chsli.org/st-francis-hospital
Catholic Health is here for you
Patrick M. O’Shaughnessy, DO, MBA President & CEO Catholic Health
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 compassion.
This patient guide 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.
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.
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.
Please accept our best wishes for your earliest return to good health.
Caring for You. All of You.
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. At Catholic Health, everything we do starts with you and your health.
Welcome to St. Francis Hospital & Heart Center
Charles L. Lucore, MD, MBA President St. Francis Hospital & Heart Center
At St. Francis Hospital & Heart Center, your health and well-being are our primary concerns. Our ministry is to heal the whole person—body, mind and spirit. We work diligently to 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 in the Patient Experience Department at extension 6113.
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. The hospital has received The American College of Cardiology (ACC) HeartCARE Center™ designation for four consecutive years, the only ACC HeartCARE Center™ in the five boroughs of New York City, Long Island and Westchester, and one of only two HeartCARE Centers™ statewide.
With 26 “A” grades for safety from the Leapfrog Group, six five-star quality ratings from the Centers for Medicare & Medicaid Services and five Magnet ® designations for nursing excellence—including the first Magnet with Distinction status ever conferred upon a New York State hospital—St. Francis Hospital & Heart Center delivers the highest quality of comprehensive, compassionate care to its patients.
In 2025–2026, U.S. News & World Report ranked St. Francis Hospital & Heart Center as one of the top hospitals in the country. We are also rated among the top 10 hospitals in New York State as well as the New York Metropolitan Area. And St. Francis Hospital is nationally ranked in seven adult specialties, including Heart & Vascular, Diabetes & Endocrinology, Gastroenterology & GI Surgery, Geriatrics, Orthopedics, Pulmonology & Lung Surgery and Urology.
We understand that managing your health care needs can require a lot of time and energy. Please know that we’re here to assist you. 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.
Again, thank you for choosing St. Francis Hospital & Heart Center. We are privileged to serve you.
Sincerely,
Charles L. Lucore, MD, MBA President
Hotels & accommodations
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
• Long Island Marriott, Uniondale (516) 794-3800
• East Norwich Inn (516) 922-1500
• The Mansion at Glen Cove (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 five-day coupon books may be purchased at the hospital parking toll booth, from 10 am to 10 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 as often as you like on the same day without incurring additional charges.
Accommodations
Room assignments
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.
Room rates
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. For more information and room rates, please contact the Admitting Office at (516) 562-6000, ext. 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
Award-winning care
Accreditation
St. Francis Hospital & Heart Center is a not for-profit voluntary hospital, certified by the New York State Department of Health (NYSDOH) 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 the highest quality of care.
About St. Francis Hospital & Heart Center
Founded in 1922, St. Francis Hospital & Heart Center is home to Long Island’s safest, most-awarded heart program. St. Francis Hospital & Heart Center is consistently ranked as one of the nation’s best hospitals for Cardiology & Heart Surgery by U.S. News & World Report. For three years in a row, St. Francis Hospital & Heart Center has obtained the nationally recognized HeartCARE Center™ designation by The American College of Cardiology (ACC)—the only ACC HeartCARE™ Center designation in our region, including the five boroughs of New York City, Long Island and Westchester. St. Francis is one of only two HeartCARE Centers™ in the state.
With 25 “A” grades for safety from the Leapfrog Group, six five-star quality ratings from the Centers for Medicare & Medicaid Services and five Magnet designations for nursing excellence—including the first Magnet with Distinction status conferred upon a New York State hospital—St. Francis Hospital & Heart Center delivers the highest quality of care to its patients. This care is administered with a level of compassion that is unique to Catholic Health.
Medical library
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 am – 4 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.
Before your admission
What to bring
• 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.
• 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).
• Important phone numbers.
• Insurance information.
• 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).
What not to bring
• Money (except enough cash to cover 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. 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.
During your stay
Your room
At St. Francis Hospital, patient rooms are grouped by medical specialties, such as surgery and internal medicine. 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.
Calling your nurse
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.
Quiet time
To promote better healing, we observe daily, hospital-wide quiet time periods, between 2 – 3 pm. The beginning of quiet time is indicated by an overhead announcement. 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.
During your stay
During the night
To ensure a quiet and comfortable nighttime environment while in the hospital, we activate another hospital-wide quiet period each evening at 9 pm, extending until 6 am the next morning. During this time, staff members 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.
Electrical appliances
Most electrical appliances can pose a fire hazard because they are not grounded for use in a hospital environment. 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, games and computers. Cellular telephones may be used only in designated areas of the hospital.
Please advise the admitting nurse if you have any appliances that may need to be checked, such as a CPAP machine or sleep aid device that has already been approved by our Biomedical Engineering Department.
Dining services
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.
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 accommodate 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. Additionally, you have the option to request your meal order(s) at a time more convenient for you when calling ahead.
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 order your meal, please dial extension 3463 (DINE) if inside the facility or (516) 562-6000 ext. 3463 (DINE) if outside the facility.
Breakfast between 7 – 9:30 am
Lunch between 11:30 am – 2:30 pm
Dinner between 4:30 – 6:30 pm
Patient television/telephone use
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.
Your patient identification band
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.
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 tobacco-free 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.
Pastoral Care
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 pm; Saturday at 8:15 am and 5:15 pm; and Sunday at 9 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.
Our Sabbath Hospitality Area is currently opened on a limited basis. Please check with the Pastoral Care office for availability at (516) 563-6720.
Chaplains are available 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 am and 4 pm, Monday – Friday. From 4 pm until 7 pm, a chaplain can be reached by dialing (516) 562-6459. On Saturday, a chaplain can be reached by calling (516) 562-6459, between the hours of 8 am – 7 pm, and on Sunday between 11 am – 7 pm.
St. Francis
During your stay
Hospitalist Program
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 on-site 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 doctor on any changes in condition that occur during the hospital stay.
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.
Symptom Management and Supportive Care Services (Palliative Care)
Symptom Management and Supportive Care Services (Palliative Care) is a medical specialty that helps patients and their families facing a serious illness by 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.
Supportive Care Services, 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.
Fire drills
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
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 you on what to do.
Preparing for discharge
Soon after admission, you’ll meet your care manager and social worker to discuss how long your anticipated hospital stay will be and the services you may require for post-hospital care. 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.
Care management & social work
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.
A care manager will:
• Ensure that all plans for a patient's discharge are covered by their insurance, or discuss private pay when needed.
• Assist with setting up transportation when appropriate.
• Work in conjunction with the social worker to place a patient and assist when any disposition issues arise.
• Set up necessary appointments if the patient's condition requires immediate physician attention following discharge.
• Make sure that home care agencies order the necessary equipment for the home from a durable medical equipment company.
• Provide utilization reviews to the insurance companies.
• Provide education to patients and act as a liaison to their physicians.
Please note: Care Management office hours and phone number: Monday – Friday, 8 am – 5 pm, Saturday and Sunday, 8 am – 4 pm, (516) 562-6040. Voicemail may be left after office hours.
What does a social worker do?
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.
A social worker will:
• Make suggestions and provide lists of support groups, drug and alcohol treatment facilities, psychiatric care, shelters, hospice centers, etc.
• Connect patients to the appropriate provider of choice, including in-network Catholic Health facilities, for continuing health care after leaving the hospital.
• Support patients as they transition from admission to discharge and post-hospital care.
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.
Visitation Policy
To view our visitation policy including visiting hours, please scan the code.
Café
Our cafe is located on the main level and operates seven days a week, from 7 am - 7 pm. To view the menu, scan the code.
Gift shop
The gift shop is located in the main lobby. Proceeds are donated to the hospital. The gift shop is open from 10 am – 6 pm, Monday through Friday, and can take 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
Your rights & policies
Patients’ Bill of Rights
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.
As a patient in a hospital in New York State, you have the right, consistent with law, to:
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.
2. Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation, age or source of payment.
3. Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
4. Receive emergency care if you need it.
5. Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
6. Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
7. Identify a caregiver who will be included in your discharge planning and sharing of postdischarge care information or instruction.
8. Receive complete information about your diagnosis, treatment and prognosis.
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.
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.”
11. Refuse treatment and be told what effect this may have on your health.
12. Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
13. Privacy while in the hospital and confidentiality of all information and records regarding your care.
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.
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.
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.
18. Challenge an unexpected bill through the Independent Dispute Resolution process.
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. If you are not satisfied with the hospital’s response, you can complain to the New York State Department of Health (NYSDOH). The hospital must provide you with the NYSDOH telephone number.
20. Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
21. Make known your wishes in regard to anatomical gifts. 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). The Health Care Proxy is available from the hospital.
Source: Public Health Law(PHL) Section2803 (1)(g), Patient’s Rights; 10 NYCRR Sections 405.7, 405.7(a)(1), and 405.7(c)
If you would like to speak with someone regarding the care you have received, please contact our Patient Advocate office at (516) 562-6113.
Your rights & responsiblities
Parents’ Bill of Rights
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.
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.
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.
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.
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.
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.
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.
Source: Public Health Law (PHL) Section 2803(i)(g) Patients’ Rights 10NYCRR, Section 405.7
Your rights & responsiblities
Patients' rights & responsibilities
Patient experience
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 – 9 pm and are located at the Registration C admitting desk.
St. Francis Hospital & Heart Center provides language assistance for patients with limited English proficiency 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.
Patient responsibilities
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:
• 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.
• 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.
• Upon admission, provide a copy of your health care proxy or any other advance directives if you have them.
• Consideration of other patients and hospital personnel, and ensuring that your visitors also exercise courtesy and consideration.
• Not smoking.
• Abiding by all hospital rules and regulations.
• Respecting others’ property and the property of hospital personnel.
• Arranging for the prompt payment of all hospital bills and providing necessary information for insurance processing.
• Abiding by the hospital’s discharge policy by vacating the room without delay when discharged.
• Demonstrating respectful interaction with all staff and not exhibiting violent, aggressive, threatening, or intimidating behavior verbally, physically or with gestures.
Hospital 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 health information may be used and shared.
• Decide if you want to give permission to share your information.
Financial Assistance Program
Compliance Program
The Hospital is committed to providing the best care for patients and that includes a Compliance Program which is designed to prevent and detect fraud and abuse based on federal, state and local regulations. For more information about St. Francis Hospital's Compliance Program, please contact our Compliance Department at (516) 562-6580.
You may also call our confidential—and anonymous— Compliance Helpline at (866) 272-0004.
What are the rules and limits on who can see and receive your health information?
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.
• 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.
• To make sure doctors give good care and nursing homes are clean and safe.
• 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.
Thank you for choosing Catholic Health for your health care needs. Reasons may exist why you are unable to pay for the medically necessary services we will provide during your visit. If you do not have health insurance or are unable to pay for all or a portion of your medical bill, it is important that you let us know because we may be able to help.
You will not be denied medically necessary hospital services based on your inability to pay.
For more information, please see the registration representative. You may also contact our Financial Assistance office at (631) 465-6321 or visit our website for a copy of our policy and application: chsli.org/chs-financial-assistance-program
Hospital policies & practices
Right to complain
If you believe your privacy rights are being denied, you can contact our Patient Advocacy Program at (516) 5626113 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.
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 60181 jointcommission.org/contact-us/ (630) 792-5800
Advance directives
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.
Health Care Proxy
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.
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
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. 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 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.
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.
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.
Catholic Health MyChart
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 sign up 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:
View your test results
Pay your bill and view your statements
Urgent medical matters:
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
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.
Access and submit updates to your personal and health information
Scan here to access MyChart
100 Port Washington Boulevard
Roslyn, NY 11576
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.
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