Patients | Cambridge Memorial Hospital

Patient Information

Our goal is to do everything possible to make your stay comfortable. We consider

you, the patient, to be an important part of the health care team.

happy-man-in-wheelchair-being-pushed-by-doctor-at-hospital

How to Order Patient Meals (CBORD)

Health Records

Transportation to hospital

Parking

Maps

Pay your Bill

Our goal is to do everything possible to make your stay comfortable. We consider you, the patient, to be an important part of the health care team. You are encouraged to take an active role in your care so to make your stay as pleasant as possible. If there is information you cannot find on this website, please email your suggestion to improve the site. If you have a question when you visit, ask one of our friendly volunteers, staff and clinicians who will be more than happy to assist you..

Please read our commitments to patient-centred care through the Waterloo Wellington Patient Declaration of Values.

Your Guide to CMH

In this guide, you will find a map and useful information about the hospital. This guide was developed by the Patient & Family Advisory Council and highlights some of the information found on this page. Download.

Know your Options

The "Know Your Options" website for Waterloo Wellington contains useful information about when and where to seek care. It is updated frequently and lists many health care options to consider when there is a need. Visit site.

The hospital is open 24/7 for patient care. Emergency Services, surgeries, cancer treatments and other acute care and diagnostic services are offered at Cambridge Memorial Hospital.

Due to infection control, the hospital may have policies in place to protect you, visitors and our staff. Please ensure you follow guidelines that help to control infections and keep the hospital open for our community. At all times, call the hospital before your appointment if you are not feeling well.

CMH is a scent-free environment. Please refrain from wearing scented products as it can trigger asthma and allergic reactions in people. Do not bring flowers or other scented products into hospital.

All Hospital staff must wear photo ID badges that designate title and program.

Helpful Tips

Parking: When booking your visit, ask the booking clerk which parking lot is best for your appointment.. The hospital has two (2) visitor parking lots, called Visitor Lot #2 and Visitor Lot #4. Please note that due to current construction, parking may at times be full.
Entrance: If parking in Lot #2, it is best and closest to access the hospital from the Main Entrance and Emergency. If parking in Lot #4, you can access the hospital through the C entrance and the D entrance. The latter two entrances have large letters (i.e., "C" and "D") on the side of the building. You can also access Wing B through the Patient Pick-Up & Drop-Off door.
Masks: At every entrance, you can get a hospital-grade surgical mask through a mask dispenser. Depending on your symptoms, you may be asked to wear a mask during your stay at CMH. Kindly clean your hands before putting on the mask and after taking off the mask.

The patient registration process is an important first step to receiving an exceptional care experience at our hospital. Key functions of Patient Registration include accurate patient identification, confirming the name of your family physician, adding your next of kin and the name of the person to contact in an emergency when we cannot reach your next of kin. Information that we collect from you is used to create your health information record and your armband. This information is used for your care and is shared within the circle of care. Click here to learn more about 'circle of care.'

We are open Monday to Friday from 6:00 am to 5:00 pm and closed weekends and all statutory holidays including Remembrance Day. All patients need to be registered before 4:45 pm. Registration and all Clinics are closed on Remembrance Day.

Important: Patients needing tests before their surgery AND do not have a scheduled appointment should arrive to Patient Registration between 8:30 a.m. and 2:30 p.m.

We are conveniently located by the Main Entrance, to the right (opposite of the Information Desk) just off the Main Lobby of Wing A

When you arrive, show your health card to our friendly volunteer. If the volunteer is not available, sign in at the reception desk with your first name only and provide the name of the physician treating you.

Please have a seat in our waiting area and your name will be called when it is your turn to get registered. The following list is information that will be asked of you by our registration clerks. To help make your registration go smoothly, have all your forms completed (if given prior) and bring the following:

Your Ontario Health Insurance (OHIP) card ; or your provincial health card
Names and telephone numbers of your next of kin and emergency contact
Surgeon's name or attending physician
Family doctor's name
A list of all the medications you are taking - Many pharmacies will print this list for you.
Secondary insurance and type of room coverage you want if staying over night- e.g., semi-private, private (if you have insurance or wish to pay out of pocket). Ward rooms are covered under OHIP.
Completed forms (if required by your Surgeon)

Once registered, you will be given an arm band to wear that will include your name, date of birth and unique identifier. Your record will be given to you to take to your appointment. Once registered, we will provide you with directions to the location of your appointment.

Tip: Review your extended health insurance coverage with your provider before you register with us to ensure coverage for services such as semi-private or private accommodations for inpatient services. Also ensure that you are aware of procedures or equipment that are not covered by OHIP. Please also note you may be required to pay for uninsured procedures or equipment before you have your appointment.

We register patients for the following clinics:

Fracture Clinic
Urology Clinic
Unscheduled Pre-Operative tests (8:30 a.m. to 2:30 p.m.)
Paediatric Pre-op Appointments
Infection Prevention and Control
RhoGam Clinic
Liver Clinic
Neurology
Internal Medicine
Infection Control
Joint Clinic (Hips and Knees)

If the clinic you are visiting is not listed, you will register through that clinic's booking clerk.

We register patients for the following surgical services:

Same day surgery (Adult and Pediatric)
Surgical Admission (Adult and Pediatric)
Caesarian Section (6 am scheduled for Birthing room)
Pain Management (when additional resources are required)
Minor Procedures
Cardioversion
Endoscopy
Electroconvulsive Treatment
Check-in for surgical admission

Be aware, be informed and be involved.

Learn about your health condition and how it may be treated. You have the right to help plan your care. Discuss treatment options with your caregivers to decide what care you want to receive. You always have the right to refuse treatment.

We invite you to partner with us to help ensure your care is safe. Please let us know if you have a safety concern by contacting the Patient Relations Office at 519-621-2333 ext. 2360.

Patient Safety helps prevent injury, errors, and the spread of germs. You can help create a safe environment in the hospital by working with your caregivers. The following information will help you prepare for your visit at Cambridge Memorial Hospital.

Be an active member of your health care team. Take part in every decision about your care. Clearly understand your health condition. Tell your health care team about your past illnesses and current health condition. Tell caregivers if you are allergic to any drugs or foods, or have any other allergies.
Write down your questions, to help you remember. Ask questions of your caregiver so you can make informed choices about the treatments that are best for you. Ask for an interpreter to help you understand.
Tell your caregiver, if you do not understand something, or feel uncomfortable about your care

Wash your hands often. Good handwashing will help prevent the spread of germs. Wash your hands often, especially after you have gone to the bathroom and before you eat. Remind caregivers to wash their hands or wear gloves when they care for you, if needed.
Do not allow sick people to visit. Ask friends and family with colds or other infections not to visit. You may be on isolation precautions. These are rules that must be kept to help keep disease from spreading. For example, everyone may have to wear gloves, masks, and gowns while they are in your hospital room. You may also need to wear a mask.
Help keep your environment clean. Let caregivers know if your bedding, gown, or other linens are soiled

Wear safe clothing. Wear slippers with rubber soles. Ask your nurse for a pair of anti-slip socks. Wear robes and pajamas that do not drag on the floor. Ask for help dressing or undressing and assistance to the washroom if you need it.
Ask for help when you get out of bed. The most common cause of falls in the hospital is when a person gets out of bed without help. If you are not able to get out of bed by yourself, use the call button. This will call a caregiver to help you get out of bed safely. Try to keep your bedside clear of clutter. Have a clear path to the bathroom. Ask for help walking with an IV pole or other equipment. Have someone stay near you if you are weak, sleepy, or cannot see well.

It is important your health care team is aware of all the medications you take. Bring your medications with you, either in their original containers or an up to date list. Your doctor or pharmacist can help you make the list.
Always wear your identification (ID) band. Make sure all the information on your ID band is correct before you put it on. Do not remove your ID band, even if it feels uncomfortable. Ask your caregiver to loosen the band or make it more comfortable while you are in the hospital.
Ask caregivers about your medicines. Ask your caregiver about each medicine every time it is offered to you. Ask what it is, and why it is ordered for you. Learn when you should be given each medicine, and the color and shape of each pill. If a caregiver offers you a medicine that you do not know about, ask about it before you take it.
Do not take other medicines without asking your caregiver first. Do not bring in medicines from home unless your caregiver asks you to. These include other prescriptions, over-the-counter drugs, vitamins, herbs, or food supplements.
Tell caregivers if you think there are problems with the medicine you are taking. Tell your caregivers if you think a medicine is not helping or is causing side effects. Tell caregivers right away if you think you are having an allergic reaction to a medicine. Signs and symptoms of an allergic reaction include itching or hives, and swelling in your face or hands. You may also have swelling or tingling in your mouth or throat, chest tightness, and trouble breathing.

Talk to your caregiver about your treatments. Ask why the treatment is being given, how you can help, and what to expect after it is over. You can help caregivers know if there are problems during or after the treatment. If you have tubes or dressings, tell caregivers if they become loose or wet. Caregivers will check if IV tubes, catheters, or other tubes are still in the right place. They may need to change a loose or wet dressing, or replace a tube or drain.
Read and understand all consent forms for treatments before you sign them. Ask caregivers for more information about your treatment, procedure, or surgery if you need it. There also may be handouts available for you to read or videos for you to see.
If possible, have someone else with you when treatments are explained to you. Another person may hear or understand information differently than you do. They may also have other questions to ask.

When you become stronger, you may want to walk about. When you do, it is best to speak to a member of your care team about the equipment you might use.

Wheelchair. Make sure the wheels on your wheelchair are locked before you sit in it or get up.
Bed - Ensure the bed wheels are locked to keep the bed from sliding while you get in or out. If you cannot do this, ask a member of your care team to check for you.
Monitoring equipment. A member of your care team can inform you of the equipment attached to you and let you know how it should work. Ask about equipment alarms and what you should do if the alarm sounds. Your caregiver can show you what can be touched without harming yourself or the equipment.

Clearly understand all discharge instructions. When you are preparing for discharge, ask as many questions as you need to understand how to care for yourself at home. Write this information down and share with other health care providers. Ask for a telephone number for someone you can call with questions, or to get help. Ask when you can resume normal activities, return to work and when any follow up appointments are scheduled.
Get prescriptions filled as soon as possible. Arrange to have family members or friends help you if you cannot get the prescriptions yourself. Know what each medicine is for, how much to take, and how often you should take it. Ask for written information about your medicine. Ask your pharmacist for a medicine measuring spoon if you need to take liquid medicine. Do not use a kitchen spoon to measure liquid medicines.

The Cambridge Memorial Hospital Infection Prevention and Control team is committed to provide leadership, education, to share knowledge and information with our patients, staff and community to promote and facilitate best practices in Infection Prevention and Control for a safe and healthy environment.

CMH employs a special monitoring program to seek out antibiotic-resistant bacteria. If you have stayed overnight in a hospital or nursing home in the past year, you may be asked to provide some specimens to send to the lab.
Wash your hands frequently to protect yourself and others from Infection Prevention & Control germs.
It is important to receive annual influenza vaccination to protect you and your family from serious illness related to influenza infection.

Kindly note that CMH has a no scent policy. Please refrain from using or wearing perfumes, scented deodorants and scented products before coming to hospital.

Please carefully read the sections below. The hospital is not responsible for lost, misplaced and stolen items.

Please bring any personal assistive devices that you require for your appointment or stay at hospital. This may include any communication or mobility device you many need like a walker, hearing aid, etc.

On the day of your admission, please bring:

Your health card: Please remember to bring your Health Card to each appointment.

Medications: A list of all your medications, doses and times when they are to be taken

Insurance: Private Insurance information if you have extra coverage

Directives: Your advanced directives, if you have one written

Bag: A bag to hold your clothing

Slippers: Slippers that fit well and are non-slip

A denture cup: for dentures

Sanitary products: if you are having gynecological surgery

"Puffers" and Nitro spray

Diapers: and baby supplies if you are having a baby

Any items not listed that are requested by your care team

If you are staying in hospital overnight, please also bring:

Personal toiletries: I.e. toothbrush, toothpaste, comb, brush, feminine hygiene products, shaving supplies, facial tissue, soap, shampoo.
Eyeglasses: Contact lenses hearing aids and other aids such as walkers if you need them
Housecoat: And your own pillow if you wish
Medications: The medicine you take in their original containers for the nurse to assess. Medicine provided by the hospital will be sent home with your loved one.
Bag: An overnight bag with your name on it and is large enough to hold the above items plus the clothes you are wearing the day of admission.

What not to bring:

Any electrical equipment that requires plugging in (exception: medical devices like your PAP device)
Personal items
Large sums of money
Credit cards
Valuables such as rings, earrings

Rooms with Additional Privacy

To enhance your hospital experience, we offer a Preferred Accommodation Program which includes a private or semi-private room.These rooms offer additional privacy and convenience.

Our current rates are:

Private: $275/day
Semi-Private: $235/day

When you arrive at the hospital, the Registration Clerk will ask you to verify your extended health insurance information. We recommend that you review your insurance coverage with your Provider prior to visiting the hospital to ensure that you are covered for semi-private or private accommodations. Prior to admission you will be asked if you would like a semi-private or private room and you will be asked to sign a Preferred Accommodation acknowledgement form. This form allows the hospital to bill your insurance company on your behalf and acknowledges that you understand that you are responsible for any charges that are not covered by insurance. Please read the form carefully before signing.

CMH's team of experts will guide you through your stay - whether you are having an inpatient or outpatient procedure or require a pre-admission appointment. Learn more about preparing for your surgery at our hospital by visiting the pages listed below.

For more information about our Surgical Services program, please visit: https://www.cmh.org/services/surgical-services

At Cambridge Memorial Hospital, we take pride in providing exceptional patient care. Should you have a question or concern regarding your experience, we would be happy to address this with you. Feedback from patients and families is shared with those involved in your care. With your permission, your hospital experience can also be shared with the community.

The Patient Experience Office at Cambridge Memorial Hospital is here to support you! We will ensure your voice is heard and welcome your comments, complaints, and suggestions. We are available to answer questions and help resolve any concerns you may have. Listening to patients and their families is the best way to improve the care and services we provide. We have an impartial process to investigate, resolve and record complaints and recommend improvements based on the feedback we receive. Complaints will be responded to in a confidential, respectful and timely manner. Please be assured that raising a concern will not negatively impact the care you or your loved one receive.

We encourage you to share any concerns directly with your healthcare team as soon as possible. You may also speak with the social worker, chaplain, charge nurse, or clinical manager.

If you feel your feedback requires further attention please contact Patient Experience Team members Heather Elliott or Alexandria Omollo:

519 621 2330 extension 2360
patientrelations@cmh.org

Your Opinion Counts

We value your opinion and provide comment cards throughout the hospital for you to complete and drop in the collection boxes. You may also receive a more in-depth patient satisfaction survey by email after discharge. These surveys are anonymous and are administered by an external company that sends the report to the hospital.

We also invite patients and family members to consider joining the Patient & Family Advisory Council (PFAC). Made up of community members, patients and/or caregivers, and those with diverse experiences, PFAC provide feedback and input on CMH services, policies, and programs. Make an impact in your community. Visit the Patient and Family Advisor Role page for more information.

Contact Patient Experience Office directly at patientrelations@cmh.org or call ext. 2360 if you would like to speak to someone personally.

Spiritual Care offers spiritual and religious support for patients, families, friends and staff at CMH.

Anyone is welcome to speak with the Spiritual Care Coordinator (SCC). The SCC and chaplains also make visits to offer spiritual care to those who wish.

In addition, the SCC can contact community clergy and faith group leaders on behalf of the patient or family member.

Patricia Jackson, Spiritual Care Coordinator

519-621-2333 ext. 2424

The Sanctuary
CMH's Sanctuary is available for private prayer, meditation and quiet time. It is always open and is located in Wing A, Level 0.

On-Call Chaplaincy Service
The Chaplaincy Service is available to people of all faiths 24 hours a day, seven days a week by request, for the purpose of an acute spiritual care need. If the need is urgent for spiritual care please contact switchboard (0) at CMH for the on-call spiritual care provider.

Hospital Memorial Services
Three times per year CMH honors the memory of those people who have died in our hospital.

Spiritual Care Volunteers
These volunteers are recommended to CMH by their Spiritual Faith Group Leader and they visit patients who are of their own faith group. Click for more information.

CMH offers the Provincial “Home at Last“ Support Program
If you are 55 years and older, CMH may refer you to the 'Home at Last' service to help you settle at home once you are discharged from hospital. Click here to learn more about this program.

Discharge Time

You will be discharged when you no longer need to receive inpatient care and can safely go home. Or, you may be discharged to another type of facility that can provide the level of care you need. At CMH, we work closely with Home and Community Care Support Services Waterloo Wellington to ensure you have the information and the care you will need after you leave the hospital.

The standard discharge time is 1000h (10:00 a.m.). Your nurse will provide discharge instructions and information regarding your next doctor's appointment.

If you have questions about your discharge, please speak with your nurse.

Discharge from Day Surgery

For your safety, you must arrange for a responsible adult to pick you up from Surgical Day Care and accompany you home. They should stay with you overnight or at least be available to call, in case there is a need or an Emergency. If you do not have someone who is able to do this for you, your surgery may be rescheduled to a later date so that you can make these arrangements. Please leave this person's contact information for staff to call when you are ready to go home.

Post-surgery instructions will be sent home with you. We will call you the day after your surgery to see how you are doing and to check if you have any questions about your post-surgery instructions. If you do not want us to call you after your surgery, please inform your nurse before you leave the hospital on the day of your surgery.

Discharge from Overnight Stays

You will be informed about your approximate length of stay during your pre-surgery visit on when you are admitted to hospital. You should have a family member prepared to pick you up no later than 10:00 a.m. on your day of discharge. Your nurse will provide you with information on how to care for yourself and information about your next doctor's appointment.

Tim Hortons

Cambridge Memorial Hospital Volunteer Association (CMHVA) operates a full-service Tim Hortons franchise, It offers an assortment of sandwiches, soups and snacks. It is located in Wing A, Level 0 by cafeteria. Tim Hortons is open from 6:30 a.m. to 8:00 p.m., Monday to Friday, and from 9 a.m. to 5:00 p.m. on weekends. Times may vary and the restaurant will be closed on holidays. Profits from this franchise are donated to the hospital to purchase medical equipment and supplies.

Vending Machines

You can get snacks from vending machines located throughout the hospital. There is also a KitchenMate vending machine that dispenses fresh cold and hot foods:

Emergency Department, Wing A, Level 1
Elevator Lobby, Wing A, Level 0 - includes the KitchenMate vending machine
Elevator lobby, Wing C Level 0
Elevator lobby, Wing C, Level 3
Elevator lobby by Medical Day Care, Wing D, Level 1

The Gift Shop is owned by the CMH Volunteer Association (CMHVA) and is operated by dedicated volunteers. The Gift Shop carries many different items like toiletries, baby needs, clothing, assorted gifts and some snacks.

Located in Wing A, Level 1 off the Main Lobby, it is open Monday to Friday 8:00 a.m. to 4:00 p.m. and 9:00 am to 3:00 p.m. on Saturday and Sunday. All proceeds from the Gift Shop go to purchasing medical equipment and supplies for the hospital.

ATM Machines

For your convenience, there are two banking machines. One is located in the Main Lobby (Wing A, Level 1) and the other is located in the Wing C elevator lobby on Level 1 by Switchboard.

Device Charging Options

JOOS Power Bank Mobile Chargers offers patients, visitors, and staff the option to rent and return a portable power bank. The power banks are equipped with cables compatible with many devices. They will allow you to move freely and unrestricted throughout your care journey with us. Using a JOOS Power Bank will also help support the security of your devices so they are not left behind or unattended as you move through the hospital.

JOOS Power Bank Mobile Charger vending machines are located in the Emergency Department waiting room and Wing A, Level 1, Cafeteria. The cost to rent a JOOS Power Bank is $4.00 + HST for the first hour and $7.00 + HST for the day. If not returned after three (3) days, a $50.00 charge will be applied to your credit card and the power bank is yours to keep.

Note: All JOOS Power Bank rentals are subject to a $35 pre-authorization fee. Once the power bank has been returned, the pre-authorization is released on your account by your bank. Depending on the bank's processes, this can take up to five (5) days to show on your account.

If you have questions about the machines and rentals, please email patientrelations@cmh.org.

Cambridge Memorial Hospital is a smoke-free and vape-free facility. Smoking and vaping tobacco, cannabis and other products are not allowed on hospital property. You may smoke or vape on the public sidewalk along Coronation Blvd.

If you are admitted to hospital and cannot leave your room, discuss with your care team some alternatives to smoking and vaping that may be available for you.

Laundry

Sheets and pillowcases will be changed every five days or when soiled. Fresh towels and face clothes will be provided daily. You may bring your own pillow and blanket from home, if you wish.

Mail

We will post mail for you. Stamps can be purchased in the Gift Shop in Wing A, Level 1.

WiFi Service (in lieu of TV and phone services)

Stay connected to your world with free WiFi. Simply connect to CMH_Hotspot.

The hospital no longer offers TV and Phone Rental Services: Enhanced WiFi services has been made available for patients and visitors to use on their personal devices during their visit/stay. If you do not have a device, please contact Patient Relations with a request. Please note that there are a limited number of loaner devices, we are unable to guarantee that one will be available at the time of your request.

If you do need to make a phone call and do not have access to a device, please let your care provider know and they will assist you.

CMH Security is available 24/7and can be reached by dialing 1316 from any hospital phone.

The Security Office is located in Wing A, by the Emergency Entrance.

Security Services provides back-up to parking questions and concerns after-hours, weekends and holidays when the Parking Office is closed. Furthermore, it also enforces parking regulations to maintain pedestrian safety on both the roadways and parking lots.

For cars that are illegally parked, Security may issue a parking ticket on behalf of the City of Cambridge in accordance to current by-laws. Kindly note that once a ticket is issued, it cannot be reversed - you will need to speak with the City Of Cambridge's Parking Enforcement.

If you have any questions regarding security or parking (after hours, weekends and holidays) contact Security Services at (519) 621-2333 ext. 1316 or by security@cmh.org.

Tim Hortons

Cambridge Memorial Hospital Volunteer Association (CMHVA) operates a full-service Tim Hortons franchise, It offers an assortment of sandwiches, soups and snacks. It is located in Wing A, Level 0 by cafeteria. Tim Hortons is open from 6:30 a.m. to 8:00 p.m., Monday to Friday, and from 9 a.m. to 5:00 p.m. on weekends. Times may vary and the restaurant will be closed on holidays. Profits from this franchise are donated to the hospital to purchase medical equipment and supplies.

Vending Machines

You can get snacks from vending machines located throughout the hospital. There is also a KitchenMate vending machine that dispenses fresh cold and hot foods:

Emergency Department, Wing A, Level 1
Elevator Lobby, Wing A, Level 0 - includes the KitchenMate vending machine
Elevator lobby, Wing C Level 0
Elevator lobby, Wing C, Level 3
Elevator lobby by Medical Day Care, Wing D, Level 1