An Eastern Ontario hospital official said she regrets emergency staff on site did not come to the aid of an elderly patient suffering from a heart attack in a van parked right outside.

On Saturday the family of Norma Brown, 91, rushed her to Winchester District Memorial Hospital in Winchester, Ont., some 50 kilometres south of Ottawa.

Brown had suffered a heart attack, and her daughter said she tried to get hospital staff to come to the back of their van — just a few feet from the doors — and bring her into the ER. Margaret Brown said staff told her and her husband to call 911 to help get her mother out of their car. (CBC)

Margaret Brown said staff instead told her to call 911. An ambulance did arrive, with paramedics taking Norma Brown into the hospital, where she is now recovering.

Margaret Brown said while staff wanted to help, they told her they were simply adhering to a directive not to assist patients outside the hospital walls. Brown said at least half a dozen staff, including a doctor, told her about the rule.

Lynn Hall, vice president of clinical services at the hospital, insists there is no such policy.

No written policy on leaving hospital

"We don't have a written policy to say do not go out to help," said Hall.

Hall stopped short of an apology but said the hospital regrets what happened and wants to make sure it never happens again.

"It is our philosophy at Winchester to help anyone who comes to see us. I regret it has happened. Again, we are looking at the situation. We have amazing staff here at Winchester," she said.

The Ontario Health Ministry said it is up to hospitals to set their own policies, but said the actions of the ER staff did not violate any provincial regulations.

It's not the only incident of its kind. Last October Doreen Wallace broke her leg while inside the Greater Niagara General Hospital and was told to phone for an ambulance. A hospital surgeon treated her before the ambulance arrived. That incident prompted an apology and a review of hospital policy.

Margaret Brown said she has had nothing but good things to say about staff since the incident, but thinks the hospital could do a better job communicating its rules.

"I don't know the politics behind everything. I just hope that I have brought it to the forefront enough to help...staff so they are comfortable doing what they want to do," she said.