Planning Your Stay

Planning Your Stay

You may have to stay in the hospital for many different reasons, including needing to get a procedure done or requiring medical treatment for an injury, illness or other condition. Whatever reason you’re staying in hospital, we want you to have the best possible patient experience.

Here is some information that can help guide and support your patient stay.

Arriving at the Hospital

Patient Registration

If you have a scheduled appointment, please expect to receive a phone call from our Registration staff who will (1) confirm your information and (2) help with any assistance you may need in signing up for MyChart. This preparation will ensure an efficient appointment check-in on the day of your visit.

Our new Patient Registration kiosks make checking in for your scheduled appointments fast and easy. When you arrive, please head straight to the kiosks after completing health screening at our entrances. Need help? Ask our friendly Registration staff who are there to assist.

Call Ahead for Volunteer Assistance (CAVA)

Our Call Ahead for Volunteer Assistance (CAVA) is for anyone planning to visit SHN, but specifically geared towards those living with accessibility challenges. It provides a 24-hour answering service, which patients or loved ones can call the day before their scheduled appointment to “reserve” a volunteer who will meet them at their most convenient entrance. Patients are welcome, and encouraged, to contact the CAVA program at 416-438-2911 ext. 6846 or CAVA@shn.ca to reserve their volunteer.

Information Desks

When you arrive at SHN, there are Information Desks located at the entrances at each hospital. The desks are staffed by volunteers who can answer your questions and help you find your way.

Interpretation Services

SHN is committed to providing the best health care for our patients, which includes quality patient and family centred care and improved health outcomes.  Removing barriers to communication is one of the ways in which we can achieve these goals and offer our patients dignity in speaking for themselves. Understanding their concerns, symptoms, and fears is essential to ensuring their safety and privacy.

Ask for an interpreter if:

  • English is not your first language
  • You are deaf, deafened or hard of hearing

Full-time interpreters for Tamil and for Mandarin and Cantonese are available to assist with communication between hospital staff, physicians and patients. The hospital also has telephone interpretation available 24/7 in more than 200 languages. The phones are located in all clinical areas, including patient registration.

If you require interpretation services, please inform the unit or clinic before arriving for your appointment or let your healthcare provider know when you get to the hospital.

Patient Demographic Data Collection

We ask because we care

In order to address access barriers and health disparities to improve health equity, it is important for us to know who we serve, what their needs are, and how we can improve. The Patient Demographic Data collection will help us understand and plan care we deliver for our patients.

What to Bring with You

What Do I Bring?

  • Ontario Health Card
  • Social Insurance Card or number
  • Other health insurance card(s)
  • A valid credit card (Visa, American Express, or MasterCard) or debit card
  • Proof of insurance coverage for semi or private accommodation
  • Personal toiletry items (no scented products please)
  • Night clothes, bathrobe and slippers (non-skid soles)
  • Cell phone, tablet or laptop
  • Children may wish to bring a favorite toy or game
  • A small amount of cash for parking, newspapers, magazines, etc.

What Should I Leave At Home?

  • Irreplaceable papers or documents
  • Valuable/sentimental jewelry and clothing
  • Unnecessary amount of cash
  • Alcoholic beverages, tobacco products
  • Any electrical plug-in appliances (e.g. TV, VCR, hairdryer)

Valuables

Please leave all valuables at home. Besides your telephone and/or TV fee, please do not bring more than $10 for personal use. All jewelry will be removed during your stay, so it is best to leave it at home.

Please note that SHN is committed to the timely admission of all patients to the first available bed. This means that you may be admitted to a room with a male or female patient.

Patient and Family Participation

At Scarborough Health Network, we believe that patients and their families should be as involved as possible in your care and treatment. This will help you and your health care team work together to make the best decisions possible about your health and well-being.

Fees and Health Care Coverage

Ontario Residents

  • Ontario residents with valid Ontario Hospital Insurance Plan (OHIP) coverage are not charged for standard hospital services, including unit rooms
  • Private or semi-private rooms, ambulance services, uninsured procedures, TV and telephone rentals, crutches/canes/casts, and other supplemental services are available at an additional cost
  • If your procedure is not covered by OHIP, you must pay in advance
  • If you do not have OHIP coverage, you may be required to pay a deposit to the hospital at the time of admission
  • The balance of your account will be due upon discharge from the hospital
  • The hospital does not bill insurance companies

Other Canadian Residents

  • All Canadian residents insured in their province are covered for standard services in Ontario. You must provide a valid copy of your health card from your home province
  • Ambulance services are not covered for residents outside Ontario, and cost $240
  • Non-residents, visitors and Canadian residents who do not have provincial health care coverage must pay for all charges incurred (including tests and other procedures)

For a detailed overview on hospital fees, charges, and health care coverage, visit our Hospital Fees page.

Patient Rooms

SHN offers three types of rooms for patients who are admitted:

  1. Ward: Four patients to a room
  2. Semi-private: Two patients to a room
  3. Private: One patient to a room

OHIP covers the standard ward rate, but not the additional cost of private or semi-private rooms. If you want a private or semi-private room, you will pay the difference between the standard ward rate and the accommodation you choose.

Sometimes the private or semi-private rooms are all occupied. If you ask for one and it’s not available, you will be booked into whatever is available. Then, if the type of room you prefer becomes available later, we’ll arrange for you to be transferred.

Meals

Nutritionally balanced meals are provided to patients three times daily. If you have any nutritional concerns or special dietary needs, please ask for a visit from a dietitian.

Wifi

Whenever possible, we encourage family members to conduct visits with patients virtually using mobile devices and the free WiFi available at the hospital. Please speak with the health care team for support with these virtual visits, and borrowing a mobile device for patients who do not have their own phone or tablet.

TV Rental

TV rental service at the hospital is provided by HealthHub Patient Engagement Solutions. A portion of the revenue from rental services are returned to SHN – and reinvested in caring for you!

TV service includes access to the regular television channels and entertainment, as well as up-to-date hospital information on Channel 10, The Patient Channel, and Channel 29, The Parent Channel.

There is a flat rate fee for the activation and use of the telephone during your stay. Learn more about renting a TV/Phone during your stay, or turn the TV on in the patient room and follow the directions.

Amenities

Restaurants

Birchmount

Tim Hortons, Main floor
Monday to Friday, 6 a.m. to 9 p.m.
Weekends and holidays, 6:30 a.m. to 8 p.m.

Centenary

La Prep, S’barro, Subway, Tim Hortons, Villa Medina
The Court, Second floor
Tim Hortons open 24 hours; hours vary for other restaurants

General

Cafeteria
Tower Wing, Ground floor
Monday to Friday, 7 a.m. to 3 p.m.
Closed weekends and holidays

Tim Hortons, Medical Mall, Ground floor
Monday to Friday, 6 a.m. to 9 p.m.
Weekends and holidays, 6:30 a.m. to 8 p.m.

Gift Shops

Our Gift Shops are run by volunteers and provide a range of cards, gifts, flowers, and other items you can purchase for yourself or your loved one staying at the hospital.

Gift Shop hours at each of our hospitals are: Monday to Friday, 9:30 a.m. to 8 p.m.  |  Saturday and Sunday, Noon to 8 p.m.

Birchmount, Main floor

Centenary, The Court, 2nd floor

General, Medical Mall, Ground floor

Worship Centres

Worship Centres are open 24/7 for use by patients, families, and staff members. The Worship Centres also offer weekly multifaith and ecumenical Christian services.

Birchmount, Main floor beside the cafeteria

Centenary, 2nd floor near the Emergency Department

General, Medical Mall, Ground floor, West Wing

Pharmacies

Birchmount

Drug Store, Main floor
416-495-2899
Monday to Friday, 9:30 a.m. to 5:30 p.m.
Saturday, 10 a.m. to 2 p.m.
Closed Sundays

Centenary

Shoppers Drug Mart, The Court, 2nd floor
416-724-6055
Monday to Friday, 9 a.m. to 9 p.m.
Saturday and Sunday, 10 a.m. to 9 p.m.

General

Rexall, Medical Mall
416-438-6668
Monday to Friday, 9 a.m. to 9 p.m.
Saturday and Sunday, 9 a.m. to 3 p.m.