Patient Guide

Bedside Shift Report

We want you to feel comfortable and cared for throughout your stay, so at each nursing shift change—about every 12 hours—your nurse will introduce your new nurse to you. The team will talk about your progress, medicine and tests scheduled for the day. Ask questions. The more you’re involved, the better and safer your care.

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Bedside Technology

During your stay, you may see your doctors and nurses using computers or tablets. These tools help them care for you by providing around-the-clock monitoring, a variety of resources and quick communication with the rest of your healthcare team. If you have any questions, ask your doctor or nurse.

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Cafeteria and Dining Options 

Sumner Cafe (cafeteria) 
Location: 1st Floor Tower B 

Breakfast Hours:
Monday through Friday: 6:30 a.m. to 9:00 a.m.

Lunch Hours:
Monday through Friday: 11:00 a.m. to 2:00 p.m.

Dinner Hours:
Monday through Friday: 4:00 p.m. to 9:00 p.m. - salad bar and grill 

Weekends:
On Saturdays and Sundays, we are open from 6:30 a.m. to 2:00 p.m. serving hot food, grilled food and salad bar options. 

The Byte Machine is a fully operational vending machine stocked with fresh premade snacks, salads, sandwiches, fruit, desserts and drink options. Available to patients and visitors, 24/7, it accepts credit cards only, and is located across from the Sumner Café. 

The Simply Sumner Gift Shop also has a coffee bar, grab-and-go snacks and drinks, a daily hot option, and a variety of freshly made-to-order sandwiches. It is located on the first floor near the information desk and main lobby. Hours are Monday through Thursday 8am to 10:00am and 10:30am to 3:00pm (coffee bar closes at 2:15 pm). On Fridays, the gift shop is open from 8am to 1:00pm. Any deviation from standard hours, such as for holidays, will be posted. 

Visitors may use the dining room at any time. Due to dietary restrictions, patients may not be served in the cafeteria. 

Outside food may be brought into the hospital. Please be aware of the patient's dietary restrictions. We accept Door Dash and Uber Eats deliveries in the lobby. Visitors may pick up the food and take it to the rooms.  

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Calling Your Nurse

Your room is connected to the nursing station via an intercom system. To call for your nurse, press the NURSE call button located at your bedside. If you have any questions on how to use the call button, ask a staff member to show you.

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Cellphones & Video

During your stay, you may see members of your care team using mobile phones or tablets. Our staff are permitted to use phones or tablets for work-related activities, such as communicating with doctors or other care team members and accessing internal communication platforms. Employees are not allowed to use phones for non-work-related activities. There are many work-related benefits of cell phones and other communication devices, including access to medical references, clinical tools, and patient information. 

Patients are not permitted to take photos of their caregivers or film inside the hospital. No employee should take photos or video of you without consent. Any requests for testimonials or photos will be addressed by the facility's marketing department. 

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Channel Listing for TV

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Concerns About Your Care

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue still is not resolved, then contact the hospital patient advocate. You also have the right to file your complaint with either:

Patient Advocate Line
615.328.5537

Tennessee Department of Public Health
Centralized Complaint Intake Unit
65 Mainstream Dr., 2nd Floor 
Nashville, TN 37243
877.287.0010

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Website: www.jointcommission.org, then click “Report patient safety event"

The Joint Commission 800.994.6610

Sometimes a healthcare choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives (see p. 26). Our medical ethics committee can help you and those who are here to support you make difficult decisions. For help, contact the Ethics, Compliance, and Privacy Line at 615.328.5899

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Electrical Appliances

For your safety, we reserve the right to inspect any electrical appliances brought into the hospital.

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Fire Safety

We conduct fire drills from time to time. If you hear an alarm, stay where you are. In an actual emergency, hospital staff will tell you what to do.

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Flowers

Flowers are delivered to patient rooms by volunteers or the information desk. Please note that potted plants or flowers are not allowed in Intensive Care Units.

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Gift Shop

Location is on the first floor near the information desk and main lobby. 

Hours of Operation:

Mon. to Thurs.: 7:30 a.m. to 10:00 a.m. and 10:30 a.m. to 3 p.m.

Fridays 7:30 am to 1 pm

Cash, check and credit cards accepted.

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Hearing Impaired

We have services available for people who are deaf or hearing impaired. If you need these services, please contact your nurse.

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Hospital Safe for Valuables

If you need a safe place for your valuables, please call Security at 615.328.5580.

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Hourly Rounding / Leader Rounding

A nurse will visit you every hour during the day and every two hours at night to check on your comfort, help you change positions in bed, assist with trips to the bathroom, and make sure you can reach your phone, call light, and personal items easily.

Our hospital leaders also round daily, and they may ask you about your stay and how it could improve or who (if anybody) should be recognized for doing a good job. Their role is to handle problems in real time. Please raise any concerns during rounding, as well as with your care team. 

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Housekeeping Services

We want you to have a pleasant stay. As part of our commitment, we want your room to be a clean and safe environment for your recovery. If at any time it does not meet your expectations, please call Ext. 8155. 

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Interpreters and Translation Services

Interpreter services are available for patients. Please contact your nurse for assistance.

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Lost and Found

You may contact Lost and Found by calling Security at 615.328.5580.

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Mail

Mail and packages will be delivered to patients Monday through Friday by hospital volunteers. Flowers may be delivered by individual florists, staff or volunteers. Potted plants or flowers are not allowed in critical care areas.

Mail received after discharge will be forwarded to the patient’s home. Outgoing mail may be taken to the nurses station or given to your attending nurse. Postage stamps are available in the gift shop.

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Medicines

All medicines you bring to the hospital need to be prescribed to you, filled, and given to you by hospital staff. Tell your doctor about any medicines you regularly take. If you still need them, hospital staff will give them to you. Please talk to one of our pharmacists with any questions. Sometimes you may be asked to discontinue a drug because of an interaction or because you are being given an alternative during your hospital stay. The important thing is to communicate about what you are taking. 

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Parking

Free parking is available to patients and visitors in the hospital's parking garage, located on the corner of Hartsville Pike and Steam Plant Road. Additional parking is located off of Bledsoe Road for patients in the cardiopulmonary program or who are getting lab work done. Additional parking is available next to the Emergency Room, but is reserved only for patients using ER services. We reserve the right to tow vehicles parked unlawfully. 

Parking at Sumner Station is free. Enter the parking lot off of Big Station Camp Blvd. 

All parking lots are equipped with emergency buttons and lighting and are monitored by security. 

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Pastoral Care

If you would like a visit from the chaplain for spiritual care and comfort, please ask your nurse to contact the chaplain on call. You may also call Volunteer Services at Ext. 5529. A chaplain will address your concerns by the next business day after receiving the request. The chapel is always open for prayer and meditation. It’s located on the first floor, Tower B. 

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Patient Meals

Patients can order the meal of their choosing! Nutrition ambassadors visit patient rooms to take orders. If you have any questions or concerns, please call the number above. For questions or to order a meal from the Cafeteria call 615.328.5526.

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Personal Belongings and Valuables

Personal care items such as contact lenses, eyeglasses, hearing aids and dentures can be stored in your bedside stand when not in use. Please do not put them on your bed or food tray to help avoid them being lost or damaged. Leave valuables like jewelry or cash at home, or give them to a trusted relative or friend to watch over. If this is not an option, valuables may be locked up by Security at your request. Highpoint Health - Sumner cannot be responsible for replacing personal belongings.

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Public Restrooms

For everyone’s health and safety, we ask visitors not to use patient restrooms. Public restrooms are located throughout the hospital. Ask hospital staff to direct you to the nearest one.

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Rapid Response Team

You can call a critical-care response team to respond if your condition worsens and you do not get the immediate care you need. Dial 8019 to request this special service. See p. 1 or ask a staff member to learn more.

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Smoking

Given the serious health hazards of tobacco use, we have chosen to become a 100 percent tobacco-free campus. No smoking or tobacco products will be used while on property, parking lots, associated buildings and vehicles. Patients and visitors are asked not to smoke during their hospital visit.

If You Smoke or Use Tobacco
While you are in the hospital, please do not suffer from nicotine withdrawal. You can receive nicotine replacement therapy (NRT) or other appropriate support during your hospital visit. Please ask your nurse for more information.

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Telephone

All patient rooms have phones. To place a call within the hospital, see p. 30. To dial local, dial 9 and wait for the tone. To dial long distance, dial 9 + 1 and the phone number with area code. Your friends and family can call your hospital room directly by dialing 615.328.7 + your three-digit room number. 

Key Numbers

Main 615.328.8888

Billing 855.270.1594

After Discharge Questions 615.499.3803

Nutrition/Dietary Services 615.328.5526 OR 615.328.5771

Medical Records 615.328.6623

Patient Financial Services 615.328.6615

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TV

Highpoint Health – Sumner is currently in the process of upgrading all televisions. Some of our TVs have an advanced entertainment package with streaming services. Channel 71 is hospital information and Channel 72 is patient education.

Please be considerate of others by keeping the volume down and turning off your TV at bedtime. TVs are controlled by the bedside pillow speaker or side rail controls. Closed captioning is available for the hearing impaired. Ask a staff member if you have any questions on using your TV.

To Sign In to personal Netflix account:

From the home screen, the patient will arrow over to Netflix icon and choose OK. On the next screen, the patient will choose “Sign In” and choose OK. The patient will have the option to sign in using their phone by scanning the QR code on the screen or they can use the Remote and enter their login information.

To Sign Out of the Netflix account:

Press left arrow until the menu appears and arrow down to Exit Netflix and choose OK. Every day at midnight, the Netflix account will automatically be logged out.

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Vending Machines

Here you can find beverages and snacks 24 hours a day. Vending machines are located in the Courtyard Cafe on the first floor of the hospital in Tower B. 

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Visiting Hours

Highpoint Health – Sumner, Highpoint Health – Sumner Station, our hospital outpatient departments, and the Highpoint Health Clinics have dropped universal masking, thanks to decreased transmission levels and severity of COVID-19. However, anyone who feels ill – whether it be suspected flu, a cold or COVID – is encouraged to wear a mask while in our facilities.

Visitation has returned to normal. Hours are 8am to 9pm for adults 18 and older. No overnight stays unless cleared with the unit supervisor, and we advise against bringing children to the facility unless absolutely necessary. Some units may have special posted visiting hours or quiet hours when patients should be resting. When visiting a COVID-19-positive patient, guests must wear appropriate personal protective equipment to be provided by the nursing staff.  

Directions and Contact Information

Visiting hours are subject to change. Please ask your nurse for official hours during your stay.

To promote healing and safety and limit infection, some units may limit the number of visitors you can receive at one time.

• General Hours: 8:00 am - 9:00 pm. Note: Patients have the right to choose to receive visitors from among family, friends or other individuals at any time during their stay.
• Pediatrics: 8:00 am - 9:00 pm. Note: One parent or other adult support person is permitted to stay 24 hours a day.

Visiting Overnight
Overnight visitation with a patient must be coordinated with the charge nurse and/or nurse manager and is only permitted under certain circumstances. If overnight visitation has been approved, you will be given a visitor card by the nurse, who will provide you with instructions for obtaining a visitor pass from the security guard. Please wear this badge and remain in the waiting room or the patient’s room at all times during your overnight visit. We reserve the right to revoke overnight privileges.

Hospital Entrance
The main entrance to the hospital is located off of Hartsville Pike and is open from 5 am to 9 pm. For those seeking emergency care, the Emergency Department entrance is open 24 hours a day, 7 days a week. There is a dedicated ER entrance on the west side of the hospital nearest to the grocery store across the street.

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Wifi

As a service to our patients and visitors, Highpoint Health - Sumner provides free wireless internet access through the hospital.

Select "Guest_Access" from the available wireless networks.

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