General Information
What are Health Information Management’s (HIM) operating hours?
University Hospital (UH) HIM:
- 7:00 a.m. to 7:00 p.m. Monday to Friday, and from 7:00 a.m. to 5:00 p.m. on Saturdays, Sundays, and all statutory holidays
Victoria Hospital (VH) HIM:
- 7:00 a.m. to 7:00 p.m. daily, including weekends and statutory holidays.
Is after-hours pick-up support available outside HIM’s operating hours?
Yes. After-hours support remains available at both University Hospital (UH) and Victoria Hospital (VH). Pick-up requests occurring outside HIM's operating hours may require additional review and support, particularly when they are unplanned or urgent.
Planning a Pick-up
Why should I contact HIM in advance?
Advance communication allows HIM to confirm release readiness, prepare required documentation, and coordinate after-hours support before the department closes for the day.
If I know I will need an after-hours pick-up, when should I call?
Funeral Home Partners are encouraged to contact UH-HIM before 4:00 p.m. or VH-HIM before 6:00 p.m., whenever possible, when an after-hours pick-up is anticipated. Advance notice helps ensure release readiness can be reviewed and after-hours support can be coordinated before HIM closes for the day.
Release Readiness
What does "release readiness" mean?
Release readiness means that all required documentation, approvals, and release criteria have been reviewed and confirmed by LHSC staff before a deceased individual can be released.
Why might an individual not be ready for release?
Depending on the circumstances, release readiness may depend on completion of required documentation or approvals such as:
- A Medical Certificate of Death or a Warrant to Bury
- Coroner review or release
- Pathology release
- Trillium Gift of Life Network (TGLN) release
- Other required documentation or investigations, where applicable.
Can a Funeral Director assume an individual is ready for release if they have been notified of the death by the family, next of kin, or executor?
No. Notification of death by the family, next of kin, or executor does not necessarily mean an individual is ready for release from the hospital. All required documentation, approvals, reviews, or investigations must first be completed and confirmed by LHSC staff before a release can occur.
What happens if release readiness has not been confirmed and it is after HIM’s hours?
An After-Hours Operations Manager from LHSC’s Patient Flow team can review release readiness and determine the appropriate next steps before a decision regarding release can be made. However, coordination with HIM during regular HIM operating hours remains the preferred approach whenever possible.
Unplanned and Urgent Requests
What happens if I arrive after hours without contacting HIM first?
After-hours support remains available for unplanned pick-up requests; however, release readiness must first be reviewed and confirmed by an After-Hours Operations Manager from LHSC’s Patient Flow team. The outcome of that review will determine whether the pick-up can proceed or if additional release requirements must first be addressed.
What is the role of the After-Hours Operations Manager?
When HIM is closed, an After-Hours Operations Manager from LHSC’s Patient Flow team can conduct the release readiness assessment, coordinate the appropriate after-hours response and support, and communicate next steps.
What is considered an urgent pick-up request?
Urgent pick-up requests may occur when cultural, spiritual, religious, or other time-sensitive considerations require release before HIM reopens. In these situations, the request receives prioritized review and coordination from an After-Hours Operations Manager from LHSC’s Patient Flow team; however, all release criteria must still be met before a pick-up can occur.
Does an urgent pick-up request bypass the normal release requirements?
No. Urgent pick-up requests receive prioritized review and coordination; however, all release criteria must still be met before a pick-up can occur.
Delays and Response Times
Can an after-hours pick-up request be delayed or postponed?
Yes. While every effort will be made to facilitate an after-hours pick-up request, delays may occur if release readiness has not been confirmed or if outstanding release requirements are identified. Depending on the circumstances, a pick-up may need to be postponed until all release criteria have been met.
Why might response times vary after hours?
After-hours support is provided by operational teams that manage multiple responsibilities across LHSC. As a result, response times may vary and delays may occasionally occur.
Contacts
How can I contact HIM during operating hours?
You can contact Health Information Management (HIM) by telephone:
University Hospital-Health Information Management:
- Phone: 519-685-8500 ext. 35841, prompt #0
- Hours: 7:00 a.m. to 7:00 p.m. Monday to Friday, and from 7:00 a.m. to 5:00 p.m. on Saturdays, Sundays, and all statutory holidays
Victoria Hospital-Health Information Management:
- Phone: 519-685-8500 ext. 58119, prompt #0
- Hours: 7:00 a.m. to 7:00 p.m. daily
Who should I contact after HIM closes?
LHSC’s Security team is the initial point of contact for after-hours pick-up requests. Security will notify the After-Hours Operations Manager from LHSC’s Patient Flow team, who will review release readiness, coordinate the appropriate response, and communicate next steps.
Security (University Hospital and Victoria Hospital)
- Phone: 519-685-8500 ext. 52281
- Hours: 24 hours a day, 7 days a week
