Coming to the Hospital

Welcome & Registration

Welcome to Scarborough Health Network (SHN). You may need to visit or stay in the hospital for emergency healthcare, a scheduled procedure, or to receive medical treatment for an injury, illness, or other health condition. Whatever your reason for visiting us, we are committed to partnering with you and your family for a quality patient experience. Your health-care team will work with you to meet your needs, reach your care goals, and return you home safely.

Here is some information that can help guide and support your time at the hospital.

Everyone entering the hospital will be asked to self-screen for COVID-19, clean hands and put on a medical mask. The mask must be worn at all times while at the hospital.

  • We will have self-screening poster stands at the entrances with key health questions. Patients, visitors and vendors who enter the hospital are confirming that they have passed their self-screening.
  • Hospital-approved medical masks will also be provided at the entrance that patients, visitors and vendors will be required to wear at all times while at the hospital.
  • While we strongly encourage everyone to protect themselves and the community by getting vaccinated against COVID-19, it will no longer be necessary to show vaccination status in order to enter our hospitals.

Thank you for your ongoing cooperation and support. You are helping to keep our patients, health care workers and community safe!

If you have a scheduled appointment, please expect to receive a phone call from our Registration staff who will: (1) confirm your information and (2) help you to sign up for MyChart Central East Ontario. This preparation will ensure an efficient appointment check-in on the day of your visit.

Our new Patient Registration kiosks make checking in for your scheduled appointments fast and easy. When you arrive, please head straight to the kiosks after completing health screening at our entrances. Need help? Ask our friendly Registration staff who are there to assist.

eCheckIn is available to patients with a MyChart account and helps you get to your outpatient clinic appointment faster.

Through eCheckIn you can confirm and update your registration information (e.g. address, phone number, emergency contact, family physician, health card version code/expiry date), complete your communicable disease (COVID-19) screening and any other pre-visit questionnaires associated with your appointment. eCheckIn can be completed up to the time of your appointment.

Upon arrival on the day of an appointment, patients will proceed to Patient Registration. Those who have completed eCheckIn can scan or swipe their Ontario Health Card at the Patient Registration kiosk, resulting in fewer questions to answer and less information to complete before getting their patient identification armband at the Registration desk.

MyChart Central East Ontario (MyChart) is a free online tool that allows you to access your health information securely from any device (phone, computer, tablet, etc). Log in to your account from anywhere, at any time, to stay on top of your health information, including test results, past and future appointments, questionnaires, after-visit summaries and medications, and more.

Having a MyChart account enables you to take advantage of the eCheckIn feature, which  you can use to complete registration steps online before your appointment, resulting in a faster, simpler registration when you arrive for any outpatient appointment.

Learn more and sign up for MyChart.

 

We ask because we care.

In order to address access barriers and health disparities to improve health equity, it is important for us to know who we serve, what their needs are, and how we can improve. The Patient Demographic Data collection will help us understand and plan care we deliver for our patients.

Admission to Hospital

Your healthcare team will work with you and your family on a safe discharge plan that meets your goals and care needs once you leave the hospital. These plans take time to develop, so we will start talking about your goals for discharge to return home soon after you are admitted to the hospital.

Here is some information that can help guide and support your time at the hospital.

Ontario Residents

  • Ontario residents with valid Ontario Hospital Insurance Plan (OHIP) coverage are not charged for standard hospital services, including unit rooms.
  • Private or semi-private rooms, ambulance services, uninsured procedures, TV and telephone rentals, crutches/canes/casts, and other supplemental services are available at an additional cost.
  • If your procedure is not covered by OHIP, you must pay in advance.
  • If you do not have OHIP coverage, you may be required to pay a deposit to the hospital at the time of admission.
  • The balance of your account will be due upon discharge from the hospital.
  • The hospital does not bill insurance companies.

Other Canadian Residents

  • All Canadian residents insured in their province are covered for standard services in Ontario. You must provide a valid copy of your health card from your home province.
  • Ambulance services are not covered for residents outside Ontario, and cost $240.
  • Non-residents, visitors and Canadian residents who do not have provincial health care coverage must pay for all charges incurred (including tests and other procedures).

For a detailed overview on hospital fees, charges, and health care coverage, visit our Hospital Fees page.

When you arrive at SHN, there are Information Desks located at the main entrances of each hospital. The desks are staffed by volunteers who can answer your questions and help you find your way.

SHN is committed to providing the best health care for our patients, which includes quality patient and family centred care and improved health outcomes.  Removing barriers to communication is one of the ways in which we can achieve these goals and offer our patients dignity in speaking for themselves. Understanding their concerns, symptoms, and fears is essential to ensuring their safety and privacy.

Ask for an interpreter if:

  • English is not your first language
  • You are deaf, deafened or hard of hearing

Full-time interpreters for Tamil and for Mandarin and Cantonese are available to assist with communication between hospital staff, physicians and patients. The hospital also has telephone interpretation available 24/7 in more than 200 languages. The phones are located in all clinical areas, including patient registration.

If you require interpretation services, please inform the unit or clinic before arriving for your appointment or let your healthcare provider know when you get to the hospital.

Nutritionally balanced meals are provided to patients three times daily. If you have any nutritional concerns or special dietary needs, please ask for a visit from a dietitian.

SHN offers three types of rooms for patients who are admitted:

  1. Ward: Four patients to a room
  2. Semi-private: Two patients to a room
  3. Private: One patient to a room

OHIP covers the standard ward rate, but not the additional cost of private or semi-private rooms. If you want a private or semi-private room, you will pay the difference between the standard ward rate and the accommodation you choose.

Sometimes the private or semi-private rooms are all occupied. If you ask for one and it’s not available, you will be booked into whatever is available. Then, if the type of room you prefer becomes available later, we’ll arrange for you to be transferred.

Currently available to patients at no cost, SHN’s TV service includes access to regular television channels and entertainment, as well as up-to-date hospital information on Channel 10, The Patient Channel, and Channel 29, The Parent Channel. 

At Scarborough Health Network, we believe that patients and their families should be as involved as possible in your care and treatment. This will help you and your health care team work together to make the best decisions possible about your health and well-being.

SHN is committed to individual privacy and to protecting your personal health information. We abide by internationally recognized information practices and legislation to ensure that your information remains confidential and secure. Learn more about patient privacy.

What Do I Bring?

  • Ontario Health Card
  • Social Insurance Card or number
  • Other health insurance card(s)
  • A valid credit card (Visa, American Express, or MasterCard) or debit card
  • Proof of insurance coverage for semi or private accommodation
  • Personal toiletry items (no scented products please)
  • Night clothes, bathrobe and slippers (non-skid soles)
  • Cell phone, tablet or laptop
  • Children may wish to bring a favorite toy or game
  • A small amount of cash for parking, newspapers, magazines, etc.

What Should I Leave At Home?

  • Irreplaceable papers or documents
  • Valuable/sentimental jewelry and clothing
  • Unnecessary amount of cash
  • Alcoholic beverages, tobacco products
  • Any electrical plug-in appliances (e.g. TV, VCR, hairdryer)

Valuables

Please leave all valuables at home. Besides your telephone and/or TV fee, please do not bring more than $10 for personal use. All jewelry will be removed during your stay, so it is best to leave it at home.

Please note that SHN is committed to the timely admission of all patients to the first available bed. This means that you may be admitted to a room with a male or female patient.

Whenever possible, we encourage family members to conduct visits with patients virtually using mobile devices and the free WiFi available at the hospital. Please speak with the health care team for support with these virtual visits, and borrowing a mobile device for patients who do not have their own phone or tablet.

Visiting Patients

At Scarborough Health Network (SHN), we are working to ensure a safe environment for everyone entering our hospitals during the COVID-19 pandemic — while remaining committed to compassionate care for patients and families. We understand that visiting can contribute greatly to a patient’s quality of life and well-being.

For everyone’s protection, SHN is maintaining masking requirements in our hospitals. Patients and visitors at SHN must continue to wear masks (read more about this decision).


Visitor Information

(June 20, 2022) Scarborough Health Network is easing visitor restrictions at our hospitals (Birchmount, Centenary and General):

  • 2 Visitors per patient staying in the hospital.
  • 1 Visitor per patient coming for an appointment or test, or to our Emergency Department.
  • Give yourself extra time when coming for scheduled appointments to allow for self-screening at the entrance, and getting a hospital-approved mask
  • Contact your loved ones’ care team to directly book a visit
  • Please do not come to the hospital if you have not scheduled your visit

Additional Guidelines

  • VISITING HOURS: 1 P.M. – 7 P.M. If you are a designated Essential Visitor or Care Partner, please speak with the patient’s health care team to schedule your visiting time.
  • Suspect and confirmed COVID-19 positive individuals are not allowed to visit patients due to the high risk to visitors, patients and staff.
  • To protect everyone, visitors must 1) wear a mask at all times in the hospital, 2) clean their hands with sanitizer when entering and exiting a patient’s room, and 3) and maintain 6 feet (2 metres) between themselves and the patient.
  • Visitors are required to self-screen for COVID-19 when entering our hospitals, clean hands, and wear the hospital-approved medical mask provided at the hospital entrances at all times. Visitors with communicable illness symptoms will not be allowed to visit.
  • Any visitation outside of regular visiting hours or other special requests will require review and approval from program leadership on a case-by-case basis.
  • Whenever possible, we encourage family members to visit patients virtually using mobile devices and the free WiFi at the hospital. Please speak with the health care team for support.

Frequently Asked Questions

Thank you for your support, understanding, and patience as we resume visiting, while preventing the spread of infectious diseases. Find answers to frequently asked questions (FAQ) below or visit our COVID-19 Information page to learn more.

  • Visitor(s) will need to work with the care team to determine date and time of visit based on the access limitations.
  • Visiting hours are from 1:00 p.m. to 7:00 p.m.
  • Based on guidance from Public Health, as the conditions change we will update families on any changes in the visiting process.

It can happen in two cases:

  1. If the number of COVID-19 cases in the community increases, SHN can put restrictions on all visiting with the direction of Public Health and/or Ministry of Health.
  2. If we have cases of COVID-19 or any other communicable illness, or if we are in an outbreak, all visits will have to stop for all patients.

  • Try to communicate virtually whenever possible (units have dedicated iPads to support virtual visits) – Learn more
  • Clean hands frequently with hand sanitizer or soap and water
  • Stay home when sick
  • Maintain social distancing of at least 6 feet (2 metres)
  • Wear a mask at all times while visiting to cover your mouth and nose

Every staff, patient and visitor will receive a mask that they are expected to wear at all times when in our hospitals. This is for the safety of everyone at SHN.

If you are visiting a patient who is on isolation precautions, you may be asked to wear additional personal protective equipment (PPE). Follow the instructions below from Public Health Ontario on how to put on and remove PPE. If you have any questions please speak to a member of the health care team.

Shops & Services

Explore services and amenities available at our hospitals for your convenience.

For your convenience, there are several bank machines located across our three hospitals:

Birchmount Hospital

  1. Emergency Waiting Room, Ground Floor
  1. Northwest of Fracture Clinic, Ground Floor

Centenary Hospital

  1. Margaret Birch Wing, First Floor
  1. Main Lobby, Second Floor

General Hospital

  1. Medical Mall, Ground Floor (outside gift shop)
  2. Cafeteria, Ground Floor
  3. Lobby/Main Entrance, Ground Floor

Our Gift Shops are run by volunteers and provide a range of cards, gifts, flowers, and other items you can purchase for yourself or your loved one staying at the hospital.

Gift Shop hours at each of our hospitals are: Monday to Friday, 9:30 a.m. to 8 p.m.  |  Saturday and Sunday, Noon to 8 p.m.

Locations:

Birchmount Hospital, Main floor, Second floor (main level)

Centenary Hospital, The Court, Second floor (main level)

General Hospital, Medical Mall, Ground floor (main level)

The Global Community Resource Centre (GCRC) is a dynamic ‘one-stop’ interactive hub for patients, families and the community to access reliable, current multilingual health and community information in a variety of formats, including print, online and through interactive workshops. Our goal is to empower visitors to the GCRC with increased health literacy and better access to community services.

The collaborative model for the Centre includes partnerships with eight community agencies who staff a ‘Community Desk’ on a rotating basis and provide patients and visitors with information on community services in Scarborough. Learn more about the GCRC.

When you arrive at SHN, there are Information Desks located at the entrances at each hospital. The desks are staffed by volunteers who can answer your questions and help you find your way.

SHN is committed to providing the best health care for our patients, which includes quality patient and family centred care and improved health outcomes.  Removing barriers to communication is one of the ways in which we can achieve these goals and offer our patients dignity in speaking for themselves. Understanding their concerns, symptoms, and fears is essential to ensuring their safety and privacy.

Standard and long-term parking rates are available. Learn more about parking.

Birchmount Hospital

Tim Hortons, Main floor
Monday to Friday, 6 a.m. to 9 p.m.
Weekends and holidays, 6:30 a.m. to 8 p.m.

Centenary Hospital

La Prep, S’barro, Subway, Tim Hortons, Villa Medina
The Court, Second floor
Tim Hortons open 24 hours; hours vary for other restaurants

General Hospital

Cafeteria
Tower Wing, Ground floor
Monday to Friday, 7 a.m. to 3 p.m.
Closed weekends and holidays

Tim Hortons, Medical Mall, Ground floor
Monday to Friday, 6 a.m. to 9 p.m.
Weekends and holidays, 6:30 a.m. to 8 p.m.

Birchmount Hospital

Drug Store, Main floor
416-495-2899
Monday to Friday, 9:30 a.m. to 5:30 p.m.
Saturday, 10 a.m. to 2 p.m.
Closed Sundays

Centenary Hospital

Shoppers Drug Mart, The Court, 2nd floor
416-724-6055
Monday to Friday, 9 a.m. to 9 p.m.
Saturday and Sunday, 10 a.m. to 9 p.m.

General Hospital

Rexall, Medical Mall
416-438-6668
Monday to Friday, 9 a.m. to 9 p.m.
Saturday and Sunday, 9 a.m. to 3 p.m.

Whenever possible, we encourage family members to conduct visits with patients virtually using mobile devices and the free WiFi available at the hospital. Please speak with the health care team for support with these virtual visits, and borrowing a mobile device for patients who do not have their own phone or tablet.

Worship Centres are open 24/7 for use by patients, families, and staff members. The Worship Centres also offer weekly multifaith and ecumenical Christian services.

  • Birchmount Hospital, Main floor beside the cafeteria
  • Centenary Hospital, Second floor near emergency department
  • General Hospital, Medical Mall, Ground floor, West Wing

Learn more about Spiritual and Religious Care at SHN.