Patients Rights: Hospital Consumer Rights Advocacy

There is an increased emphasis on improving the quality of care transitions in the health care system and empowering patients with information to take charge of their own care is very important. This includes appointing a health care proxy and completing forms to provide your instructions for end of life care.


StateWide has initiated a Patient Advocate
Program.  Please see our Program flyer.

Join us for monthly telephone teach-ins and keep
up-to-date on important policy issues affecting hospital admissions, your rights as   a patient and how you can get involved!  Calls are held from 10AM – 11:00AM.
NEW DATES FOR 2016.  See Telephone Teach In Fall 2016 Schedule for details.
Material from past calls is posted below.Material from July 2013 Telephone Teach In
Material from August 2013 Telephone Teach In

Material from the September 26, 2013 Telephone Teach In:

Material from the October 31, 2013 Telephone Teach In:

Materials from the November 21, 2013Telephone Teach In:

How to Have a conversation with Hospital Discharge Planners

How-to-Have-a-conversation-with-Hospital-Discharge-Planners PDF version

NYS Department of Health – Hospital Patient Rights Brochure

NYS Department of Health –Hospital Patient Bill of Rights – English
NYS Department of Health – Hospital Patient Bill of Rights – Spanish

Material from the September 29, 2014 Telephone Teach In:
StateWide’s Patient Advocates Program Telephone Teach-in featured speaker Laura Dugan, the Communications Lead for LIVANTA, the newly designated Medicare Quality Improvement Organization.  Review the presentation.

Material from October 2014 Telephone Teach In:

This Telephone Teach-in featured patient advocate Suzanne Mattei, focusing on safe patient handling and hospital visitation rights.  For more information and additional resources, see this link.

Material from November 20, 2014 Telephone Teach In:

This Telephone Teach-in featured nursing home rights expert Cynthia Rudder, PhD.  For more informatin and additional resources, see this link:  Nursing Home Rights Fact Sheet.

Material from February 3, 2015 Telephone Teach In:
This Telephone Teach-in featured Medicaid expert Ginalisa Monterroso, CEO/Founder, Medicaid Advisory Group, discussing Long Term Care Services…tips to help seniors and families obtain and afford the care they need.

NY Times article on nursing homes applying for guardianship  Feb 2 article
Income Surplus Flow Chart
Health Care Proxy
DNR (Do not resuscitate)
New_York_State_Power of Atty
MEDICAID ADVISORY GROUP BROCHURE Material from February 27, 2015 Telephone Teach In:
This Telephone Teach-in featured Vicky Ellner, President of SUN-B and
Jeff Rosenfield, Ph.D. Gerontologist focusing on Preventing Falls for Seniors—A community
and hospital collaboration
Fall Statistics
Bathroom Safety
Bedroom Safety
Being Safe on the Stairs
Kitchen Safety
Start at Your Front DoorTelephone Teach in March 11, 2015 Introduction to Medicare  Flyer
Speaker: Eric Hausman, Independent Consultant specializing in Medicare Education and Training
Medicare 101
This session was recorded. To listen to the recording, dial 1-712-832-8303 and use access code 130379#

Telephone Teach in March 25, 2015 Medicare Covered Home Care Services Flyer
Quick Reference Material Home Health Services

Telephone Teach in May 29, 2015 Medicare Covered Home Care Services Flyer
Hospice and Palliative Care Presentation

Telephone Teach in Feb. 23, 2016 Understanding DELIRIUM
a major health problem affecting the elderly. Learn the causes and treatments.

  Telephone Teach in March 22, 2016   Using the new Hospital Compare System to choose the best care for you.


Telephone Teach in April 5, 2016   New York State Hospital Financial Assistance Program



Telephone Teach in April 26, 2016   Alcohol and Substance Abuse Services for Older Adults
presentation slides




Telephone Teach in May 24, 2016  How to get help for patients with dementia and their caregivers
Presentation Slides


 Telephone Teach in June 21, 2016 How to compare Nursing Homes for services, quality and safety

Telephone Teach in October 18, 2016 Delivery System Reform Incentive Payment (DSRIP) Program – 101: What it Means to Your Community

Presentation Slides

Telephone Teach In October 25, 2016 Nursing Home Forced Arbitration: What Families and Residents Need to Know; Speaker: Russ Haven, Legislative Coordinator NY Public Interest Research Group
Resource Links:

Telephone Teach In November 29, 2016 Observation Status—the New MOON Rules and Other Important Updates; Speaker:  Toby S. Edelman, Senior Policy Attorney, Center for Medicare Advocacy

Observation Status Presentation Slides

Observation MOOON notice

 Telephone Teach in December 13, 2016 – What is Sepsis and How Can it Be Prevented?  Speaker: Eve Bankert, Quality Improvement Specialist, IPRO
Sepsis Presentation


Telephone Teach in January 24, 2017 – Helping Older Persons Identify and Avoid Adverse Drug Events Speaker: Tanya Vadala, Pharm.D., IPRO Preventing and Reducing Adverse Drug Events (PARADE) initiative
presentation slides

   Telephone Teach in February 28: Using Medicare’s Quality Improvement Organization (Livanta)  to Appeal a Discharge or Complain about Health Facility Quality
For more information see this link and the following presentation materials:
Livanta presentation slides

2017 Livanta flyer

Telephone Teach in March 28: Assistance from the NYS Attorney General for Seniors with Health Care Concerns

Real problems health care brochure

Mental Health Parity brochure

Urgent Care Centers brochure



Protecting Patients in Long Term Care from Abus & Neglect.pdf


Telephone Teach in April 25: Mental Health Needs of Older Persons and How to Get Help

presentation slides

Telephone Teach in May 23: Assisting Older Persons with HIV/AIDS

hiv 1
Older Adults Sexual Health Guide – call office for copy

Telephone Teach in June 27: Home Care Agency Program to Screen for Sepsis

presentation slides
Sepsis Fact Sheet
Sepsis And Aging
Life after Sepsis

Telephone Teach in September 19: Problem Gambling for Seniors.

How to Detect and Prevent Problems or Get Help When its Needed. Speaker: Stelianos Canallatos, Prevention Specialist New York Council on Problem Gambling

Telephone Teach in October 24:  Emergency Room Care
Speaker: Ruth Leslie, Director, Division of Hospitals and Diagnostic & Treatment Ctrs.
Office of Primary Care and Health Systems Management, NYS Dept. of Health

Your Rights as a hospital patient booklet, the proxy and the patient’s bill of rights.  

Form to file a complaint with the Department for any reason:

Telephone Teach in November 14: Single Payer: How does it work…What are the options for Single Payer in NYS and Nationally.

Speakers:  Gail Myers, NY StateWide Senior Action Council; Len Rodberg, PhD., Physicians for a National Health Plan/NYC Chapter & Ursula Rozum, Campaign for NY Health

NY StateWide Senior Action Council support for single payer/Medicare for All:
State Legislative Priority Platform:  The escalation of health care costs and failure of existing legislation to achieve universal coverage require continued emphasis on this vital issue. StateWide supports Universal Health Insurance, as the most effective vehicle for achieving universal coverage and cost control. StateWide will take the lead to advocate universal health care for all and will urge the passage of the “New York Health” legislation.
Federal Legislative Priority Platform: The best protection for Medicare, which now covers the most medically challenged part of the population, is to expand the risk pool to all, including younger, healthier Americans. StateWide supports federal Universal Health Insurance, the expansion of Improved Medicare for All, as the most effective vehicle for achieving universal coverage and cost control. StateWide supports the expansion of the Medicare program to provide universal health care for all.
Legislative Memo in Support
NYHealth petition 2017-2018

Medicare and Single Payer:
Medicare Recipients & the New York Health Act
NY Health and Medicare FAQ

Dr. Rodberg presentation slides

Telephone Teach in December 12, 2017  Theme: Social Security Matters: Important
Updates for Older Persons and Caregivers, 
Speaker: Everett Lo, Manager, Social Security Administration’s NY Regional Public Affairs Office

Social Security presentation
Fact Sheet 1 – Online Account
Fact Sheet 2 – Benefits Notification

Making the Most of Our Social Security Conversation
Take one simple step right now to make the most of your participation in the upcoming Social Security conversation; register today for your personal My Social Security account at

My Social Security is the safest, easiest and fastest way to access your annual Social Security Statement, a free, personalized financial planning tool that shows how much you’ve earned over the years and what you can expect to receive from Social Security when you retire. Your Statement is available to you online through your My Social Security account at

For most people, registering for your personal My Social Security account takes only a few minutes, after which you will have immediate access to your annual Social Security Statement. You register only once and then can log in to view your Statement using your personally selected User Name and password. Just follow the easy instructions in our fact sheet, How to Create an Online Account.  If you encounter any challenges in setting up your account, please call Social Security at 1 (800) 772-1213 for assistance.

Review your Social Security Statement at least once a year to make sure that your name, date of birth and the last four digits of your Social Security Number are correct and that your earnings are accurately recorded. Since your monthly Social Security retirement benefit will be based on your highest 35 years of work, your Statement should show your full work history.  And, if you’re already receiving Social Security, or Supplemental Security Income, the Fastest Way to Verify Social Security and Supplemental Security Income is via your My Social Security account at

If you are married, make sure your spouse registers for his or her My Social Security account, too.

Telephone Teach in January 23, 2018  
Rights of Patients Who Have Delegated Decision Making

Planning For Your Estate

Dr. Caprio presentation

Telephone Teach in February 13, 2018  
Speaker: Lakezia Carmichael, External Affairs Team at the Centers for Medicare
and Medicaid Services NY Regional Office.
Theme: Everything You Ever Wanted to Know About the New Medicare Cards

Telephone Teach in February 13, 2018  

Learn more about the New Medicare Card

New Medicare Card mailing & updates – Mailing strategy/schedule is being shared: and new fact sheet now available:

New Medicare Card Outreach Plan

Medicare New Card Presentation

Telephone Teach in March 20, 2018  Preparing for and Recovering from Disasters: What Older Persons and Caregivers Need to Know!!

Speaker:  Kristin Devoen  Director of Public Information, NYS Division of Homeland Security and Emergency Services 

Presentation Information:
Disaster Preparedness brochure 1
Disaster Preparedness 2

Additional Resources:

–Disaster Preparedness Guide for Seniors, by Seniors

–From the Centers for Disease Control CDC: Emergency Preparedness for Older Adults
This portal provides links to information, tools, and resources to assist in multi-sector planning for older adults in all-hazard emergencies.

Personal Preparedness for Older Adults & Their Caregivers
Many informational resources and tools exist to help older adults and their caregivers prepare for emergencies and disasters.


Telephone Teach in April 24 – Medicare’s Durable Medical Equipment, Prosthetics, Orthotics, & Supplies (DMEPOS) and the Appeals Process for Coverage Decisions
Speaker: Richard Lombardo, CMS Regional Office

 – Medicare Parts A & B Appeals Process

-Prior Authorization Process for Certain Durable Medical Equipment, Prosthetics, Orthotics, and Supplies (DMEPOS) Items  Frequently Asked Questions

-Medicare Coverage of Durable Medical Equipment and Other Devices (Oct. 2017) brochure

-Your Guide to Medicare’s Durable Medical Equipment  Prosthetics Orthotics and Supplies Competitive Bidding Program Guide

Below are links to other materials:

-Durable medical equipment (DME) coverage

-Find a Supplier for Durable Medical Equipment- Directory


Telephone Teach in May 22 – Helping Older Persons Avoid Ticks and Lyme Disease
Speaker : Matthew Frye, Ph.D. from the New York State Integrated Pest Management Program at Cornell University



Frequently Asked Questions About Ticks

Check for ticks poster

NEWiconTelephone Teach In June 18 – Theme: Helping Older Refugees Connect to Senior Services
Speaker: Jennifer McDermott, Director of Aging & Adult Services, Catholic Family
Center, Rochester, NY

Presentation slides

To empower patients and their families, StateWide has developed a Hospital Consumer Rights Kit.

You may call 1-800-333-4374 to request a copy or download from links below.

The Kit will include brochures on:

The Kit also includes a phone number wallet card, personal health card
and more.


Effective August 1, 2014  Livanta replaces IPRO as the NEW Medicare contractor
New Medicare Hotline for Quality of Care 866-815-5440
New Medicare Hotline for AppealDischarge/Non-Coverage 866-815-5440


On August 1, 2014, Livanta LLC began work as the Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) for New York. In their new role, Livanta is responsible for case review for Medicare beneficiaries. If you or a loved one wants to appeal a discharge from a hospital or nursing home, or has a concern about the quality of care they are receiving, Livanta is there to help!

If you are filing a discharge appeal or quality of care complaint, call Livanta at 1-866-815-5440 and make sure you have the following information handy:

  • Name on Medicare card
  • Medicare number
  • Address and Phone number
  • Date of birth
  • Date of service
  • Full name and contact information of the facility or healthcare provider

To learn more about Livanta, visit their website at