Resources for Our Funeral Home Partners

Our Funeral Home Partners are encouraged to communicate with Health Information Management (HIM) staff and coordinate pick-ups during HIM’s operating hours whenever possible.  

If a planned pick-up is expected to occur after HIM’s operating hours, notify  

University Hospital - Health Information Management by 4:00 p.m. or Victoria Hospital - Health Information Management by 6:00 p.m., whenever possible.

Advance notice allows HIM staff to confirm release readiness, prepare the documents, and coordinate after-hours pick-up support with hospital partners.

Planned After-Hours Pick-up Process:

1. Funeral Home Partner contacts HIM before 4:00 p.m. (University Hospital) or 6:00 p.m. (Victoria Hospital).
2. HIM staff confirm release readiness.
3. Required LHSC teams are notified when an after-hours pick-up is planned.
4. The after-hours pick-up occurs with support from the appropriate after-hours teams.  

Unplanned pick-up requests occur when a Funeral Home Partner arrives at LHSC without prior communication or coordination with Health Information Management (HIM).  

In these situations, after-hours support is available; however, release readiness must first be reviewed and confirmed by an After-Hours Operations Manager from LHSC’s Patient Flow team.

Unplanned After-Hours Pick-up Process:

1. Funeral Home Partner arrives at the hospital after HIM’s operating hours.
2. An After-Hours Operations Manager is engaged to review release readiness.
3. Readiness is either confirmed or outstanding requirements are identified.
4. Appropriate next steps are taken or communicated. 

Note: If release criteria remain outstanding, the pick-up cannot proceed until all requirements have been fulfilled. 

Important to Know!

After-hours support is available for unplanned pick-ups.

However, without prior coordination with Health Information Management, release readiness has not been confirmed.  

LHSC’s After-Hours Operations Manager must complete a readiness assessment before a decision can be made.

While every effort will be made to facilitate the pick-up request, completing this assessment may take time and could result in delays.  

Depending on the outcome of the readiness assessment, the pick-up may not be able to proceed at that time.

Urgent pick-up requests may occur when an individual passes away outside Health Information Management’s (HIM) operating hours and cultural, spiritual, religious, or other time-sensitive considerations require release before HIM reopens.

In these situations, an After-Hours Operations Manager from LHSC’s Patient Flow team will prioritize the review of release readiness and coordinate the appropriate response and support.

Urgent After-Hours Pick-up Process:

1. Funeral Home Partner contacts the hospital regarding an urgent pick-up.
2. An After-Hours Operations Manager is engaged to review release readiness.
3. Readiness is either confirmed or outstanding requirements are identified.
4. Appropriate next steps are taken or communicated.

Note: All release criteria must still be met before a pick-up can occur.

Important to Know!

Urgent pick-up requests receive expedited review and coordination whenever possible.

These situations are prioritized to support time-sensitive needs occurring outside Health Information Management’s (HIM) operating hours.

However, urgency does not eliminate the requirement for all release criteria to be met.

While every effort will be made to facilitate the pick-up request, additional actions or approvals may still be required before the pick-up can occur. 

1. Enter the hospital and proceed to the appropriate Health Information Management (HIM) department.
   • University Hospital (UH) Health Information Management, room B1-100
   • Victoria Hospital (VH) Health Information Management, room C1-700 
2. HIM staff will facilitate the release, obtain the required signatures, and provide the applicable release documentation. 
3. Once the required release documentation has been completed and provided, proceed to the designated holding room to complete the pick-up. 
4. Pathology or Security staff will provide access to the holding room, as required. 
5. Security will release any patient valuables, as required.

1. Contact LHSC Security and identify yourself as a Funeral Home Partner.  
   • 519-685-8500 ext. 52281 (both University Hospital and Victoria Hospital)
2. Provide the name of the individual you are intending to pick up.
3. Security will notify LHSC's After-Hours Operations Manager from the Patient Flow team, as required.
4. The After-Hours Operations Manager will assess the situation and determine the appropriate next steps.
5. If release readiness is confirmed, the Funeral Home Partner will be directed to the designated holding room to complete the pick-up.
6. Security staff will provide access to the holding room and any patient valuables, as required. 

Please note: After-hours support is provided by operational teams managing multiple responsibilities across LHSC. As a result, response times may vary, and delays may occasionally occur. 

LHSC cannot contact a Funeral Home directly based solely on information provided by a family member, substitute decision-maker, or care partner. To protect patient privacy and confidentiality, Funeral Home Partners must first contact Health Information Management (or the after-hours delegate) to confirm they have been engaged to provide services. 

If a Valuables Envelope is indicated on the Notification of Death form, Funeral Home Partners must contact LHSC Security for assistance, regardless of the time of day. Security will facilitate the valuables release process.

University Hospital (UH) Health Information Management:

• Phone: 519-685-8500 ext. 35841, prompt option #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 (VH) Health Information Management:

• Phone: 519-685-8500 ext. 58119, prompt option #0  
• Hours: 7:00 a.m. to 7:00 p.m. Daily 

Security (both University Hospital and Victoria Hospital sites):  

• Phone: 519-685-8500 ext. 52281  
• Hours: Available 24 hours a day, 7 days a week 

Jennifer McCallum, Director of Health Information Management

• Phone: 519-685-8500 ext. 52176  
• Email: Jennifer.McCallum@lhsc.on.ca

Mihir Desai, Manager of Health Information Management

• Phone: 519-685-8500 ext. 56467  
• Email: Mihir.Desai@lhsc.on.ca