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 Patient Handbook


Patient and Family Guide

Welcome Patients and Families to Trillium Health Partners

Inside this Handbook, you will find information about:

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Patient Declaration of Values

We worked with you to develop our patient declaration of values. These values are important because they tell us what matters most to you in your care experience.

We promise to:

  • Provide you with timely access to high quality care in a safe and comfortable environment
  • Share meaningful information about your plan of care so you can make informed decisions
  • Involve you and those most important to you in your care
  • Listen and respond to your needs in order to build a trusting relationship
  • Care for you with respect, compassion and dignity


Planning Your Stay at Trillium Health Partners

We want you to focus on your health and safety. This checklist will help you prepare for your stay with us, whether you are staying overnight or are scheduled for day surgery.

What to bring for your overnight stay

  • Your Ontario Health Card (OHIP)
  • Health insurance information
  • A list of all medications you are taking right now, including over-the-counter medicines, herbal remedies, vitamins, and diet pills. (Please bring in your labeled pill bottles so we can double-check them with your list. If you have an aerochamber or CPAP, please bring it with you.)
  • Pajamas and other comfortable clothes
  • Diapers for children and babies
  • Favourite toys and blankets for children
  • Shoes that fit well or non-skid slippers
  • Undergarments
  • Toothbrush, toothpaste, deodorant, shampoo, razor, comb, hair brush, hand lotion and other personal care items
  • Eyeglasses, contact lenses, hearing aids (remember to bring the case)
  • Denture cups and supplies
  • Walker, cane, crutches, braces - if you need and use them and your fitting device
  • $10 or less for snacks

What to bring for your day surgery

  • Your Ontario Health Card (OHIP)
  • Health insurance information
  • A list of all medications you are taking right now, including over-the-counter medicines, herbal remedies, vitamins and diet pills. (Please bring in your labelled pill bottles so we can double-check them with your list. If you have an aerochamber or CPAP, please bring it with you.)
  • Favourite toys and blankets for children
  • Shoes that fit well or non-skid slippers
  • Eyeglasses, contact lenses, hearing aids and the case for them
  • Denture cups and supplies
  • Walker, cane, crutches, braces - if you need and use them and your fitting device

Note: For WiFi information, please check under Trillium Health Partners Services

What to leave at home

  • Please do not bring any scented or latex products.
  • Please leave all valuables, including jewelry, bank cards and large sums of cash, at home for safekeeping. If you have valuables with you, send them home with a loved one. If no one is available to take them home, have your nurse ask for Security Services to pick them up. Security will store your valuables in a sealed bag and place the bag in a safe for you.

Please note: Trillium Health Partners is not responsible for loss or theft of money, valuables or other personal property kept in your room, including dentures and eyeglasses. We are a smoke-free, scent-free and latex-free facility.

Partners in Safety

Your care and safety are our top priorities while you are in the hospital, and we are PARTNERS in keeping you safe. The following list are simple steps that you, your family and friends can take to make your hospital stay a safe and positive experience.

P Prevent Infections Clean your hands often by using an alcohol-based hand rub available across the hospital or wash your hands using soap and water. Make sure that your visitors and staff also wash their hands before touching you.
A Ask Questions Ask for an interpreter if you are deaf or hearing impaired, or if English is not your primary language. Ask questions if you do not understand. It is your body and your right to know. Ask about any tests and your treatment plan. Question anything that seems unusual or different from what you were told.
R Reduce your risk of FALLING Bring slippers with rubber soles and any aides you need to keep steady. Point out to staff any spills or obstructions on the floor. Make sure the brakes are locked when you get into and out of a wheelchair. Please note any tubes, wires, or telephone cords that may be near your bed.
T Tell your doctor and nurse about all MEDICINES that you are taking, and any ALLERGIES that you have. Have a list of your current medicines and any ALLERGIES. Know what your medicines are and what they are for. Please tell your care provider if you think you are receiving the wrong medication.
N No one knows you better than you. Tell your health care team about yourself, such as your past medical history, medications, symptoms, and allergies. Ask a family member or friend to listen with you when diagnosis, treatment plan, test results, or discharge plans are explained. This will help you remember. Families and friends are health
care partners too.
E Every health care provider must wear a hospital ID badge, and check your ID bracelet Identification is very important. Keep your ID bracelet on at all times. Make sure all staff check your ID bracelet before any procedure or test. If your bracelet comes off, ask for a new one.
R Ready to go home Make sure that you are clear about your instructions for going home, including medicines you need and information about a follow-up visit.
S SAFETY Safety concerns need to be dealt with immediately. If you have any concerns about the care you are receiving or your safety, please talk to your health care provider.


Staying Healthy in the Hospital

Keep Moving

Being active while in the hospital is an important way to help you get better faster. For example, activity can help with your digestion, breathing, pain control, and can help keep your skin healthy. Try not to always stay in bed unless your health care provider has told you that you must.


Simple breathing exercises, done every hour while you are awake, can help prevent problems with your lungs when you are in the hospital. For example, take in a deep breath and hold it for 3 seconds, then slowly breathe out like you are blowing a kiss.

Eating and Drinking

If you are having trouble eating or drinking, ask to speak with the dietitian. The dietitian can often give you helpful tips.
If your health care provider has ordered a special diet for you, your menu will contain only those choices.

Keeping your Skin Healthy

When you are lying in bed, change your position every two to three hours by lying on your back or either side. If you are in a chair or wheelchair, try to take the weight off your bottom every 15 minutes by leaning forward and pushing up on the arms of the chair, or you could roll from cheek to cheek. If you are lying on your side, place a pillow between your legs to keep your knees and ankles from touching one another.

As long as your skin is not reddened, ask your family or friends to gently massage your elbows, hips, back and heels.
Keep your skin clean and dry. Moisture can cause problems with your skin. If you are having trouble with your bladder or bowel and need assistance, ask your health care provider for support.


Exercising, eating a healthy diet, and not smoking are important ways to help you recover faster from your illness.
Bring comfortable shoes or slippers with rubber soles to wear while in the hospital, or ask a family member or friend to bring some in for you. While in hospital you should have rubber soled, easy to put on shoes or slippers, and clean socks every day.

Your 4 moments for hand hygiene - 1 Before initial patient / patient environment contact, 2 Before aseptic procedure, 3 After body fluid exposure risk, 4 After patient / patient environment contact 

Trillium Health Partners Services

Interpretation services

If you or a family member needs an interpreter, please speak with your health care team or tell our staff when booking your appointment so one can be arranged for you. You do not have to pay for this service and it is available throughout the hospital.

Wireless Internet, Cable Television and Patient Bedside Phone Service

For you or your visitors, we offer high-speed Internet service, using your personal, wireless equipped laptop computer. To keep patients safe, wireless internet service is not available in our
Cardiac Care Unit (CCU), Intensive Care Unit (ICU), Cardiac Surgery Intensive Care Unit (CSICU) and the Resuscitation Area in our Emergency Care Centre. If you would like premium cable television service, please ask your nurse how to order it.

For your convenience, you have telephone service available at your bedside.

How to use your telephone:

  • For calls outside of the hospital, please dial '9' first
  • For long distance telephone cards, please dial '9' and follow your service provider's directions
  • For operator, collect and long-distance calls, please dial '0'

You will have to pay for these services if you use them. The cost will appear on your hospital bill. Visa, MasterCard and Amex are accepted through online payment.

Spiritual care and sacred spaces

Trillium Health Partners is dedicated to the well-being and needs of persons from all faiths. Your health care team can help you reach a chaplain.
We have reserved sacred spaces for prayer, quiet reflection and meditation. Meditation rooms are available 24 hours a day and you do not have to pay to use them.
At Credit Valley Hospital, the Meditation Room is located on level 2, off of the Emergency Entrance directly across from the gift shop in room 2552.
At Mississauga Hospital, the Chapel/Multifaith Prayer Room Is located on the main floor, next to elevator "B".
At Queensway Health Centre, the Chapel is located on the main floor, beside the Information desk. The Prayer and Meditation Room is located on the main floor next to the Streetsville Room.

How to find a family doctor

You can find a doctor by using the following sources:

Health Care Connect: 1-800-445-1822

Health Care Options

This is a program that will help Ontarians without a regular health care provider to find one in their community. It identifies family doctors or nurse practitioners who are accepting patients and links them with people who need them.

The College of Physicians and Surgeons of Ontario (CPSO):
This is an on-line list of doctors who are allowed to work in Ontario.


Family Support and Visiting the Hospital

Please use the hand sanitizer when you arrive and leave the hospital

Visiting Inpatient/Patient Care Units

For the comfort and safety of our patients, please consider the following guidelines:

  • Family and visitors who are unwell (fever, nausea, vomiting and diarrhea) should not come to the hospital until they are feeling better.
  • Please check with staff on the unit, regarding visiting hours. Please note that FAMILY, as identified by the patient, may have different visiting allowances than other visitors.
  • The number of individuals allowed at the patient bedside is based on the activity level of the patient care unit and on the individual needs of the patient. Usually, visitation is limited to two visitors per patient, at a time.
  • Children must always be supervised and are the responsibility of the visitor. Remember, children become bored very quickly. It's much better to have the child send their get well message with the designated visitor.
  • Respect patient privacy by knocking on the door before entering a patient room.
  • Please do not enter rooms marked as isolation without first discussing the special care required with the patient care unit staff.
  • Pocket Talkers are available for individuals who are hard of hearing. Language interpretation services can also be arranged. Please let hospital staff know if you have a specific need.
  • Floral arrangements or fruit baskets may not be appropriate for certain patients. Have the designated visitor check with the nurse.
  • We are a latex-free, scent-free and smoke-free facility.
  • If you visit when the physician or other health care professionals are with the patient, please excuse yourself. It may be appropriate for FAMILY to remain for support as required by the patient.

Outpatient Appointments

  • Adult patients are encouraged to select one support person to accompany them to their outpatient appointment. Where others are integral to meet the patient's physical, emotional, language, spiritual and cultural needs, exceptions may be made. This discussion will take place with the patient or family representative and a member of the multidisciplinary team.
  • Support persons usually will wait in waiting areas while patients are receiving their tests unless they are necessary for patient support.
  • It is strongly recommended that whenever possible, children do not accompany outpatients to their appointments.
  • Paediatric patients may be accompanied by one or both parents/guardians to their outpatient appointments.

Patient Relations

We want to provide you with the best quality of care and your feedback is important to us. If you have a question or concern about your care, please talk to your nurse or another member of your health care team. If team members are unable to answer your questions, please contact the clinical leader or manager where you are staying. If you need help addressing your concerns, please contact our Patient Relations team who can help you. If you are satisfied with your care, please share with us.

Our Patient Relations team welcomes your emails:

Credit Valley Hospital:
Mississauga Hospital / Queensway Health Centre:

Planning for Your Discharge (Leaving the Hospital)

When will I go home from the Hospital?

Your Doctor or Nurse Practitioner will discharge you from the hospital when you are medically stable and safe to go home.

Going Home Tomorrow?

Ask your doctor or nurse what you need to do.

Patient Discharge time is before 9:00 a.m.

Preparing for going home from Hospital

  • Preparing for discharge begins right away.
  • It's important that you discuss your concerns and questions with any member of your health care team.

What should I do to prepare for discharge home?

  • Arrange for someone to give you a ride home when you are discharged.
  • Make a list of what you will need before you leave the hospital such as clothes and shoes, prescriptions, and groceries once you return home.
  • Your nurse will review discharge instructions and prescriptions.

Be sure you understand:

  • The reason for your admission and any follow-up appointments
  • Any diet or activity restrictions (e.g. Return to work, bath, shower, stairs)
  • Any danger signs to watch for after discharge
  • Changes to your medications
  • Who to call with questions
  • Any community services that may have been arranged

Before you leave:

Make sure you take home any medications and belongings that you brought with you to the hospital upon admission.

Patient and family experience is important to us. If you receive a survey in the mail we would appreciate your response as we value your feedback in helping us to improve our services to you. Thank you.

Billing and Additional Charges

During your stay with us, there may be other charges that are not covered by insurance companies. We will keep a record of those expenses and bill you on the day you leave Trillium Health Partners.

The following items are not paid for by the Ontario Hospital Insurance Program (OHIP):

  • The cost to stay in a semi-private or private room
  • The cost of walking aids, including crutches, canes or walkers, braces (back, upper extremity, lower extremity), assistive aids (reachers, long-handled shoehorns, elastic shoelaces) and therapeutic equipment (theraputty).
    For bracing, some devices are partially covered by Assistive Device Program (ADP) and our orthopaedic technicians will help you with the application for funding.
  • The cost of uninsured procedures
  • The cost of ambulance services
  • Telephone service
  • Premium Cable Service
  • Wireless Internet Service

Trillium Health Partners patients and families may now pay their hospital bills online or by phone 24 hours a day, 7 days a week, using their credit card.

Website: patientrelations/Pages/bill-payment.aspx
Credit Valley Hospital 1-866-744-6057
Mississauga Hospital / Queensway Health Centre 1-877-844-9213

Uninsured Patients

Uninsured Canadian residents and non-Canadian residents/visitors will be charged for the full standard daily room rate. If uninsured Canadian residents and non-Canadian residents/visitors choose a semi-private or private room, the charge will be the standard room plus an extra charge for semi-private or private.


Educating Health Care Professionals

Trillium Health Partners is a learning organization committed to the delivery of high quality patientcentred care. Our hospital plays an important role in training and educating a wide variety of health care professionals such as doctors, nurses, and allied health professionals.

Medical Education

Trillium Health Partners has partnered with the University of Toronto (U of T) to deliver medical education to undergraduate medical students from the Mississauga Academy of Medicine (MAM) and postgraduate trainees from U of T.

Medical students, residents and other learners at Trillium Health Partners will be participating in direct, hands-on patient care.

What is a medical student?

Medical students are individuals studying to become doctors. This is typically a 3 or 4 year program in Canada. Medical students complete several years of university education before entering a medical education program. In the early years, most of their learning is in a classroom setting; in later years, learning also takes place in clinical settings like our hospital and in the community.

Medical students at Trillium Health Partners will take part in direct, hands-on patient care under the supervision of a licensed doctor; their involvement in patient care will gradually increase over time.

In August 2013, 54 medical clerks from MAM will be starting at Trillium Health Partners.

What is a resident?

Residents are doctors who have completed medical school and have their medical degrees. Residents have an educational license to complete additional training in family medicine or specialty areas such as cardiology, surgery or paediatrics. This training may take from 2 to 7 years.

In addition to medical students and residents, what other learners may be involved in my care?

Trillium Health Partners has a focus on continuous learning and one of our strategic priorities is Education.

Throughout your journey at Trillium Health Partners, you may have various learners involved in your care who are studying to become:

  • Nurses
  • Pharmacists
  • Midwives
  • Occupational Therapists
  • Physiotherapists
  • Respiratory Therapists
  • Radiation Therapists
  • Medical Radiation Technologists
  • Ultrasound Technologists
  • Dietitians
  • Speech and Language Pathologists
  • Medical Laboratory Technicians
  • Psychologists
  • Social Workers
  • Paramedics

And many other professions!

What does this mean for me as a patient?

When you come to Trillium Health Partners or our Family Medicine Teaching Units, you may have a medical student, resident or other learner involved in your care.

Learners will identify themselves as such to you.

Learners will always work under the supervision of a licensed / qualified health care professional.

By having learners participate in your care, you are helping to provide the essential experience they need to become competent and skilled health care professionals.

Providing our learners with an opportunity to work directly with our patients and their families is a critical piece in preparing them to meet the future health care needs of our community.

All of our learners at Trillium Health Partners help provide better patient care to our community.

Trillium Health Partners Foundation
and Trillium Gift of Life

Trillium Health Partners Foundation

Trillium Health Partners Foundation raises the critical funds needed to address the highest priority needs of Trillium Health Partners; Credit Valley Hospital, Mississauga Hospital and Queensway Health Centre. Our mission is to inspire and partner with our community to invest in how health care is delivered in this region. It is a mission deeply rooted in Trillium Health Partners' strategic plan which focuses on creating a new kind of health care for a healthier community.

Our history is extraordinary, built from the amalgamation of two foundations: Trillium Health Centre Foundation and The Credit Valley Hospital Foundation - each of which has a history of strong community support and leadership.

Together, as one foundation, we are raising funds for hospital-wide and site specific initiatives. Whether we focus our support at one site - on one project, on research or on one piece of equipment, the combined impact affects the entire hospital system and the community that it serves.

If you would like to make a donation to support Trillium Health Partners, visit, or contact us at:

Mississauga Hospital / Queensway Health Centre
Clinical and Administrative Building, 5th floor
100 Queensway West, Mississauga, ON L5B 1B8
Phone: 905-848-7575 Fax: 905-804-7927

Credit Valley Hospital
2200 Eglinton Avenue West
Mississauga, ON L5M 2N1
Phone: 905-813-4123 Fax: 905-813-4334

Trillium Gift of Life

Trillium Gift of Life Network (TGLN) is a not-forprofit agency of the Government of Ontario. TGLN plans, promotes, coordinates and supports organ and tissue donation and transplantation across Ontario. Its mission is to save and enhance lives through the gift of organ and tissue donation and transplantation in Ontario.

TGLN provides Ontarians with tools and supports to help them make informed decisions. Stakeholders include donor families, community volunteers, transplant recipients, healthcare professionals, faith leaders, youth and non-governmental organizations, supportive private sector companies, and governmental organizations. Everyone has a significant role to play when promoting the adoption of organ and tissue donation and transplantation.

For more information, please visit:

Trillium Health Partners Addresses and Map

Credit Valley Hospital

2200 Eglinton Avenue West
Mississauga, ON L5M 2N1
T: (905) 813-2200

Mississauga Hospital

100 Queensway West
Mississauga, ON L5B 1B8
T: (905) 848-7100

Queensway Health Centre

150 Sherway Drive
Toronto, ON M9C 1A5
T: (416) 259-6671