Patient Handbook

A Letter from our President & CEO

Dear Friends:
Thank you for choosing Samaritan Medical Center for your healthcare needs. Our staff and physicians are committed to patient-focused care, to support the Samaritan mission of providing high quality, comprehensive, safe and compassionate healthcare services to meet the needs of our civilian and military community.

Please feel free to ask for assistance at any time, or tell us what you need to make your visit with us more comfortable.

After you leave the hospital, you may receive a patient satisfaction survey in the mail. Your rating of the care you received and your suggestions will help us improve our services to all patients.

This booklet was designed to make your visit with us as successful and comfortable as possible. It should answer any questions you may have

Once again, thank you for choosing Samaritan Medical Center for your healthcare. Please be assured that we will do all we can to meet your needs comfortably and compassionately.

Thomas H. Carman
President and Chief Executive Officer

Patient's Bill of Rights

As a patient in a hospital in New York State, you have a 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, 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 names, positions and functions of any hospital staff involved in your care and refuse treatment, examination or observation.
7. A no smoking room.
8. Receive 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 & 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 and 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 phone 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 health care proxy or on a donor card, available from the hospital.
20. Receive appropriate assessment and management of your pain.

Concerns/Problems/Complaints About Your Hospital Care

If you have concerns, problems or complaints related to any aspect of care during your hospital visit or stay, please speak to your physician, nurse or a hospital staff member. If you feel your physician, nurse or staff member has not resolved your concern, please contact the Patient Relations Manager at 315-785-4679 or by mail at Samaritan Medical Center, Attention: Patient Relations Manager, 830 Washington Street, Watertown, New York 13601.

You have the right to file your complaint with the New York State Department of Health regardless of utilizing Samaritan's Patient Relations Program. You may contact New York State Department of Health at 1-800-804-5447 or by mail at New York State Department of Health, Centralized Hospital Intake Program, 433 River Street 6th Floor, Troy, New York 12180. Questions or comments: This email address is being protected from spambots. You need JavaScript enabled to view it. .

If your concerns cannot be resolved through the hospital, you may contact the Joint Commission's Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission-accredited health care organization by either calling 1-800-994-6610 or by e-mailing This email address is being protected from spambots. You need JavaScript enabled to view it. .

Patient Responsibilities

Samaritan Health System believes that, as our patient, you have basic responsibilities, including the following:
• Providing information about past and present medical problems to your doctor or healthcare provider.
• Ask questions when you do not understand your treatment plan and what is expected of you.
• Follow the instructions of your doctor or caregiver.
• Accept the outcome of not following the instructions.
• Follow Samaritan rules and regulations.
• Avoid unnecessary noise.
• Follow the smoking rules.
• Respect the property of others.
• Follow visiting hours.

Billing for Hospital Services

Our Patient Accounting Staff will bill your insurances for all Samaritan charges. If you have no insurance or have balances that present a financial hardship, please refer to the enclosed Financial Assistance Application.

IMPORTANT PHONE NUMBERS:

Toll Free Number
1-877-888-6138
(315) 785-5730

CALL A PATIENT ACCOUNT REPRESENTATIVE...

When you have questions about your bill, about insurance payments, or to discuss payment options.

OTHER CHARGES:

When you receive a bill for services provided by Samaritan, the bill does not include physician services. You may receive a separate bill from any of the following:
• Your Private doctor
• North Country Emergency Medical Consultants – (866) 952-6774
• Jefferson Anesthesia Group – 785-9153
• Samaritan Family Health Centers – 779-5313
• Samaritan Medical Practice – 788-1751
• Northern Radiology Associates – 786-5000
Please call these offices if you have questions about your bill.

THE NEW YORK HEALTH CARE REFORM ACT (HCRA)

Health Care payers are required to pay an assessment to fund healthcare initiatives. This means for any self-pay portions, you will be assessed a surcharge which represents your portion of New York State's Health Care financing laws.

Partners in Patient Safety

Patient Safety is one of the nation's most pressing healthcare challenges. We, at Samaritan Medical Center, want to provide a safe visit. This sheet explains the steps for safe healthcare.

You, as a patient, are a partner in establishing and maintaining a safe environment while at Samaritan Medical Center.

Steps to Safe Healthcare

• As our Partner........ask questions and express concerns.
• As our Partner........tell us about your allergies and adverse reactions.
• As our Partner........do not take any medications unless given to you by your nurse, doctor or therapist.
• As our Partner........ask for information about medications, including possible side effects.
• As our Partner........if you are having surgery, make sure that you, your doctor, and your nurse all agree and are clear on exactly what will be done.

Infection Control

You, your family, visitors, and all healthcare workers are of utmost importance to us. We are all key players in the prevention of infection. The single most important method of preventing infection is handwashing. It is okay to ask anyone who comes into contact with you if they have washed their hands. Please remember to wash your hands and remind anyone having contact with you to wash their hands. If you have a cough, please cover your mouth with a tissue, and dispose of once used. We also request that any of your visitors who may be ill not visit; they may keep in touch with you by telephone.

There may be times when a patient is placed in a private room. Do not be alarmed by this. It is for your protection as well as those around you.

Pastoral Care

At Samaritan we recognize that spiritual care is an important part of good health care. We are fortunate to have a Pastoral Care Department dedicated to help meet your spiritual care needs whether you are a patient in our Emergency Department or have been admitted to another of our many services. If you would like a chaplain to visit you while you are here, please simply ask one of our staff and they will be happy to notify us. We will also be glad to assist you in notifying a spiritual caregiver of your choice from the community as well. If you, or a member of your family would like to contact us directly you may call our office at 785-4195. There is also an interdenominational chapel for your use located on the first floor of the hospital near the surgical waiting room. If you need assistance locating the chapel, please ask one of our staff.

Visiting Hours

Our visiting hours are designed to allow for the maximum possible care involvement of family members in the patient's care and healing process. We encourage you to visit during the times as outlined by specialty care units.

We understand how important it is for our patients to spend time with friends. Visiting times are flexible. Please speak to the nurses to determine the best time for visitors. Visiting arrangements are patient-specific, based on individual needs.

AGE RESTRICTION
Visiting by children may be restricted based on the patient's condition. Please check with the Nurse/Nurse Manager prior to your visit. We respectfully request that small children be closely supervised, for their own safety and for the comfort of our patients.

CRITICAL CARE UNITS
Children 10-17 years old are permitted to visit on a limited basis as determined by the nurse based on the diagnosis and condition of the patient. Critical Care, Intensive Coronary Care, Neonatal Intensive Care and Progressive Care Units. Due to the nature of these Critical Care areas, we must restrict visitors to immediate family members only (parents, spouse, children, grandparents, siblings or significant other).
Visitation hours are from 12:00 p.m. to 6:30 p.m. and 8:30 p.m. and 10:00 p.m. Only two visitors at a time per patient. No visitation between 6:30 and 8:30 p.m. - change of shift report. 15 minute visitation intervals - according to patient/unit needs. In the Critical Care waiting area, phones are also available which ring directly into ICCU and PCU nurses stations. Please use these phones to inquire about visiting your loved one.

When a patient is admitted to Critical Care, it is important that each family designate a contact/spokesperson to assure optimal communication regarding the patient, while allowing staff to focus on providing care to your loved one. Critical Care waiting room number is 315-785-4671.

MEDICAL/SURGICAL UNITS
11 a.m. - 8 p.m. Please limit visitors at the bedside to two.

THE MATERNITY PLACE
Visiting hours are at the request of the patient during waking hours. There are no restrictions for fathers, siblings or grandparents. Siblings are welcome during waking hours.

PEDIATRIC UNIT
Parents and grandparents are welcome to visit anytime during waking hours. Only one parent/designee may spend the night. Sleeper chairs are available on a first come, first serve basis. All other visitors are welcome to visit between 11:00 am - 8:00 pm.

EMERGENCY DEPARTMENT
Visitors are restricted to one at a time. Both parents are allowed to remain with their children. NOTE: Due to the critical nature of the Emergency department visitors are allowed at the discretion of the Emergency physician and/or nurse.

ACUTE REHABILITATION UNIT
In order for patients to participate in their rehabilitation, visiting hours are between 4:00 pm - 8:00 pm, Monday through Friday and 11:00 am- 8:00 pm on Saturday and Sunday.

PROGRESS CARE UNIT
Visitors hours are 11:00 am - 8:00 pm. Please limit visitors at bedside to two.

CAFETERIA HOURS:
Monday - Friday: 6 am - 7 pm
Breakfast: 7 am - 9:30 am
Lunch: 11 am - 2 pm
Dinner: 4:30 pm - 6:30 pm
Weekend: 7 am - 7 pm
Lunch: 11 am - 2 pm
Dinner: 4:30 pm - 6:30 pm

GIFT SHOP HOURS:
Monday - Friday: 10 am - 7 pm
Saturday: 10 am - 7pm
Sunday: Varies