Family Presence and Visiting Guidelines

Vaccination of caregivers and visitors

Given the recent announcement regarding vaccine passports, many people have been asking questions about the directives related to the vaccination of caregivers and visitors. We are still waiting for clarification from the MSSS. As soon as we know more, the policy and the process in place at the entrances will be reviewed.

- updated September 10, 2021

Family Presence

Adult and child relatives (caregivers* and visitors**) are allowed to visit.

  • The visiting hours are from 8 a.m. to 9 p.m. These hours do not apply to the Camille Lefebvre Pavilion and the Montreal Children's Hospital. Flexibility is provided for people at the end of life or other situations deemed exceptional
  • Two (2) people can be present at the same time.
  • For positive COVID patients, and in the event of an outbreak on a unit, additional restrictions apply.
  • On adult care units, children aged 12 years and over are allowed, with the exception of the haematology-oncology and intensive care units.
  • Children (siblings) may visit the postpartum unit and the Montreal Children's Hospital. Please note that the presence of children under 12 years of age is restricted on certain units of the Montreal Children's Hospital. We invite you to check with the unit.

 

Specific instructions for certain departments:

Due to the high vulnerability of patients in the intensive care units, further visiting restrictions may apply.

  • Children are not allowed on this unit.
  • Family and visitors may be asked to leave the bedside of the patient when the patient requires care or when shifts change. If this is the case, family and visitors should wait in designated areas.
  • Before coming to the hospital, we invite you to communicate with the unit.

The possibility of one accompanying person to remain with the patient will be determined by ED staff. The decision will take into consideration the possibility of physical distancing in the waiting room.

We know how important it is for a loved one at the end of life to be surrounded by family, comfort, and compassion during those last moments. Flexibility is provided to facilitate the presence of loved ones during the last moments. For more details, please refer to the care unit manager.

The maximum number of visitors/caregivers permitted will vary according to the possibility of physical distancing in the room. This number should not exceed 9 visitors (10 people including the resident).

  • Two (2) significant persons will be permitted in the birthing centre. Postpartum: a maximum of 2 people (including the significant other) will be permitted to visit the patient simultaneously. Siblings are allowed to visit.

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

Click here for more information about the visiting policy at the Montreal Children’s Hospital
 

 

Instructions to be respected (watch the video):

  • You will be required to remove your mask upon entry and wear a procedure mask that is provided by the MUHC.
  • Please also apply hand hygiene and safe distancing measures, at the entrance and throughout your visit.
  • You will need to answer the screening questions. 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.
    • You will not be able to attend your loved one's bedside if:
      • You have been diagnosed with COVID-19 or have symptoms of COVID-19
      • You have been exposed to someone who is positive for COVID-19
      • You have travelled outside the country in the last 14 days
    • Exceptions may apply at end of life. Please refer to the person in charge of the ward.

 

    *Caregiver: A person who provides significant assistance or support, on an ongoing or occasional basis, to meet the needs and well-being of a loved one. Support can take many forms—for example, assistance with personal care, emotional support or organizing care.

    **Visitor: It may be a person known to the person being cared for with whom contact is occasional and not essential to his/her physical and psychological integrity. A person who does not fall under the definition of a close caregiver.

    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.

     

    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.

    All patients and visitors will be required to remove their masks upon entry (regardless of the type of mask) and wear a procedure mask that is provided by the MUHC.

    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

    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 clinic, 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 and visitors will be required to remove their masks upon entry (regardless of the type of mask) and wear a procedure mask that is provided by the MUHC.

    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.