Client Advocacy & Support

Client care is a top priority here at the Hostel. We employ two individuals dedicated to our client’s needs, both at the hospital next door and any issues arising with services provided by our staff at the hostel. During your stay at the hostel, if you wish to talk to either our Client Representative or our Guest Services Representative, please ask a staff member at reception. 

In addition to these two employees, guests at the hostel are encouraged to provide feedback using our comment cards (available at reception and here on our website).  If there are any concerns you have or problems you encounter during your stay at the hostel, please let us know. You can also call our Director of Client Services at 737-6160. 

If you have issues with travel (NIHB) or services provided at the neighbouring hospital, please let us know and we can try to assist you or put you in touch with the appropriate contact. We know it can be stressful when travelling away from home for your medical needs, so we are here to help you on that journey!

Client advocacy and support

The client representative is located at the second level of hostel. The client rep is available from Monday to Friday between the hours of 8:30 a.m. and 4:30 p.m.  The representative makes daily visits to clients staying in the hospital and reports client concerns and provides follow-up with appropriate personnel. They also communicate with physicians and nurses at the hospital if the patient requires translation services.

Guest Services at the Hostel

The Guest Services Representative is located at the main reception area. The representative is available Monday to Friday between the hours of 8:30 a.m. to 4:30 p.m. The Guest Services rep will help clients with information about hostel services and assist guests and escorts to the locations within the hostel and hospital. The representative will act as a primary contact for the guest dealing with inquiries. They can also assist with translation.