Each element of your stay is designed with comfort in mind. Your bed is electrically operated and can be controlled from the buttons on the side rails. Additionally, a nurse call button is located on either your bedside table, the remote or on your bed’s side rail. When you push the call button, your nurse will be alerted and will attend to you.
YOUR HEALTH CARE TEAM
- PROVIDERS: During your stay, you will likely have a team of doctors involved in your care. This team may include your attending physician (the physician supervising your treatment); members of the staff, including hospitalists (physicians who make rounds at the hospital in place of patients’ personal physicians); or residents (doctors-intraining who have received their medical degrees and are now specializing in a selected field of medicine). Other members of this team may include physician assistants or nurse practitioners. (White coats)
- NURSES: Registered nurses are a critical link between you and other members of your health care team. They help communicate your needs, explain important information about your treatment, participate in your recovery, assess conditions, plan and evaluate your daily care, administer medications and IV placements and provide education about your medical condition. Other members of this team may include a clinical outcomes nurse who serves as a liaison between you and the rest of your health care team. (Navy blue scrubs)
- PATIENT CARE TECHNICIANS: Patient Care Technicians (PCTs) work under the supervision of nurses and providers by assisting with taking vital signs, maintaining your personal hygiene, assisting with meals and helping in other ways to make sure you are comfortable during your stay. (Green scrubs)
CARE COORDINATION TEAM: Our expert team of RN case managers and social workers are here to assist in your care planning and discharge needs. The Care Coordination team works closely with the nursing staff and physicians to ensure your post-hospital transition is well coordinated and successful. Common services provided are: skilled and nursing home placement, home care, home infusion, medical equipment set up and other needs identified by the patient and family. For assistance and more information please call our Care Coordination Department at (515) 247-3293.
Patients and their safety are a priority at Mercy. Physicians, nurses, therapists and other caregivers will work to provide safe care to protect you against accidental injury. However, it is important you and your family member or friend also be involved in this process to ensure your safety. The single most important way you can help to prevent medical errors is to be an active member of your health care team. That means participating in every decision about your health care. At Mercy, we encourage you tohave questions or concerns. You have a right to question anyone who is involved with your care.
For concerns regarding safety or your care, please speak with the director of the area where you are located or call the Patient Advocate at (515) 643-2861.
At Mercy, your pain management is very important to us. We take time to listen to and understand your individual concerns and reports of pain and discomfort. We have a host of different services available – including nurse pain clinicians, an outpatient pain clinic, and nurse pain champions throughout the hospital. Please let your nurse know if you feel these additional services would be helpful to you.
Mercy is a tobacco-free campus. No smoking, chewing tobacco or e-cigarettes are allowed on the property. Speak with your nurse or doctor about options if you are uncomfortable not smoking or using tobacco products.
VALUABLES AND PERSONAL BELONGINGS
Please protect your personal belongings and valuables. We recommend you send home your keys, wallet, personal papers, home medications, jewelry and other items not essential to your stay.
Mercy prohibits weapons of any kind on the property. Contact Public Safety at (515) 247-3111 to have any weapons placed in locked storage during your stay. speak up if you
Services At Mercy Medical Center
Read about our services in the Patient Amenities Guide. If you have questions, call our information desk at (515) 247-3121.
ATM machines are located in the Main Building Lobby, Level 1, and in the atrium area at Mercy Medical Plaza, Level A, 411 Laurel Street.
Mercy has partnered with CaringBridge® to offer free personalized websites to those wishing to stay in touch with family and friends during significant life events. For more information or to create a site, visit www.caringbridge.org.
Friends and family may contact their loved ones by calling the Mercy switchboard at (515) 247-3121. The switchboard will then transfer you to their private room. You must have the patient’s first and last name. The switchboard will not release private room numbers or telephone numbers. At Mercy Medical Center, the telephone number for your patient room is (515) 247-3 plus your 3-digit room number or (515) 247-3XXX.
The Mercy Discharge Lounge is located on Level A near the West Entrance and provides a comfortable and relaxing area to wait if your transportation home is delayed or may not be readily available at the time you are discharged. If you are interested in using the Lounge, please ask your nurse if you meet the eligibility requirements. The Discharge Lounge is open Monday-Friday, from 9:30 a.m.– 6 p.m.
Friends and family may send free e-cards to patients to wish them well. For more information, please visit mercy.dm/ecard.
GIFT SHOP MERCY GIFT HOUSE & FLOWERS
(Main Building, Level 1) Mercy Gift House & Flowers offers a variety of gifts, fresh flowers, plants, Mercy gear, greeting cards, magazines, toiletries, sundries and more. Certain purchases may also be made online at mercy.dm/gift-house. Mercy Gift House & Flowers is open Monday-Friday, 8 a.m.–7 p.m.; Saturday, 9 a.m.–5 p.m.; and Sunday, noon–4 p.m.
Patients and visitors are welcome to use the Mercy Hair Salon. A physician’s written approval is required for inpatient use. Salons are sponsored by the Mercy Auxiliary of Central Iowa. Mercy Hair Salon is located on Level A of the main hospital. Stylists are available: Monday, Thursday and Friday from 7 a.m. - 5:30 p.m. or Tuesday and Wednesday from 7 a.m. - 7 p.m. To schedule an appointment, call (515) 247-4078.
Mercy provides free medical interpretation services and assistive communication equipment to any Mercy patient or family member upon request. In-person interpretation services are available for a variety of languages, including American Sign Language (ASL), Bosnian (Serbo-Croatian) and Spanish. In addition, Mercy offers interpretation services via telephone for all language groups, as well as Video Relay Interpreting, TTY and other assistive equipment. For more information, please call (515) 247-8255.
LOST AND FOUND
Mercy’s Lost and-Found is located in the Public Safety office in the Main Building, Level A. Please call (515) 247-3111.
If you receive mail or cards as a patient, a Mercy volunteer will deliver these items to you. Patients and visitors may drop off outgoing, pre-stamped mail at the Mail Room on Level A weekdays between 9 a.m. and 2:45 p.m. In addition, U.S. Post Office mailboxes are available near the Main and West Entrances.
(Main Building, Level A) The Mercy Salon is open to patients and visitors Monday, 8 a.m.–5p.m.; Tuesday-Wednesday, 8 a.m.–7 p.m.; Thursday, 8 a.m.–6 p.m.; and Friday, 8 a.m.–5 p.m. The salon is closed on Saturday/Sunday (a physician’s written approval is required for inpatient use). To make an appointment, call (515) 247-4078.
Notary publics are available at Mercy in the Levitt Medical Library in the Main Building, Level A. Notary services are available Monday - Friday, 8 a.m.-4 p.m.
The Mercy Pharmacy is conveniently located within the hospital on Level 1 in the main lobby, near the main entrance. Our pharmacy offers prescription services, over-the-counter medications and products, health care products and medication counseling.
PARKING AND VALET SERVICES SELF-PARKING
Parking is free for patients and visitors in the North Visitor Parking Lot, in the East Lot and in three ramps – West, East and North. More detailed directional information is available on our website at mercy.dm/parking.
Free valet parking is available to patients Monday-Friday at the following times/locations: Main Entrance 8 a.m.–4 p.m. West Entrance 7 a.m.–3 p.m. East Tower Entrance 7 a.m.–3:30 p.m. Mercy Medical Plaza South Entrance 7 a.m.–5 p.m. Mercy Medical Plaza West Entrance 7 a.m.–5 p.m. To obtain your keys from the valet after hours, contact Mercy’s Public Safety Office at (515) 247-3111. Valet services are offered free of charge as an important service for our patients. No tipping is allowed, but voluntary donations may be made at each location to support the continuation of this free service.
At the time of registration, you will be asked to provide either a current insurance card or information about your current insurance carrier, as well as any specific forms or original documentation (claim forms, authorizations, referrals, etc.) required by your carrier. Billing questions? Call Customer Services at (515) 247-4199.
Mercy Medical Center has trained financial counselors available to discuss your individual needs. If you do not have insurance or will have difficulty in paying your portion of the bill, the counselors can assist you with your needs in making payment arrangements, reviewing the Financial Assistance program or, in case of hospital admission, referral for public assistance or referral to another facility. Regardless, patients will receive necessary medical care and the care will never be based on the patient’s ability to pay. Contact our Financial Counseling: (515) 247-3174
Patient rooms are equipped with a phone and your phone number will be provided to you to share with friends and family. You may make local phone calls free of charge from your room by dialing “9” to get an outside line. Long distance calls must be paid for at the time of service. To call with a credit card or collect, dial “55,” wait for the dial tone, then dial “00.” A long-distance operator will come on the line to assist you. To use a calling card, follow the directions on the card. Charging stations for electronic devices are located within the hospital for guest convenience.
Mercy Public Safety is available 24 hours a day, 7 days a week for the safety of our patients, visitors and staff. Please call (515) 247-3111 to inquire or request their services.
Please contact the nursing staff if you are interested in having a chaplain visit you. Pastoral Care is available 24 hours a day for all faiths. Our Pastoral Care staff is available to help you draft medical power of attorney materials, provide the Eucharist daily for our Catholic patients and facilitate the Sacrament of Anointing of the Sick. Pastoral Care is available to make arrangements for Sacraments and prayers of your church or faith community. If preferred, patients, guests and visitors may contact Pastoral Care directly at (515) 247-3238. Open 24 hours a day, seven days a week, our chapel is located on Level 1 in the Main Building.
THE MERCY APP
Search for “Mercy DM” on the App Store or Google Play Store and download to stay connected to Mercy’s providers, locations and services on your mobile device. You can even “Ask a Nurse” about your health care questions, or quickly access national health-related hotlines. The concierge features allows you to view nearby dining, hotels and transportation options.
Visiting hours to most hospital units are between 7 a.m. and 9 p.m. daily. For after hours, you will need to enter the hospital through the Emergency Department entrance or the East Tower entrance.
The Holiday Inn Downtown Mercy Campus at 1050 6th Ave., Des Moines, 50314, provides discounted accommodations and complimentary shuttle service to and from the hospital for friends and family members of patients. For reservations, call (515) 283-0151 and ask for the Mercy Hotel discount. Or visit www.holidayinn.com/dsm-downtown to make a reservation.
VOLUNTEER PET VISITATION PROGRAM
All dogs in the Pet Visitation program are certified by Therapy Dogs International and, along with their handler, they visit patient floors and waiting areas throughout the hospital. To request a visit, an individual or staff member may contact the Volunteer Services Department at (515) 247-3246 to inquire about availability.
Patients’ family members and guests are permitted to use the Wellness Center and shower facilities while visiting a patient. Preferred hours of use are during staffed hours from 6 a.m. – 6 p.m., Monday-Friday.
WIRELESS INTERNET (WI-FI)
Mercy provides a free high-speed internet connection for patients and visitors. Click or tap your wifi settings and look for the network labeled “Guest,” then select that network.