The Emergency Departments are experiencing high volumes of patients who need care. Please be prepared to wait. The most serious cases are treated first.
Not all health concerns need emergency care. You can also book a virtual visit or go to an urgent care clinic for these concerns. For life-threatening symptoms, call 911 or go to the nearest hospital.
Thank you for your patience.
Outstanding care that’s personal, seamless, and reimagined.
Our team at Waterloo Regional Health Network (WRHN) strives to provide the best care and experience, close to home. They are here to support patients, care partners, and loved ones during every step of their stay and beyond.
Learn more about your room options while staying at WRHN.
There are different room options available to help make your stay more comfortable. Some are covered by provincial health insurance (Ontario Health Insurance Plan, or OHIP) while others are available at an extra cost:
| Type of room | People per room | Cost* |
|---|---|---|
| Ward | Up to four | Cost is covered for Ontario residents with valid OHIP |
| Semi-Private | Two | $300 per day |
| Private | One | $350 per day |
| *Please note rates are subject to change. | ||
If you choose a semi-private or private room, you can pay WRHN directly or use health insurance if you have it. Contact your insurance provider if you are not sure what your plan covers. It is your responsibility to check if your insurance will pay for the room you would like.
The team will do their best to give you the type of room you ask for, but sometimes there may not be one available. If we give you:
You will fill out a form to tell your healthcare team what type of room you would like. You can bring it to patient registration on your next visit.
If you feel comfortable, you can also choose to email the form to us. However, WRHN does not encourage sending personal information by email. They are not completely secure.
If you email your form, please include the date and location of your surgery in the subject line if you know them.
If you have questions or need help choosing or changing your room, our team is here to help:
If you have questions about the costs, contact the Patient Accounts Team.
When you stay at our hospital, you can ask for the type of room you want (ward, semi-private, private). All patients with the Ontario Health Insurance Plan (OHIP) can stay in a standard wardroom at no cost.
We will give you a Preferred Accommodation Request Form and Billing Consent Form. This tells us what room you would like, and your health insurance, if any. It is your responsibility to know your insurance coverage.
Your room choice is not guaranteed. We do our best to place you in the room you want. Hospital beds are assigned based on medical necessity and bed availability. If the type of room you want is not available or suitable, you will be placed in the most appropriate room or bed space.
If you decide to change your room type during your stay, please tell a member of your care team. You will need to update your insurance information before changing rooms.
Room cost is billed for each day you stay. The first inpatient day begins at the time of admission until 11:59 p.m. that day.
If you do not have private insurance you will be billed for your hospital stay.
If your insurance plan does not cover the full cost of your room, you will be billed for the portion they do not cover.
If you have private insurance, the hospital will send them a bill monthly, or when you leave the hospital if your stay is less than 30 days.
| Room Type Requested | Room Type Received | Cost |
|---|---|---|
| Ward | Semi-private or private | No charge |
| Semi-private or private | Ward | No charge |
| Semi-private | Private | For a semi-private room |
| Private | Semi-private | For a semi-private room |
If you have other health insurance, the hospital will send the invoice to your insurance plan. This could be health insurance through a different Canadian Province or Territory, for example.
If you do not have valid insurance or are not from Canada, you will be required to pay when you arrive. Our team will review this process with you when you are admitted.
If you have questions, please contact the Patient Accounts Team:
Phone: 519-749-4300, ext. 2352 or 2604
Email: [email protected]
Phone: 519-749-6660
Email: [email protected]
Phone: 519-749-4300, ext. 7082 or 2604
Email: [email protected]
Our team knows care goes beyond medical treatment.
That’s why our support services help meet the physical, emotional, and practical needs of patients, families, and visitors across every part of WRHN.
Whether you’re staying overnight or visiting a loved one, WRHN offers amenities to meet your needs. From entertainment to quiet spaces, we aim to help you feel more comfortable so you can focus on what matters most.
Bank machines/ATMs are available in the following places:
Patients, care partners, and loved ones are welcome to enjoy our courtyards and gardens when the weather is nice. WRHN has outdoor spaces for at many sites, including WRHN @ Midtown, WRHN @ Chicopee, and WRHN @ 52 Glasgow.
There are many entertainment services to enjoy at WRHN to help pass the time and bring moments of comfort during your stay or visit.
Patients visiting or staying at the Midtown and Queen’s Blvd. sites are encouraged to bring their own streaming device, like a laptop, smart phone, or tablet. You can use our free Wi-Fi network to watch your favourite movies and television shows on your streaming accounts while at WRHN.
In some hospital areas, WRHN offers patient televisions set up with streaming media players and Wi-Fi, so patients can connect to their accounts, like Netflix or Disney+. Free streaming services, like Pluto TV and CBC Gem, are also available. The Wi-Fi network and televisions are free to use. However, patients will need to set up and pay for their own accounts if they would like to use paid streaming services.
These televisions are available in patient rooms at the Chicopee site and in intensive care units A and B. All renal (kidney) care stations, except Pod D, also have free televisions that can be used during treatment. This includes the community renal care sites in Guelph and Palmerston.
Bedside televisions are available in most patient rooms at Queen’s Blvd. Patients and families can rent televisions services in one of three ways:
Television services are priced by the day. You can find the current costs by going to the Rent and Watch TV section of the home screen and selecting “Rent Beside TV Services.” If you need help with your television or have any questions or feedback, you can call LOC Medical at 1-800-263-1113.
Our food and shops at WRHN include cafeterias, coffee shops, gift shops, and public pharmacies for you to visit during your stay.
Staying connected with loved ones is important for our well-being.
That’s why WRHN provides free Wi-Fi internet for patients, families, and visitors. Follow the steps below to use our Wi-Fi networks:
Available at WRHN @ Midtown only.
If you need to charge your phone or tablet, you can rent or buy a portable charger, called a power bank. Joos power bank vending machines are available at WRHN @ Midtown in the following places:
Care at WRHN goes beyond trusted treatment close to home.
Our team also provides important services that go hand in hand with patient care. They are a key part of the way we meet each person’s physical, emotional, social, and practical needs — no matter what kind of care they are here for.
Allied health professionals are part of your care team and help support your recovery, comfort, and well-being. Depending on your needs, your care team could include:
These team members are specialists in different types of care – they can help you with things like moving safely, eating well, regaining strength, communicating, or adjusting to changes in your health. They help make sure you get the right support for your needs.
WRHN is committed to providing healthcare that is respectful, inclusive, and culturally safe for all. We believe everyone should have a fair chance to be as healthy as possible. That is why we are working to remove barriers to care and deliver health services in ways that meet each person’s unique needs.
WRHN is committed to supporting the health and wellness of Indigenous Peoples. Our team works closely with Indigenous communities and partners to continue to learn how to offer thoughtful care that meet their needs. Together, we are creating programs and spaces that support healing and respect Indigenous cultures, histories, and traditions.
The Infection Prevention and Control Team helps keep patients, families, and team members safe by reducing the spread of germs at WRHN. They monitor WRHN for infections and disease and provide education about common infections. The team also work with partners at WRHN and in the community to:
ensure the use personal protective equipment
To help keep patients safe, the team also regularly checks how care is being provided by using proven safety measures based on rules and standards set by the Ministry of Health and Long-Term Care, the Institute for Healthcare Improvement, the Canadian Institute for Health Information, and Accreditation Canada. WRHN regularly shares these results with Health Quality Ontario and the public.
Infection Prevention and Control is everyone’s responsibility. As a patient, care partner or visitor, you play an important role.
Laboratory services play an important role in diagnosing and monitoring health conditions by providing test results that guide your care. Our laboratory team at WRHN is made up of skilled medical laboratory technologists, medical laboratory assistants, pathologists, pathologists’ assistants, clinical consultants, and administrative team members.
While at WRHN, you may do blood tests, urine tests, or other lab work. These lab tests help your healthcare team understand what is happening in your body so they can plan the best care for you. Your healthcare team will explain the test and let you know if you need to do anything to prepare.
Laboratory services are only for patients at WRHN. If you have a lab test form from your doctor and are not a patient here, please visit a community lab.
Our state-of-the-art laboratory is fully licensed under the Laboratory and Specimen Collection Centre Licensing Act (LSCCLA) and proudly holds ISO 15189 Plus accreditation from Accreditation Canada Diagnostics. We are also a Choosing Wisely Canada-designated facility, underscoring our commitment to evidence-based testing and quality-driven care.
WRHN supports patients who request Medical Assistance in Dying (MAID).
MAID is a legal medical process that lets eligible adult patients safely end their life with help from a doctor or nurse practitioner. There are strict rules and steps to follow, set by the Government of Canada.
MAID is a plan of care developed after thoughtful consideration and many conversations between a patient and their care team. It is not an emergency service and can take days or weeks to arrange.
MAID is different from palliative care. Palliative care helps manage symptoms and supports patients, and their families, near the end of their lives. The focus is on comfort and quality of life until natural death.
MAID assessments and services are available to eligible adult patients who are admitted to WRHN. If you or a loved one has questions or wants to learn more, please speak to your doctor or a member of your healthcare team.
You can also learn more and find support using the following resources:
The Pharmacy Team at WRHN is an essential part of your care. Whether you are staying in the hospital or preparing to go home, our pharmacists and technicians work closely with you and your healthcare team to ensure your medicines are safe, effective, and right for you.
Our pharmacists carefully review all the medicines you receive during your stay at WRHN. They check to make sure each medicine is the right choice for your needs and help prevent unwanted side effects. Our pharmacy technicians support this process by safely preparing and delivering medicines to the healthcare team.
WRHN also offers community pharmacy services at the Midtown, Queen’s Blvd., and Chicopee sites. Open to patients, visitors, and community members, these pharmacies provide prescription services, expert advice, and trusted health support — all close to home.
Spiritual care practitioners work with everyone. Medical issues can impact a person’s sense of who they are and where they fit in the world. Spiritual care can help people rediscover their sense of meaning and peace. At WRHN, we have a well-rounded spiritual care program that supports the needs of patients, families, team members, and volunteers.
The Spiritual Care Team offers support to patients and loved ones during hospital stays. They can visit you in your room or meet with family members to provide comfort, offer prayer, help you make sense of things, or listen to and support you. The team can also help you plan a visit from your own spiritual leader or contact spiritual resources and faith communities outside of WRHN. You can ask a member of your care team to connect you with spiritual care.
Multifaith spaces are available at WRHN in the following places:
These spaces are open to all patients, visitors, and team members, 24 hours a day, seven days a week.
Please bring the following documents when you come for care:
You may also want to bring reading materials, your smartphone or tablet and charger, a small amount of money for food and parking, and a family member or care partner for support.
If you are staying overnight, you will need to bring additional items. Some examples include:
Planning to leave the Hospital is called discharge planning, and the day you will go home is called your discharge date. Once you are ready to leave WRHN, we will help ensure a smooth and timely discharge home for you.
As a part of the discharge process, your care team will also share resources and next steps with you to help you go home successfully. This may include prescriptions, follow-up appointment details, and who to call if you have questions. You can fill any prescriptions at our pharmacies before you leave. Learn more about our pharmacy locations and hours.
There is also support available through Ontario Health atHome. They connect patients with healthcare services in their homes and communities.
After you have been discharged, a friend or family member can pick you up. Share your discharge date and time with them, so they know when to arrive. If you do not have someone who can pick you up, your care team can help arrange for a taxi or transport service to take you home. You will be responsible for paying for these services.
WRHN is committed to making our services and sites accessible for everyone. Our team works hard to create spaces that are welcoming, free of barriers, and put people first. We treat everyone with dignity and respect.
If you have questions about accessibility at WRHN or need accommodations, please contact the Patient Experience Team at 519-749-4730 or [email protected].
It is rare, but sometimes unexpected problems may affect accessibility, such as repairs or service disruptions. If this happens, we will post a notice on our website. The notice will include details about the reason for the disruption, how long we expect it to last, and any other services or locations that may be available instead.
WRHN is dedicated to meeting the standards in the Accessibility for Ontarians with Disabilities Act (AODA).
Learn how we are working to meet these requirements:
If you have any questions or concerns, or to learn more about accessibility at WRHN, please contact the Patient Experience Team at 519-749-4730 or [email protected].
WRHN is committed to following the Waterloo Wellington Patient Declaration of Values.
This declaration is a statement created by the Patient and Family Advisory Committee of the former Local Health Integration Network, now called Ontario Health atHome. It helps you understand what to expect when you come for care.
The committee worked with 20 patient and family groups from the region, including members from all local hospitals, to make sure it reflected patient voices from local communities. You can find the full declaration below.
Patient-centred care that understands you are a whole person, treats you with compassion and respect, and includes your family and support system in your care.
A partnership with your care provider that shares responsibility and accountability with you, provides care and support to achieve your health goals, and considers all your health needs, connecting you to health and community services.
Communication that allows you to be heard in a safe and caring environment, provides clear health information that you can understand, and shares open and transparent information with you and your care teams.
Equitable care that puts your needs first regardless of your situation, eliminates barriers to receiving timely and safe services, and is free of prejudice, stigma, and judgment.
Continuous improvement in healthcare that provides you with access to the best quality of care, increases access to new innovative technology and treatments, and contributes to your confidence and trust in the health system.
Paying your hospital bill should be easy, and WRHN is here to help. You can pay online, over the phone, by mail, or in person — whatever works best for you.
