General Information

Health Card

Your Ontario Health Card is a very important piece of your personal information that should be carried with you at all times.

The Ministry of Health and Long Term Care (MOHLTC) states that health care providers, such as hospitals, will not be reimbursed for certain non-emergency procedures if the patient is not able to provide a valid Health Card number. As such, patients who provide an invalid Health Card (MOHLTC) or who are not able to produce one at the time of their visit will be charged by Southlake Regional Health Centre for services that the MOHLTC will not cover. However, patients who forget to bring their Health Card will have 24 hours to contact the Hospital with their valid Health Card number before charges will be applied.

All Canadian Residents

The MOHLTC and the Canada Health Act dictate that any individual who receives medical care but cannot show proof of valid Ontario health insurance can be personally billed for both hospital and physician services provided.

If you present your valid Health Card number to Financial Services of the Hospital within 24 hours of your visit, you will not be billed for non-physician services.

However, physicians bill separately for their services and may request immediate payment at the time of your visit. If this is the case, you will be given a receipt and may use it to receive reimbursement from the provincial Health Insurance Program.

If you need more information on acquiring an Ontario Health Card, or if you have any questions, please contact Financial Services at extension 6870.

Billing for Services Not Covered by OHIP

For your convenience, we have begun offering credit card payment as a new, more convenient way for patients to pay for uninsured services or items (e.g., crutches, splints, etc) that are incurred in the Emergency Department. This new option offers patients the benefit of settling their account immediately with a copy of the transaction to take home for their records. For patients in all other areas of the Hospital, payment for uninsured services and personal accounts is due upon discharge and may be settled at the cashier's counter located on the main level of the East Building. A cashier is available Monday, Tuesday, Thursday and Friday from 8:00 a.m. to 4:30 p.m. and on Wednesday from 9:00 a.m. to 4:00 p.m. An after-hour depository is also available next to the Cashier's Counter.

Who will be asked to provide credit card information in the Emergency Department?

• Patients who arrive in the Emergency Department by ambulance
• Patients presenting with injuries to legs, arms, knees or shoulders
• Canadian residents without a valid Provincial Health Card Number
• Non-Canadian residents (e.g. someone visiting from the US)
• Paediatric patients with breathing problems
• Patients being admitted to the Hospital who have requested preferred accommodations

What are uninsured services and items?

These are services and/or items that are not covered by OHIP. They 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.

What if a patient does not have their credit card with them?

Access to quality care will remain equal for all of our patients and will at no time be compromised for those who are unable to provide credit card information. If a patient does not have a credit card with them, they can call Southlake's Financial Services department at (905) 895-4521, ext. 6870 and provide their credit card number and expiry date to the cashier. If patients do not provide credit card information or do not have a credit card, a bill will be sent to them in the mail.

Payment can be made in person with the Hospital's cashier, or sent to the Hospital in the mail. Cash, cheque and debit card transactions are accepted.

If you require more information or have a billing inquiry, please contact Financial Services at (905) 895-4521, ext. 6870.

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Admission

Please Bring:

• Your Ontario Health Card and all relevant private insurance information which covers semi-private or private accommodation. If you sign for an upgrade from ward accommodation to either semi-private or private and you do not have extended health insurance you will be financially responsible for any charges incurred.
• An up to date list of all medications and dosages you take on a regular basis. If you bring the medications with you to show staff, please ensure they are taken home, or sent home as soon as the nurse of physician has made a record of them. The Hospital can not be responsible for storing your medications.
• A bathrobe, non-slip footwear and comfortable lounge or sleep wear
• Toothbrush/toothpaste/shampoo/body lotion/shaving supplies, etc.
• Comb and brush
• Facial tissues and feminine sanitary products
• Small note pad, pen or pencil
• $20 - $25 in cash (which will cover several days of patient telephone activation or approximately one day of patient telephone and television service combined. This fee will be collected by Hospitality Network representatives.
• Child - favourite toy or blanket, diapers (if required)
• Newborn - diapers, sleepers and appropriate clothing for discharge
• Custom designed aids such as walkers and wheelchairs

If you forget any of the above items, most are available for purchase from the Hospital's Gift Shop or Bridal Trail Pharmacy both located on level 1 of the East Building. For hours of operation please click here.

Do Not Bring:

• Valuables such as jewelry, large sums of money or credit cards. Leave these at home, or with a family member or friend. If your admission is unexpected please send any valuables home with your family/friend or if you are alone ask your nurse to place it in safekeeping until you can arrange for someone to take it home for you.
• Cellular phones
• Alcoholic beverages
• Electric devices/appliances

Although the Hospital has many security features in place, please do not leave cash or any valuable articles at your bedside. The Hospital can not be responsible for personal belongings and cash that may go missing from your bedside.

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Patient Discharge Services

As a publicly funded hospital, the role of Southlake Regional Health Centre is to provide the highest level of care to patients during severe or acute episodes of sickness, disease, or injury. Once a patient moves past the acute phase of his/her illness, they are ready to be discharged home with or without assistance or to a bed in a healthcare facility that offers non-acute care (e.g., discharged home with scheduled visits from a healthcare provider, discharged to a rehabilitation hospital or long-term care facility, etc).

The following information and services are available to assist discharged patients in leaving the Hospital as soon as possible:

• Discharge Lounge
  The majority of patient discharges occur in the morning. Should a family member or friend be unavailable to drive you home until later in the day, you may be transferred to Southlake’s Discharge Lounge to wait until he/she is available to pick you up and drive you home.
  
  The Discharge Lounge is located within the Ambulatory Clinics department on Level 1 of the East Building. It is open Monday to Friday from 9:00 a.m. to 6 p.m.
  
  The Discharge Lounge is staffed by nurses who provide care and information to patients waiting for a ride home. The Lounge offers comfortable chairs that fully recline, reading materials, a television, and light refreshments. 
  
  To contact the Discharge Lounge, please call 905-895-4521, ext. 2082
  
  
• CHATS: Home at Last Program
  This seven-day-a-week service offers free, escorted transportation back home, as well as settling-in assistance from a professional Personal Support Worker, making a smooth transition from hospital to home following surgery, in-patient stays, and emergency department visits. For discharged patients over age 55 or with special needs.
  
  The Home at Last Program is provided by Community Home Assistance To Seniors (CHATS) and is funded by the Central Local Health Integrated Network.
  
  For more information on how to arrange for this service, please click here or call 1-866-291-1503.
  
  
• Discharge Instructions
  As a discharged patient, you will be given specific instructions to follow once you leave the Hospital. You may also be given prescriptions for medication and a follow-up appointment time with your doctor and/or other healthcare professionals. If you have not received any follow-up instructions or do not understand them please ask your nurse before you leave.
  
  Before leaving the Hospital, please go to the cashier's counter located on level one of the East Building to settle any outstanding charges. Patients going home on weekends will receive their bill in the mail if any charges are outstanding.
  
  Patients on the Birthing or Maternity Unit may settle their account with the unit clerk either by credit card or debit.
  
  
• Responsibility of Patient and Family
  In order that the discharge process proceeds as smoothly as possible, it would be appreciated if you and/or your family would:
  • Provide necessary clothing to be worn at time of discharge.
  • Pack, remove, and transport all personal belongings.
  • Fill prescriptions for medications prior to or immediately following discharge. For your convenience, a Pharmacy is located in the lobby of the East Building and on Level 1 of the Medical Arts Building.
  • Be available during the day (morning preferred) to take the patient home.
  • Make arrangements for the necessary equipment or modifications to be delivered/completed at home, as instructed by the healthcare team.
  • Be available to receive necessary instruction for you or your family member's care prior to discharge.
  • Inform the patient care unit of any unforeseen circumstances which may delay discharge.
  • In the case of an infant, or small child, have a certified car seat available at time of discharge.
    
    
• Discharge Policy: Long-Term Facility
  Hospitals are accountable to operate as efficiency as possible to meet the needs of the populations they are designated to serve. Ensuring that patients are discharged as soon as they no longer require an acute care bed is part of this process.
  
  It is the policy of Southlake to transfer patients awaiting placement in a long-term care facility to the first available bed, where their care needs can be safely met until a bed becomes available in their chosen facility.
  
  To assist patients and families during this difficult and stressful time, Southlake’s discharge planners and the Central Community Care Access Centre (CCAC)  case workers work closely with patients and families to help them fill out application forms, offer advice, answer questions, and to provide support.

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Surveys

As a community hospital we want to know and better understand your healthcare needs. Southlake Regional Health Centre has a system where every 6 weeks randomly selected patients are contacted to complete a confidential questionnaire about their hospital experience. Your honest opinion about your care is very important to us so we ask that you complete the survey and return it. In some cases the same a patient may receive two surveys as a result of two recent hospital visits. If you have any questions about the survey a contact phone number is provided.

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Compliments / Concerns / Patient Relations

Southlake Regional Health Centre is always working to provide the highest level of care to our patients to achieve the best outcome possible. In order for that to occur we encourage you to share your experiences and feedback, whether positive or constructive, with us. Awareness of dissatisfactions and successes assist the health care team in implementing changes that will provide an improved service.

If you are experiencing difficulties while in the hospital, please bring your concerns to your nurse’s attention. If you find that your concerns are not addressed adequately please request to speak to the manager of the unit on which you are a patient. You also have the option to contact the Patient Relations Representative who will work with you to help resolve your concern.

The Patient Relations Representative is in hospital during regular business hours and can be contacted at extension 2290, by email through the website Feedback form at Feedback or in writing at:

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

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