Patient Relations - Glens Falls Hospital
Our Patients Are Everything
Patient Experience
At Glens Falls Hospital, our patients come first. We focus on the patient experience, providing clinical excellence and superior service. Our commitment to providing safe, compassionate, quality care creates a satisfying experience for our patients.
Our primary concern is the comfort and safety of our patients and visitors. We strive to make your visit as comfortable and convenient as possible. We also offer a variety of financial and insurance assistance opportunities.
If you have any questions or concerns about our hospital or care centers that cannot be resolved by your care team, please contact our Patient Experience department. The role of the Patient Experience team is to provide information and education on patient rights to patients, family members, visitors, and staff. They can address any concerns or complaints.
To speak directly with a patient care representative, please contact 518-926-3450.
Learn more about your hospital visit.
We urge you to ask questions if anything is unclear to you. Report any concerns you have about your care or safety right away so that we can help you.
If you have any questions or concerns about your care, our hospital, or care centers that cannot be resolved by your care team, you have options.
Please ask to speak with the manager/supervisor of the department or area involved. They can often help resolve concerns immediately.
The Patient Experience Department is available Monday–Friday, 8 a.m.–4 p.m. Patient Representatives are available to meet with patients and families who have questions and concerns about their stay, to facilitate problem resolution, to inform you of your rights and responsibilities as a patient, and to assist with special needs. To contact a Patient Representative, visit our office, call 518-926-3450, or email at [email protected].
Outside of normal business hours, please ask to speak with the Nursing Supervisor, who can help address your concerns and determine potential next steps for you.
Patients, their immediate family members and/or their representatives have the right to submit a complaint or formal grievance regarding their experience. A Patient Representative can also help file a grievance on your behalf. You also have the right to file a grievance with DNV GL Healthcare or the New York State Department of Health. Please visit, call or email the Patient Experience Department to obtain contact information.
If translation services are needed, patients will receive our Video Remote Interpreting devices. These are available for languages other than English, including American Sign Language. More information is available through the Patient Experience Office at 518-926-3450 or after hours asking for the nursing supervisor.
For patients with hearing impairments, pocket talkers are available upon request. For patients with visual impairments, auditory recordings and large print copies of Transition of Care summaries are available.
Sometimes a health care choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives. Our Ethics Committee can help you and your support people navigate challenging decisions. Ethical concerns can be discussed with your care team at any time, or you can contact the Patient Experience team Monday through Friday, 8 a.m. to 4 p.m., at 518-926-3450.
More Helpful Information
Billing
Glens Falls Hospital’s Patient Financial Services team is committed to making your payment for hospital services as convenient and stress-free as possible. If you have questions about a Glens Falls Hospital bill for services, please call Patient Financial Services at 518-831-5918.
Find out more about how to pay your bills on our Billing & Insurance page.
Medical Records
Please see the information on our Requesting Medical Records page.
Patient Financial Assistance
As a not-for-profit, community hospital, Glens Falls Hospital is committed to serving all patients regardless of ability to pay. Our Financial Assistance program provides uncompensated care to uninsured people who do not qualify for Medicaid, yet may meet our less stringent income level eligibility requirements. If you are experiencing temporary financial set-backs and have difficulty paying for services provided by Glens Falls Hospital, please call Christine LaFountain at 518-926-5111, who will assist you in completing an application. Click here for more information on the Billing & Insurance page.
Security
Security officers serve the hospital community 24/7. They patrol the corridors and grounds, provide escorts, help with parking and vehicle problems, and assist in fire prevention. The Glens Falls Hospital security team will also provide visitor passes for those visiting the main hospital campus. If you require assistance from Security, call 518-926-2100 or dial 0 for the Operator using any hospital phone.
Lost & Found
If you are a patient and have lost a personal item during your stay, please notify your nurse, who will contact Lost & Found on your behalf. If you are a visitor, the Security Department at 518-926-2100 and the Patient Representative Office at 518-926-3450 are also available to assist you.
