Mercy Cares
A Guide for Your Stay at
Mercy Hospital St. Louis
Your life is our life’s work.
In This Guide
Welcome to Mercy Hospital St. Louis ......................................................................................2
Mission, Vision and Values ........................................................................................................... 3
About Us .............................................................................................................................................4
Our Commitment to Care ............................................................................................................. 5
Rapid Response.................................................................................................................................6
During Your Stay .......................................................................................................................7 - 13
Your ID Bracelet, Visitor Passes, Visitor Guidelines and
Visiting Hours (General, Mother-Baby and Intensive Care Unit) ............................ 7
Parking, Your Room, Your Hospital Bed, Public Restrooms, Lodging, Free
Medical Interpreters Available and Contamos con traductores sin costo ...........8
Transportation, Leaving the Floor, For the Deaf and Hearing Impaired,
Transporters, Telephone and Telephone Directory ........................................................9
Wireless Internet Service, Electrical Devices, Cell Phones, Hospital Safe,
Fire Safety, Smoking and Leave Your Valuables at Home .........................................10
TV, Mail and Flowers and Newspapers ............................................................................ 11
ATM, Medications from Home, Catherine’s Cafeteria, Baggot Street Cafe,
Mercy Cafe - Heart Hospital, McAuley’s Mocha and More and Where’s
The Cafeteria? ............................................................................................................................12
Vending Machines, Pastoral Care, Chapel and Gift Shop ..........................................13
Campus Map ........................................................................................................................... 14 - 15
Patient Rights ................................................................................................................................... 16
Advance Directives ...............................................................................................................17 - 18
Preparing to Leave the Hospital ........................................................................................18 - 21
Your Bill, Professional Charges and When You Are Discharged ............................. 18
Insurance Claims, HMOs and PPOs and Co-Insurance ............................................ 19
Third-Party Liability (TPL), Financial Counseling, Payment Options,
Financial Assistance/Charity Care and Medicare ...................................................... 20
Medicaid, Uninsured Patient Discounts, Eligibility Guidelines for Charity Care
Discounts, Uninsured and Additional Financial Assistance ......................................21
Sta Definitions ..............................................................................................................................22
Resources ................................................................................................................................ 23 - 24
Our Founder, Catherine McAuley ............................................................................................25
Prayer for Healing ...........................................................................................................................27
Notes ................................................................................................................................................. 28
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Welcome to Mercy Hospital St. Louis
Welcome to Mercy Cares – our inpatient guide and
resource on everything from Patient Rights and
Responsibilities to tips and services you’ll find on
our campus during your stay.
And to improve our services, I invite you to tell me
about your time at Mercy Hospital. You can request
a “Dear Steve” comment card from your nurse or
any member of our sta to help you provide this
valuable feedback. We also use your comments
to recognize sta members who go above and
beyond and to improve care when we’ve fallen
short of our goal.
Thank you for choosing Mercy and best wishes for
your family’s health. We take to heart that “your life is our life’s work.”
Steve Mackin
President
Mercy Hospital St. Louis
Mission, Vision and Values
Our mission is clear.
As the Sisters of Mercy before us, we bring to life the healing ministry of Jesus through
our compassionate care and exceptional service.
Our vision is bold.
We are the people of Mercy Health Ministry. Together we are pioneering a new model of
care. We will relentlessly pursue our goal to get health care right. Everywhere and every
way that Mercy serves, we will deliver a transformative health experience.
Our values are never compromised.
Dignity
We cherish each person as created in the image of God.
Service
We respond with compassion to those in need.
Excellence
Justice
Stewardship
We give all we can to the best of our ability.
We pledge to be in right relationship with one another
with a particular concern for the economically poor.
We wisely use our talents and resources to strengthen
Mercy as a ministry of the Church.
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About Us
With a heritage of healing that reaches back more than
150 years in the St. Louis area – and more than 50 years on
Ballas Road – Mercy Hospital St. Louis continues to provide
distinctive services oered by a team that cares for people,
not illnesses.
We are the only Level 1 (highest) Trauma Center in St. Louis
County and are ranked in the top ten in the country for
integrated health care delivery by Modern Healthcare.
Our campus features Mercy Children’s Hospital, the only
pediatric hospital in St. Louis County. It includes a pediatric
emergency department and the largest Level III (highest)
neonatal intensive care unit in Missouri. We are the
region’s leading birthing center and were the first hospital
in Missouri to be recognized by J.D. Power and Associates
Distinguished Hospital Program for “Outstanding Patient
Experience” in maternity care. Our services include
oncology, cardiovascular, pediatric, burns, stroke and
neurosurgery, obstetrics, behavioral health, home health
and hospice, and many others. We oer a dedicated heart
hospital and cancer treatment center, bringing a wealth of
expertise to you on one convenient campus.
Our health professionals use innovative
technology to help serve our patients
including:
• Mercy Virtual care including vICU and other
virtual care services
• MyMercy online tool and app to connect
with your health team and manage your
health care online
We also participate in a variety of clinical
trials and are a teaching and research facility.
So while we’re treating you with
compassionate care today, we’re working
to make your care even better for the future.
Address:
615 South New Ballas Rd
St. Louis, MO 63141
mercy.net/stlouismo
Soon after your discharge,
you will receive a
telephone call or mail
survey from Professional
Research Consultants
(PRC). Please take
the time to speak with
the representative or
complete the survey and
share your opinions about
your hospital stay. Your
feedback is important
in reaching our goal of
improving the care and
services we provide.
Our Commitment to Care
Our goal is to provide the best patient care. If at any time
you have questions or concerns about the quality of care
that you or a family member is receiving or have received
at our hospital, do not hesitate to speak with your nurse or
the nursing supervisor. If you feel your issue wasn’t
resolved, please contact Patient Relations at 314-251-6484
or ext. 16484. You may call at any time during or after
your stay.
In addition, you have the right to file a complaint or concern
with either or both:
Missouri Department of Health and Senior Services
P.O. Box 570
Jeerson City, MO 65102
573.751.6400
Oce of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
800.994.6610
Email: complaint@jointcommission.org
Ethics Committee:
When a health care choice
also involves an ethical
concern – such as a family
member’s wish to refuse
life-sustaining treatment,
or a disagreement
between family
members or other
caregivers concerning
Advance Directives –
decision-making can
become overwhelming.
Our Ethics Committee
is available to hear such
concerns. Requests for a
consultation may be made
by the patient, a family
member, the physician,
nurse or other
sta member.
To find out more, or to
request a consultation, call
314.251.4640 or
ext. 14640.
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Rapid Reponse
Don’t worry and wait.
If you feel that a noticeable medical change has occurred in the patient
and more attention is required, please contact your nurse first before
calling the Rapid Response team.
Call Rapid Response at 1-9712 or, outside the hospital, at 314-251-9712.
Our 24 hour-a-day response team will quickly respond to evaluate your
loved one and take action as needed.
Our commitment: From the moment you step through the doors of
Mercy Hospital St. Louis, we will provide you and your loved ones
exceptional care and service - in a healing, compassionate and
supportive environment. If you have concerns, questions or suggestions,
please contact a member of our leadership team or call 314-251-6000
and ask for the administrator on call.
During Your Stay
We have policies and procedures in place to help you and
your family work with our doctors, nurses and sta to get
the most from your hospital stay. Please take a few minutes
to review these guidelines with your loved ones.
Your ID Bracelet
As a patient, you will receive a special identification (ID)
bracelet that states your name and hospital number,
your physician’s name and other important information.
Your ID bracelet will be checked often during your stay.
Please wear it at all times to prevent delays with important
lab tests, X-rays and various other tests and treatments.
If your ID bracelet is damaged or lost, please let your nurse
know immediately.
Visitor Passes
All visitors in the hospital during the night will need to wear
a visitor pass. Security will issue passes between 9 p.m. and
5 a.m. at the hospital’s main entrance and the entrance to
the Emergency Department. During this time, these are the
only two unlocked entrances to the hospital. Visitor passes
need to be visible at all times. They should have the visitor’s
name, the location in the hospital they are visiting and the
date. Visitor passes are not needed during the day.
Visitor Guidelines
We encourage visitors for emotional support and recovery.
To provide a restful and safe environment, we ask that all
visitors comply with the following guidelines:
• Be considerate of other patients by keeping noise to
a minimum.
• Refrain from visiting if you have a cold, sore throat or
any contagious disease.
• Observe “No Visiting” and precaution signs before
entering a room.
• Do not smoke on the hospital campus.
• Leave the room during tests or treatments if asked.
Visiting Hours
General
Our open visiting
policy allows visitors
24/7 access. Please be
courteous to patients in
need of rest.
Mother-Baby
The father or significant
other may visit anytime.
During labor, two visitors
are permitted with the
mother-to-be. Other
family members or friends
are asked to stay in the
family waiting area. All
children, including siblings,
must be accompanied
by an adult.
Intensive Care Unit
Visitors are restricted to
two at one time. The nurse
or physician may limit
visits at their discretion.
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During Your Stay
Parking
Free parking for patients and visitors is available near all
entrances to Mercy Hospital and the surrounding oce
buildings. Please be sure to lock your car and keep valuables
in the trunk. A free shuttle service is available from all
parking lots to the hospital and doctors’ buildings. To return
to your car, go to any patient entrance and press the shuttle
button or call 314-251-6050 or ext.16050.
Valet parking is free for guests at four locations, Monday
through Friday: Medical Tower A, from 7:30 a.m. to 6
p.m.; Heart Hospital, from 8 a.m. to 6 p.m.; David C. Pratt
Cancer Center, from 8 a.m. to 4:30 p.m. and the Emergency
Department from 11 a.m. to 9 p.m.
Please see the map on page 14 for locations of valet parking.
Your Room
All rooms at Mercy Hospital are private. Your room
assignment is based on your admitting diagnosis and the
beds available on the day of your admission.
Your Hospital Bed
Your surroundings will be dierent from home, and sleeping
medication could cause you to become confused during the
night. Please be aware that your hospital bed may be more
narrow and higher than your bed at home. For this reason,
the top two side rails will be raised at night. All four side
rails may be raised at your request. For your safety, you are
encouraged to remain in bed or call your nurse for help.
Public Restrooms
Public restrooms are available for visitors throughout the
hospital and all waiting areas. In-room restrooms are for
patients only.
Lodging
There are several hotels near Mercy. Some oer discounted
rates. Please ask the information desk or call Guest Services
at 314-251-6180 or ext. 16180 for a list of nearby hotels
Mention that you are a family member of a patient at Mercy
when you check in.
Free Medical Interpreters
Available
Language interpreters
and translation services
are available at no cost
when necessary to
accomplish eective
communication in the
context of medical
treatment, obtaining
consent for procedures
or tests, and providing
information relating
to health care
recommendations,
education, instructions,
medications, diagnoses
and prognoses.
Contamos con traductores
sin costo
Si necesita ayuda para
comunicarse con los
medicos y las enfermeras,
preguntele a un miembro
del personal del hospital.
Transportation
Mercy is served by Metro Transit-St. Louis with buses
making stops on Ballas Road near all entrances to the
hospital and in the parking lot outside the hospital’s main
entrance. Schedules are available at the Information Desk or
by calling Metro Transit–St. Louis at 314-231-2345.
To arrange for a taxi, call St. Louis County Cab at
314-993-8294 or Laclede Cab at 314-652-3456.
Leaving the Floor
Please check with your nurse before you leave the floor for
any reason to make sure your physician has given approval
and to let us know where you will be.
For the Deaf and Hearing Impaired
An interpreter, assistive listening devices,
telecommunications devices (TDD) and closed-caption
televisions are available at no cost for the hearing impaired.
Ask your nurse for assistance.
Transporters
If you have special needs, a hospital transporter is available
to help. Patients with visual impairment, or those who use
wheelchairs or have diculty walking can ask for help in
any patient care area or at an Information Desk. There is no
charge for this service.
Telephone
Telephones are provided in all patient rooms. Your family
and friends may call patient information at 314-251-5555 to
be connected to your room. You may place an outside call at
any time.
To place a call within the hospital, dial the last five digits of
the phone number (example: dial 15555 for 251-5555.)
To place a local call outside the hospital, dial 9 + the outside
number, including area code.
If you would like to make a long-distance call, you may call
collect, charge it to your telephone credit card or bill it to a
third party. Calls may not be billed to your room.
Telephone Directory
Main Number
314.251.6000
Cafeteria
314.251.8102
Chaplain/Pastor
314.251.6470
Gift Shop
314.251.6293
Guest Services
314.251.6180
Patient Relations
314.251.6484
Pharmacy
(Gift Shop)
314.251.6900
Pharmacy (Tower A)
314.251.7444
Safety & Security
314.251.6050
Specialty Pharmacy
(David C. Pratt
Cancer Center)
314.251.5478
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During Your Stay
Wireless Internet Service
Patients, visitors, co-workers and physicians have access to
free, high-speed wireless Internet access (WiFi@Mercy) for
their web-enabled devices. This service allows you to check
email, browse the internet or connect to servers for work,
education, entertainment, etc.
Electrical Devices
Electrical devices including hair dryers, curling irons, razors,
heating pads, portable heaters and other devices are not
permitted in patient rooms.
Cell Phones
Cell phone use is prohibited in patient care areas as it may
interfere with the function of critical medical equipment.
You may notice some of the patient care sta using cell
phones. This is a special dedicated internal cell system that
operates on a dierent frequency than standard cellular
phones and does not interfere with Mercy
medical equipment.
Hospital Safe
If you can’t send your valuables home, please speak with
your nurse about storing them in the hospital safe. Mercy
Hospital St. Louis cannot be responsible for any valuables
left in your room.
Fire Safety
We periodically conduct fire drills. If you hear an alarm,
stay where you are. In the event of an actual emergency,
hospital sta will notify you.
Smoking
Smoking and/or the use of any tobacco or e-cigarette
products is not permitted anywhere in the hospital or on
hospital grounds.
Leave Your Valuables
at Home
If you have valuables,
such as jewelry,
credit cards and cash,
please give them to a
relative or friend to take
care of during your stay.
Store your contact lenses,
eyeglasses, hearing aids
and dentures in containers
labeled with your name
and place them in your
bedside table drawer when
not in use. Please don’t put
them on your bed or
food tray – they may be
damaged or lost.
Mercy Hospital St. Louis
cannot be responsible
for replacement of
personal belongings.
TV
The TV can be operated only by using the remote control;
bed controls do not control TV operation. We provide
basic and extended basic cable TV channels. Please be
considerate of others when turning on the TV or adjusting
the volume.
2 KTVI-2/FOX
3 TV Land
4 KMOV-4/CBS
5 KSDK-5/NBC
6 SPIKE TV
7 ION Television
8 Bravo
9 KETC-9/PBS
10 SYFY
11 KPLR-11/CW
12 KDNL-30/ABC
13 WPXS-13/IND
14 QVC
15 Fox Sports 1
16 MLB
18 Spirituality Channel
19 EWTN
20 Care Channel 1
21 Care Channel 2
23 WGN
24 KNLC-24/IND
25 Newborn Channel
(English)
26 Newborn Channel
(Spanish)
28 USA
29 Lifetime
30 HGTV
31 AMC
32 Nickelodeon
33 Discovery
34 A&E
35 ESPN
36 ESPN2
37 Fox Sports Midwest
38 CNN
39 Headline News
40 CMT
41 VH-1
42 MTV
45 Cartoon Network
46 CNBC
47 MSNBC
48 Fox News
49 TNT
50 ABC Family
51 TBS
52 Disney
55 TLC
56 History Channel
57 National Geographic
58 Animal Planet
61 Oxygen
62 Food Network
63 TruTV
64 Travel Channel
65 E!
68 BET
69 Comedy Central
70 TV Land
71 SPIKE TV
72 Bravo
73 SCI-FI
74 Tru TV
75 NBCSN
77 FX
78 Kids Movies
79 Teen Movies
81 Zoo TV
96 Weather Channel
Mail and Flowers
Mail and packages will
be delivered to your room
every morning. Stationery
is available in the Gift
Shop. Give your outgoing
mail to your nurse or to a
volunteer for mailing.
Florists deliver directly
to patient rooms.
Please note that flowers
are prohibited in Intensive
Care Units. Latex balloons
are not allowed anywhere
in the hospital due to
allergy concerns.
Newspapers
You may buy newspapers
from the Gift Shop by
calling 314-251-6293
or ext. 16293
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During Your Stay
ATM
Automated teller machines (ATM) are located on the main
level by the cafeteria and ground level at the bottom of the
escalators.
Medications from Home
Please do not bring any medications (prescriptions, over-
the-counter or illegal drugs) to the hospital. All medications
you take while a patient at Mercy have been prescribed by
your physician, are dispensed by the hospital pharmacy
and administered by a trained professional. Patients are not
permitted to administer their own medications or to keep
personal medications, unless approved by their physician.
Catherine’s Cafeteria
Catherine’s Cafeteria oers a large selection of hot and cold
foods for breakfast, lunch and dinner. See sidebar for hours.
Baggot Street Café
Baggot Street Café is located in the lobby on the ground
floor of Mercy Doctors’ Building, Tower A. It oers a variety
of food items from breakfast to sandwiches, salads and
snacks. It is open Monday through Friday from 7:30 a.m.
to 3 p.m.
Mercy Cafe - Heart Hospital
Mercy Cafe - Heart Hospital is located on the second floor
of the Heart Hospital near the admitting oce. It oers
drinks, salads, pizza, deli sandwiches and desserts and is
open every day from 7 a.m. to 3 p.m.
McAuley’s Mocha and More
Our gourmet coee bar is located on the first floor of
the hospital in the back of the main lobby, near the south
elevators. It’s open Monday through Friday from 6:30 a.m.
to 9 p.m. and Saturday from 6:30 a.m. to 7:30 p.m.
Vending Machines
Vending machines oering beverages and snacks are
available throughout the hospital. Please ask your nurse.
Pastoral Care
We believe your care requires attention to your spiritual
as well as physical and emotional needs. Members of the
Pastoral Services sta are available to assist you, whatever
your religious aliation. Priests, ministers, rabbis, religious
and lay men and women with specialized training for health
care ministry are available. Your priest, minister or rabbi is
always welcome to visit during your stay. For information,
call 314-251-6470 or ext. 16470.
Chapel
The chapel is located on the first floor between the Heart
Hospital and the entrance to the cafeteria or the blue
elevators. It’s open 24 hours a day, seven days a week and
is available to people of all faiths. In addition to providing
a quiet place for prayer and meditation, Catholic Mass is
oered in the Chapel at the following times:
Monday – Friday – noon
Sunday – 9 a.m.
Saturdays and Holidays - No Mass
These Masses are televised to patient rooms on Channel
18, our Spirituality Channel. Channel 18 features spirituality
programming 24 hours a day, including Protestant
worship services. Please ask your chaplain for a schedule
of programs. In addition, morning and evening prayer are
oered over the hospital’s public address system daily.
Gift Shop
The Mercy Gift Shop,
located in the main lobby
oers gift items, jewelry,
magazines, paperback
books, greeting cards,
candy, toiletries, flowers
and plants. Flowers are
delivered by volunteers or
by the florist. Please note
that flowers and plants
are not permitted in the
Intensive Care Units or
the Burn Center. To order
flowers and other items,
call the Gift Shop at
314-251-6293 or
ext. 16293.
HOURS:
Monday – Saturday
8 a.m. – 8 p.m.
Sunday:
10 a.m. – 4 p.m.
Where’s The Cafeteria?
LOCATION:
Catherine’s Cafeteria
is near the main lobby
on the first floor.
Visitors are welcome!
Daily Hours:
Breakfast
6 a.m. – 10:30 a.m.
Lunch
11 a.m. – 2:30 p.m.
Dinner
3:30 p.m. – 9 p.m.
Night Shift
11 p.m. – 5 a.m.
Pizza, Deli and Grill
11 a.m. – 9 p.m.
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Department Building Floor
Admitting Locations:
Behavioral Health Main Hospital G
Cancer Care Center Cancer Center 1
Children’s Test and
Treatments
Children’s Hospital G
David C. Pratt Cancer Center Cancer Center 1
Outpatient MRI/CT Main Hospital 1
Same Day Surgery Surgery Center 1
Emergency Department:
Adult
Main Hospital
Emergency Entrance
G
Children’s
Main Hospital
Emergency Entrance
G
MRI/CT Imaging Center Main Hospital 1
Outpatient Services:
Children’s Test and
Treatments
Children’s Hospital G
Sleep Medicine Convent Building 2
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• Participate in the development
and implementation of your care
and treatment.
• Make informed decisions regarding
your care.
• Be informed of your health status.
• Receive services at Mercy on a
nondiscriminatory basis without
regard to race, religion, color, sex,
national origin, age, mental status,
sexual orientation, gender identity
or expression, genetic history, political
aliation, veteran status, disability
or any classification or characteristic
protected by law.
• Request or refuse treatment or
services that are medically necessary
and appropriate.
• Formulate Advance Directives.
• Have hospital sta and practitioners
comply with your Advance Directives.
• Have a family member or
representative of your choice and your
own physician be notified promptly of
your admission to the hospital.
• Personal privacy and to have personal
possessions reasonably protected.
• Receive care in a safe setting.
• Be free from all forms of abuse and
harassment.
• The confidentiality of your clinical
records.
• Access information contained in your
clinical records within a reasonable
time frame.
• Be free from restraints of any form that
are not medically necessary or are
used as a means of coercion,
discipline, convenience or retaliation
by sta.
• Appeal premature discharge.
• Designate preferred visitor(s),
including withdrawing or denying
visitor privileges.
Patient Rights
Our intention is to provide quality health care that includes dignity and respect.
The following highlights a few of your Rights and Responsibilities: a brochure that lists
all of your Rights and Responsibilities can be obtained from your nurse. At all times,
we recognize you have the right to:
Your Responsibilities
• Y
ou are responsible for actively taking part in your care and informing us of others
with whom we may communicate regarding your care.
• You are responsible for being respectful of other patients, visitors and sta.
Patient Privacy
Mercy is committed to the privacy and security of your personal information. Both our
Electronic Health Record and our traditional file systems are maintained using the latest
information security procedures.
For a complete explanation of our privacy policy, please ask a Mercy co-worker for
more information.
If you have questions or concerns regarding our privacy policies, please contact your
physician’s oce or any of the Mercy oces listed below.
Preparing to Leave the Hospital
Your Bill
Your bill reflects all of the services you have received during your stay at Mercy.
Charges fall into two categories: a basic daily rate, which includes your room, meals,
nursing care, housekeeping, telephone and television; and charges for special services,
which include items ordered by your physicians, such as X-rays or laboratory tests. If you
have questions about your Mercy bill, please feel free to call us at 314-364-4200 or toll
free at 800-833-0799. Payment can be mailed to the address on your bill.
Professional Charges
You may receive separate bills for certain tests and treatments for professional services
rendered by pathologists, radiologists, cardiologists, anesthesiologists and other
specialties. These physicians are required to bill separately. Some physician specialists
may not participate in your health plan and you may be responsible for part or all of their
bills. If you have questions about these bills, please call the telephone number printed on
the statement.
Information Privacy Ocer:
14528 South Outer Forty Rd., Ste. 100
Chesterfield, MO 63017
314.364.3381
Director of Health Information
Management:
615 S. New Ballas Rd.
St. Louis, MO 63141
314.251.4622
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When You Are Discharged
Your physician determines when you are ready to be discharged. Your physician and
nurse will provide discharge instructions and answer any questions you have about
managing your treatment and medications once you are home. If you are confused
or unsure about what you need to do, what medications you must take or if you have
to restrict your diet or activities, don’t be afraid to ask and take notes. Be sure you
understand any instructions you have been given before you leave the hospital.
Insurance Claims
Become familiar with the terms of your health care plan. This will help you understand
Mercy’s billing procedures and charges. Your insurance policy is a contract between
you and your insurance company. As a courtesy, we will submit bills to your insurance
company and will assist you in receiving the full benefit of your health insurance plan.
Please remember that payment of your bill is your responsibility. We have several
payment options available to assist you. If there is a question about your health care
coverage, a hospital representative will contact you or a member of your family during
your stay to get the necessary information. We also provide several options for patients
who receive services without insurance coverage to address dierences in payment
requirements.
HMOs and PPOs
Your plan may have special requirements, such as a second surgical opinion or
pre-certification for certain procedures. We ask you to make sure your plan’s
requirements have been met, but we encourage you to ask us questions if you are
confused about your coverage. Following your plan’s requirements is important, as you
may otherwise be financially responsible for all or part of the services rendered in the
hospital. Some physician specialists may not participate in your health care plan and their
services may not be fully covered.
Co-Insurance
Upon registration, we’ll ask to see your insurance card. This gives us the information we
need to work directly with your insurance company. Depending on your coverage and
deductible, we may ask you to make a co-payment or partial payment that day.
We will also ask you to sign a form giving the insurance company permission to pay
Mercy directly. This speeds payment and saves you the trouble of transferring money
from your insurance company to Mercy.
Third-Party Liability (TPL)
If you are a Medicare or Champus/Tricare patient and have been involved in an accident
where there is third-party liability insurance, you will be requested to complete a
TPL form. These forms are available in Admitting, Cashier and Financial Counselor
oces. Medicare and Champus/Tricare require the third-party liability insurance to be
billed as primary.
Financial Counseling
Financial counselors are available to assist you while you are a patient at Mercy. To reach
a financial counselor, call 314-251-3832 or ext. 13832. Oce hours are Monday through
Friday from 8 a.m. to 4:30 p.m.
Payment Options
We ask for payment within 15 days after you receive a statement from us. We oer
several options for your convenience:
• F
ull payment may be made by cash, VISA, Discover or MasterCard. Please visit our
Billing Center to make payments online. Other arrangements may be made by
contacting a financial counselor or the Patient Accounting department.
• We also seek alternatives for patients in temporary financial need and those
uninsured patients who cannot aord full payment of their hospital charges.
Payment plans and, if appropriate, bill reductions are oered to patients with
demonstrated need or an inability to pay.
• To reach Patient Accounting from home, call 314-364-4200. If you live outside the
area, call toll-free 800-833-0799. Oce hours are Monday through Friday from
7:30 a.m. to 5 p.m.
Financial Assistance/Charity Care
As a part of our healing ministry, Mercy is committed to providing quality health care
services to patients regardless of their financial situation. We oer payment assistance
for those who do not have insurance or who are in financial need.
Medicare
Your Medicare card should be presented at registration time to verify your eligibility and
help process your Medicare claim. Please note that the Medicare program specifically
excludes payment for certain items and services, such as cosmetic surgery, some oral
surgery procedures, personal comfort items, hearing evaluations and others.
These non-covered charges, as well as deductibles and co-payments, are your
financial responsibility.
Medicaid
It is important to present your Medicaid card. It helps us manage your account and
identify Mercy as a part of your health care plan.
20 mercy.net/stlouismo | 314.251.6000 mercy.net/stlouismo | 314.251.6000 21
Uninsured Patient Discounts
We will provide a discount from the hospital’s regular
billed charges to patients who do not have insurance.
This includes patients whose financial situation normally
would otherwise qualify them for charity-care discounts.
The discount for all uninsured patients will be at least 15
percent. The exact amount of the discount will be calculated
based on the average discounts provided by the hospital
to commercial managed care payers, such as insurance
companies.
Patients without insurance whose financial situation
qualifies them for charity care discounts (see Eligibility
Guidelines below) must first find out if they are eligible for
Medicaid before applying for financial assistance. Patients
denied Medicaid eligibility then must provide certain
information to show financial need.
Applications for charity care discounts will be reviewed
for eligibility based on the applicant’s income, family size,
amount of payment due and availability of other assets
or resources. Please note that care must be medically
necessary to be considered eligible for uninsured patient
discounts.
Eligibility Guidelines for Charity Care Discounts
The Federal Poverty Guidelines for income are the basis
for determining eligibility for charity care discounts. For
example, individuals with incomes below 100 percent
of the Federal Poverty Guidelines will be eligible for free
care. Individuals with incomes greater than 100 percent of
the Federal Poverty Guidelines may be eligible for care at
discounted rates depending on their income level and/or
amount due to the hospital.
Uninsured?
If you are in need of assistance with your hospital bills,
call 314-364-4200 or toll-free at 800-833-0799.
Additional Financial
Assistance
After appropriate
discounts have been
applied, arrangements
may be made for an
interest-free,
monthly payment plan.
Generally, no patient’s
financial responsibility will
be greater than 20 percent
of annual household
income, adjusted to
consider availability of
other assets that could
be used toward making
payments.
If you have concerns
about your ability to pay
for your care or questions
about financial assistance
or charity care discounts,
please call 314-364-4200
or toll-free at
800-833-0799.
Advance Directives
Patient Services Advance Directives
The Patient Self-Determination Act of 1991 requires health care providers to inform you of
your rights as recognized under Missouri law to make decisions concerning your medical
care. This includes your right to accept or refuse medical or surgical treatment and your
right to write an Advance Directive.
Advance Directives are written instructions about how you want medical decisions made
if you can no longer communicate your wishes. The two most common types of Advance
Directives are a Durable Power of Attorney for Health Care and a Health Care Directive.
A Durable Power of Attorney for Health Care allows you to appoint someone to make
health care decisions for you, if you are unable to do so. These decisions may include, but
are not limited to, decisions to withhold or withdraw life-prolonging procedures. A Health
Care Directive is similar to a Living Will. It allows you to state, in advance, your wishes
regarding the use of life-prolonging procedures.
During the inpatient admission process you will be asked if you have an Advance
Directive. If you have one, it is your responsibility to provide Mercy with a copy so it
can be placed in your medical chart. Please discuss your Advance Directive with your
physician to ensure she/he has no ethical concerns about carrying out your instructions.
If you do not have an Advance Directive, but would like more information or would
like assistance completing one, please tell your nurse. She or he will contact someone
from our Pastoral Services department to assist you. While here, you also may view
information about Advance Directives on Channel 18, our Spirituality Channel. After
leaving Mercy, you’re welcome to call Pastoral Services at 314-251-6470 or ext. 16470 to
ask that an Advance Directive packet be mailed to you.
It’s Mercy’s policy to honor your Advance Directive within the limits of the law and the
guidelines of the current Ethical and Religious Directives for Catholic Health Care Services
provided by the United States Conference of Catholic Bishops (USCCB).
22 mercy.net/stlouismo | 314.251.6000 mercy.net/stlouismo | 314.251.6000 23
Physicians
The physician responsible for your care
in the hospital may be your primary care
physician, a specialist or a hospitalist.
Hospitalists
Hospitalists work in close consultation with
your primary care physician and specialists.
They manage your hospital experience
from admission until discharge.
Nurses
A registered nurse is responsible for
supervising patient care and directing the
nursing and support sta of each unit.
Registered nurses are assisted by nursing
assistants and nurse technicians.
Rehabilitation Therapists
Physical therapists, occupational
therapists, speech pathologists and
audiologists will work with you, your family
and your medical team to help meet goals
of recovery.
Technicians and Technologists
Skilled health professionals perform
and assist with laboratory and
other procedures, including X-rays,
mammograms, ultrasound, CT scans,
MRIs, cardiac catheterizations, radiation
therapy and other procedures.
Social Services - Ext. 16094
Our social workers are available to help
patients and family members deal with
financial, social and emotional problems
that relate to illness or hospitalization,
including planning for long-term illnesses
and rehabilitation. If you’d like to speak
with a social worker, please ask your nurse
and they will schedule that service for
you. Social Services can be reached in the
hospital from 8 a.m. to 4:30 p.m. at
314-251-6094 or ext. 16094.
They can also be contacted for
emergencies 24-hours a day through
the hospital operator.
Pharmacists
While you are in the hospital, all of
your medications are dispensed by our
hospital pharmacists. They can answer
any questions you have regarding your
medications.
Chaplain - Ext. 16470
Members of the Pastoral Services sta
are available to all patients and families.
A chapel is located on the first floor.
Volunteers
Volunteers provide support throughout
the hospital and give thousands of hours
each year to enhance the care of patients
and their families. If you wish to join our
Volunteer team, please call 314-251-6180.
Sta Definitions
Mercy Hospital St. Louis has
1,525 medical sta physicians,
all dedicated to giving you the
best care possible.
Resources
Appointments
You can make an appointment at the
hospital for many services with one call to
314-251-6000. We’ll make every eort to
see you at your appointed time. If you’re
running late, please call to let us know
so we can adjust your appointment and
accommodate our other patients.
Blood Donor Program
Mercy is one of the few hospitals in the
metropolitan area to sponsor its own full-
service blood bank. If you, your family or
friends are interested in donating blood,
call 314-251-4483 or ext. 14483 within the
hospital. Mercy also oers a convenient
mobile service. Blood drives can be set
up at your oce, school or church. Call
866-37DONOR for more information.
Why should I donate? Your blood donation
directly helps the people who need it
most. It costs you nothing to give and your
donation makes a positive dierence in the
life of another person.
Who will receive my donation? Recipients
of blood donor products are patients at
Mercy Hospitals in St. Louis, Washington
and Crystal City, Missouri. They could be
accident victims, cancer patients, someone
under-going surgery or a newborn baby in
the Neonatal Intensive Care Unit.
How long will it take? The actual blood
donation takes only about 10 minutes.
However, plan on spending an hour to allow
time to register, be screened, donate and
have a snack. Apheresis/platelet donations
take approximately two hours.
Appointments are strongly encouraged.
Pharmacy
In a hurry? Our Mercy Lobby Pharmacy
can have the medicines you need to take
home delivered to your room prior to
discharge. Ask your nurse for details or call
314-251-6900. The pharmacy accepts most
insurance prescription cards.
If you have any questions about your
medications, the Mercy pharmacist will be
happy to help. Ask when you pick up your
medication or call 314-251-6900 or
ext. 16900.
Mercy Pharmacy participates in a
number of prescription benefit plans.
Call 314-251-6900 to see if your plan
is included. Medicaid benefits are also
accepted. Please show your Medicaid
papers to the pharmacy sta before you
get your prescriptions filled. We accept
cash and most credit cards for payments
and co-pays. Mercy Lobby Pharmacy hours
are Monday - Friday: 8 a.m. to 8 p.m.
Saturday: 9 a.m. to 5 p.m.
Sunday: 10 a.m. to 2 p.m.
Protective Services
Mercy supports a patient’s and family’s
right to access protective services, including
the Division of Family Services, Child
Protective Services, Division of Aging, Adult
Protective Services, order of protection,
guardianship, conservatorship, the long-term
care ombudsman and consumer advocacy
programs related to health care and health
care reimbursement. For more information
about protective services and/or contacting
any of those agencies, please call Care
Management at 314-251-6094 or ext. 16094.
24 mercy.net/stlouismo | 314.251.6000 mercy.net/stlouismo | 314.251.6000 25
Mercy: Our History
Catherine McAuley and
the House of Mercy
Catherine McAuley, as a laywoman,
ocially began her ministry in Ireland in
1827 caring for children and women at
the House of Mercy in Dublin. The house
she built on Baggot Street intentionally
bordered a fashionable neighborhood to
draw attention to the needs of the poor.
Catherine and two companions later
became the first Sisters of Mercy.
From that humble start, the Sisters of
Mercy grew quickly. Today, they sponsor
a diverse range of ministries, carrying on
Catherine’s mission to serve the poor,
sick and uneducated – especially women
and children.
The Sisters of Mercy in St. Louis
Led by Sister Mary Magdalene de Pazzi Bentley, the first Sisters of Mercy arrived in
St. Louis by steamer on June 27, 1856. When they opened their first health care facility
here in 1871 at 22nd and Morgan, they chose St. John of God – the patron saint of
hospitals and the sick – as their patron and named it St. John’s Infirmary.
In 1891, the infirmary expanded into St. John’s Hospital at 23rd and Locust. The hospital
moved to Euclid in November 1912. Our current location on Ballas opened in December
1963. And while we became One Mercy and the hospital was renamed Mercy Hospital
St. Louis in September 2011, the plaza retains the name of our patron saint: St. John of
God.
St. John’s Plaza
St. John’s Plaza provides a beautiful outdoor respite for patients, visitors and co-workers.
It oers areas for reflection, prayer and community both during the day and as evening
falls. If you visit St. John’s Plaza, you’ll see two pieces of art that help explain our heritage
and define Mercy’s culture.
Tender Courage
By Jane DeDecker, 2014
In stunning bronze, this sculpture depicts a group of children gently shepherded by
Catherine McAuley. She tends their needs while overseeing the mission she has begun.
Caregiver Resources
Mercy Home Health
314.729.4550
Helping you recover at home after
surgery, illness or injury.
Mercy Hospice
314.729.4400
Support and compassion for families and
their loved ones during the final months.
acl.gov
Caregiver support groups and articles on
caregiving.
Eldercare Locator
800.677.1116
www.eldercare.gov
Help with locating services for the aging
throughout the U.S.
800-MEDICARE
www.medicare.gov
Ocial U.S. government site for people
with Medicare.
National Alliance for Caregiving
www.caregiving.org
Support for family caregivers and the
professionals who serve them.
Caregiver Action Network
202.772.5050
www.caregiveraction.org
Support for caregivers of chronically ill,
aged or disabled loved ones.
Resources
26 mercy.net/stlouismo | 314.251.6000 mercy.net/stlouismo | 314.251.6000 27
Together, the four figures form a symbolic circle representing Catherine’s unbroken legacy
as generations pass on the beliefs and traditions of the Sisters of Mercy.
A young woman, seated, represents the student who becomes the teacher, continuing
Catherine’s work. She looks up from her Bible study to oer encouragement to the
younger girl who is learning needlework, a skill she will need to be self-sucient. The
young boy Catherine holds is barefoot, an indicator of his dire physical needs.
The Tender Way of Mercy
By Abraham Mohler, 2014
In striking bas relief, Catherine McAuley’s life is shown as the living embodiment of
Mercy. Through windows and doorways, we see her caring for those in the streets and
in the House of Mercy in Dublin. Catherine is seen ministering to the young and the old,
teaching, serving and oering tea. We also see her dancing with her Sisters. And we see
Sisters of Mercy caring for the sick.
These images highlight Catherine’s compassion for the poor and homeless, her care for
children and her love for her Sisters. The sculpture is rich with imagery and symbolism
from our past – and real glimpses into Catherine’s world.
Catherine McAuley’s Legacy
Catherine McAuley began her ministry as a laywoman and we, as laypeople – in the spirit
of Catherine and the Sisters of Mercy – will continue it for generations to come.
Prayer for Healing
O God, in these days of illness,
Give me patience, understanding and strength.
Bring healing and peace to me.
Renew my mind and body, so that, restored, I may
serve you faithfully.
O God of power and love,
fill my life in these moments
with your healing presence.
Share your power with me
so that I may live each new day
by the strength only you can give.
Open my heart and mind to the way of health,
and set my feet on the path of service to others.
Amen
As a non-profit, 501(c)3 supporting organization, Mercy Health Foundation is
dependent on donations from individuals, corporations and foundations to provide
programs and services at Mercy Hospital St. Louis.
28 mercy.net/stlouismo | 314.251.6000
Notes
STL_29557 (4/2/20)
Y
our life is our life’s work.
