Patient Information

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Parking

There is no cost to park at Kenmore Mercy Hospital. Valet parking is available for $3 and operates Monday - Friday, 7:00 a.m. - 5:00 p.m. Service not available on holidays.

Please notify hospital staff if you are parking your vehicle in the hospital parking lot during your stay.

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Visitors

In response to the recent increase of COVID-19 cases across Western New York, Catholic Health is temporarily suspending visitations at its hospitals and long term care facilities effective November 13. Catholic Health made the decision in consultation with its Infection Control specialists and with the support of the New York State Department of Health to protect the health and safety of its patients, long term care residents, and staff. Exceptions to these visitor restrictions will be made in certain circumstances, such as:

  • End of Life/Significant Change in Condition – which must first be discussed and approved by facility leadership. This includes end of life patients with a COVID-19 diagnosis.
  • Essential Support Persons – for patients who are intellectually, cognitively or developmentally disabled and require special needs/assistance/support.
  • Visitors who are deemed to be essential for discharge education in order to facilitate a safe discharge from the facility. Virtual education is encouraged but is not always possible. This exception may be allowed at the discretion of the clinical team.
  • A single visitor may be permitted in the Emergency Department at the discretion of the clinical team. If the patient becomes a person under investigation (PUI) for COVID-19, the visitor’s information will be taken and they will be instructed to leave.

In these cases, visitors will have to submit to a verbal health screening, temperature scan, and other infection control protocols.

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What to Bring

Proof of Identification and Insurance Cards

Bring a driver's license or other proof of identification, as well as appropriate insurance cards, including Medicare and other insurance identification cards, to ensure receipt of proper credit for your insurance coverage.

Comfort Items

To make your stay more comfortable, we recommend that you bring a bathrobe, slippers, desired walking shoes, nightgown or pajamas and toiletries. The hospital will provide other necessary articles.

Electric razors and blow-dryers are permitted, but the hospital does not take responsibility for their safekeeping.

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Safekeeping Your Belongings

The hospital is not responsible for cash, valuables and personal items you take to your room with you. This includes eyeglasses, hearing aids, dentures, canes, prostheses, wheelchairs and other easily misplaces items.

Dentures, Eyeglasses or Contact Lenses

If you wear dentures, eyeglasses or contact lenses, you should keep them in protective containers, labeled with your name, when not in use. Never place dentures on meal trays, put them under the pillow, or wrap them in napkins, otherwise they may be easily lost.

Jewelry and Valuables

All jewelry and valuables should be sent home or placed in the hospital safe.

  • If any personal items are brought to you or taken home after admission to your room, notify your nurse who will then add to or delete these items from the original listing of your personal belongings.
  • Any items left behind in rooms not claimed within one month (30 days) after discharge, will be disposed of.

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Internet Access

Free wireless internet access is available throughout the hospital. To begin using this service, open your wireless connection utility, scan available networks and connect to "Catholic Health Visitor."

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Telephone Service

Telephone service is complimentary.

You will be able to receive incoming telephone calls and place outgoing local calls from the telephone in your room.

Outgoing calls can be made by dialing “8” and then the telephone number you are calling. For incoming telephone calls, family and friends may reach you by calling 447-6262 between 9 a.m. and 9 p.m.

Long distance telephone calls are made at your own expense.

Cell Phone Usage

The use of cellular phones in the hospital is prohibited due to the potential interference with some medical life-safety equipment.

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Television 

Television services are complimentary.

No personal television sets or radios are allowed in your room.

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Flowers and Mail

Any mail, packages, or flowers will be delivered daily to your room. Outgoing mail may be given to your nurse. Mail received after your discharge will be forwarded to your home.

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Newspapers

Newspapers are for sale in the main lobby. The gift shop has other reading materials.

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Patient Meals

Hundreds of meals are prepared daily at Kenmore Mercy Hospital and each tray receives individual attention. Nourishing and well-balanced meals are an important part of your treatment and recovery. A registered dietitian works closely with your physician to provide you with individual nutritional care.

Our food service program is called “At Your Service.” Upon admission an ambassador will present you with a restaurant-style menu containing foods correlated to the diet prescribed by your physician. When you wish to receive your meal(s), dial 7-FOOD (73663) and place your order with the call center receptionist. You will receive your personal, “made-to-order” meal within 45 minutes of placing your order.

Call Center Hours:

  • 7 a.m. - 10 a.m. – Breakfast
  • 11 a.m. - 2 p.m. – Lunch
  • 4 p.m. - 7 p.m. – Dinner

If you need something during “off” hours, please tell your nurse to call Nutritional Services.

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Language Services

Video Remote Interpreting (VRI) for more than 200 languages is available through iPads and desktop computers on portable carts that can be wheeled into patient rooms. Medically trained and certified interpreters translate through a live, web-based video conference, similar to Skype. At the push of a button, a healthcare provider is connected to the interpreter within seconds. 

American sign language interpreters are also available through VRI and in-person on a case-by-case basis.

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Patient Representative

The Patient Representative program is designed to help you with any questions, problems or concerns that may arise during your stay with us here at Kenmore Mercy Hospital.

If you have any concerns about hospital policies, procedures, or personnel, or if anything occurs during your visit which you would like to share with someone, please ask to see the patient representative or call (716) 447-6914.

Patient Experience

For those who would like to discuss concerns about a recent visit and are no longer in the hospital, please call (716) 923-1885.

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Pet Therapy

Therapy dogs are scheduled to visit Kenmore Mercy on a regular basis. When volunteer handlers and their dogs arrive, they check in at the nursing station to see if any patients or families would like a visit.

To request a pet visit, please ask your nurse if a dog is on-site.

Patients who are allergic to dogs or who are in isolation may not receive pet visits. 

Our dogs and volunteers go through an application process before they can visit the hospital. Therapy dogs are also trained and certified by Therapy Dogs International.

Smoke-Free Campus

Please note that as of January 1, 2008, smoking is not permitted anywhere on the Kenmore Mercy campus and its off-site locations, including the Kenmore Mercy Hospital Medical Office Building, McAuley Residence, and the 300 Two Mile Creek Road Building. The new smoke-free policy includes all grounds, parking lots, adjacent sidewalks and private vehicles.