Patient Guide

While You're With Us

Welcome to FHN Memorial Hospital. Thank you for trusting us to care for you! We know that this can be an anxious and unsettling time for you. Our goals are to assist you in your recovery and meet your needs as much as possible. We know you're eager to return home and we begin preparing for your discharge on the day you are admitted to FHN Memorial Hospital.

Our Staff

Our staff will work closely with your healthcare providers. Test results and information will be communicated to your providers in a timely manner. Please let us know your questions and concerns. There are no wrong questions. Stress can make it difficult to understand and remember things, so it is certainly OK to ask questions more than once.

  • Our goal is to give each patient a remarkable patient experience in every dimension, every time
  • We want you to have the best experience possible during your hospital stay

Thank you for allowing us to be part of your healthcare team!

Questions or comments? Should you have any questions, comments or concerns during your stay, please feel free to speak to me personally.

Kathryn Martinez, MSN, RN

Kathryn Martinez, MSN, RN
Chief Nursing Officer/Vice President of Patient Services

815-599-7529
(Inside the hospital, dial 7529)


An Appointment with Your FHN Provider

Is it your first appointment?

Great! We're looking forward to taking care of you. An FHN Patient Services representative will call to provide you with information and directions to the provider's office. When you arrive for your appointment, a Patient Services representative will help you complete medical record and billing information and help you become acquainted with the facility.

Need to cancel your appointment? Please call the office where your appointment is scheduled as far in advance as possible. Staff from the area will assist you in rescheduling.

Office Hours

Most provider office hours are 8 a.m. to 5 p.m., Monday through Friday. Patients are seen by scheduled appointment. For your convenience, some providers have additional early morning, evening, or Saturday hours. Please check with your provider's office for specific hours.

If you need care after office hours, visit FHN FastCare, the Physicians Immediate Care / FHN Urgent Care Clinic. Or, in an emergency, the FHN Memorial Hospital Emergency Department.

Manage your healthcare online with MyFHN – a way to manage all of your healthcare information in one place. You can even make appointments in MyFHN!

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If you need to reach a provider for the first time and don't know the direct number, please call 1-877-6000-FHN (1-877-600-0346).

Your Support Team

We want you to know who we are, and what we're doing for you. You can expect everyone on your healthcare team to introduce themselves to you and any family or visitors with you, and clearly explain what they are doing. They should let you know how long a procedure will take and how long you may have to wait until the next step in a process or procedure, and you should understand why we are doing what we're doing. If you have any questions about anything, please ask. Your care is very important to us, as is your understanding of what we're doing to ensure the best possible outcomes of your stay at FHN.

During your stay here, Registered Nurses (RNs) and Certified Nursing Assistants (CNAs) will provide care for you. We will work to help you regain your highest level of functioning and independence possible in preparation for leaving the hospital.

Your Case Manager and Social Worker will help your clinical team with your discharge planning to ensure that you are discharged to the most appropriate environment. Our goal is for you to continue progressing through the continuum of care begun at the hospital. They can also assist you in working out the financial details of your care and help you with difficult decisions such as Advance Directives.

Rehabilitation Services will help you increase your strength and stamina to prepare you to leave the hospital and help return you to your highest level of functioning.

Chaplains and clergy are available to help you with any concerns. The phone number for the chaplain is ext. 6160 (815-599-6160 outside the hospital).

Respiratory Therapists may assist your breathing and offer treatment to support and improve it.

Dining room services and environmental/cleaning services will make sure that your room is clean, comfortable, and quiet, and that your meals taste good and are delivered on time.

Meals and Snacks

Meal Service

We're happy to offer Treat Yourself Room Service Dining to our patients. This meal service offers numerous options to patients and you that they can conveniently order what you want, when you want.

You can find a menu and ordering instructions at your bedside. Simply dial MENU (6368) and your individually prepared meal will arrive in about 45 minutes. Meal orders may be placed between 6:30 a.m. and 7 p.m. If you'd like, you can order up to three meals in advance!

Diet guides will be provided to you if you are placed on a special diet. Allowed foods, according to your diet, are listed for your convenience on the Treat Yourself Room Service Dining menu. Your nurse will notify you of any special meal times you need to follow.

Guests of patients may also order a meal from the Treat Yourself Room Service Dining menu, using their credit or bank card for payment.

Café FHN

Cafe FHN

Café FHN is located in the lower level of the hospital. The cafe offers sandwiches made on a panini grill press, delicious entrees, pizzas served from large, heated pizza stones, a full soup and salad par, deli sandwiches, and an extensive "grab and go" selection. Starbucks Coffee is available at a gourmet coffee station, as well as cappuccino.

Café FHN is open:

Monday through Friday
    Breakfast: 7 – 10 a.m.
    Lunch: 11 a.m. – 1:30 p.m.
    Grilled items: 1:30 – 3:30 p.m.

Saturday and Sunday
    Breakfast: 8 – 10:30 a.m.
    Lunch: 11 a.m. – 2 p.m.

Holidays
    11 a.m. – 2 p.m.

Check out this week's Café FHN menu!

Cafeteria and Vending Machines

Choose from a wide variety of snacks in our vending machines. They are available 24/7 in the lower level of the hospital next to Cafe FHN.

Phone and Internet

Telephones are available in most patient rooms if you need to make and receive calls. Long-distance calls may be made using calling cards or by placing a collect call. A pay phone is located on the first floor of the hospital. If you need to use it, please ask a staff member for directions.

Cell phones may be used throughout the building.

We offer free wireless internet access to patients and visitors. Ask at the nurses' station for directions to get connected.

Pet Therapy

Our therapy dogs make regular rounds – their whole job is to make you and your visitors smile! If you would like a visit at a different time or for a specific purpose, please let your nursing staff know. If you would prefer not to be visited by a therapy dog or are allergic, please also let us know.

See more about our pet therapy program, FHN's Beyond Words.

Chapel

Spiritual care can provide a supportive and comforting role in your healing process. Our commitment to spiritual care is exemplified through coordination of pastoral services with local churches and other communities of faith, respecting each patient/family's unique cultural, spiritual, and psychosocial needs. A chapel is located on the first floor of the hospital in the central corridor. Patients, family, and friends may use the chapel for prayer, reflection, or private family meetings. The chaplain may be reached by calling 815-599-6160 or ext. 6160 from inside the hospital.

Language Interpreters and Services for the Hearing Impaired

Language Interpreter services are available through Transperfect Services. Services for the hearing impaired are available through Center for Sight and Hearing Impaired Services. Please ask a staff member if you or a family member needs language assistance, hearing assistance, or visual assistance. Arrangements for these services will be made by a staff member.

Mail

Your mail will be delivered daily. If mail is delivered for you after your discharge, we will forward it to your home address.

If you need to send mail during your stay, please ask a staff member to place it in the department's outgoing mail.

Illinois Hospital Report Card Act

We are committed to providing excellent patient care. One way we accomplish this is by providing outstanding nursing care to our patients. In compliance with the Illinois Hospital Report Card Act, patients, family members, and the public may request nurse staffing information. Please contact FHN at 815-599-6116 for more information or to make a request.

Medical Records

We're committed to protecting the confidentiality of your healthcare information. You are welcome to examine your medical records, and a member of the healthcare team will be present to answer any questions. For information about obtaining a copy of your medical records, please contact your healthcare provider's office.

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Leaving the Hospital

We begin preparing for your discharge on the day you are admitted to FHN Memorial Hospital. In cooperation with your provider, we may offer a variety of resources for your discharge:

Community Services

Social services are available to help set up or refer you to additional services such as Meals on Wheels, Lifeline, homemaker services or reassurance calls.

Education

When you are discharged from the hospital, we will provide you with discharge instructions which will help you to care for yourself.

Follow-up Tests or Appointments

Your provider may order follow-up tests or diagnostics to monitor your progress.

Prescriptions

If your provider prescribes medications for home, the prescriptions will be given to you to fill at the pharmacy of your choice.

Referrals and Medical Services

Depending on your needs, your provider may order services intended to help you after you leave the hospital. Some examples of these services are home health care, rehabilitation, and durable medical equipment.

Note: If you are a Medicare patient and feel that you have been discharged too soon (premature discharge), call the Quality Improvement Organization at 800-647-8089. If you are a Medicaid patient with this same concern, call the Illinois Department of Public Health at 800-782-7860.