Patient & Visitor Handbook

WELCOME to the ROSS MEMORIAL HOSPITAL

“At RMH, we realize that coming to a hospital can cause anxiety for patients and their families when they are not sure what to expect. With the information in this directory, we hope to answer your questions and help make your experience as positive as possible.

You are a partner in your health care. We believe that the quality of your care and your overall satisfaction while you are a patient will be significantly enhanced through your participation in your treatment plan. This means that, as a partner in your health care, you have the right to be well informed about your condition and treatment plan, ask questions of your doctors and other health care professionals and participate in treatment decisions.”

~ Brian Payne, President & CEO, Ross Memorial Hospital

About us

Located in the heart of the City of Kawartha Lakes, Ross Memorial Hospital is an active, acute-care community hospital serving more than 80,000 local residents and seasonal visitors. Among our acute and continuing care services, our team cares for 45,000 patients per year in the 24/7/365 emergency department, provides orthopedics and ophthalmology, operates a 15 station dialysis unit, and is renowned for its mental health programs and restorative seniors care. The most recent expansion included the addition of MRI service. The Ross Family takes pride in providing compassionate quality patient care.

Our VISION

Exceptional people committed to providing exceptional care.

Our MISSION

Ross Memorial Hospital provides quality acute and continuing care services to the residents of the City of Kawartha Lakes and adjacent communities. In fulfilling this mission, we are committed to:
Anticipating and responding to the health needs of the community
Improving the health of our population
Working in partnership with community and regional health service providers

Our VALUES

In achieving our mission, the following values govern our relationships with patients, partners and colleagues:

• Respect
• Compassion
• Excellence
• Accountability
• Teamwork

ABOUT THE EMERGENCY DEPARTMENT

The Ross Memorial Hospital offers a full service Emergency department that is always open. While no one looks forward to a visit to the Emergency department, we hope these pages will help to answer some of your questions and give you a sense of what to expect.

I know I’m sick, but is it an emergency?

We are always here for you. We also want you to receive the timeliest and most appropriate level of care for your problem. If available to you, a family doctor or health clinic might be an option. To help you decide, consider calling Telehealth Ontario (24 hours): 1-866-797-0000 (toll-free) before you come to the Emergency department. You may also visit www.ontario.ca/healthcareoptions to discover what other options may be available to you in your area.

What should I bring with me to the Emergency department?

Be sure to bring your:

• Current Ontario health card
• A list of the medications you’re currently taking, including any holistic treatments.
• If you are bringing a child, please consider packing a book or a favourite toy.
• Reading material. In order to prevent the spread of germs, we try to limit the amount of magazines and newspapers in the waiting rooms.

Who can I bring with me to the Emergency department?

While we welcome the involvement of close family members in your care, due to space restrictions, adult patients are limited to ONE companion in the Emergency department at a time.

Where can I park?

There is a short-term parking lot immediately outside the Emergency department. It’s a Pay & Display lot, which means you deposit change into the machine in the parking lot to get a ticket to display on your dashboard. Parking in the short-term lot costs $3.00 per hour. You may, however, choose to park in the long-term lot through the parking gate to the north. This will save you worrying about getting ticketed if you’re in the hospital longer than you anticipated. The long-term lot has a flat-fee of $8.00. Parking revenues are directly applied to patient care at RMH.

In the Emergency department

When you arrive, the first person you will likely meet is a triage nurse who will assess your condition. You will then be asked to register. You may be directed to a treatment area or to a seat in the waiting room. In the Emergency department, the sickest patients are seen first, regardless of who arrived first.

How long will I have to wait?

Our wait times are being reduced through special efforts. 50% of patients with uncomplicated conditions are seen and treated in less than 3 hours. Patients who have more complicated conditions, and those who require multiple tests, are more likely to stay 6-7 hours.

We know waiting can be frustrating. How long you will wait depends on how sick you are and how many other people are being treated at the time of your visit. If we are treating many critically ill or injured patients, you may have to wait longer. As such, exact wait times are unpredictable. We ask for your patience and understanding. Rest assured that you will be seen as quickly as possible. If you have any concerns, or if your condition changes, please talk to the triage nurse.

Can I call ahead to find out the wait time?

Unfortunately, no. We ask that people do not call the Emergency department to find out about wait times – it’s impossible to provide estimates over the phone. We never know when or what the next emergency might be; and each patient needs to be individually assessed at triage.

Is it okay to eat or drink while I’m waiting?

Many tests, including some related to abdominal pain or discomfort, require that you have an empty stomach. Please check with the triage nurse before eating or drinking.

If I need to leave the Emergency department temporarily will I lose my place in line?

If you really need to step out of the Emergency department, please speak to the triage nurse before you leave in case your name is about to be called.

What if I need further care after I leave the Emergency department?

If your condition gets worse or problems develop after your visit to the Emergency department, please contact your family doctor, local clinic, Telehealth Ontario, or return to the hospital.

If my illness isn’t an emergency, where can I go for health care?

You may choose to visit your family doctor’s office or the after-hours clinic located at
55 Angeline Street North in Lindsay (between Giant Tiger and National Grocers).

If you do not have a family doctor,

and are looking for a primary health care provider, contact Health Care Connect. This is a program launched by the Ministry of Health and Long Term Care to help Ontarians without a family health care provider find one. The program refers people without a regular family health care provider to physicians and nurse practitioners who are accepting new patients in their community.

You can register for the Health Care Connect program by calling 1-800-445-1822. After you’ve registered, a nurse, called a Care Connector, will be assigned to help you find a health care provider in your area. Your Care Connector will be your main point of contact with the program. You will receive contact information for your Care Connector by mail after you have registered for the program.

You may also visit www.ontario.ca/healthcareoptions to discover what other options may be available to you in your area.

Help for many conditions is also available by phone:

• In an emergency, dial 911
• Telehealth Ontario (24 hours): 1-866-797-0000 (toll-free)
• Ontario Poison Control Centre: 1-800-268-9017 (toll-free)

What if I have to stay in the hospital?

If you need to stay in hospital for further care, you will be asked to complete admission forms, and will be assigned a room. When you are admitted, your care will become the responsibility of the medical and nursing staff on your unit.

If I have a compliment or a concern, who can I talk to?

Please speak to an Emergency department staff member, the Emergency Department Team Leader or Manager. Should you require further assistance, you may contact our Coordinator of Employee & Community Relations at 705-324-6111 ext 6246 or contact our Quality Manager at 705-324-6111 extension 7313. 

ZERO TOLERANCE

The Ross Memorial Hospital is committed to providing a safe and respectful working and service environment, free from harassment and discrimination and supportive of achievement, dignity, self-esteem and fair treatment. Abuse of this policy will not be tolerated.

GENERAL INFORMATION  

Information desk

Located just inside the main entrance, the information desk is staffed by volunteers who are available to assist with directions, escort patients, and help visitors locate a patient. To reach the information desk directly by phone, call 705-324-6111 ext 4531.

Telephone numbers

All employees, services and departments of the hospital can be reached by calling
the Switchboard Operator at 705-324-6111. Patients at the hospital who have paid for telephone service will have an extension. They can also be reached via the hospital’s switchboard. Patient telephones are not equipped to take messages.

Frequently called numbers

Switchboard ...................................................705-324-6111 and dial ‘0’
Admitting .......................................................705-324-6111 ext 4240
Cashier’s Office .............................................705-324-6111 ext 4229
Gift Shop ........................................................705-324-6111 ext 4242
Patients (with telephone service) .............call 705-324-6111 and enter extension
RMH Foundation ...........................................705-328-6146
Volunteer Services .........................................705-324-6111 ext 4530
Website: www.rmh.org
General e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Patient e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

Hospital address
Ross Memorial Hospital
10 Angeline St. North
Lindsay, ON
K9V 4M8

Hand washing

Good hand hygiene is the single most important way for all staff, patients and visitors to control the spread of germs. Regular hand washing with alcohol-based hand rub or with soap and water decreases hospital-acquired infections by 20 to 40 per cent.

While at RMH, you can expect that health care providers will wash their hands. You are welcome to ask your care provider to let you see them wash their hands.

Please clean your hands

• When you enter or exit the hospital
• Before and after contact with a patient
• Before and after eating and drinking
• After using the restroom
• After covering a cough or a sneeze

To effectively wash your hands with alcohol rub

• Remove hand and arm jewellery
• Apply 1-2 pumps of alcohol rub (an amount the size of a loonie) into one hand
• Spread the alcohol rub over your hands and continue rubbing for at least 15 seconds

If using soap and water

• Wet your hands
• Use enough soap to lather thoroughly, and continue washing for at least 20 seconds
• Thoroughly rinse the soap from your hands
• Dry hands thoroughly by blotting them gently with a paper towel
• Turn off taps with paper towel in order to avoid picking up germs left by dirty hands

Whichever method you use, pay special attention to:

• your finger tips
• the area between your fingers
• the backs of your hands
• the base of the thumbs

If you have a cut, rash or cracked skin, or wear jewellery, nails longer than 3-4 mm (1/4 inch), nail polish or artificial nails, it can be really difficult to clean your hands properly. For more information, talk to a doctor or nurse.

RESPECT & PRIVACY

Mutual respect

At Ross Memorial Hospital, we work hard to ensure that patients, visitors and staff enjoy an environment free of harassment and discrimination. Physical or verbal abuse of staff, patients, family members or visitors will not be tolerated. Any person who verbally or physically threatens or attacks another person, or harms RMH property may be reported to the police.

Protecting your privacy

When you seek health care from us, we assume that we have your permission to collect, use and share your personal health information among your health care providers, including the doctors, nurses, residents, social workers, therapists, and other professionals or their support staff within the hospital, who provide or assist in providing health care to you. We may also give your personal health information to your physician or other health care providers outside the hospital so they can provide you with ongoing health care and follow-up. Hospital staff who do not provide or assist you with health care are generally not allowed to see your health information.

You may access your personal health records, or withdraw your consent for some uses by contacting us (subject to legal exceptions). For more information about our privacy protection practices, call the hospital at 705-324-6111 and ask for the Privacy Officer or email This email address is being protected from spambots. You need JavaScript enabled to view it. .

Hospital equipment – for everyone’s use

Hospital equipment needs to be available for those who require it. All hospital equipment, including all assistive devices, therapeutic seating, cushions, etc. is to be treated with care and should stay at the hospital.

If your medical team loans you an assistive device, they will provide you with information on its safe usage and explain the terms and conditions of its return. You will be financially responsible for equipment if it is not returned to the hospital. Security staff and cameras monitor for theft throughout the building. Those caught stealing hospital equipment will be prosecuted.

RMH is Smoke-free

As a healthcare leader in the community, it’s the hospital’s responsibility to help protect people from preventable diseases that are associated with smoking and exposure to second-hand smoke. All hospital property, including the parking lot, is now 100% smoke-free.

This new policy includes all of the hospital’s buildings and grounds, including the cars in the parking lots. Anyone who wants to smoke will have to leave the property. Ash trays will be moved to the perimeter of the property near the sidewalks to help reduce litter on municipal property.

Staff and volunteers will not facilitate smoking for patients. Supervised smoking off site can be provided with the assistance of family or friends. Inpatients wishing to leave RMH property to smoke must sign a Leave of Absence form. When appropriate, nicotine replacement products will be offered to every inpatient who smokes, to help with changes in regular smoking patterns.

If you are interested in nicotine replacement therapy or in finding out more about ways to quit smoking, please talk to your physician or call the Smoking Cessation coordinator at the Public Health Unit at 705-324-3569.

No scents makes sense

Though we all like to smell nice, some staff and patients at RMH are allergic to ingredients in perfume, body lotion, cologne or after shave. For people with an allergy, being near people wearing these products can cause shortness of breath, dizziness,
skin irritation, anxiety and nausea. As part of our Scent Free policy, staff, patients and visitors are asked to refrain from wearing scented products or bringing highly-scented flowers to the hospital.

Latex-free facility

For those who suffer from an allergy to latex, even the slightest exposure to latex balloons can cause symptoms ranging from a mild skin reaction to full blown, life-threatening anaphylactic shock. If you would like to bring or send balloons to the hospital, they must be latex-free.

Cell phones and electronic devices

You may use wireless devices such as cell phones, Blackberries, wireless-equipped laptops, walkie-talkies, etc. in public areas of the hospital, e.g. hallways, waiting rooms, lobbies and the cafeteria. These devices cannot be used in patient rooms or treatment areas such as the Emergency department, Operating rooms, Intensive Care Unit, Dialysis, Unit, Mental Health Unit, Obstetrics, etc. To help limit disruption to both patients and staff, please set wireless devices to “quiet” or “vibrate” and maintain a moderate speaking volume.

In order to preserve patient confidentiality, cell phones and other wireless communication devices may not be used to photograph, take video images or record the conversations of any patient, physician, volunteer or staff member without appropriate signed consent. For more information, contact the Coordinator of Employee & Community Relations at 705-324-6111 ext 6246.

Lost and found

If you have lost or found something, please call 705-324-6111 ext 6114.

Compliments or concerns

There may be times when you or members of your family would like to pay a compliment, request clarification, or voice a concern. To do so, first speak to the departmental staff or manager. If you require further assistance, contact the Coordinator of Employee & Community Relations at 705-324-6111 ext 6246 or email This email address is being protected from spambots. You need JavaScript enabled to view it. . You may also contact the Quality Manager at ext 7313.

We’re committed to addressing your concerns in a supportive and respectful way. We follow up on your concerns so that our staff and doctors are aware of issues and can respond to them.

Public transportation

Buses

Lindsay Transit serves passengers travelling to and from the hospital on its Green route, which stops at the corner of Kent and Angeline Streets (near Dentistry on Kent) at 26 minutes past the hour, continues to the Lindsay Square Mall, then stops outside the hospital beside the ambulance bay at 34 minutes past the hour. The bus runs between 7:00am and 7:00pm Monday to Saturday. For more information on fares, schedules and accessibility, call Lindsay Transit at 705-324-3331.

Taxi

The volunteers at the Information Desk can help you to call a taxi. The Information Desk is located in the main lobby or you can call the volunteers at 705-324-6111 ext 4531.

Parking

Patient and visitor parking lots are located to the north and east of the hospital. The lot in front of the main entrance of the hospital is the short-term “Pay & Display” lot. Parking in the short-term lot costs $3.00 per hour. There is also “Pay & Display” parking outside the Kent Street entrance on the south side of the hospital. The long-term parking lot has a flat fee of $8.00. To park in the long-term lot, go through the parking gate; you pay the fee at the gate when you leave.

If you’re a frequent visitor of the hospital, you may purchase weekly or monthly parking passes at the Cashier’s office in the main lobby. Parking fees help to support patient care at the Ross Memorial hospital. We appreciate your help.

Community Care Transportation Services

Community Care provides a range of assisted door-to-door volunteer and specialized transportation services for seniors and adults with special needs. Transportation services allow residents with limited mobility options to continue to remain independent in the community by ensuring there is accessible, affordable and timely transportation. Trips are provided primarily for medical appointments, treatments, community support programs and basic activities of daily living. There are two main transportation programs provided by Community Care:
Volunteer Driver Program: The volunteer driver program makes up the majority of our total annual rides. Volunteer drivers use their own vehicles and provide transportation within the City of Kawartha Lakes and to other areas. This service is for people who do not require assistance to use regular transportation. Those who use the volunteer services include seniors and special needs clients such as those on fixed income.
Specialized Transportation Service:  The Specialized Transportation Program includes non-emergency stretcher/wheelchair transfer vehicles, wheelchair accessible vans and other vans. This program is for clients with disabilities, from ambulatory to the cognitively challenged.

For more information and rates, call 705-324-7323 or visit www.community-care.on.ca

IF PLANNING A HOSPITAL STAY

What to bring

Please bring your pyjamas or nightgown, a bathrobe, slippers and a pair of sturdy running or other shoes with non-slip soles. As well, bring your own soap, shampoo, deodorant, toothbrush and toothpaste, brush or comb, shaving equipment and continence products or sanitary napkins if required.

It is important for your physician and nurses to know the medications you are taking at home. Please bring a list of all your medications including the dose, directions for taking them, as well as any over the counter medications that you use regularly.

Those who are bringing dentures, hearing devices and eye glasses are encouraged to keep these items safely in their possession while at the hospital.

What to leave at home

Please leave all valuables, including money and jewellery at home. The hospital cannot be responsible for any lost or stolen items. Personal televisions are not allowed. Patients can arrange for television service by following the instructions on the television screen. Telephone service can be activated by calling the number on the telephone. 

Admission to hospital

The Admitting department is located just inside the Kent Street entrance of the hospital on the main floor.

Room charges

We will make every effort to place patients in the type of accommodation requested (ward, semi private, private). And while an effort is made to create single gender rooms, this may not always be possible. Infection control and patient care requirements are our primary considerations.

It is your responsibility to check with your insurance provider to determine what hospital insurance coverage you have. It’s important to know that your coverage may vary depending on the type of service to which you are admitted. For example, you may have coverage for acute care, but not rehabilitation. OHIP only covers standard ward care for Ontario residents with a valid OHIP card. Patients will be responsible for all charges not covered by OHIP or an insurance provider. If you have additional health care insurance for preferred accommodation, you must present proof of such insurance at the time of admission. All outstanding amounts that are not covered by the private plan will be billed to you. For more information, contact the Admitting Department at ext 4240.

Uninsured Medical Items and Services

In addition to the previously noted preferred accommodation charges, other charges may be incurred for uninsured items such as crutches, splints, and medical devices. Payment arrangements for these items will be made through the Cashier’s office in the main lobby. Ambulance transportation for admission or discharge is also billed directly to you.

Costs associated with medical and surgical procedures that are not covered by OHIP (e.g. elective circumcision, cosmetic surgical procedures) are considered uninsured and payment for these services is your responsibility. Payment of both the hospital fee and the medical practitioner fee are required in advance of the procedure.

YOUR CARE DURING A STAY

Patient Safety – You’re your best expert

Everyone at Ross Memorial Hospital is committed to providing the best care we can in a safe manner. We work together as a team and you are an important member of that team.
The hospital has a Patient Safety program in place to identify risks to our patients and then act on them. We encourage you and your family to do the same. Talk to your health care team about what risks could affect you, and learn how to avoid them. Our health care providers are open to your questions and concerns about your care.

Three Big Risks to Safety

Three of the most common risks for patients are medicines, falls and infections.
You can help lower your risk by following these tips:

Medicines

• Tell your health care provider about any allergies or bad reactions to medicines you may have had
• Know what medicines you are on (name, strength, and how often) and why (include non-prescription medicines such as Tylenol, vitamins or herbal products)
• Make sure your health care provider identifies you correctly before giving you any medicine
• Ask what the medicine is and its purpose
• Ask questions if the medicine looks different
• Ask for a list of all the medicines you are supposed to be on when you’re discharged
• Talk about any questions or concerns about your medicine (how to know if it’s working, side effects, how long you’ll take it)
• While in hospital, don’t take medicine you brought from home until it’s approved by your doctor

Falls

• Make sure you can reach the call bell if you are in your bed, a chair, or the bathroom, should you need to ring for help
• Make sure you ask for help if you need it to use the bathroom or sit/stand up
• Wear slippers with non-skid soles that fit properly
• Some medicines can make you sleepy or dizzy — know how they affect you
• Make sure staff use a transfer belt, placed securely around your waist, to help you up and for walking

Infections

• Proper hand-washing is the best way to prevent infections
• Make sure you, your family members and visitors all wash your hands before entering and leaving your room
• Ask your health care providers if they have washed their hands before providing your care
• Cover your mouth and nose with a tissue when coughing or sneezing and dispose of it in the garbage, then immediately wash your hands
• If you have a prescription for antibiotics, finish all of it, even if you’re feeling better

Your safety while a patient at our hospital is very important to us. You and your family can help to ensure a safe environment. We encourage you to:

• Call for help – don’t fall
• Walk safely – use proper footwear and walking aids
• Ask questions – ask about your treatments
• Wash your hands

Your care team

At RMH, we have a team of dedicated professionals with diverse areas of expertise. Along with doctors and nurses, you may also receive care from an interdisciplinary team of physiotherapists, occupational therapists, social workers and dietitians, to name
only a few.

During your stay at RMH, you might meet medical and nursing students or students of other disciplines, who are learning under the supervision of RMH staff. And while you are helping these future healthcare providers to gain valuable experience, you also benefit by having one more caring, interested health professional involved in your care.

The Community Care Access Centre is an important part of the RMH care team. CCAC Case Managers set up patients’ discharge support plans. Sometimes, staff from CKL Community Care are also involved in supporting your transition home. They, too, are part of the care team.  

Those you will meet, as well as those behind-the-scenes, are working to provide you with the best care possible. You too, along with your family and other visitors, have a part to play on your health care team. Always feel free to ask questions. It’s your care – be involved.

Spiritual & Religious Care

Spiritual and Religious Care is an essential component to holistic care. The Spiritual & Religious Care department is responsive to the needs of all patients, regardless of their faith or beliefs. For more information, call ext 4399.

Accessibility

If you are deaf or hearing impaired, or if English is not your first language, please ask your nurse to arrange for an interpreter or assistive device.

Meals

Most patients will receive their meals by tray service during the following times:
Breakfast: 8:00am - 8:45pm
Lunch: 11:45am - 12:45pm
Supper: 4:30pm – 5:30 pm
If you would like to be seen by a dietitian, please speak with your nurse.

SERVICES AVAILABLE

Telephone/television rentals

Patients can arrange for telephone and television service by calling an automated service that activates the televisions and telephones. To do this, follow the instructions on the TV screen and on the telephone. Payment is made by credit card. A portion of the rental revenues that are generated is returned to the hospital for patient care services. We thank you for your support.

Books and magazines

Book carts with paperbacks and magazines circulate on nursing units a few times a week. Local and national newspapers are available from coin boxes outside the hospital’s main entrance.

Mail and gift deliveries

If you’re expecting only a short stay at the hospital, you may want to encourage well-wishers to send mail and gifts to your home. By the time items arrive at the hospital, you may already be home. For those staying longer, please ask loved ones to be mindful of
the limited space in a hospital room when choosing flowers or gift baskets. Please be aware that latex balloons or strong smelling flowers such as lilies, hyacinth and roses can cause serious reactions for some staff and patients, and are not permitted.

Clearly address mail or parcels to:

Your Name, Your Room Number
c/o Ross Memorial Hospital
10 Angeline St. North
Lindsay, Ontario K9V 4M8

For those wishing to send outgoing mail, there is a mailbox just outside the main entrance. Stamps can be purchased at the gift shop.

GOING HOME

Discharge information and services

All patients should assume they will go home (where they were prior to hospitalization) once they no longer require acute care. Even if your physical condition has changed dramatically, your care team will assist you to return home with support. If changes in long term living arrangements are required, those decisions will be made once you are home again.

If your condition necessitates staying in the hospital until a space in a long term care home is available, staff will discuss the applicable charges with you.

As you prepare to leave the hospital, please make sure that you have all your belongings, as well as any prescriptions and instructions you will need. If you have any questions about medications, diet, activities or return appointments, please ask your physician or nurse before leaving.

Most patients are discharged by 10:00am. If possible, arrange for a friend or family member to take you home. If no one is available, please talk to your nurse or discharge planner about your options for travel home. There are some excellent options of which you may not be aware. Any charges for transportation are your responsibility.

Patient accounts

The hospital accepts payment at the Cashier’s office, located inside the main lobby. Payment is accepted by debit or credit card, cheque or cash. You can make a payment in person, by telephone, by mail or by clicking “Pay Your Bill” on the homepage of the hospital’s website. The Cashier’s office can be reached by calling 705-324-6111 ext 4229. If sending payment in the mail, please clearly address the envelope “Attn: Cashier’s Office,” and do not put cash in the mail. For the hospital’s address, see “general information.”

Patient surveys

Our aim is to provide the best care possible, and we want to hear your feedback on how we are doing. Following your stay, you may receive a Patient Satisfaction Survey from an independent research company called NRC Picker. Please take a few minutes to complete it. Your response to our survey is confidential. We appreciate your input; it will help us to improve.

VISITING

Infection Control

To protect yourself, the people at RMH, and those you love at home, reduce your risk of infection by washing your hands well and often. Hand washing is the single most important way to prevent the spread of germs.

Wash your hands:

• Upon entering or exiting the hospital
• Before and after contact with a patient
• Before and after eating and drinking
• After using the restroom
• After covering a cough or a sneeze

Visitors are asked to supervise small children closely. Visitors who are ill – children included – are asked to reschedule their visit for a time when they are feeling better.

Visiting hours

Visiting hours on most units are from 11am to 1pm and 5pm to 8 pm. We ask that only two visitors be at a patient’s bedside at any one time. This helps to let roommates have the rest they require. In the Emergency department, only one visitor is permitted due to space limitations. Exceptions to the visiting hours policy can be made in special circumstances; please speak to your nurse.

Between 8:00pm and 6:00am there is no access to the hospital except through the Emergency department. If you have a legitimate, urgent need to access a nursing unit overnight, please speak to the Security Officer in the Emergency department. He or she will call the unit to get approval to let you in.

Questions about your loved one

Information concerning a patient’s condition will only be released to family members and only with the patient’s consent. One family member should be designated to act as the liaison between doctors, nursing staff and other family members. If the patient is accepting telephone calls, the calls will be referred to the patient, otherwise, the calls will be directed to the designated family member.

Contacting a patient

If the patient you wish to reach has paid for telephone service, he or she can be reached directly, or through the hospital’s switchboard. Best wishes can be sent electronically via a form on the hospital’s website, or by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. . Messages are delivered to patients Monday to Friday.

SHOPS & SERVICES

Cafeteria

The cafeteria is located on the basement floor, beside the Dialysis Unit, accessible by taking the yellow or blue elevator to the basement level. Each day, the Nutrition Services team offers a variety of hot and cold meals, a fresh salad bar, and deli counter, soup, desserts and take-out products. The cafeteria’s servery is open 7:30am to 3:00pm.

Vending and change machines

Vending machines can be found in the hall outside the Laboratory and in the Emergency department. For customer service with the machines, call the toll-free number on the front of the machine.
Change machines are located in the main hallway across from the Admitting department, in the main lobby beside the Cashier’s office and in the Emergency department.

Reflections Café & Gift shop

The Reflections Café & Gift Shop are operated by hospital volunteers. They’re both located in the main lobby.

The Café offers hot and cold beverages, soup and sandwiches, as well as muffins and other baked goods. Hours of operation are Monday to Friday 7:00am to 7:00pm and weekends from 11:00am to 3:00pm.

The Gift Shop offers a large selection of items including flowers, cards, magazines, and personal items for sale. All profits are used to support the hospital. The gift shop is open 9:00am to 7:00pm Monday to Friday, and 11:00am to 3:00pm on weekends. The gift shop can be reached by calling 705-324-6111 ext 4242.

Bank machine

For your convenience, a bank machine is available in the main lobby beside the Cashier’s office.  

VOLUNTEERING at RMH

Part of the Team

Ross Memorial Hospital has a core of 350 dedicated and hardworking volunteers who provide close to 40,000 hours of service to the hospital each year. In addition to our adult core of volunteers, we have an active program for 13-18 year-olds, known as our volunteens.

For more than 100 years, Auxiliary members have made a world of difference - to patients and their visitors, to physicians and staff. Volunteers contribute their time throughout the hospital seven days a week. Some of their efforts generate revenue for the hospital, such as the gift shop, the café and lottery ticket sales.

Their dedication to the hospital is an inspiration. The hospital couldn’t possibly provide the exceptional care our patients deserve without the help of our volunteers.

For more information on how to become a member of our volunteer team, call 324-6111 ext 4530.

ROSS MEMORIAL HOSPITAL FOUNDATION

Donors make the difference at RMH

The Ross Memorial Hospital Foundation represents the interests of our donors and our Hospital, encouraging gifts and ensuring they are used effectively, responsibly and in compliance with the wishes of the donor. Giving to the Ross makes a difference in the health care available to the entire community.

Making a donation to the Ross Memorial Hospital will:

• Help purchase urgently needed medical and surgical equipment and state of the art tools and technology
• Build facilities necessary to better serve and meet the specialized needs of our patients
• Improve education and awareness initiatives
• Create a hospital that attracts and retains the best and brightest medical staff
• Help bring more medical procedures and technology close to home

The hospital’s needs change from year to year. To learn more about our current projects, or to make a donation, please contact us at 328-6146 or This email address is being protected from spambots. You need JavaScript enabled to view it. .

“During my wife’s struggle with cancer, she was treated at a number of hospitals. Your staff and organization overall were the best we experienced … we were superbly taken care of.”

Jack Bingleman

In 2007, Jack Bingleman graciously dedicated a plaque on the Hospital’s donor wall to the RMH staff in appreciation of their exceptional care given to his wife, Pat. “They went out of their way to give her the care she needed and took the time to communicate with our family and include us in the decision-making. We really appreciated their attention.”

Would you like to share your story? We are always looking for RMH Ambassadors to inspire our staff and donors. Call us at 328-6146 or email This email address is being protected from spambots. You need JavaScript enabled to view it. .