Family Presence and Visiting Guidelines

July 9, 2020 - As the COVID-19 situation evolves, the MUHC’s Family Presence and Visiting Policy is adapted, following guidelines from the Quebec Ministry of Health. This page is updated accordingly as soon as possible. Thank you in advance for your support and cooperation.

To verify if you can visit a patient during regular visiting hours (9 am to 7 pm), and the conditions of the visit, please speak with a nurse on the unit.

PLEASE NOTE:  Wearing a mask is now mandatory inside our hospitals, long-term care facility and administrative buildings. 
 

Family Presence

If you are a caregiver or a family member (or considered a family member) and do not have any symptoms or been exposed to someone with COVID-19, you are able to visit a loved one under the following circumstances:

We know how important it is for a loved one in palliative care to be surrounded by family, comfort, and compassion during those last moments.

Palliative care patients and patient who are imminently dying may receive a maximum of 4 family members over a period of 24 hours.

For patients who are imminently dying 2 family members may be present at the same time.

Please speak with a nurse to coordinate a visiting schedule.

During delivery and the subsequent postpartum stay:

  • One (1) parent or dedicated person will be permitted to remain present provided that there is no risk of COVID-19 infection.
  • This parent or dedicated person can stay with the mother during her stay, but must respect various policies, including confinement to the room.
  • For planned Caesarian sections, a dedicated person will be permitted to remain present provided that there is no risk of COVID-19 infection.
  • Postpartum, the dedicated person is not allowed to leave the room except in the event of an emergency. 
  • Postpartum, a snack tray is provided so that the dedicated person does not have to leave the room.

No visitors are permitted:

  • During follow-up appointments with pregnant women, including spouses, children and other family members.

Please note that patients without an accepted transfer from another health institution should not present themselves to the MUHC's Birthing Centre.

Caregivers or family members may be present when their presence is essential to the physical care and well-being of a patient.

In those circumstances, four (4) caregivers may be designated. The designated persons will not change throughout the patient's stay in hospital except when there are extenuating circumstances. Only one (1) caregiver may be present the bedside

Please speak with a nurse to coordinate a visiting schedule.

Family members, caregivers and visitors can now visit loved ones who are residents at the Camille Lefebvre Pavilion.

In order to ensure the protection of our residents and their caregivers as well as our staff, it is essential to take all necessary precautions to avoid the transmission of infections. We have therefore established recommended measures for access to the Camille-Lefebvre Pavilion during the COVID-19 pandemic. These include :

Our care teams will be there to assist you and answer your questions.  We look forward to welcoming caregivers into our home and seeing the benefits of their presence on our residents.

 

 

 

Staying Connected

We are now better able to help families stay connected with their hospitalized loved one. See below to find out how to:

It’s now possible to stay connected with patients virtually. The MUHC understands the importance of patient and family-centered care and is now facilitating virtual visits and telephone calls.

 

How can I schedule a virtual visit with a hospitalized patient?

The MUHC has always promoted the presence of family and visitors at the bedside. Staying connected with families and friends offers comfort and is reassuring for loved ones who are healing. While most face-to-face visits are currently suspended, virtual visits have temporarily replaced them. Thanks to electronic tablets, the MUHC can now facilitate virtual visits for those who do not have any. If you or your loved one will soon be hospitalized, please make sure that you have one of the following Wi-Fi-enabled apps on your smart phone or tablet. 

apps

Please make sure to bring any charging cables.

1. Your Loved One Has a Personal Cell Phone or Tablet
If your loved one has a personal cell phone or tablet with them at the hospital, they can make and receive phone or video calls.* 
If your loved one has a tablet or cell phone, but does not have it with them, please see What If I Need to Bring Something to My Loved One? at the end of this guide.

*Tip: Video calls require personal data. 


Your loved one can connect to the hospital’s free hospital Wi-Fi network
Network: CUSM-MUHC-PUBLIC
Username: public
Password: wifi 

My loved one does not have an electronic device. How can I set-up a virtual visit? 
If your loved one does not have a personal cell phone or tablet (or is not able to use one), the Communication Assistance Service can help. A dedicated team of employees is available to help your loved one connect with you using a hospital tablet or phone.

This service is available to all adult hospitalized patients at the MUHC.

My loved one does not have an electronic device. How can I set-up a virtual visit? 
If your loved one does not have a personal cell phone or tablet (or is not able to use one), the Communication Assistance Service can help. A dedicated team of employees is available to help your loved one connect with you using a hospital tablet or phone.
This service is available to all adult hospitalized patients at the MUHC.

How to request this service

For all MUHC hospitals (except Lachine) For the Lachine Hospital
Dial (514) 934-1934
•    Choose Option 1
•    Dial extension 34827
Dial (514) 637-2351
  • Dial extension 77170
If there is no answer, please leave a message. If there is no answer, please leave a message.

Provide the details below:

  • Your loved one’s name
  • The hospital and unit they are in
  • If you would like to have an audio (phone) or video call.

When can I expect a call?

  • There is a delay of 24 to 48 hours between the time you make the request and the time the call is set up.
  • Calls will be made from Monday to Friday between 8:00 AM and 4:00 PM.

How often can I use this service? 

  • Because the service is in high demand, we can set up a maximum of two (2) 15-minute calls with your loved one per week.

What do I need to prepare on my end?

If you have requested a video call, make sure that you:

  • Have a personal tablet or cell phone you know how to use.
  • Install a video call app like WhatsApp or Google Duo on your device.*
  • Can connect to a stable Wi-Fi network during the call (like your Wi-Fi at home), because video calls use data.

*Note: If you need help to download or set up a video call app either Google Duo or WhatsApp , please contact the Communication Assistance Service to let them know.
 

 

If you would like to stay connected with someone who is hospitalized but does not have access to a tablet a smart phone, it is possible to contact the nursing station and to schedule a telephone call. Connecting via telephone There is a phone available by the bedside in every patient room. Your loved one can call you directly from this phone. You can also call them by following these steps:  Connecting via telephone

There is a phone available by the bedside in every patient room. Your loved one can call you directly from this phone. You can also call them by following these steps:

Option 1: I don’t know the phone extension for my loved one’s room
 

Option 2: I know the phone extension for my loved one’s room
 
1. Dial (514) 934-1934
2. Choose option 3 
3. Give the operator your loved one’s full name and ask for the extension for their room or ask to be transferred directly to the room.
 
1. Dial (514) 934-1934
2. Choose option 1
3. Enter the 5-digit extension.

If your loved one cannot answer the telephone, you may contact the hospital unit where they are staying (for example, short-term stay unit, ICU, etc.) and ask for an update from your loved one’s nurse. 

We ask that you choose one family member to be the point person who contacts the unit. 

To contact the unit
1. Dial (514) 934-1934 
2. Choose option 3 
3. Ask the operator to either give you the extension for your loved one’s unit or ask the operator to connect you directly.
4. Once you reach the unit, provide your loved one’s name and room number and ask to speak to their nurse. If your loved one’s nurse is not available, you may leave a message with your contact information and request a call back. You can also ask to speak to the nurse-in-charge.

Tip: It is better to call the unit at certain times of the day

Best times to call Times to avoid (shift change times)
  • 10:30 AM to 11:30 AM
  • 2:00 PM to 3:00 PM 
  • 8:30 PM to 9:30 PM
  • 7:00 AM to 8:00 AM 
  • 7:00 PM to 8:00 PM

We kindly ask that families designate one person to act as the spokesperson.

You cannot bring things directly to your loved one, but you can deliver essential items to the hospital. 
Important: To reduce the risks of spreading infection, deliveries to your loved ones must be kept to a minimum. 

What are essential items?
Essential items include:
•    Glasses 
•    Mobility aids (e.g. walkers, canes, braces, etc.)
•    Shoes or slippers (non-skid)
•    Hearing aids and batteries
•    Dentures
•    Toothbrush or toothpaste 
•    Comb or brush
•    Personal cell phone, tablet or charger
•    Clothing your loved one needs because they will soon be discharged from the hospital

Can I also deliver non-essential items?
Some non-essential items like books, magazines, or packaged snacks can be added to an essential delivery, but they cannot be delivered alone.

We cannot accept flowers. We will also refuse any food unless your loved one’s nutritionist or hospital staff member has asked you to provide it.

How do I deliver something to my loved one?

  1. Place the items in a bag, clearly labelled with your loved one’s name and room number.
  2. Come to the entrance of the hospital where your loved one is hospitalized.  
  3. Explain to the security agent at the entrance that you have a loved one who is hospitalized and that you have items to be delivered to them. 
  4. A staff member will make sure that the items are essential. You will be asked to leave the bag with the security agent for delivery. 
  5. The items will be delivered to their room as soon as a staff member can come pick them up.
     
 

What to expect when coming to the MUHC

Considering the new public health recommendations, wearing a mask is now mandatory inside our hospitals, long-term care facility and administrative buildings.

Please also apply hand hygiene and safe distancing measures.

Infection prevention and control is everyone's business!

 

You were tested for COVID-19 today as part of a mass public health screening program.

It will take up to 4 days before someone calls you to give you your test results. If you have no symptoms and have not had direct contact with anyone who has COVID-19, you do not need to self-isolate while waiting for your results.

You should continue to protect yourself and others:

  • Respect physical distancing (stay at least 2 metres away from others).
  • Wear a mask when you cannot keep 2 metres distance as well as in all indoor public spaces (see mask tips on next page).
  • Wash your hands often with soap and water or with an alcohol-based hand sanitizer.

Your Test Results

Once we receive your test results, the hospital will contact you.
Please click here for more details

In order to provide a safe environment for patients and staff we are restricting access to the hospital. Patients should arrive early to avoid being delayed by the triage process at the entrance and use the doors listed below:

Glen site

  • Adult (Bloc C/Bloc D): S1 and RC (ground floor) entrances
  • Montreal Children’s Hospital (Bloc A/Bloc B): S1 and RC (ground floor) entrances
  • Cedars Cancer Centre entrance
  • Adult and Pediatric Emergency Department entrances on S1 level (for emergencies only)

Montreal General Hospital

  • Cedar Avenue entrance
  • Parking entrance
  • Livingston entrance on Cedar Avenue (L6) is reserved for dialysis patients only
  • Emergency Department entrance (for emergencies only)

Lachine Hospital

  • Emergency entrance

The Neuro

  • Main entrance 3801 University
  • Reduced mobility entrance beside the main entrance

Patients coming to the hospital for an appointment, a test or a treatment will be greeted at the door by a triage team. The following questions will be asked:

  • In the last 7 days, have you had a new onset of one or more of the following symptoms: fever, cough, sore throat, diarrhea, difficulty breathing or shortness of breath, nasal congestion + runny nose, vomiting (children)?
  • In the last 14 days, did you have contact with someone who tested positive for COVID-19?

If you answer yes to one of the two questions you will be given a mask and can proceed to your appointment.

If you are scheduled to come to the hospital for an appointment, a test or a treatment, you will be called up to 24h prior to your appointment time.

  • During the call, you will be informed if your appointment is postponed or maintained. You will be also be informed if your appointment will be in person, or over the phone.
  • If you will be coming in person to the hospital for your appointment, you will be screened during the call for COVID symptoms: fever, cough, sore throat, diarrhea, difficulty breathing, shortness of breath, nasal congestion and runny nose.
  • If your appointment is by phone, your doctor will call you on the day of your appointment, unless otherwise specified.

On the day of the appointment (if in person) :

  • You must call back the clinic if you have one or more of the COVID symptoms.
  • When you arrive at the hospital entrance, you will be asked again about COVID symptoms.
  • If you answer yes to any of the questions, your physicians or health care professional will be consulted to establish:
  • If your appointment is maintained or should be postponed
  • If you should be tested for COVID
All patients, helpers and caregivers will be required to wear a mask or face covering upon arrival at the hospital triage station.

For your safety and the safety of our patients and staff, we count on your honesty when responding to our screening questions. This allows our staff to make the necessary arrangements to ensure everyone’s safety.

If you have not been called or have concerns about your coming appointment, please call the clinic directly.

Please note that calls may appear as “Non-ID” or ‘Private Caller’. It is important that your phone is programmed to receive such calls in order to receive a call from the hospital.

Do you have a medical imaging test (x-ray, ultrasound, MRI, CT, Nuclear Medicine, PET) scheduled ?

If you were given your medical imaging appointment before March 12 (when the coronavirus crisis was declared), you will be called to confirm your appointment.

Appointments are given on a priority basis. If you were given an appointment after March 12, this means that your appointment has been prioritized, and confirmation is not required.