to Our Patients
At LRGHealthcare, responding to our patient’s needs is our top priority.
Our staff will visit you regularly during your stay to ensure that we are meeting your needs.
Please let us know how we are doing and how we can improve your stay with us!
We pledge to always:
Address any of your care needs.
Listen to you and how we can best meet your needs.
Answer all questions that you or a loved one have. Please use the notepaper
provided to write down your questions.
Honor your dignity, religious beliefs, and ethical values.
Assist with changing your position.
Evaluate your physical pain and comfort.
Assist you in getting to the bathroom.
Bring you any items you need to be comfortable such as pillows or blankets.
Ensure that your call bell, phone, tray table, etc. are within reach.
Answer your call bell in a timely manner.
Clean our hands prior to caring for you.
Check your ID bracelet prior to giving you any medication, taking blood
samples, or providing any treatment or procedures.
Explain the medications that you will be receiving.
Ask you, “Is anything else we can do for you” before we leave your room.
Ensure that you have all the information that you/your family need on
discharge to provide for your care.
Have time for you and your family.
We ask you or a loved one to:
Ask questions. (Use the notepad in your patient handbook to write your questions)
Speak up if you are concerned about a test, procedure, or medication.
Check the information on your ID bracelet for accuracy.
Please wear your ID bracelet throughout your stay.
Be clear and complete about your medical history, including current medications.
Clean your hands often and remind visitors to do the same.
Remind us if we do not carry out our pledge to you.
A Message from Tom Clairmont, President/CEOLRGHealthcare has long been committed to keeping our community
healthy, and an important part of that effort is making sure our
community is kept informed.
We want you to be informed about wellness issues so
you can make healthy choices to keep you and your family
well; and we want you to be informed about your
healthcare options so you can choose the healthcare
services that are right for you.
LRGHealthcare, composed of Lakes Region General Hospital
(LRGH) and Franklin Regional Hospital (FRH), is a healthcare
charitable trust. This organization is driven by healthcare
needs of the communities that we serve.This comprehensive health system is designed to respond to the
changing health and wellness needs of the individuals and families
of the Lakes and Three Rivers Region.LRGHealthcare is committed to providing quality, compassionate care
and to strengthen the well-being of our community.
FOR OUR PATIENTS
What To bring
Personal Items: For your comfort, you will want to bring
only a few personal items, such as a bathrobe, nightclothes,
slippers, and personal toiletries including things such as a
toothbrush, toothpaste, deodorant, etc.
Medications: Please bring a list, including dosage and
frequency, of any medications that have been prescribed
for you and that you are currently taking. This will help us
better plan for your care. If you have a Medication Card,
please bring that with you. Your Medication Card will be
updated by your physician and nurse.
Insurance Cards: You should bring a photo I.D., all
insurance cards, claim forms, or authorization forms.
Advance Directives: Please bring copies of any
Advance Directives you may have. For more information
on Advance Directives, please see page 4.
Things to Leave at Home
Personal Electrical Devices: For safety reasons, we must
ask you to leave electrical appliances such as hair dryers and
electric shavers at home (unless battery-operated). If you
must bring an electrical device, it needs to be inspected and
approved by our Bio-Medical Department. Please ask your
nurse to arrange this for you.
as jewelry and
money are best
left at home, as
valuables kept at
the bedside. If
you must bring
you, you may
wish to secure
them in the Hospital safe.
The nursing staff can make arrangements for
the deposit and return of these items.
Rooms: Each room has an individual bathroom.
We ask that guests use the public rest rooms in
public areas. Your nurse can help you locate the
nearest rest room.
Television: Each room is equipped with a
television with cable service, at no charge to
Room Service: We are pleased to offer patients hotel-style
room service - At Your Service. Every patient is given a
diet-specific menu based on their physician’s orders. Patients
can order what they want, when they want it, and meals
are prepared fresh, and delivered to their room within 45
Depending on your dietary needs, you will choose from
delicious options such as Beef Tips with Sautéed Mushrooms
in a Burgundy sauce over Jasmine rice; Atlantic Salmon
with a Cranberry Marmalade; Slow-roasted Turkey Dinner,
or Grilled Lemon and Herb Haddock. They also offer a
variety of fresh soups, salads, sandwiches, and grilled items.
Receiving Calls: Telephones are available to
all non-critical patients. Friends and family may
call you by dialing 524-3211. If calling from a
touchtone phone, the caller should enter your
extension when instructed. If the caller is calling
from a rotary phone, or doesn’t know your
extension, he or she should stay on the line to
reach the operator.
Making a Local Call: To make a local call
from your room, dial 9 + the number you are
trying to reach.
Making Long Distance Calls:
For long distance calls, please dial
8 + the number (long distance calls
must be charged to your home
phone or a calling card).
TDD: The Hospitals also have TDD (Telephone
Device for the Deaf) for our hearing impaired
patients. The number for that service at LRGH is
527-2914 and at FRH is 934-8202.
Wireless Access: WiFi access is available campus-wide at
both Franklin Regional Hospital and Lakes Region General
Cellular Phones: The use of cellular phones is permitted in
designated areas. However, if you are not sure, please ask a
member of your healthcare team.
Please turn off all cell phones in areas where
they are not permitted!
Cellular phones can interfere with the functioning of
sensitive electronic medical equipment.
YOUR health care team
Hospitalist Program: A Hospitalist
is a physician who specializes in
caring for patients during their stay
in a hospital. The LRGHealthcare
Hospitalist Program is staffed by
board-certified, internal medicine
physicians who are available 24-hours-
a-day, seven-days-a-week to provide
coordinated, high-quality care for
patients admitted to the hospital.
By working with you from the time
of admission, the Hospitalist can better determine when
tests should be run, be there to promptly interpret
those test results and
personally check on you
more frequently. The
Hospitalist is in close
contact with your primary
care provider, making sure
he or she is informed about
At LRGHealthcare, we take a team
approach to your care. Within 24
hours of checking into the hospital,
you will meet with a member of
our care management staff. Then
you, your care manager, Hospitalist,
doctors, nurses, and other healthcare
professionals will work together to
create and implement the best care
plan for you.
Our care management staff is made up of social workers and
registered nurses who can assist you with discharge planning,
emotional support, advance directives, and community
services information. If you need to reach a Care Manager at
Lakes Regional General Hospital, please call Ext. 3650 from
within the hospital, or 524-3211, Ext. 3650 from outside the
hospital. At FRH, please call Ext. 8379, or 943-2060
Ext. 8379 from outside the hospital.
We recognize that for many people, spiritual support is an
important part of their physical and emotional wellness.
We have a full-time Spiritual Care Coordinator who works
in collaboration with our Care Management team, offering
spiritual support and counseling to our patients and staff.
If, at any time during your stay at LRGH or FRH, you would
like to call upon the Spiritual Care Coordinator or any other
community clergy member, please feel free to ask your nurse
or care manager, and we will help connect you.
For individuals facing a chronic or life-threatening illness,
LRGHealthcare has adopted a palliative care philosophy
that meets the physical, emotional, and spiritual needs of the
individual and his or her loved ones. For more information
about this, please speak with your Care Manager.
Federal law requires us to ask if you have a Durable Power
of Attorney for Healthcare (Advance Directives).
Our Care Managers can provide you with forms you need,
or answer any questions you may have.
Or, if you prefer, you may call LRGH Care Management
at 524-3211, Ext. 3650. At FRH, please call 934-8202.
A Durable Power of Attorney for Healthcare allows you
to name another person to make any and all healthcare
decisions should you become unable to make your own
decisions regarding your healthcare.
It is the philosophy of LRGHealthcare that adults have the
right to make informed decisions regarding
your physician or
and your family,
while you retain the
right to accept or
refuse any medical
FOR OUR FAMILIES
We understand that it is important for you to be able to
visit with family and friends while you are in the hospital.
Because we want to make this as convenient as possible, we
do not have strict visiting hours.
However, we do ask that you are courteous of other patients,
and recognize that there are times when the nursing staff
may need to ask your family or friends to leave.
A NOTE TO OUR VISITORS:
If you are not feeling well, or showing sign of illness,
we ask that you not visit your loved one while they are
in the hospital.
Fathers and family may
visit at any time, and
fathers or partners are also
welcome to stay overnight.
Pediatrics: One parent
may stay overnight in their
child’s room after making
arrangements with nursing
Intensive Care Unit: Family
only, or by arrangement with
Meals for Guests
A patient’s guests may dine in our cafeteria, or they may
dine with the patient during a visit.
For a fee, guests may order from the Room Service menu.
Ask your At Your Service Ambassador for details.
Hospital cafeteria is located
on the first floor and is open
seven days a week during
the following hours:
Vending machines are available in the cafeteria.
Accessible 24/7, they offer hot/cold beverages
Lakes Region General Hospital cafeteria
is located on the Lower Level (LL), is open seven days a
week during the following hours:
6:30 a.m.-6:15 p.m. Coffee, Beverages,
Snacks and Cold Foods
6:30 -8:30 a.m. Hot breakfast
11:15 a.m.-1:30 p.m. Lunch
4:30-6:15 p.m. Dinner
Vending machines are available in our vending room
on the Lower Level (LL). Accessible 24/7, they offer hot/
cold beverages and snacks,
all supplied by LRGH
Food & Nutrition
ATM & Newspapers
Franklin Regional Hospital ATM is located in the main lobby,
and is serviced by Franklin Savings Bank. Newspapers are
available in the gift shop, and in the main lobby.
Lakes Region General Hospital ATM is located on the Lower
Level (LL) and is serviced by Laconia Savings Bank. Newspaper
stands are also located on the Lower Level (LL).
Hospital Volunteers will deliver mail daily (except Sunday) to
patient rooms. The mail arrives from the post office between
9:00 a.m. and 11:00 a.m. Any mail that arrives after discharge
will be forwarded to the home address listed on registration
Flowers sent to patients will be delivered to patient rooms by our
Volunteers unless the patient’s physician/provider instructs that
flowers are not permitted.
For our patients’ safety, flowers cannot be delivered to our Intensive
Franklin Regional Hospital gift shop is located in the main
lobby, and offers gifts, cards, jewelry magazines, flowers and
stamps. It is staffed by Volunteers,
and is open Monday-Friday,
9:00 a.m. - 4:00 p.m.
Lakes Region General Hospital
gift shop is located in the main
lobby, and offers gifts, cards, jewelry
magazines, flowers and stamps. It is
sponsored by the LRGH Auxiliary,
and staffed by Volunteers.
It is open Monday-Friday,
8:00 a.m. - 6:00 p.m., and
weekend hours vary.
The Franklin Regional Hospital
chapel is located on the first
floor, across from the gift shop.
It is non-denominational and
The Lakes Region
chapel is located on the first floor, near the
North elevators. It is non- denominational and open 24/7.
E-mail a Patient
Keeping in contact with family and friends is important to the
healing process. The Volunteers at LRGHealthcare make it
possible for patients at Lakes Region General Hospital and
Franklin Regional Hospital to receive email messages from
their loved ones.
Email messages will be printed out by our volunteers and
delivered to your loved one, Monday through Friday. Messages
received on Saturday, Sunday or on a holiday will be delivered
the next business day.
The mission of Volunteer Services is to enhance and increase
patient satisfaction by providing constant and positive support
to staff, patients, families and visitors of LRGHealthcare.
Do you ever wonder how patients find their way around a hos-
pital or how a beautiful bouquet of flowers magically
appears in a hospital room? Chances are a dedicated
volunteer made it happen.
LRGHealthcare volunteers are unsung heroes that willingly
give their time, talent and skills to better our organization.
They provide heart-warming care and comfort to patients,
families and staff every day.
LRGHealthcare volunteers represent many backgrounds, cultures
and age groups. You see them working in virtually every depart-
ment in the organization—fulfilling responsibilities that are vital
to our operations as an organization. You can pick
them out by the color of their coats or by the smiles
on their faces.
LRGHealthcare Care Management staff is available to
assist family members with lodging and dining needs.
Patient and visitor parking lots at LRGH and FRH are
located in front of the main buildings. Handicapped
parking spaces are located close to the front entrances.
For your convenience shuttle services are available at
the Lakes Region General Hospital campus. If your
vehicle must remain in any of our parking lots over-
night, please ask your nurse to notify our Security Department.
LRGHealthcare and all of its programs
and activities are accessible to and
useable by disabled persons, including
persons with impaired hearing and
Access features include:
Convenient off-street parking designated
specifically for disabled persons.
Curb cuts and ramps between parking
areas and buildings.
Level access into first level with elevator
access to all other floors.
Fully accessible offices, meeting rooms, bathrooms, public
waiting areas, cafeteria, patient treatment areas, including
examining rooms and
A full range of assistive
and communication aids
provided to persons with
impaired hearing, vision,
speech, or manual skills,
without additional charge
for such aids.
Some of these
Qualified sign language
interpreters for the deaf.
A twenty-four hour (24) telecommunication device for deaf (TTY/
TDD) which can connect the caller to all extensions within the
facility and/or portable (TTY/TDD) units for use by hearing or
speech impaired patients/clients.
Readers and taped material for the blind and large-print materials
for the visually impaired.
Flash cards, alphabet boards and other
Assistive devices for persons with
impaired manual skills.
We also offer translation services through
a language line or the services of an
interpreter for our patients who require
foreign language translation.
If you require any of the aids listed above, please call the Director of
Medical Safety and Healthcare Management at 527-2934. =
Paying for Hospital Services
At LRGHealthcare, we understand that paying for hospital services
can be challenging. But cost should not stop anyone from getting
the healthcare they need. For that reason, we have
a number of programs in place to help you access
and pay for the healthcare you need.
After you leave the hospital, LRGHealthcare will
bill all primary insurance carriers. Additionally,
our Patient Financial Customer Service Depart-
ment will assist you with the status of claims that
have been filed with your insurance company. Please
remember that even if you are covered by insurance,
you are responsible for payment of any part of your
bill insurance does not cover. It is your obligation to
fulfill the requirements of your insurance plan.
For your convenience we now offer bill pay online
services. We also offer a number of different financial
assistance and referral programs to meet the needs of
If you have questions, please contact our Patient Customer &
Financial Services at 527-2864.
HealthLink and Healthcare Financial Counseling –
Who Are We?
HealthLink is our community’s front door to
healthcare information and resources. It is an
information and referral system that provides
healthcare financial counseling and access to
medical, dental, wellness, and prescription
services for those in financial need.
HealthLink is a partnership between
LRGHealthcare, local physicians and
medical providers, and area service
agencies. Since our creation in 1993, we
have helped to connect more than 23,400
people in the Lakes and Three Rivers
regions to the services they need, both
locally and through programs such as
Medicaid, Medicare, Healthy Kids,
and services available to
veterans through the Veteran’s Administration.
HealthLink is for Everyone
Whether you are new to the area, seeking infor-
mation on available healthcare options, in need
of healthcare financial counseling, or just need
help finding answers to your health insurance
questions, HealthLink can help.
...Connect you with a financial counselor who can help you
determine which local services you may be eligible for and whether
you may be eligible for low-cost health care services; help connect
you with local resources; and help you work towards better health.
Provide you with healthcare financial counseling including
information about discounted rates and payment plans. If you
live in the Lakes or Three Rivers regions and you need assistance
accessing healthcare programs or services, please call HealthLink
today. HealthLink is for everyone.
HealthLink Care Management: HealthLink’s care managers are
a vital part of our ability to meet your healthcare needs. Our staff
will meet with you one-on-one, and will get to know you and your
personal healthcare needs. Your care manager will work in
ongoing partnership with you to help you access the care and
services you need.
Based on your needs and circumstances,
your care manager may:
Guide you through the process of identifying
services for which you may be eligible and help
you fill out necessary paperwork.
Provide information on LRGHealthcare’s
programs and other local resources and assist
you in accessing those services.
Help you find answers to your healthcare
Assess and identify any barriers to wellness you may
face, and provide the support you need to help you
achieve a healthy lifestyle.
Our care management staff’s role goes well beyond
serving only HealthLink members. Our belief is
that many people, whether they have insurance or not,
could benefit from care management services.
In addition to HealthLink Care Management, we also
offer many other free care management programs to
residents in our service area, including:
Community Care Management for people who require care
management services but do not qualify for HealthLink.
VetLink Care Management to help Veterans in our community
access and understand the VA system.
HealthLink: HealthLink’s main office is located in Laconia, but we
also offer services through HealthFirst in Laconia, Franklin and at
Franklin Regional Hospital.
HealthLink Annex, 577 Main Street, Laconia, New Hampshire
(603) 527-7171 Toll free: 1-866-970-LINK (5465).
statementLakes Region General Hospital, Franklin Regional Hospital, and
our affiliated providers and services are committed to providing the
highest quality of care to every patient. That commitment requires
an aggressive ongoing quality assessment and improvement effort.
While our hospitals, providers, and staff have earned excellent
marks for patient care and safety, we believe that there’s always
room for improvement.
Some people may equate the need for a quality program with a
quality problem, but that would be a mistake. The only constant
in healthcare is change, and new technologies and advancement
constantly bring the development of new best practices. Our
quality improvement efforts ensure that our practices and hospitals
continue to evolve with the latest medical research.And quality is not just about medical care; it also involves the
experience of the patient. Customer service is an important part
of LRGHealthcare’s quality improvement efforts. We want every
patient who walks through our doors to have the best possible
We value you, our patients, and we are always striving to im-
prove and enhance the care we provide to you and your loved
ones. LRGHealthcare welcomes your comments, questions, and
concerns. If you have questions about our quality program, or any
of our ongoing initiatives, call the Director of Medical Safety and
Healthcare Management at 527-2934 or visit www.lrgh.org
Lakes Region General Hospital
80 Highland Street, Laconia, New Hampshire 03246
Franklin Regional Hospital
15 Aiken Avenue, Franklin, New Hampshire 03235