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Patients & Visitors

Welcome to Lompoc Valley Medical Center. Whether you are here as a patient or visitor, we look forward to serving you and delivering the world-class care you expect.

We are committed to your comfort and do everything possible to provide the support and care you and your loved ones need during your stay with us.

Amenities & Services

LVMC offers our patient and visitors a wide range of services and amenities to meet your needs, including dining and a gift shop.

Patient Resources

If you are a patient at LVMC, these resources will help you file a complaint, fill out an advance directive, request your medical records and much more. For even more information or assistance, call us at (805) 737-3300.

 

Patient Feedback

As a patient of Lompoc Valley Medical Center, you have the right to express concerns or complaints about your care with the assurance that the quality of your care or future access to care will not be compromised. You also have the right to expect a reasonable and timely response to your concerns.

Share your story

Whether you are a patient, family member, friend or guest, we are eager to hear about your experience with Lompoc Valley Medical Center. You can share your favorite experience or personally thank someone for their exceptional care and compassion. Your experience may be shared with your care team and Executive Leadership.

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Reporting concerns

There are several ways to report a concern about patient safety and quality of care with Lompoc Valley Medical Center:

Mail
P.O. Box 1058
Lompoc , CA 93438
Phone
(805) 737-5723 or
(805) 737-3358
Email
This email address is being protected from spambots. You need JavaScript enabled to view it.

Unresolved concerns

If your concerns remain unresolved, please feel free to contact the:

Center for Improvement in Healthcare Quality

To file a concern with the Center of Improvment in Healthcare Quality you can call 866-324-5080 or write to:

PO Box 848
Round Rock, TX 78680
Fax: 805-934-8588 

California Department of Public Health

To file a concern with the California Department of Public Health, call (714) 456-0630 or toll-free at 1 (800) 228-5234. You may also write to:

CDPH
2150 Towne Centre Place
Suite 210
Anaheim, CA 92806

 

Understanding Your Bill

This page is an effort to help you understand your hospital bill and address questions frequently raised by our patients. It is our intent to provide you with an accurate bill to understand the hospital services provided. Please call our Business Office at (805) 737-3321 if we an assist you in any way.

Why are there so many bills?

The hospital will bill the patient, the patient’s insurance or health plan for non-physician services that are provided at the hospital. Services provided by the physician are billed separately by the physician’s billing agent.

What will my insurance pay?

If you have current coverage through an insurance or health-plan, our Patient Accounting Department will gladly bill them and any secondary or supplemental plan you may have. Within a reasonable time (Usually 30-45 days) you should receive an “Explanation of Benefits” from your insurance company, referred to as an EOB.

This form should show you what your plan will pay and if you owe any deductible or CO-payment. With some plans, including Medicare, you may have a supplemental plan that will pay your yearly deductible or CO-payment.

We strongly suggest that you become familiar with your insurance plan and know what covered benefits you have, including possible authorizations. Your insurance agent can be of great help regarding questions about your coverage.

How does my health-plan calculates what I owe?

In many cases, the amount you owe is determined by your health-plan policy rather than the hospital charges. An example of this is as follows:

Hospital Charges $10,000
Plan’s Discounted Rate -$4,900
Amount Paid by Plan $4,410
Amount to be paid by patient. (10% Deductible) $490
Total Paid to Hospital $4,900
Unpaid Hospital Charges $5,100

Considering the health-plan policy, the $490 that you owe is based on 10% of the contracted amount and not the hospital charges.

What payment does the hospital receive?

One of the least understood facts is that about 85% of hospital bills are paid by an insurance company or health-plan that disregards the actual hospital charges, as mentioned previously. Most of these payors have prearranged discounted prices which they have determined or, in some instances, have negotiated in a contract with the hospital. As in the example, the average amount that these payors are actually paying the hospital is about 49 cents for every dollar billed.

In the example, the hospital received $4,410 from the insurance company and $490 from the patient. The $5,100 is what the hospital must absorb and cannot bill either the patient or the secondary insurance. This is the case for 85% of our patients, including Medicare, MediCal, and most preferred provider health-plans and HMO’s.

What if I continue to receive statements?

There are three basic reasons why you may get a bill:

  1. Your insurance has been billed but has delayed payment.
  2. Your insurance has denied payment.
  3. The amount billed is what you are responsible for paying.

Please call our Business Office to see if we have received any response from your insurance company or health-plan. If your insurance has requested additional information from you so that they can process your claim, it is important that you respond promptly to their request.

If your insurance company is delaying payment, your call to them directly can be effective since you are the subscriber and should be considered their valued customer.

Glossary

The following is a glossary of terms often used at the hospital in the admitting and billing office.

Deductible

A yearly amount usually owed by the patient or family before other health benefits are paid by the insurance company or healthplan.

CO-Payment

This is often a set fee which the insurance company or health-plan requires the patient to pay each time a specific health care service is provided, such as a doctor’s visit or an emergency room visit.

Inpatient

A patient that has a specific diagnosis and is admitted at least overnight.

Managed Care

This term applies to healthcare coverage in which the patient is required to be seen by a primary care physician who authorizes or “manages” all healthcare services for the patient. This could be either an HMO or a Preferred Provider Plan.

Observation Patient

A patient that is admitted for observation and testing before determining the specific diagnosis and treatment. An observation patient may stay in the hospital overnight or several days before being discharged or admitted as an inpatient.

Outpatient

A patient that is admitted to the Emergency Department or for Outpatient Surgery or other tests that do not require the patient to stay overnight. On occasion, an outpatient may stay overnight and be discharged the following morning without changing their patient status.

Pre-Authorization

Most insurance companies or health-plans require the patient or healthcare provider to seek approval before having expensive treatment or tests carried out. This pre-approval or pre-authorization usually gives both the patient and the provider the assurance that the service will be paid for by the insurance company or health-plan. If a patient is not given pre-authorization, the provider will still perform the test or treatment; however, the patient is then financially responsible for the medical bill.

Patient Safety

As a leading health care provider in the Lompoc Valley, we are firmly committed your safety. This includes your physical safety as well as protecting you from inadvertent exposure to hazardous materials and wastes, minimizing the risk of hospital-borne infections and ensuring that our hospital is prepared for any emergency or disaster.

Through our Facilities Management and Safety departments, we continually review our safety procedures and implement changes to further improve the safety of our patients and visitors alike.

We develop and implement policies, procedures, protocols and guidelines to ensure the safety of our workforce by properly training them in hazardous materials handling and emergency/disaster response.

One of the cornerstones of our safety program is patient involvement. We encourage our patients to communicate their concerns about safety and the quality of care.


What You Can Do

Thank you for choosing Lompoc Valley Medical Center. Our number one goal is to provide you with a safe and high-quality care experience. Our physicians and staff are dedicated to meeting your needs. You can help assure your safety by partnering with your care team in the ways outlined in this brochure.

Hand Hygiene

Did you know that not washing your hands is one of the easiest ways to spread an infection? Our staff members will wash their hands (or use a hand sanitizer) each time before they care for you. Don't be afraid to ask your caregivers if they have washed their hands. Ask your family and visitors to wash their hands as well.

Contact Precautions

Depending on your illness, we may need to protect ourselves and others by not directly touching surfaces or articles that you have touched. This is known as "contact precautions." Staff and visitors may be required to wear protective gowns and gloves. If you are placed on contact precautions, your caregiver will review the specific requirements with you.

If you are here for a surgical or invasive procedure, there are several activities that we undertake to help keep you safe:

  • Your physician and care team will confirm your identity, and the nature and side or site of your surgery/procedure with you. If you believe any of this information is incorrect, notify staff immediately.
  • The site or side of your surgery may be marked prior to the surgery being performed. This is to assure that the surgery is performed on the correct part of your body. You will be asked to confirm that the correct side or site is being marked.
  • You may be given antibiotics before and after your surgery to help prevent infection. Let your doctor know if you have any allergies to medications. The site of your surgery may also be cleansed with a disinfectant.

Fall Safety

Help us serve you better.

Your wellness is our primary concern. Falls are a leading cause of injury n hospitals. If we suggest you ask for help getting in or out of bed, please do. If you have the slightest doubt that you are steady enough to be on your own, call us for help. Don’t be reluctant to call us when getting up or moving. We’re there for you, just seconds away.

Call your caregiver if you:

  • Are dizzy when getting up from a bed or chair.
  • Can’t see well or it’s dark.
  • Almost sure you can get up on your own. It’s better to be safe.
  • Need the bathroom and feel weak.
  • Want to get out of bed but the rail is up.  Don’t lower it yourself.

Medication Safety

  • Tell your doctor or nurse about all medicines you take at home (including prescriptions, over-the-counter items like aspirin, stool softeners, herbals, etc.).
  • Tell your doctor or nurse about any medication/food allergies or intolerances you have.
  • Never take a medication that you or your family have brought from home. If you brought any, send them home.
  • For your benefit, medications from home will not be used in the hospital because:
  • They may bypass the normal quality control systems intended to ensure safety and potency of medications dispensed to you.
  • You may end up paying twice— once for what you purchased from your local pharmacy, and a second time for your insurance premium (which covers inpatient medications).
  • Exempt from this policy are multiple-use items such as eye drops, inhalers, creams, ointments, or items not stocked in our pharmacy.
  • If you are not receiving a medication you normally take at home, tell the nurse or doctor so it can be ordered for you.

Preparing for Your Hospital Stay

We want your visit to be as easy and as comfortable as possible. Use the following resources to prepare for your visit. If you have any questions, your physician’s office will be happy to assist you.

What Should I Bring?

Suitcase

For Your Hospital Stay:

  • Wear loose, comfortable clothing; be sure to dress warmly for the trip home, which will decrease your risk of surgical site infection.
  • Do not wear make-up or lipstick.
  • Leave all jewelry at home.
  • For your safety, rings, jewelry and body piercings must be removed prior to surgery. If you cannot remove your rings, a jeweler can, and he should be able to size the ring to fit you properly.
  • Bring crutches, walker or cane if you will be needing them.

Overnight patients may want to bring their own toilet articles (hairbrush, comb, shampoo, toothbrush and toothpaste), a book or magazine, and personal items such as contact lenses, eyeglasses, hearing aids, dentures and prostheses.

Please leave money, credit cards, jewelry and valuables at home.

Should I Bring Medications?

Please bring a list of your current medications with you. We request that you only bring your inhaler and eye drops (if you are spending the night) with you. Your physician may prescribe medication for you to take home after surgery. If you would like, you may have them filled at LVMC pharmacy when you are discharged.

Advance Directives

Sometimes medical situations arise that prevent people from communicating their wishes about medical intervention and/or life-prolonging care. You can communicate your decisions in written documents called Advance Directives, which enable your chosen decision-maker to speak for you if you are ever unable to express your medical wishes. This advanced planning reduces uncertainty about how you want to be cared for at the end of life.

If you have an Advance Directive, please bring copies when you come to the hospital. If you would like to establish an Advanced Directive, please let us know upon your arrival.

Patient Privacy

For your privacy, you may choose to NOT be listed in our hospital patient directory.

If you choose to be in the patient directory:

  • Under HIPAA, if a person inquires about you by your name, hospital staff may release your location.
  • No other information may be released without your written consent.

If you choose not to be in the patient directory:

  • Your name will not appear in the patient information system.
  • Anyone who comes to the hospital or calls for you will not be told you are a patient.
  • Flowers and mail will be returned to the sender.
  • You should notify family and friends of your room number if you would like them to visit you; they will not be able to get that information at the Information Desk.

Patient Education

Emmi® Programs

What are Emmi programs?

Emmi programs are online tools that take complex medical information and make it simple and easy-to-understand. Lompoc Valley Medical Center offers Emmi programs for both adults and children. The programs can help you prepare for an upcoming procedure or manage your chronic condition.

You may have questions you think aren’t relevant. You may forget them as you walked out of the doctor's office. Emmi programs are designed to answer important but often unasked questions.

I have a Code  Self Registration

At Lompoc Valley Medical Center, our patients go online expecting dry, hard-to-understand material and instead find a helpful tool that empowers them to make sense of complicated medical information.

How does it work?

You can view your Emmi program in the comfort of your own home, or anywhere that has Internet access. You can even share Emmi with friends or family members.

Each Emmi program takes about 20 minutes to watch, some even less time. You can view them as many times as you like. As you watch the program, you can also write notes and questions that you can print out at the end and bring with you to your next appointment.

Have a Code? Get Started Now!

Your doctor may have given you an 11-digit access code to view an Emmi program that's right for you. Use this access code to activate the program online at my-emmi.com.

Don't Have an Access Code? Self-Register Now!

Self-register for a program and get started right away. You can choose from many different specialties or chronic conditions. You may need to ask your doctor which program is right for you.

During your Stay

At Lompoc Valley Medical Center (LVMC), we take great care to meet all of your needs–and exceed your expectations–during your stay. We also work to make sure your loved ones and visitors are looked after as part of your support team. These are many of the amenities and services available to you. And of course, we welcome your feedback and suggestions.

Hospital Amenities

We want your stay with us to be as pleasant as possible, so we've designed our patient rooms and facilities to be home-like and soothing.

Our patient rooms include:

  • Soothing colors and professional artwork
  • Soft lights, dimmable reading lights
  • State of the art comfortable beds
  • Bathrooms with showers
  • Plenty of space for visitors
  • Daybeds for overnight guests
  • Ample storage
  • HD television
  • Large windows
  • Soothing colors and artwork
  • Free WiFi
  • HDMI and Audio Visual TV hookups
  • Laptop tables in many rooms

Patient Entertainment

We have a Patient Entertainment system for all of our patient rooms. We are proud to provide this feature for your comfort. Simply have a friend bring in any portable DVD player and plug it into the Yellow, White, and Red jacks on the wall, our use an HDMI cable.

Televisions, High Definition and Music

Your patient room is equipped with a large format digital television. Many of the channels are in HIGH DEFINITION, including our local channels. Additionally, you will find several music channels that may aid in your relaxation and recovery. If you are a CCU and LDRP patient we feature an in-room stereo system. Simply plug your iPhone, Android, or ther music device in the GOLD wall jack provided. We have limited the volume to keep the environment comfortable for all of our patients.

Plug in the cable.

  1. Start the video.
  2. Select TV channel 44, 45, 46, or 47.

Lompoc Valley Medical Center is happy to lend cables. A driver’s license is required when checking out a cable. Please talk to your aide or nurse.

Hospitalists

Hospitalists are physicians who care for patients while they are in the hospital.

Because the hospitalists are available 24/7, they are always available to order tests and receive the results, coordinate with specialists and make treatment decisions. They are also available to their patients at any time, eliminating the need to wait for a visit during morning or evening rounds.

The hospitalists keep the patient's primary care provider informed of the patient's condition, and provide a care plan for discharge that include any necessary follow-up care, home care, therapy or assistance from social services.