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.
Waterloo Regional Health Network (WRHN) fosters safe, welcoming, inclusive spaces for all.
When you come for care at WRHN, we may ask you to take part in our health equity survey. This new survey helps us learn more about the communities we serve. Your participation helps us provide better care and experiences for everyone.
The survey asks questions about your personal demographics. These are characteristics that describe a person and can include things like:
You can choose whether you want to take part in the survey or not. Any information you decide to share will be kept private and treated with respect.
WRHN collects this information to improve patient experience and care. It helps us better understand and serve the people who come to us for care.
The health equity survey helps us learn more about the communities we serve. It helps us understand the gaps and barriers people face to getting healthcare.
We use information from survey answers to guide the new services and support we create. Our goal is to offer resources that helps:
With your help, we can better understand the communities of Waterloo Wellington and provide the best possible care for all.
We know you might have questions about taking part in the health equity survey. The following are answers to some frequently asked questions. You can also email us at [email protected] for more information.
Yes. The Ontario Human Rights Code supports collecting this data to promote fairness and monitor discrimination.
No. You can choose whether you want to take part in the survey or not. Choosing not to participate will not impact your care.
It is up to you if you feel safe and comfortable enough to answer the questions. You can skip any questions that you do not want to answer.
Your survey answers will be added to your electronic health record. They will be available to the members of your care team at WRHN, now and in the future. Your care team may use your responses to provide care that respects your needs and background. Information from the survey will not be shared outside of WRHN.
All team members have access to online training on topics that include:
Medical imaging team members are also completing in-person training related to this project.
We will ask you these questions every two years to keep your information up to date. You can choose whether you want to take part in the survey or not. Please tell your care team if you do not want us to ask you these questions in the future.
WRHN is committed to providing respectful, person-centred care for every patient.
As part of this work, we are updating how we collect information about how patients identify. Our goal is to improve communication and patient experience.
Beginning in 2026, registration team members will ask all patients if they would like to add a chosen name, pronouns, or gender identity to their health record. Sharing this information is optional. You decide what to share with us. This information helps us address every patient correctly, respectfully, and in a way that reflects who they are.
The following resources can help you learn more about belonging:
Patients have been able to add a chosen name, pronouns, and gender identity to their health record for a long time. What’s new is that registration team members will now ask all patients about these options. This make sure this information is captured regularly. It also means patients do not have to bring it up themselves.
This information will be stored in your health record. It is used to help us address you correctly and respectfully. It supports inclusive, welcoming care and helps create a positive patient experience.
Responses are treated with the same level of confidentiality as all personal health information. This information is kept in your electronic health record. It will be available to all members of your care team.
You can update your record at any time. Just let our team know, and we will make the change.
It is okay if they are different from your health card. Team members will use your chosen name and pronouns during day-to-day care. Your legal name from your health card will only stay in our system for reference.
| Term | Definition | Importance |
|---|---|---|
| Gender identity | A person’s gender identity may be the same or different from their assigned sex at birth. It can be a person’s sense of being a woman, man, both, neither, or anywhere along the spectrum that is gender. | Social and cultural factors like gender influence access to care and how people experience illness or seek help. Understanding the differences between gender and sex can help healthcare providers give:
|
| Sex | Sex refers to biological attributes, such as anatomy and physiology. It is about biological traits, not personal identity. | Care teams may need to be aware of a person's sex at birth. It could affect:
But a person does not need to be called the pronouns connected with their sex at birth to give them safe care. |
| Pronouns | Words we use in place of someone’s name, often connected with gender. | Using a person’s pronouns correctly is essential for respecting their gender identity. It also helps create an inclusive and respectful environment. |
| Chosen name | A chosen name is the first name a person commonly goes by that is different from their legal or given first name. | Using someone’s chosen shows respect and helps prevent discomfort or distress. It supports their dignity and helps them feel safe in healthcare settings. We use the term “chosen name” instead of “preferred name” because it recognizes their identity as an important part of who they are, not a suggestion of how they’d like to be addressed. |
We may ask you at every visit to make sure your information is correct and up to date. The way you would like us to refer to you may change over time. We want to make sure we capture that and respect your identity at every visit.
If you have questions about the privacy of your information, call our Privacy Office at 519-749-4275 or email us at [email protected].
