We invite all patients to participate in their own care. The single most important way you can help to keep your health care safe is to be an active member of your health care team. At Lourdes, we strive to provide safe and high-quality care, but even with the most sophisticated safeguards in place, errors can occur.

Patient Safety Guide

We encourage you to become more involved, informed, and invested in your own health care by reading Patients and Lourdes: Partnering to Improve Safety, an informative guide with many tips on how we can work together for your safety.

Condition H

If you or a family member have noticed a change in your condition that is worrisome and the health care team is not recognizing your concerns, or if after speaking with a member of your health care team you continue to have serious concerns about how care is being given, managed, or planned, you can call a Condition H (HELP.)

Condition H (HELP) provides our patients and families with the ability to summon help when they are in need of immediate medical attention. To access Condition H (HELP), patients can call extension 5408 from their room phone. A team member will be sent immediately to assess the situation and call for additional clinical support, as needed.

When to Call Condition H

  • If you believe there has been a change in the patient's condition that you are worried about and the health care team is not recognizing your concern.
  • If after speaking with a member of the health care team (i.e., nurses, physicians, etc.), you continue to have serious concerns about how care is being given, managed, or planned.

When NOT to Call

Do not call Condition H (HELP) if your concerns are related to the following:

  • Diet
  • Phone
  • Empty water pitcher
  • Television
  • Room temperature
  • Basic environment
  • Housekeeping
  • Any other non-medical problems

Please call the unit staff to address any of the above concerns.

Remember, you can make the care you or your family member receives even safer by being an active, involved and informed member of the health care team. Speak up if you have questions or concerns, and if you still don't understand what you're being told, ask again.

Concerns About Your Care

If you have a concern related to any aspect of care at Lourdes Hospital, speak to your doctor, nurse, hospital unit manager, department manager or office manager, and provide them the opportunity to resolve your concern.

If you would like to speak to a Patient Representative in our Quality Department who will work to resolve your concerns, you may call 607-798-5313.

If the concern cannot be resolved through the hospital, you may contact the Joint Commission's Office of Quality Monitoring to report any concerns or register complaints about the health care organization by using any of the following contact information. 

Toll-free number: 1-800-994-6610.

Email: complaint@jointcommission.org

Mail:  Office of Quality Monitoring
         The Joint Commission
         One Renaissance Boulevard
         Oakbrook Terrace, Illinois  60181

Joint Commission Gold Seal

Lourdes has been awarded the Joint Commission Gold Seal of Approval

Magent Logo

Lourdes has received
Magnet Recognition for Nursing Excellence

Commission on Cancer Logo

Outstanding Achievement Award by the American College of Surgeon’s Commission on Cancer

New York State Desginated Stroke Center

Lourdes is a New York State Designated Stroke Center

One of America’s 100 Best Hospitals for Orthopedic Surgery

One of America’s 100 Best Hospitals for Joint Replacement