Arriving at St. Mary’s – Main Site
When you walk into the main entrance of St. Mary’s main site, you will notice a hand-hygiene station in the main lobby. We ask all patients and visitors to wash their hands upon arrival, and also when leaving. This helps us to maintain a healthy and safe environment for our patients.
To the left of the staircase in the main lobby, you will see an INFORMATION desk. During our core service and visiting hours, this desk is staffed by our dedicated volunteers. They will be happy to greet you and direct you to your destination – and if possible, they will accompany you. If there are no volunteers available when you arrive and you need directions or information, simply walk around the desk and to the left you will find our Switchboard Operators, who are also available to provide information and assistance.
For Your Protection and Safety
Scent Free Environment
St. Mary’s has a Scent Free Policy that applies to all patients, visitors, staff, physicians, volunteers, students and contractors. For the safety and comfort of those with allergies, scent sensitivities and breathing issues, please do not use scented products such as colognes, aftershaves, lotions, perfumes and scented personal care products.
Smoke Free Property
St. Mary’s is smoke free and supports provincial laws which ban smoking and the use of e-cigarettes on hospital property, including parking lots and within vehicles in those lots. The ban includes smoking and vaping of medical and non-medical cannabis. Individuals who do not comply face fines of up to $1,000.
As a centre for cardiac and respiratory health, we are committed to providing a smoke free environment for the health and safety of our patients, visitors, staff, physicians, volunteers and all others on hospital property.
If you want to smoke, please do so off hospital property.
If you are interested in quitting smoking, Smokers’ Helpline offers help by phone 1-877-513-5333 or online at www.smokershelpline.ca.
Violence Prevention Program
St. Mary’s is proactively working to increase workplace safety and ensure a safe environment for patients and staff. We have developed a comprehensive zero tolerance approach that includes prevention, communication, rapid response and education. On your visit to St. Mary’s, you will see signs alerting patients and visitors that verbal or physical abuse of our staff, doctors, volunteers or patients will not be tolerated. Thank you for your cooperation.
St. Mary’s is dedicated to providing a safe environment for our patients and staff. In partnership with the Kitchener Fire Department, our staff practice regular fire safety procedures and test the alarms frequently. If there is a fire, the alarm bells will sound and you will hear an overheard page for Code Red; you should remember the following during a Code Red:
- Visitors should remain in the patient’s room during the Code
- Do not use hospital phones unless absolutely necessary
- Do not use the elevators
St. Mary’s staff are trained to respond to emergency situations and will instruct patients and visitors in the event of an emergency.
If you discover fire; please leave the area (shutting the door behind you) and dial 888 on any hospital phone to report the fire (giving the location and extent of the fire). Leave the fire area and get to safety.
Fire exits are clearly marked throughout the hospital.
If you have any questions about fire safety procedures during your stay; please ask a member of your care team for more information.
St. Mary’s wants to ensure the safety and security of patients, visitors, staff and property, while respecting individual’s rights to privacy.
SMGH uses video and electronic surveillance in conjunction with other safety and security measures and strategies to keep you safe. Video/electronic surveillance enables concurrent real-time monitoring of multiple areas within SMGH’s facilities/property and enhances the ability to monitor patients at risk in and around the facilities. Such surveillance may also prevent and/or deter adverse incidents, misconduct, and criminal activity.
If you have questions or concerns, please call our Privacy Officer at 519-479-6578, ext. 1209.
Infection Prevention and Control
Helping to prevent the spread of infectious illness in our hospital is everyone’s responsibility. Our infection prevention and control teams are experts and rely on the help of patients and visitors. As a patient or visitor, it is important that you follow any and all infection control directions. Please follow the guidelines below to avoid getting and spreading infections in the hospital:
- All visitors are asked to clean their hands upon arrival at the hospital and before and after visiting a patient. Patients are encouraged to clean their hands often, especially after touching shared surfaces, before and after eating, and after going to the bathroom.
- Please do not visit the hospital if you:
- have cold or flu symptoms (fever, cough, sore throat or runny nose)
- have unexplained gastrointestinal problems (upset stomach, vomiting or diarrhea)
- have open wounds, sores or rashes
- have been exposed to measles or chicken pox in the past 21 days and you are not vaccinated or have not had these illnesses before.
- If a patient requires additional precautions (contact, droplet, airborne), visitors are required to follow infection prevention measures and wear personal protective equipment, as directed by the healthcare team.
- Cover your mouth and nose with a tissue when coughing and sneezing, then throw away the tissue and clean your hands. If you don’t have a tissue, cough or sneeze into the crook of your elbow and clean your hands.
- Keep your immunizations up to date and get the influenza vaccine every year.
- Remind your visitors and care providers to clean their hands
St. Mary’s General Hospital is committed to ensuring accessibility to hospital facilities and services for patients and their family members. If you require any of the documents on our website in other formats, please contact our Patient Relations representative at 519-749-6578, ext. 6867.
Wheelchair Access (by location)
- St. Mary’s General Hospital – 911 Queen’s Blvd., Kitchener
Wheelchairs are located in the hospital’s main lobby. Please do not remove wheelchairs from hospital property.
- Main Entrance
- Emergency Entrance
- Washrooms throughout the hospital (identifiable by the universal wheelchair symbol)
- Cafeteria (Subway) via elevator from main floor
- Tim Hortons
- St. Mary’s General Hospital Cardiac Rehabilitation – 50 Bathurst Dr. Unit #1, Waterloo
Main entrance (no button at the door, assistance required)
- Waterloo Region Sexual Assault/Domestic Violence Treatment Centre – 400 Queen St. South, Kitchener
For Deaf, Deafened and Hard Of Hearing
TTY pay telephones are located in the basement of the hospital, adjacent to Café 911 as well as in the Emergency Department. Portable TTY telephones are also available for inpatients.
If you or your loved one is more comfortable speaking a language other than English, we invite you to bring a trusted friend or family member who speaks your native language AND fluent English with you to act as an interpreter. If you do not have someone to help you, let us know and we will contact a translation service to help you at no charge.
Sign Language Interpreter
If you would like a sign language interpreter, you should mention this at the time of appointment booking. The Canadian Hearing Society will be contacted and will arrange for a qualified interpreter through its Ontario Interpreter Services program to join you during your visit.
St. Mary’s General Hospital has volunteers on duty throughout the day. The volunteers wear blue smocks and will be happy to assist you to your appointment or to visit a loved one. Please note that our volunteers cannot lift or transfer you.
Registered service animals are permitted in St. Mary’s General Hospital. Service animals are required to have identification upon entering the hospital, be at least one year old, and must have an annual certificate (not required to be carried).
There are 18 accessible parking spots located in the southwest corner of the visitor’s parking lot closest to the hospital’s main entrance and crosswalk. The parking spots are in two locations; one is directly across from the hospital entrance adjacent to Queen’s Boulevard, the other is adjacent to Patricia Avenue, as shown in the photo below.
St. Mary’s main site at 911 Queen’s Blvd. has a variety of parking options and rates for our patients and visitors.
For regular rates, take a ticket as you enter the visitors’ lot and carry it with you. Before leaving the hospital, insert your ticket and pay by cash or credit card at the payment kiosks in the main lobby or Emergency Department. You can also pay at the exit gate with a credit card.
Multi-day passes can be purchased at the window marked Information and Bill Payment in the main lobby. The discounted passes are 50 per cent off our highest daily rate of $14. Passes are inserted at the gate when entering and exiting the visitors’ lot. Each pass gives unlimited entry/exit over a 24-hour period and can be used any time within one year of purchase, on consecutive or non-consecutive days. Passes can also be shared between patients, their visitors and caregivers.
- 5 day Pass: $35.00
- 10 day Pass: $70.00
- 30 day Pass: $210.00
*Do not take a ticket at the entry gate if you wish to use your pass.
Regular parking rates:
- Up to 20 minutes: No charge (insert ticket at exit gate, not payment kiosk).
- Each half hour: $3.50
- Daily maximum: $12.25
- 24-hour in/out privileges: $14.00 (purchase at payment kiosk in hospital)
Revenue from parking fees is used to maintain parking lots and for patient care services. If you have any questions about parking at St. Mary’s contact:
Parking and Security Coordinator
519-749-6578, ext. 6402
Procedures and Appointments
Depending on the nature of your appointment, you may have paperwork you are required to bring with you. Please have this paperwork and your valid OHIP card (or alternate health insurance information for non-Ontario residents) ready when you register for your appointment.
Self-Pay & Out-of-Province/Country Services
Canadian Residents with Provincial or Federal Health Insurance
A resident of another province with valid provincial or federal insurance must provide valid health insurance information in order to have health care expenses paid by their respective plan.
- These plans include and are not limited to: Canadian Armed Forces, Workers Safety Insurance Board, Interim Federal Health Program for refugees or the University Health Insurance Plan for students (UHIP).
Important tips to keep in mind:
- Plans pay for a wide range of medically necessary services. This does not include services deemed medically unnecessary, such as cosmetic surgery and limited coverage on preferred accommodation.
- St. Mary’s will bill the appropriate provincial or federal insurance plan.
- Any claims rejected by the health care plan will be billed to the patient.
- In some cases, physician and other services will have to be paid upfront by the patient and then a submission can be made to the plan for reimbursement to the patient.
- If you do not present your insurance plan information at the time of registration, please contact our finance department as soon as possible at 519-749-6660 or email ARContact@smgh.ca.
- If you have private insurance coverage for hospital costs, please provide this information at the time of registration.
- It is your responsibility to understand the coverage provided by any private insurance company.
Out-of-Country Visitors and Canadian Residents Without Valid Health Insurance
Out-of-country visitors to Canada and Canadian residents without valid health insurance plans entering our Emergency Department are required to present payment at time of treatment.
Out-of-country patients must also complete and sign the following documents prior to treatment:
- Responsibility for charges
- Authorization for Disclosure of Patient Information
- Governing Law and Jurisdiction Agreement
St. Mary’s will not accept private insurance for non-resident patients with out-of-country insurance companies. Out-of-country/non-resident patients must provide a credit card at the time of registration and pay for their hospital charges directly. Patients can then forward the claim to their private health insurer.
Please note all hospital fees are in addition to attending physician feed as billed by physician. For a full listing of hospital service pricing, please contact our finance department at 519-749-6660 or email ARContact@smgh.ca.
Non-Emergency Transportation Out of Hospital
Across Ontario, patients are responsible for the full cost of their non-emergency transportation out of hospital, for all destinations, including home, retirement homes and long-term care facilities. The exception is if they are being transported to continue their current care at another destination.
The least costly option, wherever possible, is for patients to arrange non-emergency transportation with friends and family. Where that is not possible, a number of options exist (including taxi, public transportation and non-emergency patient transport vehicles).
For patients who need to leave the hospital on a stretcher or in a wheelchair, and have no other options, St. Mary’s staff will book transport. In these cases, patients will be sent an invoice for the cost of transportation and a $20 administration fee.
For patients who need to be relocated to another location as part of their current medical care at St. Mary’s, our staff will make transportation arrangements and these patients will not be charged for their transportation or fees.
During Your Stay
Your Personal Items
If you are coming for a planned procedure or appointment, please leave all valuable items at home or give them to a trusted friend or family member upon your arrival. This includes cash, credit cards, jewellery, important papers and any special items (such as orthotics). St. Mary’s is not able to guarantee safe-keeping of your personal items while you are admitted, and we cannot be held responsible for personal effects that are lost, stolen or damaged while you are in our care.
If you arrive in our emergency department and are unable to plan ahead to leave these items at home, again we ask that you give them to a trusted friend or family member upon your arrival. We cannot be held responsible for items that are lost, stolen or damaged while you are in our emergency department.
Your incoming mail is delivered daily. A Canada Post mailbox (for outgoing mail) is located across the street from the Main Entrance, next to the bus shelter and stamps are sold in the Gift Shop.
Incoming mail should be addressed as follows:
Your Name and Room Number
c/o St. Mary’s General Hospital
911 Queen’s Boulevard
Kitchener, Ontario N2M 1B2
Hospitality Network, in partnership with St. Mary’s, is pleased to provide patients with personal bedside television rental service. A portion of the revenue from rental services is returned to St. Mary’s and reinvested in caring for you. There are three ways to order TV service:
- If you are an inpatient, dial 3009 from your bedside phone and a Call Centre Agent will activate the service.
- If you are an outpatient, dial 1-866-223-3686 from any other phone and ask to speak to a Call Centre Agent who will activate the service. Customer Service Representative hours are: Monday – Friday 8:30 a.m. – 10:00 p.m. and Saturday – Sunday 10:30 a.m. – 8:00 p.m.
- Service can be ordered online by visiting: www.hospitalitynetwork.ca.
Rental payments can be made by Visa or MasterCard only – please have the card number and expiry date ready. If you experience service issues with your rented TV, please call 1-866-223-3686. To learn more, visit the Hospitality Network website.
Free head phones are available at nursing stations for all patients renting TVs.
Hospitality Network, in partnership with St. Mary’s, is pleased to provide patients with a bedside telephone rental service. For information on renting a telephone during your stay, visit the Hospitality Network website.
When You are Discharged
Your care team will start to prepare you for your discharge date as soon as your care plan is in place. The hospital’s standard discharge time is 10:00 a.m. Please help us ensure a smooth transition for you by preparing your friends/loved one’s to support this discharge time.
Room Options and Billing
If you prefer a private or semi-private room during your hospital stay, a premium rate will be charged to you or your insurance company.
During admission or pre-admission you will be asked to request your preference for accommodation:
- Private (one bed per room, private bathroom), $290 per day
- Semi-Private (two beds per room, shared bathroom for two patients), $250 per day
- Standard Ward (four beds per room, two shared bathrooms for four patients). Cost is covered for Ontario residents with a valid provincial health insurance (OHIP).
Please note rates are subject to change
How do I know if I am covered for a private or semi-private room?
Please check with your insurance provider to find out what your plan covers in terms of room type (i.e. private or semi-private) and amount.
Will St. Mary’s bill my insurance provider on my behalf?
St. Mary’s bills directly to most major extended health benefits plans. Please check with an SMGH admitting representative or your insurance provider to confirm that we can bill your insurance company on your behalf.
How do I request a private or semi-private room?
During admission or pre-registration, our admitting representatives will explain the hospital accommodation options available. You will be asked to sign our pre-admission form and to provide your insurance information.
Will I be able to reserve a room of my choice?
Your room choice is not guaranteed, but we will make every effort to provide.
Gift Shop – Madeline’s
The Gift Shop is located on the first floor in the main lobby. It is open Monday to Friday 10 a.m. to 8 p.m., Saturday and Sunday from 1 p.m. to 4 p.m. and from 6 p.m. to 8 p.m.
Our Gift Shop does not sell fresh flowers. Flowers and plants are a welcome gift for patients and help to create a beautiful environment for care. I f you are sending flowers to a patient at St. Mary’s, please note that arrangements containing lilies and lilacs are not permitted due to their affect on those with allergies and scent sensitivities. Additionally, poinsettias will not be accepted at St. Mary’s.
If you are sending flowers to a patient at St. Mary’s, please note that some types are not allowed under the hospital’s Scent Free Policy. This is because they can cause serious problems in some people with allergies, scent sensitivities and breathing issues.
Flowers not permitted in the hospital:
Balloons are also a fun way to lift a patient’s spirits. Please note that due to latex allergies, only Mylar balloons are accepted at St. Mary’s.
St. Mary’s is pleased to provide free Wi-Fi to patients, families and visitors. We recognize that a hospital stay can be stressful, isolating and staying connected with family and friends is an important part of the patient and family experience. Access to the public Wi-Fi network at St. Mary’s is available throughout the hospital.
It is crucial that we keep our patients, staff and hospital environment safe. We are restricting all visitors – including family members of patients – to our hospital during the COVID-19 pandemic until further notice. This includes people accompanying patients to appointments. We understand this is difficult, but it is essential for the safety of everyone within our hospital sites, including our vulnerable patients and essential frontline staff. For more information, click here.
Exceptions may be made to this rule for only essential family presence. This includes:
- Immediate family of a terminally ill patient who is near end of life
- Parent of a child under the age of 18
- Visitor is requested to attend hospital to be present to support patients whose needs may be best met by having a family member (e.g. patients with dementia with increased agitation, caregiver accompanying patient who requires special assistance)
These family members must pass the screening protocols at the main entrance in order to enter the hospital.
Where Visitors Can Eat
St. Mary’s cafeteria is located in the basement off the main lobby and is accessible by stairs and by elevator. There is a Tim Hortons in the hospital main lobby, and a Subway in the cafeteria in the basement.
Subway is open on Monday to Friday from 9:00 a.m. to 8:00 p.m., and on weekends from 9:00 a.m. to 5:00 p.m. Subway is closed on statutory holidays.
Tim Hortons is open on weekdays from 6:00 a.m. to 9:00 p.m., and on weekends from 6:00 a.m. to 7:00 p.m.*
*Summer weekend hours: Saturday and Sunday from 9:00 a.m. to 5:00 p.m., and 10:00 a.m. to 4:00 p.m. on statutory holidays.
Microwaves are also available in the cafeteria for patient, staff and visitor convenience.
Where Visitors Can Stay
As a Regional Cardiac Centre, St. Mary’s provides care to many people who live outside Waterloo Region. We have partnered with nearby establishments to offer compassionate rates for our patients and families. Please contact the establishment directly to find out their current compassionate rate and to book your stay.
Instructions for Patient/Family Member
- Patients/Family members are responsible for booking and paying for their accommodation.
- Each business listed below has indicated that they will provide compassionate rates to family/patients; rates vary by business.
- Please review the businesses below and the instructions provided for booking accommodation.
If you have any issues or concerns obtaining the rates indicated below, please contact the Communications department at St. Mary’s General Hospital (519-749-6578 ext. 1501) so that we can advise the business on this list.
*Please note, due to the high turnaround rate of the front desk reception teams, patients and families may have to request to speak to the accommodation’s manager in order to secure the compassionate rate.
|Quality Inn Kitchener Hotel
2899 King St. East, Kitchener
8 minute drive to hospital (view map)
|Best Western Plus (Close to St. Mary’s Cardiac Rehab location)
547 King St. North, Waterloo
13 minute drive to hospital (view map)
|Courtyard by Marriott (Close to St. Mary’s Cardiac Rehab location)
50 Benjamin Rd. East, Waterloo
17 minute drive to hospital (view map)
|Crown Plaza (Corner of King St. & Frederick St.)
105 King St. East, Kitchener
7 minute drive to hospital (view map)
|Holiday Inn (Close to the exit for Hwy.8)
30 Fairway Rd. South, Kitchener
9 minute drive to hospital (view map)
|Holiday Inn Express & Suites Waterloo/ St. Jacobs (close to St. Mary’s Cardiac Rehabilitation)
14 Benjamin Road, Waterloo
16 minute drive to hospital (view map)
45 Benjamin Road, Waterloo
16 minute drive to hospital (view map)
|Radisson Hotel Kitchener (close to Highway 8 exit)
2960 King St. E. Kitchener
8 minute drive to hospital (view map)
|Victoria Place Retirement Residence (Queen St. & Victoria St.)
290 Queen St. South, Kitchener
3 minute drive to hospital (view map)
|The Walper Hotel
20 Queen St. South, Kitchener
4 minute drive to hospital (view map)