Staying here

Arrival

What to bring

To make sure that your stay with us is as comfortable as possible, here are a few of the things we recommend bringing:

Your Ontario Health Card and private health insurance information

Medication or, if not available, a list of all the medications and amounts you are currently taking (including prescription drugs, over-the-counter drugs, vitamins, food supplements and herbal products)

Appropriate, comfortable clothing and non-slip footwear

Toothbrush, toothpaste, unscented shampoo, body lotion, shaving supplies

Comb or brush

Sanitary items

Child’s favourite toy or blanket

Newborn sleepers and car seat

What not to bring
For your safety and the safety of the people around you, we ask that you leave the following items at home:

Electrical and electronic devices such as razors, lamps, radios, portable TVs, portable DVD players, laptops/computers that plug into the wall

Adapters, chargers, electric hair dryers, curling irons

Valuables, including jewellery, credit and debit cards, valuable papers and large amounts of money

We recommend keeping a small amount of money on-hand for such items as newspapers and TV rental.

 
KGH is not responsible for the theft,  loss of or damage to personal property.
 
Medication
We encourage you to bring any medication you’re currently taking (including prescription drugs, over-the-counter drugs, vitamins, food supplements and herbal products) with you and give it to the nurse or physician who admits you.

Always keep your medicine in the bottle it came in. If you can’t bring the medications with you, keep an up-to-date list of everything you take and bring it with you when you come to the hospital or to a medical appointment.

 Be sure to tell a member of your health-care team if you have prescriptions from more than one physician.

 
Admission
One of the first things that will happen once you’re admitted is that you’ll receive an identification bracelet. Your bracelet is one of the ways that we identify you and make sure you’re receiving the proper medications and treatments. Please keep your bracelet on for the duration of your stay with us.
 
Medical record
As soon as you’re admitted, we’ll begin your hospital medical record.  It will be a detailed record of all the care you receive while you’re here. You can see your medical record upon request, however we will keep it confidential.
 
Your room
Nurse call system
Our beds come equipped with a call system which enables you to call for help whenever you need it. Your nurse will show you how to work the system when you arrive in your room. You can also call for help from all washrooms on the patient care floors.
      
Televisions
Every bed at KGH has a personal-sized television mounted at its side. To ensure peace and privacy for you and your roommates, the televisions are designed for individual viewing and must be used with earplugs.
 
When you arrive in your room, you’ll receive a visit from a Hospitality Network official who will ask you if you’d like to subscribe to television service and arrange for payment. Hospitality Network is an independent organization that offers service to our patients.
 
If you’d rather not pay for service, free televisions are available in our patient lounges.
 
Telephones
Every patient receives a bedside telephone free of charge.  For local outgoing calls, dial 9, then 613, then the telephone number. To contact any number within KGH, dial just the four-digit extension. When placing a long distance call, call collect, use a calling card or bill the call to your home number.
 
Hospital amenities
Hair salon
When you want to look your best, we offer full professional unisex hair care services at your bedside or in the KGH Auxiliary Salon. Gift certificates are available.
 
The hair salon is located on Connell 1. Call KGH extension 4235 to make an appointment.
 
Convenience store
If you’re running low on personal items or if you’re in the mood for a treat, our Auxiliary’s Tuck Shop sells hot and cold drinks, pastries, candy, boxed chocolates and chips, as well as personal items such as shampoo, toothbrushes and batteries and reading materials. Dry cleaning services are also available.
 
The convenience store is located on Connell 1 adjacent to the Connell wing elevators. It is open from 7:30 a.m. to 4 p.m., Monday to Friday.
 
Lost and found
If you’re looking for a lost item, contact our Security Department. We take found items to the Security Office on Dietary 1, where we hold them for 60 days. The office is open from 8 a.m. to 4 p.m., Monday to Friday. Call KGH extension 4218.
 
Your rights
Questions
If you have questions about your care, you have a right to have them answered promptly, fully  and honestly. The best place to start is with your nurse, who will either answer your question or direct it to the care team member best able to respond. We encourage you to ask questions, and we’ll do our best to answer them for you or your designate. If you choose to have someone ask questions for you, we’ll do our best to answer them, provided that we have your consent to do so.
 
Research
During your stay here, one of our health-care professionals may ask you to take part in a research study. Because we’re a teaching hospital, our research activities may include studies on all aspects of your care. You have the right to refuse these requests. Participation in research is always voluntary and will never affect the standard of care you receive. We promise to explain the risks and benefits of participation to you to allow you to make an informed decision.
 
Media
To ensure and protect your privacy, KGH has guidelines regarding requests for interviews from the news media. If members of the media want to speak with you, they must first contact the hospital’s Public Affairs unit. A Public Affairs representative will then speak with you to determine whether or not you’re interested. You have the right to refuse to speak with the media.
 
If you agree to speak with the news media, we’ll give you a consent form to sign before you do an interview or have your photo taken. If you’d like to contact the media, please advise Public Affairs at KGH extension 2358, or dial 0 to call the switchboard for assistance.
 
 
 
Your safety
Your safety is our top priority. It’s a responsibility we take seriously. Our staff is 100% committed to delivering care to you in the safest way possible. Our new policies are designed to ensure that we work together to keep you safe at every stage of your stay with us.
 
 Zero tolerance policy
As part of our commitment to your safety, we’ve adopted a zero tolerance policy on aggression, including aggressive behaviour, coarse language and verbal or physical threats. Anyone displaying this type of behaviour could be asked to leave the hospital, and the police will be called if necessary.
 
Security department
To ensure your safety and protection, security staff are on-site 24 hours a day, seven days a week. Like all other KGH staff, you’ll be able to identify them by their photo ID badges. If you have questions or concerns or if you’d like to report an incident, call KGH extension 4218.
 
Fire safety
Because we want to make sure our staff is well prepared in the event of an emergency, we hold fire drills regularly. If you hear “Code Red” and a fire alarm during your stay, please don’t worry. However we recommend that you return to your room if possible. In the event of a fire or fire drill, we ask all patients and visitors and patients not to use the elevators.
 
 
It’s the law
Consent
Some of the tests, procedures and treatments you’ll undergo may require you to provide consent. We may ask you to agree verbally or sign a consent form. You have the right to understand the risks and benefits of those tests, procedures or treatments before you agree to anything. You also have the right to refuse treatment for any reason. If you have questions or would like more information before you agree to something, talk with your physician.
 
Living wills (advance directive)
A living will is a means for you to tell your family, friends and care team about your health-care and treatment decisions and wishes for times when you may not be able to make those decisions for yourself. It can be a written document, video or audio recording or you can simply talk about your wishes with your family, friends and care-team members. Whether you record them or not, your wishes are legally binding. To make sure we comply with your wishes, we’ll ask you about them when you register for admission.
 
Power of Attorney
A Power of Attorney for Personal Care is a legal document in which you can give someone you trust the authority and information to make personal care decisions, including health-care or treatment decisions, if you’re unable to make them yourself. If you don’t have a Power of Attorney document and become unable to make your own treatment decisions, your health-care decisions will be made by a “substitute decision maker”,  a family member who is asked in the following order, as defined in the Health Care Consent Act:
1. Spouse or partner (must be living together in a close relationship for a minimum of one year)
2. Custodial parent or daughter/son 16 years or older
3. Sister or brother
4. Any other relative
 
We’ll ask you whether you have a Power of Attorney for Personal Care document when you register for admission at the hospital.
 
Staff witnesses
Any member of our staff -- including physicians and students – may witness signatures on legal documents and documents that must be notarized. However they’re not obligated to do so.
 
Going home
Discharge planning
We know that leaving the hospital can be a stressful experience. You may have lots of questions. Your care team is there to answer them for you and help you make a smooth transition from hospital to home. While the questions –and the answers—are different for everyone, here are a few of the more common questions that you may want to consider before leaving the hospital:
 
 What treatment have I received?
 Will I have to pick up a prescription before I go home?
 What kind of transportation do I need to get home?
 What type of care you will I need at home? Will I need someone to stay with me?
 What kinds of symptoms should I watch for and who should I call if something doesn’t feel right?
 Will someone be making a plan with me for home care?
 What medication should I take? How should I take it? What about side effects?
 What foods should I eat? What foods shouldn’t I eat?
 When can I go back to normal activities, such as work, school, exercise and driving?
 What follow-up appointments will I need? Who will make them?
 
It’s important that you’re not alone at discharge time. Whenever possible, try to have a family member, friend or caregivers with you.
 
 
 Community Care Access Centre
A Community Care Access Centre (CCAC) case manager may see you in the hospital to assess your needs before you’re discharged. They’ll arrange for services such as nursing, therapy and homemaking. Your CCAC case manager can give you important information about community agencies and services that may help you once you return home. To contact a CCAC case manager, speak with a member of your health-care team.
 
Billing
If there are bills to pay for, such as the cost of a semi-private or private room, try to make sure you settle them before leaving the hospital. You can pay your bills at the cashier’s office in the main lobby or by telephone or mail. We accept cash, cheque, credit and debit cards. To discuss your costs or make payments, please call the Accounts Receivable office at 613-548-2362 between 8:00 a.m. and 4:30 p.m., weekdays.
 
If you live in Ontario:
 
The Ontario Health Insurance Plan usually covers services received while you’re in hospital, such as the cost of a standard ward room (four beds to a room). The following list is not complete but includes some of the costs that OHIP doesn’t cover:
A semi-private or private room (unless needed for isolation)
•Assistive devices such as crutches, fibreglass casts, canes or walkers
•Ambulance services
•Cosmetic surgery
 
If you have a private health insurance plan or if you’d like to pay supplemental fees, you may choose a private or semi-private room. Make sure you know what your private health insurance plan covers.
 
You are responsible for paying any charges not paid by insurance plans or companies before you leave the hospital.
 
If you live in another Canadian province:
Your standard hospital costs will be covered, provided that you present a valid health card from your home province’s health-care plan. You’re also responsible for any services not covered for an Ontario resident.
 
If you live in another country:
You are responsible for all costs of your hospital stay, visits to clinics and the Emergency Department.