If you need immediate medical care, call 911 or go to the nearest Catholic Health emergency room (ER).

Our ERs are open 24/7 and staffed by board-certified emergency medicine physicians who are experienced in treating every kind of emergency, from a broken bone to a heart attack.

A medical emergency is a situation in which immediate medical care is needed.

When an emergency hits, and you don't go to the closest ER, you're gambling with your future.

Catholic Health is investing millions in an ER network that brings emergency care to all of Western New York, 24/7. Whether it's a stroke or heart attack, a broken bone or a new baby, our board-certified physicians will be going out of their way, not you.

Our emergency departments are staffed by a team of certified emergency physicians, physician assistants, nurses and nurse attendants whose services are available 24 hours a day, everyday.

ER Entrance Mercy Hospital

When You Arrive at the Emergency Room

Patients in the ER are seen based on the seriousness of their illness, not the time of arrival.

When you arrive in the ER for care, either by ambulance or private transportation, your treatment begins when you first speak to a triage nurse about your condition. The triage nurse will take some preliminary information, including the reason for your visit, a brief medical history, and a list of any medications you are taking. He or she will also take your temperature, heart rate, and blood pressure and assign you to a section of the ER most appropriate to handle your condition.

Following triage, a registration clerk will record some basic medical and insurance information. If you are a former patient, some of this data may already be in the computer system. However, you may be asked to verify its accuracy. If you are too ill, a family member or friend may do this for you. The clerk will ask you or a family member to sign a consent form giving our medical team permission to treat you.

Emergency Room Policies

Catholic Health strives to provide a safe, comfortable environment for our ER patients. Please be mindful of our policies when you visit the ER.

Wait Time Policy

Your health and well-being are important to us. We will do all we can to reduce your wait time and provide you with quality care in a timely manner. However, we must care for our ER patients based on the seriousness of their condition and not on time of arrival.

Visitor Policy

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.
  • Maternal/Child Patients are permitted one visitor during their stay in addition to a doula if requested. In our NICUs, the baby’s mother and one support person (not subject to change) will be allowed.
  • 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.

Cell Phone Policy

The use of cell phones in patient care areas is prohibited. Please ask one of our staff to show you where you may use your cell phone.