Patients at Mercy Hospital - Coon Rapids Campus may contact a patient representative if they feel any service compromised a patient's safety or was not within quality standards of care

Patient Call Center: (612)467-1100 Applying for and determining eligibility for VA health care benefits: Apply online or complete an Application for Health Care Benefits (Form 10-10EZ) and mail to Minneapolis VA Health Care System, Patient Access Center (17A1), One Veterans Drive, Minneapolis, MN 55417. (877)-222-VETS, 7 am - 7 pm Monday - Friday. Visit website for more information https://www.minneapolis.va.gov/patients/eligibility.asp or https://www.choose.va.gov/health/ Scheduling Appointments: Visit website for detailed information on how to make an appointment by phone or online https://www.minneapolis.va.gov/patients/appointments.asp. AudioCare provides the option to cancel, confirm, or reschedule an existing appointment 24 hours/7 days a week, (855)560-1721. Access to Care website provides information to help decide the best VA location to receive care, https://www.accesstocare.va.gov/ Lodging Options: There are several choices in overnight accommodation and transportation for patients or families of military service members being treated at the Minneapolis VA Medical Center. For assistance and complete information, call the Lodging Office (866)414-5058 ext. 4289 or (612)467-4289, 8 am - 4:30 pm Monday - Friday. Visit website for more information https://www.minneapolis.va.gov/visitors/visi_lodging.asp Veterans Health Identification Card (VHIC): The VHIC is issued only to veterans who are eligible for VA medical benefits and only for the purpose of identification and check-in for VA medical appointments. Veterans do not need a VA identification card to access VA health care. Visit the Eligibility & Enrollment Desk in the Flag Atrium near the main entrance, or call (877)222-8387. Advance Directives: A legal form that helps doctors and family members understand the patients wishes about medical and mental health care. Customer Service/Patient Advocates: Provides personal attention and works on behalf of veterans and their families and caregivers to address and resolve important issues related to individuals concerns and rights as a patient. Compliments, complaints or concerns about patient care quality and safety can be directed to Patient Advocates at (612)467-2106. Billing and Insurance: (866)347-2352 Release of Information: Processes requests for medical records and assists providers with completing forms for patients. The Release of Information Office is located in the basement between the center elevators and the outpatient elevators, room BR-105, across from the Blood Draw clinic, (612)467-1992, fax number is (612)467-2197. Caregiver Support Program: Caregiver Support Program (612)467-5405, Caregiver Support Line (855)260-3274, and Services For Family Caregivers of Veterans, Minneapolis (612)467-5405, Saint Cloud (320)252-1670 ext. 7283. Chaplain Service: Offers pastoral care and spiritual counseling to all patients, their families, and the hospital staff. Worships services are held every day of the week and Chaplains are available for individual visits, Chaplain Service Office, First Floor, Flag Atrium, (612)467-2027 ext. 31-2027, 8 am - 4:30 pm Monday - Friday. Community Care: Provides Veterans with local care in the community through approved non-VA medical providers for the Minneapolis VA Health Care System and VA Clinics. Veterans may be able to go to a non-VA provider using VA coverage for certain types of health services that are not provided by the VA, (612)467-6565 or (877)881-7618, 8:30 am - 3:30 pm Monday - Friday.

- Cardiac rehabilitation (507)497-3830 - Cardiovascular (diagnostic imaging) (507)497-3831 - Courage Kenny Rehabilitation Institute (speech therapy) (507)497-3795 - Medical records (612)262-2300 - Patient and family relations (507)977-2650 - Patient registration (507)497-3588 - Physician referral (find a doctor) (612)262-3333 or (800)877-7878 - Pulmonary rehabilitation (507)332-4832 - Radiology (diagnostic imaging) (507)497-3855 - Sleep Center (507)497-3709 - Surgery Center (507)497-3709

- Billing: (612)262-9000 - Cardiac Diagnostic Testing: (763)236-9450 - Class Registration: (866)904-9962 - Foundation: (763)236-3961 - Health and Improvement Wellness: (866)904-9962 - Joint Replacement Center: (763)236-8860 - Medical Records: (612)262-2300 - Orthopedic Care: (763)236-2000 - Patient Pre-registration: (763)236-4110 - Pharmacy: (763)236-4111 - Physician Referral: (612)262-3333 or (800)877-7878 - Pulmonary Rehabilitation: (763)236-3047 - Social Services: (763)236-4050 - Spine Care Center: (800)827-8313 - Surgery Center: (763)236-4002 - Virginia Piper Cancer Institute: (763)236-5600

Staff are available to answer questions and resolve concerns about services a patient has received or is currently receiving

Patients at Mercy Hospital - Unity Campus may contact a patient representative if they feel any service compromised a patient's safety or was not within quality standards of care

The hospital is a comprehensive health care facility providing inpatient and outpatient care including: - Emergency services, dial 911 - Level I Pediatric and Adult Trauma Center capable of handling any medical or traumatic injury - Sexual offense exams on site by a Sexual Assault Nurse Examiner (SANE) - Patient advocate services

- - Billing (612)262-9000 - - Care Management (763)684-7700 - - Courage Kenny Rehabilitation Institute (763)684-3888 - - Laboratory (763)684-7855 - - Medical and Surgical Nursing Desk (763)684-7600 - - Medical Records (612)262-2300 - - Patient Pre-registration (763)684-3800 - - Patient Representatives (763)684-7138 - - Physician Referral (612)262-3333 or (800)877-7878 - - Price Estimate for Medical Services (612)262-4930 - - Radiology (763)684-7550 - - Sleep Center (763)684-3808 - - Surgery and Outpatient Center (763)684-7777

- Cancer Center: (651)404-1515 - Cardiac Rehabilitation: (651)404-1141 - Medical - Surgical Care Unit: (651)404-1320 - Medical Imaging: (651)404-1650 - Nutrition Services: (651)404-1543 - Outpatient Services: (651)404-1007 - Patient Representative (651)404-1111 - Pulmonary Rehabilitation (651)404-1293 - Respiratory Care Department: (651)404-1004 - Sleep Study Program: (651)404-1290 - Specialty Care Unit: (651)404-1335 - Spiritual Care (651)404-1378 - Surgery Center: (651)404-1006

- Cardiac rehabilitation/Courage Kenny Rehabilitation Institute (507)977-2150 - Class registration (866)904-9962 - Medical records (612)262-2300 - Orthopedic services and Surgery Center (507)977-2277 - Patient preregistration (507)451-3850 - Patient representative (507)977-2650 - Physician referral (find a doctor) (612)262-3333 or (800)877-7878 - Pulmonary rehabilitation (507)977-2190 - Sleep Center (507)977-2000

- Addresses issues of family violence and abuse - Advocates for patients and families - Arranges for post-hospital placements and services - Counsels patients and families to assist them with emotional and psychological distress - Helps individuals and families find a place to stay in Sioux Falls while receiving medical care at Avera McKennan Hospital and University Health Center. Staff can help locate affordable accomodations nearby and special rates are available in local hotels. Walsh Family Village is a place to stay for families of patients receiving treatment. - Provides education about and assists in completion of advanced directives - Provides financial counseling to patients - Provides information on community resources

Staff handle complaints from patients regarding inpatient, outpatient, or home health care. These offices work within the system to help patients achieve satisfaction as an alternative to filing a complaint with licensing authorities or consumer action agencies, requesting the services of outside advocates, or seeking legal advice from attorneys who specialize in the health care field.

- Administration (763)688-7840 - Billing/Patient Accounts (763)688-9460 - Care Coordinators (763)688-6300 - Courage Kenny Rehabilitation Institute (763)688-7782 - Foundation (763)688-9393 - Home oxygen and medical equipment (763)689-7737 - Interpreter Services (612)262-3220 - Laboratory (appointments) (763)688-7920 - Mammography (763)688-6380 - Mother Baby Center (763)688-7886 - Medical Records (release of information) (612)262-2300 - Occupational Medicine (763)688-7777 - Partners in Pregnancy (763)688-7725 - Patient Representative (763)688-7964 - Physician referral to find a doctor (612)262-3333 - Radiology (763)688-7947 - Surgery and outpatient services (763)688-7989