Patient & Family Services

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
HHS CENAS Survey

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.

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

Pride

World AIDS Day

Human Rights Day

Projects

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.

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) 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.

A new way to see your HHS medical information is coming. Starting June 4, 2022, visit MyChart.com or download the MyChart by Epic app.

MyChart by Epic is a free, secure online tool that gives patients easy access to their HHS health record anytime, from anywhere. Patients can securely view test results, enter personal health information, and attend video visits.

Learn more about MyChart at HHS.

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

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, 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

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