Patient and Family Welcome Guide

Your role in your care

Capable patients make their own health care decisions in collaboration with the health care team. If you need help making a health care decision, speak with your care team. Your wishes and preferences (this may include your religious requirements and resuscitative directives) are shared with your health care team and/or substitute decision maker if your loved one is incapable. Stay actively involved by asking questions, staying informed and participating in safety practices.

How to stay safe

To take an active role in your safety:

• Hand hygiene: Wash your hands regularly and remind others to do the same
• Ask questions: If something is unclear, ask your health care team
• Know your medications: Be aware of the medicines you are taking
• Falls prevention: If you feel unsteady, ask for help
• Prevent pressure injuries: Shift positions often to relieve pressure on the skin
• Allergies: Share your known allergies with your health care team
• Patient identification: Ensure staff check your name and one other identifier before providing care

Your health care team

This make include members from a variety of health care professions, along with learners (students):

• Nurses
• Personal support workers
• Doctors and specialists
• Occupational therapists
• Physiotherapists
• Dietitians
• Crisis workers    
• Respiratory therapists
• Social workers
• Diagnostic imaging yechnologists
• Laboratory staff
• Volunteers
• Porters and food services
• Occupational and/or physiotherapy assistants

Before arriving

• Please refer to information provided by your health care provider via automated phone call, MyChart, text or letter regarding appointment arrival times, cancellations/rescheduling and documents to bring to your appointment.
• Please provide advance notice if you are unable to make it to the appointment. This helps in reducing overall wait times for outpatient appointments.

Arriving at the hospital

• Go to the reception/registration kiosk to register.
• Ensure your contact and personal details (i.e., phone number/address/preferred name/etc.) are updated to receive reminders and instructions related to your future appointments. 

What to bring to your appointment

• A valid Ontario health card is required for all appointments.
• Both a list of current and past medications, as well as medications in their original packaging with legible labels (if applicable)

Patient identification

To ensure your safety, staff will verify your identity before providing care. You will be asked for at least two of the following:

• Full name
• Date of birth
• Home address
• Hospital ID number

If we forget to check, please remind us!

Bedside report

At the start and end of each nursing shift, nurses will discuss your care at your bedside. This helps keep you informed. You can ask questions or share safety concerns.

Protecting your belongings

Keep valuables at home or handover to a friend or family member. If you have cultural or religious items that require to be in the room, let your health care team know.

Falls prevention

• Ask for help before moving if you feel unsteady
• Keep essential items within reach (call bell, glasses, phone)
• Wear sturdy, closed-back shoes with rubber soles
• Move slowly when getting out of bed to prevent dizziness

Remember: Call, don’t fall!

Preventing pressure injuries

Pressure injuries (bed sores) can develop when staying in one position too long. To prevent them:

• Change positions often—every 2 hours in bed and every 15 minutes when sitting
• Eat a high-protein diet to promote skin health
• Keep skin dry and use gentle, pH-balanced skincare products

How to properly wash your hands

1. Apply one to two pumps of hand sanitizer to dry hands
2. Rub hands together, palm to palm
3. Rub in between and around fingers
4. Rub the back of each hand with the opposite palm
5. Rub fingertips in the opposite palm
6. Rub each thumb clasped in the opposite hand
7. Keep rubbing until the product is dry (do not wipe off)

Infection prevention

If you are visiting the hospital, ill or with flu-like symptoms, you may be instructed by the care team to wear a hospital-provided mask at all times. Wash or sanitize your hands regularly, especially after eating, using the washroom or touching surfaces. Follow any additional precautions as advised by hospital staff.

Guidelines

For full visiting guidelines, please review our Visitor and Essential Care Partner Policy. 

Essential Care Partners (ECPs) may support patients who need assistance with physical, emotional or cognitive needs. Visitors and ECPs must follow hospital and unit safety guidelines, which may include wearing a mask, limited visitation or temporary restriction of visitation. Ask about the unit’s waiting eooms or quiet rooms.

Hospital amenities and parking

• Food services are available at all hospital sites
• Multi-faith rooms are available for prayer and meditation
• Paid parking is available at all Osler hospitals

Free guest WiFi is available ('WOHS-GUEST' network) at all our sites. Premium WiFi is available for a daily or weekly fee.

For patients who would like to access their digital health records, they can do so through MyChart and PocketHealth for imaging records.

Interpretation services

Patients, families and staff should use professional interpreters (available in 120+ languages), including American Sign Language, as needed.

Interpreters are also accessible via LanguageLine on iPads and Integrated Bedside Terminals (IBTs)
For medical discussions, professional interpreters are required.

Assistive technologies and IBTs

Patients can use IBTs to access:

• Interpretation services (free)
• Entertainment options (paid)
• Family calling (free)
• Patient education documents (free)

Please access your IBT to learn more about our free and paid services. 

Speak up. Your voice matters.

Your feedback, whether it’s a compliment, a concern or a suggestion, helps us improve and ensure a safe, positive experience for everyone.

If you have a positive experience you would like to recognize, we would love to hear about it! Let us know so we can celebrate the team members who made a difference in your care.

If something does not feel right or if you have any concerns about your care or safety, please do not hesitate to speak up.

Here is how you can share your thoughts or concerns:

• Speak with your health care team first. Your nurses, doctors and other staff are here to help and answer any questions.
• Ask to speak with a manager. If you need further assistance, our leadership team is available to listen.
• Reach out to the Patient Experience Office.