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FAQ

Is my medical condition and treatment kept confidential?

Your hospital medical record starts at the time of registration and documents the course of your care while in the Hospital. The information contained in the record is privileged and confidential. 

What can I do to prevent getting an infection while I'm in the hospital?

Preventing the spread of germs in the hospital is very important. If your immune system is weakened or if you have just had surgery, you are at greater risk of developing an infection. The best way to prevent the spread of germs is by washing hands with soap and water or an alcohol-based gel.

You should wash your hands:

• After using the toilet or changing a diaper;
• After blowing your nose, coughing or sneezing;
• Before eating;
• After touching wounds;
• When your hands are dirty.

How to wash your hands:

• If your hands are not visibly dirty, please use the alcohol-based gel. Rub a small amount all over your hands until dry. Do not rinse.
• Otherwise, wet hands under running water and, using soap, wash all surfaces thoroughly for 10 to 15 seconds. Rinse well and dry your hands well with a paper towel.

How can I provide feedback about my hospital stay?

As part of its quality improvement programme, The Ottawa Hospital has implemented a comment card system to obtain ongoing feedback from patients. It is a good opportunity for you, the patient, to reflect on your stay at The Ottawa Hospital. Please ask your nurse for your confidential questionnaire which will assist us in improving the quality of care.Your comments are important and help us do things better.

What language(s) are spoken by the staff at The Ottawa Hospital?

The Ottawa Hospital is a bilingual (English and French) institution and we will, whenever possible, communicate with you and your family in the language you feel most comfortable with. The Ottawa Hospital endeavours to provide cultural (language) interpretation for patients who do not understand either English or French, and sign language interpretation for patients who are deaf, deafened, or hard of hearing. 

Is there a rabbi, priest or other spiritual care person who I (or my family) can call if we wish?

Hospital Chaplains provide spiritual care for patients, their families and staff. They offer spiritual counseling, emotional support and resources for addressing ethical and religious concerns. Spiritual care is a source of strength and healing when facing difficult situations. You or your family may call Spiritual Care Services to have a chaplain visit you. Your nurse will help you to arrange to see a chaplain. Each campus has a chapel that is open for times of prayer and meditation. A schedule of worship and religious services is also available from Spiritual Care Services. 

What support is available to someone diagnosed with a terminal illness? 

Palliative Care support is available to patients who have been diagnosed with a terminal illness. The Palliative Care team consists of physicians, nurses, social workers and other health care professionals. Together, they provide physical, emotional and spiritual support for palliative patients and their families.

I have a concern (compliment or complaint) about my care? Who do I talk to or how can I communicate this concern?

Patient Relations Coordinators receive, investigate and follow up on concerns, complaints or compliments patients and family may have about their care. If you have any concerns about your care that the manager of the area has been unable to resolve, the coordinators would be pleased to assist  you. You can reach us at 613-798-5555 ext. 13377.

The care I received has been wonderful and I would like to make a donation to the hospital. How do I do this?

Community support makes the difference between adequate and excellent healthcare. Much of the good care you receive during your hospital stay is enhanced through contributions made to The Ottawa Hospital Foundation. If you would like to say "Thank You" in a tangible and meaningful way, please call the Foundation at 613-798-5555, ext. 14295 or donate online at www.ohfoundation.ca/.

How do I get a telephone in my room? 

Telephones are available for rental at a reasonable rate. The Admitting Department will arrange for this service either when you come into the hospital or at any time during your stay. A service representative will come to your room to collect payment (cash or credit card). Please do not use the nursing station as a message centre; nursing time must be devoted to patient care. 

Can I use my cell phone instead of renting a telephone? 

No. Cell phones must be completely turned off while in the hospital, as they can interfere with the proper functioning of medical equipment.

How do I arrange for a television in my room?

Watching television is a convenient way to pass the time during your hospital stay. Each personal-sized television is mounted on a positioning arm and is designed not to interfere with other patients. Each set must be used with earphones to ensure minimum disturbance for other patients. As part of the admitting process, you will be asked if you'd like this service. A rental fee must be paid before the TV can be connected. A service representative will come to your room to collect payment (cash or credit card). Televisions with closed captioning for the hearing-impaired are also available. Televisions are also available in patient lounges. The hospital offers two free patient education channels: Health TV and The Parent Channel.

I have family or friends who are coming to Ottawa to support me during my hospital stay. Where can they stay that is convenient but not too expensive? 

The Interns' Residence at the Civic Campus is convenient and affordable (there is a free, regularly-scheduled shuttle bus that runs between all three campuses from 7:00 a.m. to 6:20 p.m.) For more information or to make a reservation, call 613-761-5434 between 8:00 a.m. and 4:00 p.m., Monday to Friday (excluding holidays). After hours, call 613-761-4221. You can also check the Travel Guide section at the OttawaKiosk web site where you will find listings for Inns, Bed and Breakfast establishments, motels and hotels.

Can I receive or send mail while I'm in the hospital?

Mail is delivered directly to your unit. At the Civic Campus, there is a mailbox for outgoing mail in the newspaper outlet on Main Street located on the hospital's Main Floor. Stamps are sold in the Paper Place Shop, also located on Main Street. At the General Campus, a mailbox for outgoing mail is located in the main lobby across from the Information Desk. Stamps are sold on the first level at the Health Sciences Bookstore. Please write your home address as your return address on all outgoing mail.

How do I send flowers or a card to a friend who is in the hospital?

Mail or flowers are delivered directly to a patient's room. Remember to write the patient's name and room number, in addition to the postal address of the hospital, on the envelope or delivery notice. Don't forget, we have lovely gifts and flowers available from shops run by our Volunteers on both campuses. If you aren't sure about the campus or room number, call us at 613-722-7000 and we'll check for you. 

Patient Name - Room #
The Ottawa Hospital - Civic Campus 
1053 Carling Avenue 
Ottawa, Ontario K1Y 4E9

Patient Name - Room #
The Ottawa Hospital - General Campus 
501 Smyth Road 
Ottawa, Ontario K1H 8L6