Patient Relations

Richmond University Medical Center prioritizes patient relations to ensure that patients feel heard and valued by physicians.

Patients are our Top Priority

At Richmond University Medical Center, patients are our top priority. As our patient, your safety and experience are of the utmost importance. We are here as an open channel of communication to hear your concerns and grievances. We will advocate for you.

Richmond University Medical Center’s patient representatives are your personal advocates. We are available from 9 a.m. to 5 p.m., Monday through Friday. Call (718)-818-4340 for assistance with any concern. If you need assistance after hours, you can either:

Contact the hospital operator at (718)-818-1234 and request to speak with an Assistant Director of Nursing
Leave a message and a patient representative will return your call as soon as possible

Patient Services

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 patient representatives have the right to express concerns about the quality of care or service received at Richmond University Medical Center, known as 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 in this manner, 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: patientrelations@rumcsi.org

On the web: Rumcsi.org

Contact us in writing at Patient Relations Department, Richmond University Medical Center, 355 Bard Avenue, Staten Island, NY 10310.

Grievance Time Frame

Within seven calendar days, a grievant will receive written notification that the grievance was received and resolved. If the grievance resolution is not possible within seven calendar days after the receipt of the grievance, a letter outlining the process and the expected time for resolution will be sent to the grievant within seven days.

Instead of utilizing the hospital’s grievance process, the grievant may also file a complaint with the New York State Department of Health at (800)-804-5447 and/or The Joint Commission (TJC) at (800)-994-6610. Alternatively, send an e-mail to complaint@jointcommission.org.

Confidentiality

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.