A Patient Admitting Representative may be contacting you within a week of your admission to obtain pre-admission information. This includes your insurance benefits or payment arrangements, current address, phone number, and employer. The Patient Admitting Representative might be able to tell you about co-payments or deductibles for your visit depending on your insurance carrier. If you do not have insurance, you will be referred to one of our financial counselors within the Pennock Billing Department.
Ask your physician's office staff what time you should arrive at the hospital and where you should go. If you are not given specific information, please come to the Admitting desk in the front lobby to check in. Arrive 15 minutes before your appointment time to check in.
Directions & Parking
Free parking is available in the main parking lot – on the east and west sides of the hospital. Please remember to lock your car. Please note that Pennock is unable to assist you with mechanical or lock problems. Please contact the hospital operator and they will help connect you with the appropriate business for assistance.
Admission and Discharge
When you arrive, please check in at the Admitting desk where your doctor has directed you.
Please bring your insurance card and photo identification with you, as well as the name and phone number of your primary physician. If a different physician referred you to Pennock Hospital for treatment, please bring that doctor's name and phone number.
If you have not been pre-admitted, your demographic and insurance information will be verified during the admission process. If your insurance requires a co-payment or deductible, it will be collected at this time.
A Pennock Patient Services Representative will also require you to sign a form called Terms and Conditions of Service. Please read this form carefully before signing. This form includes your consent to general treatment, your acceptance of financial responsibility for services/charges not covered by insurance, health plan, or other sources, and your assignment of insurance benefits directly to Pennock Health Services.
You will be asked if you have an Advance Health Care Directive on file with the hospital. Hospitals are required by law to distribute information regarding Advance Directives to all patients and to ask if you have one.
We do not want you to worry about your hospital bill while you are at Pennock. If you have any concerns or questions, you can call Patient Accounts at 269.948.3101 Monday-Thursday from 8:00 a.m. to 8:00 p.m., Friday 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to Noon. They can speak to you about payment plans and options.
Your physician or hospitalist will determine when you are ready to leave the hospital. During your stay, your physician or hospitalist will speak with you about care plans after your discharge from the hospital. If you need additional care or services, a nurse or social worker will help you care team plan your move to another facility, the transition to your home, and arrange for any equipment or assistance you may need.
What to Bring
Please give any items of value to a family member for safekeeping. We are sorry, but the hospital cannot be responsible for personal items left in the room. Items such as electronic devices, cell phones, computers, iPods, watches, jewelry and items of sentimental value, should not be brought to the hospital with you. Please have a labeled container for personal items such as hearing aids and dentures that you will need while at Pennock.
Additionally, be aware that all prescription medication you need will be provided while you are in the hospital. Please leave all your personal prescription medicine at home or give to a family member. Do not leave personal prescription medicine in your room. Please note: In some rare instances, your physician may wish you to bring a medicine from home. Your nurse will fill out the appropriate paperwork and make any necessary arrangements with the pharmacy.
During Your Stay
Have an Advocate
Request that someone you trust, like a family member or friend, can be with you at the hospital to help you ask questions you may not think of and to assist you in remembering instructions. Ask them to go over consent forms with you to make sure you understand exactly what you are asked to sign.
Designate a Family Spokesperson
Choose a person to act as your representative between your health care team and your family. Make sure to choose someone who will be able to share information with other family members or friends so that your nurses have more time to take care of you. Please give your nurse the name and phone number of your designated representative.
Checking Your Identification
All Pennock colleagues will check your wristband ID each time they a service is delivered or when performing any procedure. This is to help ensure that the proper care is being delivered to the appropriate patient.
Comfort and Safety
Your care, comfort and safety are our top priorities. You will be visited by physicians and other Pennock colleagues during your stay. While it is necessary for us to monitor you and provide care on a frequent basis while you are at Pennock, we will make every effort to balance top-notch health care with a quiet, restful atmosphere.
When You Need Help: Your Call Button
You have a call button in your room. The call button is used to indicate that you are in need of assistance. Please make sure you are acquainted with the use of your call button by reviewing the instruction sheet in your room or by asking your nurse to review the use with you.
You may be seen by a hospitalist while at Pennock. Having a hospitalist available for patients in the hospital is an emerging best practice which allows your physician more time to spend with patients in their office. A hospitalist can oversee patient care and help to deliver, in combination with your physician, top notch care in an efficient and personal manner.
You or your representative were given a privacy code upon admission. Anyone calling Pennock seeking information about you must have that code before any details about your condition will be shared. If callers do not have a privacy code, they will be told your general condition, for example, “stable.”
Protecting Your Privacy
Pennock Health Services understands that your health information is highly personal, and we are committed to safeguarding your privacy. Your health information is protected by federal and state law. You should have received a Notice of Privacy Practices upon your admission. If you did not, you can request a copy by calling Patient Access at extension ext. 1330.
Shift Changes and Changing Care Teams
Nursing shift changes occur several times throughout the day. During those times, nurses going off duty will introduce you to the on-coming nurse and relay your up-to-date patient information to them. Every Pennock employee wears a photo identification badge while on duty. If you are not sure who someone is, or what their role is in your care, please ask them for clarification.
After You Are Home
Pennock Health is focused on providing great service and top-notch care. Suggestions are an important part of our quality improvement efforts. If you have suggestions or if something about your visit is unsatisfactory, we would like to hear from you. We are available to assist you and your family or guests, resolve concerns, answer questions or forward suggestions and compliments. Contact your nurse, Nursing Supervisor or Patient Relations at 269.948.3451 from your room phone or send us a message.
Filing a Complaint or Grievance
Please feel free to discuss any concerns with your nurse, Nursing Supervisor or a Pennock Patient Liaison. You may file a formal complaint or grievance or relay issues involving safety or quality of care directly with:
Michigan Department of Community Health
Bureau of Health Systems
Division of Operations, Complaint Investigation Unit
PO Box 30664, Lansing, MI 48909
You also may notify
The Joint Commission:
Office of Quality Monitoring – The Joint Commission
One Renaissance Blvd.
Oak Brook Terrace, IL 60181