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VIETNAMESECHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số1-888-484-2869PORTUGUESE (EUROPEAN)ATENÇÃO: Se fala português, encontram-se disponíveis serviços linguísticos, grátis. Liguepara 。請致電1-888-484-2869。FRENCHATTENTION : Si vous parlez français, des services d'aide linguistique vous sont proposésgratuitement. Appelez le 1-888-484-2869.TAGALOGPAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulongsa wika nang walang bayad. Tumawag sa 1-888-484-2869.RUSSIANВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услугиперевода. Звоните 1-888-484-2869.ARABIC ) رﻗﻢ 1-888-484-2869- ﻣﻠﺤﻮظﺔ : اﻟﻠﻐﺔ اذﻛﺮ ﺗﺘﺤﺪث ﻛﻨﺖ إذا ، ﺑﺎﻟﻤﺠﺎن ﻟﻚ ﺗﺘﻮاﻓﺮ اﻟﻠﻐﻮﯾﺔ اﻟﻤﺴﺎﻋﺪة ﺧﺪﻣﺎت ﻓﺈن . ﺑﺮﻗﻢ اﺗﺼﻞ 1.(1-888-484-2869- واﻟﺒﻜﻢ اﻟﺼﻢ ھﺎﺗﻒ : 1ITALIANATTENZIONE: In caso la lingua parlata sia l'italiano, sono disponibili servizi di assistenzalinguistica gratuiti. Chiamare il numero 1-888-484-2869.GERMANACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachlicheHilfsdienstleistungen zur Verfügung. Rufnummer: 1-888-484-2869.KOREAN주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1-888-484-2869번으로 전화해 주십시오.POLISHUWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej.Zadzwoń pod numer 1-888-484-2869.GUJARATI8Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.

: , : . 1-888-484-2869.THAIเรียน: ถ �ณสามารถใช �างภาษาได ้ฟรี โทร 1-888484-2869.Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.9

The Team Approach to CareNo single person can provide for all the needs of hospice patients and their families.Therefore, hospice care is provided by a team of people, with different specialties,working together. This provides a comprehensive and responsive form of care,benefiting both the patient and family. The team consists of the following members,all of whom (excluding volunteers) are paid professionals:Attending Physician: The patient's primary physician, also known as the attendingphysician, is a key member of the hospice team. The attending physician assumesresponsibility for medical management of the patient's treatment throughout his orher stay in the hospice program.Clinical Medical Director: The Clinical Medical Director is a physician with specialeducation, interest and expertise in care of the terminally ill. He/she is employed fulltime by Avow and is available to serve as attending physician for any patient whoreceives hospice services. The Clinical Medical Director or a member of the medicalteam visits patients in the home, nursing home, or hospital; visits can also berequested by the patient, family, nursing staff or other physicians.Nursing Staff: Avow nurses visit the patient at home and in assisted living or skillednursing facilities. The visit schedule depends on patient and family needs. Avownurses are experts in assessing and managing symptoms. They keep the primaryphysician informed about the patient's condition and teach the family how to care forthe patient.Social Workers: a social worker is assigned to each patient and family in Avow’shospice services program. With any life-limiting illness, it is normal to experiencegrief, anger, frustration and depression. A very important role of the Avow socialworker is to help family and friends express and understand the many challengingissues that may arise when a loved one has a terminal illness.The Avow social worker can act as liaison or advocate when other communityagencies are needed. They are trained to respond in unique situations and will workwith the patient and family to enhance the quality of life.Hospice Aides: The hospice aide is available to assist patients with personal hygienesuch as showers, baths, shampoos and linen changes. The frequency of visits is basedon the the patient’s medical needs.Hospice Chaplains: Spiritual care is offered as an optional service to each patientand family by Avow clergy. Avow’s spiritual care is provided by clinically trainedchaplains who can relate to the diverse needs of each patient and family. Avow10Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.

chaplains also work cooperatively with a family's local clergy to supplement thespiritual care requested.Complementary Therapists: In keeping with our promise to help patients reachtheir goals of physical, emotional and spiritual comfort, we offer complementarytherapies. Our massage therapists, music therapists and Reiki practitioners visitpatients in their homes, nursing facilities and Avow’s Frances Georgeson HospiceHouse.Volunteers: Avow has trained volunteers who provide respite and companionship topatients and their families. If you’re interested in having one of our friendly volunteerspay a visit, call us at 239-261-4404 and ask for the Volunteer Department. If possible,please call at least 48 hours before you would like the volunteer to visit.After Hours Advice and AssistanceThe administrative offices at Avow are open five (5) days a week, from 8:30 a.m. to5:00 p.m. to assist you or answer your questions.In addition, a hospice team (a physician, nurse, family support, and administrator) isavailable twenty-four hours a day/seven days a week (24/7). If an unexpected changein the patient's condition occurs, or new problems arise, you may contact us at 239261-4404. Give the staff member your name, the patient's name and phonenumber. The staff member will notify the on-call nurse (if you haven’t reached the oncall nurse directly) who will return the call within 15 minutes. If you have notreceived a call within this time frame, please call again.In the event that you are unable to get an answer through our main number, youmay use this alternate number 239-280-2271.If the County is in an Emergency Management Mode, for example a hurricanewarning, and you cannot reach us on any of the above numbers, please dial 239-2634194 or 239-263-4237.Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.11

Volunteer Program GuidelinesAvow Volunteers are a dedicated group of individuals who share their time, talents,and compassion with the patients and families served by Avow. Like Avow staff,volunteers are required to uphold the organization’s code of professional conductwhich ensures that all patient/family contacts are documented, recorded, and are inaccordance with the patient’s plan of care.Volunteers DoProvide companionshipPrepare snacks, light mealsAssist with clerical tasksRead to patientsWrite letters for patientsTransport patients (if appropriate)Provide haircuts in homes and facilities (licensed hairdresser volunteers)Bring their trained pets to visit patientsProvide hand aromatherapy (gentle hand treatment combined with essential oils)Volunteers Don’tAdminister medications or vitaminsLift or move patientsProvide hands-on physical carePatient and Family Responsibilities All volunteer requests are to be made through the Volunteer ServicesDepartment by calling Avow at 239-261-4404.Families who request volunteers are asked to make the request at least 48hours prior to the date of the desired service.The request should be specific in nature and include an estimated timeduration.If you (the family member) find that you will be unavoidably detained from returningby the designated departure time of the volunteer, please call the volunteer to notifythem of the delay.If you find that scheduled volunteer services are in fact not needed, please notify theVolunteer Department as soon as possible.Because volunteers are providing a service on behalf of Avow, they are not permittedto accept money, gifts, or social invitations. They are also not permitted to give outtheir phone number. We ask that you respect our policy and refrain from making any12Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.

such offers or requests to our volunteers.Hand AromatherapyHand Aromatherapy utilizes a therapeutic combination of aromatherapy and light,soothing touch to the patient’s hands. Through a series of gentle, gliding, repetitivemovements, pure essential oils are introduced through direct application to the skin.Hand Aromatherapy, provided by trained volunteers, is designed to naturally promotea more relaxed physical and emotional state.Respite VolunteersAvow can arrange for trained volunteers to visit your home for short periods of timeto provide caregivers a break to enjoy a hobby, run errands, etc. You can arrange fora volunteer to visit on a regular or as-needed basis by contacting the Avow VolunteerDepartment at 239-261-4404.Note: Volunteers may not administer medications, lift or move patients or providehands-on medical care.Complementary TherapiesIn addition to prescriptive medical services provided by Avow, patients may takeadvantage of a variety of complementary therapies that further enhance comfort.Offerings include:Massage TherapyMassage therapy in hospice care is the use of gentle, nurturing touch to complementthe traditional means of coping with the multidimensional pain associated withterminal illness. Our licensed massage therapists manipulate the soft tissue structuresof the body through various techniques, with the goal of alleviating pain, discomfort,muscle spasms, stress and anxiety, and improving one’s overall sense of well-being.In addition, massage is used to relieve edema (swelling), insomnia, restlessness,constipation and nausea. The massage therapist assesses the patient’s needs at eachvisit and then determines the most appropriate combination of techniques tosuccessfully address those needs.Music TherapyMusic plays a significant role in the human experience and can become even moremeaningful at the end of life. People find meaning and a sense of connection whenexperiencing music, regardless of age, culture, personality, intellect, emotional orphysical state. Our music therapists are board certified clinicians who facilitates thisconnection using a variety of individualized interventions. Music therapy may includethe singing or playing of live music for and with a patient, songwriting, music withAvow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.13

imagery for relaxation, song lyric interpretation and life review with music. Theseinterventions are designed to reduce isolation, depression, anxiety and pain; provideopportunities for non-verbal or verbal expression of feelings; and improve copingability and emotional well-being, all within the context of a supportive, therapeuticrelationship.Reiki (pronounced “ray-key")Reiki is a Japanese word meaning “universal life energy.” The belief of many ancientcultures, also supported by current research, is that energy extends throughout andbeyond the physical body. It is believed that disruptions to or imbalances of theenergy flow within the body correlate to illness and distress. The purpose of Reiki isto align the universal energy with one’s individual energy. The art of delivering Reikiaddresses both chronic and acute conditions by promoting balance among all thebody systems. By gently placing the hands upon different areas of the patient’s bodyfor several minutes at a time, the Reiki practitioner serves as a channel of energy flowfrom the universal life energy to the individual. Reiki provides a deep relaxationexperience, a heightened sense of well-being, release of muscle tension and relieffrom anxiety and depression. In addition, Reiki is effective in reducing pain.Specialty ConsultsPhysical Therapy, Occupational Therapy, Speech Therapy, and Dietary CounselingFor some patients, a short course of physical therapy, speech therapy, occupationaltherapy, or dietary counseling improves quality of life and brings comfort.Therapy services ordered by the attending physician as determined to be appropriateby the Avow Medical Director are arranged and paid for by Avow. The services areprovided through licensed, contracted professionals.Durable Medical Equipment (DME)Avow Hospice provides durable medical equipment (DME) necessary to assist patientsin achieving therapeutic benefits and to enhance activities of daily living, through alicensed contracted vendor. For these purposes Avow has secured the services ofSoutheast Hospice Equipment Company (SHEC), an equipment company, which willprovide equipment rental on a temporary basis to meet the patient’s and family’sneeds while the patient is receiving hospice services with Avow.SHEC will provide and maintain the equipment for the duration of the patient’s stay atAvow, and the equipment must be returned to the equipment company when Avowhospice services are discontinued.14Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.

To promote safe, effective, and responsible use of DME, Avow patients and theirrepresentatives must comply with the intended use and purpose of the equipmentprovided for the duration of services and must respond to SHEC’s request tocoordinate pick-up of the equipment when services are discontinued.Please note these important notices regarding any DME provided by SHEC:1. DME provided to a patient either upon admission to Avow or while the patient isreceiving hospice services from Avow Hospice Inc. is the property of and isowned by SHEC.2. DME provided to the patient while receiving hospice services at Avow is onlyintended to be kept and used for the duration of the patient’s stay with Avowand must be returned to its proper owner, SHEC, upon discontinuation ofhospice services.3. Patients/representatives are responsible for responding to SHEC’s request forcommunications to coordinate pick up of the equipment and to ensure that theequipment is returned.Admission, Discharge and Care LocationsHospice care is provided through an agreement between the Avow staff, the patient,the person or persons providing the day-to-day care (caregivers) and the patient'sphysician.Admission to Avow hospice services is voluntary. During an admission interview,patients sign an informed consent to participate. Avow then develops the plan of carewith the patient and family.Sometimes patients leave the Avow program. This may occur if the patient's diseasegoes into remission and the patient is no longer considered to have a life-limitingillness; if a patient moves out of our service area; or if the patient elects to bedischarged from Avow’s program. When a patient moves, Avow can make a referralto another hospice program in the patient’s new home city, if one is available.Avow delivers care anywhere, including private homes, nursing homes, assisted livingfacilities, our inpatient facility and hospitals within our service area.Hospice Care at HomeHome a familiar and loving place where we feel secure, well cared for, and at peace.Home includes a home residence, a nursing home or an assisted living facility. MostAvow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.15

people would prefer to spend their last days at home, surrounded by people andthings they love. Avow is dedicated to making this goal a reality.In this setting, the Avow team of nurses, physicians, social workers, chaplains,hospice aides and bereavement staff provide education and support to patients andtheir families. Avow’s professional staff and volunteers, if requested, visit regularly togive care and comfort, answer questions, and make each day as full of life aspossible. Complementary Therapies such as music therapy, or therapeutic massageand Reiki, are also offered to patients living at home.Patients may reside in an assisted living or skilled nursing facility for a variety ofreasons, and Avow does provide hospice services to these individuals. The Avowteam that provides care in this setting works closely with facility personnel tocoordinate all aspects of care.Inpatient Hospice CareInpatient services are available for those that meets the Medicare requirements for aGeneral Inpatient Level of Care. These settings are designed to be home-like; thereare no visiting hours so family members and friends can come and go as they please.Members of the medical team and nurses care for the patient around the clock.Additional services include social work, chaplains, aides, bereavement counselors,complementary therapies and volunteers.Avow offers inpatient services in Collier County at Frances Georgeson Hospice House.General inpatient care is ordered by our medical director for short term symptommanagement and in time of symptom crisis. Our hospice house is located at 1095Whippoorwill Lane, Naples, FL 34105. When entering the property, drive straight backpast the administration buildings and past the lake on your left. The hospice house islocated at the rear of the property.Typically, patients come to a hospice house for a limited stay to obtain 24-hourskilled nursing care. (See inpatient admission agreement criteria.)Avow patients covered by Medicare or Medicaid (or selected commercial insurers) maybe admitted to Georgeson House for short-term care for pain control or symptomManagement. This level of care is a short-term solution to a crisis. Patients receiveintensive nursing, social work support and medical care to alleviate the situation thatprompted the admission.Some reasons for inpatient admission are:Pain requiring: complicated technical delivery of medication administration frequent evaluation by a nurse16Avow is available 24 hours a day and 7 days a week. Call 239-261-4404.If you are unable to reach us at any time, please call us at 239-280-2271.

frequent medication adjustmentsSymptom changes: requiring intensive nursing intervention respiratory distress that cannot be relieved at home complex wound care requiring intense, frequent and complicated dressingand treatment careThe length of the stay is governed by medical necessity andMedicare/Medicaid/commercial insurer guidelines.Inpatient Respite CarePatients being treated under the Medicare Hospice or Medicaid Hospice Benefit havethe option of being cared for in a Hospice House or an approved skilled nursingfacility for up to five days to provide caregivers a break from care, just ask a memberof your Avow team to arrange this option for you and your loved ones.Patients admitted for a respite stay will receive around the clock care by skillednursing staff. When the stay is complete, the patient returns home and continues toreceive care from their original Avow home care team. The respite benefit may beused as many times as needed, but for a maximum of five days each time.Hospital AdmissionOne of the goals of Avow is to enable patients to remain at home, surrounded by theirloved ones. I

Compliance and Risk by mail at Avow Hospice 1095 Whippoorwill lane, Naples FL. 34105; by telephone number at (855) 348-4998; or via the website using NAVEX Global at www.avow.ethicspoint.com. If you need help filing a grievance, contact any member of your care team, who are availabl