What should I bring to Southlake?
- Your Ontario Health Card and all relevant private insurance information which covers semi-private or private accommodation. If you sign up for semi-private or private accommodation and you do not have extended health insurance you will be financially responsible for any charges incurred.
- An up-to-date list of all medications and dosages you take on a regular basis. If you bring the medications with you to show staff, please ensure they are taken home, or sent home as soon as the nurse or physician has made a record of them. The hospital cannot be responsible for storing your medications.
- A bathrobe, non-slip footwear, and comfortable lounge or sleepwear.
- A toothbrush, toothpaste, shampoo, shaving supplies, body lotion (unscented), and other toiletries.
- A comb and brush.
- A box of facial tissues and feminine hygiene products.
- A small note pad and a pen or pencil.
- Activating the TV is done either directly through the TV or over the phone with credit card information.
- Custom-designed aids such as walkers and wheelchairs.
- For a child, their favourite toy or blanket, and diapers if required.
- For a newborn, diapers, sleepers, and appropriate clothing for discharge.
- Cell phone and small devices.
If you forget any of the above items, most are available for purchase from the Southlake’s Gift Shop or Centric Health Pharmacy both located on level 1 of the East Building. For hours of operation please click here.
What Should I Leave at Home?
- Alcoholic beverages.
- Colognes, perfumes, body sprays, scented personal care items. Southlake is a scent-reduced environment. Please refrain from wearing/using scented products (e.g. colognes, perfumes).
Although Southlake has many security features in place, do not leave cash or any valuable articles at your bedside. Southlake cannot be responsible for personal belongings and cash which may go missing from your bedside.
Download Southlake’s Patient, Family and Visitor Welcome Handbook.
Southlake Health offers ward (three or four person), semi-private (two person) and private room accommodations. Provincial health insurance (i.e. OHIP) covers the cost of a wardroom, but requested semi-private and private rooms are not covered by provincial health insurance.
Upon admission at Southlake, patients can request preferred accommodation (semi-private or private room). To do so, you must provide the following information:
- A signed Billing Consent form (forms available in the Patient Registration Office),
- A valid credit card, and/or
- The name of your insurance company, the policy holder, relationship to patient (if different), policy/group number and certificate/member ID#.
Before admission, it is the responsibility of the patient to verify their insurance coverage, including any limits. Due to privacy concerns, Southlake cannot verify insurance coverage. In most cases, Southlake will submit a claim to your insurance company. However, if the insurer does not cover any part of the room charges, the responsibility for full payment remains with the patient/guarantor.
Accommodation options:
- Ward Room: Four (4) beds per room, covered for patients with a valid Canadian health care such as OHIP
- Semi-Private Room: Two (2) beds per room, $280/day* charged to patient and/or insurance plan
- Private Room: One (1) bed per room, $340/day* charged to patient and/or insurance plan
These prices are applicable to patients covered by a Canadian provincial health plan.
*Prices are subject to change without notice.
Frequently asked questions about preferred room accommodations
Can I still request preferred accommodation if I don’t have an insurance plan?
Yes, you can request a semi-private or private room. Upon request, you will be asked to complete and sign a Preferred Accommodation Form and provide a valid credit card to be charged after discharge.
What if I request preferred accommodation, but the room is unavailable?
Our team makes every attempt to fulfill your request for private and semi-private accommodations, but this can be limited based on availability.
I have extended health benefits. How do I find out if my insurance plan covers semi-private or private room accommodations?
All insurance companies and plans are different. Southlake encourages patients and guarantors to confirm directly with their insurance company, even if you believe you know your coverage, as insurance plans can change.
If your insurance covers a portion of the semi-private or private room rate, the difference will be billed to you or your guarantor directly.
I am currently an inpatient at Southlake. I thought my insurance covered a semi-private or private room, but I have just found out that it does not. Can I change my request?
Yes, you will need to sign another Accommodation Request Form indicating your new room request. If you had requested and were staying in a semi-private or private room, you will still be responsible for any charges that were incurred up to the date of your room change request.
To change your room request, please contact the Preferred Accommodation Office at 905-895-4521 x2074 or by emailing PreferredAccommodation@southlake.ca.
Once I have been assigned to a room, can I be transferred out?
Yes. It may be medically necessary for another patient to be placed in the room you are in. Should this happen, we ask for your understanding, as patient safety is Southlake’s priority.
I provided the hospital with my insurance information, so why am I receiving a bill?
You are receiving a bill because your insurance company has not yet paid the hospital. Please follow-up with your insurance provider for further details regarding your claim.
I received a bill from Southlake, but I have extended health insurance. How can I provide this information?
If you did not provide your extended health insurance upon admission, please email PatientAccounts@southlake.ca to provide the following:
- A scanned copy of your extended health insurance benefits card (both front and back of the coverage card). Please indicate the Policy Holder’s relationship to the patient if different.
- A scanned copy of your bill.
Please note, The Ontario Disability Support Program and drug benefit programs do not cover preferred accommodation costs.
Who should I contact if there is a discrepancy with my bill?
Please contact Southlake’s finance team by emailing PatientAccounts@southlake.ca or call 905-895-4521 x5770.
Please note, Southlake’s finance team operates between Monday to Friday between 7:30 a.m. to 3:30 p.m.