Patient, Family & Caregiver Experience

Updated: April 24, 2023 

As a healthcare organization that cares for some of the most vulnerable people in our communities, a
hospital-issued mask will continue to be required in the following areas:

• waiting rooms
• inpatient units
• emergency department
• outpatient clinics
• medical imaging (xray etc.)
• laboratory services.

Your mask should be covering your nose and mouth for the entirety of your time at these hospital locations. Children under the age of two are not required to wear a mask.

To ensure the safety of our patients and staff, those who decline to wear a mask are not permitted to visit inpatient units or accompany a patient to their outpatient appointment.

Self-Screening Requirement Before Entering

All individuals entering the hospital must follow infection prevention and control guidelines. The screening questions are displayed at all of the HPHA site locations.

Individuals should NOT come to the hospital if they:
• Are feeling unwell
• Have tested positive for COVID-19 in the last 10 days
• Have been tested for COVID-19 with results unknown
• Have had close contact with a confirmed or suspect case of COVID-19 in the past 10 days

HPHA is committed to creating an environment that is supportive of patient & family centred care and recognizes the importance of family and caregiver presence for the health and well-being of our patients. Family and caregivers are permitted to visit patients who are in isolation due to suspect or confirmed COVID-19. Full personal protective equipment (PPE) must be worn and movement throughout the rest of the hospital should be limited. Visits are generally restricted during unit outbreaks.

Inpatients: Unlimited daily visitors, maximum of two (2) at a time during the hours of 8 a.m. to 8 p.m. * Exception may be given for Maternal Child partners/persons arriving outside these hours.

HPHA supports the presence of children under the age of 16 when accompanied by an adult.

Patient imminently approaching end-of-life: Family members or caregiver(s) may be present with patient 24/7; number at bedside will be determined based on ability to physically distance, generally no more than two at a time.

Emergency Department: One (1) support person to accompany an adult patient and two (2) support persons may accompany children and infants.

Birthing Person: Two (2) support persons. Please contact the unit for specific details.

*Community Outpatient Procedures and Clinic Appointments: One (1) support person to accompany an adult patient and two (2) support persons may accompany children and infants.

*To limit crowding in waiting spaces, adult patients that are not in need of support are encouraged to attend their appointment or outpatient procedure independently.

Outdoor Visiting
Arrangements can be made with the unit where the patient is receiving care for patients that can be safely transported by their support person(s).

While in the Hospital
To limit movement within the hospital, please stay in the patient’s room until you are ready to leave. Individuals should avoid consumption of food or drink 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 unit where the patient is receiving care for locations.

Food and Personal Items for Patients
  • Individuals may bring in food for the patient they are visiting. 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.
  • glasses, hearing aids and dentures
  • mobility items (canes, walkers, wheelchairs)
  • new toiletries only
  • new grooming items – toothbrushes, combs and hair brushes
  • personal items- books, magazines, puzzle books, family photos etc.
  • mobile phone/tablet,
  • clean clothing and footwear
Please note that the organization does not assume responsibility for personal possessions, if lost while in hospital.

Please direct requests for special items to the Manager of the Unit where the patient is receiving care.
We thank you for your patience and support.

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

HPHA continues to monitor local COVID-19 activity and may be required to change/update Family & Caregiver Visiting Guidelines in response.

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