Banking Machine | Cell Phones | Chapel | Electrical Equipment | Elevators | Environmental and Linen Services | Flowers | Food | French Language Service | Gift Cards | Gift Shop | Hairdresser/barber | Internet Café | Lost and Found | Lottery Tickets (HELPP) | Magazine Cart | Mail | Media Relations | Newspapers | Nurse Call System | Parking | Patient Room Numbers & Telephone Extensions | Support for Nursing Mothers | Taxi | Telephones | Televisions | Valuables | Visitor/Patient Information | WiFi
An automated bank machine (ATM) is located on the Ground Floor, Tower B, adjacent to the elevators and can be accessed with any Interac bank card.
Patients and visitors may use cell phones or other wireless technology in any area of the hospital where direct patient care is not being provided such as lobbies, cafeteria and closed private offices. In areas where patient care is being provided, cell phones must be turned off at all times. This is important because radio-frequency devices have been shown to interfere with the proper operation of certain medical devices at close range. Signs indicating where cell phones and other wireless technology can and cannot be used are posted throughout our facility.
Anyone using a cell phone is asked to please be considerate of others when using such a device.
Due to measures designed to safeguard against COVID-19, weekly Mass has been cancelled until further notice.
The chapel is located on the 3rd Floor, Tower A. It is always open to patients, their families, physicians, staff and friends for meditation and prayer. A Catholic Mass is held Wednesdays at 10 a.m.
Please advise your nurse if you have brought any electrical appliances with you to the hospital (such as hair dryer, electric razor, etc.) to determine if the appliance can be safely used in your unit.
Public elevators to be used by patients and visitors are located in the Hospital’s three towers (A, B, and C). Towers A and C each have one public elevator, while Tower B has two. Use of the service elevator in Tower A is restricted to staff transporting soiled and contaminated items.
Your room and bathroom will be cleaned routinely by a housekeeper from the Environmental Services Department. Your bedding will be changed regularly.
Due to measures designed to safeguard against COVID-19, flower delivery has been cancelled until further notice.
If you receive flowers, they will be delivered to your room. Some patients and staff have sensitivities to heavily scented flowers. Please choose varieties that are low scent.
The Mural Café is located on the ground floor of Tower B, across from the Diagnostic Imaging Department. Operated by the Pembroke Regional Hospital Auxiliary, it offers a variety of coffees, fresh baked cookies, muffins, bagels, soup and sandwiches. A selection of juices, soft drinks, fruit and yogurt are also available.
The Mural Café is open Monday to Friday 9 a.m. to 4:00 p.m. and 11 a.m. to 3 p.m. on weekends. Closed on holidays.
Nutrition is an important part of your recovery. The goal of the Dietetics Department is to deliver prompt and friendly service and provide meals that meet your nutritional needs.
Meals are served during the following time periods:
Due to COVID-19 safety measures, the The Lunch Box (cafeteria) is currently closed to patients and visitors. Patients and visitors are welcome to visit the Mural Cafe on the Ground floor of Tower B for food services.
Located on the second floor of Tower A,The Lunch Box which serves visitors and staff is open seven days a week for breakfast and lunch. Hours are 8:15 a.m. to 1:30 p.m.
Vending and/or pop machines are accessible 24 hours per day. A cold beverage vending machine is located at the Tower B, Ground Floor entrance next to the Sunshine Gift Shop. Additional vending machines including a hot beverage machine, a refrigerated beverage machine, and a refrigerated vending machine for sandwiches, salads and fruit etc. are located on the 2nd Floor, Tower A, in the Cafeteria.
For the convenience of our visitors, microwave ovens and a toaster are also located in the Hospital’s cafeteria.
Services en français est disponible sur demande.
French language service is available upon request.
Pembroke Regional Hospital gift cards can be purchased in the Hospital’s Finance office (5th Floor, Tower A), The Lunch Box (2nd Floor, Tower A), the Sunshine Gift Shop or the Mural Café (both located on the Ground Floor of Tower B). Gift cards are redeemable in The Lunch Box, The Sunshine Gift Shop or The Mural Café and can be loaded with any dollar amount the purchaser chooses.
The gift shop will reopen effective June 11th, 2021.
Hours of operation (June 11th to June 27th):
Summer hours (June 28th to August 31st):
Weekend hours over the summer are subject to change.
The PRH Auxiliary sells TV vouchers in the Sunshine Gift Shop at a cost of $10 per day including tax. A weekly rate of $60 for seven days is also available as well as a monthly rate of $150. Payment can be made by cash, debit, credit card or PRH gift card.
No refunds are available unless approved by the Gift Shop manager.
Family members can also purchase the service for loved ones by telephone using a credit card.
The Auxiliary-operated Sunshine Gift Shop is located at the entrance to Tower B (Deacon Street entrance).
Due to measures designed to safeguard against COVID-19, visits by hairdressing, barbering or footcare professionals have been cancelled until further notice.
Please make arrangements with your hairdresser/barber or foot care professional to come to the hospital during visiting hours.
The Hospital recognizes that strong scents can cause breathing difficulties or other distress and therefore scented products used for perms and colour treatment, and hairspray cannot be used.
A three-station Internet Café is available and accessible 24 hours a day, seven days a week to all patients and visitors.
Located at the back of the Cafeteria (The Lunch Box), the Internet Café offers full internet access to anyone wishing to use it.
Please check with your unit if you have left personal items behind. Every effort will be made to locate your lost property. Pembroke Regional Hospital is not responsible for items that go missing including dentures, glasses, jewellery, large sums of money or personal mementos.
Due to measures to prevent the spread of COVID-19 HELPP tickets are currently unavailable.
The Auxiliary sells HELPP Lottery tickets, featuring instant cash prizes, on the Ground Floor of Tower B. As with all fundraising projects, proceeds are returned to the Hospital for the purchase of special equipment, or enhancement of services that are not funded by the Ministry of Health and Long-Term Care.
Hours of operation are Monday to Friday, 10:00 a.m. to 3:00 p.m.
Due to measures to prevent the spread of COVID-19, the magazine cart has been suspended until further notice.
Our volunteers deliver various magazines to waiting rooms throughout the hospital for your enjoyment.
Incoming mail is delivered to your Patient Room. Please inform friends and family to address your mail as follows:
Your Name (and room number)
c/o Pembroke Regional Hospital
Pembroke ON K8A 1G8
Outgoing mail may be deposited in the Canada Post mailbox located outside Tower C.
Canadian stamps are available for purchase from the Sunshine Gift Shop located at the entrance to Tower B.
For Patients and Families
To reach our Public Affairs and Communications Department,
Public Affairs and Communications Coordinator
(613) 732-3675, extension 6165 or email@example.com
Newspapers can be purchased from the box located at the front of the Tower B (Deacon Street) entrance. If you are interested in reading “Community Connection”, Pembroke Regional Hospital’s public newsletter, please contact our Public Affairs and Communications Department at extension 6165 and a copy will be delivered to you. Copies are also available in waiting areas throughout the Hospital.
Every patient has the ability to call for assistance whenever necessary. Your nurse will explain how the nurse call system works when you are admitted to your room. Patients also have the ability to call for assistance from all washrooms located on patient care units. To activate the system, press the push button or pull the cord; this will transmit your call to the nursing station.
If you are having difficulty accessing the call bell, please inform the nursing staff so they can adapt the call bell for better accessibility.
A one-way, drop-off lane for patients is available on the north side of Deacon Street.
All parking on the north side of Deacon Street is designated accessible parking only.
Public parking for all other patients and visitors is located on the south side of Deacon Street in gated parking lots.
Paid parking is operated by SP+. An automated pay station is located at the Hospital’s main entrance (Tower B).
Visitors who require more frequent daily visits may purchase a frequent user pass at the SP+ office located at C004 (beside Mulvihill Drug Mart) between 8 a.m. and 4 p.m.
For any parking related concerns or questions, please contact SP+ by phone, (613) 635-7275 or ask one of the parking attendants on duty.
A visitor phone for the purpose of accessing patient room numbers, telephone extensions and directions to patient rooms is located in between the double set of doors in the Ground Floor, Tower B entrance (off Deacon Street).
In keeping with our patient and family-centred care focus, we welcome and support mothers who want to breastfeed in any public area on our premises. Mothers who would like to breastfeed more privately may use the Mackay Street foyer area (1st Floor, Tower A).
Should you need a taxi, please call Switchboard by dialing “0” or ask a member of the healthcare team.
At Pembroke Regional Hospital, telephones are located in most of the patient rooms.
An amplified phone and a hands-free phone are available for sign-out for patients with special needs. Contact your nurse or the Clinical Manager/Director if you require one of these phones.
Pay phones are located at the entrances to Towers A, B and C.
Patients wanting to make external local calls should dial “36” to get an outside line. Patients wishing to make an external long distance call should dial “333” to reach the Bell automated service. If you have difficulties, dial “0” to speak with our operator.
Outside calls can be directly dialled into patient rooms. Please give your family and friends the main hospital telephone number (613) 732-2811 and your extension number as shown on the telephone handset.
Before you are discharged, please let your relatives and friends know when you are leaving so the next patient does not receive your calls.
If you have any questions or concerns about your telephone, please dial “0” and a switchboard operator will assist you.
The PRH Auxiliary sells TV vouchers in the Sunshine Gift Shop at a cost of $10 per day including tax. Weekly rates of $60 for seven days or $150 per month are also available. Vouchers can be paid for by cash, debit, credit card or PRH gift card. No refunds are available unless approved by the Gift Shop manager.
Family members can also purchase the service for loved ones by telephone using a credit card.
These vouchers are taken to the nursing station on the patient’s unit where they are collected by housekeeping staff who activate and deactivate the TV services. In terms of timing for activation, any voucher turned in before 3 p.m. each day will be activated the same day, while those submitted after 3 p.m. will be activated at 7 a.m. the next morning.
Patients are also provided with a TV guide and headphones at the time of purchase.
The Sunshine Gift Shop is open weekdays from 10 a.m. to 4 p.m., and weekends from 1:00 p.m. to 4:00 p.m.
The Pembroke Regional Hospital is a public building. Although we work hard to maintain a secure environment, Pembroke Regional Hospital is not responsible for lost, stolen or damaged property. If you do bring valuables, they may be temporarily secured in the Hospital safe until you can take them home.
Pembroke Regional Hospital is following all public health advice in a rapidly changing context of the COVID-19 pandemic. If visitors area allowed, they must continue to be screened and may be denied access based on symptoms and/or travel history.
Our Visitor Policy (Family Caregiver/Care Partner Presence During COVID-19)
As part of our ongoing efforts to help reduce the spread of COVID-19 and ensure the safety of our patients, the Pembroke Regional Hospital will soon be aligning with other hospitals in the Champlain region by implementing a mandatory vaccination policy for our visitors and essential caregivers / care partners, effective October 15, 2021.
Under the new policy, all hospital visitors and essential caregivers / care partners will need to be fully vaccinated (at least 14 days since the second dose) in order to enter the hospital, unless they qualify under one of the following exceptions:
- Individuals under the age of 12.
- Those who have a documented medical exemption.
- Those visiting patients at the end-of-life.- Labor and Delivery (Essential caregiver can be unvaccinated. All visitors must be vaccinated.)
- Parents of children under 16 who are receiving care.
- Emergency Department (1 support person per patient).- Individuals who are essential to accompany patients to appointments or participate in care planning discussions.- Other critical or urgent circumstances requiring family presence.
In alignment with the new Ontario vaccination passport system, visitors and essential caregivers / care partners will be required to show proof of vaccination along with photo identification.
Mandatory Vaccination Policy for all hospital visitors, essential caregivers and care partners coming into effect October 15th at all Renfrew County hospitals
With regards to the mandatory vaccination policy coming into effect October 15th for hospital visitors, essential caregivers and care partners at all hospitals in Renfrew County, please note the following points of clarification:
- Regardless of vaccination status, no one will be denied care or services at the Pembroke Regional Hospital.
- The new mandatory vaccination policy which will come into effect October 15th ONLY applies to visitors, essential caregivers / care partners. The new policy DOES NOT apply to patients.
- There will be a number of exceptions to the new policy. Those exceptions are in the process of being finalized and will be shared by the hospital next week (the week of September 27th).
We appreciate you have questions regarding specific circumstances, and thank you for your patience as we finalize the details which should help address some of the concerns being expressed about the new policy.
With guidance from the Renfrew County and District Health Unit, the Pembroke Regional Hospital is welcoming additional Caregivers/Care Partners into the hospital for admitted patients effective July 26th.
Patients may identify as many Caregivers/Care Partners as they require to support them throughout their inpatient stay. Caregivers/Care Partners will continue to be identified by patients or substitute decision makers and be provided with the "I am a Caregiver" badge. One Caregiver/Care Partner is eligible to visit daily 24/7.
One General Visitor per day will also be permitted between the hours of 11:30 a.m. and 8:30 p.m. General Visitors must pass entrance screening and will be required to sign in on the inpatient units.
Patients who are approaching end of life, may have an unlimited number of Caregivers/Care Partners and General Visitors at one time.
With guidance from the Renfrew County and District Health Unit, the Pembroke Regional Hospital will once again be welcoming visitors back into the hospital for admitted patients - one per patient per day during the hours of 11:30 a.m. and 8:30 p.m. effective June 10th, 2021.
This latest change to the hospital’s visitor policy does not affect outpatient appointments to areas such as the Emergency Department and Ambulatory Clinics where only one essential caregiver/care partner is able to accompany patients as required. Special considerations continue to be in place for patients nearing end of life.
• Communication assistance for patients with hearing, visual, speech, cognitive, intellectual or memory impairments• Assistance as the designated representative for patients with disabilities• Emotional support• Supported decision making
In addition, all visitors and essential caregivers /care partners must pass the hospital’s entrance screening criteria in order to be allowed to visit and must:
• Be feeling well.
• Continuously wear a mask that covers the nose and mouth.• Refrain from bringing in food or drink for consumption since a mask must be worn for the entire duration of the visit.• Remain in the patient’s room and minimize movement within the facility.• Perform hand hygiene (hand washing or using hand sanitizer) when entering and leaving the facility and when entering and leaving the patient’s room.
These visitors will be allowed in addition to the patients’ essential caregivers / care partners who have 24/7 access as long as they pass entrance screening.
Different from “visitors” in terms of the role that they play, essential caregivers / care partners are designated by the patient – one for the duration of their hospital stay and provide:
• Assistance with meals, mobility and personal care
All visitors coming to PRH are required to sign in at the patient’s Nursing Station before the visit can take place.
Can I visit a friend or loved one in the Hospital?
Patients in Hospital are at extreme risk if exposed to COVID-19, therefore strict restrictions are necessary. PRH may allow one Family Caregiver/Care Partner to support the patient’s care and mental well-being. The patient and/ or substitute decision maker is the one to decide who they would like to designate as their Family Caregiver/Care Partner. Only one Family Caregiver/Care Partner will be permitted in the Hospital at one time.
Can I accompany a friend or loved one to the Emergency Department or an outpatient appointment?Patients may designate one family/support person to accompany them while attending an outpatient appointment or the Emergency Department.If you are accompanying a friend or loved one to the Emergency Department, you may be asked to wait outside until the patient is brought to a designated room/treatment area.If you are accompanying a friend or loved one to a same-day procedure or surgery, you may be asked to wait outside or return when the procedure or surgery is complete.
Can I visit a friend or loved one who is dying in hospital?Yes. Four visitors are allowed at a time in these circumstances if the patient’s room is large enough to allow for physical distancing. While there is no limit on the total number of different individuals who can visit, visits need to be coordinated with the care team and the Hospital. While it is difficult to be precise around when an individual is at end of life, this generally refers to the last week of life.
What are the Rules for Visiting?
To visit a patient in the Hospital you must:
•Be a designated Family Caregiver/Care Partner as identified by the patient.•Be feeling well.•Complete the health screening prior to entering the facility. You may be denied access based on symptoms and/or travel history.•Continuously wear a mask that covers the nose and mouth.•Report directly to the Nursing Station prior to visitation.•Remain in the patient’s room as much as possible to minimize movement within the facility. Use the call bell system to alert the nurse if assistance is required. •Perform Hand Hygiene (hand washing and/or use of hand sanitizer) when entering and leaving the facility and when entering and leaving the patient’s room. •In some circumstances, additional protective equipment may also be required. Please consult with the patient’s nurse.
•If a Family Caregiver/Care Partner does not follow the public health requirement during their time at the hospital, they will be asked to leave.
What can I bring into the Hospital?For the health and safety of our patients and staff, we ask that you only bring items for patients which can be cleaned or wiped down with Hospital Grade Disinfectant.
For the Maternal Child Care program:
The designated visitor must be healthy, must pass screening and must be able to remain in the patient/newborn's room for the duration of the hospital stay. If the designated visitor is unable to attend then the mother can request another support person. The designated visitor cannot rotate or change through the labour process. This includes after delivery and for the recovery period. The designated visitor must stay with the mother/newborn in the room for the duration of the hospital admission. It is important to plan ahead to ensure that the mother and designated visitor have everything they need during and after the delivery to avoid movement into and out of the patient room. Meals will be provided to the patient and their designated visitor for the duration of their stay.
As part of our patient-centred care model, Pembroke Regional Hospital recognizes that family play a vital role in patient care.
The following guidelines are intended to respect our commitment to patient-centred care while balancing the need to protect patients, physicians, staff and volunteers from the spread of infection.
Family members (those who the patient designates as most significant to their care and who they define as family) are welcome at any time to participate in care or to offer reassurance and support.
A maximum of two family members at a time are welcome on in-patient units, unless otherwise authorized.
Hours for family visiting are decided on between the patient and his or her nurse.
We will respect and enforce your requests for restricted visitors.
Parents are advised that young children can be exposed to unusual risks and are to assure supervision.
Public visitors are welcome from 11:30 a.m. to 8:30 p.m. daily
Visitors are restricted to two (2) per patient.
Visitors may be requested to leave the room to facilitate your care.
Children under 12 must be accompanied by an adult (over age 18).
(Emergency, Ambulatory Clinics, Surgical Day Care)
Patients receiving treatment in outpatient areas are requested to have a maximum of one (1) person accompanying them during their visit.
Please encourage your family and friends to visit you only when they are feeling well. When you are in the hospital and not well yourself you will be at greater risk if germs are brought in and spread throughout the hospital. If family and friends have a fever, cough, runny nose, sore throat, diarrhoea, new rash or are otherwise ill, please ask them to not visit you until they are well.
Please use the Alcohol Based Hand Rub (ABHR) dispensers found throughout the hospital, specifically located at all entry/exit points, elevators and patient rooms. Hand hygiene by all staff, patients and visitors is the best way of limiting the spread of germs, even if you are feeling well.
Family and visitors are requested to please perform hand hygiene when entering the hospital and when having direct contact with you such as in assisting with your care. When leaving the building it is important to clean hands before heading home to their own environment to avoid carrying germs with them.
Washing your hands and asking your healthcare providers and visitors to wash theirs and observing them do so is the best way to prevent the spread of germs.
Pembroke Regional Hospital offers free Wi-Fi, making it easier for our patients and visitors to stay connected with family and friends.
How to access free wireless internet:
Phone: (613) 732-8770
Toll Free: 1-800-991-7711
Fax: (613) 735-8238
If you or someone you know is experiencing a mental health crisis,
please call our 24/7 Mental Health Crisis Line 1-866-996-0991
705 Mackay Street
Phone: (613) 732-2811
Medical Records/Release of Information Fax:
Emergency Department Fax:
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