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A-Z Guide

An A to Z Guide to the St Joseph's Unit for families and visitors

Access to the Hospice Building

Mercy Hospice entranceThe main entrance to the hospice building is located at 61 College Hill, Ponsonby. The gates are open between 9.00am and 8.00pm.

Outside these times you are required to use the intercom at the main gate. Please press ‘reception’ for attention. All people should report to the reception desk on arrival.

Accommodation for Families

We are able to accommodate a limited number of family members overnight. Both hotel and motel accommodation are available locally, please ask your nurse for suggestions.


Our Chapel is available as a place for quiet reflection. Located on the ground floor, it is available to people of all beliefs and religions. We have remembrance books if you wish to record your reflections. We also hold a brief candle lighting ceremony in the Chapel every Wednesday at 12 noon which all are welcome to attend.

Drinks Trolley

A drinks trolley offers a selection of non-alcoholic and alcoholic beverages at lunchtime and in the evening. This is replenished through generous donations from families.


Access to email can be arranged. Please ask your nurse. Your family and friends may send email messages to you through this address – – this is are cleared daily.

Emergency Procedures

All staff are trained in the safety procedures to be followed during an emergency, such as a fire. In the unlikely event of an emergency, please stay where you are and await instructions from staff. Do not use the lifts.


We respect the privacy of all our patients. Should friends and relatives call the Hospice, we will provide limited information about your situation. If you do not wish this information to be given, please tell your nurse.

To assist our reception support team and alleviate demand on incoming phone lines, it would be appreciated if nominated family members/support people can take calls at home or via mobile telephones.

Close family/nominated support people may telephone the hospice at any time.


One of our most attractive features is our expansive and well-established gardens, from our park like surrounds to our beautiful therapy garden, which has been designed specifically for patients in beds and wheelchairs. If you would like to visit this therapy garden please talk to your nurse.

Laptops and IT Access

Each room is provided with simple plug-in laptop communications capabilities such as access to the web. Please ask your nurse for assistance.


Please make arrangements for your family or friends to take your personal laundry home while you are in the hospice. You will find a grey laundry bag in your room for this purpose. Bedding, towels, etc., are laundered by us.

Local Amenities for Visitors

The hospice is located a short distance from a range of amenities as well as a number of interesting walks around local heritage streets, and destinations such as Victoria Park and the Viaduct Harbour.

Amenities close by include:

  • New World Supermarket - simply head out the gates, walk down the hill about 500 meters and it is on the right.
  • Lunches and Snacks - across the road you will find a ‘pub lunch’ or snack. There are also a number of cafes and snack bars along College Hill.
  • Ponsonby - turning right out the entrance will take you up the hill to a wide variety of food and fashion shops, including the hospice’s own retail shop at 300 on Ponsonby. There are also banks and the Post Office as well as many cafes and restaurants.


Incoming mail is delivered daily. Outgoing mail is posted each evening. Stamps are available from reception. Letters received after your departure will be forwarded to your home address.

Meal Service and Food

Each day you can select your own meals from our menu. You are also welcome to have foods from home. However, as part of your treatment you may be required to follow a special diet, so please check with your nurse before consuming food or drink brought to you by visitors, to ensure that it meets your treatment needs. Meals are also available for families and can be ordered and paid for at reception.

Patient Meal-times:

Breakfast: 7.45 am to 8.45 am
Lunch: 11.45 am to 12.45 pm
Dinner: 5.00 pm to 6.00 pm


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Please dial 1 for an outside line. For a toll call, please talk to your nurse. Outside calls will be put through to the phone in your room, unless you tell us you do not wish to take calls.


There is some parking on site and in adjacent streets. Your nurse can advise on this. There are disability carparks directly outside the hospice entrance door.


You will find a television in your room with both free-to-air and Sky Channel facilities and local radio stations. Instructions for operation are provided in your drawer.


Please bring your own toiletries and personal effects e.g. pyjamas, dressing gown and slippers.


If you or your visitors require assistance with transport, please talk to your nurse.


Mercy Hospice drivewayFamily and friends are welcome to visit you. Close family are welcome at any time and we are happy to arrange an overnight stay. For anyone else, our visiting hours are 11am to 8pm with a rest period for patients between 1pm and 2pm during which we ask that there be no visiting.

We suggest friends and others liaise with family before visiting. If you would like visiting to be limited, we can assist you. There are kitchen facilities available for visitors to use. These are located on the upstairs floor.

Visitors' responsibilities include

  • Respecting the rights of other patients
  • Respecting hospice property
  • Co-operating with and respecting those providing care
  • Co-operating with the Hospice's 'No Smoking Policy'

Visiting Hours: 11am to 8pm
With a rest period for patients between 1pm and 2pm


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