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Frequently Asked Questions

Billings

If you present your valid Health Card number to Southlake’s Financial Services Department within 24 hours of your visit, you will not be billed for non-physician services. You may call-in your number within this timeframe as well.

No. Physicians bill separately for their services and may request immediate payment at the time of your visit. If this is the case, you will be given a receipt and may use it to receive reimbursement from OHIP.

Call your patient representative at the appropriate number and extension listed below.

For surnames starting with:
A – E, call 905-895-4521, ext. 2361
F – L, call 905-895-4521, ext. 2261
M – Q, call 905-895-4521, ext. 2135
R – Z, call 905-895-4521, ext. 2156

For general cashier enquiries call 905-895-4521, xt. 2262 or email: patientaccounts@southlakeregional.org

For information on OHIP or your Health Card,  visit the Ontario Ministry of Health website.

For questions about OHIP or Health Cards, and Ministry of Long-Term Care website.

Payment for uninsured services and personal accounts are due upon discharge. Payment for these services can be made at the Cashier, East Building, Level 1.

Services and items not covered by OHIP include:

  • Ambulance transportation (some exceptions apply)
  • Cast sandals
  • Fiberglass casts
  • Knee immobilizers
  • Soft collars
  • Aerochambers
  • Shoulder immobilizers
  • Aircast foam walkers
  • Clavicle braces
  • Ankle splints
  • Crutches
  • Preferred accommodations such as private and semi-private rooms

The Ministry Of Health (MOH) and Ministry of Long Term Care (MOLTC) along with the Canada Health Act, rule that any individual who receives medical care but cannot show proof of valid OHIP coverage, can be personally billed for both hospital and physician services provided.

All non-residents of Canada must pay for services received at Southlake. Inpatients are required to pay a $5,000 deposit (to be arranged with Finance Services) and sign a guarantee of payment for the balance of their account.

As a convenient way for patients paying for uninsured services or items (e.g. crutches, splints, etc.), Southlake accepts credit card payment at the Registration desk in the Emergency Department. 

In addition to the uninsured services/items listed, Canadian residents who do not provide a valid Provincial Health Card Number and residents from other countries (e.g., US) will be charged by the Hospital for use of the Emergency facility and by the individual physician for the cost of medical services incurred. Physicians are not employees of Southlake Regional Health Centre and, therefore, bill separately for their services.

Careers

Applications for Southlake jobs are only accepted online on the careers page. Applications delivered by hand, mailed and emailed are not accepted.

Positions appear in order from most recent to oldest. The most recent position appears on top only when sorting to a specific column is not applied.

Your profile is automatically linked every time you apply for a position, so you only have to fill it out once. However, we encourage you keep your profile up to date.

No. Access the My Profile page, and follow the steps for creating or updating your profile. You can do this at any time. Your information will be saved in the system and, as recruiters perform searches on the database, they will immediately have access to your profile.

Remember to keep your profile up to date to ensure your skills are appropriately matched to new career opportunities.

The Southlake Careers website is used for internal and external applicants to apply to job opportunities at Southlake. The Southlake Careers website will ask you to submit personal information such as name, address, telephone number, email address; employment, education and volunteer history as well as certifications and credentials. The personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act (FIPPA).

We use and disclose your personal information to:

  • Manage the recruitment process for employment opportunities at Southlake
  • Compile statistics
  • Fulfill other purposes permitted or required by law. We take precautions to protect your personal information from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal.

You may withdraw your consent for the following uses and disclosures:

You will receive an email reply at your specified email address upon registration of a Careers account, and after each time you apply for a position.

If you do not wish to receive these emails or have your personal information on the Careers at Southlake’s website, you will need to deactivate My Profile careers account. You may access and correct your personal records by logging into My Profile at any time.

Subscribe to our Career Alert and as soon as an opening matches your criteria, you will be notified by email with a link to view the opportunity. This career alert link will remain active for 90 days. You may unsubscribe from career alerts at any time by clicking on the unsubscribe link at the bottom of the registration page. You can also follow us on Facebook or Twitter to stay up-to-date.

You can upload your resume or other documents when you create your new profile. There are three ways to upload documents:

  • Using local files from your own computer system
  • Using Dropbox online storage
  • Using Google Drive online storage

Remember, when uploading documents, you need to define the type of document that you are uploading.

To apply for a position, you must first create your candidate profile. Access the My Profile page to create your profile and submit your resume. You will also be required to create a password. Use this password to access your profile and to apply for positions of interest.

Browse the Job Opportunities page and click “I am interested” on any position you choose. Then complete the skills criteria section and answer the screening questions that are specific to that position. If your skills and experience match the position’s criteria, you will be contacted for an interview.

Please keep in mind that only resumes received through our online application system will be considered and note that due to high volumes, only candidates selected for an interview will be contacted.

For more information about Southlake privacy protection practices or to raise a concern regarding privacy, contact: Privacy Office, Southlake Regional Health Centre, 596 Davis Drive, Newmarket, ON, L3Y 2P9

You can search for specific positions by entering the title of the position in the “Keyword” field. Only positions with this specific title will be filtered. If you see a position that is particularly appealing to you, make note of its “Job Number.” Next time you visit our website, you can enter this number into the suitable field under “Search Jobs.” This will automatically pull up that specific listing.

Click on the “Forgot your password?” link in the “Returning User” section. Enter your email address in the field provided, and click “Send.” An email containing the reset password link will be sent automatically to the email address provided.

If you are still experiencing problems with the new password, type in the password rather than cutting and pasting it from the email that was sent to you. Sometimes an extra space can be copied by mistake, which will render your password invalid. Please note that passwords are case sensitive.

Other possibilities to try:

  • Enable your cookies
  • Delete your cookies
  • Update your browser to the latest version
Candidate technical support

Southlake apologizes for any difficulty you may have experienced. Please read the FAQs above and if you still need assistance, please contact the career application system help desk directly by email, and include the following details of the problem:

  • Exact brand and version number of the browser
  • Version of the operating system you are using

E-mail address: candidate.njoynhelp@cgi.com

Phone number: 1-877-427-7717

Hours of operation

Monday to Friday 8 am to 8 pm, EST (except statutory holidays)

Yes. Your information will always remain strictly confidential and is not shared with anyone outside of the application process. It is only used for employment purposes.

Our recruiters will need time to review your application. Once our recruiter has assessed the application, they will contact those applicants who are chosen for an interview. If you are not contacted for a specific position for which you applied, please don’t be discouraged. All resumes submitted through our online application tool are kept for future consideration and you may be contacted at a later date for a similar role.

Contact Southlake Regional Health Centre Human Resources at Human Resources 905-895-4521, ext. 2269 or email: HumanResources@southlakeregional.org

Discharge Services

Southlake partners with CHATS and their Home at Last program in order to provide our patients with a smooth transition from hospital to home. To learn more about what CHATS has to offer please call 1-877-452-4287, or email them at seniorshelp@chats.on.ca

For more information about billing please follow this link to our Billings page.

Improving the patient experience is crucial towards improving the overall quality of care at Southlake. Please follow this link to our Office of Patient Experience for further information on how to provide your important feedback.

Going home should be a comfortable transition once you leave Southlake. To ensure this happens we ask our patients and families to follow these planning instructions:

  • Be available to receive necessary instructions for you or your family member’s care prior to discharge.
  • Inform your care team if there are circumstances which may delay you getting picked up.
  • If a family member or loved one is picking you up, have them be available during the day — preferably in the morning — to take you home.
  • Provide the necessary clothing to be worn at the time of discharge.
  • Pack, remove and transport all your personal belongings.
  • Fill your prescriptions for medications prior to your discharge. For your convenience, Centric Health Pharmacy is located next to the East Entrance and an automated pharmacy kiosk is available 24/7 in the Emergency Department waiting area.
  • Work with your care team on making sure the necessary equipment or modifications are delivered and completed at your home.
  • In the case of an infant, or small child, have a certified car seat available at the time of discharge.

Your care team will provide you with specific instructions to follow once you leave the hospital. These instructions may include prescriptions for medication and follow-up appointment information. If you have not received any follow-up instructions, or have any questions about them, please ask someone from your care team to help before you leave Southlake.

If you are discharged to another hospital or healthcare facility, your care team will look after your transition to your new destination.

Discharge time at Southlake is 10 a.m.

Foundation

Your undirected gift to Southlake will allow us to put your money where it is needed most to ensure that our clinical teams continue to provide the compassionate and leading edge care you need, when you need it most. If you would prefer to direct your gift to one of our Giving Priorities, you may do so.

Thank you for considering a stock gift to Southlake! Visit Ways to Give for guidance on how to make a stock gift and to download the form, or call 905.836.7333.

Thank you for updating your information with us! Email foundation@southlakeregional.org with the complete updated information or call us at 905.836.7333 and we’ll be happy to assist you in making the update. 

That’s ok! It happens.  If your donation was made online, take a look in your junk folder. If you’ve already checked and it isn’t there, email foundation@southlakeregional.org and we will resend it. If you have misplaced a tax receipt received in the mail, call us at 905.836.7333 and we will resend it to you.  

Absolutely. You can call us at 905.836.7333, Monday-Friday from 8:30-4:30, or you can mail us a cheque or visit us at:

Southlake Foundation

102-581 Davis Drive, Newmarket, ON, L3Z 0E9

The privacy and confidentiality of your credit information is a priority. Please do not send credit card updates over email. Instead, call us at 905.836.7333, Monday to Friday from 8:30am to 4:30pm and our gift processing team will take your new card number.  

First off, thank you! Your donation to Southlake will help ensure that our expert clinical teams have the tools they need to provide you with the care you need, when you need it most. Making a one-time or monthly gift is quick and easy.

By phone:

Call us at 905.836.7333 and we’ll be happy to assist you.

Online:

Click here to Donate

By Mail or In-Person:

Send a cheque or visit us at:

Southlake Foundation
102-581 Davis Drive
Newmarket, ON, L3Y 2P6

For other ways to give including tribute donations and legacy gifts, please visit Ways to Give.

All gifts to Southlake Foundation will receive a tax receipt as per CRA guidelines. One-time online gifts are receipted immediately to the email address provided. One-time mail or in-person gifts are receipted by mail shortly after the Foundation receives your gift. Monthly gifts are receipted for the total annual amount at the beginning of the next calendar year.

Patient and Family Advisory Program

That’s fantastic news! Click on the Apply Now button below and complete the PFA Volunteer Application Form.

  • Has been a patient or family member/caregiver or chosen support person of a patient who received care at Southlake in the past five years
  • Open to seeing beyond your own personal experience
  • Able to effectively share your thoughts and opinions
  • Able to maintain respectful communication and interactions with others at all times 
  • Be prepared to actively participate
  • Good listener
  • Comfortable speaking in a group

A Patient and Family Advisor (PFA) is a volunteer who provides advice from the perspective of the patient, family, caregiver or chosen support person in matters that relate to the patient. They work in partnership as advisors with hospital staff when discussions, plans, and decisions are being made about the delivery of healthcare services. This is accomplished by participating on:

  • Patient and Family Advisory Councils (PFACs)
  • Hospital committees
  • Special projects or initiatives
  • Workshops
  • Patient education material or policy review teams

At Southlake, we believe that the patient’s perspective is key in our ability to deliver exceptional healthcare services. Your input and experience will help create an environment where the best experiences happen for staff, patients and families.

Patient Connect Portal

  1. Provide your email address when you register as a patient at the hospital.
  2. Follow this link https://patientconnect.shinepartners.ca, Click Enrollment Request and complete the form. You will need either your Ontario health card or (Medical Record Number MRN). The MRN is on your patient armband.
  3. You will then receive an email with a link to create your unique User Logon ID and password and set up your security questions.

Once you have completed the enrollment to Patient Connect, you will be able to view personal health information for the patient.

Alternatively, you can visit the hospital’s Health Information Department and register for Patient Connect; it only takes 15 minutes or less to register! You will need two pieces of identification (one piece of ID must be a photo ID).

You must be enrolled in Patient Connect to use the MEDITECH MHealth app.

To download the free app, visit the app store (Apple Store or Google Play), select the MEDITECH MHealth app and click to install.

Once installed:

  1. Open the MEDITECH MHealthapp.
  2. A pop-up message will appear requesting access to your location services. Select Yes.Make sure the Location Services in your device Settings is set to On
  3. Click on the MEDITECH MHealth app and click onPatient Connect.
  4. Enter your Patient Connect Logon ID and password

 

From the home screen menu, you can access all of your health information.

This is a two-step process. To ensure you receive update notices as well as any test results you can change your email address by:

  1. Select Preferences, on the Patient Connect home page and update your email address.
  2. Reset your Patient Connect User Login ID or Password, visit Patient Connect. Click on the link and follow the prompts accordingly

Sign into your Patient Connect account. Click on the Profile Icon. Click on Update My Profile. Enter the information (street address, phone number) you wish changed, and press submit. Health Information will review your request, so the change may not appear immediately.

Call 1-877-733-5033 or visit the Health Information Department to close your account.

To reset your Patient Connect User Login ID or password, visit the Patient Connect and click on either the “forgot LogIn ID” or forgot “password” link.

If you require further assistance, please call Patient Connect support at 1-877-733-5033

**If you believe that your Patient Connect account has been breached or compromised, please call the support number above.

Only you have access to your health information in Patient Connect. You have the ability to share this information at your discretion. You have the freedom to invite and/or revoke other people’s access to your health information, without needing to go through the healthcare organization.

You are able to determine access levels and choose what components of your health information each person is able to see. It is easy to see who has access to your information; you will also be able to see when the proxy user last viewed your information.

You can set this up by:

  • Log into your Patient Connect account
  • Select the Profile icon
  • Click on the Shared Access button on the right side of you demographic information

 

It is important to remember that if a proxy requests a change of information via the Update Profile option, such as a change of address or email, this will change information on the patient’s health record.

You can view information from August 7, 2019 forward. There will be no historical information before this date.

Images are not available through the Patient Connect portal, but you can request these by visiting the hospital website.

To request access to the health record, you must go to the Health Information Department

You will need government photo identification.

Parents with a proxy account access to their child’s health record will receive regular reminder notices that access to their child’s Patient Connect account will be automatically suspended when the child turns 16 years of age. The child will be required to set up their own user account in Patient Connect.

These numbers are the unique medical record # for each hospital. The numbering legend is:

  • E00000000 – you are a patient at more than one site, so this is your enterprise medical record number
  • M0000000 – you are a patient at Markham Stouffville Hospital
  • S00000000 – you are a patient at Southlake Regional Health Centre
  • H00000000 – you are a patient at Stevenson Memorial Hospital

Patient Connect contains information on Laboratory results, Diagnostic and other reports, your appointment schedule and a list of your discharge medications from any visit to Markham Stouffville Hospital, Stevenson Memorial Hospital and Southlake Regional Health Centre. Your health care providers add this information during your hospital visit.

Go to Health Information at the locations noted below, or call 1-877-733-5033.

Health Information Department locations.

In addition to calling the support line at 1-877-733-5033, you can visit the hospital’s Health Information Department to get help with Patient Connect.

Southlake’s Health Information Department is located:
East Building, Level 1.
Hours: 8 a.m. and 4 p.m., Monday to Friday (closed on statutory holidays)
You can also visit the health information departments at our SHINE partner hospital for assistance.
Markham Stouffville Hospital
Building B, level 1, Room A1681
Hours: 8 a.m. and 4 p.m., Monday to Friday (closed on statutory holidays)
Stevenson Memorial Hospital

Basement level

Hours: 10 a.m. to 3 p.m., Monday to Friday (closed on statutory holidays)

For assistance enrolling for Patient Connect, or question about your Patient Connect account call 1-877-733-5033  Monday to Friday, 8:00 a.m. – 4:00 p.m.

Visiting Hours

Yes. Your health team will partner with you and your family to decide the visiting hours best to meet your individual needs. This planning will also assure the safety of patients, other visitors and Southlake staff are met.

Children are most welcome but must be supervised by an adult who is not the patient. We ask that they remain with the adult who is supervising them with the ability to monitor the child’s behaviour.

Absolutely! Our patients will be the ones to define their “family” and how and when they will be involved in their care.

No. Other programs such as the Adult Mental Health Inpatient Unit and Wellness Area, NICU, Postpartum visits and infants staying with admitted mothers have individual visitation policies.

We believe it is important for our patients to have the support of family and friends when receiving care at Southlake. Each individual has unique needs that will benefit from the inclusion of loved ones during their care.

Volunteer

All volunteers who are accepted into the program participate in a 1.5-hour in-person orientation and required online training. Upon completion of screening requirements, you will then complete role-specific training.

New volunteers begin with one placement. Additional opportunities may be considered if you can fulfill commitment expectations and there is a suitable opening.

Our vacancy list changes on a daily basis. Once you submit an online application, we will email an updated list of current volunteer opportunities. Remember, choose a role based on your interest and availability. We will then invite you in for an in-person interview to ensure the role is the right fit for you. If you have a specific interest, you should indicate this on your application. Please understand that we are not always able to fulfill requests for a specific placement.

The minimum age to volunteer at all sites across Southlake is 16 years of age or older. You must be the minimum age when you submit your application.

If you are a professional and allied health placement student or their placement coordinator, please contact our Professional Practice Office at 905-895-4521, ext. 2954.

Volunteer roles do not include duties or responsibilities that are performed by a licensed or regulated profession (physician, physiotherapist, nurse, lab technician, etc.) All volunteers, regardless of their training, are restricted to only performing the duties outlined in their volunteer role description.

We recognize that life can be very busy. This is why we ask for a commitment of one shift per week for a minimum of 2 to 4 hours.

Volunteering at the hospital does not guarantee that you will receive a paid position. If you are interested in paid employment, please visit the career section of our website.

It is important to ensure we have a full complement of volunteers every shift to allow us to provide the best experience for our patients, families and visitors. It is the expectation that you attend every shift on time. If you are unable to attend your regular shift we require that you let us know as soon as possible.

Volunteers receive complimentary parking during their volunteer shift.