Your Rights

At Pittsburgh Mercy our goal is to deliver excellent service to every person. Yet, from time to time, we may fail to meet that standard.

You and every person we serve have rights regardless of race, color, culture, language, ethnicity, religion, sex, sexual orientation, gender identity or expression, socioeconomic status, age, national origin, physical or mental disability, and/or veteran status.

You have the following rights:

  • To be treated with dignity and respect
  • To make decisions and be involved in your care
  • To privacy
  • To the confidential handling of your information
  • To access your information, subject to state law and organization policy
  • To spiritual support when you request it
  • To be protected from harm and abuse
  • To receive services in a safe, clean, and welcoming place
  • To ask questions and get help with your rights
  • To have your complaint resolved.

If you have a complaint:

  • Please let a member of your care team know. We will work with you to attempt to resolve your complaint.
  • If this does not work, please contact the supervisor or manager.
  • If this still does not work, please contact:

Experience of Care Team
1200 Reedsdale Street
Pittsburgh, PA 15233-2109

You may choose to have an advocate of your choice help you or, if you would like, Pittsburgh Mercy can provide one.

For more information, please review our Complaint & Grievance Notice.

If you believe your rights have been violated, please contact the Pittsburgh Mercy Integrity & Compliance Program (Trinity Health Integrity Integrity & Compliance Line).

Telephone Reporting: To make a confidential report by phone, call 1-866-477-4661.

Online Reporting: To make a confidential report online, visit and enter the access code “THO” (with the capital letter O, not a zero).

Your Privacy

In order to provide you with the best care and to comply with certain legal requirements, Pittsburgh Mercy will create a record of your care and service. Your privacy is very important to us. The Health Insurance Portability and Accountability Act and the Health Information Technology for Economic and Clinical Health Act, found in Title XII of the American Recovery and Reinvestment Act of 2009, collectively referred to as “HIPAA” laws, establish standards to assure that the personal and health information that identifies you is kept private. Our Notice of Privacy Practices outlines both your rights and our legal duties to protect your privacy. We invite you to read our Notice of Privacy Practices.

Authorization for Use & Disclosure of Protected Health Information

Please print, complete, and return our Authorization for Use & Disclosure of Protected Health Information Form. This form allows us to communicate about your care with your other health care providers. Forms may be returned via U.S. mail to the attention of: Health Information Management Department, Pittsburgh Mercy, 1200 Reedsdale Street, Pittsburgh, PA 15233, or via fax at 412-320-3278. If you have questions about this form, please call our Health Information Management Department at 412-320-2380.

download the authorization for use & disclosure of protected health information form

Informed Consent for Telehealth Services

Please print, complete, and return our Informed Consent for Telehealth Services to your care provider at your first appointment. This form allows us to communicate with you via HIPAA-compliant, interactive videoconferencing services. If you have questions about this form, please contact your provider.


Your Benefits 

Navigating the world of benefits can be confusing. We can answer your questions and help you apply for the following types of benefits:

  • SOAR
    Social Security Income/Social Security Disability Income (SSI/SSDI) Outreach, Access and Recovery – also known as SOAR – assists eligible individuals in applying for SSI and SSDI benefits that are administered by the Social Security Administration. SOAR is intended for adults, age 18 years or more, who reside in Allegheny County, and meet other eligibility and income requirements.
  • Pennsylvania Medicaid

Paying For Services

If you have health insurance coverage:

  • You are responsible for providing the insurance information required for billing.
  • We will bill your insurance carrier the full cost of covered services.
  • You are responsible for paying the co-insurance, co-pay, and/or deductible amounts for covered services.

If you don’t have health insurance coverage:

  • Charges for services that you receive may be reduced by an additional fee that’s determined by proof of your income.

For more information, visit our insurances & billing page.

Help Us To Help You

We’re here to serve you. Here are a few ways you can help us to help you and make the most of your experience with us. Please:

  • Keep your scheduled appointments with your service providers.
  • If you’re unable to keep a scheduled appointment, please remember to call us to let us know. We’ll work with you to reschedule.
  • When coming for a first-time appointment, please arrive 10-15 minutes early to complete the necessary forms.
  • Arrive on time to your other scheduled appointments.
  • Let your service provider know if there is a change in your:
    • Address
    • Phone number
    • Income
    • Insurance
    • Family size.
  • Read the bulletin boards in the waiting area to find helpful resources, information, and ways to connect with others in the community. If you need assistance, please ask a member of your care team.
  • Can’t find what you’re looking for? Please ask a member of your care team

Page Updated: April 17, 2024

Contact Us

If you have questions, please contact us.

Talk To Us

We want to hear from you. Please share your comments, compliments, questions, concerns, and complaints about your experience of care with us. Call 1-877-637-2924 or visit our Send Us a Message form.

Tell Us Your Story of Hope

Celebrate your success, inspire others, and help reduce stigma. Share your story of hope. Learn more.

Helpful Links

We’ve compiled a list of helpful links where you can find additional information to support your health and well-being. Visit our Helpful Links page.