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Patient and Visitor Information

 

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Accommodations

The Niagara Health System offers private, semi-private and ward accommodations to our patients.

  • Ward – up to four patients to a room (covered by your provincial health care plan)
  • Semi-private – two patients to a room (additional charge)
  • Private – one patient to a room (additional charge)

Please indicate your room preference when you register with the hospital. Every effort will be made to provide you with the room type that you have requested. Please note, however, that room assignments are based on bed availability and medical necessity of our patients.

Provincial health insurance (OHIP) covers the costs of a ward room only. Some insurance policies cover semi-private or private room charges, or you may wish to pay personally for additional room costs. Unfortunately, the hospital cannot check your insurance coverage, so please verify your insurance coverage in advance with your employer or insurance provider.

If you have any questions on semi-private and private room charges, you may call the Billing Office at 905-378-4647, ext. 32234, or dial 32234 directly from your patient phone.

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Ambulance Service

Please be aware that there is a fee for ambulance services. Patients are responsible for paying $45 per ambulance trip, with OHIP covering the remainder of the fee. Please pay the patient portion at the time of discharge.

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Assisted Transportation

If you require assisted transportation home from the hospital, there are private services available. These are wheelchair accessible, but may also be used for patient transfer by stretcher or for someone who can walk but needs assistance. These transportation services usually require 24-hour advance pickup notice. The patient is responsible for payment of this mode of transportation. The Discharge Planning Department can provide further information.

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Cafeteria

Cafeterias are located at Niagara Falls, St. Catharines and Welland Sites. Varying break time, lunch and dinner services are available.

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Coffee Kiosks/Snack Bars

In addition to cafeterias, most NHS hospitals provide coffee kiosks/snack bars with a variety of snack items and beverages.

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Dentures

Dentures are easily lost if placed in a tissue, paper or on the bedside cabinet. Should you remove your dentures, be sure to ask the nurse for a denture cup.

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Electrical Appliances

For safety reasons, we must restrict the use of privately-owned electrical appliances. If you are bringing items such as hair dryers, curling irons, or electrical shavers, they must be checked and safety certified by our Engineering Department prior to use. Please discuss this with your nurse.

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Fire Alarm

Hospital staff members are trained in fire safety and evacuation procedures. In the event of a fire alarm, stay in your room with the door closed and await their instructions. Please follow their instructions carefully. Do not use the elevators until the ‘All Clear‘ announcement has been made over the Public Address System.

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Gift Shop

Most NHS hospitals have Gift Shops run by hospital Auxiliary members as a main fundraising program. Personal items such as soap, toothpaste and shampoo can be purchased in the Gift Shop. A wide selection of gift items and fresh and silk flower arrangements are also available. Proceeds are donated to NHS hospitals to assist in the purchase of patient-care equipment.

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Handwashing to Prevent the Spread of Germs

Stopping the spread of infection can be as simple as a thorough washing of your hands. It remains the single most effective way to control infections.

Here are some tips on how to wash your hands properly:

  • Use warm running water and soap.
  • Rub hands together briskly for 15 seconds.
  • Rinse hands thoroughly and dry with a clean paper towel.
  • Use paper towel to turn off the tap.
  • Use these tips at home too!

Make sure you wash your hands…

  • Before and after visiting a patient.
  • After coughing or blowing your nose.
  • After using the washroom.
  • Before eating.

Waterless hand wash dispensers can be found throughout the hospital.

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Infection Prevention & Control

Patient safety depends on good Infection Prevention and Control and our clinical and support staff members are dedicated to ensuring the highest standards are met for our patients.

Please go to our Infection Prevention & Control page for more information.

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Information for Family Members

Concern about a family member is natural. We support families and want their help in developing a patient’s treatment plan. It is helpful, where possible, to provide the name and relationship of one individual to serve as the primary contact or spokesperson for your family.

Appointing a spokesperson has several benefits. With fewer people calling for patient updates, it reduces the number of telephone calls to the unit, which makes it easier to get through. It also ensures that all members of the family receive the same information.

The needs of each patient and family are different. The nursing staff is happy to discuss with you the best way to share information with your family.

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Interpreter Services

Interpreter services are available in many languages. Please ask a member of your health care team if assistance is required.

Il servizio de t’aduziore e desponibile in varie lingue. Si prega di domandare ad un impiegato dell’sopedale.

Des services de traduction sont disponibles en plusiers langues. Veuillez vous resèigner aupres d’un mémbre de l’equipe soignante.

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Latex Balloon Ban

Latex balloons may cause an allergic reaction in patients and hospital staff. Please inform your well-wishers that they cannot bring latex balloons into the hospital. Mylar balloons are permitted.

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Lost & Found

Please check to be sure that you have all your personal belongings with you when leaving the hospital.

Should you leave anything behind, immediately contact the patient care unit where you were a patient to advise them.

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Meals

Nutritionally-balanced meals are provided three times daily – breakfast, lunch and dinner. If you have nutritional concerns or special dietary needs, please ask a member of your health care team to arrange for a Dietitian to visit you. The hospital does not provide meals to visitors on the patient unit.

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Medications

YOUR MEDICATIONS MATTER!

To provide the best possible care, your healthcare team needs to know what medications you are taking at home.

This includes prescription and over-the-counter, non-prescription medications (e.g. Tylenol) as well as vitamins, minerals, supplements and natural remedies.

Don’t forget about ear/eye drops, creams/ointments, inhalers, injections, liquids, nose sprays, patches, samples or suppositories.

Remember to:

  • Keep a medication list
  • Keep it up-to-date
  • Bring it with you to every medical appointment

To help you get started complete the “Your Medications Matter” brochure.

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Parking for Patients & Visitors

Onsite parking is available at all sites of the NHS. Signage at each location will direct you to park in the lots designated for patients and visitors.

A gated system is in place at Niagara-on-the-Lake and our three large sites (St. Catharines, Niagara Falls and Welland). Pay and display systems are in use at the Port Colborne and Fort Erie sites. At the St. Catharines Site, we have also added new spaces for parking to better meet the needs of our patients and visitors during peak times.

*When parking in lots with the gated system, there are three options to pay by cash, VISA or MasterCard. The parking system cannot take debit or debit cards.

  • You can use your VISA or MasterCard, swiping upon entry and exit. The same card must be used. No ticket is required.
  • You can take a ticket upon entry into the parking lot. Bring the ticket into the hospital with you – do not leave it in your vehicle. There are kiosk at the entrances, and you can pay by cash, VISA or MasterCard before leaving the building.
  • For those with tickets, you can also use your VISA or MasterCard to pay at the exit gate. You would need to insert your ticket into the machine, followed by your VISA or MasterCard.

*When parking in pay and display lots, please purchase a ticket in the machine and display it on your dashboard.

Parking revenue is directed to the annual operating budget, assisting us in offsetting inflationary pressures while protecting quality of care. Parking is one of the few areas where we are able to generate revenue. Of the total parking revenue, 70 per cent goes directly to patient care, funding our programs, services and equipment at our hospital sites, a very important revenue stream as we work to provide the best care to all. Thirty per cent of this revenue goes towards the management and operation of the parking lots, applicable takes, equipment, maintenance and repairs.

Overall our rates are substantially lower than other hospitals in our Local Health Integration Network (LHIN).

The current rates are as follows:

  • $3.00 per ½ hour
  • $6.00 per 1½ hours
  • $8 for up to 12 hours (no in/out privileges)
  • $16.00 Daily Pass (in/out privileges)
  • $80.00 per month (31 days, to be purchased at the St. Catharines Site)
  • Staff - $25.00 bi-weekly

Multi-day H PASS packages (Niagara Falls, St. Catharines and Welland):

  • $40 for a 5 day H PASS (in/out privileges)
  • $70 for a 10 day H PASS (in/out privileges)
  • $180 for a to 30 day H PASS (in/out privileges)

H PASS features:

  • Unlimited in-and-out privileges over a 24-hour period
  • Transferable between patients, visitors and vehicles
  • Valid for consecutive and non-consecutive days
  • Valid for one calendar year from date of purchase

Multi-day packages can be used in Lots A and B at St. Catharines, Lot B at Niagara Falls and Lot B at Welland. The H PASS Packages can be purchased at the Cashier Offices at Niagara Falls and Welland and the Parking Office at St. Catharines during regular business hours.

For more information, please email our parking office or call 1-888-783-7275.

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Payment of Account

During office hours Monday to Friday (excluding holidays) payment for crutches, canes, splints, ambulances, etc. can be made at time of discharge to the hospital’s Cashier Office at the Greater Niagara General, St. Catharines, and Welland sites. At the Douglas Memorial, Niagara-on-the-Lake and Port Colborne sites, payments can be made at Patient Registration.

On weekends and holidays payments will be accepted at Patient Registration at all hospital sites. 

Alternate Level of Care Co-Payment

If you are in an acute-care unit and your condition changes, indicating that the type of care you now require is longer term due to illness or disabilities, your status will be designated as Alternate Level of Care (ALC). This means that your short-term acute care needs are over and you now have longer-term needs.

In consultation with your health care team, it will be determined whether your longer term needs can be met at home by your family and/or community support, or in a complex continuing care or long term care facility.

The Ministry of Health and Long Term Care recognizes that the day a patient’s condition changes, the necessary resources for placement should be available immediately, but often they are not. Patients already placed in a complex continuing care or long term care facility are expected to pay a co-payment. Thus, the Ministry, to make the system fair and to discourage misuse of beds, established the ALC co-payment. The co-payment is to help cover the cost of accommodation (ward room) and meals.

Patients who are waiting to go home with family and/or community support are not expected to pay a co-payment.

The Ministry sets a maximum co-payment rate on July 1 of each year. All acute, complex care and long term care facilities charge the same rate in the province. The Ministry increases the rate yearly based on the Consumer Price Index for the year.

Patients will pay the maximum co-payment rate unless they qualify for a reduction based on an income test that evaluates the patient’s ability to pay. The Business Office will contact the patient/family to set up an income review and payment arrangements upon the patient’s change of status.

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Partnering with Patients

Partnering with Patients Download Partnering with Patients

We worked with patients, community members and members of our team to develop the following values aimed at establishing a caring relationship built on mutual respect and understanding with our patients, family members and alternative decision makers.

Niagara Health System is dedicated to providing compassionate, sensitive care and to achieving excellence in healthcare through our on-going commitment to education, innovation and research. We are committed to creating an environment in which our patients, family members and alternative decision makers are partners to ensure the delivery of the highest quality patient care.

Niagara Health System is devoted to providing care regardless of age, gender, race, disability, ill health, faith, culture or sexual orientation. We also recognize that a patient’s clinical conditions may sometimes compromise or alter a person’s ability to fully participate in their care and take responsibility for their actions.

Please click HERE to read the full Partnering with Patients document.

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Patient Fees, Rates and Billing

See the documents here

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Patient Privacy – Your Health Information and Your Privacy at NHS

At Niagara Health System, we treat your personal health information with respect and sensitivity and do so in accordance with the Ontario Personal Health Information Protection Act (PHIPA, 2004) and all other applicable legislation.

The people at NHS who provide and support your care are allowed to see your health information. This group includes doctors, nurses, technicians, therapists, and other health professionals who provide care and treatment. Students may also work with your health care team under the guidance of qualified teachers.

For more information about Patient Privacy click HERE.

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Patient Registration

The Patient Registration Department requires that you bring your Ontario Health Card when you register.

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Personal Emergency Information Card

 
Your Medications Matter Your Medications Matter

Filling out a Personal Emergency Information Card and carrying it with you will help you be prepared in the event of a health emergency. This card can be printed and folded to fit in a wallet.


Personal information is critical in a health emergency, especially when people cannot speak for themselves. Filling out a Personal Emergency Information Card will help emergency responders and hospital personnel to ensure a patient’s treatment is appropriate and respects their wishes. It is important for people to ensure family members and caregivers know where they keep their card and that the content is updated if the information changes.

Click here for information about emergency and urgent care services available in Niagara.

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Photography and Videotaping

As a public hospital, the Niagara Health System is responsible for protecting the privacy of all patients, visitors, staff, physicians and volunteers.

The use of audio or video recording devices and the taking of photographs are not permitted on NHS premises without the advance consent of the individuals in question.

Family and friends often bring mobile devices containing built-in cameras with them into the hospital while visiting patients. It is not practical to forbid the carrying of such devices, or, in patient treatment areas, to remove them for safekeeping. However, our staff, physicians and volunteers are obliged to remind patients and visitors that taking photographs, videotaping, etc., without the advance consent of the individuals in question is not permitted.

Please talk to a member of our care team or call our Security Manager at 905-378-4647, ext. 44303, if you have questions. 

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Preparing for Discharge

The NHS wants to ensure that your admission and discharge go smoothly. When you are admitted to hospital, your healthcare team will begin planning for your discharge to ensure your care needs are co-ordinated before you leave. It is important that the healthcare team has the contact name and all numbers (cell, home) of the one person in your family that we can communicate with.

The nurse, discharge planner or Community Care Access Centre (CCAC) case manager will be involved with you and your family as needed in planning for your discharge from hospital. Decision as to discharge destination will be made in advance by you and your healthcare team so that you and your family are aware of all of the details.

At the NHS, there are many options for discharge or transition when your acute care is complete.  You may: be discharged home with or without supports; require additional care and services; transition to another location within the NHS (St. Catharines, Port Colborne, Fort Erie, Niagara-on-the-Lake, Greater Niagara General or Welland, as well as Hotel Dieu Shaver in St. Catharines); or transition to another healthcare setting.

It is important to note that discharge time is 10 a.m. Please make sure your family/friend is aware and ready to pick you up from the unit/front entrance at this time. He/she should bring any necessary items (clothes, shoes, etc.) so that you are comfortable when you leave. If you are transitioning to another NHS site or healthcare setting, transportation arrangements will be made for you by the NHS.

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Scent Free Policy

Staff, patients and visitors are requested to avoid wearing perfume, aftershave and other scented personal-care products when they come to the NHS. No strongly scented flowers, please.

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Security and Surveillance

Hospital premises and parking at all NHS sites are monitored by electronic surveillance equipment for the protection and safety of our patients, staff and visitors.  

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Smoke Free Hospital Properties

Smoking is not allowed anywhere on hospital property (indoors and outdoors) in accordance with the Smoke-free Ontario Act and Niagara Health’s workplace policy. This includes the exterior grounds, parking lots and vehicles.  Vaping and using electronic cigarette products are also not allowed under Niagara Health’s workplace policy. 

Niagara Health is committed to providing a safe, healthy environment for patients, visitors, staff, physicians and volunteers and has a responsibility to ensure compliance under the Smoke-free Ontario Act.

We have several resources available to support you to quit smoking such as counselling and nicotine replacement therapy (patches) can be requested through community resources.  Please speak to your nurse or doctor for more information.

Click here to review the Frequently Asked Questions (FAQs).  More information on the Smoke-Free Ontario Act can be obtained by visiting the Ontario's government's here.

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Solicitation

For your security, safety and well being, the hospital prohibits any sales solicitations to patients. If the event that you are approached by a sales agent while in hospital, please notify staff on your patient care unit who will immediately contact Security.

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Spiritual and Religious Care

Full-time Chaplains are NHS interdisciplinary team members. They work with patients, families, staff and volunteers.

Professional care goals include:

  • healthy, meaningful use of people’s spirituality,
  • people’s awareness of meaning and purpose,
  • people’s use of their religious traditions, beliefs and practices.

Spiritual and Religious Care Staff also work with area faith communities / congregations in order for appointed visitors (‘ordained’ and ‘lay’) to attend to the spiritual needs of their people in hospital.

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Staff Identification

All hospital staff related to the operation of the hospital on a day-to-day basis can be identified by their photo identification badge worn while on duty.

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Supplementary Insurance

If you hold a supplementary insurance policy, i.e. Manulife Financial, Mutual Life, Green Shield, etc., the hospital can bill your insurer on your behalf for costs not paid for by OHIP but covered by your insurance policy.

Please note that if you request Preferred Accommodation (semi-private or private) and your supplementary insurance does not agree to pay for the difference, or only pays a portion of the charge, you are responsible for the full payment of the account. Please check your insurance policy carefully and make sure you are covered. The same responsibility applies to all differential rates, such as those for splints, crutches and canes.

To make sure you have all the information you need regarding your insurance coverage, please find out the answers to the following questions:

  • What is your insurance policy number?
  • What is the effective date and expiry date of your coverage?
  • What benefits are covered? (eg. Semi-private or private accommodations)
  • Do you have a deductible? (eg. You must pay the first $50 of charges incurred)
  • Do you have a cap? (eg. The insurance will only pay a maximum of $100/day of your semi-private coverage) Is the cap a daily, yearly, or life time limit?
  • Are you covered for the services you are receiving? (eg. Maternity, palliative, etc)

You should know the answers to these questions before you sign for your preferred accommodations. If you have signed and are unsure, please check your coverage immediately. Once doing so, if you wish to change your accommodations, inform Patient Registration immediately and they will have you sign a transfer to a lesser accommodation effective of the date of signature. You will be responsible for all charges incurred up to this point.

Payment for services not covered by your insurer should be paid on discharge. Payment can be made by cash, cheque, Interac or major credit card at the Business Office.

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Telephones and televisions

St. Catharines Site
Bedside entertainment units in each patient room feature TV, internet, Skype and other options. Please ask a member of your healthcare team for information on telephone and television service in your room.

Douglas, Greater Niagara General, Niagara-on-the-Lake, Port Colborne, Welland sites
A telephone is located at most patient bedsides (with the exception of mental health beds) providing free local calling. Long distance phone calls can be made using a calling card. Pay phones are available throughout the hospital.

Please ask a member of your healthcare team for information on television service in your room.

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Transportation Home

Before you are discharged from the hospital, you will need to arrange your transportation home. We recommend you plan your ride home with family or friends to avoid having to pay for transport services. If you are not able to arrange transportation, the hospital will help you arrange your transport home. You will be required to pay for your transport.

Please note: The hospital cannot hold beds to accommodate delayed travel arrangements.

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Valuables

The Hospital recommends that you keep only a small amount of money at your bedside and send any jewellery, credit cards and large sums of money home with a family member or friend.

The Hospital does not accept any responsibility for the loss or damage of any personal items, including money, eyeglasses or dentures.

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Vending Machines

Vending machines providing hot and cold beverages and candy are available 24-hours a day in the waiting area of the Emergency Departments. Several Cafeterias feature vending machines which are accessible 24 hours a day.

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Visiting Hours

Providing great patient care means making sure that everyone we serve has the best possible experience. In support of patient client centred care, we have no set visiting hours. Each department will assess their unique requirements in providing timely care and adequate rest for patients, and communicate any specific visiting guidelines to patients and their families.

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What to Bring to Hospital

If you are being admitted to stay overnight, you should bring the following:

  • Identification that will clearly show your name, address and date of birth, as well as your Ontario Health Card and any additional insurance cards.
  • Your Medications Matter Your Medications Matter
    A list of the prescription medications you are currently taking, including inhalers, ointments or drops. If a current list is not available, bring in the actual medications. After they’ve been reviewed by your physician, those not required by the hospital should be sent home with a family member. It is also important to inform your health care team of any over-the-counter drugs and herbal medications you are taking.
  • If you received patient education from your doctor or the hospital clinic, please bring it with you. 
  • Hearing aid, if you use one.
  • Personal hygiene items such as toothbrush, toothpaste, mouthwash, comb/brush, deodorant, shampoo and tissues.
  • Clothing (pajamas/nightgown, robe/housecoat, slippers)
  • Please leave your valuables at home. If you cannot do so, cash and valuables will be placed in safekeeping. Hospital staff will place your valuables in a locked cabinet for safekeeping until your discharge.
  • If you have been in hospital to deliver a baby, please bring an outfit for your baby, diapers and a car seat.
  • Books/magazines, stationery, knitting, etc., or a favourite toy for young patients

Some departments may require you to bring some personal items not included above. These departments will provide you with this information prior to admission.

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Wheelchair Accessibility

Barrier Free Entrances:

Wheelchair-access entrances are available at all hospitals. Please follow hospital directional signage for drop-off and pick-up areas.

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WiFi pay-for-use service

A guest wireless Internet service is accessible to our patients, visitors and guests on a pay-for-use basis. This new system, called iVisitor, is provided in partnership with Cogeco Cable Inc. and is similar to guest Internet services offered at other hospitals. iVisitor is available across all of our sites, and revenue generated from the service will be directed to patient care.
iVisitor rates are as follows:

  • 4 hours: $ 5.95 + HST
  • 1 day: $ 9.95 + HST
  • 3 days: $18.95 + HST
  • Weekly (7 days): $28.95 + HST
  • Monthly: $47.95 + HST

QUICK STEPS

  1. From your device, check the Wireless & Networks Status and Signal Availability
  2. Select "iVisitor" as the Wireless provider/Service Set Identification (SSID)
  3. Open up your Internet browser and follow the instructions on the login page
  4. Click on “Read the FAQ Document” for pertinent information to the guest wireless service
  5. Click on “Purchase an Access Code” to proceed to the purchase screen, if you already have a code enter it in the current users access code box, review and agree to the Acceptable Use Policy and click on “Login”
  6. Choose the Prepaid Plan
  7. Enter your information; note that an email address is important as a copy of your code will be mailed to you
  8. Review and agree to the Acceptable Use Policy
  9. Select either "Credit Card" or "PayPal" for payment. If Credit Card is selected, you will have an option between paying with MasterCard or Visa.
  10. Once your payment is accepted you will be provided with an access code; this is the code you can use to access the Internet during your plan time.
  11. Note that utilizing the iVisitor service assumes acceptance of the Acceptable Use Policy