Your Stay at King Edward VII Memorial Hospital
Welcome to King Edward VII Memorial Hospital (KEMH). Your safety, comfort and care are our priority while you are with us. I hope this information will help you during your stay.
KEMH is fully accredited by Accreditation Canada. Evaluating ourselves against accreditation standards enables the hospital to meet the highest standards of patient care. We are strongly committed to our mission to continuously strive to deliver the highest quality and safest care to our patients every day.
Should you have any questions about your care or experience with us, please do not hesitate to ask a member of our staff or one of our volunteers. We value your comments and suggestions on ways we can continue to improve patient care and patient services.
Click on the links below to download handbooks for the Mid-Atlantic Wellness Institute.
KEMH Patient Handbook | Bermuda Hospitals Board
Welcome to King Edward VII Memorial Hospital
Our Vision Mission & Values
Our Vision
To pursue excellence through improvement, to make Bermuda proud.
Our Mission
To continuously strive to deliver the highest quality and safest care to our patients, every day.
Our Values
Patient-Centred Care: Putting the patient at the centre of what we do
Respect: Being kind, compassionate and above all, promoting equity and valuing diversity
Ownership of successes and failures: Learning as much from our failures as our successes
Unity: Teams within teams having a unified purpose
Delivery of Excellence: Continuous improvement, every day
Our Privacy Practices
Bermuda Hospitals Board has in place Confidentiality and Release of Medical Information Policies and Procedures that safeguard the disclosure of personal information about anyone who is cared for at our hospitals. The Confidentiality Policy is taken extremely seriously by the Board in the interests of protecting the private information of its patients and staff.
Our Service Standards
Our eight Organisational Service Standards are a BHB promise: We are committed to practicing excellence in customer service. We take pride in meeting and surpassing the expectations of patients, families, physicians, volunteers, vendors and each other. And we will honour the trust placed in us by treating everyone with dignity and respect.
Patient Bill Of Rights
We want you to know your rights at BHB and what we expect from you (your responsibilities). We encourage you to be an active partner in your care. This means we want you to speak openly with your health care team. We want you to ask questions and give your thoughts and opinions about your care and treatment.
Please review the patient rights and responsibilities listed below.
YOU OR YOUR DESIGNATED PERSON HAVE THE RIGHT TO:
RESPECTFUL AND SAFE CARE
- Receive treatment with respect and compassion in a safe environment.
- Receive treatment no matter who you are and where you are from. This includes how old you are, your gender identity, your faith, sexual orientation, any disabilities or illnesses you have, or your ability to pay.
- Have someone you choose contacted when you are admitted and discharged from the hospital.
- Know the names of your health care team members and what they do.
- Have your values, beliefs and wishes respected.
- Be visited by members of your religious or spiritual community.
- Get help from the Ethics Committee for difficult decisions about your care.
- Only be isolated or restrained if there is a medical or safety concern.
- Seek help outside of BHB if there has been abuse or neglect.
COMMUNICATION AND INVOLVEMENT
- Get information that is clearly understandable to you. A sign language or foreign language interpreter can be provided free of charge.
- Have your questions about your care answered in a timely manner.
- Be told about all possible outcomes of your care.
- Participate and be involved in all decisions about your care, your treatment, services provided and discharge plans.
- Share your concerns and expectations.
- Choose a person to support you. This person can be with you during your care and make decisions on your behalf if at any time you are unable to do so yourself and if you have given them that permission. The support person is not allowed to interfere with your, other patients or staff’s rights, safety or health.
- Be told fully and promptly of any adverse or unexpected safety events.
- Have your pain assessed and have your say about how to manage your pain.
- Have a second opinion.
- Refuse treatment or care
- Decide who may visit and change your mind about who may visit.
END-OF-LIFE DECISIONS
- Let us know what you would want to happen if you are unable to make decisions about your care. This can be done in an advance health directive. BHB can provide you with one to complete. If you have one, you can update date it at any time.
- Make decisions about your end-of-life care.
- Choose whether your organs are considered for donation or not.
INFORMED CONSENT
- Agree or refuse to care before it is provided or at any time during your treatment.
- Know the risks and benefits of your treatment, and any alternatives.
- Agree or refuse to be part of a research study without affecting your care. If you agree, you have the right at any time to withdraw from the study.
- Agree or refuse to allow any types of pictures, videos, or voice recordings.
PRIVACY AND CONFIDENTIALITY
- Have all communication and records about your care kept confidential, unless you say it can be shared, or if this is required by law.
- Have your privacy and confidentiality respected in care discussions, examinations and treatments.
- See a copy of your medical records and have your information explained.
COMPLIMENTS, COMPLAINTS AND GRIEVANCES
- Give your opinion, whether good or bad, about the care you receive.
- Have your complaints addressed by speaking directly with the doctor(s), ward nurse manager, department manager or a clinical director. You can also contact the BHB Patient Relations Manager at (441) 239-1425 or e-mail: feedback@bhb.bm. If you are still not satisfied, you may be referred to other community support groups.
YOU HAVE THE RESPONSIBILITY TO:
- Treat all hospital staff, other patients and visitors with courtesy and respect. Patients and visitors who do not will be removed from BHB properties and possibly banned from accessing non-emergency care services at the hospital. The police may be also involved as needed.
- Respect all individuals, no matter who you are and where you are from. We will consider individual requests (such as the gender of a caregiver) for privacy, religious, or cultural needs if it can be accommodated.
- Not share another person’s private information, if accidentally seen or overheard, with anyone.
- Let the staff know what you would prefer for your care and treatment.
- Ask questions or let the staff know if you do not understand information or instructions.
- Provide complete and accurate information, including your full name, address, telephone number, date of birth, social insurance number, insurance coverage and employer.
- Provide as complete a medical history as you can including: information about past illnesses, hospitalisations, family history of illness, medications (prescription, over-the-counter and herbal remedies) and the use of tobacco, alcohol, illegal drugs or any other substances.
- Give the hospital or your doctor a copy of your advance health directive (if you have one) or make your wishes known at the time of admission.
- Keep appointments or call in advance to cancel or reschedule an appointment.
- Leave valuables at home and only bring what you need while in hospital.
- Sign a Departure without Authorisation form if refusing to stay at the hospital.
- Pay your bills. If you are unable to do so, contact our Finance Department to set up a payment plan. The current Bermuda Hospitals Board (Hospital Fees) Regulations Schedule is posted here: Hospitals Fees & Regulations – Bermuda Hospitals Board
Patient Satisfaction Survey
Shortly after your discharge from the hospital, you may be contacted regarding a patient satisfaction survey asking for feedback about your experience with us. We encourage you to tell us how we are doing by taking a few minutes to complete the survey. Your rating and comments will help us to not only meet your needs, but to continually strive to exceed your expectations.
Executive Patient Care Team
Click here for information about BHB’s Executive Team.
Your Hospital Stay
Our goal is to help you get settled and feel comfortable as quickly as possible.
Admission Information
In the event of an accident or sudden illness, you may be admitted at any time of the day or night via the Emergency Department or as a direct admission after arrangements by your physician.
If your admission is for Same Day or Elective Surgery, a few days before your surgery you will receive a telephone call from the pre-admission department nurse to arrange for a pre-admission appointment.
During this appointment,
- You can complete laboratory tests if ordered by your surgeon
- You will meet with the pre-admissions nurse and your anaesthetist who will:
- Review instructions with you
- Identify special care needs you may have
- Talk with you about prescribed medications and allergies to medications
- Verify your arrival time for surgery
- Answer any questions you may have
Admitting Office
Someone is always available to assist you; we are open 7 days a week, 24 hours a day
Day of Admission
You will be given:
- An identification wristband with your name and BHB chart number and barcode.
Do not take the wristband off until you have been discharged from the hospital. If the wristband comes off for any reason, notify your nurse and ask for a new one.
- An Admission package and sheet of identification labels
- A Pink Admission Sheet
What to Bring on Admission
- Pre-admission package, if you received one during your pre-admission assessment
- Identification and insurance information
- All your prescription drugs and herbal remedies
- Toiletries including toothbrush, toothpaste, mouthwash, soap, powder, shampoo, deodorant, skin creams, sanitary napkins, breast pads, disposable diapers (if required)
- Hair dryer, razor
- Housecoat, slippers, underwear, socks and shoes
- Child’s favourite toy or blanket (if required)
- Money for telephone (40 calls for $20) and television ($13/day, $65/week) access
What not to Bring
- Personal electrical appliances (except hair dryer and razor)
- Valuables such as jewellery, credit cards, large sums of money or anything of sentimental value, we recommend that you keep no more than $5.00 to $10.00 at your bedside
- Alcohol
- Non-prescription drugs
- Fragrances such as perfume, aftershave, lotions, etc.
- Potted plants
Hearing aids, dentures, contact lenses and glasses must be removed before surgery.
Should you lose an item, please notify the nurse manager on your ward.
Your Room
To help you get settled, a member of the nursing staff will greet you and orient you to your surroundings. If you have any questions regarding your room, don’t hesitate to ask. If you have comments or concerns about the cleaning of your room, please call ext. 1356 or ext. 1352. A supervisor from Environmental Services will visit your room promptly.
Advance Directives
Having an advance directive helps ensure that your wishes about your health care and treatment are understood and respected when you cannot speak for yourself. It also reassures others that they are following your wishes.
The BHB supports the use of advance directives provided they are consistent with professional standards-of-care, other BHB policies and Bermuda law. This is one important way that BHB supports open and honest communication between you and the people who provide your health care.
Making an advance directive gives you the opportunity to talk about what kind of health care and treatment you want, with people who are close to you (such as your partner and family or loved ones) and people who provide your health care (such as doctors and nurses).
- For more information regarding advance directives, please contact your legal counsel.
- For documentation of patient living will and organ donation decisions, you may contact the Health Information Management Services Department (HIMS) at 441 239-1483.
Your Health Care Team
Hospitalists
While you receive treatment at KEMH, your Hospitalist will see you every day and more, if needed. As specialists in hospital care, they can call on an interdisciplinary team of other specialist physicians and allied health workers to co-ordinate your care while you are a patient.
What are Hospitalists?
Hospitalists are Internal Medicine physicians who specialize in the care of hospitalized patients. Your hospitalist team helps to provide coordinated, efficient and effective care.
Can my GP visit me in the hospital?
GPs can visit with their patients in the hospital and can discuss your care with your Hospitalist. If you are under the care of a Hospitalist, they will make the clinical decisions surrounding your care.
How is my care affected?
The Hospitalist acts as your primary care provider during your hospital stay. Because of their availability in the hospital, your care will be efficient and effective. Your GP is notified and updated regarding your hospitalisation.
Are Hospitalists available to update the family?
The Hospitalist is available to update family and patients of important results and changes. The Hospitalist also coordinates important discussions pertaining to patient care between the patient, family and all physicians involved.
What happens when I leave the hospital?
You will return to your usual GP. Hospitalists and GPs communicate so that when you are discharged from hospital you move seamlessly between the hospital and the community, and benefit from the best in both sectors.
Nurses
Registered nurses are a critical link betweenyou and other members of your health care team. Available 24 hours a day, they help communicate your needs to your other care providers, and they explain important information so that you understand your treatment and are able to participate in your recovery. Nurses assess your condition, plan and evaluate your daily care, administer medications and intravenous fluids and perform treatments.
They provide education about your medical condition and how to continue treatment after your hospital discharge. As advocates for your care and recovery and the maintenance of your health, our nurses work to ensure you receive the highest quality health care.
Pharmacists
Although you might not meet your hospital pharmacists, they are important and active members of your care team. In addition to preparing medications using the latest technology, they also monitor your therapy for effectiveness and help avoid side effects, allergies and possible interactions with drugs and foods.
Allied Health Services – Rehabilitation Experts
Your rehabilitation care team consists of Doctors (Physiatrists), Rehabilitation Nurses, Therapists (Occupational Therapists, Speech Pathologists and Physiotherapist), Cardiac Education Specialists, Dietitians and Medical Social Workers who offer a multidisciplinary approach to guide you toward the most complete recovery possible.
Our team is available to you while you are hospitalized and after your discharge. You will be assessed by our experts and together with your doctor, you, and members of your family, a course of care will be planned that is tailored to your specific rehabilitation needs.
Other Members of Your Health Care Team
There are many other professionals involved in your care, such as Lab and Diagnostic Technicians, Environmental Services staff and Food Services staff who are dedicated to ensuring your recovery and that you are comfortable during your stay.
Mealtimes
Nutritionally balanced meals are an important part of your medical care. A menu order system is used in KEMH to enable you to select your choice of meal and meet any special nutritional or dietary requirements.
If you need assistance filling out your menu request, a volunteer is available mornings to assist you.
Meals are served between the following times:
Breakfast: 7:30 am to 9:30 am
Lunch: 11:30 pm to 1:30 pm
Dinner: 4:00 pm to 6:30 pm
Snacks and hot and cold beverages are also available throughout the day.
If you require a meal after the service has ended, please inform your nurse of any concerns or requests.
Guest Meal Trays
You may order a guest tray at a nominal cost for a visitor who wishes to remain with you for a meal. Arrangements can be made through your nurse. Should you have any questions or concerns regarding the menu, your diet, or our service, please contact the Food Services Technician on extension 1615 or 441-239-1615.
Your Health and Safety
Patient Safety is a top priority at BHB. Multiple programmes have been put in place to create a “Culture of Safety.”
Patient Identifiers
While you are an inpatient at KEMH, expect our staff to check for two identifiers (usually name and birth date) in order to make sure:
- We reliably identify the patient as the person for whom the service or treatment is intended
- We match the service , surgery, medications, blood products, specimens or treatment to that individual patient
We believe that strict adherence to this policy will ensure the safest care for each patient. Please bear with us at times when the two-identifier check seems obvious and repetitious from a caregiver. If you are in a situation where someone is starting treatment or giving you medication without matching your identification band to the treatment requisition, please speak up and remind the clinician to confirm this information.
Informed Consent
Informed consent is a process of communication between a patient and physician that results in the patient’s authorization or agreement to undergo a specific medical intervention.
The Bermuda Hospitals Board requires all patients to sign a General Consent Form prior to receiving treatment. This form addresses the rights of patients to make informed decisions relating to their care, including the right to refuse or discontinue treatment.
The General Consent Form is, in effect, a permission slip from the patient to BHB granting permission to perform medical service. This may include but is not limited to: giving medications, assessments, examinations and other non-invasive procedures considered routine in providing patient care.
Patients are under no obligation to sign the General Consent Form. However, if you choose not to sign the form, it indicates that you do not want BHB to provide medical service to you.
A signed and witnessed consent form is required by law before any surgical procedure.
The physician providing or performing the treatment and/or procedure will disclose and discuss with you:
- Your diagnosis
- What procedure is to be done and why
- Risks and benefits of the procedure and the likelihood of either occurring
- Other treatment options and their associated risks and benefits
- How your information will be kept confidential
In turn, you will have an opportunity to ask questions to elicit a better understanding of the treatment or procedure, time to consider your options and to review the consent form prior to signing.
Correct Patient, Procedure, Site
All relevant medical records are reviewed by the surgical team prior to surgery. The operating surgeon then marks the site of the surgery and then a final review will be performed that provides time for any questions and concerns to be addressed.
Participating in Your Care (SPEAK UP)
You are the most important member of your healthcare team! Everyone has a role in making healthcare safe. As a patient, you can make your care safer by being an active, involved member of your healthcare team.
- Make a list of questions for your care team so you will remember to ask them.
- Make sure you can see and hear well when your care team is answering your questions. Ask a relative or friend to be with you if you think this will help you understand and remember the answers.
- Make sure you receive the results of any test or procedure.
- Ask for explanations of what the results mean for you.
Speak up if you have questions or concerns. If you still don’t understand, ask again. It’s your body and you have a right to know.
Pay attention to the care you receive. Always make sure you’re getting the right treatments and medicines from the right healthcare professionals. Don’t assume anything.
Educate yourself about your illness. Learn about the medical tests you get and your treatment plan.
Ask a trusted family member or friend to be your advocate (advisor or supporter).
Know what medicines you take and why you take them. Medication errors are the most common healthcare mistakes.
Use a hospital or healthcare facility that has been carefully checked out. For example, Accreditation Canada visits our hospitals regularly to make sure we meet their hospital quality standards.
Participate in all decisions about your treatment. You are the centre of your healthcare team.
Click here to download the BHB Speak Up Factsheet.
Help Prevent the Spread of Germs
Hand washing is the best way to prevent the spread of germs. Wash hands for at least 15 seconds. Clean your hands often and remind your visitors to do the same. Staff will welcome your reminder to wash their hands or wear gloves before examining you or giving you your medicine. Each unit is equipped with sinks for hand washing and waterless hand sanitizer dispensers for use by staff, patients and visitors.
- Practice good personal hygiene.
- Let your nurse know if your gown or linens are soiled.
- Ask friends and relatives who have colds, respiratory symptoms or other contagious illnesses not to visit you or anyone in the hospital.
- Get vaccinated if it is recommended. Flu and pneumonia vaccines can help prevent illnesses, particularly in young, elderly and high-risk patients.
- Speak up if you have any questions or concerns.
Medicine Safety
While you are in the hospital, it is important for you and your physician to talk about your medicines. Tell your physician and nurse everything you are taking, including:
- Prescription medicines
- Over-the-counter medicines (like aspirin and cough medicine)
- Medicines that a family member or friend gave you
- Vitamins
- Herbal products
- Health food store products
Do not take medicines that you brought to the hospital from home unless your physician or someone on your health care team tells you that it is OK.
Barcoding - Keeping You Safe
As part of our commitment to improving patient safety, we have introduced patient wristband barcode technology for administering medications. This technology confirms the right patient receives the correct medication at the appropriate time and in the proper dose.
- We will issue you with a bar-coded Identification wristband when you are admitted which you will wear during your stay in hospital.
- Before your nurse administers your medications, he or she will scan both your identification and medication at the bedside computer to ensure that your medication matches your prescribed medication and your patient information.
- This scanning process will take place each time medication is administered to you.
We are committed to preventing medication errors before they happen.
- Right patient
- Right medication
- Right dose
- Right method of administration (route)
- Right time
While no one wants to be treated like a number or series of stripes, sometimes they make all the difference. By bar-coding we are honouring our promise to ensure you receive the best and most advanced care possible.
Preventing Falls
Avoiding slips, trips and falls will help you maintain your health and wellness.
In the hospital, people can be at a higher risk for falling down. Illness, surgery and medicines can make you weaker than usual or can affect your balance or judgment. We want to keep you safe from injury of any kind, including an accidental fall. You can help!
Your health care team will:
- Assess you for your risk of falling upon admission and as your condition changes
- Determine what preventive measures should be taken to try to prevent a fall while you are in the hospital, and share this information with other staff
- Show you how to use your call bell and remind you when to call for help
- Respond to your calls for assistance in a timely manner
- Assist you with getting in and out of bed and using the restroom as needed
- Provide you with safe footwear and any recommended equipment (such as a walker or bedside commode) that will make it safer for you to move about
- Make sure the call bell and other needed items are within reach before staff leaves you alone
We ask you or a family member to:
- Tell your nurse if you have a history of falls
- Ask your nurse what your assessed risk for a fall is and what prevention measures are being taken
- Use the call bell to ask for help before attempting to get out of bed after calling for help, stay where you are and wait for staff to come and help you when finished in the bathroom, use the call bell and wait for staff to assist you back to your bed
- Wear non-skid footwear and use equipment that has been provided for your safety
- Make sure the call bell and other needed items are within reach before family or staff leaves your room
Information for You, Family and Friends
Wireless and Electronic Devices
Patients and visitors may not use wireless communication and electronic devices in critical care areas, i.e., ICU, Operating Room and Diagnostic Imaging or within one meter of medical monitoring/controlling devices. Patients and visitors may use wireless communications and electronic devices in non-critical care areas, i.e., lobbies, main entrances, waiting areas and most nursing units. Please check with nursing staff before using a wireless communication or electronic device.
If you must use your cell phone, please speak in a low voice so as not to disturb the privacy and comfort of other patients and visitors.
Fire Safety
Fire drills are routinely conducted to conform to Bermuda Fire Service and Hospital regulations and to ensure the safety of Hospital procedures. Fire drills or actual fire alarms begin with the sounding of a loud siren. Should the fire alarm sound, remain calm and return to your room if you are on the ward. Your nurse will keep you informed and assist you as needed during the fire event. Elevator use is prohibited during an alarm. If you have any questions, please ask your nurse.
Flowers
Florists make deliveries daily to the hospital. Friends and relatives must make arrangements for delivery through their designated florists. Once the flowers arrive in the hospital, they are delivered to the patients by volunteers.
Latex Allergies
Many people also experience allergic reactions to latex balloons therefore they are not allowed within the hospital. Mylar balloons are acceptable as they are non allergenic.
Perfume
For the protection of high risk (sensitive/allergic) patients and staff, please refrain from using perfumes, colognes and/or other perfumed products when entering the hospital.
Security
KEMH Security Services is concerned about the safety and welfare of all patients and visitors, staff and volunteers.
- There is restricted access to the hospital after visiting hours.
- Staff and volunteers are required to wear name badges.
- If you are unsure or concerned about someone who enters your room or the nursing unit, alert your nurse immediately.
You may contact the KEMH Security Office on extension 1999 or 441-239-1999.
A Smoke-Free Hospital
Bermuda’s Tobacco Control Act expressly prohibits smoking in any healthcare facility and on the grounds of any healthcare facility. Patients and visitors may not smoke anywhere on BHB property, including in any patient care unit, lobby, room or outdoor area. Contravening this law can result in a fine of $1,000.
Telephones & Television
Service may be obtained by notifying the nurse-in-charge or the ward clerk.
- Cost for telephone access is $35 for the purchase of a phone with unlimited calling. Patients can take the phone with them when they are discharged and use it for any future admissions for a $20 reconnection fee.
- Television is automatically connected in the Room via the Patient Entertainment System, Classic and Premium TV can be purchased via credit card through the Patient Entertainment System.
- Daily Fee – $13.00
- Weekly Fee – $65.00
- Daily Fee – $18.00
- Weekly Fee – $90.00
- Tier 1 – Basic TV Channels 1 – 10 – Free
- Tier 2 – Classic TV Channels 11 – 30
- Tier 3 – Premium TV Channels 31-36
Visitors and Telephone Enquiries
Click here for information on visiting patients and telephone enquiries.
Services and Amenities
Banking
Butterfield Bank and Bank of Bermuda (HSBC) ATMs are located on the ground floor of the Acute Care Wing in the main entrance lobby.
Food
KEMH Staff Cafeteria
Located on the first floor of the General Wing, the staff cafeteria serves breakfast and lunch daily, and dinner Monday to Friday. Visitors to the hospital are permitted to use the staff cafeteria. Inpatients may not use the staff cafeteria.
Hours of operation
Weekdays
Breakfast: 7:30am – 9:30am
Coffee Break: 9:30am – 11am
Lunch: 12pm – 4pm
Dinner: 5:30pm – 7:30pm
Weekends and Public Holidays
Breakfast: 7:30am – 9:30am
Coffee Break: 10am – 11am
Lunch: 12pm – 2pm
The cafeteria is not open for dinner on weekends and public holidays.
Pink Café
Located on the Ground Floor of the General Wing, the Pink Café is operated by the Hospitals Auxiliary of Bermuda (HAB) and serves breakfast, lunch and coffee, tea, cold drinks, sandwiches and snacks to visitors and employees.
Hours of Operation: 9:00am to 3:30pm, Monday to Friday
The HAB Gift Shop on the Ground Floor of the Acute Care Wing also offers a self-serve coffee station with pre-wrapped baked goods from 9am to 4pm, Monday to Saturday.
Vending Machines
Vending machines are located in the Emergency Department waiting room in the Acute Care Wing and the KEMH Cafeteria in the General Wing.
Gift Shop
Operated by the Hospitals Auxiliary of Bermuda, the Gift Shop is open in the new Acute Care Wing, off the main lobby. It is stocked with beautiful and unusual items, and there is a self-serve coffee station and pre-wrapped baked goods. Hours of operation: 9:00am to 4:00pm Monday through Friday and 9:00am to 2:00pm on Saturdays.
Hospitality Cart
The Hospitals Auxiliary of Bermuda Volunteers operate a hospitality cart which makes rounds throughout the units each morning. Candies and snacks, toiletries, newspapers and paperback books are available for purchase.
Library - Health Sciences
Patients and visitors are welcome to use the clinical collection, research services and consumer health education materials at our Health Sciences Library during business hours. Computer workstations are provided. Photocopying and faxing services are also available for a nominal fee.
The Librarian is available to assist you Mon-Fri 8:00am to 4:00pm. The Library is located on the ground floor of the General Wing near the Pink Cafe. For more information call extension 1303 or 441-239-1303.
Library – Mobile Patient
The travelling library, operated by the Hospitals Auxiliary of Bermuda, brings current magazines and books to your bedside several times a week without charge.
Lost and Found
If you lose an item while in the hospital, please notify the nurse manager on your ward or you may contact our Security Services on 441-239-1999, or ext. 1999.
Mail addressed to patients in the hospital should identify the addressee as a patient to ensure prompt delivery. Mail arriving after a patient is discharged will be forwarded to the patient’s home address if it is on file. An outgoing mail box is located within the ground floor Lobby.
Medical Equipment Rental
Hospital equipment rental is available through the Bermuda Red Cross Society. “Charleswood” 9 Berry Hill Rd., Paget. For more information contact 441-236-8277, or email redcross@logic.bm. Website: http://www.bermudaredcross.com/
Newspapers
The local daily papers are available for purchase from either the Hospitality Cart or the HAB Gift Shop.
Pay Phones
Pay Phones are located in the ground floor lobby next to the HAB Gift Shop.
Pharmacy Services
Inpatients are supported by BHB’s main pharmacy department. There is an outpatient pharmacy in the general wing near the old emergency department on the ground floor that will remain open until the new outpatient pharmacy is opened later this year in the acute care wing main lobby. Hours are 10am to 6pm.
Taxi Service
Taxis are usually available at the front hospital entrance. Ask the security greeter to secure service. Taxi pickup may also be arranged with the receptionist at the Information Desk.
Wireless Internet Access
Complimentary wireless internet access is available to patients and visitors with laptop computers in most public areas. Look for the BHB-Guest network.
Special Services
Foreign Language Interpreters
BHB provides free medical interpreter services to patients whose first language is not English. Patients can communicate important medical information through our interpreter volunteers who are available via phone service and on-site providing verbal or written translations for numerous foreign languages.
This service is available 24 hours a day, seven days a week.
If you or a family member would like interpreter assistance, please inform your nurse or you may contact extension 6263 or 441-239-6263 between the hours of 9am and 5pm, Monday to Friday.
Assistance for the Hearing Impaired
To ensure effective communication with patients and their companions who are deaf or hard of hearing, we provide sign language and oral interpreters services free of charge.
To request this service, please inform your nurse or you may contact extension 6263 or 441-239-6263 between the hours of 9am and 5pm, Monday to Friday.
Pastoral Services
The Pastoral Care team cares for a wide range of spiritual needs and spiritual injuries, providing a sensitive and inclusive ministry in health crises. This team consists of approximately 160 representatives from most faith groups in Bermuda. They provide on-call spiritual support for patients, their families, caregivers and staff. The team is available for:
- Pastoral care and counselling
- Spiritual assessment, intervention, comfort, and nurture
- Facilitation and support of religious practices of all faiths and spiritual paths
- Emotional support
- Non-judgmental listening
- Crisis intervention
- Advocacy for patients and staff
- Collaboration with all members of the health care team
- Consultations on advanced directives, end-of-life decisions, and ethical issues
If you need to contact a member of the Pastoral Care team, please inform your nurse.
Ethics Consultation Service
Making complex health care decisions are not easy. An ethics consultation is designed to assist patients, families and health care providers to identify, clarify and work through ethical concerns. If you or a family member needs to discuss or report an ethical issue related to your care, dial our Ethics Consultation Hotline 441-291-4673. If you leave your name and number, an Ethics Committee member will return your call. All consultations are confidential.
Medical Concierge: Overseas Medical Travel
Our Medical Concierge Service provides travel services to assist you and your relatives with international travel needs, including flight and hotel reservations and overseas medical services.
Medical Concierge provides these services:
- Assistance with coordinating appointments to overseas medical services
- Assistance with air, hotel, transportation, and provision of discounts when available
- Connection with Travel Edge, a business travel service, to schedule or confirm airline reservations at the BHB travel office
- Arrangement of taxi or car service between the airports and hotel
- Information about leisure activities for family members
Our Medical Concierge is located at Craig Appin House, 8 Wesley Street, Hamilton. Hours of operation are 9am to 5pm Monday to Friday. No appointment is needed. Please call ext 6305 or (441) 239-6305, or emergency phone (441) 331-7401. Email: medicalconcierge@bhb.bm.
Health Records
Health Information Management Services (HIMS) is the resource for patient medical information. If you need to have a copy of your personal health record for:
- Transfers and travel records
- Overseas medical care
- Verification of service for insurance reimbursement
- Legal hearings
- Documentation of patient Living Will and Organ Donation decisions
Please contact (441) 239-1483. Monday to Friday 8:30am – 4:30pm.
Birth Certificates
Birth certificates are not kept in your medical record, even if you were born at KEMH. Please contact the Bermuda Government Registry General’s Office for information on how to receive your birth certificate.
The Registry General
Address: Government Administration Building,
30 Parliament Street,
Hamilton HM 12,
Bermuda.
Telephone: 441 297-7705
Organ and Tissue Donation
BHB works in partnership with the New England Organ Bank (NEOB), the oldest independent organ procurement organisation (OPO) in the U.S. NEOB collaborates with BHB staff to clarify organ and tissue donation policies and to ensure that potential donors are consistently recognised and referred.
Donor cards are available at doctors’ offices, post offices and at TCD.
For more information, contact The Bermuda Organ and Tissue Donor Association at 441-236-1275.
Leaving the Hospital and Discharge Planning
Planning for Post-Hospital Needs
Taking an active role in your health care can result in a better overall hospital experience and a quicker recovery. An individualised plan of care, which involves you, your family, your physician and your General Practitioner, is essential in order to obtain and maintain your best health. Remember, that by asking your physicians and the nursing staff questions about your procedure, medications and the treatment options that may be available to you, you can ease your mind and speed your healing process. Sharing your concerns and questions as early as possible helps your health care team and your physician find the services you need outside the hospital.
When returning home is not an option, we provide assistance with placement planning. Medical Social Workers work with other members of the health care team to help guide you and your family in determining whether you can return home safely. You will be assisted in making plans for additional home support if needed. Discharge options include convalescent care, retirement homes and long-term care facilities (nursing homes). Medical Social Workers can be reached at 441-239-1453.
Ask your nurse for more information about discharge planning for you and your family. We’ll help you to prepare for the right care at the right time.
Going Home
When you are ready to leave the hospital the expected time of discharge is 11am on that day. There may be instances however, when discharge times vary, and we ask for your flexibility in arranging lifts and travel to best accommodate this.
You will need someone to drive you home and someone should be available to help you should you need additional assistance. Please keep this in mind as you plan your hospital stay with your family and our staff.
Follow up
Always follow up with your doctor after discharge. You may already have a follow-up appointment with your doctor. If not, please ensure that you make one for sometime in the next few weeks if necessary.
Discharge Checklist
- Do you have transportation to your home?
- If you have a wound, what care is needed?
- Have you stitches or clips that need to be removed?
- If you are already receiving care or services at home, does the service provider know you have been discharged?
- If there are any problems when discharged, whom do you contact?
- Did you bring you own medications with you? Have they been returned to you?
- Do you have your prescription?
- Medication is not supplied by the hospital. Have you someone who can get the medication for you? Do you know what your medication is for, how often and, for how long you should take it?
- Do you have all your belongings?
- Do you have a letter for your doctor?
- Do you need an outpatient appointment or follow-up care?
- When can you return to work and normal activities?
- Do you need a medical certificate for your employer?
Financial Matters
Your bill will show the hospital’s charges for the services you received. The daily rate covers room, meals and general nursing care.
Charges for hospitalist services, medical and surgical supplies, laboratory tests, diagnostic tests, intensive care, operating and recovery room charges, robot consultations and medications will be itemized on your bill.
The fees for your personal physician, surgeon, obstetrician or anaesthetist are not included in your hospital bill. Payment for these services is to be arranged between you and your physician.
There are several ways to pay for the care you receive. If you present the policy numbers of your medical insurance when you are admitted, the hospital will bill the insurance company directly. Your bill will then reflect only that amount not covered by your insurance.
If your bill is only partially covered by insurance, you must pay the balance personally. If you wish accommodation above the level of your insurance coverage, or if you do not have insurance, you must pay for five days of accommodation prior to your admission.
Financial Assistance
If you are unable to pay your bill immediately, or if you foresee problems, the hospital’s credit manager will do everything possible to assist you in making financial arrangements. Please contact the credit manager at 441-239-2026.
Visitors to Bermuda
The hospital accepts insurance coverage through Blue Cross/Blue Shield, upon confirmation of insurability. The hospital is not affiliated with any other insurer for medical benefits. If you are visitor from overseas, your account is payable at time of discharge. This can be settled by major credit card, if you wish. Documentation for your insurance reimbursement can be obtained through the Credit Office, 441-239-2026 or ext. 2026
Bill Payment
Hospital bills may be paid at the Cashier window on the ground floor of the Acute Care Wing in the public concourse across from the public elevators. After 3:00pm and on weekends, bills may be paid at the Admitting window in the Emergency Department waiting area. Cash, personal cheques or credit cards are accepted.
Bermuda Hospital Board Fees
Current Bermuda Hospital Board (Hospital Fees) Regulations can be found on our website in the Patient and Visitor Information section: BHB Fees and Regulations
Frequently Used KEMH Telephone Numbers
The following numbers are in the 441 area code. If you are using a KEMH phone, you may also dial the 4-digit extension number for the office or service you are trying to reach:
| KEMH Main Number | 236-2345 |
| Admitting | 239-1541 or 239-1443 |
| Agape House | 239-1465 |
| Asthma Centre | 239-1652 |
| Billing and Credit Office | 239-2026 |
| Chapel Access | 239-1999 |
| Day Hospital | 239-1180 |
| Diabetes Centre | 239-2027 |
| Dietitians | 239-1602 |
| Emergency Department | 239-1359 |
| Ethics Consultation Hotline | 291-4673 |
| Executive Office | 239-1704 |
| Financial Counselling | 239-1683 |
| Health Information Management Services (Medical Records) | 239-1483 |
| Home Care | 239-1712 |
| Information Desk (Patient Information) | 239-2001 |
| Intensive Care Unit | 239-1460 |
| Interpretation & Hearing Impaired Services | 239-6263 |
| Lost and Found | 239-1999 |
| Medical Concierge | 239-6305 |
| Medical Social Worker | 239-1453 |
| Red Cross Medical Equipment Rental | 236-8277 |
| Occupational Therapy | 239-1299 |
| Oncology Department | 239-1412 |
| Outpatient Pharmacist on Duty | 239-1475 |
| Patient Advocate | 239-1425 |
| Pastoral Services Team | 239-6263 |
| Physiotherapy Services | 239-1402 |
| Public Relations Department | 239-2104 |
| Security Services | 239-5999 |
| Speech Therapy | 239-1548 |
| Volunteer Services | 239-6263 |