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Patient, Family & Caregiver Experience
 

MEASLES ALERT

If you think you have been exposed to measles or have measles, please CALL ahead before coming to the hospital (this includes the emergency department). This will allow the hospital to prepare for your visit and stop the virus from spreading. Wear a well-fitting mask (such as a surgical mask or N95) if you need to leave your home for medical care.

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Effective May 20th, 2025 and subject to change

Masking Guidelines in the Hospital

While masking is encouraged throughout the hospital, it is not required in most areas. However, masks must be worn in the following situations by patients, caregivers, support persons, family members, and general visitors:
  • In the Emergency Department waiting area
  • While receiving care in the Emergency Department, or when travelling to and attending another area such as Diagnostic Imaging
  • If you have symptoms of a respiratory infection (e.g., fever, cough, sore throat), regardless of location in the hospital
  • When visiting a patient on additional precautions
Masks should cover both your nose and mouth. Children under the age of two are not required to wear a mask.

Failure to comply with these safety precautions may result in staff asking individuals to leave the unit or hospital premises in order to protect the safety and well-being of patients, staff, physicians, and other visitors.

Self-Screening Requirement before Entering

All individuals entering the hospital must follow Infection Prevention and Control guidelines. The screening questions are displayed at the entrances of all four HPHA site locations.

Individuals should NOT visit the hospital if they are feeling unwell.

Patient Support While in Hospital

At HPHA, we are committed to fostering a people-centered care environment that values the presence and involvement of caregivers, support persons, and family members. These guidelines aim to ensure that such support remains a vital part of a patient’s care journey.

Caregiver/Support Person and Family Presence

Caregiver, support person, and family presence is determined in consultation with the patient and their loved ones, taking into account individual needs and preferences.

Caregivers/Support Persons are recognized as essential care partners. These individuals may include family members, close friends, or relatives identified by the patient or their substitute decision-maker. They are welcome to be present 24/7 with the patient to provide various forms of support that may include:
  • Physical, psychological, and emotional support
  • Assistance with decision-making
  • Participation in care coordination
  • Ensuring continuity of care

Overnight Patient Support

Caregivers, support persons, or family members staying with a patient overnight are asked to help maintain a healing and restful environment for all patients. This includes:
  • Speaking quietly
  • Using headphones with electronic devices
  • Minimizing noise and disruptions
  • Using only low, directed lighting when needed
Respectful behavior is expected at all times. If these expectations are not met, staff may intervene, which could include a request to adjust behavior or, if necessary, restrict overnight presence.

 

 

General Visitors

General visitors play an important social and emotional role in supporting patients, though they do not participate as active partners in care. Visits are guided by the patient’s condition, care needs, and expressed wishes.

Please note that visiting may be limited during times of high-risk infectious illness or outbreaks, in order to protect the health and safety of all patients, staff, and visitors.

HPHA welcomes the presence of children under the age of 12, provided they are accompanied by an adult at all times.

While in the Hospital

Please respect the privacy of other patients.

Individuals should try to avoid eating or drinking in the patient rooms. Designated areas are available to purchase and consume meals and snacks.

Please do not use the patient washroom. Public washrooms are available; inquire with the inpatient unit for locations.

Food and Personal Items for Patients

Individuals may bring in food for the patient they are visiting. Please be aware of any dietary restrictions the patient may have. All food containers must be disposed of or taken home.

Chemotherapy patients may bring their own food and drink to their appointment.

To maintain Infection Prevention and Control standards and the safety of our staff and patients, please bring only the listed items below to the hospital for patients:
  • personal aids, eyeglasses, hearing aids and dentures
  • sleep aids such as earplugs or eye masks
  • mobility items (canes, walkers, wheelchairs)
  • personal care items (scent-free) – soap, toothpaste,
  • denture cup, denture cleaning products, toothbrushes, combs and hair brushes
  • books, magazines, puzzle books, family photos etc.
  • mobile phone/tablet
  • pajamas and robe worn above the ankle
  • non-slip and full-back slippers or footwear
Please do not bring valuables such as jewelry, watches or large sums of money.

Although we work hard to maintain a secure environment, the hospital does not assume responsibility for any personal belongings that may go missing during a patient’s hospital stay.

Concerns Related to these Guidelines

As a first step, we encourage you to speak with the Patient Care Manager of the unit where the patient is receiving care. If you feel your question or concern requires further attention, please contact the Corporate Patient Experience Office by phone: 1-888-275-1112 Ext. 2423 or email patientexperience2@hpha.ca and we would be pleased to assist you.

These guidelines have been reviewed and endorsed by our Patient & Caregiver Partners

We appreciate your continued support in helping us keep our patients, families, and communities safe.