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While in Hospital

During your stay with us please be sure to ask questions. We want you to feel comfortable with everything you experience while you are here.

Upon arrival

When you come to the hospital for any inpatient procedures you will need to go to Patient Registration to get checked in. It is located near the Emergency Department. 
If you are at the hospital for an outpatient procedure or for a scheduled visit like Dialysis, Surgery or for any Diagnostic Imaging services, please proceed to Registration in the Joan and Paul Waechter Welcome Centre main entry.


Admission Handbook

Each admitted patient will receive a Headwaters Admission Handbook to inform them of all the essentials they need to know while in hospital. The information below includes the essentials you will find in this printed resource.

1. Know your health team

Your health team health professionals at Headwaters Health Care Centre work in various settings includes various team members such as nurses, physicians, laboratory, diagnostic imaging, nutrition, activation therapy, occupational therapy, physiotherapy, respiratory therapy, laboratory, and many other fields. Staff working in these areas use their expertise in diagnostics, treating and rehabilitating patients of all agesand abilities to achieve optimal physical, mental, emotional and social health.

Your health team’s goal is to help you, the patient. Depending on your health care plan, you may be consulted by some or all members of Headwaters’ health team.

2. Understand patient safety and privacy


Headwaters wants you to feel safe and secure while at the hospital – it is your right and our primary concern. Both you and your health team have roles to play in making sure your security and privacy are taken care of.

Your health team supports high-quality and safe care, using five key practices to improve staff and patient SAFETY:

  • S is for Safe environment
  • A is for Avoid falls and infections
  • F is for Family, friends and caregivers
  • E is for Everyone needs to be identified
  • T is for Tell us about your health
  • Y is for Your next steps

Patient identification

A wristband will be placed on you when you register at the hospital. It needs to remain on your wrist while you are in our care. Your health care team will check the wristband and your identity before providing care or medications.

They will ask you for two pieces of ID that may include your name, date of birth and/or similar information.


We are committed to protecting the personal information you share with us. Any confidential information we collect, use or disclose in providing health care services is handled according to best privacy practices and complies with privacy legislation.

3. Review your medications

Headwaters strives to prevent patient safety incidents involving medications.

At admission, information on preventing patient safety incidents involving medications is provided and discussed with you and your family. The Pharmacy team will complete a Best Possible Medication History (BPMH) and speak with you to ensure accurate information about your current medications. To help us in this process, please provide your care team with a complete list of all the medicines you are currently taking,
the dose, and how often you take them. Be sure to include herbal, dietary supplements, vitamins, or over-the-counter medications. You can bring in the medicines you are taking to help us compile the list. However, we kindly ask that you send your medicines home with your loved ones once a pharmacist team member has spoken to you. All medications that are prescribed for you will be supplied by Headwaters Pharmacy.

Please let us know if you have allergies or have any medication intolerances.

When administering medications, the health care team conducts the “rights” of medication administration: the right medication, the right dose, the right time, to the right person, with the right documentation, for the right reason, and with the right response.

A team member will always inform and educate you if they start, stop, or change your medication dose. They will document the discussion and give the highest priority to your or your family’s wishes. We want you to be involved in your care and become familiar with the medications your doctor has ordered. If you receive medication that looks different from what you usually take, please bring this to our attention and never be afraid to ask questions.

Headwaters uses smart infusion pumps that use dose-error reduction software to demonstrate our commitment to patient safety as part of our innovation strategies. Patients and families will be educated about the risks of tampering with the infusion pump.

4. Access your health records

my health care patient portal is a secure, online patient portal that provides you, authorized friends, family members and caregivers access to your electronic health record anywhere, anytime, from our partner hospitals Collingwood General and Marine Hospital, Georgian Bay General Hospital, and Royal Victoria Regional Health Centre.

Learn more about how to sign up for my health care.

5. Check hospital policies 

6. Review Patient Rights & Responsibilities

Every patient is the most important member of the healthcare team. Knowing and understanding
your rights and responsibilities
will help ensure your relationship with your health care team is a
good experience.

7. Know the Patient and Family Declaration of Values

It’s important that we understand what matters most to you, through the Patient & Family Declaration
of Values
, which was created and co-designed with patients, family members and caregivers.

8. Join the Patient and Family Advisory Partnership

Are you the next Patient and Family Partner?
Transform lived experience as a patient or caregiver into positive change for others in the hospital.

9. Access support services

Browse any of the support service details on the bottom this page to learn more about how to make your stay at Headwaters more comfortable, convenient and supportive.

10. Get ready for discharge

Preparing to leave the hospital

Although you’ve just arrived at the hospital, it’s not too early to think about your smooth transition and recovery at home. Your healthcare team will give you an estimated discharge day to start planning.

Discharge planning is when you, your loved ones and your healthcare team identify what is needed for you to safely return home or back into another setting in the community, for your continued recovery. Then, when it’s time to leave the hospital, you, your family members or caregivers are prepared and know what to expect.
To ensure a smooth transition back home from the hospital, consider the following:
  • Do you have concerns about falls at home?
  • Is there medical equipment you will need to arrange or purchase, such as mobility aids?
  • Will the stairs at home be a challenge?
  • Do you have any concerns about transportation back home?
  • Are there skills you’ll need to learn to take care of yourself?
  • Does your family or caregiver understand your care needs and how best to support you?
It’s important to discuss these questions with your health care team. Please let us know how we can
help you prepare to return home.

You may also request a family meeting with your health care team and loved ones to ensure all support is in place and patient needs are met prior to leaving the hospital.

Please remember to take all personal items with you after leaving Headwaters.

Medical bills

View details and options on how to pay your bill.

11. Headwaters Health Care Foundation

Giving today for a healthy tomorrow.

Headwaters Health Care Foundation provides funding that makes the greatest positive difference
for patients, and those who love them. Whether for top priority equipment, nursing education scholarships, or hospital renovations, all donations have a direct and meaningful impact on the hospital’s ability to provide the care you need with the compassion you deserve.

The Heart of Headwaters

The Heart of Headwaters program is a meaningful way you and your family can express your gratitude for the care you received at Headwaters Health Care Centre. Your donation can honour, thank and recognize an individual staff member, physician, or volunteer with a Heart of Headwaters.

Those honoured with your donation are recognized on hospital internal news channels. They are also awarded a Heart of Headwaters pin for their lanyards or scrubs. When donating, we encourage you to include
a special message to the person you wish to recognize, including their name. You may also wish to provide a brief description of your experience in the ‘comments’ section of the page. The person you are honouring will then receive a letter of recognition and a pin to proudly display.