Patient Information

Thank you for entrusting your care or the care of your loved one to us. To help you better navigate the hospital environment, we've pulled together resources designed to inform and educate during your time with our hospital. If you need answers beyond what's offered on these pages, please don't hesitate to contact us with questions.

If you would like a copy of your medical or imaging records or have any questions about the care you received prior to November 6, 2013, such as billing issues, please call 914-365-3712 for Sound Shore Medical Center records or 914-361-6170 for Mount Vernon Hospital records.

If would like a copy of your medical or imaging records for visits prior to October 1, 2011, please submit your request online to MetalQuest, Inc. You can also mail your request for medical or imaging records to: 

Attn: SSHS Release of Information
P.O. Box 46364
Cincinnati, Ohio 45246-0364
Phone: 513-898-1022
Fax: 513-242-5059

All radiology requests for exams prior to November 6, 2013 should be sent directly to MetalQuest. Interns, residents and former medical staff of Sound Shore Hospital System looking for credentialing information should also send their requests directly to MetalQuest.

Patient Visitation

  • All patients may have two visitors at a time during the visitation hours of 12pm – 7pm daily. The only visitors allowed during other times are those qualifying for exceptions: pediatrics, labor and delivery, end-of-life situations, patients being discharged and those with cognitive or developmental impairments.
  • Pediatric patients may have one parent/ caregiver at the bedside at all times during their hospitalization. During the hours of 12pm – 7pm, another family member or caregiver, aged 12 years or above, can be at the bedside with a maximum of 2 individuals at the bedside at a time.
  • Visitors are strictly prohibited from the Emergency Department.
  • Visitors must be over 12 years of age.
  • Visitors are asked to speak to a unit staff member before entering a patient room and to follow all staff instructions.
  • Patients who are scheduled for ambulatory procedures may each have two support people assist them.
  • Visitors will be screened in the lobby for temperature, symptoms and exposure and asked to leave if they display symptoms.
  • Visitors must wear a face mask upon entry to the lobby and throughout their time in the hospital. If visiting a patient that is COVID+, the visitor must also wear a gown, gloves and eye protection while in the room with the patient.
  • Visitors must remain in the patient’s room.
  • Visitors must practice rigorous hand hygiene.
  • Visitors who do not adhere to the above guidelines will be asked to leave.

Interpretation Services

We provide, free of charge, language interpreter services, telecommunication and amplification devices as well as sign language services to persons who are deaf and/or hearing impaired. Please ask your healthcare professional for assistance.

Customer Services

During your stay, the doctors, nurses and staff will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns and don't be afraid to raise any issues relating not only to your care and treatment, but also to overall hospital services.

Below are steps that will help you stay safe, get the information you need, ask the right questions and interact effectively with your doctors, nurses and hospital staff.  Please remember to: 

  • Write down any questions you have.
  • Choose a family member to communicate with the doctors and staff
  • Keep a list of doctors you see and the medications they prescribe.

Step Up and Speak Up

The most positive care outcomes occur when patients are proactive. Be sure to:

  • Speak up. Ask questions and voice concerns. It's your body and you have a right to know.
  • Pay attention. Make sure you're getting the right treatments and medications.
  • Educate yourself. Learn about the medical tests you get and your treatment plan.
  • Find an advocate. Pick a trusted family member or friend to be your advocate.
  • Know what meds and why. Understand what medicines you take and why you take them.
  • Check before you go. Use a hospital, clinic, surgery center or other type of healthcare organization that meets The Joint Commission's quality standards.
  • Participate in your care. You are the center of the healthcare team.

Rights and Responsibilities

If you have concerns, please speak to your physician, nursing supervisor or a Patient/Family Navigator.

If you feel your concerns regarding patient care or safety have not been adequately addressed, you may call the New York State Department of Health at 1-800-804-5447.