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Patient & Family Services

We offer a variety of services and supports to ensure our patients and family members have everything they need during their stay at one of our facilities. Scroll down to find more information about things like our Ethics and Human Rights services, ordering TV service in patient rooms, accessing MyChart™, support for Indigenous patients and families, and more.

Chronic Co-Payment

When you were first admitted to Hamilton Health Sciences, you required acute medical care and you were considered to be an “Acute” patient. Your patient status changed to Alternate Level of Care (ALC) when in the opinion of the attending physician, you both require chronic care and is more or less a permanent resident in hospital or another institution, including a Long-Term Care (LTC) Home.

If you meet the definition above and are waiting for a bed in a complex continuing care or long term care home, you are charged a daily co-payment fee to cover the cost of meals and accommodations.

Are there any exemptions from co-payment?

The following patients are exempt under the regulations from any co-payment:

  • Any patient under 18 years of age
  • Any patient who, on the day before the patient was admitted to the hospital, was receiving income support under the Ontario Disability Support Program Act or income assistance under the Ontario Works Act

The following patients may be eligible to apply for a reduced co-payment rate:

  • Low-income patients
  • Patients with dependents

We will work with you to determine if you meet either of the above criteria for a reduced co-payment rate.

What if my status changes?

It is anticipated that chronic care patients may be hospitalized for many years. During this period of hospitalization, unanticipated acute episodes may occur, such as pneumonia, heart attack, etc.

If the patient requires acute care or some other type of care but still requires chronic care and will be more or less permanently resident in the hospital, the co-payment remains applicable.

However, if the attending physician is of the opinion that the patient no longer requires chronic care for a period of time, the co-payment will not be charged during that period of time.

Where can I find more information on co-payment?

Please visit the Ministry of Health and Long-Term Care for more information.

Have a question?

We’re happy to answer any other questions you may have regarding payments. Please contact us at 905-521-2100 ext. 77000.

Our hours of operation are Monday to Friday, 8:00 a.m. to 4:00 p.m.


Ethics Consultation Service

At Hamilton Health Sciences (HHS), ethical values are part of everyday decisions about medicine and the way care is provided to you. This means that we care about your healthcare goals, preferences, and the values that matter most to you in your life. We are committed to  helping you make the best choices for you and your loved ones, and to stopping to discuss the options that are available to you. At HHS, ethics involves:

• treating people fairly
• removing barriers to accessing health services
• respecting patients’ privacy
• communicating effectively, and
• making sure the hospital is a safe place for all

Does your question cause moral distress, or involve disagreements, concerns or uncertainties about you or your loved one’s care? If yes, read more about our Ethics Consultation Service. This service helps patients, families and healthcare teams work through complex and difficult decisions regarding healthcare needs.

Do you have a compliment, concern or question about your care, safety or experience? If yes, please contact our Office of Patient Experience. This team works with patients and families to promote an excellent hospital experience.

Does your question involve access to or use of your personal health information? If yes, learn more about privacy and access to information at HHS. Our Privacy team oversees access to and protection of personal health information, as well as access to HHS’ business and other records.

Does your question involve concerns about research? If yes, please click here for information on the Hamilton Integrated Research Ethics Board. This service ensures the safety of research study participants.

HHS ethics services are housed within the Program for Ethics and Care Ecologies (PEaCE), which includes our Resilience Support Program for healthcare workers. HHS also supports ethics services across our region through the Regional Ethics Network partnership.

At HHS we have a number of people and resources to support patients and families to help make your stay at HHS a positive experience. If you have a question or concern, the first step is to speak with your health care team. If after speaking with your team you still have question or concerns HHS please brochure for additional resources that may be able to assist.

HHS Ethics Brochure
HHS Ethics Framework

Family Rooms & Quiet Spaces

We have a variety of family rooms and quiet spaces for our patients and their families. These include outdoor green or terrace spaces which are open seasonally.

To locate a family room or quiet space at one of our hospitals or centres, please ask a member of your healthcare team, or one of our Information Desk staff located in the front lobbies.

Human Rights & Inclusion

We value and respect the richness of diversity of the communities we serve, and we are dedicated to cultivating a welcoming, inclusive and safe environment free from discrimination and oppression for everyone who enters through our doors.

The Human Rights and Inclusion team actively strives to create an equitable environment where people’s diverse identities and perspectives are valued and included. We strive to create an environment where staff feel dignified, engaged, and empowered to deliver on HHS’ mission of Best Care for All. HHS recognizes its people are best positioned to do this by increasing their skills, confidence, and capabilities through a range of human rights and inclusion training and programs, events, and projects.

Human Rights and Inclusion initiatives include:

Training and Programs
We have various training and programs offered through the Centre for People Development that are specifically designed to educate our workforce on equitable and social engagement with the diverse communities we work with and provide care for at HHS. These trainings are recommended in the following order, however they are also standalone learning modules.

Two-Spirit & LGBTQIA+ Positive Space Training increases awareness about the Two-Spirit & LGBTQIA+ community, reduces stigma, and builds capacity for an inclusive service and care environments for Two-Spirit & LGBTQIA+ patients and employees.

Ally in Action Training prepares staff to recognize systemic barriers that have negative impacts on marginalized patient and staff populations, and to build the capacity to have conversations regarding the various forms of systemic oppression and barriers

Compassionate Cross Cultural Communication Training supports staff in understanding what culture is and learning how to engage in self-reflection about your own culture and how it impacts your values and beliefs related to communication, in conjunction with learning 10 strategies for compassionate communication.

Intersectional Anti-Racism: Anti-Oppression Analysis Training provides attendees with a well-rounded education of equity, diversity and inclusion principles, identifying and removing systemic barriers, taking personal responsibility for interrupting both interpersonal and systemic oppression.

Ethics and Diversity Grand Rounds: To ensure HHS is on the forefront of clinical and organizational ethics, we host monthly Rounds to promote community dialogue around ethical issues in healthcare and build capacity for effective ethical decision-making.

On-demand Training: The Human Rights and Inclusion team provides on-demand training related to harassment, workplace violence, and other human rights-related issues.

Annual Events

We have an organizational emphasis on events that recognize and celebrate diversity and affirm HHS’ commitment to promoting, fostering, and cultivating an inclusive and equitable work and service environment. Some of our yearly events include:

Black History Month

Indigenous Days of Significance

Disability Employment Awareness


World AIDS Day

Human Rights Day


Trans Inclusive Service and Care Program: A strategic initiative to support trans patients and staff at HHS and build an inclusive service and care environment for gender-non-binary/diverse people.

Contact Us

Human Rights and Inclusion questions can be sent to inclusion@hhsc.ca. If you have a concern regarding your experience as a patient at Hamilton Health Sciences, please contact patientexperience@hhsc.ca.

Indigenous Care & Services

We are committed to providing a welcoming, culturally-sensitive experience for Indigenous patients, families and visitors.

Learn about Indigenous Care & Services at Hamilton Health Sciences.

Medical Assistance in Dying (MAiD)

Medical Assistance in Dying (MAiD) is a medical procedure that involves the administration of medications to intentionally and safely end the life of an adult patient who meets strict legal criteria outlined in Bill C-14 of the Federal Parliament of Canada. In general, in order to be eligible:

  • The patient must be 18 year of age or older and be eligible for health funding services in Canada.
  • The patient must be capable of making health care decisions.
  • The patient must have a grievous and irremediable medical condition.
  • The patient’s request must be made voluntarily, without coercion.
  • The patient’s death must be reasonably foreseeable.

Patients at Hamilton Health Sciences who wish to explore this option should talk to a member of their healthcare team. Not all health professionals are willing to participate in this procedure. Therefore, your doctor or nurse may choose to refer you to another healthcare provider who will guide you through the process.

You can learn more about MAiD at HHS by reading our Frequently Asked Questions resource for patients and families.

For more information about the legal criteria and the process for requesting MAiD, including accessing the patient request form (Clinician Aid A) visit the Ministry of Health and Long Term Care website.

MyChart™ - Access your medical record online

Starting in Fall 2018, Hamilton Health Sciences will begin to introduce MyChart™ to patients and staff. MyChart™ allows you to access your medical record online. Learn more about MyChart™ at HHS.

Pet Therapy & Visits

We recognize the role that pets can play in a person’s health journey. In partnership with Zachary’s Paws for Healing, we are pleased to support companion pet visits and therapy animal programs in some areas of our hospitals.

For more information or to request a visit from your pet, please speak with someone from your healthcare team.

Pharmacy Services

At Hamilton Health Sciences, pharmacists can be involved in your care in a number of ways.

View information about pharmacy services at our hospitals and centres

Preferred Accommodations

What is preferred accommodations?

If you stay as an inpatient at Hamilton Health Sciences, you can request your preference out of 3 types of patient rooms:

  • Ward (3 or more beds)
  • Semi-private (2 beds)
  • Private (1 bed)

Note: the above guidelines do not cover restroom arrangements within or between patient rooms.

How and when can I make my selection?

You will be asked about your room preference during pre-admission or during admission.

We will need you to complete the Request a Hospital Room form. If you have private insurance coverage, you will need to provide this information. If you have only partial or no private insurance coverage, you can still request a semi-private or private room and pay for this directly. An invoice will be mailed to you after your stay.

We will try our best to accommodate your room preference. Patients’ medical needs are our first priority when assigning rooms, and rooms are assigned on a first-come, first-serve basis. We may need to make room changes during your stay due to other medical needs.

What are the daily rates for each type of accommodation?

  • Ward – no charge if you have OHIP coverage
  • Semi-Private – $275
  • Private – $310
If you request a: And you receive a: You will be billed:
Ward Semi-private or private No charge
Semi-private or private Ward No charge
Semi-private Private Semi-private
Private Semi-private or private Semi-private

How do I know if I have coverage?

It is your responsibility to contact your insurance provider to verify your coverage. Please note that your coverage may change from year to year. If your insurance covers only part of your accommodation request, then you will be responsible for paying the remainder of the bill. You will be invoiced for this amount.

How can I change my accommodation request?

If at any point during your hospital stay you no longer want a private or semi-private room, it is your responsibility to contact the Preferred Accommodation Coordinator (located in the Registration Department) and sign a new form. You will be responsible for any charges up to that date.

Have a question?

We’re happy to answer any other questions you may have. Please contact our Preferred Accommodation Coordinator team below or email us at PreferredAccommodation@hhsc.ca.

Hamilton General Hospital 905-521-2100 ext. 46958
Juravinski Hospital 905-521-2100 ext. 43259
McMaster University Medical Centre 905-521-2100 ext. 75107


Our hours of operation are Monday to Friday, 8:00 a.m. to 4:00 p.m.

Spiritual Care

We are pleased to provide chaplain and spiritual care services to any patient or their family member who require support during their time in hospital. You can find more information about these services by visiting the Spiritual Care page.

TV, Phone & Wi-Fi

TV, landline phone and Wi-Fi services are available for purchase during your hospital visit.

TV & Phone

Television and landline phone services are available through the Hospitality Network. To order phone or TV service, please contact:

  • Hamilton General Hospital
    905-521-2100 ext. 46520
  • Juravinski Hospital & Cancer Centre
    905-521-2100 ext. 41234
  • McMaster University Medical Centre/McMaster Children’s Hospital
    905-521-2100 ext. 0
  • St. Peter’s Hospital
    905-521-2100 ext. 12228
  • West Lincoln Memorial Hospital (phone services only)
    905-945-2253 ext. 0


Wi-Fi internet access is available for patients and visitors to purchase at all Hamilton Health Sciences sites at the following rates:

  • 4 hours – $5.95
  • 24 hours – $9.95
  • 3 days – $18.95
  • 7 days – $28.95
  • 1 month – $47.95

Connect to the HHS i-Visitor network