Information for Patients - FAQ – Montefiore Medical Center

Q: Which Montefiore Medical Center facility is closest to me?

A: With four hospitals and four main campuses in the Bronx, NY, as well as more than 100 ambulatory care offices throughout the Bronx and Westchester County, finding the right facility is made easier through the Montefiore Medical Center Locator Map. Find the closest facility to you.

Q: How do I get to Montefiore?

A: All locations at Montefiore Medical Center are easily accessible by air, train, car or public transportation. A convenient listing of travel options for each facility is located at our Locations, Directions and Parking webpage.

Q: Once I reach Montefiore, where do I park?

A: There are a number of different parking options available at all of our facilities, ranging from on street and valet parking to public garages. These parking options are also listed on our Locations, Directions and Parking webpage.

Q: What are my rights as a patient?

A: The booklet "Your Rights as a Hospital Patient in New York State" explains these rights in detail. If you do not have a copy of this booklet, as a patient, you can simply ask your nurse or call Customer Service at ext. 4943 in the Moses Campus, ext. 2395 in the Einstein Campus, or ext. 19888 in the Wakefield Campus. For a quick reference, view our Patient's Bill of Rights webpage.

Q: What are my responsibilities as a patient?

A: The medical center needs your cooperation to ensure that efficient, safe and considerate care is available to all. Montefiore requests patients to:

• Provide physicians and hospital personnel with accurate information related to your condition and care.
• Understand that you are responsible for consequences resulting from refusing treatment or not following instructions of physicians and hospital personnel.
• Be considerate of the hospital staff.
• Use hospital equipment and facilities carefully so that they remain in good condition for use by others.
• Respect the desires of roommates and others for privacy and quiet times.
• Observe visiting hours and limit visitors to two at a time.
• Know that per New York City law, Montefiore is a smoke-free environment. You and your visitors are expected to comply with this regulation.
• Supply insurance information and pay bills promptly, so that Montefiore can continue to serve the community effectively.
• Understand that if you wear dentures, eyeglasses or contact lenses, you are responsible for their safekeeping during your hospital stay.
• Understand that items left on a meal tray, misplaced in your bedding, or placed under your pillow may be lost, and the hospital cannot assume responsibility to replace them.
• Understand that jewelry, cash and other valuables should be given to your relatives or friends to take home, or if that is not possible, you should deposit such items in the hospital safe. You will be given a written receipt for all items, which must be presented when you withdraw them.

Q: How does Montefiore protect my privacy?

A: On April 14, 2003, the Federal government put into effect a set of laws to protect the privacy of your personal health information (HIPAA). HIPAA protects aspects of your privacy such as information in your medical records, your physical privacy during tests, treatments and discussions, and billing for the services you received.

The "Privacy Notice" you received when you were admitted explains your rights under HIPAA in greater detail. If you do not receive a copy, as a patient, you can simply ask your nurse or call Customer Service at ext. 4943 in the Moses Campus, ext. 2395 in the Einstein Campus, or ext. 19888 in the Wakefield Campus.

Q: How does Montefiore protect me from injury and further illnesses?

A: Montefiore Medical Center is a leader in the region and across the nation in its commitment to patient safety. Montefiore has been a pioneer in electronic health records, medication safety and innovative ICU staffing and safe interdisciplinary team care practices. Our accomplishments in these areas have been instrumental in preventing errors and delivering high quality care. In addition, our staff is well-trained in caring for patients during a situation involving smoke or fire. Montefiore also takes a variety of precautions to prevent infections and takes great lengths to educate patients about their own roles in their safety. Learn more about patient safety.

Q: What happens if I become too ill to make decisions for myself?

A: The Bioethics Consultation Service at Montefiore helps patients, families and health professionals address difficult decisions about patient treatment. Healthcare decisions depend not only on medical information but also on the patient's religious beliefs, moral values and other preferences. Our nurses and other clinical staff can help you understand your choices and complete an advance directive, a document that allows you to record what kind of treatments and care you would want if you become unable to tell us. Learn more about our free bioethics consultation service.

Q: Who can I talk to about complaints, concerns or other opinions regarding my care at Montefiore?

A: Montefiore's Customer Service Department exists to serve patients, their families, and significant others. A Customer Service Specialist is available to respond to complaints, grievances, questions or other problems. For help, call:

• Moses Campus: 718-920-4943
• Einstein Campus: 718-904-2395
• Wakefield Campus: 718-920-9888

You will also receive a patient opinion survey in the mail shortly after you have returned home where you can share your thoughts regarding your experience.

Q: Where can I get help when it comes to understanding my bill?

A: Your hospital bill consists of all the care and treatments you received on a daily basis. Physicians who have cared for you, have interpreted tests or read x-rays, or have administered anesthesia will bill you separately.

Your bills are first sent to your insurance company. You will receive an Explanation of Benefits (EOB) from your insurer, and information or balances from Montefiore or your doctors. It is very important we have all your correct insurance information. If you want to speak to someone about your insurance or your bill call:

• 718-320-8691 for Medical Group Services
• 718-405-4000 for Hospital Services
• 718-405-4151 for Professional Services

You may also speak to someone in person by visiting the 1st floor cashier's office at 111 E. 210th Street.

Or email us at billingsolutions@montefiore.org.

Q: What types of insurance does Montefiore accept?

A: Montefiore accepts many types of health insurance plans, HMOs and managed care plans. View the full list of insurances we accept.

Q: Do I qualify for financial aid?

A: Montefiore Medical Center has consistently been at the forefront in establishing model programs for financial assistance for our patients who need help. Montefiore was one of the first medical centers in all of New York State to voluntarily establish its own financial assistance programs.

Our current program, which includes a multi-lingual information and counseling component, has been applauded by numerous organizations for its excellence, including the Legal Aid Society, which awarded our program excellent ratings. Learn more about our financial aid policy.

Q: What are my food options as a patient?

A: Your physician will prescribe a "regular" or "special" therapeutic diet for you. A registered dietician is available to meet with you and discuss your diet. An appointment can be made by calling the following extensions:

• Moses Campus: X4253
• Einstein Campus: X3219
• Wakefield Campus: X19816

 Meals served at Montefiore's East Campus are prepared under rabbinical supervision in accordance with Jewish dietary laws. For this reason, we ask that outside food not be brought into the hospital.

Q: Will my spiritual beliefs be taken into account during my care?

A: The Office of Religious Affairs at Montefiore recognizes each patient as an individual with personal values and belief systems. As such, we support the rights of the patient to express their values and beliefs by providing chaplaincy/religious services through which the spiritual needs of the patients, caregivers and family members can be met. The chaplaincy services are provided to assist in the utilization of faith and other resources, so patients may realize their optimum health. Learn more about spiritual care at Montefiore.

Q: Can I have mail delivered to my room?

A: Mail is delivered to patients daily except Saturday, Sunday and holidays. Special delivery items will be delivered promptly. In addition to the address, items should also be identified with the patient's name and room number. Flowers are not permitted in oncology or intensive care units.

Q: Are there designated smoking areas at the Montefiore?

A: All of Montefiore's campuses are smoke-free. Smoking and the use of tobacco products in, on or around its hospital campuses, public areas of residences, clinics, buildings, offices, entrance ramps, loading docks, parking lots and garages, outdoor gardens and courtyards is strictly prohibited. Find out more about our Tobacco-Free Campus.

Q: Is Internet access available at Montefiore?

A: Patients and guests at Montefiore now have access to high-speed, wireless Internet inside patient rooms, waiting areas and outdoor courtyards. No password will be required to use the system. Find out more about WiFi Internet access at Montefiore.

Q: Can I use my cell phone?

A: Cellular phones may interfere with vital medical equipment. For that reason, please check with your caregivers before using your cell phone.

Q: How should I plan for being discharged from the hospital?

A: It is a good idea to start thinking about your discharge from the first day of your stay. Your doctor may have given you an idea of how long you may be in the hospital, but even if it is unclear, you will want to plan for a safe, comfortable departure with all arrangements made for whatever you may need, including decisions regarding who will bring you home, what medications will be needed for post-hospital care and follow-up appointments that should be made. You should also make sure you take home all your belongings and any valuables you left in our safe or the safe in your room.