Welcome to Catholic Health Patient chsli.org/st-francis-hospitalGuide
Welcome to a health system focused solely on you. One that believes you should never have to sacrifice individual attention for innovative treatments. And one that understands that there’s a big difference between simply providing care and truly caring.
Keeping Long Islanders healthy has been our calling since we welcomed our first patients more than a century ago. While in our care, you can expect outstanding medical, surgical and nursing services—all delivered with the highest level of human Thiscompassion.patientguide will help answer some commonly asked questions regarding hospital services. We recommend you keep it handy and have a family member review it with you. Should you have any questions, just ask us. Your doctors, nurses and housekeeping staff are all here to make your stay with Catholic Health as comfortable and as restorative as possible.
Please accept our best wishes for your earliest return to good health.
As a faith-based health care organization, Catholic Health offers a unique approach. We treat our patients in their totality: the body, mind and spirit. Simply put, it is all about you, our valued patient.
Patrick M. O’Shaughnessy, DO, MBA President and CEO Catholic Health Catholic Health is here for you Caring for You. All of You.
At Catholic Health, everything we do starts with you and your health. Find a Catholic Health physician near you: (866) MY-LI-DOC or visit chsli.org/find-a-doctor
Our Pastoral Care Department, made up of chaplains and support staff spanning a variety of faith traditions, is available to you whenever you wish. No matter where you access our care—whether at our hospitals, our ambulatory care practices, rehabilitation centers, home care or telehealth services—the Catholic Health team will always work to earn your trust.
2 Patient Guide
At St. Francis Hospital, your health and well-being are our primary concerns. Our ministry is to heal the whole person – body, mind, and spirit. We work diligentlyto ensure that you, your family and loved ones have a positive experience during every encounter at St. Francis. We are committed to providing you with clear information about what to expect during your stay. This Patient Guide offers details about your accommodations, patients’ rights and responsibilities, discharge procedures and more. If you have any questions not answered here or would like more information about anything relating to your hospital stay, please ask your nurse or call a representative of the Patient Experience Department at extension 6113.
& Heart Center ® St.
In 2022, U.S. News & World Report ranked St. Francis as one of the best hospitals in the nation not only for Cardiology & Heart Surgery, but also for Gastroenterology & GI Surgery, Geriatrics and Pulmonology & Lung Surgery. St. Francis was also rated among the top 10 hospitals in the region—ranking #8 in the state and tying for #8 in the New York Metro Area. We know that this is a difficult time for you, because of your illness. Please know that we’re here to meet all your needs. Our doctors, Magnet® award-winning nurses, and professional staff will do all they can to provide the highest level of care and make your stay as peaceful and comfortable as possible. Our Pastoral Care Department, staffed by chaplains and clergy of many faiths, and our volunteers, are also available to address your spiritual, emotional and cultural needs.
MBA President
Long known for our reputation for world-class cardiac care, St. Francis Hospital has evolved into Long Island’s go-to destination for complex care across a range of specialties and recognized as one of the safest hospital’s in the region. St. Francis is the only hospital on theIsland to have a 5-star CMS rating and is also the only hospital to be ranked by Leapfrog as a Top General Hospital with 19 grade A ratings, the most in Nassau County.
Again, thank you for choosing St. Francis Hospital & Heart Center ®. We are privileged to serve CharlesSincerely,you.L.Lucore, MD, MBA President St. Francis
Hospital & Heart Center ®
Charles L. Lucore, MD, St. Francis Hospital Francis
Hospital & Heart Center® 3
Welcome to
Admitting
The amount you pay for your room at St. Francis includes specialized care designed to bring you back to health as soon as possible. Among the services covered by the daily rate are: 24-hour nursing care; the services of a house physician; all meals including the services of registered dietitians for therapeutic diets when necessary; and the majority of support services listed in this guide. Not included in the daily rates are “special procedures,” tests or prescriptions ordered by your physician; telephone calls; and television rental. Special procedures include use of the operating room, cardiac catheterization laboratory, x-rays, laboratory and other tests, electrocardiograms, blood transfusions, special medical and surgical supplies and private duty nurses. You will be billed directly by your private physician, surgeon, consultant or certain individual physicians whose fees are not included in the Hospital’s special procedure charge (i.e., radiologists, anesthesiologists, and Emergency Department physicians). All questions about their fees should be directed to your private physician or the individual doctor. St. Francis also offers deluxe suites and private rooms in the DeMatteis Pavilion. please contact the Office at 562-6000, ext.
For more information and room rates,
During your stay, it may become necessary for you to be relocated to a different room. When the Hospital requests that you relocate to a different room, it is based on your clinical condition, the need to group patients with similar medical conditions, and/or the need to maximize all available beds to provide the appropriate level of care for all St. Francis Hospital & Heart Center ® patients. We apologize for any inconvenience and assure you that it will only be done to provide you with the safest and best possible care.
(516)
Hotels & accomodations Hotels & lodging Several hotels serve the Hospital area: • Inn at Great Neck (516) 773-2000 • The Roslyn Hotel (516) 625-2700 • Hilton Garden Inn, Westbury (516) 683-8200 • Holiday Inn Express, Roslyn (516) 627-2460 • Long Island Marriott, Uniondale (516) 794-3800 • East Norwich Inn (516) 922-1500 • Glen Cove Mansion Hotel and Conference Center (516) 671-6400 • Garden City Hotel .......................................... (516) 747-3000 *Please check the local listings for other accommodations. Parking Parking is provided at a nominal fee in the Hospital parking garage (you can pay by either cash or credit card). Discount 5-day coupon books may be purchased at the Hospital parking toll booth, from 10:00 am to 10:00 pm, Monday through Friday, and weekends and holidays from noon to 10 pm. They can also be purchased in Registration B, Monday through Friday, 7:30 am to 4:30 pm (cash or credit card). Each coupon entitles you to enter and exit Hospital Parking as often as you like on the same day without incurring additional charges. Single-day coupons can also be purchased at the Hospital parking toll booth. This coupon entitles you to enter and exit Hospital parking as often as you like on the same day without incurring additional charges. RoomAccommodationsassignments
5202. Important hospital phone numbers • Patient Information (516) 562-6100 • Patient Care/Nursing Office (516) 526-6060 • Patient Experience (516) 562-6113 • Pastoral Care/Chaplains (516) 562-6720 • Patient Access .................................. (516) 562-6000, ext. 5202 • Billing Office ..................................... (866) 367-2901 • Care Management ........................... (516) 562-6040 • Health Information Management (Medical Records) ............................. (516) 562-6080 4 Patient Guide
Room rates
Founded in 1922 by the Franciscan Missionaries of Mary, St. Francis Hospital & The Heart Center ® is New York State’s only specialty designated cardiac center and a nationally recognized leader in the diagnosis, treatment and prevention of cardiac disease. St. Francis has been repeatedly ranked as one of the best hospitals in America by U.S. News & World Report and has earned the prestigious Magnet ® designation for nursing excellence four or more times in a row. A leader in cardiovascular care for more than 50 years, St. Francis Hospital also offers outstanding programs in vascular, prostate, ear-nose-throat (ENT), gastrointestinal surgery, oncology, neuroscience and orthopedic surgery.
About St. Francis Hospital
The Medical Library of St. Francis Hospital & Heart Center ® is available to patients and their families who would like to obtain medical information. Hours of operation are Monday through Friday, 8:00 am to 4:00 pm. For further information and directions to the Library, please contact the Medical Librarian at (516) 562-6673. Please be aware that the librarian does not give medical advice.
Award-winning care
St. Francis Hospital & Heart Center®
Accreditation
At the DeMatteis Center for Cardiac Research and Education, a team of world renowned investigators is working with non-invasive imaging technology, including the latest generation CT scanners, a three-dimensional echocardiography system, and the area’s first dedicated cardiac MRI unit and PET/CT scanner, to improve methods of diagnosing heart disease. This multidisciplinary approach to care is complemented by a comprehensive program in community health and education based at the DeMatteis Center. The Center has one of the largest medically supervised cardiac and pulmonary rehabilitation programs in the region. St. Francis Hospital is a member of Catholic Health. Medical Library
St. Francis Hospital & Heart Center ® is a not for-profit vol untary hospital, certified by the New York State Department of Health and has received accreditation from The Joint Commission. This accreditation is your assurance that your health has been entrusted to competent, dedicated people who are committed to providing thehighest quality of care.
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Contents Hotels & accomodations 4 Hotels & lodging 4 Parking 4 Accomodations 4 Important hospital phone numbers Award-winning care 5 Accreditation 5 About St.Francis Hospital 5. Medical library Before your admission 7 What to bring 7 What not to bring During your stay 7 Your room 7 Calling your nurse 7 Quiet time 8 During the night 8 Electrical appliances 8 Dining services 9 Patient television/telephone use 9 Your patient identification band 9 Smoking 9 Pastoral care 10 Hospitalist program 10 Symptom Management and Supportive Care Service (Palliative Care) 10 Hand hygiene 10 Fire Preparingdrills for discharge 11 Care management & social work Visitor information 12 Visiting guidelines 12 Café 12 Gift shop 12 Gifts for patients 12 General nursing units 12 Intensive care units 12 Intermediate care unit Your rights & policies 13 Patients’ Bill of Rights 14 Parents’ Bill of Rights 15 Patient's rights & responsibilities Hospital policies & practices 16 Privacy and health information 17 Advance directives 17 Ethical and religious directives Resources19CatholicHealth MyChart 6 Patient Guide
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Personal items such as toothpaste, a toothbrush, a comb, a brush, shampoo, deodorant and soap Eyeglasses, hearing aids and dentures, as needed (these items should be kept on your bedside table when not in use; we will provide a special denture container for safekeeping) phone numbers
Money (except, perhaps, enough cash to cover telephone/ TV costs and minor items), credit cards, wallet or purse contents Jewelry, watches or other valuables (any personal valuables that you bring must be stored in the hospital safe, and you will be given an itemized receipt; please ask your nurse for details) Medication of any kind, unless otherwise instructed by your physician (any required medications will be dispensed by St. Francis Hospital's pharmacy) Electrical appliances
At St. Francis Hospital, patient rooms are grouped by medical specialties, such as surgery, internal medicine and obstetrics. Every effort is made to place you in the unit corresponding to your diagnosis. Please note that medical insurance does not usually cover the cost of a private room.
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During your stay
Quiet time
What not to bring
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A list of any medications you are taking (please include prescription or over-the-counter medications, vitamins, nutritional supplements and herbal products) A list of allergies
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Insurance information
To promote better healing, we foster daily, hospital-wide quiet time periods, between 2:00 pm and 3:00 pm. The beginning of quiet time is indicated by an overhead lights dimming. While families and friends are still welcome during these hours, they may want to reserve this time for you to rest. If they do visit during quiet time, they can best assist you and neighboring patients by turning off cell phones and speaking quietly.
Before your admission
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Photo identification, such as a driver’s license Health Care Proxy (if you do not have one completed already, a form is provided in this packet for your use)
Calling your nurse
St. Francis Hospital & Heart Center®
• Important
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A button to call your nurse is located at your bedside. When you press the call button, the nursing station is alerted and a staff member will respond as soon as possible.
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Your room
What to bring
Breakfast anytime between 7:00 am – 9:30 am
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Additionally, you have the option to request your meal order(s) at a time more convenient for you when calling ahead.
Nutrition is the foundation from which health is derived, providing an essential building block for healing. Wholesome, nourishing and well-balanced meals are important to your treatment and recuperation. Your doctor, in collaboration with our team of registered dietitians, will prescribe a diet suitable for your medical nutrition needs and St. Francis' Department of Nutrition and Food Services will provide you with healthy, homemade meal options.
Most electrical appliances can pose a fire hazard, because they are not grounded for use in a hospital environment.
Please advise the admitting nurse if you have any appliances that may need to be checked, such as a CPAP machine or Catholic Health/St. Francis Hospital & Heart Center ® 20 sleep aid device that has already been approved by our Biomedical Engineering Department.
Open the camera app on your phone and scan this code to access our online menu or visit: chsli.org/menu
You can order:
Electrical appliances
· Lunch anytime between 11:30 am – 2:30 pm
During your stay
During the night
If you are in a non-procedural room, you will receive a menu which will also be available for you to view on the television Channel 98.
Dinner anytime between 4:30 pm – 6:30 pm
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To maintain a safe environment, minimize the risk of any device interfering with our clinical equipment or interrupting any patient care, the following are not permitted: electric hair curling or straightening devices, portable TVs, CD players, electric heating pads, extension cords, electronic toys and games and computers. Cellular telephones may be used only in designated areas of the hospital.
Our call center staff is specifically trained to ensure that the food you select is permitted on your diet and if your selection is not approved, they will be happy to suggest an alternative item. We will accomodate any special needs you may have, i.e., religious or cultural. Your meal will then be prepared fresh and served to you within 45 minutes of your request.
Dining services
To order your meal, please call (516) 562-6000 (5468)
Please be sure to inform the call center of any specific dietary preferences or food allergies that you may have when requesting your meal so that we may accommodate your specific needs.
To ensure a quiet and comfortable nighttime environment while in the hospital, we activate another hospital-wide quiet period each evening at 9:00 pm, extending until 6:00 am the next morning. During this time, staff lower their voices and dim the lights. Nighttime rounds include making each patient comfortable, lowering television volume and closing doors to minimize noise. Every effort is made to ensure that you get a good night’s rest. Because we realize that hospitals can be noisy places and, despite our best efforts, even small sounds can seem amplified at night, your nurse can provide you with a set of earplugs and a sleep mask.
Pastoral Care
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Our Sabbath Hospitality Area is currently opened on a limited basis. Please check with the Pastoral Care Office, 516-563-6720, for Chaplainsavailability.areavailable to assist patients of other denominations by contacting a rabbi, minister or clergy member of your faith. To contact a chaplain, call the Pastoral Care Department at ext. 6720, between 8:00 am and 4:00 pm, Monday - Friday. From 4:00 pm until 7:00 pm, a Chaplain can be reached by dialing (516) 562-6459. On Saturday, a Chaplain can be reached by dialing (516) 562- 6459, between the hours of 8:00 am - 7:00 pm, and on Sunday, between 11:00 am - 7:00 pm. St. Francis Hospital & Heart Center®
Your patient identification band
St. Francis Hospital & Heart Center ®, in conjunction with TVR Communications, offers in-room entertainment packages for cable television, new movies, OnDemand videos and unlimited local calling. Patients may activate services from their bedside telephone or remotely 24 hours a day, 7 days a week. Dial 5555 or (516) 299-8251, follow the prompts and a live call center agent will assist you.
At St. Francis Hospital & Heart Center ®, the pastoral/spiritual care staff plays an integral role on the interdisciplinary health care team. In complement to medical treatment, they provide comfort, counsel and compassionate support to patients, their families and loved ones of all faith traditions. Additionally, sacramental ministry is available to patients of the Roman Catholic tradition, as well as prayer and devotional materials for persons of all religions. Mass is celebrated in our main Hospital Chapel: Monday - Friday at 8:15 am and 5:00 pm; Saturday at 8:15 am and 5:15 pm; and Sunday at 9:00 am. Patients may see the Chapel and all Masses celebrated in the Main Chapel on Channel 96. A chaplain is available to offer pastoral/spiritual care throughout the hospital. If you have not had an opportunity to speak with a chaplain, please ask your nurse to contact the Pastoral Care Department on your behalf.
Smoking For the well-being of patients, visitors and staff, St. Francis Hospital & Heart Center ® is entirely smoke-free, with smoking prohibited anywhere on our premises or at any other Catholic Health facility. This includes tobacco products as well as e-cigarettes, vapes, and other tobaccofree smoking products. Please speak to your doctor about prescribing a nicotine patch, if necessary. The following resources are also available:
• “NY QUITS” (1-866-697-8487) Smokers’ Quitline
Patient television/telephone use
After admission to the hospital, a patient identification band will be placed on your wrist. It contains important information about you and will help the staff to best meet your individual needs. Please wear it throughout your stay. If it is uncomfortable, is removed, or falls off, let your nurse know immediately. The band will be checked often during your stay, especially when blood is taken, or medications are dispensed. In addition to checking your identification band, you will be asked your name and date of birth repeatedly throughout your stay. This is done for identification purposes and to ensure your safety.
Symptom Management and Supportive Care Service (Palliative Care) Symptom Management and Supportive Care Service (Palliative Care) is a medical specialty that helps patients and their families facing a serious illness, providing expert assistance during a difficult time. The Palliative Care Program at St. Francis Hospital & Heart Center ® offers guidance and support to patients so they may better understand complex medical information and personal choices for medical care at any stage of illness. An experienced team of specialists helps manage symptoms such as pain, nausea, fatigue, depression and anxiety, supporting both the patient and family wishes throughout the process.
The hospitalist in charge of your care will see you at least once every day, and can even see you more than once a day, if needed, to quickly follow up on your tests and adjust your treatment plan. To speak with your hospitalist while you are in the hospital, you can ask your nurse to call the doctor. If your dedicated hospitalist is not on duty, then another hospitalist will be able to help you.
Hospitalists are physicians trained in internal or family medicine who specialize in caring for patients in the hospital. Hospitalists only see patients within the hospital, are onsite at the hospital daily and are available 24 hours a day, 7 days a week. They manage all aspects of a patient’s medical treatment from the time of admission until the time of discharge, working in collaboration with the patient’s primary doctor. They update the patient’s primary care doctor on any changes in condition that occur during the hospital stay.
Hospitalist program
The Symptom Management and Supportive Care Service Program is often confused with hospice care. Hospice care is a type of palliative care specifically meant for those approaching the last stages of life, when curative treatment is no longer sought. The Symptom Management and Supportive Care Service, however, can help at any stage of serious illness, can be initiated at any time (from the time of diagnosis to advanced disease), and is often given alongside a curative treatment plan. Hand hygiene Hand washing is the most important and simplest way to help reduce the spread of infection. There are two acceptable ways to clean your hands: using soap and water or using waterless hand gel, available in dispensers throughout the hospital. Don’t hesitate to remind anyone entering your room, including visitors and staff, about the necessity of hand hygiene, especially if you think a member of the staff may have forgotten to clean his/her hands before touching you or something used in your care, such as equipment or medicine. Staff members should always wash their hands prior to and after direct patient contact, before serving food or administering medication, after helping patients use the bathroom or commode and whenever gloves are removed.
We conduct fire drills from time to time. Should you hear an alarm, stay where you are. In an actual emergency, hospital staff will instruct on what to do.
Fire drills
During your stay 0 1 2 3 4 5 6 7 8 9 10 PainNo MildPain ModeratePain SeverePain ExtremePain WorstPain 10 Patient Guide
Preparing for discharge
• Work in conjunction with the social worker to place a patient and when any disposition issues arise
Care Management Office hours and phone number: Monday - Friday 8:00 am - 5:00 pm, Saturday and Sunday 8:00 am - 4:00 pm, (516) 562-6040. Voicemail may be left after office hours. What does a social worker do?
• Make suggestions and provide lists of support groups, drug and alcohol treatment facilities, psychiatric care, shelters, hospice centers, etc.
Care management & social work
• Provide education to patients and act as a liaison to their Pleasephysiciansnote:
• Connect patients to the appropriate provider of choice, including in-network Catholic Health facilities, for continuing health care after leaving the hospital
• Set up necessary appointments if the patients’ condition requires immediate physician attention following discharge
• Support patients as they transition from admission to discharge and post-hospital care St. Francis Hospital & Heart Center®
• Ensure that all plans for a patient’s discharge are covered by their insurance, or discuss private pay when needed
• Provide utilization reviews to the insurance companies
Social workers are valuable resources for patients and their families. They provide social, emotional and medical support as patients transition from the hospital to their next care setting. If skilled nursing or rehabilitation services are required, social workers will assist with placement. They will also make sure patients have all of the resources they need to safely and successfully return home. Our social workers focus on finding the optimal post-discharge destination and services for each patient.
Care managers are an integral part of a patient’s health care team. They help safely move patients through their phases of care from admission to discharge, in coordination with the clinical team and patient. Care managers will make appropriate referrals to rehabilitation facilities and nursing homes along with referrals to home health care providers for assistance with home care or with procuring medical equipment for patients who are returning home after discharge.
Soon after admission, you’ll meet your care manager and social worker to discuss how long your anticipated hospital stay and services you may require for post-hospital care.
• Make sure that home care agencies order the necessary equipment for the home from a durable medical equipment company
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The care manager and social worker on your unit will offer information, assistance and guidance to you and your family. They will also advise you about our discharge procedures when it’s time for you to leave the hospital.
• Assist with setting up transportation when appropriate
A care manager will:
A social worker will:
orders by phone to deliver items to a patient room. Please call the gift shop at ext. 6208. Gifts for patients Flowers can be delivered to patient rooms. Please note, flowers are not permitted in the Intensive and Critical Care Units. General nursing units K2 (Rooms 2100-2120) FP2 (Rooms 2300-2320) HC2 (Rooms 2200-2007) 1 East (Rooms 1500-1521) 1 West (Rooms 1522-1542) 2 East (Rooms 2500-2521) 2 West (Rooms 2522-2542) Intensive care units MICU2 ............................... (Rooms 2400-2420) CTICU ................................ (Rooms 3400-3420) 3 West SICU ..................... (Rooms 3521-3540) Intermediate care unit 3 East IMCU (Rooms 3500-3520) 12 Patient Guide
The cafeteria is open Monday through Friday, from 6:30 am to 9:00 pm, and Saturday, Sunday and holidays from 7:00 am to 7:00 pm. Gift shop
Visitor information Visiting guidelines To provide a restful and safe environment, we ask your visitors to follow these guidelines during your hospital stay: • Do not visit if they have a cold, sore throat, fever or other illness • Avoid noisy, disruptive behavior to help respect the healing of all patients • Ask before bringing food, drinks or other items like balloons, flowers or perfume as they might trigger allergies • Wash their hands before entering patient rooms and when leaving rooms • Make sure all children have a supervising adult with them at all times Please ask your nurse about specific visiting hours for your unit as times may vary. Café
The gift shop is located in the main lobby. Proceeds are donated to the hospital. The gift shop is open from 10:00 am to 6:00 pm, Monday through Friday, and can take
2. Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation, age or source of payment.
4. Receive emergency care if you need it.
Your rights & policies Patients’ Bill of Rights
21. Make known your wishes in regard to anatomical gifts.
14. Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal your discharge.
13. Privacy while in the hospital and confidentiality of all information and records regarding your care.
11. Refuse treatment and be told what effect this may have on your health.
19. Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and if you request it, a written response.
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6. Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
8. Receive complete information about your diagnosis, treatment and prognosis.
20. Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
Persons sixteen years of age or older may document their consent to donate their organs, eyes and/or tissues, upon their death, by enrolling in the NYS Donate Life Registry or by documenting their authorization for organ and/or tissue donation in writing in a number of ways (such as a Health Care Proxy, will, donor card, or other signed paper).
Source: Public Health Law(PHL) Section2803 (1)(g), Patient’s Rights; 10 NYCRR Sections 405.7, 405.7(a)(1), and 405.7(c)
15. Review your medical record without charge and obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.
18. Challenge an unexpected bill through the Independent Dispute Resolution process.
If you are not satisfied with the hospital’s response, you can complain to the New York State Health Department. The hospital must provide you with the State Health Department telephone number.
If you would like to speak with someone regarding the care you have received, please contact the Patient Advocate at (516) 562-6113.
3. Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
St. Francis Hospital & Heart Center®
For more information about your rights, ask for the “Your Rights as a Hospital Patient in New York State” brochure. If you have questions about your patient rights and responsibilities, contact (516) 562-6113.
7. Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
As a patient in a hospital in New York State, you have the right, consistent with law, to:
The Health Care Proxy is available from the hospital.
1. Understand and use these rights. If for any reason you do not understand or you need help, the hospital MUST provide assistance, including an interpreter.
12. Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
5. Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
9. Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
16. Receive an itemized bill and explanation of all charges.
17. View a list of the hospital’s standard charges for items and services and the health plans the hospital participates with.
10. Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet “Deciding About Health Care—A Guide for Patients and Families.”
Source: Public Health Law (PHL) Section 2803(i)(g) Patients’ Rights 10NYCRR, Section 405.7
8. For your child’s primary care provider, if known, to be provided all laboratory results of this hospitalization or emergency room visit.
9. To request information about the diagnosis or possible diagnoses that were considered during this episode of care and complications that could develop, as well as information about any contact that was made with your child’s primary care provider.
Visitor information
7. To be provided critical value results and the discharge plan for your child in a manner that reasonably ensures that you, your child (if appropriate), or other medical decision makers understand the health information provided in order to make appropriate health decisions.
As a parent, legal guardian or person with decision-making authority for a pediatric patient receiving care in this hospital, you have the right, consistent with the law, to the following:
1. To inform the hospital of the name of your child’s primary care provider, if known, and have this information documented in your child’s medical record.
6. For your child not to be discharged from our hospital or emergency room until you or your child, if appropriate, receives a written discharge plan, which will also be verbally communicated to you and your child or other medical decision makers. The written discharge plan will specifically identify any critical results of laboratory or other diagnostic tests ordered during your child’s stay and will identify any other tests that have not yet been concluded.
10. To be provided, upon discharge of your child from the hospital or emergency department, with a phone number that you can call for advice in the event that complications or questions arise concerning your child’s condition.
5. For your child not to be discharged from our hospital or emergency room until any tests that could reasonably be expected to yield critical value results are reviewed by a physician, physician assistant, and/or nurse practitioner and communicated to you or other decision makers, and your child, if appropriate. Critical value results are results that suggest a life-threatening or otherwise significant condition that requires immediate medical attention.
2. To be assured our hospital will only admit pediatric patients to the extent consistent with our hospital’s ability to provide qualified staff, space and size appropriate equipment necessary for the unique needs of pediatric patients.
3. To allow at least one parent or guardian to remain with your child at all times, to the extent possible given your child’s health and safety needs.
4. That all test results completed during your child’s admission or emergency room visit be reviewed by a physician, physician assistant, or nurse practitioner who is familiar with your child’s presenting condition.
Parents’ Bill of Rights
14 Patient Guide
• Respecting others’ property and the property of hospital personnel.
At St. Francis we strive to exceed the expectations of our patients and families. We know that an admission to a hospital can be a stressful time. We are here to care for both you and your family. Our goal is to ensure your stay is as comfortable as possible. We are committed to providing all of our patients high quality, compassionate care, and we welcome your feedback. If you need assistance please let any one of our staff members know. If you have a concern on the unit you may contact the Nurse Manager. Our Patient Experience Department facilitates communication between patients, families and the health care team. For further assistance please contact the Patient Experience Department at (516) 562-6113, Monday-Friday, 8:30 am - 4:30 pm. After hours the Nursing Supervisor is available at ext. 6699.
In addition, a Patient Liaison is available to facilitate communication to families of patients undergoing cardiac catheterization or surgical procedures. They are available during the hours of 5:30 am to 9 pm and are located at the Registration C admitting desk.
At St. Francis Hospital & Heart Center ®, we believe patients and families are partners in ensuring that the best possible care is provided in a healthful, safe environment. We count on you to participate in your care in the following ways:
• Abiding by the Hospital’s discharge policy by vacating the room without delay when discharged.
• Provide upon admission a copy of your health care proxy or any other advance directives if you have them.
• Cooperating with all hospital personnel caring for you. Ask questions if you do not clearly understand the proposed plan of care and what is expected of you.
• Consideration of other patients and hospital personnel, and ensuring that your visitors also exercise courtesy and consideration.
• Arranging for the prompt payment of all hospital bills and providing necessary information for insurance processing.
Patients' rights & responsibilities
• Demonstrating respectful interaction with all staff , and not exhibiting violent, aggressive, threatening, or intimidating behavior verbally, physically, or with gestures.
Patient responsibilities
Patient experience
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St. Francis Hospital & Heart Center®
• Abiding by all hospital rules and regulations.
St. Francis Hospital & Heart Center ® provides language assistance for patients with limited English profi ciency and hearing-impaired individuals. Shortly after discharge from the hospital, you may receive a survey in the mail or by phone that will take just a few moments of your time. Feedback from our patients is very important to us and we would like to hear from you on your overall experience at St. Francis Hospital. St. Francis Patient & Family Advisory Council Our Patient and Family Advisory Council includes patients and families who partner with hospital staff to improve the care experience. If you are interested in learning more please contact Patient Experience at (516) 562-6113.
• Providing patient medical information that is accurate and complete to the best of your knowledge, including present symptoms, past illnesses, hospitalizations, medications, history of violence/behavior issues, and other matters including work, environment, and home situations.
• Not smoking.
policies & practices Privacy and health information You have privacy rights under federal and state laws that protect your health information. These laws allow you to access your health information, and set rules and limits on others who can access your health information. Who must follow this law? • Doctors, nurses, pharmacies, hospitals, nursing homes and other health care providers and their vendors • Health insurance companies, HMOs and employer group health plans • Certain government programs that pay for health care, such as Medicare and Medicaid What information is protected? • Information put in your medical records • Conversations between your doctors, nurses and others regarding your care • Information about you in your health insurer’s computer system • Bill information • Most other health information about you held by those who must follow this law What rights do you have over your health information? Providers and health insurers must comply with your right to: • Ask to see and get a copy of your health records • Have corrections added to your health information • Receive a notice that tells how your
based on federal, state and local regulations. For more information about St.
designed to prevent and
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Hospital's Compliance Program, please contact our
What are the rules and limits on who can see and receive your health information?
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Hospital
To protect the public’s health such as by reporting when the flu is prevalent in your area To make required reports to police, such as reporting gunshot wounds Without your written permission, your provider cannot: Give your health information to your employer Use or share your health information for marketing or advertising purposes Share private notes about mental health counseling
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to providing the best care for patients, and that includes a Compliance Program which
The is committed is detect fraud abuse Francis Compliance Department at (516) 562-6580. may also call our confidential—and anonymous— Compliance Helpline at (866) 272-0004.
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information may be used and shared • Decide if you want to give permission to share your information Compliance Program
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Hospital health
To make sure doctors give good care and nursing homes are clean and safe
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To pay doctors and hospitals for your health care With family, friends or others you identify who are involved with your health care, unless you object
You
To make sure that your health information is protected in a way that does not interfere with your health care, your information can be used and shared: For your treatment and care coordination
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Catholic Health provides care to all patients in accordance with the Ethical and Religious Directives for Catholic Health (“Directives”). In certain instances, health care decisions by or for a patient may conflict with the Directives.
If you feel that your ethical concerns have not been addressed or a conflict continues, you can speak to the nurse or nurse manager and request an ethics consultation. You can also call the Patient Advocacy Program at (516) 562-6113 for assistance.
This is a legal form that enables you to appoint someone you trust to make treatment decisions. Unless you state otherwise, the person you appoint—your health care agent—can make all decisions to consent to or refuse treatment, including lifesustaining measures. The hospital can provide a copy of the proxy form if you would like to fill one out. You should discuss your treatment wishes with the person you appoint, with your health care providers, and with family members or other loved ones who may be involved in your care. The Health Care Proxy will only take effect once you can no longer make decisions for yourself. A Health Care Proxy covers only treatment decisions. It does not cover financial decisions or payment for your care.
Health Care Proxy
In those cases, patients or those authorized to decide for them will be told about the conflict, their rights under the circumstances, and steps that can be taken in such cases.
If those steps do not resolve your concern, you can seek a consultation by the hospital Ethics Committee. The Ethics Committee includes individuals with different expertise (physicians, nurses, pastoral care) who provide advice and information in individual cases. Unless specifically required by law, the Ethics Committee does not make a decision but seeks to be a resource to resolve ethical questions and conflict.
policies & practices The Joint Commission and reporting a complaint If you need to report a patient safety concern or file a complaint, contact: Office of Quality and Patient Safety The Joint Commission One Renaissance Boulevard Oakbrook Terrace, IL (630)jointcommission.org/contact-us/60181792-5800 St. Francis Hospital & Heart Center® 17
If a conflict arises between you and a member of the care team, the hospital or those involved in your care about treatment decisions, or difficult ethical questions come up, the hospital can assist you, your family and other loved ones by providing a social work or ethics consult. You can first try to discuss the conflict or question with your attending physician. Sometimes he/she can provide medical information that clarifies the concerns and alternatives.
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One of the most important decisions you can make about your care is to fill out an advance directive in case you can no longer speak for yourself. Advance directives are documents that let others know who will decide about your treatment and your wishes about the type of care you want. They will only be used if you become unable to make health care decisions for yourself. You do not need a lawyer to fill out an advance directive. If you have already filled one out when you enter the hospital, be sure to give a copy to the Admissions Office or to your physician or nurse. Ask your care manager if you would like more information about these options.
Right to complain If you believe your privacy rights are being denied, you can contact our Patient Advocacy Program at (516) 562-6113 or our Privacy Officer at (516) 562-6655, or you can file a complaint with the hospital, the Joint Commission (see box below), your health insurer or the U.S. government.
Living will A living will is a statement of your treatment wishes. It can be on a living will form or in other writing. It can include your wishes about any treatment, including the use of resuscitation (CPR) if your heart stops or a ventilator if you stop breathing. If you have appointed a health care agent, as discussed above, the living will provides guidance to your agent about your wishes.
Ethical and religious directives
Advance directives
Connect with Catholic Health through your own patient portal at mychart.chsli.org Review your discharge papers for a 30 day access code and directions on how to signup for MyChart. This free patient portal will connect you to your medical information and even allow you to message your doctor’s office online. Once the portal is set-up you will be able to: Urgent Medical Matters: Please do not use to send any messages requiring urgent attention. For urgent medical matters, call 911. FAQs and Patient Guide: Please see FAQs and Patient Guide at: mychart.chsli.org/MyChartProd/MyChart_PatientQuickStartGuide.pdf Technical Support: Please contact the Catholic Health MyChart Service Desk at (631) 465-6100 for assistance. View your resultstest Pay your bill and view your statements Request a prescription refill Communicate with your doctor’s office via online messaging Schedule and view your appointments Begin checking in for your appointment online Review your health summary and other health information Access and submit updates to your personal and health information Resources Catholic Health MyChartScanheretoaccess MyChart 18 Patient Guide
Follow Catholic Health! Our Mission We, at Catholic Health, humbly join together to bring Christ’s healing mission and the mission of the mercy of the Catholic Church expressed in Catholic health care to our communities. 100 Port Washington Boulevard Roslyn, NY 11576 (516) 562-6000
