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Amputee with wheelchair and prosthesisFrequently Asked Questions

Patient services
Accommodation
Visitor information
Hospital policies and procedures
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Patient services

Is there a telephone in the patient room?
A telephone is provided to you for a daily fee. After you have settled into your room, share your telephone extension with family and friends so they can contact you between 8:00 a.m. and 9:30 p.m.

Can television be arranged for patients?
Television rental can be arranged at your request.

Can I receive mail/e-mail at the hospital?
During your stay, encourage family and friends to include our room number on your mail so staff can direct it to the appropriate patient care unit.

The hospital does not receive or distribute e-mail on behalf of patients. However, computers with internet access are located in the patient lounge on each patient care unit. A user account and password must be assigned - after you have settled into your room, contact our IT Support Group at ext. 7060 and select option 1.

Are there any laundry facilities at the hospital?
Laundry facilities are open daily on the ground floor of Agnew wing. A vending machine is available with detergent and fabric softener. Laundry products are also available in the gift shop or in the laundry room.

Are there any everyday items for sale available for patients?
Library, shopping, coffee and assistive device carts are brought to your patient unit Monday to Friday by our dedicated volunteer team.

Is there a chapel at the hospital?
The Chapel of Our Lady and Saint John is one of the unique architectural features of the hospital with its medieval church design and stained glass windows. The chapel is always open to patients for quiet reflection and prayer but regular services are also offered. Please call ext. 7030 for chapel service schedules and information.

Is there a gift shop at the hospital?
During our construction project, the temporary location of the gift shop is the first floor of the Agnew wing. The hours of operation are:

The gift shop offers a variety of personal care items, therapeutic devices and athletic wear which you may need during your rehabilitation. The shop also sells a variety of other items such as magazines, flowers, cards, gift ware and snacks for visitors and patients.

What is covered by provincial health insurance?
For Ontario patients, standard ward accommodation is covered by provincial health insurance. If you choose to have preferred accommodation such as a semi-private or private room, you must make payment arrangements before you are admitted to the hospital. Some outpatient rehabilitation is also covered by provincial health insurance.

Patients from outside Canada may be responsible for some costs. Please contact us for more information.

What costs am I personally responsible for?
During your inpatient stay, daily fees for private and semi-private accommodation, telephones, television rentals, and assistive devices orders are charged to your account. On the day prior to your discharge from St. John's Rehab, please visit the patient accounts office on the first floor of Scadding wing to settle your account.

How do I provide compliments, complaints or feedback?
Feedback from our patients, their families and the community is very important to St. John's Rehab Hospital. Your compliments, concerns and suggestions help us to improve the services we provide. Our goal is to achieve excellence in everything that we do.

Prior to your discharge, please take a few minutes to speak to a staff member, the Team Coordinator, Patient Service Manager or Physician. You may also fill out a comment card available on our patient care units or contact PatientRelations@stjohnsrehab.com.

Accommodation

Can private or semi-private accommodations be arranged?
Our admission staff make every effort to accommodate your requests for semi-private or private accommodation. Some extended health insurance plans cover the costs or some of the costs of preferred accommodation in rehabilitation hospitals. Please check with your private insurance company prior to admission to ensure you are aware of your rehabilitation hospital coverage.

What are the accommodation rates?
Semi-private rooms are available at a cost of $225 per day. Private rooms are available at a cost of $250 per day. Standard ward rooms are available at no cost to Ontario residents through OHIP. Patients can pay by cash, cheque or credit card. For more information, please call our Patient Accounts office at 416-226-6780, ext. 7045.

What should I bring for my inpatient stay?

What should I not bring for my inpatient stay?
St. John's Rehab cannot accept responsibility for lost, stolen or damaged items. We advise that you do not bring large amounts of cash, jewellery or other valuables. Due to interference with hospital equipment, personal mobile phones and laptops may be prohibited in some areas of the hospital. Please check with your team coordinator for more details.

Visitor information

What are visiting hours?
12 noon to 8:30 p.m. daily. For more information, see the hospital's visitor policy.

What about parking fees and services?
Plenty of parking is available at competitive rates. Effective April 1, 2011 - March 31, 2012, parking rates are:

Visitors must pay for their parking ticket at the pay stations located inside the hospital in the Horsfall Eaton Wing or the Agnew Lobby before exiting. Two-week or monthly passes can also be purchased at the pay stations. For more information, please call 416-226-6780, ext. 7045.

How do I get to the hospital?

St. John's Rehab Hospital is located at 285 Cummer Avenue in Toronto. We are situated between Bayview Avenue and Yonge Street, north of Finch Avenue and south of Steeles Avenue. The Toronto Transit Commission bus #42 departs from Finch subway station and drops off passengers at the end of the hospital driveway.

Hospital policies and procedures

What are the hospital's admission procedures?
To be admitted to St. John's Rehab Hospital, patients are referred by a primary caregiver, usually at an acute care hospital. If you are interested in receiving care at St. John's Rehab, please discuss with your caregiver (i.e. - doctor, surgeon, social worker, discharge planner, etc).

If the caregiver determines that treatment at St. John's Rehab is appropriate for your particular condition, they would need to complete an application and referral to our admissions office. Admission depends on a variety of factors, including space availability and many other criteria which are specific to each individual case.

Please direct your primary caregiver to referring information on our website at http://www.stjohnsrehab.com/programs_services/referringInfo/index.aspx.

What is the discharge policy?
Your discharge is determined as a part of your consultations with the rehabilitation team during your rehabilitation program. We would ask that you adhere to our discharge time of 9 a.m. so that we can prepare the room for incoming patients. Your patient account should be settled prior to leaving the hospital.

What is the smoking policy?
In compliance with the Smoke-Free Ontario Act (2006), St. John's Rehab Hospital is a smoke-free facility. Smoking is strictly prohibited anywhere inside the hospital, in the ambulance loading area, on the balconies. To promote healthy lifestyles, our hospital campus is completely smoke-free, with the exception of a designated, marked area, located nine metres outside our Beatty Wing (west) entrance.

Where can I get more information about the hospital's privacy policy?
To learn more about how your personal information may be used and the measures being taken to safeguard your privacy, please view our privacy policy or contact our Privacy Officer at 416-226-6780 ext. 7106.

How do I register a complaint?
At St. John’s Rehab, we strive to meet your expectations of a positive overall experience during your admission, the development of your treatment goals, your individualized care, the food you eat, the physical environment and the process to discharge you home.

All concerns are taken seriously and we welcome your suggestions for improvement. If you have a concern about any aspect of your visit, we encourage you to seek assistance from a member of your team first. If the situation cannot be resolved at that level, you can always speak to the Team Coordinator and then to the Patient Services Manager. Should you require additional assistance, you can call our Quality and Patient Safety Department at 416-226-6780 ext. 7106.

If you prefer to share your concern in writing, comment cards are available on all units and at the Information Desk, or you can e-mail us at PatientRelations@stjohnsrehab.com.

We look forward to meeting your needs in every way possible.

Does St. John's Rehab provide equitable access to services for people with disabilities?
St. John's Rehab is committed to providing full access to services for people living with disabilities, as required under the Accessibility for Ontarians with Disabilities Act. For more information, please see our accessibility policy page, which also includes action plans and reports on improving accessibility at the hospital.

How does St. John's Rehab disclose to patients any adverse events that may affect their health?
The hospital is committed to providing the best possible care to our patients. Despite dedicated efforts to prevent adverse events, not all harm is preventable. Adverse events do occasionally occur in any health care environment.

The hospital discloses to patients any adverse events that affect their health, or may affect their health in the future. For information about the process, please see our disclosure of adverse events policy.

How does St. John's Rehab ensure the safety of its staff from violence and discrimination?
St. John's Rehab Hospital is committed to providing a workplace which demonstrates mutual respect for one another as individuals. All of our staff members have the right to participate fully in an environment free from all forms of workplace violence. We have a detailed policy that defines behaviours which constitute workplace violence and outlines procedures for reporting and resolving incidents. Any form of workplace violence by a staff member, patient, visitor or any other person, is not tolerated. All measures will be taken to enforce our workplace violence prevention policy.

St. John’s Rehab Hospital also has an anti-discrimination / harassment policy, as well as a staff Code of Conduct that requires all employees to perform their duties and functions impartially, responsibly, diligently, efficiently, with integrity and in a manner that bears public scrutiny.

How does St. John's Rehab seek opinions and feedback about its services from the community?

The hospital's Community Advisory Committee is a forum for community partners and representatives to learn about, and provide advice and feedback about our unique rehabilitation services. When other issues arise that require broader consultation, the hospital creates more opportunities to discuss the issues with our patients, partners, staff and community. For more information, please see our community engagement plan.

Community members are always welcome to share concerns, feedback and questions by e-mail to info@stjohnsrehab.com. We aim to respond within four business days. If you have a concern, compliment, or complaint about a specific patient care issue or experience at the hospital, please e-mail PatientRelations@stjohnsrehab.com.

How can I make a donation to the hospital?
We appreciate and count on your support. Your tax-deductible donation to St. John's Rehab Foundation will help support our rehabilitation programs and research. Through the generosity of our donors we can continue helping rebuild people's lives following injuries or illness. For information on ways to give, visit the foundation section of this site or call 416-224-6945.

 

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