of life. Some of the services provided include: Educational materials are provided to help families understand the resources available. The information also assists them in understanding the changing nutritional and emotional needs at the end of life as well as what to expect in the dying process. Pathways Program is a picture that is hung by the name plate of the resident who is actively dying. Using this notification allows the IVH community to offer support/comfort to the resident and their family. This visual cue alerts individuals to check with unit staff prior to entering the resident room so assigned work duties may be completed with dignity and respect. A frequent presence is provided by multiple staff disciplines to residents in the last phases of life. This promotes dignified care focusing individual attention on meeting the 6 resident’s physical, emotional and comfort care needs. Complimentary housing and meals are provided to families of residents in the last phases of life. SPIRITUAL SUPPORT: IVH Chaplains are attentive to the spiritual needs of our residents and their families, providing support, bereavement services and memorial services when desired. ROOM Room assignment at IVH is determined according to the individual needs of the resident. Living areas consist of a bed, bedside stand, chair, and closet which contain a set of drawers, one with a lock. The key to this drawer can be obtained from the Nursing Unit Coordinator. Residents may have a television in their room, preferably no larger than 32 inch screen, which can be hooked up to basic cable TV; headphones are encouraged. There is a fee for residents who wish to receive Premium Channels which is arranged through the Resident Finances Office. If a resident notices any needed repairs, they should inform the Nursing Unit Coordinator who will notify the proper department. The Ulery building houses residents with special nursing care needs that require a more secure environment to ensure proper care and safety. Closets may be locked and rooms are more simply furnished. Check with the Social Worker or Nursing Unit Coordinator to learn more about furnishing room space. FURNITURE Because of the limited space in a resident’s room, all furniture and appliances brought into IVH must be approved prior to moving it in. The Iowa Veterans Home provides a bed, dresser, one chair, lamp, curtains, and a closet. Types of furniture allowed are TV’s up to 32 inch, a favorite chair, and a lamp. For residents wishing to purchase or bring in a recliner, it 7 is requested that it be made of vinyl, leather or other non-porous material, as they are easier to maintain and clean. Recliners with heater elements are not permitted. Please check with IVH staff prior to purchasing a lift chair. IVH does not repair any personal property and we reserve the right to remove any furniture deemed to be unsafe or in an unsanitary condition. For infection control purposes, IVH requests families NOT donate furniture items to IVH or other residents. If a family/resident wishes to donate to another specific resident, that resident must understand that they will be responsible for the care and maintenance of the donated item. Pictures are allowed, but must be hung in an approved manner. Please contact the Nursing Unit Coordinator or Social Worker to make arrangements to have pictures hung. Rugs are not allowed. In addition to the closet in each room, a limited secure storage area can be provided for other personal belongings. This storage area measures 24” in depth, 36” wide and 27” high. When the resident’s storage area becomes overcrowded, they will be asked to reduce the amount of items being stored. Appliances with heating elements such as coffee pots, toasters, etc., are not permitted. Plug-in style air fresheners, electric blankets, heated recliners or heating pads are also not permitted. Small refrigerators are allowed on a conditional basis. Refrigerators and other electrical devices are to be plugged into electrical outlets, not surge protectors. IVH will provide any needed surge protectors for items such as computers. No items are to be hung from the ceilings, drapes or divider walls; drapes and wall divides must be able to open and close without obstruction. Food items need to be stored in sealed plastic containers. All items placed into storage must be in a sealed plastic tote; no cardboard boxes will be kept or stored on the premises. No flammable items are allowed on the units or in storage containers. FIRE/SAFETY RULES State regulations require that the Iowa Veterans Home be clean and safe. Smoke alarms and sprinklers are found throughout the facility. The buildings are designed by 8 compartments (zones) to contain fires to small areas. Residents are asked to keep themselves and their room’s safe by observing the following: 1) Floors must be kept clear at all times, with no items stored under the bed, desk, or table. 2) Keep newspapers and magazines at a minimum. 3) Cardboard boxes are not to be used in the room as storage container. (Plastic storage containers are recommended). 4) Throw rugs are not permitted. 5) Electrical appliances with a heating element are not allowed in rooms. Small refrigerators are allowed on a conditional basis. They must be UL approved and the resident is responsible for all costs, upkeep; repairs and cleaning. Iowa Veterans Home reserves the right to require and/or assist in keeping personal refrigerators clean. 6) No liquid cleaners are allowed in rooms. 7) Perishable foods need to be kept in airtight containers. 8) Residents are not allowed to smoke in their room or bathroom. Designated smoking areas are marked throughout the facility. 9) There are drills for fire and safety. Follow staff directions during fire alarms, tornado watches or warnings, and other emergency situations. VALUABLES Residents are responsible for valuables in their possession. There is a drawer that items can be locked in the resident room. It is recommended that residents not carry or keep large sums of money, or items such as Social Security cards or credit cards on their person or in their rooms, as they are responsible in case of loss or theft. Residents are also advised to not lend or borrow money from other residents. The Iowa Veterans Home is not responsible if this should occur. 9 PERSONAL HYGIENE Each Iowa Veterans Home resident is expected to maintain good personal hygiene, including clean clothing. Maintaining good hygiene is an expectation that will ensure that a safe and healthy environment is maintained. Each unit has shower and tub facilities. SEWING ROOM The Sewing Room Attendant makes items such as wheelchair bags, catheter bags and dietary mitts. Mending of institutional linen is done as well as alterations of personal clothing for residents with limited mobility which enables staff to dress them with ease. Repairs/alterations on resident clothing are available from a private seamstress for a fee. Residents should let the Nursing Unit Coordinator know if they want clothing repairs/alterations to be done. LAUNDRY Residents living on nursing care units will have their clothing laundered by IVH. Clothing items are labeled with each residents name upon admission. Any new items brought in after admission will need to be presented to staff so they can also be labeled. Clean laundry is delivered two or three times per week, but turnaround time may be as long as four to five days. You should make sure you have several sets of clothing. It is the responsibility of the resident to seek out and pay for any costs associated with clothing not laundered by the Iowa Veterans Home. For those residents living in Heinz Hall, clothing is delivered once a week; the times are posted. Clothing items are labeled with each residents name upon admission. Any new items brought in after admission will need to be presented to staff so they can be labeled. There is a soiled linen room located in the basement of Heinz Hall for residents to take their soiled clothes and linen. This service is free of charge. 10 Heinz Hall residents also have the option of laundering their own clothing. Washers and dryers are available in the laundry room for Heinz Hall residents only. It is recommended that all clothing be labeled whether laundered by IVH or by the resident to minimize loss. IVH Laundry does not launder special care items, personal linens and/or bedding. Community laundering services are available at the expense and risk of the resident. Check with unit staff if this is a service you desire. DINING AREAS The Atha Dining Facility (cafeteria) is located on the main floor of the Malloy building. The serving schedule and daily menus are posted at the cafeteria entrance. A menu is also posted on each unit and throughout IVH. For residents unable to eat in the cafeterias, meal trays are sent to their unit dining areas. Guest tickets for one meal can be obtained from the IVH Switchboard or the Gift Shop; tenday meal tickets can be purchased at the Cashiers Office. Guest tickets are good for 30 days from the date of purchase and are not refundable. CANTEEN The Canteen is located on the main floor of the Malloy building on the south side. A few of the items which can be purchased there are: sandwiches, soup, snack foods, pop, ice cream, tobacco, cigarettes, and personal hygiene supplies. Payment is by cash or Canteen Books only (see also Cashier’s Office). Counter hours are posted in the Canteen. The Canteen is closed on Thanksgiving and Christmas. The Canteen area is open 24 hours every day to allow access to the vending machines. Items sold by machine are pop, coffee, sandwiches, candy and chips. The Canteen also sells Canteen Books and Canteen gift certificates. 11 LEISURE RESOURCE CENTERS The Leisure Resource Centers (LRC’s) are spacious areas intended to be used for recreation activities. During times that the room is unscheduled, it is available to residents for relaxation, socialization and spontaneous activities. You are welcome to use the available equipment. The Malloy LRC is located on the main floor of Malloy building across from the elevators. It is equipped with a television, pool tables, electronic dart boards, card tables and touch play machines. Coffee is available to all residents, free of charge. At the south end of the room is a stage set up with special lighting, microphones, etc, for special programs. Large group activities include movies and bingo as well as other special events. Both the Dack Building and Heinz Hall also have LRC’s available. Similar furnishings can be found in these areas. You will often find puzzles in various stages of completion in these areas, feel free to help out! The LRC’s are open to all the residents of the facility, no matter which building you live in and are open 24 hours a day. GALLEY/KITCHEN There is a galley/kitchen located on each unit which is designed for storage and quick preparation of food items delivered by Food and Nutrition Services or brought by resident families. All perishable items are to be marked with resident’s name, room number, dated and refrigerated. An ice machine is available in each galley for resident use. A limited amount of nonperishable items that residents wish to keep in their rooms must be stored in plastic containers with close-fitting lids. These may be obtained from the Nursing Unit Coordinator. The container should be labeled with date, resident’s name, room number and unit. 12 PETERSEN LIBRARY The Petersen Library is located on the main floor of the Malloy building near the south main entrance. You will find a wide selection of books and magazines in the library as well as newspapers from many communities throughout Iowa. Movies (DVD’s or video cassettes), music CD’s and cassette along with large-print and audio books (books that have been narrated on tape or CD) are available for residents and staff. All materials, with the exception of movies and current magazines, may be checked out for two weeks. Most videos may be checked out for seven (7) days, with new releases having a one-day checkout period. Five computers with internet accessibility are available to patrons with a time limit of one hour usage per day. BEAUTY SALON The Beauty Salon is located in the basement of the Loftus Building in the South hallway. It is open several days a week by appointment. Hours of operation are posted and walk-ins are accepted when possible. Residents are to pay for this service; gift certificates are available. There are also satellite shops for use by residents in the Ulery and Fox buildings. 13 GIFT SHOP T The Gift Shop is located on the main floor of the Malloy building near the north main entrance. Residents participating in the Iowa Veterans Home activities centers have handcrafted most of the articles for sale in Gift Shop. The handcrafted items for sale in the Gift Shop include leather goods, rugs, ceramic items, wood items, IVH souvenirs and other craft items. BUS AND CAB SERVICES Bus and cab services are available through the community. Bus passes are available for purchase from the Cashier’s Office. The Marshalltown Municipal Transit (MMT) buses are handicap accessible to accommodate those requiring wheelchairs. The MMT buses stops at the Dack Building. You may check with the Switchboard to find out the locations and times. Local cab service is available by calling the numbers listed in the local phone book. Fares for bus and cab services are the responsibility of the resident. TEAM CONCEPT For each resident, a Care Plan is developed to meet the unique needs of the individual. Planning for this care is done by a team of clinicians and whenever possible the resident and/or family. The following clinicians are always involved: Medical Provider, Nurse, Social Worker, Recreation Therapist, Dietitian and Nursing Supervisor. Others who work with the resident to meet special needs (e.g., Psychologist, Occupational Therapist etc.) may also be involved. 14 We believe that by having input from the resident, their family and staff responsible for providing care, the best possible treatment plan can be developed. This Care Plan will be coordinated among all staff providing care to assure that the individual resident’s needs are met. It is important that the resident and/or family have direct, personal involvement and input in their annual and quarterly Interdisciplinary Resident Care Committee (IRCC) meetings. Residents and family will be notified and invited when these are scheduled. MEDICAL PROVIDERS Upon admission each resident is assigned a Medical Provider who is responsible for the residents healthcare needs. The Medical Provider may be a Medical Doctor (MD), Doctor of Osteopathic Medicine (DO), Nurse Practitioner (ARNP), or a Physician’s Assistant (PA). The PCP may refer residents to outside facilities for further evaluation of acute problems or treatment of resident’s chronic conditions, which may require consultation from a specialty physician (see Medical Care outside of IVH). Residents may schedule a visit with their Medical Provider by talking with their nurse. The Medical Provider will see residents for routine visits, and is available to consult with Nursing Staff at all times. NURSE Each resident is assigned a primary nurse who is responsible to assist them in providing daily and basic healthcare needs. The primary nurse will work with the resident and/or family in developing a 24-hour plan of care by which all nursing staff can assist in meeting the resident’s needs. This plan covers activities of daily living, which includes eating, dressing, bathing, ambulation and ways to maintain or gain independence to improve health and comfort. This plan will guide staff in caring for and assisting you in reaching your goals. To achieve the highest level of independence, your nurse will teach self-care methods, 15 including rehab techniques and good health practices. The nurse monitors medications and communicates any problems identified to the IRCC Team and listens to your concerns. Open communication between you and your nurse will ensure that your plan of care is what you want it to be. Nursing care is provided 24 hours per day, seven days a week to all residents at IVH. Medical Providers have assigned Units and hold regular clinics to ensure residents are seen per required regulations or as needed. Residents, who reside in Heinz Hall, are required to be seen annually and/or as needed. Heinz Hall RN’s are available Monday through Fridays to provide nursing services. Heinz Hall Nursing staff are available 24 hours per day, seven days a week. They will contact RN’s from other buildings to respond to any needs that may arise. Several resource units providing specialized care are also available. The Ulery Building contains semi-secure and secure units, which provide a protective environment for residents with dementia and elopement behaviors that would otherwise place them at risk if residing on an open unit. Staff that work on these units are especially trained to meet the needs of these residents. NURSING UNIT COORDINATOR The Nursing Unit Coordinator (NUC) is the secretary and receptionist for the unit. They can be a valuable source of information for both residents and family members. Some of their responsibilities include: receiving appointment times for various departments including podiatry, optometry, laboratory, x-ray, etc.; notifying proper personnel of needed repairs (including wheelchairs) that have been reported; making requests for items such as Canteen Books, pop and cigarettes for residents who need assistance with these tasks as well as helping with shopping requests. They can also arrange for clothing to be marked prior to being laundered, both on admission day and on new clothes as they are purchased. 16 SOCIAL WORKER Each unit has an assigned social worker. We often say they are the “first line of resource/assistance” for a variety of problems, needs, or concerns of personal, social, or emotional nature. They can provide the resident with direct assistance or information about many matters and concerns as they make their life here at the Iowa Veterans Home. Social Workers can help residents in their connections with families and friends and they can be a friendly and helpful resource in dealing with daily living, coping or problem-solving. Social Workers will help residents with Advance Directives so their wishes can be carried out if they become unable to make decisions for themselves. They will help residents understand Residents’ Rights so they can remain in control of decisions that affect their life as much as they desire. They will discuss the care planning process with the resident and family, and assist the resident to the fullest participation possible in their own care plan. It is their goal to help make IVH feel like home. They are here to serve residents and help residents have the highest quality of life they desire. DIETITIAN Individualized nutrition care is provided by a Registered Dietitian. Soon after arrival at IVH a registered dietitian will meet with the resident and/or family to determine food preferences. These preferences will be utilized to provide an individualized plan of care relating to the residents health needs. The goal of the dietitian is to assist the resident in maintaining their health while preserving quality of life. 17 RECREATION THERAPIST The Recreation Therapist has the responsibility of learning the leisure-time interests of individual residents and planning activities that will meet those interests. They are an active member of the IRCC Team. New ideas and suggestions from residents are always welcome. Each unit has and assigned Recreation Therapist. The entire recreation staff works closely together in providing a weekly calendar of events. A monthly calendar of events is generally posted on bulletin boards on the unit. A weekly schedule of recreation events is available outside of the Volunteer Services Office or available online. MENTAL HEALTH SERVICES Although psychological support is available through many different avenues, the Mental Health Providers offer formal mental health services at the Iowa Veterans Home. This Team utilizes a multi-disciplinary approach to psychological wellness by providing a range of services including education, support, assessment and treatment. This Team meets regularly to fully coordinate mental health care, and these clinicians also communicate frequently with the resident’s primary care provider and the members of their IRCC team. These services can be offered either individually or in group settings. The Mental Health disciplines often have students that receive clinical training at IVH. The following types of professions are included in these services: PSYCHOLOGIST: They provide support to residents who may be experiencing emotional difficulties or confusion. This support may come in the form of individual psychotherapy (talk therapy), family assistance, group therapy, or staff assistance. They also administer tests to help the treatment team determine whether or not a resident is capable of making appropriate personal or financial decisions. PSYCHIATRIC PROVIDER (Physician, Nurse Practitioner, Physician’s Assistant): They are primarily responsible for initiating and monitoring psychiatric medication use. They may also provide support and education to residents, families and staff. Their care is closely coordinated with other medical providers. If a resident would like to arrange mental health 18 services for themselves or for issues involving their family, they should ask their primary care provider, nurse or social worker for assistance in making contact with the appropriate Mental Health Services Team member. MENTAL HEALTH NURSE: This nurse works closely with the nurses and other staff to develop more effective methods of providing support to residents who are experiencing mental health changes. In some cases, this nurse may meet individually with residents to provide direct emotional support. This nurse helps coordinate in-house mental health services, assists by providing the initial triage, review of medical information, assessment screening and also by coordinating outside mental health care treatment when needed. MUSIC THERAPY The Music Therapist has a coordinated a program of therapeutic support for a variety of mental health concerns, such as adjustment issues, depression, anxiety, substance abuse, dementia and hospice needs. The Music Therapist provides direct therapeutic services of both instrumental and vocal opportunities, composing lyrics and music, listening and appreciating music, etc. and also involves volunteers from both the community and IVH staff to share their musical talents with residents who would benefit. CHAPEL/ CHAPLIANCY SERVICES The Veterans Memorial Chapel is located at the southwest corner of the Malloy building, main floor. The Chapel is used for variety of services as well as personal prayer and meditation. Family and friends are always welcome. Catholic and Protestant Chaplains conduct worship services, provide religious instruction, and visit units regularly for spiritual care and counseling as needed. IVH honors and respects residents of all faith traditions. Upon the death of a resident, a brief Service of Farewell is given as a tribute to their life as the resident wishes. 19 SPECIALITY PHYSICIANS The following specialty physicians come to the Iowa Veterans Home on a regular basis. Clinics are held in the Medical Clinic, which is located on the main floor of the Sheeler building. Residents are seen annually and on an as-needed basis by these providers. Nursing staff sends referrals to the Medical Clinic to schedule appointments. DENTISTRY: The dentist schedules weekly clinics. Dental services include tooth repair, tooth extractions, total denture care, and annual exams. For more extensive dental treatments, residents may be referred to outside facilities. IVH has a part time dental hygienist who completes oral screenings and biannual cleanings. DERMATOLOGY: The dermatologist schedules bi-monthly clinics. His services include treatment of skin disorders and cryotherapy procedures. OPTOMOTRY: The optometrist schedules weekly clinics. Optometry services include routine eye exams and purchase or repair of eyeglasses. ORTHOPEDICS: The orthopedist schedules bi-monthly clinics. Orthopedic services include bone and joint care, X-rays, and injections. PODIATRY: The podiatrist schedules bi-monthly clinics. Podiatric services include nail debridement, nail removal and diabetic foot care. MEDICATIONS Upon receipt of a Medical Providers order, the nursing staff obtains the needed medications from the Pharmacy and dispenses them from the nursing unit or the Heinz Hall. The Medical Provider and Unit Team determine whether a resident can be on a “self med” program. If on this program, the resident will be allowed to keep a limited supply of medicine in a locked drawer in their room. Residents who do not keep their medications secured will lose this privilege, as this is a potential safety hazard for other residents. 20 LAB/X-RAY The Lab/X-ray department is located on the main floor of the Sheeler building near the Switchboard. These services are provided as-needed by physician orders. They include blood tests, urine and sputum specimens, electrocardiograms (EKG), and X-rays. Residents are notified of appointments for these services by unit nursing staff. Exam results are sent to the units and available on the resident charts. MEDICAL CARE OUTSIDE THE IOWA VETERANS HOME The Iowa Veterans Home provides medical care to all residents. In the event more in-depth studies are needed or an illness requiring more specialist care develops, the Medical Provider may refer the resident to an outside hospital. Veterans are typically referred to a VA hospital. Non-veterans are typically referred to the University of Iowa Hospitals & Clinics in Iowa City. The VA hospitals are located in Des Moines (the most frequently used hospital) and Iowa City. Once referred to either of these facilities, follow-up appointments may be scheduled. The nurse will notify resident of these appointments. The Iowa Veterans Home provides transportation to and from these medical appointments and a report concerning their appointment will be sent to their Nursing Unit. At the direction of the Medical Provider, services of Unity Point Health- Marshalltown may be utilized for emergent care or services that require a specialist. IVH will also provide transportation in these situations. If a resident chooses to utilize a hospital or care provider outside of those recommended by IVH staff, the resident will be responsible for any and all expenses that are accrued and transportation to and from those appointments. 21 RESTORATIVE NURSING CARE Restorative nursing provides services designed to enhance psychological adaptation, increase or maintain functional levels of performance on activities of daily living and prevent complications associated with inactivity. It renews the residents’ self esteem and provides the opportunity to re-establish their sense of dignity and self worth. With collaboration of the IRCC team, the residents’ strengths are recognized and maximized which leads to an improvement in their quality of life. PHYSICAL THERAPY Residents with health problems resulting from recent injury or acute disease often benefit from Physical Therapy. Their program may consist of muscle strengthening, endurance training or therapeutic exercise. The goal is to correct, minimize or alleviate physical impairments to the performance of activities required in daily living. The Physical Therapy program is intended to be a short-term, rehab oriented treatment that will help the resident become as independent as possible. After the resident has reached the maximum benefit from physical therapy, a restorative nursing program may be set up to incorporate into the resident’s daily life. RESPIRATORY CARE Pulmonary services at the Iowa Veterans Home are completed by Respiratory Care staff. Practitioners are responsible for completing tests, such as pulmonary function, overnight pulse oximetry and arterial blood gases. They also administer various respiratory treatments, such as oxygen therapy, Cpap/BiPAP, nebulizer treatments and chest percussion. They consult with nursing staff regarding residents’ pulmonary assessments and provide oxygen set-up services for residents. A Pulmonary Rehabilitation Program has been implemented to improve the quality of life for those with lung disease. Pulmonary rehab requires a referral and clearance from a resident’s medical provider. 22 SPEECH & HEARING SPEECH THERAPY: Speech Therapy is designed to help residents who are having communication or swallowing difficulties. This could be a result of an acute or progressive neurologic event or organic or developmental disorders. Evaluation and treatment are provided by a licensed speech pathologist as prescribed by a physician in a cooperative effort with other disciplines in order to facilitate the optimal quality of life for our residents. AUDIOLOGY: Testing is conducted on residents with hearing aids while others may be referred to a licensed Audiologist. If medical intervention is warranted, a referral will be made to the appropriate hospital/clinic. For those residents who desire amplification, the Audiologist will assist with obtaining the appropriate hearing aids. Batteries, cleaning, maintenance, and repair are services provided by the IVH. OCCUPATIONAL THERAPY Occupational therapy (OT) is available to assist residents in attaining their highest level of independence in daily living skills. Residents with a recent illness or injury which limits their functional abilities may be seen for a short-term individual treatment. Other residents may participate in disability specific exercise groups. Occupational therapy services also provide residents with adaptive equipment to enhance independence, positioning devices to maintain joint mobility and training for electric wheelchairs and other adaptive techniques. The residents and/or clinical staff can make referrals, but a physician’s order is required for diagnostic evaluation and ongoing therapy. OPEN GYM The resident Open Gym is a supervised area in the Dack building where residents can exercise. A variety of exercise equipment is available for use to maintain or increase strength and endurance. To participate in this program the resident must have a physician’s order for “independent exercise” and a directed program will be developed. 23 SPECIAL EQUIPMENT/AIDS The Iowa Veterans Home provides special equipment/aids to assist residents with maintaining their independence. These may include aids for ambulating (wheelchairs, canes, walkers), aids that assist residents to feed themselves (special drinking cups, silverware, dentures, etc) and sensory aids (glasses, hearing aids). The Iowa Veterans Home reserves the right to explore the funding streams available for special purchase items. If you feel you have a need for these services, contact your Medical Provider or nurse. WHEELCHAIRS An Interdisciplinary Wheelchair Clinic Team regularly evaluates residents for the purpose of determining the need for an appropriate mobility device. They also re-evaluate residents using wheelchairs on a regular basis to ensure they are safely using the equipment. If use of a wheelchair becomes necessary, the resident will be fitted with an appropriate wheelchair. Funding resources for purchase of a wheelchair will be determined by the Iowa Veterans Home. Wheelchairs are periodically cleaned, given preventative maintenance and repaired as necessary. If the resident does not want the wheelchair the Iowa Veterans Home provides, arrangements can be made for them to purchase one at their own expense. INCENTIVE THERAPY PROGRAM Residents of the Iowa Veterans Home are encouraged to remain active. The IVH coordinates a program that identifies a number of “work situations” in which a resident could be assigned to, provided the resident is interested and capable of performing the job task. This program allows a resident to earn money and be involved in meaningful work activity. If there are no openings at the time a resident expresses a desire to be involved, their name will be placed on a waiting list for openings that become available. If the resident is interested in this program, contact the Social Worker. 24 RECREATION THERAPY There will be many opportunities each month for a resident to participate in a recreationsponsored activity. The Recreation staff is responsible for organizing a wide variety of activities which may include such things as monthly birthday parties, shopping trips, unit socials, special-interest groups, movies, dances, educational presentations, table games, touch play computer games and many more. They work closely with the Volunteer Services Office to coordinate many volunteer-sponsored picnics, bingos, dances, and special events. The use of the Recreation vehicles makes possible attendance at the variety of off-campus events such as the Iowa State Fair, Iowa High School State basketball tournaments, fishing trips, dinner theaters, seasonal celebrations and many others under the direction of the recreation staff. The Leisure Resource Centers and Rehabilitation Kitchen (Kopper Kettle) are scheduled through Volunteer Services; the Heinz Hall Kitchen is scheduled through the Heinz Hall Recreation Therapist. The goal of the Recreation Therapy program is to promote a full, active and enjoyable life for the residents. Activities are designed to promote physical, social and emotional stimulation. There is large group, small group and individualized recreation opportunities available. The activities on and off campus accommodate both ambulatory and non-ambulatory residents. ARTS & CRAFTS Located on the main floor of the Malloy building, this workshop offers needlework, macramé, leather work, decoupage, painting, rug weaving, and much, much more. Staff is available to assist in selecting items and providing instructions on how to complete a project. Residents may pay for the cost of materials and supplies they use if they wish to keep the finished project or offer if for sale in the Gift Shop. If a resident would like to participate in the workshops, they should contact their Social Worker or Recreation Therapist. If there are no openings in the workshop area at the time a resident is interested, their name will be placed on a waiting list and they will be notified when an opening occurs. 25 26 CERAMICS Ceramics is located on the main floor of Malloy Building. Staff is available to assist in selecting items and providing instructions on how to complete a project. Residents pay for the cost of materials and supplies they use if they choose to keep the project. Residents may keep the finished project or offer if for sale in the Gift Shop. If a resident would like to participate in ceramics, they should contact their Social Worker or Recreation Therapist. If there are no openings in the workshop area at the time a resident is interested, their name will be placed on a waiting list and they will be notified when an opening occurs. GARDENS Garden plots are available to any resident who wishes to plant and is able to take care of a garden. Recreation Therapy is in charge of allocating plots and preparing them for planting. Garden boxes are available on a limited basis for gardeners who are unable to work in a ground level plot. Residents may buy their own seeds and plants during the shopping trip that is usually planned for gardeners. Most gardening equipment is provided by IVH and available for resident use. Gardeners may use the produce harvested from their gardens as they wish. All gardeners are expected to maintain their plots or boxes and provide the necessary care for the plants. Information about the garden program is available early in the spring from your Recreation Therapist. 27 GIFTS Residents and/or family members may not give or receive any gifts of any kind to/from any employee of the Iowa Veterans Home or its contractors. GREENHOUSE/POTS & PLANTS The Jody Clark Swaim Greenhouse is located on the main floor of the Malloy Building and can be accessed through the stairwell door at the top of the Dack ramp. If residents wish to work in the greenhouse, they must contact their unit Recreation Therapist or the Director of Recreation Therapies. Potting soil, some plants and various pots are available for resident use. A key must be checked out for resident usage on the weekends. POPPIES Poppies that are made at the Iowa Veterans Home are distributed statewide. The Iowa Veterans Home is only one of the many places nationwide where poppies are made. Any capable veteran who is interested in making poppies should contact their Social Worker. Veterans are paid for each poppy they make. The American Legion Auxiliary sponsors the Poppy Program by providing the supplies, payroll and distributing the poppies in various communities. ACCESS TO MEDICAL RECORDS Each resident or his/her legal representative has the right to access and inspect all records pertaining to him/her. For a resident to review their medical record a verbal or written request is submitted to their nurse or social worker. The review and access of the medical record will be done as soon as practical, but not to exceed 24 hours. Requests for photocopies must be in writing using the Consent to Release of Information form 475-0859. There is a cost for copies of records, contact your social worker with cost inquiries. Details of how to obtain access to your IVH records are contained in the IVH Policy 239. 28 REQUEST TO AMEND IVH RECORD If a resident wishes to correct or amend information in their medical records, which includes any IVH document that is personally identifiable, the resident should contact their primary nurse or social worker. They will provide/assist residents with completing Request for Amendment of Records form 475-1875. Details of how to obtain access to or copies of the IVH resident’s record are also contained in the IVH Policy 239. CASHIER’S OFFICE The Cashier’s Office, is available to handle the money matters for residents and functions similarly to a bank. The Cashier’s Office is open Monday through Friday with hours of operation posted outside the door. The Cashier’s Office is closed on all State holidays. Residents who are able are expected to go to the office to handle their financial affairs. Residents who cannot get to the Cashier’s Office unaided must see their Nursing Unit Coordinator, Nursing Supervisor or Social Worker to obtain cash or other services. BANKING SERVICES: As a resident, you may deposit or withdraw money from your IVH Membership Account in person. You may also purchase postage stamps, tickets for the local bus service, 10-punch guest meal tickets and Canteen Books at the Cashier’s Office. [Canteen Books are coupon booklets that can be purchased for cash and can be spent only in the Canteen at IVH.] A statement of your membership account is sent monthly to the financially responsible person. NOTE: Checks can be written at your request and on your behalf from your IVH membership account for outside purchases, telephone bills, insurance premiums, etc. by your Accounting Technician located in the Resident Finances Office. The amount of the check is deducted from your IVH membership account; thus funds must be there before the check is written. SUPPORT PAYMENTS: You or your financial legally responsible person is sent a monthly support charge bill by the Resident Finances Office. This bill should be paid at the Cashier’s Office. If you have questions about any charges on your bill, please contact your Accounting Technician in the Resident Finances Office. 29 RESIDENT FINANCES The Resident Finances Office is located on the main floor of the Sheeler building. This office is responsible for support billing, Medicaid and Insurance billing. Staff oversees the resident banking system and assists in applying for any and all benefits that a resident may be eligible for through State, Federal and/or Private Agencies. The Resident Finances staff will work with you and/or on your behalf in handling matters with agencies such as the Department of Veteran Affairs, Social Security, Defense Finance Authority Service (military retirement), Civil Service Annuity (federal employee retirement), Medicare, Medicaid (Title XIX) among others. This office also offers assistance with bill paying, money management and business mail. In the event of a resident or former resident’s death, this office will assist with burial arrangements for those desiring burial in the Iowa Veterans Home Cemetery. SUPPORT CHARGES Support charges are paid on a monthly basis by residents for their care. The cost of care includes a wide variety of services aimed at enhancing life and well-being. Each resident is assigned an Interdisciplinary Resident Care Committee Team (IRCC Team) or core treatment team. These services along with room and board, laundry, therapies, basic cablevision, Wi-Fi, and many other amenities are included in the cost for care. Support payments do not include personal needs items such as haircuts/hair styling, canteen purchases, clothing, Arts & Crafts or Ceramics supplies, private telephone or long distance telephone calls, among others. Some recreation activities also require an out-ofpocket expense. Support charges are determined by the Financial Division Administrator or designee, and are based on each individual’s ability to pay. An individual’s ability to pay is determined by their income and available assets. All residents are assigned an Accounting Technician that is responsible for monitoring changes in income and assets. Therefore, it is imperative that you keep your Accounting Technician apprised of all changes to ensure accurate support billing. 30 MAIL The Iowa Veterans Home Print Shop and Mail Room is located in the basement of the Sheeler building. All mail coming into the facility is first sent to the Print Shop for sorting and then dispersed to the various departments and units. Services available in the Print Shop include lamination, metered postage for letters and packages, photocopies (black & white or color), fax service, scanning service, shipping supplies (priority mail boxes, envelopes, padded mailers) and U.S. postage stamps. These services can either be paid for in cash or charged to the residents IVH account. Postage stamps are also available for purchase from the Cashier’s Office or in the Heinz Hall Office. Mail is delivered to each unit every day (except Sundays and holidays) and placed in your mail slot. Letters to be mailed that have postage affixed can be place in the USPS mailboxes located in the Sheeler Lobby, the Malloy Building (across from the Kopper Kettle) and in the Dack Care Facility (across from the elevators) or given to your Nursing Unit Coordinator. Heinz Hall residents can take their mail to the Heinz Hall Office. RESIDENT REQUESTED LEAVE Residents who wish to be off grounds past midnight need to request a leave. This is done with either the assigned Social Worker or Nursing Unit Coordinator for all units except Heinz Hall. For residents in this building, you will either see the Social Worker or other designated staff. A minimum of three days notice is appreciated for leave requests. The Resident Finances Office keeps a record of all leave days used during the calendar year. Contact your Social Worker to inquire about the various rules regarding leave requests. Some rules to remember are: 1) The resident (or their family) is responsible for administration and safekeeping of any medications. IVH will send an adequate supply, up to 30 days for the leave. 2) A minimum of three days notice is needed to ensure medications can be supplied. If this is not done, the resident (or their family) may be responsible for purchasing medications at a private pharmacy. 31 3) Residents cannot take another leave within 24 hours after returning from the last one. 4) The resident (or their family) is responsible for transportation. 5) Support credit is given for the first 12 leave days taken in each calendar year. These are frequently referred to as “free furlough” days. 6) A work release is necessary for those residents with Incentive Therapy jobs. 7) Heinz Hall residents also have available to them what are referred to as “Pass” days. These are used when a resident wishes to be off grounds past midnight for 96 consecutive hours or less. Pass days are unlimited and they do not count toward your 12 leave days. TELEPHONES There are house phones available in all buildings for resident/public use. The house phones may be used for in-house (dial 4-digit extension number) or outside local calls (dial 9 plus the number). Residents are allowed to have personal phones in their rooms. Installations, monthly charges and repairs are the resident’s responsibility. To arrange for a personal phone, contact the Nursing Unit Coordinator or Social Worker on your unit. If a transfer is made to another room per Iowa Veterans Home request, Iowa Veterans Home will be responsible for the transfer charge; if the move is per resident request, the resident will pay for the transfer charge. Telephones at nursing stations are NOT for resident’s personal use. Residents not wishing to have personal phones in their rooms may make long distance calls and/or collect calls through the Iowa Veterans Home Switchboard (dial “0). The long distance calls will be charged to the resident’s account with prior approval. 32 VOLUNTEER SERVICES The Volunteer Services Office is located on the main floor of the Malloy Building. Volunteer Services provides volunteers for escorting residents to the activity centers, on-grounds recreation and off campus activities, as well as for reading, writing letters, music therapy, and much more. Residents may make special requests to one of the staff representatives on their unit. All volunteers are coordinated by the Volunteer Services Office. Volunteer Services also provides an assortment of greeting cards, special holiday cards, yearly calendars and writing supplies for the residents. Many organizations coordinate their projects with the Volunteer Services Office such as patriotic veteran and service-connected organizations. Many organizations donate time and/or money to provide for bingo, special recreation activities, popcorn, greeting cards and special equipment for the residents. COMPUTER USAGE There are five computers in the Petersen Library (located in the Malloy Building) and three computers in the Heinz Hall Library that are available for resident use. In addition, most units have computers available for residents as well. Internet access is available on these computers and residents are able to check their personal e-mail accounts. There are printers available for them to print off articles and e-mails. As residents purchase personal PC’s/laptops, staff is available to help with setting up their internet service when requested. Wi-Fi access is available on the units. Please contact your Social Worker with questions related to accessing internet service. . 33 SMOKING/ TOBACCO Smoking is not permitted in any facility buildings, entrances, hallways, restrooms, public areas or where oxygen is used or stored with the exception of the designated resident smoking areas. Please check with the staff on your unit to locate the nearest one. Smoking is also not permitted within 15 feet of any entryway to any building or within 30 feet of any air intake of any building. Residents using oxygen must shut off their oxygen and must remove the cannula and oxygen container from their wheelchair/mobie prior to smoking. Smoking is not allowed while riding in any state vehicle. Every resident who is a smoker will be assessed upon admission. All assessments and referrals will be completed by a Nurse. If a smoking violation occurs, the Safety Officer may be involved and will notify the IRCC Team with recommendations. Residents will be reevaluated following any safety violation or referral regarding smoking incidents by the IRCC Team and can be re-evaluated on an “as needed” basis. Residents are asked to be considerate of others when smoking. Residents who smoke will be offered nicotine replacement therapy or other alternatives. Any resident with intent to stop smoking should contact their Nurse or Social Worker. Cigarettes can be purchased by the carton on a weekly basis through the Quartermasters Office. Check with the Nursing Unit Coordinator to find out the cost and which day to order and pick them up. Funds are withdrawn from the resident’s membership account in the Cashier’s Office to pay for the cigarettes they order. Single packs can be purchased from the Canteen. 34 ALCOHOLIC BEVERAGES Appropriate use of alcohol for those who have not had problems with the substance is generally considered to be a socially acceptable activity and depends on the resident’s present health condition and current medications. Since the health and well-being of residents is our primary concern, the Iowa Veterans Home provides professional staff to assist residents in making informed decisions. If drinking has caused significant problems, a resident may be expected to remain abstinent from all alcoholic beverages while they reside at the Iowa Veterans Home. Alcoholic beverages are only available with an order from the resident’s medical provider and the cost shall be the burden of the resident. Under no other circumstances may alcoholic beverages be brought onto the grounds of the Iowa Veterans Home. Please refer to Iowa Administrative Code Chapter 10, Iowa Veterans Home, 801-10.40 (35D) Requirements of Member Conduct for disciplinary actions available to Administration. COTTAGES The Iowa Veterans Home has 10 cottages located directly north of the Malloy building. These cottages may be used to provide temporary lodging for families of residents that are visiting from out of town. There is a fee charged for the use of a cottage. On the day of a resident’s admission to the Iowa Veterans Home family members may use a cottage free of charge, for one night, if one is available. Please contact the unit Social Worker for more information. 35 VISITING HOURS/VISITORS The Iowa Veterans Home encourages visitors. Visiting hours are from 8:00 a.m. until 11:00 p.m. All outside doors, except for the main entrance at the Switchboard, are locked at 11:00 p.m. Special arrangements for visiting outside of these hours can be prearranged. Visitors are expected to respect the privacy of other residents and all other rules of the Iowa Veterans Home. There is no age restriction for visitors however, children 12 years and under must be accompanied by an adult and should be supervised at all times while visiting. Some visitors can make arrangements to stay overnight (see Cottages). The Iowa Veterans Home provides two fully equipped kitchen/dining areas for family gatherings, the Kopper Kettle and the Heinz Hall LRC kitchen/dining room area. All equipment and utensils needed to prepare and serve a meal are provided with the exception of food items. The Kopper Kettle is located between Arts & Crafts and Ceramics on the main floor of the Malloy building. The Heinz Hall LRC is located in the lower level of the building. To reserve either of these areas, contact your Recreation Therapist. RESIDENT COUNCIL All residents become members of the Resident Council when they are admitted to the Iowa Veterans Home. Residents are encouraged to participate in the life of IVH and in decision making that affects their lives by attending Resident Council meetings on a regular basis. The Resident Council is governed by By-Laws, which are reviewed and updated, if needed, at an annual meeting of the Council. The Council meets on a regularly scheduled monthly basis. Announcements of these meetings are posted on the main public bulletin boards under the Resident Council section of the board. The Commandant meets with the Resident Council every third month. These regularly scheduled meetings provide you with an opportunity to have an active voice in what happens at IVH. The Council is run by officers who are elected by the membership every 36 two years. The Resident Council Executive Board consists of a President, a 1st Vice President, a 2nd Vice President and a Secretary/Treasurer. This is your Council and your voice for involvement in the life of your home. Please support it with your attendance and participation. RESIDENT RIGHTS AND RESPONSIBLITIES Upon admission to the Iowa Veterans Home, the Social Worker will explain to the resident and their family the rights and responsibilities of belonging to our community. They are summarized in IVH Policy 82, “Resident Rights and Responsibilities”. A written list of those rights and responsibilities is given to each new resident as it is discussed with them; a copy is also available on each unit. It is important that each resident understand their rights as well as their responsibilities. Be sure to ask the Social Worker if you have any questions. PRIVACY: Privacy is an important part of each resident’s life. Although doors do not have locks, (except Heinz Hall) staff are expected to knock before entering a resident’s room. The formal lounges in the Malloy building, the Dack Care facility and, Heinz Hall as well as the Library and Chapel are just some of the locations that offer privacy. Residents also have the right to speak with staff in private and make private phone calls. RESIDENT COMPLAINT PROCEDURE: Any resident who feels that they have been treated unfairly or their contract with the Iowa Veterans Home has not been upheld, may file a complaint by contacting their Social Worker. This procedure is described in the packet of the Resident Rights and Responsibilities (IVH Policy 82) which is given to each resident upon admission. If the resident is not satisfied with the proposed resolution, they can appeal it. No reprisals of any kind will result if the resident decides to file a complaint. The Iowa Veterans Home appreciates the opportunity to address any concerns residents may have and many times, their concern can be alleviated by a conversation between them and a staff member. However, if you wish to file a formal complaint contact your Social Worker, Nursing Supervisor or Resident Council Office to obtain this form or for any assistance needed. 37 AVENUES FOR RESIDENT COMPLAINT INFORMAL INTERNAL AVENUES: Whenever possible, it is advisable for a resident to pursue resolution to a problem or voice his/her complaint at the level or point closest to where the problem occurred. Any staff member who receives a complaint from a resident has an obligation to look into it and, if it is out of his/her area, to refer it or the resident to someone else. Regardless of at what point one enters the process, unless there are good reasons to the contrary, the person in higher authority will usually go back to the person closest to the point of origin of the problem to gain information and understanding as to what originally happened and what has happened since the problem occurred. Generally, when one is not able to get resolution at the level where the problem occurred, the person should then proceed to the next level upward. Following are some internal avenues one can use to voice a complaint or pursue the resolution to a problem. CLINICAL/NON-CLINICAL IRCC Team Members Chaplain Medical Director Nursing Supervisor ADMINISTRATIVE Commandant Division Administrators Finance Bureau Chief OTHER Resident Council Executive Board FORMAL INTERNAL AVENUES: If a person wishes to use a more formal avenue to resolve a problem, he/she has the option to file a grievance. If a person files a grievance, the investigation will follow similar pathways as those described above. Resolution of a problem is usually sought at the level closest to where the problem occurred. The main difference from the informal avenues is that a grievance has a formally established procedure with time deadlines for responses as the process moves forward. This grievance procedure is detailed in Chapter 10 – Iowa Veterans Home, 501-10.45 (35A, 35D) Applicant appeal process as well as in IVH Policy No. 82, Resident Rights and Responsibilities. A copy Policy No. 82 is posted on all unit bulletin boards and may also be obtained from your Social Worker. 38 If your problem involved personal injury or damage to or loss of personal property, you can file a Tort Claim. This is a formal procedure, which involves filling out the appropriate paperwork to present your claim against the State if you feel the State or a State employee is responsible for your loss. You can take this action on your own or receive assistance from your Social Worker to complete the form. EXTERNAL AVENUES: There are also a number of external resources that residents can use to pursue their grievance or complaint. These avenues may be used at the resident’s discretion. However, it is generally the rule that, when an outside resource is called upon to investigate a problem or complaint, they usually have to come back as close as possible to the point of origin of the problem to gain necessary information and understanding about the problem. Therefore, some of the internal avenues listed above for problem resolution usually become involved. There may be reasons a resident wants to avoid internal involvement or identification. If this is the case, they should explain their reason to whichever outside resource they choose to use and ask for confidential consideration of their problem. Following are some external avenues: Families and Friends DVA Representative Patient Care Review Committee Department of Inspections & Appeals Police/Public Officials/Congressman Department of Human Services Ombudsman Veterans Organizations Commission of Veteran Affairs Private Attorney/Legal Aid/Court (At resident’s own expense) INDEX ALCOHOLIC BEVERAGES.................................................................................................. 34 AMEND IVH RECORD......................................................................................................... 28 ARTS & CRAFTS ................................................................................................................. 24 AUDIOLOGY ........................................................................................................................ 22 AVENUES FOR RESIDENT COMPLAINT .......................................................................... 37 BANKING SERVICES .......................................................................................................... 28 BEAUTY SHOP/BARBER .................................................................................................... 12 CANTEEN............................................................................................................................. 10 CASHIER’S OFFICE ............................................................................................................ 28 CERAMICS........................................................................................................................... 26 CHAPEL ............................................................................................................................... 18 CHAPLAINCY SERVICES ................................................................................................... 18 COMMANDANT ..................................................................................................................... 2 COMPLAINT PROCEDURE................................................................................................. 36 COMPUTER USAGE ........................................................................................................... 32 COTTAGES.......................................................................................................................... 34 DENTISTRY ......................................................................................................................... 19 DERMATOLOGY.................................................................................................................. 19 DIETITIAN ............................................................................................................................ 16 DINING AREAS.................................................................................................................... 10 EXTERNAL AVENUES ........................................................................................................ 38 FIRE/SAFETY RULES ........................................................................................................... 7 FORMAL INTERNAL AVENUES.......................................................................................... 37 FURNITURE........................................................................................................................... 6 GALLEY/KITCHEN............................................................................................................... 11 GARDENS............................................................................................................................ 26 GIFT SHOP .......................................................................................................................... 13 GREENHOUSE.................................................................................................................... 27 HEARING ............................................................................................................................. 22 HEINZ HALL........................................................................................................................... 4 HISTORY................................................................................................................................ 3 HOSPICE CARE .................................................................................................................... 5 INCENTIVE THERAPY PROGRAM..................................................................................... 23 INFORMAL INTERNAL AVENUES...................................................................................... 37 LAB....................................................................................................................................... 20 LAUNDRY............................................................................................................................... 9 LEAVE.................................................................................................................................. 30 LEISURE RESOURCE CENTERS....................................................................................... 11 LIBRARY .............................................................................................................................. 12 MAIL ..................................................................................................................................... 30 MEDICAL CARE OUTSIDE THE IVH .................................................................................. 20 MEDICAL PROVIDERS ....................................................................................................... 14 MEDICAL RECORDS........................................................................................................... 27 MEDICATIONS..................................................................................................................... 19 MENTAL HEALTH NURSE .................................................................................................. 18 MENTAL HEALTH SERVICES............................................................................................. 17 MISSION STATEMENT.......................................................................................................... 2 MUSIC THERAPY................................................................................................................ 18 NURSE................................................................................................................................. 14 NURSING CARE.................................................................................................................... 4 NURSING UNIT COORDINATOR........................................................................................ 15 OCCUPATIONAL THERAPY ............................................................................................... 22 OPEN GYM .......................................................................................................................... 22 OPTOMOTRY ...................................................................................................................... 19 ORTHOPEDICS ................................................................................................................... 19 PALLIATIVE CARE ................................................................................................................ 5 PERSONAL HYGIENE........................................................................................................... 9 PHILOSOPHY ........................................................................................................................ 2 PHYSICAL THERAPY.......................................................................................................... 21 PODIATRY ........................................................................................................................... 19 POPPIES.............................................................................................................................. 27 PRIVACY.............................................................................................................................. 36 PSYCHIATRIC PROVIDER.................................................................................................. 17 PSYCHOLOGIST ................................................................................................................. 17 RECREATION THERAPIST................................................................................................. 17 RECREATION THERAPY.................................................................................................... 24 RESIDENT COMPLAINT AVENUES ................................................................................... 37 RESIDENT COMPLAINT PROCEDURE ............................................................................. 36 RESIDENT COUNCIL .......................................................................................................... 35 RESIDENT FINANCES ........................................................................................................ 29 RESIDENT RESPONSIBLITIES .......................................................................................... 36 RESIDENT RIGHTS............................................................................................................. 36 RESIDENTIAL CARE............................................................................................................. 4 RESPIRATORY CARE......................................................................................................... 21 RESTORATIVE NURSING CARE........................................................................................ 21 ROOM..................................................................................................................................... 6 SEWING ROOM..................................................................................................................... 9 SMOKING............................................................................................................................. 33 SOCIAL WORKER ............................................................................................................... 16 SPECIAL EQUIPMENT/AIDS............................................................................................... 23 SPECIALITY PHYSICIANS.................................................................................................. 19 SPEECH THERAPY............................................................................................................. 22 SPIRITUAL SUPPORT........................................................................................................... 6 SUPPORT CHARGES ......................................................................................................... 29 SUPPORT PAYMENTS ....................................................................................................... 28 TEAM CONCEPT................................................................................................................. 13 TELEPHONES ..................................................................................................................... 31 TOBACCO............................................................................................................................ 33 TRANSPORTATION ............................................................................................................ 13 VALUABLES........................................................................................................................... 8 VISITING HOURS ................................................................................................................ 35 VISITORS............................................................................................................................. 35 VOLUNTEER SERVICES .................................................................................................... 32 WHEELCHAIRS ................................................................................................................... 23 X-RAY................................................................................................................................... 20 AGENCIES AVAILABLE TO ASSIST • Long Term Care Ombudsman 510 E. 12th Street, Ste. 2 Des Moines, IA 50319-9025 1(866)236-1430 http://www.iowaaginging.gov/long-term-care-ombudsman • Iowa Department of Inspections and Appeals Lucas Building, 3rd Floor Des Moines, IA 50319-0083 1(877)686-0027 http://dia.iowa.gov/health-facilities • Disability Rights Iowa 400 E. Court Avenue, Ste. 300 Des Moines, IA 50309 1(800)779-2502 http://disabilityrightsiowa.org • Department of Human Services 1305 East Walnut Str. Des Moines, IA 503190114 1(800)972-2017 http://dhs.iowa.gov/ • Medicare Fraud Control Unit Lucas Building, 3rd Floor 321 E. 12th Str., Des Moines, IA 50319-0083 1(800)831-1394 • IME Provider Services (discharge referral source) 1(800)383-1173 imeproviderservice@dhs.state.ia.us • Department of Aging Jessie M. Parker Building, 510 E 12th Street, Suite 2, Des Moines, IA 50319-9025 1(800) 532-3213 iowaaging.

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