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Appointments – ambulatory care services

Appointments – ambulatory care services

Ambulatory care services

We take pride in providing high-quality health care in a family-centered environment. We believe each child is unique and we treat them as such. Our care is personalized for your child and your family. Our team works very closely together to ensure seamless care and support. We look forward to helping you and your child, and hope their stay with us will be a pleasant one. If you have questions, please contact us.

Frequently asked questions

New medical request/referral

Our hospital provides pediatric orthopaedic care. We accept requests for medical consultations that relate to our field of expertise, for children under 18 years of age. Research has supported the fact that the earlier a child is referred to our hospital, the more positive and significant the long-term outcome is for that child. Acceptance is based on a child’s medical needs when there is a reasonable possibility he/she can benefit from the specialized services available.

If your child has a condition treated by Shriners Hospitals for Children — Canada, please contact us. We will work with you to gather the necessary information to complete the referral process.

If you wish to request treatment for a child, please click the appropriate button corresponding to your location and indicate the following information in your e-mail:

  • Last name and first name of child
  • Date of birth of child
  • Health insurance card number and expiry date
  • Mother’s maiden name and first name
  • Father’s name and first name
  • Home address
  • Email address
  • Two phone numbers where you can be reached 
Request from Canada   Request from the United States   Request from other countries

 

Once you have sent your referral, you will receive an acknowledgement of receipt by email. This document includes important information regarding the next steps for your child’s care. Please make sure to look in your junk mail and spam folders, as the receipt may have been redirected there. 

Scheduling and managing appointments

Clinic

Clinic visits are by appointment only. Our appointment management team will call you to schedule these appointments. The team will call Monday through Friday (except statutory holidays), between 8 a.m. and 4 p.m.

  • If you need to change or cancel a clinic appointment, please call 514-282-6971 or toll-free in Canada at 800-361-7256, ext. 6971.
  • Please leave a message on our voicemail and our appointment management team will get back to you within three business days.

Rest assured that each call is important to us and we will respond in the order the message has been received, taking into account urgent needs.

Rehabilitation

Following referral by one of our clinic physicians for physiotherapy or occupational therapy, please call the rehabilitation secretary directly at 514-282-7189 to make, modify or cancel an appointment. You may use our toll-free number within Canada, which is 800-361-7256, ext. 7189. Please call on weekdays between 8 a.m. and 4 p.m.

Canceling or rescheduling appointments

If you need to cancel or reschedule your appointment, please call us three business days before your appointment. This helps ensure that our new patients (average 500 each month) are all able to see our specialists.

*Note: Following two missed appointments without proper notice, a new appointment will be made on a case-by-case basis.

patient using assistive walking device with staff member supervising 

Preparing for your visit to the hospital

What should you bring?

  • Your child's health care card and photo ID

    • In Quebec (RAMQ)
      Newborns who have not yet received a healthcare card are covered by the mother’s card. It is important that the mother of the child bring her RAMQ card. If you have lost your healthcare card, please call the RAMQ office for a temporary number and provide it to the admission clerk. (This step should be done prior to your visit to the hospital). This temporary number will be entered and remain in the patient file, until the new RAMQ card is received. RAMQ phone number: 514-864-3411.

    • Other Canadian provinces
      Your provincial health card will cover healthcare fees as long as it is still valid. We will enter this information into our records and ask you to complete an out-of-province form so we can bill your province.

    • Non-residents, foreign visitors, refugee status
      An official document stating your status in the province of Quebec is necessary. Health care fees will be determined on a case-by-case basis, including payment by an insurance company or Shriners Hospitals for Children.

    • Private insurance information
      If you are insured, please show your insurance company information to the registration/admission clerk.

  • Shorts and t-shirts
    You can wear them or bring them with you. This type of clothing is helpful for the medical assessment as, depending on the reason for your visit, we may need to evaluate the child's legs, arms, shoulders, etc.

  • Medication list
    Bring a list of your child's over-the-counter medications, natural products, vitamins, etc. This is important information for your doctor to know if they need to provide a new prescription.

  • CDs and radiological imaging (X-Rays, CT SCAN, MRI, etc.)
    Please bring when available.

  • Written reports
    Please bring any pertinent reports from other hospitals or clinics (consultations, operative reports from other facilities, etc.) when available.

Getting to Shriners Hospitals for Children — Canada

Visit our “Getting here” page for driving directions, public transportation, parking and travel assistance information. View Google maps for additional navigation details.

Registration process

  • Fast Pass
    The admission/registration desk is located near the main entrance, adjacent to ambulatory care. In order to ensure the safety of all of our patients, families and staff, a security management system called Fast Pass has been implemented. Fast Pass rapidly identifies, captures and logs visitor information.

    Fast Pass requires all visitors over the age of 14 to provide a driver’s license or other form of photo ID. A photo will be taken and reproduced on the identification tag that all visitors will be required to wear throughout their time at the hospital. This identification tag has an expiration date. It is expected that this process will add 15 seconds to your registration time at your first visit and much less subsequently. Please prepare and provide your driver’s license or photo ID in order to make the process as fast as possible at the front desk. We appreciate and thank you for your cooperation.

  • Clinic registration
    Once you have completed the main reception process, you will be given a registration number and will be directed to the registration office. Please have a seat in our waiting area. You will be called to register for your clinic appointment by your number. The number display screen is located to the left of the registration area. When the number changes, you will hear a sound and your number will appear and flash on the screen. You will be directed to the available station. Once registered, you will be directed to the appropriate waiting room.

For your comfort in the waiting room

Toys, books, games, WIFI, TV screens and video games are available to patients and families in different areas of the clinics. Also, a selection of juices and cookies are available in the main waiting room of the clinic (hockey rink), free-of-charge.

Patients in the waiting room may be there to see one of many doctors, nurse cast technicians, nurses, therapists, other professionals or simply to have a test performed. Therefore, patients may not be called in the order of arrival. We will do our best to minimize wait times; however, in certain cases, based on individual patient needs, the doctor may need to spend extra time with the patient than the original appointment was scheduled for.

Meet your ambulatory care team

The employees in ambulatory care services provide care to children with orthopaedic and related conditions on an outpatient basis. We offer care with an interdisciplinary team that includes input from physiotherapists, occupational therapists, nurses, social workers, orthopaedic surgeons and other physicians. The contribution of other paramedical personnel, such as orthotists, enhances the services provided by the department.

  • Your care managers
    • The nurses working in the clinic also function as care managers for all patients at Shriners Hospitals for Children — Canada. For patients attending the prosthetic clinic, a physiotherapist assumes this role.
    • The aim of care management is to provide each outpatient with a nurse contact who is knowledgeable about the patient's condition and treatment options, and can assist with any questions and problems that may arise.
    • Patients and families are assigned a care manager based on the complexity of a patient`s condition and/or the recommendation of a patient`s attending surgeon. While in clinic, take the time to get to know your child’s care manager and share contact information.
  • Reaching your care management team
    • The care managers' time is shared between the office and the clinic, Monday to Friday, from 8 a.m. to 4 p.m. (except statutory holidays).
    • As they are not always in their office, you can leave a message by email or through voicemail. If you don’t have the contact information for your care manager, please call 514-282-6971 or toll-free in Canada, 800-361-7256, ext. 6971, and ask for your care manager. Mention your name, phone number, the child’s name and date of birth, and the doctor's name. This information will help them correctly identify the patient and find appropriate information in order to call you back.
    • The care managers check their messages regularly and will email you or call you back within three to five business days, according to priority.
  • Your nurse cast technicians
    • The cast services operate Monday to Friday, from 8 a.m. to 4 p.m. (except statutory holidays), and can be reached at 514-282-7159 or toll-free in Canada, 800-361-7256 ext. 7159.
    • Our cast services team consists of three nurses who are also cast technicians. You will meet them if your child needs a cast application, removal, dressing change, etc., throughout the episode of care.
    • The nurse cast technicians are also specially trained to provide wound care expertise and follow-ups, as needed.
    • Do not hesitate to consult them as needed to address your concerns regarding your cast, dressing, wound issues, etc.
  • Your info nurse
    • We offer the services of an info nurse for patients who need to speak to a nurse regarding immediate post-surgery care, or for patients/families who need more urgent follow-up care.
    • You can reach the info nurse line, Monday to Friday, from 8 a.m. to 4 p.m. (except statutory holidays). During office hours, please call the inpatient unit directly at 514- 282-7194 or toll-free in Canada, 800-361-7256, ext.7194.
    • Please call if you have:
      • Pain issues.
      • GI issues: Unable to eat, nausea, vomiting, constipation, diarrhea, etc.
      • Bladder issues: Incontinence, urine retention, pain, etc.
      • Medication issues: secondary effects, not tolerating medication well, pain despite medication, etc.
      • Questions regarding what type of activities you are allowed or not allowed to do after surgery, or while waiting for appointment.
      • Problems performing activities (ex: cannot walk, get up, etc.).
      • A change in condition which needs assessment with the nurse.
    • The info nurse will ask you clinical questions to help assess the situation and decide on the next steps.
      • She may advance your follow-up appointment.
      • She may relay your issue to your care manager.
      • She may send you some information.
      • Redirect you to your local ER department, etc.
   
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