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Patient Relations

The purpose of Patient Relations is to ensure that your White Plains Hospital experience is a positive one. The Department of Patient Relations handles all compliments, complaints and grievances.  We have been designated by Hospital leadership to facilitate a formal review and follow-up to all concerns, as well as to work with patients and their families to find constructive solutions. Our staff can also help answer your questions about Hospital policies and your rights as a patient. We will advocate on your behalf to ensure that all matters are addressed by the appropriate department. Information reported to Patient Relations is shared with all levels of Hospital leadership.

Our goal is to ensure that you and your families receive exceptional, safe, high quality and compassionate care and service. If, at any point, we are not meeting your expectations, please bring these concerns to the attention of a member of your care team or a manager where you are receiving your care in order to resolve issues as soon as possible. If your concerns remain unresolved, please contact Patient Relations for further assistance.

Additionally, if you have questions, or if you require special services and assistance, or need disability-related accommodations during your visit or stay, please ask your nurse or nurse manager for assistance regarding your care or contact the Department of Patient Relations at 914-681-2150.

How to Contact Patient Relations

Phone: 914-681-2150 or fax to 914-681-2897

Mail: Patient Relations, 41 East Post Road, White Plains, NY 10601

After Hours:

To contact the Department of Patient Relations outside of normal business hours, please call 914-681-0600 and ask for the Clinical Coordinator on Call.

Billing Related Concerns

Insurance plans such as Medicare, Medicaid, and commercial insurance (such as Blue Cross, etc.) will cover much of the costs of your hospitalization after your deductible is paid. You will be responsible for paying any deductible and charges not covered by your insurance as well as any telephone charges.

If you have questions about your insurance coverage during your stay, contact our Financial Counselors at 914-681-1004.

Please be aware that you may receive multiple bills for services provided to you at White Plains Hospital. We strongly urge you to contact your referring physician to discuss any additional fees that are not related to the facility that are associated with his/her service.

The following information is intended to help you better understand the billing process and who to contact if you have questions.

You will receive a bill from the Hospital for all services provided. You may also receive a bill for the professional diagnostic or treatment services provided by physicians in the following specialties.

Anesthesiology (Westchester Anesthesiologists) 914-428-5454

Cardiology/EKG (White Plains Cardiology Associates) 914-771-7335 x305

Emergency Department Physician Billing (Zotec) 844-852-2288

Nuclear Cardiology (White Plains Cardiology) 914-771-7335 x305

Pathology (White Plains Pathology Associates) 845-565-5446

Radiology (Zotec) 855-381-0345

Hospitalists (Change Healthcare) 844-880-2136

Neonatologists (Change Healthcare) 844-880-2136

If you have questions related to billing for these services, please contact the appropriate billing office listed above.

Any other questions concerning your bill should be directed to the Patient Accounts Department. This office is located at 101 East Post Road, 3rd Floor, White Plains, NY 10601. It is open from 8:00 am to 4:00 pm Monday through Friday. You may contact them at 914-681-1004. You may email the Billing Department at billing@wphospital.org.

NOTICE OF CHARITY CARE

In recognition that all patients who seek health care from White Plains may not have the financial resources or insurance coverage to afford care, the Hospital will make available a reasonable amount of uncompensated services to persons meeting the eligibility requirements.

Eligibility for free care will be limited to persons whose family income is not more than the current poverty guidelines established by the Department of Health and Human Services and is limited to New York State residents.

Persons whose income is greater than the guidelines may be eligible for charity care on a reduced-fee basis. For more information, call our Credit Department at 914‑681‑1016 or our Patient Accounts Department at 914‑681‑1004.

Unresolved Complaints

The Department of Patient Relations will strive to immediately address any issues you may have regarding your or your loved one’s care. You may contact us at 914-681-2150 or (fax) 914-681-2897.

If you feel that we have not been able to satisfactorily resolve your issue, you may contact The Joint Commission by calling 800-994-6610 or by visiting https://www.jointcommission.org/ . You may also contact the New York State Department of Health at 800-804-5447, by email at hospinfo@health.state.ny.us, or by visiting the website.

Discrimination Notice

White Plains Hospital complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, national origin, disability, sexual orientation, gender identity or expression, physical appearance, or age. White Plains Hospital does not exclude people or treat them differently because of race, color, religion, sex, national origin, disability, sexual orientation, gender identity or expression, physical appearance, or age.

WHITE PLAINS HOSPITAL:

  • Provides free aids and services to people with disabilities to communicate effectively with us, such as:
    • Qualified sign language interpreters
    • Written information in other formats (large print, audio, accessible electronic formats, other formats)
  • Provides free language services to people whose primary language is not English, such as:
    • Qualified interpreters service
    • Information written in other languages

If you need these services, contact Patient Relations at 914-681-2150.

If you believe that White Plains Hospital has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, gender identity or expression, or sex, you can file a grievance with: Patient Relations, 41 East Post Road, White Plains, NY 10601

You can file a grievance in person or by mail or fax. If you need help filing a grievance, please contact the Patient Relations Department at 914-681-2150 or fax to 914-681-2897.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

U.S. Department of Health and Human Services
Centralized Case Management Operations
200 Independence Avenue, SW, Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697(TDD)

Complaint forms are available at www.hhs.gov/ocr/office/file/index.html.

Foreign Language Interpretation

White Plains Hospital provides, free of charge, language interpreter services for more than 140 foreign languages, telecommunication and amplification devices, as well as sign language services to deaf and hearing-impaired persons. Please ask a healthcare professional for assistance.

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