Patient Guide. Patient Information Guide. Kenmore Mercy Hospital 2950 Elmwood Avenue Kenmore, NY 14217

Patient Guide Patient Information Guide Kenmore Mercy Hospital 2950 Elmwood Avenue • Kenmore, NY 14217 Kenmore Mercy Hospital ...
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Patient Guide

Patient Information Guide

Kenmore Mercy Hospital 2950 Elmwood Avenue • Kenmore, NY 14217

Kenmore Mercy Hospital

2950 Elmwood Avenue • Kenmore, NY 14217 (716) 447-6100 •

Welcome to Kenmore Mercy Hospital Dear Patients, On behalf of our entire healthcare team, I would like to welcome you to Kenmore Mercy Hospital. As a member of Catholic Health, we are dedicated to providing you the very best medical care with a longstanding tradition of service excellence. To help answer any questions you might have about your hospital stay, we have prepared this Patient Guide. In it you will find helpful information on everything from admission to procedures to hospital visiting hours. We encourage you to take a few moments to review this material and share it with your family so they too will be informed. Because your healthcare doesn’t end when you leave the hospital, your guide also contains information about the many programs and services offered by Kenmore Mercy and Catholic Health. These programs and services can play a vital role in your recovery, as well as the general good health of you and your family. While you are a patient here, your care and comfort are our top priorities. If you have a question or concern, please do not hesitate to ask a member of your healthcare team. Kenmore Mercy has been serving the healthcare needs of thousands of patients throughout Western New York since 1951. We thank you for entrusting your care to our hospital. It is our hope that time brings you healing, comfort, and peace. Sincerely,

James M. Millard President & Chief Executive Officer

Patients' Bill of Rights As a patient in a hospital in New York State, you have the right, consistent with law, to: 1) Understand and use the 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, national origin, disability, sexual orientation, 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 name, positions, and functions of any hospital staff involved in your care and refuse their treatment, examination or observation. 7) A non-smoking room. 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 "Do Not Resuscitate Orders – 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. 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) 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 Health Department. The hospital must provide you with the Health Department telephone number. 18) Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors. 19) Make known your wishes in regard to anatomical gifts. You may document your wishes in your healthcare proxy or on a donor card, available from the hospital.

Patients Responsibilities Patient Responsibilities 1) Give Full Information: Tell the staff responsible for your care, everything you can about your condition, including all symptoms, medication you are taking, previous illnesses and hospitalizations. 2) Report Any Changes: Inform the staff immediately about perceived risks in care provided and changes in symptoms, medications or general condition. 3) Follow Your Instructions: Take all medication as prescribed. Listen carefully to instructions about diet, exercise, etc. Tell the staff if you are having trouble following the instructions. Ask questions if you need additional information. 4) Keep All Appointments: Plan carefully and schedule all tests and optional treatments in advance. If you must cancel an appointment, try to give at least 24 hours notice. Be on time for your appointments. 5) Accept the Results of Your Actions: All patients have the right to refuse treatment, but be aware of what effect this may have on your health. 6) Fulfill Your Financial Obligations: Late payments increase overall hospital expenses. Paying your bill on time helps keep medical costs down. 7) Respect Others: Be considerate of the rights of other patients and hospital personnel. The patient is responsible for being respectful of the property of other persons and of the hospital.

Hospital and Health Services Credentials Accreditation: Licensed By: • Fully accredited by the Joint • New York State Department of Health Commission on Accreditation of Healthcare Organizations (JCAHO) Member of: • The American Hospital Association • The Catholic Health Association • Catholic Health East • Catholic Health System

• The Hospital Association of New York State • The New York State Catholic Council • The WNY Catholic Health Care Corporation • The Ken-Ton Chamber of Commerce

These are assurances that Kenmore Mercy Hospital meets the highest standards of medical care in personnel organization and equipment.

Patient Safety Kenmore Mercy Hospital Takes Pride In The Care We Provide. In partnership with you, we wanted to offer a list of ways we can work together to maintain a safe environment. 1)

When you are being admitted to the hospital, you will have an identification band placed on your wrist. Offer to show your ID wristband to staff when they enter your room. You can expect staff to check it before giving you medications, drawing blood, or taking you for procedures. If they do not, please ask them to. If your wristband has to be removed for any reason, you can expect the staff to replace it.

2) If you are scheduled for surgery, you can expect staff to confirm the correct location of your surgery and mark the correct site. 3) You can expect nurses, physicians, and other caregivers to cleanse their hands with disinfectant soap or hand gel before and after patient contact. Feel free to ask your caregiver if they have washed their hands before providing you care. 4) You can expect staff to label all blood specimens at your bedside. 5) You can expect staff to introduce themselves and tell you what they are doing. All staff can be identified by their badge, which has their name and photo image. 6) Make sure your physician knows what medications you are currently taking. This includes prescription and over-the-counter medications and supplements such as vitamins and herbs. 7) Alert your physicians and nurses about any allergies you may have had to medications in the past. 8)

If you or your family notices a significant change in your condition, notify the nurse immediately. Our organization has a trained team of professionals (Rapid Response Team) ready to respond and assist the nursing staff in addressing your condition.


If you have suggestions to improve patient safety or have safety concerns, we encourage you to speak with your doctor or nurse. Additionally, you may call 447-6914 to reach the Patient Representative.

Amenities Telephones

Telephone service is available for a daily rental fee of $3.25 per day. Should you choose telephone service, you will be able to receive incoming telephone calls and place outgoing local calls from the telephone in your room. Outgoing calls can be made by dialing “8” and then the telephone number you are calling. For incoming telephone calls, family and friends may reach you by calling 447-6262 between 9 a.m. and 9 p.m. Long distance telephone calls are made at your own expense. A TV/Telephone Service representative will visit your room daily to collect rental fees and to assist you with service. The use of cellular phones in the hospital is prohibited due to the potential interference with some medical life-safety equipment.

Television & Radio

Television services are available for a daily rental fee of $4.25 per day. A TV/ Telephone Service representative will visit your room daily to collect rental fees and to assist you with service. There is no charge for viewing patient and health information channels. No personal television sets or radios are allowed in your room.

Flowers and Mail

Any mail, packages, or flowers will be delivered daily to your room. Outgoing mail may be given to your nurse. Mail received after your discharge will be forwarded to your home.

Gift Shop

The Willow Tree Gift Shop, staffed by Kenmore Mercy Hospital Auxiliary volunteers, is located near the main entrance. The shop carries fresh flower arrangements, cards, magazines, toiletries, jewelry, candy, clothing, fashion accessories, and a variety of gifts.


Visit to send your family members and friends an E-Card.

Special Communication Needs

The hospital safeguards the rights of patients with physical challenges and/or special communication needs. All patients are assured equal and effective access to our healthcare services through qualified sign and foreign language interpreters and necessary auxiliary adaptive devices. If you need any of the following devices and/or services, contact your nurse, who will make the necessary arrangements for you: • TTY-TTD (telecommunicator for the • Sign Language interpretation phone for deaf and hearing impaired) persons with Limited English Proficiency (LEP) • Phone Amplifier • Signature Guide • Closed Captioned TV • Prism Glasses


Newspapers are for sale in the main lobby. The Gift Shop has other reading materials.

Visitor Parking & Visiting Hours Visitor Parking

Parking is available free of charge in front of the hospital along Elmwood Avenue. Valet parking is available for a nominal fee. Handicapped parking is located on either side of the main entrance. Additional parking is also available in the rear end of the hospital. The hospital is not responsible for theft of damage to vehicles while parked on hospital property.

Visiting Hours Nursing Units 11 a.m. - 8:30 ICU – 3rd Floor 11 a.m. – noon 1 p.m. – 3 p.m. 7:30 p.m. – 9 p.m. Rehab – 2nd Floor 11:30 a.m. – 8:30 p.m.

Smoking Policy

Patients may not smoke during their stay. In accordance with regulations of the Joint Commission on Accreditation of Healthcare Organizations, smoking is not permitted anywhere inside Kenmore Mercy Hospital or on the hospital grounds.

Food & Nutrition Services Patient Meals

Hundreds of meals are prepared daily at Kenmore Mercy Hospital and each tray receives individual attention. Nourishing and well-balanced meals are an important part of your treatment and recovery. A Registered Dietitian works closely with your physician to provide you with individual nutritional care. Our food service program is called “At Your Service.” Upon admission an ambassador will present you with a restaurant-style menu containing foods correlated to the diet prescribed by your physician. When you wish to receive your meal(s), dial 7-FOOD (73663) and place your order with the call center receptionist. You will receive your personal, “made-to-order” meal within 45 minutes of placing your order. The “Call Center” is open from: 7 a.m. – 10 a.m. Breakfast 11 a.m. – 2 p.m. Lunch 4 p.m. – 7 p.m. Dinner If you need something during “off ” hours, please tell your nurse to call Nutritional Services.

Guest Trays

The Food & Nutrition Department will make meals available to relatives and friends of hospitalized patients. A guest tray voucher (breakfast, lunch, or dinner) may be purchased in the cafeteria during regular business hours and then can be ordered by calling the call center. There is a $6.00 charge per tray, which includes your choice of an entrée, side salad, dessert, and beverage.

Cafeteria Services

The cafeteria offers a variety of hot foods, sandwiches, pizza, a salad bar, desserts, ice cream, snacks, and beverages for dining in or take out. The cafeteria is located on the ground floor.

Cafeteria Hours: 7 a.m. – 7 p.m. 7 days a week (closed for cleaning between 2 p.m. – 2:30 p.m.) 7 a.m. – 10 a.m. hot breakfast 10:30 a.m. – 2 p.m. grill and steam table open 2:30 p.m. – 4:30 p.m. limited items (soup, salad bar, and pizza) 4:30 p.m. – 7 p.m. grill and steam table open

Spiritual Care Catherine’s Tea Room

The hospital features Catherine’s Tea Room, located in the first floor lobby. This convenient facility offers visitors unique sandwiches, salads, and soups. You can also relax with a cup of specialty coffee or gourmet tea while enjoying a luscious dessert. Catherine’s Tea Room is open Monday – Friday, 7 a.m. to 7 p.m., and Saturday, 8 a.m. to 3 p.m. (closed Sunday).

Vending Machines

Vending areas are located on the first floor in the Emergency Room waiting area and in the Cafeteria and are available 24 hours-a-day.

Spiritual Care Chaplains

Certified chaplains can help you and your family discover the vitality of your faith as you look for comfort and meaning during your illness. Working in cooperation with your own priest, minister, rabbi, or religious leader, the hospital’s Spiritual Care team will be available to you for prayer, counsel, support, and assistance in your healing process. A Spiritual Care staff member may be called at any time by dialing the operator or by contacting your nurse. Staff members are on-call for after-hours emergencies. Holy Communion, Sacrament of the Sick and Sacrament of Reconciliation are available upon request for patients. The Spiritual Care office is located across from the Chapel on the second floor and can be reached by calling 447-6191.


The Hospital Chapel, located on the second floor, is a place of quiet religious beauty for prayer and meditation. It is open 24-hours every day. Religious services are open to all and are held in the Chapel unless otherwise noted. Chapel Masses are also broadcast over Channel 13 on the hospital’s closed-circuit television system.

Admission What to Bring

You should bring appropriate insurance forms and cards, including Medicare and other insurance identification cards, to ensure receipt of proper credit for your insurance coverage. Bring only a bathrobe, slippers, desired walking shoes, nightgown or pajamas and toiletries. The hospital will provide other necessary articles. Electric razors and blowdryers are permitted, but the hospital does not take responsibility for their safekeeping. Kenmore Mercy Hospital is not responsible for cash, valuables and personal items you take to your room with you. This includes eyeglasses, hearing aids, dentures, canes, prostheses, wheelchairs and other easily misplaces items. If you wear dentures, eyeglasses or contact lenses, you should keep them in protective containers, labeled with your name. To prevent loss, never place dentures on meal trays, put them under the pillow or wrap them in napkins. If your family takes your dentures, glasses, or hearing aid(s) home, please inform the nursing staff. All jewelry and valuables should be sent home or placed in the hospital safe. Any items left behind in rooms not claimed within one month (30 days) after discharge will be disposed of. Please notify hospital staff if you are parking your vehicle in the hospital parking lot during your stay.

Consent For Treatment

To comply with your health insurance company, you will be asked to sign a “Release of Information” form upon admission. Sometime after your admission, you’ll be asked to sign a consent form that allows us to treat you and/or perform any necessary surgery. If, for any reason, you are unable to sign, the forms must be signed by your next of kin or other responsible party. Consents for minors must be signed by parents or guardians.

Hospital Records

Upon arrival, information is obtained from you or your family to create your hospital records. While some questions may seem personal, all information is necessary for your records. It is important that you provide the name and phone number of a family member or friend we can notify in case of an emergency. You also should consider assigning a healthcare proxy during your hospitalization in the event you are unable to speak for yourself. For more information on assigning a healthcare proxy, refer to the publication Your Rights as a Hospital Patient. Please keep in mind that your hospital record is confidential. It is for hospital use only. Unless subpoenaed by court authority, or for other legally permissible reasons, we will require your authorization before releasing your records.

Insurance & Hospital Bills Financial Arrangements

Your Blue Cross, Medicare, Medicaid, HMO or private insurance must be validated at the time of admission. Patients admitted without insurance coverage are personally responsible for their entire bill, and arrangements for payment will be required prior to an elective admission. The hospital may require patients to sign promissory notes to ensure payment for portions of their bills not covered by insurance. Your daily charges include your room accommodations, nursing care, bedside meals, special diets, linen service, housekeeping and other hospital-related services. Our billing staff is available to answer any questions you may have regarding your hospital bill. As a courtesy, we file all healthcare insurance claims for you. Hospital insurance plans do not always provide full coverage of your hospital bill, and your hospital insurance coverage is a contract between you and your insurance company. Although the hospital will assist in processing and expediting your claim, you are ultimately responsible for your account with Kenmore Mercy Hospital. Unless other payment arrangements are made prior to treatment, you will be expected to pay in full the difference for all charges not covered by insurance. We will attempt to secure payment from your insurance carrier. While you are a patient at Kenmore Mercy Hospital, you will be cared for in a variety of patient settings. Your treatment may involve the services of many different healthcare professionals. Depending on the tests or procedures ordered by your doctor, there may be several physicians involved in your care and each may bill separately for their services. Not all of these physicians participate in all plans. It is your responsibility to check with your insurance carrier to see which physicians are participating members and choose your doctors accordingly or make any necessary arrangements with your health insurance carrier if a physician you select does not participate in your plan. You must submit a claim form to your physician, in addition to the one you submit for hospital charges, before your insurance company will process the hospital bill. Please check with your insurance company directly if you have any questions about coverage. They make the final decisions on payments. If you have any questions about your bill, please call 601-3600.

Patient Care Services Emergency Services

Staffed by a team of board certified emergency physicians, physicians’ assistants and specially trained registered nurses, Kenmore Mercy's Emergency Department treats over 26,000 patients each year. The Emergency Department is available around-the-clock.


The newly renovated GI/Endoscopy unit provides state-of-the-art equipment in a comfortable setting. The unit offers specialized diagnostic and treatment services for patients with a variety of digestive related disorders and illnesses affecting the respiratory tract.

Imaging and Interventional Radiology

Thanks to a unique partnership with Siemens Medical Solutions, Kenmore Mercy Hospital, along with all of Catholic Health, is bringing the most advanced imaging technology to Western New York. The hospital’s Imaging Department features a variety of advanced diagnostic and treatment services including MRI, CT, Mammography, Ultrasound, Special Procedures and Interventional Radiology. Often called the “surgery of the 21st century,” Interventional Radiology uses imaging techniques to see inside the body and guide narrow tubes and small instruments through blood vessels and other body sites to diagnose and treat a variety of medical conditions.

Knee & Hip Center

With the opening of the Knee & Hip Center in 2004, Kenmore Mercy continues to strengthen its reputation for high quality Orthopedic Services. Noted for its dedicated focus and innovative techniques, the Knee & Hip Center integrates a wide range of surgical advances with individualized care, education and support for patients requiring total knee and hip and partial knee replacement surgery. Kenmore Mercy continues to offer patients the most advanced care available, including its world-renowned Unicondylar Knee Replacement Program.

Neurosurgery Services

Kenmore Mercy has made a significant investment in acquiring new technology to expand its Neurosurgery Program. Today, it is the only suburban hospital offering advanced Neurosurgery services – attracting new patients throughout the region. Procedures can help patients recover from brain and spine trauma, tumors, cerebral vascular disorders, such as aneurysms and clogged arteries, chronic lower back pain birth defects, and other injuries and diseases of the brain, spine and peripheral nerves.

Stroke Services (Designated Stroke Center)

Kenmore Mercy Hospital has been named a Designated Stroke Center by the New York State Department of Health, meaning it offers the most advanced stroke care available to help save lives and prevent permanent disability. To quality for designation, hospitals must meet the state’s stringent guidelines for treating stroke patients, including offering timely and comprehensive diagnostic, treatment and rehabilitation services.

Patient Care Services Care Management

The Care Management Department is staffed with RN Case Managers, RN Discharge Coordinators, and Medical Social Workers who work with you and your family early during your admission to identify what your needs may be and prepare for your discharge once you no longer require hospital care. Upon admission and throughout your stay, this team follows your treatment plan and works collaboratively with your healthcare team (physicians, therapists, nurses) and your insurance company. If it is identified that you are in need of post-hospital services such as home care (nurse visits, therapist visits, IV therapy, etc.); equipment (oxygen, walker, hospital bed, etc.); the Care Management Team will provide you with the necessary information so that you can make an informed choice of providers. The RNs and Social Workers within the Care Management Department are available to discuss your concerns and answer any questions you may have. Please call 447-6098 for assistance or ask the Nursing Staff to contact a team member for you.

Hospice Suites

For more than a decade, Kenmore Mercy has been providing high quality, compassionate inpatient Hospice care to patients throughout our community. Thanks to the generosity of the Kenmore Mercy Foundation and the KMH Women’s Auxiliary, two new Hospice Suites have been opened at the hospital. Relocated to the 2 West Patient Care Unit, the newly remodeled suites feature a peaceful, home-like atmosphere and specially trained staff to help patients and their families facing the end of life’s journey. The suites include a comfortably furnished patient room with warm wood accents, soft lighting and wheelchair-accessible bathroom, along with an adjacent “family room” with sleeper chairs, flat screen TV, and kitchenette with a microwave and refrigerator.

Love Award Love Award

Kenmore Mercy Hospital strives each day to provide our patients, residents, and clients with high quality, compassionate care and unparalleled service excellence. We do so by living the values – Compassion, Justice, Reverence, and Excellence – that define Catholic healthcare in our community. Our philosophy of care is firmly rooted in the belief that all people, especially those who are poor and disadvantaged, should be treated with dignity and respect. The LOVE AWARD (Living Our Values Effectively) is designed to recognize outstanding associates and volunteers throughout Catholic Health who demonstrate a personal commitment to our values in their daily work. The award, which is presented quarterly, is intended to acknowledge those individuals who go above and beyond the traditional scope of their jobs and are truly deserving of special recognition. Anyone can nominate an associate or volunteer for the LOVE AWARD – patients, visitors, family members, physicians, volunteers, and co-workers. Those who are nominated and chosen will receive several distinct recognition honors. If you would like to nominate an associate or volunteer for the LOVE AWARD, please take a moment to fill out the nomination form on the next page and deposit it in one of the drop boxes throughout the hospital. Love Award Eligibility Criteria: REVERENCE FOR THE DIGNITY OF EACH PERSON ☐ Treats all people with respect, dignity, and concern. ☐ Exhibits fair and just treatment of all individuals by their words and actions. ☐ Treats others as they would like to be treated. COMPASSION ☐ Understands how others feel and responds in a sensitive, caring manner. ☐ Demonstrates sympathy and empathy toward those in distress, helping to calm fears. ☐ Takes time to listen and help others in need.

JUSTICE FOR ALL, ESPECIALLY THOSE WHO ARE POOR AND DISADVANTAGED ☐ Shows unconditional acceptance of all people. ☐ Serves as an advocate for the vulnerable. ☐ Collaborates with others to empower individuals to seek justice. ☐ Participates in service projects on behalf of persons who are poor and disadvantaged.

EXCELLENCE ☐ Takes pride in his or her work and strives for excellence, going beyond expectations. ☐ Maintains the highest quality standards. ☐ Reinforces positive behaviors by their personal example and commitment to excellence. ☐ Affirms and recognizes others’ gifts. ☐ Accepts the challenges and dedication it takes to be the best they can be.

Love Award Love Award Nomination Form Name of Candidate: Position: Reason(s) for nomination (Please be as specific as possible; describe event/behavior. For eligibility criteria, see the previous page. Attach an additional sheet if necessary.):



Your relationship to the nominated associate or organization: ☐ Patient/Resident ☐ Physician ☐ Manager ☐ Co-Worker ☐ Visitor/Family Member ☐ Volunteer ☐ Other

Phone Numbers Helpful Phone Numbers Main Hospital Number......................447-6100 Admissions/Patient Registration.......447-6131 Administration...................................447-6102 Business Office....................................601-3600 Care Management (Social Work, Discharge Planning)....................447-6098 Cashier.................................................447-6149 Environmental Services......................447-6055 Food and Nutrition Services..............447-6210 Foundation Office...............................447-6204 Gift Shop..............................................447-6181 HealthConnection..............................447-6205 Information Desk...............................447-6262 Operator..............................................0 Patient Representative........................447-6914 Pre-Administration Testing...............447-6739 Public Relations .................................447-6279 Security................................................447-6137 Spiritual Care......................................447-6191 Volunteer Office..................................447-6189

Notes Notes

Notes Notes

Our Mission Our 2020 Vision Our Values

We are called to reveal the healing love of Jesus to those in need.

Inspired by faith and committed to excellence, we will lead the transformation of healthcare in our communities.

Reverence, Compassion, Justice, Excellence

Kenmore Mercy Hospital 2950 Elmwood Avenue • Kenmore, NY 14217 (716) 447-6100 •