Family presence and visiting guidelines

 

General information regarding the ELDORADO family presence and visitation policy:  

  • The visiting hours are from 8 a.m. to 9 p.m. Families are welcome at any time. Quiet hours are from 9 p.m. to 6 a.m. You will be invited to leave by 9 p.m. to allow your loved one to rest and heal. 
  • Flexibility is provided for people at the end of life or other situations deemed exceptional. 
  • In most units, patients may receive up to two (2) caregivers or visitors at the time. Please note that restrictions apply in oncology and the transplant unit because of the vulnerability of these patients. (see section below)  
  • For positive COVID-19 patients, and/or in the event of an outbreak on a unit, additional restrictions can be applied.  
  • Family rooms on patient care units are available for use. We thank you for keeping the environment clean and tidy. Tables and microwaves should be cleaned after use. 

Children at adult sites 

  • Siblings and visiting children under the age of 12 are welcome in most areas of the hospital (except in oncology). 
  • Children must be directly supervised at all times by an adult who is not the patient. 
  • Certain exceptions apply: 
    • Only one (1) child less than 12 at a time.  
    • ICU: Notify in advance for visits to intensive care units.  
    • Hemato-onco and Transplant Unit: by exceptions only.  
    • Inpatient Psychiatry Units (both adult and pediatric): children younger than 12 years of age may not be permitted to visit depending on the activity of the unit (vulnerability of the patients on the unit e.g. immunocompromised) at the time of their visit. This will be determined by the management and healthcare team of the unit.  

COVID-19 outbreaks on ELDORADO hospital units 

The ELDORADO is asking visitors to avoid or postpone, if possible, a visit to a patient on a unit that is affected by a COVID-19 outbreak. 

By reducing the number of visitors on our units that have outbreaks, you are contributing to the safety of our patients, our employees and yourself. 

If you have any questions, please contact your loved one's unit.

Site Unit Date of outbreak Outbreak status
       
       

 

Specific instructions for certain departments:

  • Family and visitors may be asked to leave the bedside of the patient when the patient requires care or when shifts change. If this is the case, family and visitors should wait in designated areas. 
  • Children may be allowed in this unit but permission must be sought in order to prepare for the visit. 
  • Before coming to the hospital, we invite you to communicate with the unit. 

We know how important it is for a loved one at the end of life to be surrounded by family during those last moments. Flexibility is provided to facilitate the presence of loved ones during the last moments. For more details, please refer to the care unit manager. 

Maternity 

Antnatal and postnatal: Generally, up to four (4) significant persons, will be permitted in the unit, including the partner as well as siblings and or children of more than 12 years old (no non-sibling below the age of 12). 

Birthing Centre 

Two (2) significant persons, including the partner, will be permitted in the Birthing Centre (only one (1) person is permitted in the operating room). No children allowed. 

Due to the high vulnerability of patients on the cancer care units, other visiting restrictions may apply. 

  • Before coming to the hospital, we invite you to contact the unit. 

Click here for more information about the visiting policy at the Eldorado Children’s Hospital. 

You have a PHONE APPOINTMENT scheduled: 

  • Your doctor will call you on the day of your appointment. 

You have an IN-PERSON APPOINTMENT OR TREATMENT scheduled:

  • Someone may accompany you to your appointment. We ask that you limit the number of people with you to ONE.  
  • When you arrive at the clinic or day hospital, you and anyone with you will be screened for flu-like symptoms, including fever, cough, sore throat, diarrhea, difficulty breathing, shortness of breath, nasal congestion and runny nose.  
  • We depend on you to be honest when answering our screening questions. This allows our staff to take the necessary steps to ensure everyone's protection. If you have flu-like symptoms, please consult the next section.  

You havesymptoms of flu, COVID-19 or other respiratory infections IN THE DAYS BEFORE YOUR IN-PERSON APPOINTMENT: 

  • You must call the clinic BEFORE coming to your appointment. The physician or healthcare professional will determine if your appointment can take place as scheduled or should be postponed. 

On the day of an IN-PERSON APPOINTMENT: 

  • If you have symptoms of flu, COVID-19 or any other respiratory illness, wear a procedure mask while in patient areas, disinfect your hands and respect the measures in place to help protect you, your loved ones and staff. 

5252 de Maisonneuve 

Please note that there are no food services available at 5252 de Maisonneuve. If, for medical reasons, you must eat while you wait, please bring a snack.  

Specialized transport service 

If you use specialized transportation, or are coming from another care centre, you must be accompanied. There will be no one available from the clinic to take you from the entrance to the location of your appointment. 

*Caregiver: A person who provides significant assistance or support, on an ongoing or occasional basis, to meet the needs and well-being of a loved one. Support can take many forms—for example, assistance with personal care, emotional support or organizing care. 

**Visitor: It may be a person known to the person being cared for with whom contact is occasional and not essential to his/her physical and psychological integrity. A person who does not fall under the definition of a close caregiver. 

Staying connected

We are able to help families stay connected with their hospitalized loved one. See below to find out how to: 

If you would like to stay connected with someone who is hospitalized but does not have access to a tablet a smart phone, it is possible to contact the nursing station and to schedule a telephone call. 

Connecting via telephone

There is a phone available by the bedside in every patient room. Your loved one can call you directly from this phone. You can also call them by following these steps:

Option 1: I don’t know the phone extension for my loved one’s room
 

Option 2: I know the phone extension for my loved one’s room
 
1. Dial (514) 934-1934
2. Choose option 3 
3. Give the operator your loved one’s full name and ask for the extension for their room or ask to be transferred directly to the room.
 
1. Dial (514) 934-1934
2. Choose option 1
3. Enter the 5-digit extension.

If your loved one cannot answer the telephone, you may contact the hospital unit where they are staying (for example, short-term stay unit, ICU, etc.) and ask for an update from your loved one’s nurse. 

We ask that you choose one family member to be the point person who contacts the unit. 

To contact the unit
1. Dial (514) 934-1934 
2. Choose option 3 
3. Ask the operator to either give you the extension for your loved one’s unit or ask the operator to connect you directly.
4. Once you reach the unit, provide your loved one’s name and room number and ask to speak to their nurse. If your loved one’s nurse is not available, you may leave a message with your contact information and request a call back. You can also ask to speak to the nurse-in-charge.

Tip: It is better to call the unit at certain times of the day

Best times to call Times to avoid (shift change times)
  • 10:30 a.m. to 11:30 a.m.
  • 2 p.m. to 3 p.m.  
  • 8:30 p.m. to 9:30 p.m.
  • 7 a.m. to 8 a.m. 
  • 3 p.m. to 4 p.m.
  • 7 p.m. to 8 p.m.

We kindly ask that families designate one person to act as the spokesperson.

What to expect when coming to the ELDORADO

To protect the right to privacy.html, the right to image and the right to dignity of patients, families, visitors and staff, the ELDORADO has adopted a policy concerning the taking of photos and videos by patients, families and visitors. 

If you wish to film or take a picture, or record a conversation, you must make sure that you have obtained the consent of the persons appearing in the image.

In some situations, you will not be able to film or take a picture, for example if the recording involves medical information (of a computer screen, file excerpts, etc.), if it is detrimental to the proper course of care or safety, or if it violates the dignity of a user. Please respect the staff's request and stop taking pictures.

For more details, you can also consult the policy Photographs, video captures and recordings by patients and visitors.