Visitor information


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 Communications Department at 519-749-6578, ext. 1501.

Multi Year Accessibility Work Plan 2018

Accessible Parking

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.

IMG_6801 for website

Parking Rates

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.

NEW – effective October 1, discounted, multi-day passes can be purchased at the window marked Information and Bill Payment in the main lobby. They are priced at 50 per cent off the 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.

Multi-day passes:

  • 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: $3.00
  • Daily maximum: $12.00
  • 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:

Kailagh Lever
Parking and Security Coordinator
519-749-6578, ext. 6402

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
    • Chapel
  • St. Mary’s General Hospital Cardiac Rehabilitation
    50 Bathurst Dr. Unit #1, Waterloo
    Main entrance (no button at the door, assistance required)
  • St. Mary’s General Hospital Wellness Centre
    1-41 River Rd. East, Kitchener
    Main entrance
  • Waterloo Region Sexual Assault/Domestic Violence Treatment Centre
    400 Queen St. South, Kitchener
    Main entrance

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.

Interpretation Services

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. Alternatively, St. Mary’s General Hospital have bi/multilingual staff on site that can sometimes assist with translation. If our staff is unavailable, we will contact one of our two translation services which will assist you.

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.

Patient Escorts

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.

Service Animals

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).

Contact us

If you have any questions or concerns about accessibility at St. Mary’s General Hospital, please contact Anne Kelly, Interim Communications Manager at (519)749-6578, ext. 1501 or email

Visiting Hours

Regular visiting hours are from 7:30 a.m. to 8:30 p.m. however, admitted patients are now able to have visits from designated family and other partners in care up to 24 hours a day. While the hospital is accessible 24 hours a day, the optimal visiting times for patients are a collaboration between a patient’s preference, condition and care needs.

To ensure safe and coordinated visiting, the process for visiting St. Mary’s from 8:30 p.m. to 5:30 a.m. is as follows:

  • Visitors must have patient consent and be respectful of roommates
  • Visitors enter through the Emergency Department and check in with the Security office
  • Once checked in, Security will notify the clinical area for patient consent
  • Security will escort the visitor(s) to the elevators
  • Security can be requested to escort the visitor(s) from clinical areas to the exit after hours.

Rest is an important part of the healing process. We ask that visitors respect the patient rest period of 12:30 p.m. to 2:00 p.m. and refrain from visiting during this time.

Visitors are also asked to:

  • Comply with the two-visitor-per patient policy
  • Check in with the nursing station the first time they visit the patient to learn about any specific restrictions
  • Be aware that additional visitor restrictions are put in place during outbreaks to prevent illness from spreading
  • Refrain from visiting when they are sick
  • Clean their hands on entering and exiting the unit
  • Respect St. Mary’s scent free policy and refrain from wearing scented products
  • Be respectful of other patients and their families in shared rooms and elsewhere
  • Note that for security reasons, the main entrance door is locked from 9:00 p.m. until 5:30 a.m. daily. During this period, visitors will need to follow the above instructions to access patient areas other than the emergency department.

Wireless/Internet Access

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.

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.


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.

Hotel and Other Accommodation

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.

Where to 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 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 8:00 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.


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:

  • Eucalyptus
  • Freesias
  • Hyacinths
  • Lavenders
  • Lilacs
  • Lilies
  • Peonies
  • Poinsettias
  • Roses

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.

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, here are two resources:

St. Mary’s Counselling Service provides free, confidential individual and group support, and up to 10 weeks of free nicotine replacement therapy for those who qualify. Call 519-745-2585, ext. 232.

Smokers’ Helpline offers help by phone 1-877-513-5333 or online at

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.

Fire Protection

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. St. Mary’s staff are trained to respond to emergency situations and will instruct patients in the event of a real emergency. Fire exists are also clearly marked throughout the hospital. If you have questions about fire safety procedures during your stay, please ask a member of your care team for more information.