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Wishing Good Health to YouPatient Resource & Amenities Guide

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W

Welcome

Welcome to EvergreenHealth. We’re honored to care for you.

Each day, our staff of 4,500, the 1,100 providers on our medical staff , and our 500

volunteers are guided by our organizational purpose: to enrich the health and well-

being of every life we touch. Every member of our EvergreenHealth team is committed

to providing you with exceptional care, service and safety – set apart by a personal touch

and supported by the latest medical technology and our beautiful facility.

As your partner in health, we invite you to learn how EvergreenHealth can support you in

achieving your healthiest best. The resources and amenities described in this guide are

among the many benefi cial services we off er. We always encourage your questions and

suggestions for how to better care for you.

Thank you for placing your trust in us. Our commitment is to always be the best for you

and your loved ones.

Sincerely,

Amy Beiter, MD

Chief Executive Offi cer

EvergreenHealth

Table of Contents

Your Care Team ............................................................................................... 3

Keeping You Safe ............................................................................................ 7

Our Commitment to You ............................................................................ 9

Supporting Your Care .................................................................................. 15

Visitors & Guests ......................................................................................... 21

Services and Support Outside of our Facility ...................................... 27

PURPOSE

Working together to enrich the

health and well-being of every

life we touch.

MISSION

EvergreenHealth will advance the

health of the community it serves

through our dedication to high-

quality, safe, compassionate and

cost-eff ective health care.

VISION

EvergreenHealth will create an

inclusive community health

system that is the most trusted

for health care solutions.

VALUES

Compassion. Respect.

Collaboration. Excellence.

Accountability.

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Your Care Team When You Are Here

While you or your family are a patient at EvergreenHealth

Our commitment is to always do our best in assisting you and in meeting your needs.

We appreciate the opportunity to care for you and your loved ones.

As your trusted health care partner, we will always …

Be committed to your comfort

Ensure your safety and well-being

Make sure your room is clean and sanitized

Treat you with dignity

Respond and assist you

Have the time to answer your questions and help you understand your care

Help you make informed decisions related to your care

Address your concerns and requests

Help you prepare with what you need to leave our care

Care Providers. As a patient or family

member, you will have many care

providers on your team during your stay

with us, including physicians, registered

nurses, support services (physical/

occupational/speech therapy, social

services, nutritionists, etc.) and other

health care professionals. Your team of

providers will work together and with you

to plan your care until you leave for home.

Charge Nurses. Most Nursing Units

have a designated Charge Nurse. The

Charge Nurse helps to manage staff

coverage, patient care and satisfaction,

and communication between caregivers

and patients. Charge Nurses might also

visit you during your stay. If you have

any questions about your care or feel you

need additional support during your stay,

you can request to speak with the Charge

Nurse by asking any member of your care

team.

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Hospitalists are physicians who specialize in caring for hospitalized inpatients. At

EvergreenHealth, we have many types of hospitalists who care for our patients: Adult,

Intensivists, Neurohospitalists, OB-Gyn, Pediatric and Neonatologists.

Adult Hospitalists are board-certifi ed internal medicine physicians who specialize in

hospital medicine. At the request of your primary doctor or emergency room physician,

they provide and coordinate your inpatient care. By keeping your primary care physician

informed of your progress, they serve as a single point of contact for you, your family

and your physician. When you have recovered, the adult hospitalist will help you

transition from the hospital to your home or another care facility.

Intensivists are board-certifi ed in internal medicine or surgery, and have completed

a fellowship in critical care medicine with special training in treating critically-ill

patients. Intensivists care for patients primarily in the Critical Care Unit and are also

available for consultation 24 hours a day, seven days a week.

Neurohospitalist are board-certifi ed in neurology. They care for hospitalized

patients with neurologic disorders including stroke, seizure and confusion. They

practice in the hospital and are also available for consultation in the Emergency

Department. EvergreenHealth was one of the fi rst hospitals in the country to adopt the

neurohospitalist model of care.

OB-GYN Hospitalists are board-certifi ed in obstetrics and gynecology, but practice

exclusively in the hospital setting. They complement a patient’s primary ob-gyn

physician by providing around the clock care and back-up for women in labor or post-

partum and for women receiving gynecological care. They also provide emergent

ob-gyn care for those patients who do not have a primary ob-gyn.

Pediatric Hospitalists have completed three-year pediatric residencies at nationally

known children’s hospitals and provide care at EvergreenHealth as part of a

collaboration with Seattle Children’s Hospital. Pediatric hospitalists care for children in

our pediatric unit and newborn nursery. They are available 24 hours a day, seven days a

week, and for consultation to the Emergency Department.

Neonatology is a subspecialty of pediatrics that consists of the medical care of

newborn infants, especially the ill or premature newborn infant. Neonatologist usually

practice in neonatal intensive care units (NICU). They are available 24 hours a day, seven

days a week, for newborn-infant emergencies.

Communicating With You About Your Care.We encourage you to speak with our staff should you have any requests, questions or

concerns at any time during your stay. Here are a few easy ways you can communicate

with us during your stay:

In-Room Whiteboards: The whiteboard on the wall in your room is one of the many

ways our care team works with you to plan and share important information about

your care. Together with you, your nurse will use the board to set daily goals, including

your activity, diet, and target discharge date. You and family members are encouraged

to write down notes or questions on the whiteboard so that your nurse or provider can

address them with you.

We will also track and help manage your pain using this board. We want to do

everything possible to help manage your pain. Your nurse will ask you about your pain

regularly, and based on your feedback, will maintain or adjust your pain medication,

change your position, or incorporate other ways to provide you comfort.

Early and Often … Your Nurse Call Button: The nurse call button at your bedside can be

used to request your nurse anytime for any reason at all. Please use your call button as

early and as often as needed. A nurse or technician will respond as soon as possible.

Rounding: A member of your care team will check in with you at least once an hour. If

you are awake, you will be asked a series of questions about how you feel, your pain level,

whether you need to use the restroom or if you need anything else for your comfort.

Physician Rounding: A physician will visit you typically once each day. Your nurse

and hospitalist physician work together closely to share information about your plan

of care. If you would like the nurse to contact your primary provider with a specifi c

question, please ask at any time.

For more information about these services, please ask your nurse.

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Your good health and absolute safety are extremely important to us.

Working together—with you, your family and our hospital staff —we

can keep you even safer.

Protecting You From Infections: Hand hygiene is important to prevent infection. Each

hospital room has a container of waterless hand sanitizer by the sink and/or outside the

door. This sanitizer eliminates germs while being gentle on skin.

• Remind friends, family and caregivers to wash or sanitize their hands before coming

into direct contact with you.

• Wash your hands with soap and water, or use the waterless hand sanitizer located in

the room.

• Discourage family or friends with an active cough or cold from visiting you at

the hospital.

• And please feel empowered to remind us to sanitize our hands before caring for

you—if you do not see us follow our standard practice to do so.

Keeping You Safe

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Our Commitment to You

Our Commitment

Accreditation

EvergreenHealth is fully accredited by The Joint

Commission, the nation’s oldest and largest health

care accrediting body. The Joint Commission

surveyors perform a rigorous inspection of

EvergreenHealth, EvergreenHealth Home Care

Services, EvergreenHealth Hospice Services and the

EvergreenHealth Medical Group every three years,

with the most recent survey in June 2015.

The Washington State Department of Health also

conducts a multi-day survey every three years as

part of EvergreenHealth’s license renewal process.

The state reviews the quality of both the clinical

services and the facility, and interview staff , patients

and their families. The most recent survey was

completed in October 2016.

Patient Rights and ResponsibilitiesAs a patient or client, you have the right to:

• be notifi ed of your rights, and exercise your rights in regard to your care.

• receive safe, private, high-quality and respectful care.

• be provided impartial access to care.

• receive medical services in any life-threatening emergency.

• have a family member or representative of your choice and your physician notifi ed promptly of your admission to the hospital.

• have your comfort needs addressed through appropriate pain assessment and management.

• be informed of aspects of your condition as necessary to make informed decisions regarding your care.

• request medically necessary and appropriate services or refuse treatment or services to the extent permitted by law, and be informed of the potential consequences of such an action.

• know the name of your physician and others who care for you.

• receive detailed information in terms you can understand about your care, your illness, and your treatment or other services that you may be receiving.

• eff ective written and verbal communication that is appropriate to your age, understanding and language.

• actively participate in decisions involving your care, including ethical issues, and be informed of any change in your plan of care in advance.

• receive care from personnel who are properly trained to perform assigned tasks and to coordinate services.

• courteous and respectful treatment of person and property, privacy and freedom from abuse and discrimination.

• receive spiritual care, if desired.

• confi dential management of your patient records and information.

• access information in your own patient record, upon request, within a reasonable timeframe.

• be informed of the process for submitting and addressing any complaints to the hospital facility or a state agency.

• receive an explanation of your bill and our policy concerning billing and payment for services, including inquiring about the possibility of fi nancial assistance.

• seek a second opinion or choose another caregiver.

Family members or friends may be the fi rst

to notice subtle signs; possibly indicating an

impending emergency, so please … dial 1199

from a hospital phone:

• If you notice that your family member’s

condition is severe or worsening quickly.

• If there is a medical emergency and a

doctor or nurse is not readily available.

RAPID RESPONSE REMINDER

Preventing Falls: We take special care to keep you safe and prevent falls. Our staff will

assess you continually for your risk of falling. Depending on your risk, we may use extra

precautions to keep you safe, including the use of assistive devices such as a gait belt,

bed alarm or chair alarm. To be safest and to avoid falls, please use your nurse call button

before getting out of bed, traveling to the bathroom, using the toilet, or moving to or from

a chair. Please wait for the nurse to arrive to assist you with these activities. A majority of

falls in hospitals occur while patients use the bathroom. We understand your desire for

privacy and wish to help you avoid injury. We will respect your privacy as much as possible

while keeping you as safe as possible.

Your Medications: Ask us about your medications, including those we prescribe to you in

the hospital and those you regularly take at home. Please let us know if you experience

any reaction to a medication, such as feeling itchy or dizzy, or if you develop a headache,

nausea or blurry vision. If you are not familiar with a medication or if the amount does

not seem right, please speak up and ask us to double-check.

Rapid Response Call: If you or your loved ones become worried and have a serious concern

about a change in your condition that cannot wait or feel it has not been adequately

addressed by your doctor or nurse, please use the bedside phone, or any hospital phone,

to dial 1199. Tell the operator it is a Rapid Response Call; the operator will ask for the caller’s

name, the patient’s name, the patient’s room number and the cause of the concern.

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Nondiscrimination

EvergreenHealth complies with applicable federal

civil rights laws and does not discriminate on the

basis of race, color, national origin, age, disability,

or sex. EvergreenHealth does not exclude people

or treat them diff erently because of race, color,

national origin, age, disability, or sex.

EvergreenHealth:

• provides free aids and services to people with disabilities to help them communicate eff ectively with us, such as:

- qualifi ed sign language interpreters

- written information in other formats (large print, audio, accessible electronic formats, other formats)

• provides free language services to people whose primary language is not English, such as:

- qualifi ed interpreters

- information written in the other languages

If you need these services, contact Interpreter

Services Coordinator, 425.899.1000.

If you believe that EvergreenHealth has failed to

provide these services or discriminated in another

way on the basis of race, color, national origin, age,

disability, or sex, you may fi le a grievance with:

Patient Relations, 12040 NE 128th Street, Kirkland,

WA 98034, 425.899.2267;TTY: 425.899.2007; fax:

425.899.2468; email: patientrep@evergreenhealth.

com. You may fi le a grievance in person or by mail,

fax, or email. If you need help fi ling a grievance,

Patient Relations is available to help you.

You may also fi le a civil rights complaint with the

U.S. Department of Health and Human Services,

Offi ce for Civil Rights, electronically through the

Offi ce for Civil Rights Complaint Portal, available at

https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by

mail or phone at:

U.S. Department of Health and Human Services

200 Independence Avenue, SW

Room 509F, HHH Building

Washington, D.C. 20201

1.800.368.1019, 800.537.7697 (TDD)

Complaint forms are available at

www.hhs.gov/ocr/offi ce/fi le/index.html.

• freedom from the use of seclusion or restraint of any form unless medically necessary for your well-being.

• receive adequate information to make an informed decision as to whether to participate or refuse to participate in experimental treatment or research.

• be informed that refusing to participate in research will not compromise your access to care, treatment and services.

• sign an advance directive such as a living will or durable power of attorney for health care and have hospital staff and your providers comply with your directives to the extent permitted by hospital policy and state and federal laws.

• be informed of the reasons for impending discharge, transfer to another facility and level of care, ongoing care requirements and other available services and options as appropriate.

• receive visitors you or your support person designates, including, but not limited to: a spouse, domestic partner, other family member or friend. Visitors are restricted from most treatment and procedure areas and may be limited based on your medical condition. You have the right to withdraw or deny your consent at any time.

As a patient or client, you have the responsibility to:

• participate in decisions involving your care.

• provide a complete and accurate medical history to the best of your knowledge, and to provide information about current medications or treatments.

• ask questions and seek clarifi cation about your diagnosis, course of treatment or care plan.

• provide information about complications or health symptoms.

• follow the proposed course of treatment or care, recommendations and advice, upon which you and your provider have agreed.

• be considerate of the rights of other patients and clients, care personnel and property.

• provide accurate and timely information about sources of payment and your ability to meet fi nancial obligations.

• make it known whether you understand what is expected of you, and whether you are able and willing to comply.

• parents and guardians may represent or assist a patient or client in fulfi lling these rights and responsibilities.

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Advance Directives are legal documents specifi c

to your health care choices and can help guide the

care you receive should you be unable to make your

choices and decisions known. These documents,

which are prepared before medical or mental health

treatment is needed, give written instructions to

health care providers about your wishes. Some

examples include a Living Will, Durable Power of

Attorney for Health Care, Physician Orders for Life-

Sustaining Treatment (POLST), Organ and Tissue

Donations, and Mental Health Advance Directives.

Patients are not required to have an Advance

Directive as a condition of receiving care; however,

if you would like more information or assistance,

please ask to speak to one of our social workers.

Notice of Privacy Practices

EvergreenHealth is committed to protecting your

privacy and the privacy of your medical information.

The Health Insurance Portability and Accountability

Act (HIPAA) gives EvergreenHealth the right to

use and disclose your medical information for

treatment, payment and health care operations

purposes without a signed authorization from

you. You will be off ered a copy of our Notice of

Privacy Practices the fi rst time you register or

present for treatment or health care services at

EvergreenHealth. You may also download a copy

from our website at www.evergreenhealth.com.

Our Notice of Privacy Practices describes how

we may use and disclose the protected health

information that we maintain. We encourage you

to read our full notice.

If you have questions relating to the protection

of your health information or EvergreenHealth’s

privacy practices, please contact:

Sheila Green-Shook,

EvergreenHealth Privacy Offi cer

Phone: 425.899.1939

Email: SGreen-Shook@evergreenhealth.com

How to Express Your Compliments, Complaints and Concerns

Patients, families and visitors are encouraged

to share compliments, complaints or concerns

about any aspect of their care or experience at

EvergreenHealth.

You are invited to share your feedback directly with

any EvergreenHealth staff member, via our website

or by mail at the addresses listed below. Please be

assured that expressing a complaint or concern

will not compromise your care. You may also fi le

a grievance directly with the Washington State

Department of Health and/or The Joint Commission.

We will promptly investigate all complaints and

grievances and work to resolve them in a timely,

reasonable and consistent manner, generally within

seven business (7) days. If your concerns are not

satisfactorily resolved, you may contact:

EvergreenHealth Patient Relations

425.899.2267 EvergreenHealth MS-8 12040 NE 128th Street | Kirkland, WA 98034 Email: patientrep@evergreenhealth.com

Department of Health

Health Facilities Survey Section Hotline1.800.633.6828 (complaints only)Calls are received from 8 a.m. to 5 p.m.,

Monday through Friday.

Facility & Service Licensing P.O. Box 47852 | Olympia, WA 98054-7852

The Joint Commission

1.800.994.6610 Email: complaint@JCAHO.org

Patient Experience Survey

After you leave our care, you may receive a survey

from Press Ganey, our survey administrator, in the

mail. We encourage you to share your feedback, as

it helps us continually improve and be at our best

for all patients. Not every patient receives a survey –

only a randomized, representative group of patients

receives surveys.

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In-room meals for patients are served from 7:30 a.m. to 7 p.m. through Café 128 Food

Services:

Breakfast is served 7:30 to 9:30 a.m.

Lunch is served 11 a.m. to 1:30 p.m.

Dinner is served 4:30 to 7:00 p.m.

Our restaurant-style menu, available in your room, provides a wide variety of options and

includes dietary information designed to help you select foods based on your nutritional

needs and dietary preferences. Our Unit Hosts and dietitians are available to assist you

with your selections and to adjust your order should you wish.

Your Café 128 Unit Host will visit you between 9 and 11:30 a.m. to take your lunch order

and again between 1 and 5 p.m. to take your dinner order, as well as your breakfast order

for the following day. Guest meals are available for $7 and include an entrée, two sides,

beverage and dessert. The guest meal can also be delivered along with your meal, so you

and your guest can dine together.

Pharmacy

The EvergreenHealth Professional Center Pharmacy is the easy, one-stop answer for your

pharmacy needs. Located inside EvergreenHealth Medical Center in the Coral zone, the

pharmacy provides a convenient option for hospital patients or people visiting their

physicians on the Kirkland campus.

Located on the second fl oor of the Coral Zone, adjacent to the Central Entrance and the

Coral Gift Shop. Hours of operation: Monday through Friday, 9 a.m. to 6 p.m.; Saturday, 9 a.m.

to 2:30 p.m.; closed Sunday.

Supporting Your Care

Recognition for Staff

We have many ways to honor staff members who

provided you with extraordinary care. Letters and

emails of appreciation are always welcome, but we

off er a few more formal methods of recognition as

well. These include:

EvergreenHealth Heroes

Did a physician, staff member, volunteer or clinical

team help to make your visit to EvergreenHealth

memorable or provide service or care that went

beyond expectations? We’d love to know about it!

You can fi nd nomination forms at all

EvergreenHealth facilities, or use our online form

at evergreenhealth.com/heroes to recognize your

exceptional care providers.

DAISY Award

The DAISY Award

is an international

program that

rewards excellence

in nursing. It was

created by The DAISY Foundation to recognize the

extraordinary compassion and care exhibited

by nurses.

More than 1,300 hospitals across the United States

and in seven countries use The DAISY Award to

recognize outstanding nurses.

Patients, visitors, employees or physicians may

nominate a deserving nurse by fi lling out a

paper nomination form or an online form at

evergreenhealth.com/daisy. Paper forms can be

submitted to the nominee’s nursing manager or

mailed to EvergreenHealth.

Eligible for nomination are nurses who:

• make a connection with patients, families, and

peers by building trust and respect.

• communicate important information/

education needed by the patient and family.

• create and coordinate an environment

conducive to healing and safety.

• go above and beyond.

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American Sign Language (ASL)

TTY Machine

Hearing Amplifi cation Device

(Korean)

425-899-1000 (TTY: 425-899-2007)

(Lao) :

,

425-899-1000 (TTY: 425-899-2007).

(Amharic) :

425-899-1000

( : 425-899-2007).

(Cambodian),

425-899-1000 (TTY: 425-899-2007)

(Chinese)

425-899-1000TTY 425-899-2007

(Punjabi) : ,

425-899-1000 (TTY: 425-899-2007) '

Français (French) ATTENTION : Si vous parlez français, des

services d’aide linguistique-vous sont proposés

gratuitement. Appelez le 425-899-1000 (ATS : 425-899-2007).

Deutsch (German)ACHTUNG: Wenn Sie Deutsch sprechen, stehen

Ihnen kostenlos sprachliche Hilfsdienstleistungen

zur Verfügung. Rufnummer: 425-899-1000 (TTY: 425-899-2007).

(Hindi):

(TTY: 425-899-2007)

(Japanese)

425-899-1000 TTY:425-899-2007

Oroomiff a (Oromo) XIYYEEFFANNAA: Afaan dubbattu Oroomiff a,

tajaajila gargaarsa afaanii, kanfaltiidhaan ala, ni

argama. Bilbilaa 425-899-1000 (TTY: 425-899-2007).

Română (Romanian)ATENŢIE: Dacă vorbiţi limba română, vă stau la

dispoziţie servicii de asistenţă lingvistică, gratuit.

Sunaţi la 425-899-1000 (TTY: 425-899-2007).

(Russian) :

, .

425-899-1000 ( : 425-899-2007).

Español (Spanish)ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 425-899-1000 (TTY: 425-899-2007).

Tagalog (Tagalog – Filipino)PAUNAWA: Kung nagsasalita ka ng Tagalog,

maaari kang gumamit ng mga serbisyo ng

tulong sa wika nang walang bayad. Tumawag sa

425-899-1000 (TTY: 425-899-2007).

(Ukrainian) !

,

. 425-899-1000 ( :

425-899-2007).

سی ار (Farsi) فی م گفتگو فارسی زبان بھ اگر: توجھ

گانیرا بصورتی زبان التیتسھ د،یکن با. باشدی م فراھم شمای برا

425-899-1000 (TTY: 425-899-2007) دیریبگ تماس.

یة عرب (Arabic) الملحوظة: إذا كنت تتحدث اذكر اللغة، فإن خدمات المساعدة اللغویة تتوافر لك

بالمجان. اتصل برقم(رقم ھاتف الصم 425-899-1000-

).425-899-2007والبكم:

Ti ng Vi t (Vietnamese) CHÚ Ý: N u b n nói Ti ng Vi t, có các d ch v h tr ngôn ng mi n phí dành cho b n. G i s 425-899-1000 (TTY: 425-899-2007).

Special Care Needs

Interpreters: Point to your language, an interpreter will be provided to you at no cost.

For assistance call 425-899-1000 (TTY: 425-899-2007)

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Special Care Needs

Hearing amplifi cation devices are available for

patients and family members who need hearing

assistance. TT, TDD or TTY devices/telephone texting

devices for deaf patients and family members to use

to communicate over a telephone are available at

any information desk or after hours by request from

the hospital operator offi ce.

Other assistive devices such as wheelchairs are

available while you are visiting or in our care. Please

let us know at any time how we can off er support or

meet your needs.

Animal-Assisted Therapy brings the unconditional,

supportive presence of trained pet therapy teams

to patients throughout our medical center and our

hospice care center. Our visits are specially designed

to help reduce anxiety, stress and depression, and

to lower feelings of isolation. To request a visit from

one of our therapy animals, please ask your nurse.

Spiritual Care & Chapel

The Spiritual Care Department provides non-

denominational personal, emotional and spiritual

support to patients, family members and staff .

• A chaplain is available to you or your loved ones

24/7. Please ask your nurse or call the hospital

operator at 425.899.1000 and ask them to page

the on-call chaplain.

• A nondenominational chapel, located in the

fi rst—fl oor lobby of the Silver Zone near the top

of the escalators, is available for a moment of

solitude and refl ection. It is open all hours, and

guests are welcome to leave prayer requests in

the Prayer Request Book in the back of

the chapel.

• Grief and bereavement counselors are

available to assist with information, supportive

counseling and linkage to community

resources. There is no fee for these services,

and counselors provide information to

help throughout the entire grief process.

EvergreenHealth is available for continued

support, including in the months following

your loss. Please call 425.899.1077 if we can be

of support.

Ethics Committee

Our Ethics Committee is a resource for patients and

families seeking advice and support in unusual,

complex or emergency care situations when

decisions become diffi cult, often due to diff ering

values between loved ones. This free service is

available to all patients, family members and

friends who fi nd themselves with concerns or in

confl ict around issues such as:

• end of life

• quality of life

• patient rights

• patient preferences

• refusal of care or treatment

• cultural or religious diff erences

Referrals can be requested directly by asking any

care provider or by calling EvergreenHealth’s

operator to initiate an ethics consult on your behalf:

• From inside the hospital – Dial 0

• From outside the hospital – 425.889.1000

Domestic Violence & Sexual Assault

Using compassion, respect and experience, our

team of specially trained nurses (called Forensic

Nurse Examiners) provides care to patients who

have experienced sexual assault, domestic violence,

elder abuse and child non-sexual abuse.

The team off ers immediate, private, culturally

sensitive and comprehensive examination and

treatment 24 hours a day.

Please ask your nurse for more information about

this service.

Financial Services

Our fi nancial counselors are available to help you

understand the costs of your care. They can answer

any question about your out-of-pocket costs, our

billing process and your insurance coverage.

Know Your Costs

To help you make the best decisions about your

health care, our fi nancial counselors can provide you

with a personalized estimate based on your services

and your health insurance, including the specifi cs of

your plan. You can request this estimate in advance

or your care, or during or after your stay.

To Request a Cost Estimate:

Call 425.899.3632 to speak to a fi nancial

counselor, Monday through Friday, 7 a.m. to 5

p.m. Requests for cost estimates may also be

made by emailing estimate@evergreenhealth.

com or online at evergreenhealth.com/

estimates.

It is helpful to know the CPT code of your

procedure. (Your provider can give this to you.)

If you have already scheduled or had your

procedure, our staff may be able to help get

this code for you.

Please allow up to 24 hours for some

estimates, as it may take extra time to obtain

certain information related to your request.

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Visitors & Guests

EvergreenHealth seeks to promote a positive health experience for our visitors and guests.

A walking trail is available outside, around our Kirkland medical center campus. While on

the walking path and anywhere else on campus, please refrain from smoking. For more

information or the location of the walking path, please visit any information desk.

Help us remain a latex-free hospital. Due to latex allergies, only Mylar balloons are

permitted in the facility.

Weapons are not allowed in the facility at any time.

Free Wi-Fi and our EvergreenHealth App are available for all patients and guests at our

facility. The EvergreenHealth App provides directions, physician directories and a map of

the campus and other opportunities to navigate and stay connected to EvergreenHealth.

Available for download at iTunes and Android stores.

Food & Coff ee ServicesWe off er several food options, from coff ee and pastries

to complete, healthy meals. Those with food allergies or

sensitivities have options available in Café 128, vending

areas located on the ground fl oor of the Silver Zone, and

at our coff ee stands. Healthy snacks are available at our

gift shops, Café 128, Whidbey Coff ee Company and in

vending areas. Many local restaurants also off er delivery to

EvergreenHealth to compliment our on-campus amenities.

Café 128, our restaurant-style retail outlet, is located off the

West Entrance in the Silver Zone. Café 128 has six diff erent

concepts with fresh made-to-order meals using local

ingredients. Signature items include brick oven pizzas, wok

cuisine, freshly made sandwiches and burgers, hand tossed

salads, homemade soups, freshly baked cookies, desserts,

and hot and cold beverages. Days and hours of operation

are Monday through Friday, 6:30 a.m. to 12:30 a.m.;

Saturday–Sunday and holidays, 8 a.m. to 8:00 p.m.

Please stop by and enjoy a meal freshly prepared by

our courteous staff !

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Whidbey Coff ee Company operates three locations

at EvergreenHealth, off ering expert barista-

prepared espresso beverages, pastries and snacks,

gourmet sandwiches, salads and soups. A portion

of proceeds from every sale are donated to the

EvergreenHealth Foundation to support programs

and services. Locations and hours are:

1. Courtyard Deli: Located near the Central Entrance under the escalator in the Blue Zone. Monday through Friday, 6 a.m. to 5:30 p.m.; Saturday, 7 a.m. to 5 p.m.; closed Sunday; closed on holidays.

2. Deli on Two: Located near the Central Entrance on the second fl oor of the EvergreenHealth Surgery & Physicians Pavilion (Tan Zone). Monday through Friday, 6:30 a.m. to 5:30 p.m.; closed Saturday–Sunday; closed on holidays.

3. Silver Espresso: Located near the West Entrance and across from the Halvorson Cancer Center in the Silver Zone. Monday through Friday, 6 a.m. to 5 p.m.; closed Saturday–Sunday; closed on holidays.

Vending machines are available for after-hours

snacking and provide a variety of beverages,

sandwiches, fruit and ready-made meals to

microwave.

Vending machine locations are:

• Outside of Café 128

• Emergency Department waiting room

• Family Maternity Center reception area

• 3-Purple corridor

• 5-Blue waiting area

• Critical Care waiting area

• 1-Red, outside of the Auditorium

• Ground fl oor of Silver (off ering healthy options).

Restaurant Delivery—Cooking up more choices

for you! From our wide-range of menu items

to convenient dining for families and guests, a

freshly prepared meal or quick snack is always

close by. Many local restaurants also off er delivery

to EvergreenHealth—a service we welcome as a

complement to our on-campus amenities.

• Popular food delivery service websites and

smartphone apps provide an easy way to search the latest menus and delivery options and place your order.

- BiteSquad (bitesquad.com)

- DoorDash (doordash.com)

- Seamless (seamless.com)

- UberEATS (ubereats.com)

- Yelp EAT24 (eat24.com)

• When placing your order, provide the following to ensure delivery to your location at EvergreenHealth*:

- Our address:EvergreenHealth Medical Center12040 NE 128th St, Kirkland, WA, 98034

- Your zone and room number (e.g., Blue 2-106)

- Instructions for meeting you. When your delivery arrives, the delivery person can either check in with the nurses’ station and be led to your room, or you can meet them in a lobby or public area.

*EvergreenHealth is not responsible for food delivery

from an outside restaurant. Please confi rm with the

restaurant that

they can deliver

to our location

before placing

your order.

Visiting & Reception AreasTo support your visit, we have many reception areas

in which to wait, relax or chat with family. These

visiting areas include:

The Galleria, located near the Central Entrance on the

fi rst fl oor of the Blue Zone, off ers seating and access to

the outdoor courtyard and sculpture garden.

Silver Lobby, located at the West Entrance on the

fi rst fl oor of the Silver Zone, off ers seating and

easy access to Café 128 or the Whidbey Coff ee Silver

espresso stand.

Surgery Care, Blue Reception, on the third fl oor of

the Blue Zone for those waiting for patients having

surgery at EvergreenHealth. The staff at the surgery

information desk will keep you informed, and the

physician will meet you there or call you when the

surgery is over. Other amenities in this area include a

technology lounge and charging station for cell phones.

Surgery Care, Tan Reception, on the fi fth fl oor

of the Tan Zone at the East Entrance for those

waiting for patients having outpatient surgery at

EvergreenHealth. The staff at the surgery information

desk will keep you informed, and the physician will

meet you there or call you when the surgery is over.

Family Maternity Center, second fl oor of the Blue

Zone at the Central Entrance. Several visiting areas

are available, including a solarium at the end of

each hallway on the unit. Two waiting areas are

located just outside the Family Maternity Center,

and loved ones of patients in the Family Maternity

Center are welcome to be in the patient’s room,

with the patient’s consent. To help our mothers and

babies rest, after 10 p.m., large groups are asked to

use one of the areas located just outside the unit.

NICU & Pediatrics on the fourth Floor of the Blue

Zone outside of the doors to the unit. This space

off ers children’s toys and books.

Other things to know as a visitor:

Visitors are welcomed as an important part of the

patient’s healing process.

• Please check at the information desks on each unit or fl oor for patient room numbers and directions.

• Please do not visit patients if you are ill with a cold, fl u or any other contagious illness.

• To protect those with latex allergies, EvergreenHealth is a latex-free campus. Please bring only non-latex items into the hospital. Please select Mylar balloons and other latex- free items, a variety of which are available for purchase in our gift shops.

• In some areas, patients have limited visitation hours to aid the patient’s recovery. Please respect these visitation guidelines unless discussed previously with the patient’s care team. If you have a question during your visit, you may also inquire at the main desk of the unit you are visiting or with your family member’s nurse.

• Visitors under the age of 16 are not permitted in the NICU unless they are the sibling of a patient in the NICU.

Gift Shops & Specialty RetailOur Gift Shops off er a wide array of fl owers, plants,

greeting cards, jewelry, Mylar balloons and other

thoughtful gift items for patients and guests of all

ages. You can visit our two locations in person or

order items from a convenient online store for direct

delivery to patients.

1. The Coral Gift Shop is located on the second fl oor of the Coral Zone, adjacent to the Central entrance and the pharmacy. Hours of operation: Monday through Friday, 8 a.m. to 6:30 p.m.; Saturday, 10 a.m. to 4 p.m.; Sunday, 11 a.m. to 3 p.m.; closed on major holidays.

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LEGEND

Building Entrance

Information Desk

Cafeteria/Deli

Restroom

Stairs

Elevator

Escalator

Telephone

Vending Area

ATM

Waiting Area

Red Zone

EMERGENCYENTRANCE

WESTENTRANCE

AmbulanceEntrance

Only

DROP-OFF AREA

WEST PARKINGENTRANCE

(underground)

EvergreenHealth Human Resources & Technology Center

EvergreenHealthAdministrative

Services Building

BUS STOP WAITING AREA

DEYOUNG PARKING ENTRANCE

Silver Zone

PurpleZone

Green Zone

Blue Zone

Coral Zone

Patient Registration

Breast HealthCenter Registration

Evergreen Professional

Center

NE 130th Lane

120th Avenue NE

124th Avenue NE

Parking LotParking Lot

NE 128th Street

ParkingLot

ParkingLot

Parking Lot

Parking Lot

Parking Lot

Parking Lot

TanZone

Education Center

EAST PARKING ENTRANCE

Deli on Two

CENTRAL ENTRANCE

DRO

P-OFF AREAUnderground W

alkway

DRO

P-OFF AREAGift ShopCourtyard Deli

and Espresso

Chapel

EMERGENCY PARKINGENTRANCE

(Underground)

DROP-OFF AREA

Auditorium

Central Registration

Gift Shop

Café 128

EASTENTRANCE

EMERGENCY Department

Silver Espresso

CENTRAL PARKINGENTRANCEGalleria

EvergreenHealth Medical Center Campus

General Information: 425.899.1000

Nurse Navigator & Healthline: 425.899.3000

www.evergreenhealth.com

Pharmacy

Baby & Family Boutique

Gene and Irene Wockner Hospice Center

Inpatient Units

Halvorson Cancer Center

DeYoung Pavilion &Sound Transit Center

EvergreenHealth Surgery & Physicians Pavilion

Family Maternity

Center

CentralParking

(lower levels)

EastParking (top deck)

CentralParking

(lower levels)

DEYOUNG PAVILION ENTRANCE

CENTRAL PARKING ENTRANCE

2. The Silver Gift Shop is located on the fi rst fl oor of the Silver Zone, adjacent to the Halvorson Cancer Center. Hours of operation: Monday through Friday, 8:30 a.m. to 4:30 p.m.; closed Saturday and Sunday; closed on major holidays.

3. The Online Gift Shop is helpful when you are not in the area or cannot visit a Gift Shop location in person. Many items are available online at www. evergreenhealth.com/giftshop or by calling 425.899.2299. If requested, online orders can be delivered to patients.

EvergreenHealth’s Baby & Family Boutique off ers a variety

of high-quality products including breast pumps and

breastfeeding supplies, bras and nursing clothing, baby

carriers, and many more accessories for pregnancy and baby’s

fi rst year.

• The Baby & Family Boutique is located on the third fl oor of the Coral Zone, Suite 320. Hours of operation: Monday through Saturday, 8:30 a.m. to 4:30 p.m.; closed Sunday.

Parking at EvergreenHealth is FreePlease refer to the map and use the entrance and adjacent

parking closest to your destination:

• Use the West Entrance and West Parking surface lot and underground parking for the Silver Zone, Red Zone/ER, Green Zone or the Purple Zone. Additional parking is also available across the street at the DeYoung Pavilion.

• Use the Central Entrance and Central Parking for the Blue Zone, Coral Zone or Tan Zone.

• Use the East Entrance and East Parking for EvergreenHealth Surgery Care, Tan.

Information Desks are located throughout the facility and are

staff ed by our EvergreenHealth volunteers. Should you have

questions or need any assistance during your visit, please do

not hesitate to ask us for help. We want to support you at every

point of service possible.

| 26 | | 27 |

Services and Support Outside Our Facility

Nurse Navigator and Healthline off ers 24-hour help from an EvergreenHealth nurse free

of charge. Services include 24-hour consulting nurse phone calls; assistance selecting a

provider or with physician referral; and registration for classes at EvergreenHealth. Reach

the Nurse Navigator and Healthline 24/7 by calling 425.899.3000.

My Navigator Patient Portal securely connects you with your EvergreenHealth electronic

health record, giving you complete access to your lab reports, health history, doctor visit

summaries, procedures, medication listings and future appointments. Ask your nurse or

registration staff about how to create your My Navigator account. Once your account is

created, you can log in in at www.evergreenhealth. com/my-navigator.

Health Education Classes provide a great way to learn how to live your healthiest best or

about your specifi c health conditions. Whether it’s nutritious meals for your family, great

ideas for activities, or tips to maximize your health, we off er topics for your needs and

interests. See a complete list of classes at www.evergreenhealth.com/classes.

Lost & Found. If you return home and realize that you left something behind during your

stay, we’ll do our best to get it back to you. Call the EvergreenHealth Security Department

at 425.899.1300 to inquire about your missing item.

| 28 | | 29 |

Multiple Locations for All Levels of Care

We make health care easy and convenient with 10 primary care practices, two urgent care centers and two

24/7 emergency departments, along with comprehensive primary, specialty and emergency care provided

at our sister hospital, EvergreenHealth Monroe. For hours, directions and appointments, visit our website at

evergreenhealth.com or call 425.899.3000.

PRIMARY CARE

Bothell

Canyon Park

Duvall

Kenmore

Kirkland

Monroe

Redmond

Sammamish

Sultan

Totem Lake

Woodinville

Signature Care, Woodinville

URGENT CARE

Redmond

Woodinville

SPECIALTY PRACTICES

Booth Gardner Parkinson’s Care

Center

Colon & Rectal Care

Diabetes & Endocrinology Care

Diabetes Education & Nutrition

Services

Ear, Nose & Throat Care

Foot & Ankle Care

General Neurology Care

Geriatric Care

Gynecological Care

Halvorson Cancer Center

Heart Care

Hospice

Infectious Disease Care

Interventional Spine Care

Kidney Care

Lipid Services

Maternal-Fetal Medicine

Midwifery Care

Multiple Sclerosis Center

Obstetrics & Gynecology Care

Orthopedic & Sports Care

Pain Care

Palliative Care

Pharmacist Provider Services

Pulmonary Care

Radiology Oncology

Rehabilitation Care

Sleep Services

Spine & Neurosurgical Care

Sport & Spine Care

Surgical Care

Urology & Urogynecology Care

Vascular Care

Wound Care Services

EMERGENCY CARE

EvergreenHealth Medical Center

Redmond Medical Center

EvergreenHealth Monroe

HOSPITALIST SERVICES

EvergreenHealth Hospitalist Care

EvergreenHealth OB Hospitalist Care

EvergreenHealth Intensivist Care

COMMUNITY PHARMACIES

ARE AVAILABLE within a short

distance of the EvergreenHealth

Medical Center campus if you

need a prescription fi lled when

our on-site pharmacy is closed.

EvergreenHealth does not

endorse the pharmacies below;

please call to confi rm location

and hours.

24-HOUR

Walgreen’s

12405 NE 85th St.

Kirkland, WA 98033

425.822.9202

SUNDAY HOURS

Bartell Drugs – Kingsgate

14442 124th Ave. NE

Kirkland, WA 98034

425.821.7899

10 a.m. to 6 p.m.

Rite Aid

12421 Totem Lake Blvd. NE

Kirkland, WA 98034

425.821.1500

9 a.m. to 9 p.m.

Safeway

14444 124Th Ave. NE

Kirkland, WA 98034

425.821.7455

11 a.m. to 6 p.m.

For hours, directions and services, see our website

at www.evergreenhealth.com. Or call our 24-hour

Nurse Navigator & Healthline at 425.899.3000.

MISSION

EvergreenHealth will advance the health of the community it serves

through our dedication to high-quality, safe, compassionate and

cost-eff ective health care.

VISION

EvergreenHealth will create an inclusive community health

system that is the most trusted for health care solutions.

VALUES

Compassion. Respect. Collaboration. Excellence. Accountability.