As part of our focus on patient and family-centered care, we have taken the word “visitor” out of our vocabulary and replaced it with “families and guests.”

Under our “Family Presence Policy,” we encourage patients to identify their partners in care upon admission and will help them in doing so. It also puts patients in control by allowing them to decide when their families and guests may be present. Taking the safety of patients and staff into consideration, we also have set in place a secure and easy-to-follow process for identifying after-hours guests.

With the help of our care advisory team, comprised of previous patients and family members, several opportunities have been identified that now make it easier for families to have access to the hospital after hours and to their loved ones around the clock.

Effective January 5, 2022 for the entire UofL Health system until further notice

Visitors are allowed to visit those in the hospital during open visitation, except during posted quiet times. Children supervised by an adult are welcome and not restricted by age.

Please arrive wearing a mask. You must not have a fever, cough, shortness of breath, runny nose, body aches or respiratory symptoms when visiting.

All visitors should wash their hands with soap and water for 20 seconds when entering and leaving patient rooms and the facility in general. Any visitor must stay in the patient’s room the entire time of the visit or move to the designated family room or waiting rooms.

If visitors do not want to wear a mask, they will not be allowed to enter the facility. Masks can be provided to visitors if one is required during an urgent or emergent visit. Learn more about our visitor policy.

Family Presence Policy

  • During admission, patients are asked to define their family and other partners in care and how they will be involved in care and decision-making. The hospital honors patients’ choices in their selection.
  • Partners in care receive a blue wristband identifying them as key people in their loved one’s care. As such, they are given flexibility throughout hospitalization to stay overnight without any additional steps needed.
  • During a hospital stay or an emergency room visit, families and other partners in care are encouraged to be present and participate in care, care planning and decision-making, according to patient-identified preferences.
  • This policy covers adult inpatient units at UofL Hospital, with the exclusion of the UofL Health - Brown Cancer Center and behavioral health.


  • Guests: Anyone whom the patient determines has significance to their well-being and whose presence would enhance their hospitalization.
  • Partners in care: Those individuals the patient deems as integral in the process of caring and recovery from illness (Note: Partners in care may not be authorized by law to sign medical consent for procedures – see Informed Consent Policy 600-140).
  • Family: Persons identified by the patient as “a group of individuals with a continuing legal, genetic and/or emotional relationship” (American Academy of Family Physicians, 2009).


  1. Families and other partners in care are welcome 24 hours a day, according to patient preference.
  2. At the beginning of the hospital stay, patients are asked to define family and partners in care. This information is then documented in the patient’s record.
  3. The number of people welcomed at the bedside at any one time will be determined in collaboration with caregivers, patients and families without compromising the safe delivery of care.
  4. Children supervised by an adult are welcomed and are expected to remain with the supervising adult. Children’s behavior is monitored by the responsible adult and the nursing staff to ensure a safe and restful environment for the patient(s).
  5. All partners in care and any guest of the patient must adhere to the hospital’s infection control policies, which include the absence of any communicable disease, avoiding food storage in patient rooms or waiting room and adherence to isolation policies.
  6. Guests may be restricted to reduce any risks to the patient, including disruptive behavior and unsafe practices.

Securing the hospital at night

  • At 9 p.m. each evening, an overhead announcement is made stating that we will be “securing the hospital for the evening.”
  • Anyone other than an identified partner in care who plans on staying the night with a patient will need to go to the unit nurses’ station for an overnight badge.
  • At 9:30 p.m., the main lobby doors are secured. All late-night guests will need to enter through the pedway, where security is located, or through the emergency department.

Information for patients and visitors

At UofL Hospital, our goal is to provide you the highest quality medical care available, delivered by a compassionate, knowledgeable staff — and to ensure that your experience with us is as worry-free as possible too.

Our friendly guest information staff is available to locate patients’ rooms for family and guests, escort patients to areas for outpatient tests and answer your questions related to the hospital or assist with hotel, dining and transportation questions.

All of our services are designed with the goal of providing you and your loved ones with what you need to make your UofL Hospital experience a great one.

Our lobby staff members are here to serve you Monday through Friday from 6 a.m. to 7 p.m.

If you would like to access your medical records, please call 502-562-3062. You may download and print our Release of Information Form to take with you when you pick up your records.

Release of Information Forms:

At UofL Hospital, spiritual support is available to patients and their families 24 hours a day. The Chaplaincy is an interfaith department that provides spiritual care for patients, families and staff of all faiths and for those with no specific religious affiliation. If you are part of a faith community, chaplains do not take the place of your own clergy. They provide additional spiritual support and resources while you are in the hospital.

As the region’s only Level 1 trauma center, our patients, and consequently their families, tend to face more serious medical issues. Trauma happens suddenly and does not discriminate. We recognize that in times of sudden crisis, our patients and their families will need emotional and spiritual support while highly skilled physicians tend to their medical needs. UofL Hospital chaplains are on-call 24 hours a day to assist families in their time of need.

As an academic medical center, UofL Hospital and UofL Health - Brown Cancer Center practice a multidisciplinary approach to medicine. Our chaplains are an important part of our multidisciplinary teams, working closely with nurses, physicians and social workers to make sure patient and family needs are met.

Our chaplaincy staff is board-certified and provides care with a commitment to an interfaith approach.

Contact a chaplain at 502-562-4114.

The following are examples of when you may want to call a chaplain:

  • Anxious about your condition
  • Anticipating surgery
  • Receive bad news
  • Face difficult decisions
  • Have a spiritual question
  • Want someone to pray with you
  • Want to receive a sacrament
  • Struggling with the meaning of your illness
  • Grieving over a loss
  • Having trouble sorting out your feelings
  • Lonely

The role of a chaplain

  • Provide spiritual support
  • Provide grief counseling
  • Build on the resources of your faith
  • Give a listening ear
  • Offer a prayer
  • Provide or arrange for sacraments and spiritual rituals
  • Assess and respond to spiritual and emotional distress
  • Contact your own clergy person at your request

When faced with times of illness, crisis or stress, people often draw closer to their spiritual side. A chaplain has a sacred opportunity to minister to people during these times.

With this responsibility, we endeavor to:

  • Respect the dignity and privacy of the patient, family and staff.
  • Be caring listeners who have been trained to help with the special needs of a hospital patient, family member or staff.
  • Work with the healthcare team so that the spiritual needs, as well as medical needs, are addressed.


The hospital chapel is located on the second floor and is open 24 hours a day for meditation, prayer or quiet reflection.

Prayer requests

If you would like to submit a prayer request to the chaplaincy staff, you may enter a prayer on the cards provided in the chapel.

Patio Cafe

Patio Cafe is operated by Sodexo USA. Sodexo is the worldwide leader in Quality of Life Services. Patio Cafe is open seven days a week and is located in the basement of the Ambulatory Care Building.

Hours are:

  • Breakfast: 6:30 a.m. - 10 a.m.
  • Lunch: 11 a.m. - 2 p.m.
  • Dinner: 4 p.m. - 6 p.m.

Panera To Go

Panera To Go is located in the lobby of the UofL Physicians Outpatient Center, 401 E. Chestnut St. It is also available for delivery and rapid pick up.


UofL Hospital proudly serves Starbucks. The café serves coffee, tea, specialty drinks and has a selection of bakery items.

It’s open Monday-Friday from 6:30 a.m.-2:30 p.m. The café is just inside the main lobby of UofL Hospital.

For ready cash, there is a Republic Bank ATM machine in the hospital lobby near the gift shop.

A Meta Bank ATM is located in the basement of the Ambulatory Care Building, near the cafeteria and main elevators.

Patient rooms can be called directly by dialing 502-562-4(XYZ) where XYZ is the three-digit room number.

Stay connected during your visit to UofL Hospital. Free wireless internet service is available to our patients, families and guests. To obtain access to UofL Hospital’s public Wi-Fi, please request the password from a member of our hospital staff.

Telephonic interpretation services are now available for patients calling UofL Hospital!

The Direct Response program provided by LanguageLine allows Limited English Proficient (LEP) patients to make phone calls to UofL Hospital with a qualified medical interpreter on the line. Each language has a corresponding 800 number that will connect LEP callers to an interpreter and then to the hospital operator, allowing LEP patients to speak directly with providers over the phone.

Contact the Language Services Department for a Direct Response card set so that your clinic staff may hand out appointment cards designed for speakers of each language.

See how it works


UofL Hospital Language Services Department

The UofL Hospital gift shop is located in the main lobby of the hospital and offers a variety of gifts, personal care items and snacks for you or your loved one.

The gift shop can be reached at 502-333-6986, and the hours are:

Monday - Friday, 9 a.m. - 8 p.m.
Saturday - Sunday, 10 a.m. - 7 p.m.

In addition, online ordering is available.

If you need assistance with an order after hours order, you can call 877-887-3200.

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