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COVID-19 PANDEMIC UPDATES

COVID-19 measures may be affecting myHealthHub services at your hospital

Updated: October 12, 2024

Date of free TV activation is different for each site.

Due to the COVID-19 pandemic, hospitals are taking additional measures to keep patients and staff safe, while helping patients manage isolation during visitor restrictions. As a result, individual hospitals have taken the position to provide entertainment and Internet access to their patients at no charge during the pandemic crisis. In addition, our team’s access to many hospitals have been restricted to avoid transmitting the virus, and we’re unable to provide onsite rental activation and support in some locations.

Please check the status of your hospital below before proceeding to rent online or through our call centre. We will continue to provide online rentals through our Rent Now page for those hospitals that require it.

At HealthHub, we’re committed to providing our customers with the best experience possible. We’re working closely with hospitals to find solutions and options, while also adhering to public health advice and putting the health and safety of patients and staff above all.

We’re continuing to monitor this situation closely and will provide updates as they become available

Hospitals Currently Affected, by Province:

Cowichan District Regional Hospital, Duncan
Rental status: Hospital is providing free TV during the pandemic.

East Kootenay Regional Hospital, Cranbrook
Rental status: Hospital is providing free TV during the pandemic.

Kelowna General Hospital, Kelowna
Rental status: Hospital is providing free TV during the pandemic.

Nanaimo Regional General Hospital, Nanaimo
Rental status: Hospital is providing free TV during the pandemic.

Royal Jubilee Hospital, Victoria
Rental status: Hospital is providing free TV during the pandemic.

Shuswap Lake General Hospital, Salmon Arm
Rental status: Hospital is providing free TV during the pandemic.

St. Paul’s Hospital, Vancouver
Rental status: Hospital is providing free TV during the pandemic.

Victoria General, Victoria
Rental status: Hospital is providing free TV during the pandemic.

IWK Health Center, Halifax
Rental status: Hospital is providing free TV during the pandemic.

St. Clare’s Mercy (IBT: 4E, 7E), St. John’s
Rental status: Hospital is providing free TV during the pandemic.

Collingwood General and Marine Hospital, Collingwood
Rental status: Hospital is providing free TV during the pandemic.

Erie Shores Healthcare, Leamington
Rental status: Hospital is providing free Phone Services during the pandemic.

Georgian Bay General Hospital, Georgian Bay
Rental status: Hospital is providing free TV during the pandemic.

Health Sciences North (Floor: South 6), Sudbury
Rental status: Hospital is providing free TV during the pandemic.

Huntsville District Memorial Hospital Site, Huntsville
Rental status: Hospital is providing free TV during the pandemic. 

South Muskoka Memorial Hospital Site, Bracebridge
Rental status: Hospital is providing free TV during the pandemic.

Timmins and District Hospital, Timmins
Rental status: Hospital is providing free TV during the pandemic.

Woodstock General Hospital, Woodstock
Rental status: Hospital is providing free TV during the pandemic.

CHRDL Joliette (CISSS de Lanaudiere), Saint-Charles-Borromée
Rental status: Hospital is providing free TV during the pandemic.

How to Rent myHealthHub:

Most rentals can still be done online by visiting our Rent Now page.

However, some hospitals require onsite rental activation. Since our team is currently restricted from accessing some hospitals, we’re unable to activate those devices at this time. We’re working hard to find a solution. Please check back for updates.

How to Get Technical Support:

We’re currently unable to provide onsite technical support at some hospitals, due to restrictions. Remote technical support is still available, visit our Contact Us page to find the best solution for your need. Please check back for updates.

Thank you for your patience during this time.

Refund Policy

Rental orders with HealthHub Patient Engagement Solutions are refundable within the following guidelines:

  • Days that have been paid for (paid days1 ), but cannot be used due to a service interruption3 caused by a qualified technical issue4 may be refunded at the daily rate.

  • A day is considered used 2 hours after rental start time. Rental start time is defined by the rental order.

  • Any free days2 of rental included in a multi-day rental package cannot be exchanged for money or transferred to another patient.

  • If a refund is processed before all paid days are used, any free days are forfeited.

  • Refunds are processed from the time they are requested, and will not be backdated.

  • Once a service interruption is reported, paid days will be either refunded or added to the rental period (the choice is up to the patient). Free days will be added to the rental period, and cannot be refunded or exchanged for money.

Definitions

1 Paid days = Days of service paid for with your chosen service package. All paid days must be used before the free days in a package begin. There is 1 paid day in the daily package, 5 paid days in the weekly package and 15 paid days in the monthly package. (Please note: some sites may have different rental packages).

2 Free days = Days of service that were gifted to you by HealthHub with your chosen service package. The weekly package includes 2 free days (5 paid days, 2 free days) the monthly includes 15 free days (15 paid days, 15 free days). (Please note: some sites may have different rental packages).

3 Service interruption = Service use disrupted due to a qualified technical issue, or due to being moved to a new room with a missing or damaged HealthHub terminal. (Please note: this policy applies to service delivery problems for which HealthHub is responsible; it does not apply to those for which the hospital is responsible).

4 Qualified technical issue = A technical problem that impacts service delivery or enjoyment of services on your device.
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