Logan Reid
If you need to contact someone who is currently a patient in a hospital, you can reach them by phone. Many hospitals have a patient relations team that can help you with your inquiries. For example, at NYU Langone Hospital, the Patient Relations staff can be reached at 718-630-7314 from Monday to Friday, 9:00 AM to 5:00 PM. If you are calling from inside the hospital, you can dial 7314 or page the hospital operator. After 5:00 PM or on weekends and holidays, the nursing supervisor can be contacted at 718-630-7550. Additionally, if you have concerns about your care, safety, or special needs, patient relations teams are available to help address these issues and answer any questions you may have about your rights as a patient.
| Characteristics | Values |
|---|---|
| Contacting patients in hospital | Via phone, mail, or in person |
| Contacting hospital staff | Via phone, email, or in person |
| Contacting hospital departments | Via phone, email, or in person |
| Contacting specific people in the hospital | Ask hospital staff for direction |
| Contacting people outside the hospital | Ask hospital staff for direction or contact details |
| Contacting people on behalf of a patient | Via phone, email, or in person |
| Contacting people with specific questions or concerns | Via phone, email, or in person |
| Contacting people for medical advice | Via phone, email, or in person |
| Contacting people for non-medical advice | Via phone, email, or in person |
| Contacting people for complaints or concerns | Via phone, email, or mail |
| Contacting people for suggestions or compliments | Via phone, email, or in person |
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What You'll Learn
Patient relations teams
One of the key roles of patient relations teams is to facilitate communication and act as a liaison between patients and medical staff. They can help convey patients' needs, requests, and feedback to the relevant departments, ensuring that patients' voices are heard and addressed. This may include interpreting services for patients with hearing or vision impairments or those who speak a different primary language. Patient relations teams also ensure that patients from diverse backgrounds are treated equally, without discrimination based on race, colour, religion, sex, national origin, disability, sexual orientation, or age.
Additionally, patient relations teams provide information and address queries about hospital policies and procedures, as well as patients' rights. They guide patients on their entitlements, such as the right to appeal decisions made by doctors or hospital staff, and assist in resolving ethical dilemmas that may arise during treatment. Patients and their families can contact the patient relations team to request clinical ethics consultations, which help protect their rights and ensure optimal care.
In some cases, patient relations teams also handle billing inquiries, providing clarity on charges and directing patients to the appropriate billing offices or departments. They can assist patients in understanding their bills, including any surcharges, and facilitate payments or address concerns about financial matters.
Overall, patient relations teams strive to create a positive and welcoming atmosphere in hospitals, making patients and their families feel valued and cared for. They are committed to ensuring that patients' stays are as pleasant and safe as possible, fostering a foundation of trust and respect between patients and healthcare providers.
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Patient representatives
In addition to their role in patient care, patient representatives handle data entry, research, care coordination, and record-keeping. They collect and report data on patient encounters, handle patient inquiries, and train volunteers and staff. They are often the point of contact for patients with concerns, suggestions, or complaints about their care and can advocate for patients' rights and address grievances.
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Interpreters
If you need to contact an interpreter while in hospital, there are a few options available to you. Firstly, it is important to establish whether you require an interpreter for a spoken or signed language. If you are seeking a spoken language interpreter, most hospitals provide in-person, over-the-phone, or video interpreters for a variety of languages. Some hospitals may only offer certain types of interpreting services, so it is worth checking with the hospital in question to understand their specific offerings. For example, Rhode Island Hospital provides interpreter services over the phone.
If you are a patient with Limited English Proficiency (LEP), you have a right to access appropriate language services. National standards for medical interpreting in the United States are set by the US Department of Health and Human Services and the National Council on Interpreting in Health Care. These standards outline the competencies required of a "qualified interpreter", including knowledge of specialized terminology, interpreter ethics, and the skills to interpret accurately, effectively, and impartially. Federal law prohibits the use of minor children as interpreters.
If you are seeking a sign language interpreter, you may need to take additional steps to ensure that an interpreter is provided. While the Americans with Disabilities Act (ADA) prohibits discrimination against people who are deaf or hard of hearing, you may still encounter resistance when requesting an interpreter. In this case, it is important to know your rights and advocate for yourself or your family. You may need to contact external organizations, such as the Nebraska Commission for the Deaf and Hard of Hearing (NDCHH), for advice and support in securing an interpreter.
Some hospitals have specific departments dedicated to interpreter services, such as a language access department, which can be contacted directly to request an interpreter. It is worth familiarizing yourself with the different departments and procedures in place at the hospital to ensure timely access to interpreting services. Interpreters play a crucial role in ensuring effective communication between patients and medical staff, so it is important to utilize these services when needed.
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Complaints procedures
If you have a complaint about your experience in a hospital, there are several steps you can take to address the issue. It is important to be as specific as possible and provide any relevant documentation when making a complaint. Here is a step-by-step guide on how to navigate the complaints procedure:
Speak to Hospital Staff
The first step is to bring your concerns to the relevant hospital staff as soon as possible. This could include your doctor, nurse, or another staff member. Be clear and specific about your complaint and ask how it can be resolved. If you are unsure about certain medical jargon in any important hospital forms, instructions, or information, don't hesitate to ask questions. If you are not satisfied with their response or require further assistance, you can request to speak to a hospital social worker or patient representative, who can help mediate and identify resources.
Contact the Relevant Department
If your complaint remains unresolved, you can then proceed to contact the relevant department within the hospital. For instance, if your concern is related to billing, you should first ask your doctor or the hospital's billing department to explain the charges. Understand the hospital's billing dispute process and make your case accordingly. If you have Medicare and disagree with your bill, you can file an appeal. Additionally, if you are enrolled in a managed care plan and have concerns about your benefits or coverage, you can submit an appeal to the plan's utilization review committee.
File a Formal Complaint
If the issue still persists, you may need to file a formal complaint with an external organization. The specific organization will depend on the nature of your complaint. For instance, if you believe you have received incompetent, negligent, or fraudulent care from a licensed healthcare professional, you can file a complaint with the state's Office of Professional Discipline or Office of Professional Medical Conduct. If your complaint is about the quality of care received from a Medicare provider, you can submit a complaint to your state's Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO). Additionally, if your complaint is about surprise billing practices, you can submit it to the No Surprises Help Desk for review and further action.
Contact Government Departments
If your complaint has still not been adequately addressed, you may need to involve relevant government departments. For instance, in New York State, if your issue has not been resolved by the hospital or other entities, you can contact the New York State Department of Health by mail, phone, or email. They can provide further guidance and assist in resolving your concern.
Remember, it is your right to receive adequate care and have your concerns addressed. Don't hesitate to utilize these steps to navigate the complaints procedure effectively.
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Contacting a doctor
Ask for Contact Information and Preferred Method of Communication
It is important to ask your doctor or healthcare provider for their contact information and their preferred method of communication. This could be via phone, email, or another secure messaging platform. Knowing their preferred method can help ensure a quicker response.
Be Clear and Concise
When communicating with your doctor's office, be clear and concise about your symptoms and concerns. Describe your symptoms accurately and provide details about the severity of your condition. For example, if you are experiencing chest pain or difficulty breathing, convey this information clearly to the receptionist or secretary, as it may help convince them to interrupt the doctor to notify them about your call.
Set a Time Frame
When you call, it is advisable to set a time frame for a response. Let the medical assistant or clerical staff know that you need to speak to the doctor within a specific timeframe to avoid an emergency room visit if possible. This helps them triage the phone call and determine its urgency.
Insist on Speaking with the Doctor
Remember that you have the right to insist on speaking with the doctor directly, especially if you believe it is a medical emergency. Don't be afraid to advocate for yourself and request a callback or an immediate appointment. If they cannot accommodate your request, consider seeking alternative options, such as visiting an urgent care center or the emergency room.
Establish a Relationship
Building a strong relationship with your doctor's office can be beneficial. When you consistently see the same primary care provider or group practice, they will recognize your name and understand your medical history. This can lead to more personalized care and faster responses when you need urgent attention.
Remember, open and honest communication is crucial when contacting a doctor. Don't be shy about expressing your concerns, asking questions, and seeking the medical attention you need.
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Frequently asked questions
You can reach the hospital by calling 718-630-7314. From inside the hospital, dial 7314 or page the hospital operator. After 5:00 PM, or on weekends and holidays, contact the nursing supervisor at 718-630-7550.
If you have a complaint about a New York State hospital, you can contact the New York State Department of Health by mail or phone. You can call the toll-free number 1-800-804-5447 or send a written complaint to: New York State Department of Health Centralized Hospital Intake Program, Mailstop: CA/DCS, Empire State Plaza, Albany, NY 12237.
If you are concerned about a violation of your Health Insurance Portability and Accountability Act (HIPAA) privacy rights, contact the hospital's HIPAA Helpline immediately.
