The Emergency Departments are experiencing high volumes of patients who need care. Please be prepared to wait. The most serious cases are treated first.
Not all health concerns need emergency care. You can also book a virtual visit or go to an urgent care clinic for these concerns. For life-threatening symptoms, call 911 or go to the nearest hospital.
Thank you for your patience.
Patients may want to look at their health records to better understand their care or keep track of their health information.
Your health record belongs to WRHN, but you have the right to see what is in your record. Learn more about what records are available, how to ask for them, and any fees that may apply:
WRHN keeps your health information for the amount of time required by law.
If you want to access your health records, you can ask your family doctor or contact the Release of Information Office. You will need to send a written request with your signature that says which records you want.
For patients at the WRHN @ Midtown, Chicopee, 52 Glasgow, 40 Green, or 850 King sites, you can send your completed form:
Additionally, patient consent forms are available in the lobby at WRHN @ Midtown and can be left in the drop-box in the lobby.
For patients at the WRHN @ Queen’s Blvd., 400 Queen St., or The Boardwalk sites, you can send your completed form:
If you are asking for someone else’s records, you must show proof that you are allowed to act for them, like a power of attorney or substitute decision-maker form. You will also need to share a signed consent form and your identification.
If the person has passed away:
Lawyers and insurance companies can send their own request forms and must pay a fee before the request is processed.
If you have any questions, need more information, or would like to book an appointment, please call us at:
WRHN provides copies of health records for a fee. All fees are estimates, may change, and are subject to HST. Courier fees start at $7 and may be higher depending on the size of the package. A $150 rush fee may also apply if records are needed within 24 hours. If you have any questions, please contact us. We are happy to help.
| Type of Request | Fees |
|---|---|
| Copies of patient health record for healthcare providers | No charge |
|
Patient requests to view their records at WRHN (no copies provided).
Patients must also schedule a 15-minute appointment to view their records by calling the Release of Information Office. |
Charges may apply based on what is required to get the record (ex. record is in off-site storage, microfilmed record). |
| Basic processing fees for copies of patient health record Additional charges: - Request provided on CD/USB - Record is in off-site storage | $30 for the first 20 pages Additional $0.25 per page after that - Additional $10 per request - Additional $30 per request |
| Visit history | $30 |
| Emergency Department records | $30 for the first 20 pages Additional $0.25 per page after that |
| Diagnostic imagery | $10 per CD |
| Insurance companies | $160 for the first 10 pages Additional $1 per page after that |
| Lawyers | $30 for the first 20 pages Additional $0.25 per page after that |
| Worker’s compensation board (WSIB) | $48.15 |
| Criminal Injuries Compensation Board | $160 |
| Family and children’s services summons to witness | $55 |
| College of Nurses of Ontario, College of Physicians & Surgeons, and other regulatory colleges | $0.25 per page |
| Researchers | Please refer to the Records Review Policy. It is available on PolicyStat. |
My Connected Care is a free, secure online tool that gives you access to your health records and personal health information. It helps you easily view test results, clinical documentation, and other health information, including:
Patients can access their medical imaging records, including results from X-rays and CT scans, online by signing up for PocketHealth. PocketHealth offers two membership options: Flex for $10 per month or Unlimited for $49 per year.
Both plans include:
With the Unlimited plan, you also get:
In Ontario, the Freedom of Information and Protection of Privacy Act (FIPPA) gives people the right to request certain types of information from public organizations like WRHN. Through FIPPA, you may ask for information such as hospital policies, reports, meeting minutes, and other records that are not part of a patient’s health record. It is one way we keep our work open and transparent. To learn more, including how to make a request or get support, please see the information below.
The Freedom of Information and Protection of Privacy Act (FIPPA) gives people the right to ask for access to records from public organizations, including hospitals. Since Jan. 1, 2012, FIPPA has applied to hospitals like WRHN.
WRHN is committed to being open and accountable. We do our best to share records when asked. Anyone can request records from WRHN, but some information may be kept private. Some records are not included in FIPPA. For others, the law has rules that limit what we can share. This may be to protect individuals’ rights or sensitive details, for example.
Please note that FIPPA does not apply to:
FIPPA is also different from the Personal Health Information Protection Act (PHIPA), which deals with personal health information like medical records.
Under FIPPA, WRHN must also publish a current inventory of its records. You can find these in the documents below:
If you want to make a request under FIPPA, please follow the steps below:
Once we receive a completed request form and processing fee, WRHN is committed to responding to requests within 30 days. Sometimes, we may need a time extension, such as when we have to contact additional parties about a request. If you do not hear back within 30 days, you can contact the Information and Privacy Commissioner of Ontario.
There is a $5 processing fee to make a Freedom of Information request. There may also be more fees depending on the type of request. You can see the full list of fees below.
If there are extra fees for the records, WRHN will share the estimated cost with you first. You will have 30 days to let us know if you want to pay the fee or change your request to lower the cost. If the fee is more than $100, you may be asked to pay half before WRHN can continue working on your request.
| Photocopies and computer print outs | $0.20 per page |
|---|---|
| Records provided on CD-ROMS | $10 per CD-ROM |
| Manually searching for a record | $7.50 for each 15 minutes spent by any person |
| Getting a record ready to share, including removing parts that are private | $7.50 for each 15 minutes spent by any person |
| Costs billed to WRHN for finding, getting, handling, or copying a record, including computer costs | Actual cost billed to WRHN |
| Photocopies and computer print outs | $0.20 per page |
|---|---|
| Records provided on CD-ROMS | $10 per CD-ROM |
| Creating a computer program or using another method to turn electronic information into a record you can read | $15 for each 15 minutes spent by any person |
| Costs billed to WRHN for finding, getting, handling, or copying a record, including computer costs | Actual cost billed to WRHN |
Your privacy matters at WRHN. We are committed to protecting your privacy and your personal health information.
WRHN collects, uses, and shares your personal health information to support your care. We follow Ontario’s health privacy law, the Personal Health Information Protection Act (PHIPA). Under this act, you have the right to:
Personal health information is details about your health and care, such as your medical history, test results, date of birth, and health card number. We know it is important for you to understand how this information is used and protected.
WRHN collects your personal health information to plan and provide treatment and support your care. We may also collect information from other hospitals or clinics you have visited.
Other reasons we collect personal health information include:
WRHN only shares your information in certain situations. We follow strict rules to make sure your privacy is protected.
We may share your information:
We also share limited information with certain WRHN services. You can choose to opt out at any time by removing your consent. These services include:
WRHN works hard to keep your health information safe and private. We do this by:
We do our best to keep your personal health record accurate. If you think something is wrong or missing from your health record, please call the Privacy Office at 519-749-4275 or email us at [email protected].
Based on our policies, WRHN collects your email when you sign up for our patient portal, to send patient satisfaction surveys, and for virtual (online) care. As a part of your care, specific departments or units may ask for your permission to send you the following kinds of emails:
Please note that email communication is one-way only. WRHN can send you email messages, but you cannot reply by email.
Each time you visit WRHN, we will ask you to confirm your email address. Making sure your email is correct is important to keeping your health information private. Even though we follow the law to keep your information safe, there are still risks with communicating by email, such as:
You are responsible for making sure that your email is safe and secure. We will only send you emails if you give us permission. WRHN will not be responsible if a breach of information occurs.
You can also change your mind at any time. If you no longer want WRHN to email you, please speak with us during your next visit or contact the Health Information Management Office.
If you have questions about your privacy, call the Privacy Office at 519-749-4275 or email [email protected].
Read our email collection policy to learn more. If you would like a paper copy of the policy, please speak with a team member at patient registration.
If you have a question or concern, please call the Privacy Office at 519-749-4275 or email us at [email protected]. You can also contact our chief privacy officer at this phone number and email address. Our team will look into any privacy concerns you have and take action to address them.
For more information, ask for a copy of our privacy brochure. They are available at patient registration and our information desks.
