Visiting Us

Woman and man having a conversation

Update to Family Presence Information

Updated April 9, 2021

We understand that patients greatly benefit from the support of their families/partners-in-care while in hospital. Since the Region of Durham has moved into the “Red-Control” zone, the organization is increasing opportunities for Family Presence in the following way:

Patients who have been in hospital for longer than seven (7) days may have one designated family member/partner-in-care and visit once a week for a maximum of two hours. These visits must be scheduled in advance by speaking with the care team on the unit. 

In addition, Essential Care partners will be permitted in exceptional circumstances. Because each situation is unique, please speak with your loved one’s care team to discuss whether a visit may be permitted under the current exceptions.

In addition to the changes:

  • Flowers and plants are now permitted, except in areas with immunosuppressed patients (Critical Care, Oncology, and Neonatal Intensive Care)
  • Outside/home prepared meals may be brought in for admitted patients.  This must be coordinated in advance, by speaking with your loved one’s care team.

Please note that there continues to be absolutely no eating and/or drinking allowed for visitors while in the hospitals. 

Thank you for your continued support and understanding throughout this challenging time.

Virtual Connections

Virtual Connections allows hospital inpatients to connect with their family members face-to-face through a video call.  While patients and families can stay connected through telephone calls, our team is happy to arrange a virtual connection whenever possible.

Before you begin, please review the Guide to Getting Started.

Once you are ready, please call your patient’s unit and speak to a health care team member to arrange the virtual connection.

You will need:

  • An active working telephone number
  • Working Internet via WiFi or hardwired
  • An active working email account
  • Audio and video capable device

 You may use any of the following devices with audio and video capabilities:

  • Cell phone (Smart Phone)
  • Computer (PC)/Laptop
  • Tablet

If you are experiencing issues after you have reviewed the Guide To Getting Started, please fill out our Virtual Connections form.

NOTE: Virtual Connections is for social connection and is not intended for family discussions with the health care team. If you have questions for the health care team, please contact the patient’s unit by phone.

If your patient has their own device, they can connect with the hospitals FREE Guest WiFi and use video apps.

Email a Patient

We value the vital role that families and partners-in-care contribute to the healing and wellbeing of our patients and appreciate how difficult this is for everyone.

To assist any family and friends looking to further connect with their loved one, Lakeridge Health is supporting and encouraging virtual and telephone calls as staying connected is an important part of healing. We offer a free messaging service called Email a Patient where you can send a personalized electronic message that will be printed and read to your loved one.

Frequently Asked Questions regarding Family Presence at Lakeridge Health

I am an essential visitor - what is important for me to know in order to safely visit the hospital?

We need your commitment to adhere to our safe visiting guidelines.  This includes the following:

  1. Masks must always be worn while in the hospital or on hospital property (i.e., while in parking garage, walking to the entrance).
  2. Absolutely no eating or drinking while in the hospital.
  3. Personal items (i.e., mobility aids, personal hygiene items, clothing as appropriate) can be brought to patients
  4. Food items (individually wrapped and commercially prepared) can be brought to patients. No shared food is allowed

We are screening everyone that comes to Lakeridge Health to ensure those entering are feeling well and free of illness.  This includes all of the Lakeridge Health team.  Please follow the signage to the screening entrance.

Once the screening questions are successfully passed, the family member/partner-in-care will be asked to perform hand hygiene and will be given a mask which is to be worn for the entire duration of the visit.  You may wear your own mask so long as it covers your mouth and nose.

The family member/partner-in-care must remain in the designated visiting area until the end of the visit when they are ready to exit the hospital. 

How can I schedule an appointment to visit my loved one on an inpatient unit?

All essential visits must be scheduled in advance by speaking to a member of the healthcare team on the unit.  Before booking your first visit, staff will outline key information with you over the phone to help you prepare for your scheduled essential visit.  Please do not schedule a visit if you are experiencing any COVID-19 symptoms, have been exposed to someone with COVID-19 or travelled outside of Canada in the last 14 days.

Where can I find more information on Compassionate entry for travelers and limited release from quarantine?

For more information, please visit the Canadian Government's Compassionate Entry Limited Release from Quarantine page.

Can families/partners‐in‐care bring in food for admitted patients?

Yes.  Food (prepared at home or from a food service establishment) can be brought in, aligned with the Provision of Home Prepared food for Patients During Visitor Restrictions for Covid‐19 guidelines.   

Can food be delivered to the hospital for admitted patients?

Yes.  Food deliveries (i.e. Skip the dishes, etc.) may be ordered for admitted patients and must be coordinated in advance, by speaking with your loved one’s care team on the unit. 

Do delivery food/drink containers or bags need to be wiped down before they are given to the patient?

No.  Delivery food/drink containers do not need to be wiped down.  Those who handle the delivery bag/containers should practice proper hand hygiene before and after handling.

Are visitors allowed to eat while in the hospital?

Visitors are not permitted to eat while in hospital.  Visitors may purchase food at the food court and eat it outside of the hospital, or in their vehicles. 

Are outpatients allowed to eat while in hospital?

In very specific circumstances (i.e. when the patient will be at the hospital for an extended period for treatment or tests), the care team can coordinate with the outpatient for nutritional intake while onsite. 

Are families/partners‐in‐care able to go in/out of the kitchenette?

No.  Families/partners‐in‐care are not permitted in the kitchenettes.  All families/partners‐in‐care should remain in the patient’s room/designated visiting area for the duration of their visit and use the call bell if they require assistance from a member of the care team.  

For any other questions, please speak with a member of the health care team. 
Thank you for your patience and support in keeping everyone safe.

What you can do to keep yourself and others safe

 Family Presence During COVID-19

Everyone that enters the hospital will be screened for COVID-19 symptoms, asked to perform hand hygiene, and will be provided with a mask. Please ensure to practice physical distancing during your visit.

In addition, to assist any family and friends looking to further connect with their loved one, Lakeridge Health is supporting and encouraging virtual and telephone calls as staying connected is an important part of healing. We offer a free messaging service called Email a Patient where you can send a personalized electronic message that will be printed and read to your loved one.

Screening when Entering
For those able to visit within the visitor protocols, we are screening at all entrances of Lakeridge Health hospitals to ensure everyone entering is well and free of illness. This includes all of the Lakeridge Health team. Anyone who is unwell will not be allowed to enter the hospital as ultimately this protects everyone.

Other Visitor-Related Information

Where to Stay

The Region of Durham maintains a list of local accommodations for you to choose from.

What to do in an Emergency

If there is an emergency at one of our hospital sites, we will make an overhead announcement. Please stay calm and follow the instructions of our staff.

Fire Safety

If there is a fire at one of our hospital sites, you will hear an overhead announcement for "code red". Please stay calm and follow the instructions of our staff. Do not use the elevators or try to leave on your own, as fire doors will be closed.

All of our staff receive mandatory fire-safety training and participate in fire drills regularly.

We're a Smoke-Free Environment

In compliance with the Smoke-Free Ontario Act and Electronic Cigarettes Act and Regulations, Lakeridge Health prohibits the use of any form of smoking or the use/vaping of electronic cigarettes (e-cigarettes) on any of its properties.