What Transgender, Nonbinary and Genderqueer Patients Can Expect at UHN

What Transgender,

Nonbinary and

Genderqueer Patients

Can Expect at UHN

Information for patients and families

Read this brochure to learn:

• what to expect when at UHN

• what to do if you have concerns about your care

• what services at UHN can support your care

• what support services are available outside the hospital

Form: D-8892

What are my rights?

University Health Network (UHN) aims to be a safe and supportive space

for everyone. We have policies to protect your rights and make sure you are

treated with dignity and respect. These policies align with Ontario’s Human

Rights Code and applicable laws.

Anyone working, learning, volunteering or providing services at UHN

must follow UHN’s Gender Identity policy (Policy Number 2.50.009). This

policy protects you against stigmatization (blame), discrimination (bias),

harassment (bothering), gender-based violence or sexual violence based on:

• gender identity (your personal sense of your gender).

• gender expression (how you present your gender).

• sex assigned at birth.

• sex, called “legal sex” in the UHN health record. This may be what is

marked on your government ID, such as a driver’s licence.

• sexual orientation (who you are sexually interested in).

As a patient or visitor at UHN you have the right to:

• Receive care that is respectful, supportive and equal to the care

other patients receive. We do our best to follow the 5 core values

of the UHN Patient Declaration of Values. Read the UHN Declaration

of Patient Values (https://www.uhn.ca/corporate/AboutUHN/Quality_

Patient_Safety/Pages/patient_values.aspx).

• Self-identify your sex, sex assigned at birth, gender, orientation

and pronouns, if you choose to share this information. It is against

UHN policy to assume how patients identify or to require proof such as

government ID. You can choose not to share this information unless it is

medically required.

Note: We know the way our health record system records gender

identity is not adequate. We are advocating to change “female” and

“male” to “woman” and “man”, and to allow multiple selections.

• Have your chosen or preferred name, gender and pronouns used

when referring to you in all conversations and most records.

Purposely or repeatedly using the wrong name, gender or pronouns

when referring to you is discrimination and against Ontario’s Human

Rights Code.

Some records may need to use the name used on your health card (called

“legal name”), such as insurance documents and consent forms.

• Be recognized and use hospital services as your gender, such as:

 using the washroom that matches your gender or where you feel

most safe.

 being placed in an inpatient room that matches your gender or where

you feel most safe, when rooms are assigned by gender.

• Have your name, sex, gender, orientation or pronouns changed in

your UHN health record, at your request. You can nd information on

how to make or request these changes in this brochure.

• Keep your sex, gender, orientation and medical history private under

the Freedom of Information and Protection of Privacy Act.

• Correct your health care team if they use the wrong name, gender or

pronouns without it aecting your care.

Who can I speak to if my rights are not respected?

Call Patient Relations at 416 340 4907 or email Patient Relations

(patientrelations@uhn.ca) if you have concerns about your UHN experience.

You may also nd it helpful to speak with the Indigenous Health Program

or Bioethics. More information about these services are included in this

brochure.

What information goes into my UHN health record and

who can see it?

Your health care team collects and records information about you each time

you visit UHN. We keep this information in your UHN health record.

The information you give us about your sex, gender, orientation, pronouns

and medical history is documented in your UHN health record. Anyone with

access to your health record can see this information, including UHN sta

providing you care and people you have given permission to access your

myUHN portal account.

How can I view my UHN health record?

You have the right to see your UHN health record. You can either:

• Sign up for the myUHN Patient Portal. myUHN may not show all of your

appointments and results. Ask for an activation code when you check in

for your next appointment or call myUHN Support at 416 340 3777.

• Download the disclosure of medical record information form from

UHN Health Records (https://www.uhn.ca/PatientsFamilies/Patient_

Services/Pages/health_records.aspx).

Fill out the form, then either:

 Email the form to UHN Health Records

(HealthRecordServices@uhn.ca). You will have to pay a fee based on

the number of pages in your record.

 Arrange a time with a member of your health care team to review

your health record together. Bring the completed form with you.

Call 416 946 4501 extension 4711 or email UHN Health Records

(HealthRecordServices@uhn.ca) for more information about UHN Health

Records.

How can I change the information in my health record?

Change your preferred name, gender, orientation or pronouns in

myUHN Patient Portal

1. Log in to your myUHN patient portal account

2. Click the menu

3. Click ‘Personal Information’

4. Click ‘Details about me’

You can make these changes at any time. They are saved to your health

record right away.

Ask your health care team to change your preferred name, sex,

gender, orientation or pronouns

Contact your clinic or a member of your health care team and ask them to

change your information.

The script below may help you when contacting them.

I am contacting you to change my personal information in my UHN

health record, in line with UHN’s policy on Gender Identity.

Please change my (preferred name, legal sex, sex assigned

at birth, gender, orientation or pronouns) in my health record

to .

If you are unsure how to do this, please contact UHN Health Records

or Patient Relations.

Thank you.

It may take a few days for your health care team to reply and make the

change. Contact Patient Relations for help if your health care team does not

respond within 3 business days or the changes are not made within

10 business days.

You can contact Patient Relations at any time if you feel your request is not

taken seriously or treated respectfully.

Change your legal name with UHN Health Records

You must have an updated health card to change your legal name. Take

a picture or scan your health card, then email the image to UHN Health

Records (HealthRecordServices@uhn.ca).

Why does UHN ask for my gender and orientation if it is

not required for me to receive care?

We want to make sure that every patient gets the highest quality health care

we can provide. Sharing your demographic information such as your gender

and orientation will:

• tell us who you are

• help us plan for services

• help us improve the quality of care for all

By asking these questions, UHN will get to know our patients and become

better at providing care and services. This information will let us study how

patient health is aected by factors such as gender and orientation.

Also, sometimes patients experience discrimination in health care settings.

We want to make sure that is not happening at UHN. If it is, we want to

correct that.

What support services are available at UHN?

Bioethics

When values conict or goals are uncertain, ask about UHN’s Bioethics

Consultation Service to help patients, families, and sta agree on a decision

or a plan of care.

A bioethicist can help you and your care team make dicult decisions about

your care. We can help you identify problems, make issues clearer, explore

care options and set goals and plans.

Anyone can ask to have a Bioethics Consultation Service including patients,

families and sta. Bioethics services are condential and free.

• Toronto General: 416 946 4501 extension 8607

• Toronto Western: 416 603 5800 extension 2521

• Princess Margaret: 416 340 4800 extension 2710

• Toronto Rehab: 416 597 3422 extension 3972 or 7611

• Transplant: 416 946 4501 extension 5527

• Director of Bioethics: 416 340 4800 extension 6625

• Bioethics Admin. Coordinator: 416 340 4800 extension 3908

UHN Bioethics Services are available Monday to Friday from 8:00 am to

5:00 pm. For urgent after-hours & weekend support, call Locating at

416 340 4800 extension 3155 and ask for the Administrator on Site. They will

contact the Bioethics Director as needed.

Indigenous Health Program

We are an Indigenous-led program that supports and advocates for UHN

patients and their families who identify as First Nations, Inuit and Métis.

We welcome all questions, comments and concerns and strive to ensure that

you feel supported while receiving care at UHN. To connect, please email

the Indigenous Health Program (IndigenousHealth@uhn.ca). No referral

required.

Indigenous traditional and cultural supports

UHN is committed to taking action to support the Truth and Reconciliation

Commission Calls to Action, with a focus on No.22:

We call upon those who can eect change within the Canadian health

care system to recognize the value of Aboriginal healing practices and

use them in the treatment of Aboriginal patients in collaboration with

Aboriginal healers and Elders where requested by Aboriginal patients.

You can include traditional and cultural supports in your care, such as:

• consultation with Elder, Healer or Knowledge Keeper

• Smudging

• Pipe Ceremony

• Drumming

We can provide traditional medicines and ceremonial items.

To include traditional and cultural supports in your care:

• self-refer to the Indigenous Health Program

• or ask your care provider for help.

UHN sta are responsible to help facilitate your request for traditional

or cultural supports. If sta need more support, they can contact the

Indigenous Health Program or call Spiritual Care at 416 597 3014.

Patient Relations

Patient Relations is here to support you through your experience at UHN.

Whether you have questions, a complaint, a suggestion or a compliment, we

would like to hear your feedback. Patient Relations can speak with any patient,

family member or visitor of UHN.

Call Patient Relations at 416 340 4907 or email Patient Relations

(patientrelations@uhn.ca) if you have concerns about your experience at UHN.

Spiritual Care

Spirituality can help you maintain your health and cope with dicult

experiences. It can help you nd meaning, value and connection, especially

during dicult times.

You don’t have to be religious to benet from spiritual care. We strive

to support all types of spiritual expression: religious practice, personal

relationships, artistic creation, a connection to nature and more. Our spiritual

care professionals will help you express your feelings and concerns in a way

that honours your values and beliefs.

Ask a sta member or hospital volunteer to contact a spiritual care

professional for you, or page us at 416 719 1234 from 8:30 am to 11:00 pm.

Accessibility

Let your health care team know if you have accessibility needs before coming

to the hospital. They will arrange the support you need. Accessibility needs

may include help getting around the hospital or communicating with your

health care team.

If you have questions or concerns about accessibility at UHN email

Accessibility (accessibility@uhn.ca) or visit Accessibility at UHN

(https://www.uhn.ca/corporate/AboutUHN/Accessibility).

Interpretation and Translation Services

Interpretation and Translation Services provides professional medical

interpretation during appointments for patients and families who prefer to

speak in a language other than English. Interpretation services are available

in person, by telephone or video. Ask your health care team to arrange an

interpreter.

Patient & Family Learning Centres

Patient & Family Learning Centres at UHN have reliable health information

on a variety of health topics and in dierent languages. We have

professionally trained library sta to help you search for information. Our

services are free.

We have a collection of eBooks on 2SLGBTQIA+ themes. You will need

a free digital library card to borrow an eBook. See the 2SLGBTQIA+

eBook collection (https://uhnpatient.overdrive.com/library/communities/

collection/1137723).

Visit the Patient & Family Learning Centres website (https://www.uhn.ca/

PatientsFamilies/Health_Information/Patient_Family_Education/Libraries) for

locations or contact information.

Health Information at UHN

Find health information brochures, videos and websites created by UHN and

other reliable organizations on UHN’s Health Information pages

(https://www.uhn.ca/PatientsFamilies/Health_Information/Health_Topics/

Pages/Patient-Family-Education.aspx).

Where can I go to rest, relax or meditate?

Gardens at UHN

• Outdoor Michener Gitigan (Indigenous Healing Garden)

Location: 222 St. Patrick Street (south east corner of Elm Street and

McCaul Street)

The Gitigan (Anishinaabe word for garden) is an Indigenous-designed

and maintained green space that honours Indigenous planting

and harvesting techniques that have been passed down through

generations.

The Gitigan is home to plants that are native to the area, pollinators,

traditional medicines and many plants used by Indigenous nations for

their health and healing properties to help improve physical, mental,

emotional and spiritual health.

 The garden is open for anyone to enjoy – all are welcome.

 Ask permission if you wish to harvest the plants, medicines, berries

or owers.

 Learn about the plants by reading the informational plaques and QR

codes.

 When visiting the Gitigan, please be respectful toward Shkagamik

Kwe (Mother Earth) and all our relations that are sharing the space.

• Indoor DeGasperis Conservatory at Toronto General Hospital

Location: Peter Munk Building, 4th oor

• Outdoor Max Tanenbaum Garden at Princess Margaret

Location: 16th oor

Open April 1 to November 30

Hours: daily, 8:00 am – 9:00 pm (may vary depending on weather)

• Outdoor Public Gardens at Toronto Rehab – Bickle Centre

There are 2 outdoor gardens at Bickle Centre:

 Outside main entrance. Scent garden, park benches and gazebo.

 South of building, accessible from the main oor. Flower bed,

shaded trees and picnic tables.

• Outdoor Garden at Toronto Rehab – University Centre

Location: 5th oor, by the East elevators.

Open from April to November, weather permitting

Spring and Fall hours: 9:00 am to dusk

Summer hours: 9:00 am to 8:00 pm

Centres for Spiritual Reection

There are Centres for Spiritual Reection at all our hospitals. They are open

for prayer and meditation from 6:00 am to 10:00 pm.

• Toronto General: 1st oor, Norman Urquhart Wing (beside the

Patient & Family Library)

Muslim prayer room: 1st oor, Gerrard Wing, room 557

• Toronto Western: 7th oor, Fell Pavilion, near the elevators

Muslim prayer room: 4th oor, Fell Pavilion, room 108 (moving to

room 112 in Summer 2022)

• Princess Margaret: Main oor, room M909

• Toronto Rehab - Lyndhurst Centre: 1st oor, room 194

• Toronto Rehab - Bickle Centre: room 204

• Toronto Rehab - University Centre: 6th oor, East wing, room 6-204

What support services are available outside the hospital?

Trans Pride Toronto

Trans Pride Toronto’s mission is to improve the lives and well-being of trans,

Two-spirit, Black and nonbinary people who experience homelessness,

marginalization, poverty and transphobia. We aim to provide low barrier,

accessible and equitable access to housing, employment, harm reduction

services, and drop-in services.

• Phone: 647 762 0257 (leave message and will return calls within

12 hours)

• Facebook: Trans Pride Toronto

(https://www.facebook.com/TransPrideTorontoTT/)

• Email Trans Pride Toronto (transpridetorontott@gmail.com)

Trans Lifeline

Trans Lifeline provides trans peer support for our community that’s been

divested from police since day one. We’re run by and for trans people.

• Phone: 1 877 330 6366

• Website: Trans Lifeline (https://translifeline.org)

Trans health knowledge base by Rainbow Health Ontario

Answers to frequently asked questions, intended to help you transition both

socially and medically. We also hope they can help you nd community.

• Website: Trans health knowledge base

(https://www.rainbowhealthontario.ca/lgbt2sq-health/trans-health-

knowledge-base/)

Trans health care at Sherbourne Health

To improve access to care for trans people, Sherbourne Health oers a variety

of health and support services for trans and nonbinary clients.

• Phone: 416 324 4103 (Services for Lesbian, Gay, Bisexual and Trans people)

• Address: 333 Sherbourne Street, Toronto ON

• Website: Trans health care at Sherbourne Health (https://sherbourne.

on.ca/primary-family-health-care/lgbt-health/trans-health-care/)

• Email Trans health care at Sherbourne Health (info@sherbourne.on.ca)

Transition-Related Surgeries program at Women’s College Hospital

Women’s College Hospital is dedicated to supporting the health and wellness

of our transgender and gender diverse clients. Our team includes specialists

in plastic surgery, urology, gynecology and anesthesiology as well as nurse

practitioners, nurses and other health care providers.

• Phone: 416 323 6148

• Website: Transition-Related Surgeries program at Women’s College

Hospital

(https://www.womenscollegehospital.ca/care-programs/surgery/

transition-related-surgeries/)

• Email Transitions-Related Surgery program

(transitionrelatedsurgery@wchospital.ca)

Sistering

Sistering creates a safe, welcoming and non-judgmental space for women

and trans people. We oer practical and emotional support to those who

experience social isolation, homelessness or precarious housing, trauma and

violence, discrimination, substance use, or need mental health support.

• Address: 962 Bloor Street West, Toronto ON (24 hour drop in)

• Website: Sistering (https://sistering.org)

Have feedback about this document?

Please ll out our survey. Use this link: surveymonkey.com/r/uhn-pe

Visit www.uhnpatienteducation.ca for more health information. Contact pfep@uhn.ca to request

this brochure in a dierent format, such as large print or electronic formats.

doctor or other health care professional. Do not use this information for diagnosis or treatment. Ask your health care provider for advice

about a specic medical condition. You may print 1 copy of this brochure for non-commercial and personal use only.

Form: D-8892 | Author: Alaina Cyr (Patient Education & Engagement), Ruby Shanker (Bioethics) | Revised: 06/2022

Ontario Patient Ombudsman

Please work with UHN Patient Relations before contacting the Ontario

patient ombudsman. The Ontario patient ombudsman will get involved if

you are not satised after working with UHN Patient Relations.

Patient Ombudsman is a champion for fairness in Ontario’s health sector

organizations. We can help if you have already sought to have your

complaint addressed by the public hospital, long-term care home and/or

Home and Community Care Support Services and you are not satised with

the outcome. Our services are free and condential.

• Website: Ontario patient ombudsman

(https://www.patientombudsman.ca)

Disclaimer: University Health Network tries to keep patient education brochures up to date, but

some information may change. Please contact any organizations that may be listed to make sure

the information is correct or to nd out more about their services.