Patients & Families

Family and Visitor Information

Welcome to patient- and family-centered care

While your loved one is in our care, please don’t hesitate to ask any staff member if you have questions, requests or comments. Our patients and their families are our Number One priority!

Our Patient Guide includes information that will help you during your stay, and is a great resource for patients and families. Click on the image below to read the guide: 

Visiting hours and guidelines

Lake Health offers flexible visiting hours, based on your needs and requests. On most units, we permit 24-hour visitation if the patient allows it. This includes the Intensive Care Units, Step-down Unit, Medical/Surgical Telemetry Units, Medical/Surgical Units, and Maternal Child Health Units. However, our first priority is providing an environment that promotes our patients’ healing, comfort, rest, privacy and quiet.

To allow patients to attend required group therapy sessions, the Center for Geriatric Psychiatry has structured visiting hours: 1 pm to 3 pm, and 6 pm to 8 pm. 

Special requests

Family members or friends with special requests about visiting hours should speak with their loved one’s nurse, who will do her best to accommodate the request.

At times, we might have to limit the number of visitors in a room or ask visitors to step out of the room. We do this to perform procedures or ensure the health and comfort of the patient or patient’s roommate.

Visiting after hours

To ensure the safety of patients, staff and visitors, we lock the main doors of the hospitals between 8 pm and 5:30 am. During these hours, visitors can enter through the Emergency Department. They will need to check in with the Security Officer and/or Registration Clerk in the Emergency Department, who will call the appropriate floor and ask whether the patient is receiving guests. If the patient agrees, the visitor will sign in on the visitors’ log and present a picture ID. We will then issue a temporary visitor ID card. If necessary, we’ll escort visitors to make sure they don’t get lost.


Visitors are welcome to grab a bite to eat in the cafeterias at West Medical Center and TriPoint Medical Center. Vending machines are available 24 hours a day, and prepared food is served during the following times:

  • 6:30 am to 10:30 am (continental breakfast on weekends)
  • 11 am to 1:30 pm
  • 4:30 pm to 6:30 pm (Grill, Deli Sandwiches, Pizza, Salad Bar, Soup, Grab-and-Go items)

Visitors can also order guest meals for a small fee, which they can enjoy with their loved ones in their rooms. Visitors can order in-room meals through our Patient Room Service Program by dialing ext. 36336.

Cell Phones

Patients, families and visitors may use their cell phones anywhere in the building except near patients who are on monitoring devices.


For your convenience, wireless internet access is available throughout West Medical Center and TriPoint Medical Center.


We provide free parking for patients and visitors at all Lake Health facilities. At West Medical Center, valet parking is available for a small fee Monday through Friday from 6:45 am to 8 pm.

Flowers, balloons and gifts for patients

We welcome flower deliveries to all patients, except those in the Intensive Care Unit (ICU), where live flowers are not permitted. If live flowers are delivered to a patient in the ICU, they will be returned to the florist until the patient is able to receive them. Patients in the ICU may receive artificial flowers. Visitors should check with the patient’s caregiver before bringing gifts of food or beverages. In the ICU, please check with the caregiver regarding any gifts for patients.

Because of the increase in latex allergies in patients, physicians and health care workers, Lake Health does not accept delivery of latex balloons. Mylar balloons are accepted.

Gift shops

Gift shops are located on the first floor of both West Medical Center and TriPoint Medical Center. They are open from 9 am - 7 pm Monday through Friday, with varying hours on weekends. The gift shops have a variety of unique gifts for all ages and tastes, as well as candy, greeting cards, flowers, baby items and personal care items. 

Family Chapel

The Brunner Sanden Deitrick Family Chapel, located on the ground floor of TriPoint Medical Center, offers a quiet, peaceful space for family members and visitors. We invite people of all faiths to visit the chapel for prayer and quiet reflection. There is also a chapel on the first floor of West Medical Center.

Service animals

In public areas of all Lake Health facilities, we welcome guide dogs, signal dogs and other animals trained to perform tasks for a person with a disability. Patients who are admitted cannot bring animals into certain areas, such as the operating room, ICU, and labor and delivery. If you have questions, call 440-375-8100 or 440-953-9600 and ask to speak with the nursing supervisor. Patients or visitors with service animals assume responsibility for the care, feeding, and sanitary needs of their animal.

Patient discharge time

Most patients will be discharged by 11 am, although tests or test results could extend their stay. Patients being discharged will need a family member or friend to drive them home. If you are picking up a discharged patient and you cannot arrive when your loved one is being discharged, the patient can wait in our discharge lounge.