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

To protect the health and safety of our patients, visitors and staff, the following visitation guidelines are in effect:

  • Visiting hours are for inpatients only from 2 p.m. – 6 p.m daily.
  • Patients are limited to one visitor at a time
  • Visitors must be 18 years of age or older. Visitors age 60 or older are discouraged from visiting due to increased risk of COVID-19.
  • Patients are encouraged to have no more than two visitors per day.
  • Visitors must undergo symptom and temperature checks when entering the hospital. Those who report COVID-19 exposure or symptoms in the past 14 days are not permitted to visit. Individuals with temperatures of 100.0 degrees Fahrenheit or greater will also not be permitted to visit.
  • Visitors will be provided with a mask and screening sticker that must be worn at all times.
  • Visitors must clean their hands with soap and water or hand sanitizer before entering a patient’s room and when leaving.
  • Visitors must practice social distancing (at least 6 feet apart) in all locations, including patient rooms.
  • Visitors must remain in the patient’s room during their visit and are not allowed in other public areas of the hospital, including the cafeteria, Tim Hortons, and waiting rooms. Arrangements for escorted chapel visitation may be made within the nursing unit.
  • Visitors may only use the public restrooms on the first floor of the hospital.
  • Clinical staff may request that a visitor leave the room if care cannot be safely provided while they are present.
  • Visitors must provide their name, contact information and the name of the patient they are visiting upon arrival.
  • Visitors are not permitted to bring food or drink into the hospital.

We reserve the right to alter or make exceptions to these guidelines at the discretion of our care team.

Visitors who do not comply, will be asked to leave.

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.