URGENT CARE CENTRE
When you or a member of your family become ill or require medical assistance, the Hotel Dieu Hospital's URGENT CARE CENTRE staff is here to assist. We care about you and will do our best to help you feel better.
Hours of Operation
The URGENT CARE CENTRE is open from 8 a.m. to 10 p.m. every day. All patients registered before 10 p.m. will be assessed and treated.
The Chown parking garage is located on Brock Street, across from the main door of the hospital. Security staff will also assist you in locating other parking lots.
In order to help you, we need to know your name, address, doctor's name, and your health card number. Try to remember to bring you health card with you.
If you do not speak English, we will try to find someone to translate for you.
Why do I have to wait?
People come to the URGENT CARE CENTRE with many different problems. Some people are very sick and must be seen at once. A triage nurse decides the order in which patients will be seen.
Triage: When you arrive at the Hotel Dieu Hospital's URGENT CARE CENTRE, you will talk to a registered nurse called a triage nurse before you register. The word "triage" is derived from the word "trier", meaning "to pick or to sort". Triage is designed to quickly identify those people with severe potentially life threatening problems.
This triage nurse will ask you about your illness or condition, and about any medications you take. Even if we are not able to treat you at once, the triage nurse will check with you regularly. If your condition changes and you begin to feel worse, tell the triage nurse at once.
Waiting Time: The triage chart on the wall helps to explain the order in which patients are treated. For instance, if someone is having a heart attack, that person will be treated before someone who has a sore back. If there are many people waiting for treatment, it will take longer before you can be seen.
If someone who arrived after you is treated first, it is probably because that person's problem is more serious. Other patients may have appointments with other doctors and may enter the department ahead of others. Sometimes the room or the equipment needed to treat you may be in use so you will have to wait. Occasionally a patient may need to be taken into a quiet room.
While you are waiting
- If your condition changes and you begin to feel worse, tell the triage nurse at once.
- Do not leave the department without telling the triage nurse. It is important that your illness or condition be assessed before you leave.
- Do not eat or drink anything until you ask the triage nurse. Some tests cannot be done if you have eaten.
- Have only one friend or family member wait with you. It will be less stressful for you and the waiting area will be less crowded. You may have to wait a long time to be treated so, if possible, you may want to leave small children at home in someone else's care.
- Do not use your cell phone in the hospital. Cell phones can cause problems with patient care equipment. Use the public telephone if you need to call someone.
In keeping with our values at Hotel Dieu Hospital, we offer the services of a Patient Relations Officer to our patients and visitors. If you have a suggestion, concern or compliment about your experience, please contact the Patient Representative at 544-3310, extension 3040.
Frequently Asked Questions
Q: What will happen while I am being treated?
A: Specially trained emergency doctors and nurses will work together to take care of you. You may also see student doctors and nurses, or a specialist. Social workers can also help if you require support.
Your blood pressure, temperature, and heart rate may be checked first. Blood and urine samples may be taken. Other tests may also be done while you are here. It will sometimes take up to 2 hours to get the results from these tests and for the doctors to make decisions about your treatment.
One family member or friend may stay with you while you are being treated.
Q: What happens if I am admitted to hospital?
A: If you are admitted to hospital, you will be transported to the Kingston General Hospital when a bed has been arranged for you. If you are admitted for a psychiatric problem, you may be admitted to the Psychiatry Unit at Kingston General Hospital or to the Mental Health Services site.
Q: What happens if I am discharged?
URGENT CARE CENTRE from EMERGENCY...?
- Make sure you ask questions about your illness or condition and about any treatment required while the doctor is in the room with you. If you need a note for work, ask while the doctor is in the room. If you are unsure about what you are to do, ask the staff to explain it again. There is space in the back of this brochure for you to write down any instructions.
- Follow the directions that the staff gives you. You may forget important information so have them write it down for you.
- There are often educational pamphlets available which can help to explain your illness. When you are being discharged ask if there is more information.
- If you have questions or concerns after you get home, call us at 613-546-1240.
- Write down the dates for any follow-up appointments and make sure you keep them. It is important that you continue to have your illness or condition treated. We have provided space at the end of this brochure for your notes.
- Contact your family doctor. It is important for your family doctor to remain informed about your illness so that he or she can continue to treat you. If you ask us to, we will send a report of your visit to your family doctor.
Q: Why is Hotel Dieu changing the name of its Emergency Department?
A: The new name more accurately reflects the actual care delivered in Hotel Dieu’s current Emergency Department,
which provides care for ambulatory patients with non life-threatening illness or injury.
Q: What is the difference between Urgent Care at HDH and Emergency care at Kingston General Hospital?
A: Urgent Care is directed at patients with a non life-threatening injury or illness such as fever, earaches, coughs,
colds, eye injuries, abdominal pain, cuts/burns, sprains, broken bones or any injury that should not wait for a family doctor.
The KGH Emergency Department is equipped to handle serious illness, major trauma, and other medical emergencies.
When Hotel Dieu’s Urgent Care Centre is closed, the ER at KGH also provides urgent care.
Q: Does the new name reflect a change to the kind of health care provided by Hotel Dieu in its emergency services?
A: No. This name change will not affect the care we give or the kinds of healthcare professionals who treat patients in the Centre.
Emergency doctors and nurses will continue to provide the same high quality care in the Urgent Care Centre.
Q: Will the Urgent Care Centre be prepared if a medical emergency does arise?
A: Yes. If needed, the Urgent Care Centre has the resources to stabilize and to arrange to transport patients to the Emergency Department at KGH.
Q: How does the new name benefit patients?
A: Changing the name should make it easier for patients to know where to go when they need urgent or emergency care.
Also, the name should reduce the risk that patients arrive at the HDH Urgent Care Centre with the highest level of acuity or during closed hours.
Written by Maureen Pickering, Reg.N., Nurse Manager, Emergency Department