To help people with a disability caused by injury or disease, rebuild their lives with hope, independence and dignity, advocating for their full inclusion in all aspects of community life while promoting injury prevention.

• To be a center of excellence in patient care, education, and research.
• To be financially sound, having the resources to maintain quality services.
• To be a strong advocate for people with disabilities.

• Accountability
• Compassion
• Competency
• Humor
• Innovation
• Integrity
• Respect
• Trust

Acquired Brain Injury (ABI) Units

• Nurse Manager: 7556
• Program Director: 7495
• ABI-MW Nursing Station: 7560
• ABI-S Nursing Station: 7520

Comprehensive Rehabilitation Unit (CRU)

• Nurse Manager: 3086
• Program Director: 7724
• Nursing Station: 7510

ICU (Intensive Care Unit)

• Nurse Manager: 3086
• Program Director: 7724
• Nursing Station: 7665
• ICU Waiting Area: 7696

Spinal Cord Injury (SCI) Units

• Nurse Manager: 1278
• Program Director: 7676
• SCI-4 Nursing Station: 7660
• SCI-5 Nursing Station: 7460

• Advocacy: 7795
• Apothecary: 7743
• Chaplains: 7674, 7328
• Chief Operating Officer: 1237
• Durable Medical Equipment: 7723
• Family Support Services: 1351
• Food Service: 5038
• Environmental Services: 5043
• Patient Financial Accounts: 7323
• Social Security Benefit Information: 7489

Your room

Private (single bed) and semi-private (two-bed) rooms are available. Your room assignment is based on your admitting diagnosis and bed availability on the day of your admission. You may be moved as your needs change. If you do not have enough space on your bulletin board for cards, notes, etc., please ask a nurse for special putty to hang items on the walls.

Calling for assistance

A call system is available at your bedside to ask for help. The nursing staff is alerted when you activate the call system and a light flashes above your door. If you or your family wants to call the nurse directly, refer to the number posted on the white board in your room.

In-room safe

A safe is in the room closet. The safe will hold small items, such as a wallet, tablet computer and cell phone. Directions on how to operate the safe are located on the door to the safe.

Television

A television is on the wall at the foot of your bed. The controls are located on the pillow speaker of the bed. A channel lineup guide can be found on Channel 14-1. Channels 11-1 and 13-1 broadcast in Spanish. If you are unable to operate the pillow speaker, please ask your medical team to arrange an alternate access for operating the television.

In-room internet access

Complimentary Wi-Fi service is provided in all Shepherd facilities. Please connect to the “Shepherd-Guest” or “Shepherd-Housing” Wi-Fi network and accept our Acceptable Use Policy in order to gain internet access. You may bring a personal laptop or tablet with you, or you may request to use a Shepherd Center laptop or tablet, when available. If you choose to bring your own laptop or tablet, we ask that you talk to your case manager or charge nurse to arrange a secure lock on your over-bed table. It is your responsibility to secure your computer or tablet.

Access to computers with printer capability are located in the Noble Library and Research Center on the first floor of the Shepherd Building and on the sixth floor Family Lounge in the Marcus-Woodruff Building.

We care about how you are feeling and want your pain to be well controlled. We will do our best to keep your pain level as low as possible so you can participate fully in therapy and your daily care.

Are you in pain?

As a patient at Shepherd Center, you can expect:

• Information about what can be done for your pain.
• Frequent checks about your pain level.
• Staff committed to pain prevention and management.
• Staff who respond quickly to reports of pain.
• Your doctor to consult with other specialists, when needed.

We encourage you to:

• Ask your doctor, nurse, or therapist what to expect about pain and pain management.
• Discuss pain relief options with your doctor, nurse or therapist.
• Work with your doctor, nurse, or therapist to develop a pain management plan.
• Ask for pain relief when pain first begins.
• Help your doctor, nurse, or therapist assess your pain.
• Tell your doctor, nurse, or therapist if your pain is not relieved.
• Tell your doctor, nurse, or therapist about any worries you have about taking pain medication.

Pain scale

We care about how you are feeling and want your pain to be well managed. Help us make you as comfortable as possible. Choose a number that best describes how you feel.

• No pain: 0
• Little pain: 1-2
• Mild pain: 3-4
• Moderate pain: 5-6
• Severe pain: 7-8
• Worst pain imaginable: 9-10

Patient food service

Note to visitors/families: Before giving a patient something to eat or drink, please check with the charge nurse to make sure this is safe to do.

Eating healthy and well-balanced meals is an important part of your recovery. Shepherd Center makes every effort to provide nutritious meals that are prepared according to your doctor’s orders.

A member of the Food and Nutrition Department will visit you daily to obtain your food choices for the following day. If we miss you, please call 5037 before 6:30 p.m. to make your food choices. If you do not select food items, we will select foods to meet your dietary needs.

Breakfast is served from 7:00 a.m. to 8:30 a.m., lunch from 11:45 a.m. to 12:30 p.m., and dinner from 4:45 p.m. to 5:45 p.m. Occasionally, your meal may be delayed if you are scheduled for a special test or treatment.

When your team says you may leave the nursing unit on your own or with family, you may choose between a meal ticket for the cafeteria or a room tray for lunch and dinner. For a meal ticket you must be able to manage your food by yourself or have family/caregiver available to go with you. Meal tickets are for patients only. You may ask for a meal ticket when you complete your menu or by calling 5037. If you have any concerns related to meal service, please contact Food and Nutrition at 5038.

On-campus dining options

Our on-campus cafeteria offers a variety of delicious meals for breakfast, lunch, and dinner. Enjoy a wide selection of grab & go items and snacks, perfect for a quick bite.

For coffee lovers, our Coffee Kiosk serves hot and cold coffee options, assorted teas, smoothies, and bottled beverages. Convenient vending machines are also available for snacks and drinks.

Visiting hours

Rest for you and your family is important to your health and well-being. We do not enforce any formal visiting hours for family members or caregivers but ask that visitors not interrupt therapy or other scheduled programs unless requested by a member of your healthcare team. Your team will work with you to set up opportunities for family to observe and participate during treatment hours.

Only one person may spend the night in the patient’s room. Anyone under the age of 18 must be approved by the nurse unit manager.

Family members who are not staying in your room overnight may return to the floor for urgent needs. Please check in with the security guard located on the first floor of the Marcus-Woodruff pavilion and they will call the charge nurse for approval.

We ask that other family members and friends visit between 4:00 p.m. – 8:00 p.m. during the week and 8:00 a.m. – 8:00 p.m. on the weekend.

Shepherd Center reserves the right to change visitation policies for the health and safety of our patients, families and staff.

To all visitors

• Do not visit if you have a cold, fever, sore throat, or any contagious diseases.
• Please use hand sanitizer or wash hands as you enter and leave a room.
• Please use appropriate personal protective equipment according to hospital guidelines.
• Keep a quiet environment and avoid unnecessary noise.
• Dress appropriately at all times and wear a shirt and shoes.
• No more than two visitors are allowed at your bedside at any given time. If you have more than two visitors, please go to the cafeteria on the ground floor of the Marcus-Woodruff Building, the kiosk on the first floor of the Marcus-Woodruff Building, 6th floor Family Lounge, Recreation Therapy room on the first floor of the Shepherd Building or the garden just outside the Recreation Therapy Room.

Chapel

The chapel is located on the first floor of the Shepherd Building near the entrance closest to the Admission Department office. Visitors of all faiths are welcome to visit the chapel for prayer and quiet reflection. There is a prayer wall in the “Secret Garden” off the Recreation Therapy Room.

There is a worship service held every Sunday at 1:30 p.m. in the Callaway Auditorium on the seventh floor. If you have any special religious or spiritual needs, our chaplains will assist you in meeting those needs. A large variety of sacred writings are available in the Noble Library and Research Center on the first floor of the Shepherd Building.

Parking

Parking is available 24 hours a day, seven days a week. All parking is free. Be sure vehicle is locked and no valuables are visible.

Partnering with our patients

We encourage you to be an active participant in your healthcare through the use of the “Speak Up” program.

• Speak up if you have any questions or concerns and if you don’t understand, ask again.
• Pay attention to the care you are receiving. Ask questions when you don’t understand.
• Educate yourself about your injury or illness. Learn about your treatment plan.
• Ask a trusted family member or friend to be your advisor or supporter.
• Know what medications you take and why you take them.
• Use a healthcare organization that has undergone rigorous on-site evaluations.
• Participate in decisions about your treatment.

You are the center of your healthcare team.

Hospital team

A team of professionals works together to plan your care. You and your family will set your goals with your team. If you would like to have more details from each team member about specific goals, please ask. If you want to change your goals, please discuss with your team.

Patient safety

In our efforts to provide safe, person-centered care, Shepherd Center uses strategies like seatbelt or bed alarms to prevent patient falls. Please follow all recommendations from your care team to help prevent falls.

The medical staff

Your doctor directs your care and the care given by the team. Your doctor also identifies problems and prescribes medication and other therapies. The doctor will provide you with information about your injury or disease process, review your prognosis, and discuss your care with you and your family. Your doctor, in conjunction with the healthcare team, will also help you establish your rehabilitation goals, plan your discharge and approve any equipment you will need after discharge.

Your doctor may have a nurse practitioner, physician assistant or resident physician who will assist in providing your medical care.

Doctors round Monday through Friday, typically between 7:00 a.m. and 10:00 a.m.; Saturday and Sunday between 6:00 a.m. and 2:00 p.m. depending on patient needs.

Code rapid

If you or your family feel you are not doing well and need immediate help, you can do one of the following:

• Push the staff assist button which will alert all nurses on the floor to the room immediately, or;
• Call 6000 and tell security to announce a “Code Rapid” and give your room number or patient location.

Advanced directive for healthcare

In Georgia, all legally capable adults have the right to know about their medical treatment and to refuse treatment for any reason. The best way to be sure your voice is heard is to write down your wishes in advance.

Georgia law provides one document called the “Georgia Advance Directive for Healthcare.” This format combines the Living Will and Durable Power of Attorney for Healthcare into one comprehensive document. If you would like information on completing an Advance Directive while at Shepherd Center, please contact your case manager.

Interpreters

Interpreters are available to explain your care in your preferred language. Please contact your case manager if you need. Interpreting services may be provided by in person or by telephone.

For the hearing impaired or hard of hearing

Shepherd Center provides a telecommunication device or sign language interpreter to help persons who are hearing-impaired. Please contact your case manager if you need these services.

Mail

If we receive mail or packages addressed to you, volunteers will bring these to your room on weekdays, excluding holidays. Letters and packages that arrive after you have been discharged will be forwarded to your home, if possible. Stamps may be purchased in the Gift Shop/ Apothecary. If you have chosen to be classified as a confidential patient, mail and other deliverables will not be accepted in order to protect your privacy.

Flowers

Please keep in mind that large plants and flowers are difficult to deliver and remove after you discharge from the hospital. We ask that no live flowers or plants be brought into the Intensive Care Unit.

Research

Research & Innovation at Shepherd Center offers the opportunity for patients to participate in research. Studies range from developing, refining and evaluating new treatments, drugs, surgical techniques, diagnostic tools and therapeutic interventions to improving the effectiveness of clinical services. For more information about Shepherd Center research, call the Institute at 404-350-7581.

ProMotion Fitness Center

Our gym, the ProMotion Fitness Center, is available free of charge to your immediate family members.

Smoking policy

Shepherd Center is a non-smoking facility. Smoking, including e-cigarettes and vaping, is not allowed inside the building. Smoking is allowed in patio area on ground level between Shepherd and Marcus buildings and the north end (farthest end from Shepherd Center) of the Woodruff Parking Deck on each level.

Alcohol and drug policy

Alcoholic beverages, illegal drugs and medical marijuana are not allowed on Shepherd Center property or on hospital- supervised outings. Family members or visitors who are under the influence of alcohol and/or illegal drugs will be asked to leave the premises. If we believe that you (the patient) may be under the influence of alcohol or illegal drugs, including medical marijuana, we will ask you to give a blood and/or urine sample and submit to a search of your personal belongings. Use of alcohol or illegal drugs, or refusal to allow such testing, may result in discharge from Shepherd Center.

Fire and other disaster drills

For your protection, the hospital conducts fire and disaster drills regularly. If a drill occurs while you are here, please remain in your room and do not become alarmed. The hospital is a fire-resistant building, and the staff is trained in fire protection. Should you need to evacuate an area, staff members will direct you.

Medications and supplements

All medications you take while in the hospital are prescribed by your Shepherd Center doctor, filled by the Shepherd Center pharmacy and given by a nurse or respiratory therapist. Any medications from home must be ordered by your doctor and examined and labeled by the pharmacist. Please tell your physician or nurse if you are taking any herbal supplement(s) including herbal supplement/vitamin(s) or other over-the-counter medications because they may interact with medications prescribed by your physician.

Use of personal recording and medical devices

A patient, family member or visitor must first request and obtain permission from management and treating staff to use any device to photograph, record, broadcast or stream either audio, video or photographic images before any such use on Shepherd Center premises. Shepherd Center reserves the right to deny permission if it reasonably determines that the user of the device could (a) interfere with the privacy rights of other patients, visitors, or Shepherd Center physicians or staff; or (b) disrupt Shepherd Center operations. In addition, personal medical devices such as CPAP, BIPAP, or life vest, will be evaluated by the medical team but may not be allowed.

Personal or lost items

Please do not bring valuable items to the hospital. If you do bring a personal item, it should be kept in the safe in your room. If you have lost an item, please call security from a Shepherd Center phone at 6000. Shepherd Center is not responsible for any misplaced or stolen electronics, money, or personal items.

Leaving the nursing unit

Please check with the nurse before leaving the unit. Be prepared to sign out as you leave and upon return so we always know where to find you. Please check with your nurse and follow the procedures on your unit. All patients allowed to leave the nursing unit should return by 8:00 p.m.

Leaving Shepherd Center property

During your stay, the caregivers you identified to help you at home will receive training so they can help you at the time of discharge. After your caregiver has successfully been trained, you may be allowed to leave Shepherd Center to practice the skills you and your caregiver have learned. This is called a “pass.” There are several types of passes, and your team will explain them to you. Not everyone is able to have a pass due to their medical condition. Your safety is the most important consideration when determining if you can go on a pass.

Pass rules

• All passes must first be approved by your doctor as determined by a “may go on pass” order. This must be entered in your medical record. All members of the treatment team must agree that you are ready for a pass.
• You may only go on a pass with a family member or friend who has successfully completed all required training.
• If a pass is permitted, you must speak with your case manager and/or nurse to plan the time of your pass.
• Before leaving the floor, you will need to sign out at the nursing station.
• If you cannot go on a pass, you must stay on hospital grounds unless you are on an outing with one of your therapists, nurses or nursing techs.
• Do not visit the Woodruff Family Residence Center for any reason during a pass. This is for your safety as we cannot provide emergency medical care at the Woodruff Family Residence Center.

If you have insurance coverage

• Before your admission, a financial counselor contacted your insurance company to verify benefits and coverage.
• At the time of admission, you were given a letter and disclosure statement that gave you a cost estimate including any co-payments, deductibles and other potential out-of- pocket expenses that will be your responsibility.
• After discharge, you will receive a bill for any remaining amounts that are your responsibility after your insurance company has completed its payments.

If you have no insurance or limited insurance

• Before your admission, a financial counselor should have contacted you to discuss options and expected charge estimates.
• At the time of admission, any required deposits are discussed with you and a method of payment is determined.
• Charges are reviewed on a weekly basis, and an additional deposit will be requested as needed.
• If you have no insurance, the self-pay discount will be applied based on current Shepherd Center policies.
• Shepherd Center is a participant in the Georgia Indigent Care Trust Fund, which means if you are a Georgia resident and meet certain guidelines, you may be eligible for some reduced-cost services.
• A case manager will help you in applying to determine if you qualify.

Standards for privacy of protected health information

According to a federal law called the “Health Insurance Portability and Accountability Act” (HIPAA), you have rights concerning the use of individually identifiable health information. Only authorized individuals may access your information. Protected health information may be released to other covered healthcare providers without your authorization if used for treatment, payment, healthcare operations, or for public health activities or law enforcement purposes as permitted by state and federal laws. While receiving care in the hospital, you may ask for your name to not be included in the hospital directory, which means that people asking for you will be told, “This patient does not appear on our census.” If you want to receive deliveries of cards and flowers, then you want your name included in the hospital directory.

If you include your name in the hospital directory, your name will appear on a list for clergy members of your faith. For a listing of other HIPAA privacy rights, please refer to the Notice of Privacy Practices that was given to you at registration.

If a concern/complaint should arise

You or your representative have the right to express concerns or complaints about your care. We take every concern seriously and the quality of your care, or care in the future, will not be affected by raising concerns. You have the right to expect a reasonable and timely response and we will work with you to resolve the problem quickly.

If you have a concern or complaint, we encourage you to report it to the assigned RN or the charge nurse. If you are not completely satisfied with the resolution, please ask the charge nurse to connect you with the program director. The program
director will meet with you to discuss your complaint and will let you know the process of resolution.

If you are not completely satisfied, you may initiate a formal grievance. A member of the senior management team will contact you about the process. And every effort will be made to respond formally to your grievance within seven days.

If this deadline will not be met, a Center representative will tell you why and the expected date of a response.

If your grievance cannot be resolved to your satisfaction, you have the right to file a formal complaint with any of the following:

CARF (Commission on Accreditation of Rehabilitation Facilties)
6951 East Southpoint Road, Tucson, AZ 85756-9407
1-866-510-2273
[email protected]

Department of Community Health (GA State Hospital Licensure Agency)
2 Peachtree Street, Atlanta, GA 30303
404-656-4507; 866-211-0950

Georgia Medicaid Hotline (Patients covered by Georgia Medicaid)
1-800-669-8387

Medicare Hotline (Patients covered by Medicare)
1-800-633-4227

Office of Quality and Patient Safety/The Joint Commission
One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181
Report a Patient Safety Concern or File a Complaint

The process of planning to go home begins when you arrive. Your team wants you to be safe and successful in your next setting. We will address the following discharge concerns within your first few weeks of admission:

• Identification of your primary caregiver and caregiver(s) training.
• Discharge date determination.
• Disability application.
• Insurance coverage and financial resources.
• Durable medical equipment (wheelchairs, hospital beds, etc.). By the end of your second week, you will need to select an in-network equipment supplier in case you need equipment at the time of discharge. Our DME coordinator will assist you in making this choice.
• Home accessibility and home modifications.
• Identification of your hometown primary care physician/ where to send your medical records.
• Post-discharge rehabilitation recommendations, such as outpatient therapies, home health, or day program and physician appointments.

You will be given a code to access MyChart to be able to access your medical information, utilize to communicate about your medical needs with your provider, including requesting refills for your medication immediately prior discharge. If you have any problems accessing MyChart, please reach out to our support team at [email protected] or calling 404-425-7250.

Your Shepherd team will have your medication prescriptions and medical supplies ordered before your discharge.

You and your family will receive intensive training before leaving Shepherd Center. You will receive written discharge instructions from appropriate team members with key information that will help you transition to your home or to your next level of care. You will receive a phone call from Shepherd Center within 72 hours as well as 30 days after discharge to confirm that you got your meds and supplies and if you required any medical emergency services. Online educational materials are available through our education website at MyShepherdConnection.

Services available after discharge

Contact your case manager if you have any questions about services recommended by your team after discharge.

• Outpatient therapy
• Outpatient clinics
• Our Rehabilitation Medicine Clinic offers follow up after discharge with one of our PM&R physicians to continue your ongoing care for your injury or disease.
• Our Spine and Pain Institute offers pain management for ongoing evaluation and treatment of your pain.
• Our Specialty Clinic offers urology and upper extremity services to continue to follow your needs for bladder, bowel, wound care and treatment.
• Day Program (Spinal Cord Injury and Brain Injury)
• ProMotion Fitness Center
• Beyond Therapy®
• Transition support & life-skills training
• Back-to-School Program
• Shepherd Sports Teams
• Vocational services
• Peer Support
• Research
• Call Center – Contact after discharge to refill prescriptions or contact physician.

Patient satisfaction survey

Shepherd Center is interested in knowing what you and your family think about the care you received during your stay with us. You will receive a survey after discharge. It is very helpful for us to know how you feel about the quality of care you received so that we can make improvements where necessary and recognize the efforts of those who do a good job. Your participation is greatly appreciated.