Hawaii Pacific Health is committed to providing the best possible experience for our patients, their families, and visitors.
Please find links below to help answer your billing, MyChart and electronic health records questions.
If you have other concerns about billing and/or payments, please don't hesitate to give us a call at (808) 522-4013.
Our Customer Service representatives are available Monday-Friday, 9:00 am – 4:30 pm or contact us with your questions.
Patient and Visitor Policy
At Hawaii Pacific Health, the safety of our patients, visitors, care providers and staff is always our top priority. Please see the information below for the measures we have in place to help keep everyone at our medical centers and clinics safe.
- All Medical Centers (Inpatient and Emergency Departments): Two adult visitors are allowed at a time, with the option to swap out during established visiting hours. If this involves visiting a patient who is sharing a room with another patient, one adult visitor is allowed at a time, with the option to swap out during established visiting hours.
- COVID-Positive Patients: For adult inpatients who are suspected or known to have COVID-19, one adult visitor is allowed at the discretion of the unit leadership and/or attending physician. The visitor must also comply with the following rules:
- The visitor must be an adult household member of the patient.
- The visitor must wear a medical mask at all times.
- When leaving the patient’s room, the visitor must leave the medical center premises immediately and keep the medical mask on until off the premises.
- The visitor is not allowed to visit the cafeteria or any other common areas at the medical center.
For pediatric and obstetric inpatients who are suspected or known to have COVID-19, individual arrangements will be made. - Clinics and Outpatient Appointments and Procedures at all HPH Facilities: Patients are allowed to have two adults accompany them for ambulatory visits of any kind, such as clinic appointments, therapy visits and radiology appointments.
- Immunocompromised Patients: For the safety of this patient population, particularly in infusion centers and oncology clinics, visitors or caregivers are allowed and will be facilitated by clinic leadership to ensure safety for all.
COVID-19 vaccination for visitors to Hawaii Pacific Health facilities is not required.
Mask Guidelines
Update Nov. 19, 2024
The Hawaii Department of Health has reported an increase in respiratory syncytial virus (RSV) infections in our communities. We also are seeing a rise in RSV among our hospitalized patients, particularly among our pediatric patients.
RSV can cause severe disease for pediatric patients, immunocompromised patients and older adults.
In response, we are adjusting our safety protocols and will closely monitor this situation until we begin to see a decline in RSV activity among our pediatric patients.
Masking is required for all employees, patients and caregivers/visitors at Kapiolani Medical Center for Women & Children only in the following specified patient-care areas:
- Emergency Department
- Neonatal Intensive Care Unit (NICU)
- Pediatric Intensive Care Unit (PICU)
- Carter/Wilcox units
- Pediatric Ambulatory Unit (PAU)
- Hospital-based clinics (Pediatrics, OB, Multidisciplinary clinic)
Masking continues to be optional for all employees, patients, caregiver and visitors at all other Hawaii Pacific Health facilities.
Exceptions
- In infusion centers and oncology clinics, masking may be required for the safety of this special patient population and the circumstances of that oncology clinic. This will be facilitated and communicated by respective clinic leadership.
- Patients who are identified to have clinical necessity of masking for all encounters (e.g., Protective Precautions). This is determined by the attending physician or consulting infectious disease physician and requires a physician order.
Masking remains required in all HPH areas for the following instances:
- Patients seeking care at our facilities may request that staff wear masks at any time during their care by notifying staff of this request.
- Unit(s) where there is a declared infection-related outbreak.
- For source control of symptomatic patients.
Although our mask policy has been modified, we encourage anyone who wishes to wear a mask to do so.
