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If an injury or illness

requires emergency care,



All three Baystate Health hospitals have modern, well-equipped and professionally staffed Emergency Departments that are open 24 hours a day, 7 days a week.  All are prepared to provide urgent and emergent care for all medical, surgical and pediatric problems.

The emergency departments all work together with the hospitals' radiology, respiratory and laboratory teams to ensure that the emergency staff has the information needed to take action and make critical health decisions as soon as possible.

Baystate Franklin Medical Center and Baystate Mary Lane Hospital both feature sophisticated communications equipment that enables emergency department staff to consult with and forward patient information to specialists off-site or staff at Baystate Medical Center, the region's only Level I Trauma Center.   

If you or a family member find yourselves in an emergency situation, here are some tips that will help you take the most appropriate action and know what to expect if you come to one of Baystate Health's emergency departments.
What to Do in an Emergency:
  • Act quickly!
  • Keep calm
  • Define the seriousness of the emergency:

-  Major - If the absence of immediate care would threaten the patient's life or permanently damage his or her health.

Minor - Where the illness or injury is not life-threatening, but the patient cannot wait for a doctor's appointment.

  • Apply FIRST AID
  • Make the patient comfortable
  • Call for help - All Baystate Health Emergency Departments are open 24/7.
  • While waiting for help to arrive, gather the patient's personal information to give to the hospital (age, address, next of kin, insurance, medical history, etc.). 



What To Do In An Emergency

In the event of an accident or the onset of illness requiring urgent medical attention:


  • Call 911 OR go to the nearest hospital emergency room if the situation is life-threatening or could have serious physical consequences without immediate attention.
  • Call your primary care physician if the situation requires medical attention but not immediately.
  • Call Baystate Health Link at 1-800-377-HEALTH if you do not have a personal physician or are not sure what to do. 


At the Emergency Room, ask the physician on duty to call your personal physician if you have one.


If an Emergency Room visit results in being admitted to the hospital overnight, make sure your physician is notified.  Also, many insurance companies require you or a representative to call them if you are admitted to the hospital in order to be eligible for maximum benefits.



Guide to the Emergency Department:

We realize that a visit to the Emergency Department can be confusing and frightening.  With this guide, we aim to answer your questions and explain our procedures to make emergency visits as easy to understand and experience as possible. 


Below, you can link to answers to the most common questions patients and family members ask.  Feel free to ask questions of any staff member and let us know how we can make your experience easier and more comfortable.


All Frequently Asked Questions


Specialty:  Emergency