Information on COVID-19 (Novel Coronavirus 2019-nCoV)

COVID-19: What to expect when arriving at HGH?

Due to the pandemic, we have made several changes to our regular processes. Please review the following information to help you prepare for your visit to HGH. We are here to provide expert and compassionate care to keep everyone safe.

The following preventive measures will apply until further notice:

  • We verbally screen everyone entering the hospital at the Main Entrance and the Emergency Entrance.
  • Please wear a mask in the hospital. Bring your own, otherwise, we will provide one.
  • Go directly to the area for your appointment and do not circulate elsewhere in the hospital.
  • Sit in designated areas of the waiting rooms or in the care room.
  • Leave immediately following your appointment.
  • Bring your own water or snack as the cafeteria and vending machines are closed to the public.
  • Use your credit card tap option (contactless) for paying parking fees at the exit gate.


What changes are occuring at HGH due to the pandemic?

Since the start of the pandemic, we have been following the Ontario Ministry of Health guidelines and have modified our operations accordingly.

We had to put scheduled surgeries and procedures on hold to make sure we had enough rooms, staff and supplies to treat COVID-19 patients. Although necessary, we recognize that this situation has been difficult and frustrating for patients whose care was postponed.

In early June, we have been authorized to slowly begin to schedule surgeries and procedures again. This ramping up of activities is a coordinated regional effort of all healthcare institutions throughout the Champlain Health Region.

  • At HGH, work is going on in every department to increase services as safely, fairly, and quickly as possible.
  • Care decisions will be made on a case-by-case basis, weighing the risk of further delay of treatment.
  • We need to find a balance between slowly starting scheduled care and continuing to be ready to deal with the COVID-19 pandemic.

Do I have to wear a mask in the hospital?

Yes. Every patient and visitor entering HGH must wear a mask.

  • If you are coming for an appointment in Ambulatory Care, we strongly encourage you to arrive at the hospital wearing your own mask, whether it is store-bought or homemade.
  • We will provide masks for Emergency, Family Birthing Center and Intensive Care patients.
  • We screen everyone coming into the hospital through a questionnaire. We will inform you if additional preventive measures are needed in addition to your mask.
  • For more information on face coverings and masks, please visit the Eastern Ontario Health Unit.

How to use a mask during the pandemic?

  • Please follow guidelines in the image below.


How to wear and make good use of a mask


Is the Emergency Department open?

Yes, the Emergency Department remains open 24 hours a day and provides safe care.

  • We offer the same level of emergency medical care as before.
  • Do not neglect your health. If you are worried about your condition, please come to the Emergency.

The following preventive measures will apply until further notice:

  • All persons arriving will be verbally screened through a questionnaire.
  • You will have to disinfect your hands and wear the provided mask
  • Patients coming to the Emergency cannot be accompanied.
  • Only one parent can accompany a sick child (aged under 18) coming to the Emergency for care.

I have an appointment at HGH. Can someone accompany me?

  • If someone is coming with you, they should leave you at the entrance and not enter the hospital, unless you have special needs.
  • If you have a minor mobility problem, please arrive at least 30 minutes before your scheduled appointment. When you go through screening at the entrance, ask for a porter if you need help to travel within the hospital.
  • Only one parent can accompany a child under 18 years of age coming to HGH for an appointment.

One support person may accompany a patient that:

  • Has mobility problems;
  • Needs help to communicate;
  • Has complex mental health problems.

Can I visit a patient at HGH?

For compassionate reasons, only one informal caregiver or companion can visit a patient at a time.

  • The care unit manager must approve these essential visits, and decisions are made on a case-by-case basis.

Can I deliver personal belongings to a family member hospitalized at HGH?

Yes, you can deliver personal belongings in a bag labelled with the patient’s name. Leave the bag at a screening table according to this schedule:

  • Monday to Friday between 6:45 a.m. and 7 p.m. – at the Main Entrance
  • Saturdays between 6:45 a.m. and 2 p.m. – at the Main Entrance
  • Sundays and outside hours indicated above – at the Emergency Entrance

The bag will be delivered to the patient’s room within 2 to 3 hours. Porters have a fixed scheduled for these runs.

Please keep drop-offs of personal belongings to a minimum.

HGH is not responsible for personal belongings dropped off at screening tables.

Can I bring or have food delivered to the hospital for a patient?

Yes, it is possible. The food must be well packaged and placed in a bag labelled with the patient’s name. It must be left at a screening table at the Main Entrance during the following hours only:

  • Monday to Friday between 6:45 a.m. and 7 p.m.
  • Saturdays between 6:45 a.m. and 2 p.m.

Deliveries to patients’ rooms are made according to porters’ fixed schedule and may take a few hours.

Restaurant food orders

Ordering food from a restaurant is strongly discouraged, however, if you must order, food must be prepaid.

  • The food must be labelled with the patient’s name and delivered at the Main Entrance during opening hours only.
  • Deliveries to patients’ rooms are made according to porters’ fixed schedule and may take a few hours.

We understand this is a difficult change, but this important precaution is to ensure the safety of everyone.

Can I eat or buy food and beverages at HGH?

The cafeteria and vending machines are currently closed to the public.

  • If possible, avoid eating while at HGH.
  • However, if you must eat, please respect physical distancing.
  • Bring your own water bottle, snacks or meals.

Can I call a patient at HGH?

Yes, we strongly encourage families to stay in touch with their loved ones during their hospital stay. All patient rooms are equipped with a telephone.

  • To call a patient, dial 613-632-1111, then 0, and ask for the room number.
  • You may also communicate with patients through their cellphones and keep in touch with social media such as FaceTime. Free Wi-Fi is available throughout the hospital.

What about parking during COVID-19?

Parking is $5.00 without in and out privileges.

  • Use the tap feature on your credit card for contactless payment to reduce the risk of spreading the virus. Tap is only available at the exit gate pay station.
  • If you do not have a tap credit card, you can pay with debit or cash at the indoor pay station.

What are the symptoms of COVID-19?

COVID-19 symptoms can range from mild to severe. The most common symptoms are:

  • Fever (37.8°C or greater) and chills
  • Headaches
  • Difficulty breathing, shortness of breath or new or worsening respiratory problems
  • Cough, sneezing, stuffy nose, nasal congestion, runny nose
  • Sore throat, hoarse voice or difficulty swallowing
  • Sudden loss of smell or taste
  • Nausea, vomiting, diarrhea, abdominal pain
  • Unexplained fatigue, muscle pain, unusual uneasiness
  • Eye infection (conjunctivitis)
  • Sudden worsening of a chronic condition
  • Delirium, confusion
  • Unexplained or increase in falls
  • A decrease in blood pressure or abnormally fast heart beat (tachycardia)

Can I get tested for COVID-19?

  • Yes. The provincial government recently expanded testing criteria to include anyone with or without symptoms.
  • If you wish to be tested for COVID-19, please report to an evaluation centre.

Where can I get tested for COVID-19 in Hawkesbury?

  • You can get tested at the COVID-19 Assessment Centre located at 750 Laurier Street in Hawkesbury.
  • The centre is open from 9 a.m. to 5 p.m. Monday to Friday.
  • To reach the COVID-19 Assessement Centre, please call 613-632-1111, extension 53800.

Notice for Québec Patients

  • You may visit the Hawkesbury Assessment Centre.

Can someone infected with COVID-19 be hospitalized at HGH?

All patients requiring hospitalization at HGH due to COVID-19 will receive all needed care and will be isolated to prevent the spread of the virus. This measure will allow us to safely care for and protect other patients.

How can I protect my family’s health and myself?

Please follow public health guidelines to protect everyone.

  • Stay home as much as possible and avoid close contact with others outside of your household.
  • Practice physical distancing if you must go out. Stay at least two meters away from other people during your outings.
  • Wash your hands frequently with soap and water, or use hand sanitizer.
  • If you cough or sneeze, cover your nose and mouth with a tissue or your elbow.
  • Wear a mask in indoor public places and when maintaining a safe physical distance is challenging.
  • Follow the recommendations of the Eastern Ontario Health Unit.

Where can I find more information on COVID-19?

Public health officials and governments publish regular updates on the number of cases as well as guidelines and preventive measures to follow. To stay informed, please visit the following websites: