Patients and Visitors
Patient services
Lost and found
The hospital cannot be responsible for patient articles in patient rooms. Every effort will be made to return those articles that may have been lost or misplaced. All recovered items are turned in to the Security Department. Should you have an inquiry about a lost item, please contact Security at 859-212-5300 (West) or 859-572-3529 (East).
Pastoral care
The pastoral care department is here to ensure that your spiritual and emotional needs are met. We work closely with area clergy members. If you would like for your clergy to be contacted, a member of our Pastoral Care Department will be happy to honor that request.
Chaplains are available to respond to your request for a visit, pastoral conversation or sacramental ministry.
If you need any of the services of the pastoral care department, we encourage you to request assistance anytime by contacting a nurse or by calling the chaplain of the hospital.
To contact the chaplain of the hospital:
At West:
859-212-5216
At East:
859-572-3549
Patient admitting
Regardless of how the patient arrives at the hospital, the primary care physician needs to admit the patient. All admissions to the hospital must be through the primary care physician or surgeon. Emergency physicians do not admit patients.
Patient billing
There is more than one type of charge resulting from a hospital stay, so you may receive more than one bill. Your primary physician will bill you separately. That fee is between you and your physician. Other physician fees may be involved, such as an anesthesiologist if you had surgery, physician fees for interpreting an EKG or X-ray, or an emergency department charge. These charges will be sent to you separately. Questions about these charges should be made to the physician's office.
You may also require the service of our laboratory, radiology, physical therapy, respiratory therapy, pharmacy supplies, etc., and will receive a separate bill for these services.
Health care insurance
The St. Luke Hospitals recognize both individual and group health insurance policies, including Medicare, Medicaid and other commercial insurance plans.
Even though you may have extensive health insurance, you are ultimately responsible for payment of your bill. Any charges that are not covered by your policy or any charges your insurance company does not pay within 45 days become your responsibility. You are also responsible for payment if your insurance cannot be verified before you are discharged.
About seven days after you go home or after your treatment, a final bill is sent to you and your insurance company. Your portion of the bill is payable upon receipt; it has been determined from your insurance benefits. Your liability may change based upon payment by your insurance company.
In all circumstances, our counselors will assist you in completing forms and explaining billing procedures. They can be reached by calling 859-572-3418 at East and 859-212-5244 at West. If you have questions or doubts about your insurance coverage or financial situation, ask to speak with one of our financial counselors while you are still hospitalized.
What if I don't have insurance?
If you do not have health insurance, we suggest that you contact one of our counselors as soon as possible.
Financing/loans
The St. Luke Hospitals cannot extend credit; however, we do accept Visa, MasterCard, Discover and American Express.
Patients need to sign a consent form. Patients can pick up the consent form from the medical records department or have a form sent to them. Call medical records at 859-572-3224 for more information.
Patient medical records
Patients need to sign a consent form. Patients can pick up the consent form from the medical records department or have a form sent to them. Call medical records at 859-572-3224 for more information.
Patient representative
A patient representative serves as a liaison between our patients and all the various departments of the hospital. This individual or a volunteer greeter makes rounds throughout the hospital, Monday through Friday. If you have questions or concerns or wish to voice a complaint, please feel free to call Mary Ann Beetem at 859-212-5291 or page the representative by the calling the hospital operator. In the patient representative's absence, you may ask to speak with the nurse manager or the nursing supervisor. By asking for help promptly, you can avoid worry and inconvenience.
Special services
The patient representative can also make arrangements for assistive devices. If a patient is hearing impaired, we have a Telecommunications Device for the Deaf (TDD) that can be attached to the phone in their room, so they can keep in touch with family and friends who also have one. Eating utensils adapted for stroke patients and others with limited mobility are also on hand. Just contact the patient representative for any of these special services.
Security
For questions about hospital security, please call 859-572-3529.
Volunteer services
Volunteers of all ages contribute their time and talents to our facility, and they make a patient's stay comfortable in many ways. Should you have an interest in becoming a volunteer, please call 859-572-3166 at East or 859-212-5375 at West or stop by the volunteer office located off the main lobby.