Your Hospital Stay

How to get an appointment

In most cases, you’ll need a referral from a general practitioner in order to get an appointment with a specialist at the MUHC. To make an appointment for an adult patient, please call the MUHC Appointment and Referral Centre at 514 934-8488 Monday to Friday from 8 a.m. to 5 p.m. For a first time appointment in a service, you will be told how to send your consultation request and what information to include. Please note that you can ask for a follow-up appointment at the clinic reception, following your visit.

 

Your hospital card 

If you are visiting the Glen site for the first time, you must go to the Admitting Office at C RC.0046 in the Promenade Larry and Cookie Rossy to obtain a new MUHC hospital card prior to your first appointment.

If you have to be admitted to the hospital

The Admitting Office will try to let you know in advance of the day and time you will be admitted. In some cases, your admission date could be delayed on short notice.

Upon arrival, you should have a hospital card made (if you don’t already have one). You should also bring your Medicare card. If you do not have a valid Medicare card, pre-arranged payment must be made with the Finance Department (local 48048).

Although the hospital makes every effort to avoid such situations, you might arrive to be told that you cannot be admitted. In such cases you will be asked to return home or to make arrangements for accommodation in Montreal until a bed is available. Information regarding reasonably priced accommodations is available from the Social Service Department (local 31569).

 

What to bring

Although the MUHC provides hospital gowns, you may feel more comfortable in your personal effects. You can bring your own pyjamas/clothing, housecoat, and slippers/ shoes. You should bring a toothbrush, toothpaste, tissues, shaving items, soap, body lotion, sanitary supplies and other personal care articles. Since storage is limited, you are asked to bring only a small suitcase.

Please bring all medications that you are taking. This will ensure that the admitting physician or nurse can verify the exact medication and dose that you have been prescribed.

You should also bring your valid Medicare card and MUHC card. If you do not have an MUHC hospital card, the Admitting Office staff will make one for you. If you do not have a valid Medicare card, pre-arranged payment must be made with the Finance Department (local 48048).

Valuables

Please do not bring any items of value. If you do, you will be asked to turn them over for safekeeping or to sign a form that releases the hospital of any responsibility. If a theft or a loss occurs, you should immediately make a report to your nurse. When not in use, dentures, eyeglasses and hearing aids should be placed inside your bedside table in containers provided by the hospital. The MUHC is not responsible for patients’ property or for valuables and cash not left in safekeeping.

Electrical appliances and computers

For safety reasons, you are asked not to bring electrically-powered appliances such as electric blankets, heating pads, hair dryers and curlers. Battery-operated appliances are permitted. You are responsible for the safekeeping of your appliances.

Leaving your room

If you wish to temporarily leave your room, please inform your nurse or somebody at the care station. It is important for the nursing staff to know where you are at all times.

 

Consent 

At the time of your admission, you will be asked to sign a general consent form for treatment and tests. For patients under the age of 14 years, the person with parental authority will be asked to sign on the patient’s behalf. For adult patients who have been deemed incapable by a physician, substituted consent may be acquired from the patient’s legal representative.

For further information, you may contact the Ombudsman/Complaints Commissioner (local 35655) or ask to speak with a Social Worker from the Social Service Department (local 31569). You may also attempt to seek advice from the Office of the Public Curator (514 873-4074).

At the same time, you will be asked whether or not you agree to release personal and confidential medical information to your insurance company (if any) and/or to referring doctors, hospitals or clinics.

 

Accommodations

The Glen site has single-patient rooms with a private ensuite shower and toilet. Single rooms allow you to talk to your doctor and nurses in private and they also help to minimize the risk of hospital-acquired infections. Each room comes with a built-in closet, with lock, to store personal belongings, and a large television screen, which will be used for entertainment as well as by healthcare workers to share test results, x-ray images, and additional information. Your room also has a couch, which a family member can use to spend the night. Finally, each room has a large window with plenty of natural light.

Overnight accommodation for families 

A family member can stay overnight and sleep on the couch in your room. If needed, the Social Service Department (local 31569) can provide you with information regarding reasonably priced hotels in the area.

 

Hospitalization charges: 

Hospitalization and outpatient services charges: for who?

  • For Quebec residents with a valid Medicare card from the Régie de l’assurance maladie du Québec, most hospitalization charges and outpatient services are fully covered.
  • If you are a patient from any other country, or a Canadian resident without a valid Medicare card, you are responsible for all hospitalization expenses and professional fees for services received at the hospital. You must make an advance deposit equal to seven days payment upon admission to cover the hospitalization charges. You will also receive a bill for professional services. To make your advance deposit, please contact a finance representative at the Patients’ Cashier’s Office (room B S1.3885.1, local 34627). A deposit may be  made by certified cheque, credit card or debit card. If you pay by credit card you can also do so by telephone (local 34627). It is sometimes possible to obtain a temporary Medicare card if one has been lost or is expired for less than six months.
  • In accordance with an agreement between all Canadian provinces, patients from other provinces with a valid Medicare card from their home province are also fully covered for most services. 

Non-insured services 

The completion of forms for insurance and other purposes is not covered by Medicare and doctors may charge a fee for this service.

Certain medical treatments and services are not covered by Medicare. In these cases you will be informed. It is up to you to contact your insurance company regarding possible reimbursement of associated costs. The hospital is not responsible for decisions made by insurance companies about reimbursement of services not covered by Medicare.

Transitional-care charges

There is a daily hospitalization charge for patients who no longer require active medical treatment and who are awaiting transfer to a long-term-care facility. These charges have been determined by the Quebec Ministry of Health and Social Services. Your doctor will advise you of this change of status and the Social Service Department (local 31569) and the Accounting Office (local 42732) can provide more details.

Questions about hospital bills

If you have any questions concerning your bill, please call the Accounting Office (local 42732)

Transport by ambulance 

Ambulance charges are your responsibility unless you meet certain criteria for free ambulance transportation. Such criteria include transportation to a hospital following a traffic accident, or when a doctor has signed a form attesting to the medical need for transport for a person over age 65, or for certain people receiving Income Security benefits. Of note, private insurance will sometimes reimburse ambulance fees. 

 

Your care team

Your team consists of a variety of healthcare professionals and staff who work together, in collaboration with you, to care for you and your family. Among the professionals are nurses, nursing assistants, patient attendants (orderlies), doctors, physiotherapists, occupational therapists, dieticians, pharmacists, social workers, blood technicians, ECG technicians, as well as respiratory therapists. Some of the support staff you may encounter include unit coordinators (the clerk at the front desk of the unit), housekeepers and transport attendants.

Nursing staff

The MUHC takes pride in its dynamic nursing staff who are at the centre of the care team. Nurses are the ones you will have the most contact with you during your hospital stay. They play an important role in providing care, as well as supporting and educating patients and their families. They do this in many ways, including through communicating important information and actively listening to your concerns so that the team can understand how to best care for you and your family. You will have a nurse assigned to you at all times—the nurses on your care unit may work in 8- or 12-hour shifts. Your nurse should be your first contact if you have questions about the care you receive.

Physicians

A physician (doctor) is in charge of your treatment plan and supervises the medical team: medical fellows, residents and students. Depending on our unique needs, your doctor may consult with other specialists and consultants. When a doctor transfers your care to another doctor, they communicate detailed information about you before this change. There is always a member of the medical team available to answer your questions.

Students

The MUHC is a teaching hospital. Students from a variety of healthcare professions may be involved in your care. Should you have a concern about their services or the services provided by any other healthcare professional or staff member of the hospital, please talk to the Nurse Manager or the Assistant Nurse Manager on your care unit.

Care stations

Care stations are centrally located and there are decentralized stations near each room, so clinical staff are never far from their patients’ sides.