Important Information for Patients & Visitors (2024)

Helping You Find Lost Items

We do our best to assist patients and visitors in locating items they may have left or misplaced while at Parkwest Medical Center. If you want to inquire about an item you cannot find, you can do so by calling865-373-2905 or filling out our online request form here. Calls will only be returned if we need more information about the lost item, or if we have found your item(s).

Here is a list of items that are not accepted in our lost & found:

• Blankets
• Pillows
• Soiled clothing
• Items with bodily fluids on them
• Perishable items
• Tobacco and alcohol products
• Medications without patient names
• Prescription medications with proper labels will be turned into the pharmacy and kept for at least 30 days before medications are discarded.
• Any items considered hazardous
• Items considered to be weapons will be turned in to Security.

Important Update: Effective November 13, 2023, all requests for medical records will be processed through Covenant Health’s Centralized Release of Information Department. See complete details here.

Phone: 865-374-5269

Medical Records, or Health Information Management (HIM) as it is now known, is responsible for your complete medical record once you have been discharged from the hospital. Medical records are kept on site, either in their original form or in a digital format.

Office hours are 7:30 a.m. to 4 p.m. Monday through Friday.

If you need a copy of your medical record, please call 865-374-5269. You can also chat live with a representative about your medical record request by selecting the chat feature in the lower right corner of our website.

Looking for a copy of your birth certificate?

For those born at Parkwest Medical Center, who are wanting to obtain copy of your birth certificate, please note that we do not keep copies of birth certificates on our premises. Original certificates are all sent to the state for filing. You can contact the Tennessee Vital Records department either by phone or mail (info below) and they will send you a copy. Certain fees may apply.

Tennessee Vital Records 421 5th Ave. North Central Services Bldg., 1st Floor Nashville, TN 37247 615-741-1763

Phone: 865-373-1633

If you have a problem and are not sure who can help, please call our patient representative. Our patient representative is your link to the medical center’s staff and can help with many matters concerning your hospital stay. She is available to answer questions, hear suggestions, and respond to your concerns.

To speak with a patient representative, call 865-373-1633, Monday – Friday, 8:30 a.m. – 5 p.m. You may leave a message after hours, or the hospital operator (dial “0” if you’re in-house) will direct your call to an appropriate person any time you have an immediate concern.

The patient representative or your nurse can also assist you with obtaining the services of a notary public, information about organ/tissue donation, translators, disability services, and other patient/family needs.

Patient Rights are rights that can be exercised by the patient, or the patient’s designated representative, as appropriate. Parkwest Medical Center wants you to have the best possible care. We want you to know what your rights are as a patient, as well as what your obligations are to yourself, your physician and the hospital. We encourage you or those who represent you to talk openly to those involved in your care.

Non-Discrimination

Individuals shall be accorded impartial access to treatment and available or medically indicated accommodations, regardless of race, color, ethnicity, culture, language, creed, sex, national origin, disability, age, sexual orientation, gender identity/expression, or socioeconomic status.

As a patient, you have a right to:

• Quality care provided by competent personnel in a considerate, respectful, and safe environment.
• Respect for your cultural and personal values, beliefs and preferences, and to exercise your religious and cultural practices (including religious and spiritual services), as long as they do not interfere with diagnostic procedures or treatment.
• Have your personal privacy respected consistent with the care prescribed for you. Communications with staff and records pertaining to your care, including the source of payment for treatment, shall be kept confidential consistent with applicable law.
• Actively participate in decision making and in developing and implementing your treatment, plan of care and discharge plan.
• Access, request amendment to, and obtain information on disclosures of your medical records in a timely manner.
• Make informed decisions about your care, including requesting consultation or second opinion from another physician, or requesting transfer to another facility. This includes receiving information, explanations, consequences, and options needed to make an informed decision and to request or refuse treatment.
• Be free from unlawful discrimination, mental or physical abuse, or harassment and be treated in a respectful manner supportive of your dignity.
• Create an Advance Directive and have it honored to the extent of the law. Information on Advance Directives is available upon request.
• Be informed of circ*mstances in which your Advance Directive will not be followed.
• Request and receive a complete explanation of our charges and your bill.
• Name a designated family member or personal representative you trust to act as your surrogate decision maker.
• Know the name and professional status of the persons responsible for your care.
• Be free from seclusion and restraints, except as medically necessary and consistent with applicable law.
• Hear from your physician(s) and other provider(s), in a language that you understand, your health status including diagnosis and prognosis, the treatment prescribed, and any follow-up care instructions.
• Receive effective communication. Free aids and services are provided such as qualified language interpreters, written information in other formats (large print, audio, accessible electronic format, etc.), and information written in other languages. If these services are needed, please inquire at the registration desk or by contacting the Administrative/House Supervisor by contacting the facility operator by dialing “0”
• Have a family member (or other representative of your choosing) and your own physician notified promptly of your admission to the hospital.
• To ensure effective communication with patients and their companions who are deaf or hard of hearing, we provide appropriate auxiliary aids and services free of charge, such as sign language and oral interpreters, video remote interpreting services, TTY or relay services, note takers, written materials, and televisions with caption capability. Please ask your nurse or the Administrative/House Supervisor for assistance. You can contact the Administrative/House Supervisor by calling your facility’s operator at “0” or 865-373-1000. The operator will page the Administrative/House Supervisor to assist you. The hospital will provide patients and their companions who require auxiliary aids or services with such assistance throughout the patient’s time at the hospital as requested by the patient.
• Covenant Health hospitals respond to complaints and grievances in a timely and respectful manner. You can contact the Administrative/House Supervisor at any time to resolve a concern about effective communication by calling your facility’s operator at the number above (voice or TTY). The operator will page the Administrative/House Supervisor to assist you. You may also file a grievance with the hospital and have your grievance reviewed and resolved by the Grievance Committee in a timely manner, usually within 7 days. A grievance form (“Patient Grievance Document”) is available to document your concern. The hospital will provide a written response to all grievances. For additional information or to file a grievance, contact the facility’s Administrative/House Supervisor or the facility’s Patient Representative.
• Appropriate assessment and management of pain.
• Not to be transferred to another facility unless you have received a complete explanation of the need for the transfer and of the alternatives to such a transfer and unless the transfer is acceptable to the other facility.
• Have ethical concerns about your treatment of care appropriately addressed. For specific concerns or further information, call the Patient Representative at 865-373-1633 or page the Administrative Supervisor through the Operator “0.”
• Be informed by practitioner (or delegate), prior to discharge of any continuing health requirements.
• Expect upon discharge, there will be a smooth “hand-off” transition to post-hospital care.
• Receive visitors whom you designate, including, but not limited to, spouse, domestic partner (including same-sex domestic partner), another family member, member of clergy, chaplain, minister, faith leader,or friend. You or your designated representative have the right to withdraw or deny visitors at any time. A family member, friend, or other individual may be with you for emotional support during the course of your stay. In addition, individuals with disabilities have the right to be accompanied by a support person in specific situations. The right to a support person is separate from the right to visitors.
• Express a complaint or concern about your care with your physician, nursing manager, or supervisor. Any staff member can help you start this process. Most complaints have obvious causes that can be
  resolved to your satisfaction by discussing this with appropriate hospital personnel or your physician.
• File a grievance with the hospital and to have your grievance reviewed and resolved by the Grievance Committee in a timely manner, usually within 7 days. A grievance form (“Patient Grievance Document”) is available to document your concern. The hospital will provide a written response to all grievances. For additional information or to file a grievance contact the Patient Representative at 865-373-1633.
• If you are an inpatient Medicare beneficiary, to receive a notice of discharge and non-coverage rights and to file complaints related to quality of care, coverage, or premature discharge with the appropriate Utilization and Quality Control Quality Improvement Organization. The hospital will assist you with referring such complaints.
• File a grievance related to unlawful discrimination. To file a discrimination grievance, submit the grievance in writing to Covenant Health Non-Discrimination Coordinator, Covenant Health Integrity Compliance Office, 3003 Lake Brook Boulevard, Suite 102, Knoxville, TN 37909, or the Centralized Case Management Operations, U.S. Department of Health and Human Services by email:
  [emailprotected]. File a complaint electronically via the OCR Complaint Portal at: http:/ www.hhs.gov/ocr
• Parkwest Medical Center is a Joint Commission-accredited facility. Anyone who has concerns about the safety or quality of care at an accredited organization may share those concerns with The Joint Commission:
  • At www.jointcommission.org, using the “Report a Safety Concern” link in the “Connect With Us” section on the home page of the website
  • By mail to The Office of Quality and Patient Safety (OQPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181
• File a grievance with the Tennessee Department of Health regardless of whether you have first used the hospital’s grievance process. The department may be contacted by calling 877-287-0010 or by writing to: Tennessee Department of Health, Bureau of Health Licensure and Regulation, Division of Healthcare Facilities, 665 Mainstream Drive, Second Floor, Nashville, TN 37243.

While the hospital recognizes that you have rights which should be protected and appropriately cared for, it also recognizes that you, your family/representatives and visitors have certain responsibilities to assist the hospital to appropriately care for you during your hospital stay.

As a patient, you are responsible to/for:

• Share complete and accurate medical history and information.
• Cooperate in your care and ask questions if you do not understand your care, treatment or service or what you are expected to do.
• Actively participate in your care and follow instructions and medical orders.
• Respect the needs, rights, and property of other patients, family members, and caregivers.
• Advise your nurse, physician, and/or Patient Representative of any dissatisfaction you may have regarding care.
• Report unexpected changes in your condition or perceived risks in your care to the responsible practitioner.
• Express any concerns about your ability to follow the proposed plan of care or course of treatment.
• Meet your financial obligations associated with your care.
• Your actions if you refuse treatment or do not follow the practitioner’s instructions.
• Cooperating with the hospital visiting rules and regulations which are to protect the rights of individual patients and others in such areas as privacy, confidentiality, and a safe environment.
• Personal valuables/possessions that you maintain during your stay that have not been deposited with facility for safekeeping and for which receipt has been issued.
• Supporting mutual consideration and respect by maintaining civil language and conduct in interactions with staff and licensed independent practitioners.

For your convenience, free, high-speed wireless Internet access is available throughout Parkwest Medical Center.

Your user device should automatically detect our Wi-Fi when the device scans for wireless networks. To use our Wi-Fi, connect to the “Covenantguest” network. The password is “covenant.”

Disclaimers:

1. Parkwest Medical Center and Covenant Health will not be held responsible for any computer viruses obtained through the network.
2. Parkwest Medical Center is not responsible for providing technical support associated with the network.

Advance directives are legal documents that describe your treatment preferences in end-of-life situations. These legal documents give voice to persons who are unable to speak for themselves. Unexpected end-of-life situations can happen at any age, so all adults should have advance directives in place. Having written instructions can help reduce confusion or disagreement. Anyone age 18 or older may prepare advance directives.

Living will. This written, legal document spells out the types of medical treatments and life-sustaining measures you do and don’t want, such as mechanical breathing (respiration and ventilation), tube feeding or resuscitation. In some states, living wills may be called healthcare declarations or directives.

Medical Power of Attorney (POA). The medical POA is a legal document that designates an individual – referred to as your healthcare agent or proxy – to make medical decisions for you in the event that you’re unable to do so. A medical POA is sometimes called a durable power of attorney for healthcare. However, it is different from a power of attorney authorizing someone to make financial transactions for you.

Do Not Resuscitate (DNR) Order. This is a request to not have cardiopulmonary resuscitation (CPR) if your heart stops or if you stop breathing. Advance directives do not have to include a DNR order, and you don’t have to have an advance directive to have a DNR order. Your doctor can put a DNR order in your medical chart.

Parkwest Medical Center is obligated to provide you information regarding your rights to make decisions concerning healthcare, including the right to accept or refuse medical or surgical treatment, even if that treatment is life sustaining. The Living Will and Durable Power of Attorney for Healthcare forms are available to you by contacting the Patient Representative at 865-373-1633; the Chaplain at 865-373-1630; or, after 5 p.m., you can reach the Nursing Supervisor from within the hospital by dialing 0.

Parking & Directions

Parkwest Medical Center is located at 9352 Park West Blvd, in Knoxville.

Patient Greeting Cards (electronic)

Send an e-card to a current patient in our facility. Cards are printed and delivered to patients by hospital volunteers Monday – Friday, 8 a.m. – 4 p.m.

Send an e-Card

Telephone Directory

If you can’t find the number you’re looking for, please call the hospital operator at 865-373-1000 (or 0 if you’re in the hospital). Patient rooms may be reached by dialing 865-373-4+the patient room number. If the patient is in the Dogwood tower (room numbers that are 4 digits) dial 865-373+room number.

Telephone Directory

ATM Locations

ATMs are located inside the vending room off of the Boulevard Bistro on the Lower Level of the Riverstone Tower.

Interactive Campus Map

The Boulevard Bistro is a food court-style cafeteria located on the lower level of Parkwest Medical Center. It offers a daily variety of hot and cold menu items. This week’s current menu.The venues in the Boulevard Bistro include:

Café

• Breakfast: 6:30 – 10 a.m.
• Lunch: 10:45 a.m. – 2:30 p.m.
• Dinner: 4:30 – 7 p.m.
• Late night (Monday through Friday): Midnight – 2 a.m.

Grill

Monday – Friday, 8:30 a.m. – 4 p.m. and 9 p.m. – 5:30 a.m.

Spice Event

Monday through Friday: 10:45 a.m. – 2 p.m.

Salad Bar

11 a.m. – 4 p.m.

On-the-Go

24-hour Grab-and-Go (specialty salads and sandwiches)

Java Spice Café (upstairs off the Main Lobby)

Starbucks Coffee is available in the main lobby at the Java Spice Café, Monday – Friday, 6:30 a.m. – 5 p.m.

Crux (located in Dogwood Tower Lobby)

Starbucks Coffee and other treats including breakfast sandwiches and grab and go items are available in the Dogwood Tower Lobby, Monday – Friday, 5:30 a.m. – 3 p.m.

Guest Meals

Guest trays for visitors may be purchased with the cashiers in the Bistro (Lower Level) for $5. Selections are the same as general unit patients receive, and the trays are delivered to the room at the patient’s mealtime.

Phone: 865-373-1801

Please safeguard your valuables while you are in the hospital. The hospital cannot be held responsible for the loss of money or other valuables kept in your room.

Please do not bring valuables with you to the hospital. If possible, send them home with a family member. Eyeglasses, contact lenses, hearing aids, and dentures should be kept in protective containers when not in use. Please do not wrap in tissue, paper towels, or pieces of hospital linen.

Parkwest Medical Center security officers are duly commissioned Knox County Deputy sheriffs. Security is maintained 24 hours a day, 7 days a week for patients, visitors, and staff. You are encouraged to report crimes or suspicious activity to security as soon as possible. Parkwest’s security office is located adjacent to the emergency care center and can be reached by calling 865-373-1801, or dial “0” for the operator from within the hospital.

A security escort service is available 24-hours a day. From within the hospital, simply dial “0” or notify your nurse if a visitor or family member would like an escort to the parking area.