Richmond University Medical Center’s patient representatives are your personal advocates and are available from 9 a.m. to 5 p.m., Monday through Friday. Call 718-818-4340 for assistance with any area of concern. If you need assistance after hours, you can either:
- Contact the hospital operator at 718-818-1234 and ask to speak to an Assistant Director of Nursing on duty
- Leave a message and a patient representative will return your call as soon as possible
Do you need help in any of the following areas?
- Negotiating the hospital process
- Resolving conflicts
- Registering complaints
- Issuing advance directives
- Contacting patient/family support
Call 718-818-4340 for help.
The Complaint Process
Patients and their representatives have the right to express concerns about the quality of care or service received at Richmond University Medical Center. This is called presenting a complaint. We encourage the resolution of concerns by speaking directly with a staff member in the department or unit where the problem has occurred. However, if an issue cannot be resolved by speaking with a staff member or if you feel uncomfortable discussing the issue within the department or unit where the issue occurred, we invite you to contact the Patient Relations Office. A patient representative can be reached in the following ways:
By phone: 718-818-4340
By email: firstname.lastname@example.org
Or in writing:
Patient Relations Department
Richmond University Medical Center
355 Bard Avenue
Staten Island, NY 10310
Grievance Time Frame
Within 7 calendar days a grievant will receive written notification that his/her grievance was received and resolved. If the grievance resolution is not possible within 7 calendar days after the receipt of the grievance, a letter outlining the process and expected time to resolution will be sent to the grievant within 7 days.
Instead of utilizing the hospital’s grievance process ,they may also file a complaint with the New York State Department of Health # 800-804-5447 and/or The Joint Commission (TJC) at 1-800-994-6610 or e-mail at email@example.com
All complaints or grievances shall be kept confidential and shared only with involved staff members, or the immediate supervisor.
Patients' Bill of Rights
As a patient in a hospital in New York State, you have the right, consistent with law, to:
- 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.
- Receive treatment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, source of payment, or age.
- Receive considerate and respectful care and a clean and safe environment free of unnecessary restraints.
- Receive emergency care if you need it.
- Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
- Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
- A no smoking room.
- Receive complete information about your diagnosis, treatment and prognosis.
- 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.
- 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 t0o ill to do so. If you would like additional information, please ask for a copy of the pamphlet "Do Not Resuscitate — A Guide for Patients and Families."
- Refuse treatment and be told what effect this may have on your health.
- Refused to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
- Privacy while in the hospital and confidentiality of all information and records regarding your care.
- 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.
- 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.
- Receive an itemized bill and explanation of all charges.
- Complaining 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 State Health Department telephone number.
- Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
- 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.
Public Health Law (PHL) 2803 (1)(g) Patient's Rights, 10NYCRR, 405.7, 405.7(a)(1), 405.7(c)
You Need an Interpreter?
Interpreters can be arranged through the Nursing or the Patient Relations Department. Our advanced telecommunications system offers translation services in over 120 languages; certified ASL interpreters are also available on request. Call 718-818-4340 to arrange for an interpreter or for more information.