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 July 5, 2024
We are observing a steady decline in common respiratory virus infections (including COVID-19) in hospitalized patients, our pediatric population, among staff and across the state. In response, effective immediately, we are readjusting our masking policy as follows:
- Masking is optional for all employees, patients, caregivers and visitors at Hawaii Pacific Health facilities, including the pediatric units at Kapiolani Medical Center for Women & Children.
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.
- Patients who are identified to have a 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.
- 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.
- For patients on isolation (transmission-based precautions), standard precautions and for aerosol-generating procedures.
- Procedures/areas that require a sterile environment.
- Unit(s) where there is a declared infection-related outbreak.
- For source control of symptomatic patients.
Anyone who wishes to wear a mask is encouraged to do so.
We will continue to monitor local and national health condition trends that may warrant future adjustments to our mask policy as needed.
