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Frequently Asked Questions
Do you have parking & how do I pay for parking?
What are your visiting hours and are there any age restrictions for visiting?
What is your discharge time from hospital?
How do I get to your hospital and do you have maps and directions?
How do I contact a patient, by phone, letter, or email?
Who do I contact for a job?
Who do I contact for volunteering?
How do I send flowers, balloons or gifts?
How do I make a donation?
Do you have a cafeteria or restaurant?
Do you have a bank machine?
Do you have a pharmacy?
Who do I contact with a compliment or complaint?
Can my family stay overnight in my room with me?
Is there public transit available?
Are cell phones allowed in the hospital?
Do you have interpreters?
What services and/or items are not covered by OHIP?
Will the hospital respect my Advance Care Directive, Living Will and/or Organ Donation consent?
How do I find a family doctor taking new patients?
Is there wheelchair assistance and can I get a wheelchair at the door?
How do I access my medical record?


Do you have parking & how do I pay for parking?

Southlake offers onsite parking and there is offsite parking close to the Hospital. for more information about parking visit the parking page.


What are your visiting hours and are there any age restrictions for visiting?

Visiting hours are daily from 2:00 p.m. to 8:30 p.m. For more information on visiting patients at the Hospital visit the Visiting Hours page.


What is your discharge time from hospital?

Planning for discharge begins at the time of patient admission. The healthcare team will work with the patient and/or family to determine when the patient is ready to go home. Patients are encouraged to arrange for a family member or friend to pick them up by the discharge time given so that other patients requiring admission to the Hospital can be accommodated. For more information about discharge visit the Discharge Services page.


How do I get to your hospital and do you have maps and directions?

Southlake Regional Health Centre is located at 596 Davis Drive in Newmarket, Ontario. To access a map, detailed directions or other navigational aids, please click here.


How do I contact a patient, by phone, letter, or email?

A special service is offered through the Hospital's website which allows patients to receive written messages from family and friends during their hospital stay. For further information, please click on Contact a Patient.

Written correspondence can also be mailed to the Hospital. It should be addressed as follows

<patient name (and room number)>
c/o Southlake Regional Health Centre
596 Davis Drive,
Newmarket, ON L3Y 2P9.

To reach a patient by telephone, please call 905-895-4521, ext. 2118.


Who do I contact for a job?

The Hospital’s Human Resources Department manages all information relating to staff positions and career opportunities. For detailed information on how to forward a resume click here.

Physicians who are interested in learning more about career opportunities at Southlake, can contact the Hospital’s Medical Staff office at 905-895-4521, ext. 2122 or click here.


Who do I contact to volunteer at the Hospital?

For information on volunteer opportunities or requirements to volunteer at Southlake, please call the Community Resources Department at (905) 895-4521, ext. 2104 or click here.


How do I send flowers, balloons or gifts?

Individuals wishing to send flowers or other gift items to a patient in the Hospital can contact a number of community-based flower and gift shops to make the necessary arrangements.

In addition, individuals can directly purchase items from Southlake’s Gift Shop which offers a wide selection of gift items and flower arrangements. The Gift Shop is located on the level one of the East Building.

Flowers and gift items received at the Hospital will be delivered to the patient care unit by the delivery service or a Hospital volunteer.   However, please note that flowers with strong scents are not permitted in the Hospital. Arrangements that include freesia, lilacs, lavenders, lilies, hyacinth, narcissus, chrysanthemum, helianthus and/or peonies as well as poinsettias are not be allowed in the Hospital and will be removed immediately.

For the protection of patients, staff and visitors who may have a latex sensitivity/allergy, Southlake does not permit latex products being brought into the Hospital. Latex balloons also create a safety risk to children should a piece accidentally be inhaled. Foil balloons are acceptable.


How do I make a donation?

There are numerous ways for supporters to make a donation to the Hospital’s Foundation, including making a safe and secure online donation. For additional information, please contact the Southlake Regional Health Centre Foundation at 905-836-7333 or click here.


Do you have a cafeteria or restaurant?

Southlake offers a variety places to purchase food items.  Visit the Places to Eat at Southlake page for more information. 


Do you have a bank machine?

For the convenience of visitors, automated bank machines are located close to the East Main entrance, near the Hospital's Aquene Cafe, and on Level 1 of the Medical Arts Building.


Do you have a pharmacy?

For the convenience of our patients, visitors, and staff, Centric Health Pharmacy is located at the Main Entrance to the Hospital’s East Building and on Level 1 of the Medical Arts building.   Hours of operation are:
 
Medical Arts Building, Level 1
Monday - Thursday:  9:00 a.m.  - 6:00 p.m.
Friday:  9:00 a.m. - 5:00 p.m.
 
East Building, Level 1
Monday - Friday:  8:00 a.m. - 7:00 p.m.
Saturday:  10:00 a.m. - 2:00 p.m.


Who do I contact with a compliment or complaint?

Written or verbal feedback is strongly encouraged at Southlake, as it allows us to better understand the unique needs of the people we serve and to improve our processes. Should you wish to express an opinion, please do not hesitate to speak directly with the manager of your healthcare team or contact Southlake’s Patient Relations Office at:

Patient Relations Office
Southlake Regional Health Centre
596 Davis Drive
Newmarket, ON L3Y 2P9

Telephone: 905-895-4521, ext. 2290


Can my family stay overnight in my room with me?

Every effort will be made to honour requests for one family member or support person to stay overnight with their loved one, provided it is deemed to be in the best interests of the patient. Family members who wish to stay overnight should advise a member of the healthcare team as early in the day as possible. Although every effort will be made to make overnight guests as comfortable as possible, limited space and resources do not allow for home-like accommodations and supports to be offered (e.g., comfortable sleeping arrangements, access to showers, etc.).


Is there public transit available?

York Region Transit/Viva and GO Transit have several bus stops in close proximity to the Hospital. For information about transit options visit the Transit page.

For your convenience, telephones providing a direct link to a local taxi company are located in the lobbies of the East and West Building lobbies.


Are cell phones allowed in the hospital?

The use of cellular phones is limited to posted areas and use of walkie-talkies in the Hospital is strictly prohibited. Walkie-talkies can interfere with the operation of critical medical equipment used for patient care. 

Please Note:  Portable telephones carried by Hospital staff operate on a lower frequency and do not affect the operation of medical equipment.

Do you have interpreters?

Language interpretation services are available in over 100 languages and dialects through the use of a two-way secure video connection to a language interpretation professional.

For further information, please speak with a member of the healthcare team or contact the Telecommunications Department at ext. 2118.


What services and/or items are not covered by OHIP?

Services/items not covered by OHIP include:

  • Ambulance transportation (some exceptions apply)
  • Cast sandals
  • Fiberglass casts
  • Knee immobilizers
  • Soft collars
  • Aerochambers
  • Shoulder immobilizers
  • Air Cast foam walkers
  • Clavicle braces
  • Ankle splints
  • Crutches
  • Preferred accommodations such as private, joined and semi-private rooms

In addition to the uninsured services/items listed, Canadian residents who do not provide a valid Provincial Health Card Number and residents from other countries (e.g., US) will be charged by the Hospital for use of the Emergency facility and by the individual physician for the cost of medical services incurred. Physicians are not employees of Southlake Regional Health Centre and, therefore, bill separately for their services.

For further information on insured services/items and payment options, please visit Amenities for Patients.


Will the hospital respect my Advance Care Directive, Living Will and/or Organ Donation consent?

In preparation for the possibility that you need to have an official Power of Attorney, please ensure they provide a copy of the document, Power of Attorney for Personal Care, to a member of your healthcare team to be included within your medical records. You must ensure that your next of kin, who will be placed in the position of making the final decision about your end of life, including organ donation, will follow your wishes.


How do I find a family doctor taking new patients?

Visit  Doctors Taking Taking New Patients.

Is there wheelchair assistance and can I get a wheelchair at the door?

Every effort is made to maintain a supply of wheelchairs at both entrances to the East and West buildings. Should you arrive and none are available, please approach the Information Desk to request assistance or call ext. 2118.

If you require assistance in transferring in and out of your car or in being transported to your appointment, it is recommended that you ask a family member or friend to accompany you to the Hospital. Once inside the Hospital, you can request escort assistance at the Information Desk or call ext. 2118 from the information desk.


How do I access my medical record?

Patients requiring copies of their medical record must call the Health Information Department Monday to Friday, between 8:00 a.m. and 4:00 p.m. at 905-895-4521, ext. 2635 prior to coming to the Hospital. Staff will ensure that the appropriate documentation is available for your collection.

Southlake Regional Health Centre
596 Davis Drive, Newmarket, Ontario   L3Y 2P9
Tel: 905-895-4521   |   TTY: 905-952-3062
Copyright © 2012 Southlake Regional Health Centre
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