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Contacting your health care team
 
A picture of a doctor resting against a counter.How to contact your care team
Please call 519-749-4380. This is an automated telephone service. If you have a rotary phone, remain on the line to speak with the operator. Listen carefully to the message in order to have your call properly directed.
 
If you are a patient and you are not feeling well or would like to leave a message for your supportive care coordinator (SCC) press option #2 and you will be directed to
the patient triage line where a secretary and/or nurse will respond to your concerns.
 
You will not be able to talk to your SCC right away because he/she will be working
in the clinic with other patients.
 
To save you time, please have the following information ready
before your call:

  • Your name
  • Your medical records number (MRN)
  • A phone number where you can be reached
  • The name of your supportive care coordinator and oncologist
  • Your reason for calling
Please be advised that all calls are answered in the order they are received. These phones are very busy, so you may need to wait on the line for a few minutes before your call is answered. Please stay on the phone until a line is free.
 
The telephone triage nurse will ask you a number of questions to determine the urgency of your call. Please remember that if the nurse determines that your call is non-urgent, your SCC is working in the clinic and may not be able to return your call until later in the day or within the next 48 hours.
 
The patient triage line at 519-749-4380 is open Monday through Friday from 8:30am to 4pm.
 
When to contact your care team
There are times when you must call your supportive care team right away, rather than wait until your next appointment.
Contact the patient triage line at 519-749-4380 if you experience any of the following symptoms:
  • A fever of 38.3° Celsius (101° Fahrenheit) or higher.
  • A fever of 38.0° Celsius (100.4° Fahrenheit) that lasts for more than one hour.
  • Sudden onset of shortness of breath.
  • Persistent and severe vomiting that continues for more than 24 hours.
  • Severe diarrhea, bloody diarrhea or diarrhea associated with a fever.
  • Constipation that lasts for more than 72 hours.
  • Severe sore throat or mouth (red or sore areas seen in the mouth).
  • Any weakness or numbness in your legs, arms, difficulty walking, inability to urinate or you have a loss of bowel or bladder control.
  • Sudden or severe rash, hives, itching.
  • Pain, redness, swelling or warmth at injection site where chemotherapy was administered.
  • Sudden, increased, changed or uncontrolled pain.
  • Unusual bleeding.
Important note:
If these symptoms occur after 4pm, on a weekend, or on a holiday, please go directly to the emergency department at Grand River Hospital (835 King Street West in Kitchener) or your local hospital.
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