Avoid an unnecessary trip to the ED thanks to the Patient Support Line
Did you know that the MUHC offers a telephone support service that can be used by adult patients for up to 30 days after returning home from the hospital?
While the service is not yet offered to all patients, patients across a variety of specialties are eligible. The Patient Support Line is available 7 days a week including weekends and holidays and helps people avoid unnecessary trips to the Emergency Department (ED).
| Friendly reminder: it is essential to meet the eligibility requirements before you call. To check your eligibility, please click the link above. We thank you in advance for your cooperation. |
When you call the Patient Support Line, you’ll speak directly to a nurse from the MUHC—nearly all the nurses have at least 10 years of experience in a variety of specialized care settings. You can expect to receive guidance on new symptoms and concerns you may have now that you are out of the hospital, as well as help with any issues related to your discharge.
“I’m pleased to report that most calls are resolved with immediate advice and reassurance over the phone, no need for the patient to present at the emergency,” explains Celia Lombardo, Nursing Practice Consultant and Nurse Manager for the Patient Support Line. “The goal of the Patient Support Line is to address the patient’s concerns, and if a follow up is needed, we guide the patient to take the correct next step.”
The line has been open since May 2024 and receives approximately 550 calls per month. Many physicians say that this new service has made the return home less daunting for patients, and patients themselves are providing appreciative feedback. Many patients and caregivers have confirmed that they likely would have gone to the ED, but that calling the support line prevented an unnecessary ED visit.
“The patient is just looking to have access to the healthcare network. They want to know what to do. We are extremely happy to take their calls, and our nurses find it fulfilling to serve patients during those initial weeks back home,” says Celia.
Winner of a Kickstarter Award
The Patient Support Line is participating in the 2025–2026 Healthcare Excellence Canada: Right Care Challenge, a national initiative to alleviate pressure in EDs across Canada. The initiative celebrates fresh ways of giving the right care to patients at the right time.
We’re thrilled to announce that the MUHC Patient Support Line succeeded and took home $6,000 in prizes—with more prize opportunities ahead. As the Patient Support Line evolves, it will soon help with identifying recurring issues with patients.
“Nurses are already seeing what kinds of calls or issues recur post-discharge,” Celia explains. “We are eager to collaborate and share the types of calls we get and then report back to each department. The Patient Support Line will soon serve as a basis for quality improvement projects at the MUHC.”
Patient feedback "I found the service to be excellent. The nurse followed up on my questions and then referred me to a walk-in clinic for a medical assessment. She also followed up the next day to check if there were any changes in my condition and to ensure that I had all the information needed. The patient support line is an invaluable service and should be maintained." "Overall I was very pleased with patient support. I called several times and was satisfied and felt comforted after each call. I really appreciate this service MUHC has provided. Thank you 😊 " Click here to read comments written in French |
Left to right:
Yelena Roy (Project Manger), Alain Biron, Anmerie Kartick, Maria Rosa Valente, Stephanie Rose Di Nunzio (previous Nurse Manager), Nancy Turner, Celia Lombardo, Yann Rodier, Anna De Riggi
In absentia: Vandra Holden, Mariana Neaca, Anne Marie Meunier, and Paul Wontcheu