FAQ’s

What are your hours?

Our dispatch center operates 24 hours a day, 365 days a year. We never close. You can always reach us at our toll-free number: +1(647)203-2846

How do I make a booking?

Call our dispatch office at +1(647)203-2846. Our dispatcher will ask you a few questions to ensure a smooth and efficient transfer.

When should I contact dispatch to book a transfer?

Call us as soon as possible to secure the best pick-up times, especially for same-day transfers. We specialize in last-minute bookings and urgent appointments, but advanced notice helps us refine schedules for everyone’s benefit.

Why do you need my name?

Your name helps us keep track of the booking in case any follow-up calls are required.

Why do you ask for the appointment time?

Ensuring enough travel time helps prevent missed appointments. We also monitor traffic, weather, and other factors and may suggest an earlier pickup time if needed.

Will Fortis honor a DNR order?

Yes. During the dispatch process, we will verify if a patient has a valid Do Not Resuscitate (DNR) order. A copy of the official DNR must accompany the patient during transfer. Our staff is trained to honor these protocols.

Why do you require the patient’s weight?

If a patient weighs over 250 lbs, additional crew members or specialized equipment may be required for a safe transfer. Providing this information in advance helps us avoid delays. We also offer bariatric transfer services for patients up to 1600 lbs, ensuring a safe and well-coordinated transfer.

Why do you ask about stairs at a residence?

Knowing the number of stairs helps us prepare the necessary equipment or arrange for additional crew members to safely assist with the transfer.

Do you transfer psychiatric patients?

Yes, we transfer both Voluntary and Involuntary (Formed) Patients. If restraints are required, an escort must be provided by the sending facility.

Can a family member accompany the patient?

Yes, we encourage family members to travel with the patient, as it provides comfort during the transfer.

How does payment work if the patient is paying privately?

The patient or a family member can call our office, and we will handle the payment process. We accept cash and credit cards (Visa & Mastercard).

Do I need to sign anything?

Yes, a transfer sheet must be signed in two places:

1. To confirm the transfer of care to our team.
2. To confirm the patient’s arrival at the destination facility.

How can I provide feedback or file a concern?

You can contact our office at +1(647)203-2846, we are available 24/7.

Does Fortis transport bariatric patients?

Yes, we have specialized bariatric teams and equipment for patients up to 1600 lbs. Pre-booking is essential to arrange the correct vehicle and personnel.

Does Fortis allow double patient transfers?

Yes, we have the resources and equipment to transport two patients at a time. The hospital can request this, or our dispatch may suggest it for efficiency and cost savings.

Can a patient with a DNR be transported alongside another patient?

Yes, unless the DNR patient is in palliative care.

Can male and female patients be transported together?

Yes, as long as there are no privacy concerns. We coordinate with hospital staff to ensure all patient needs and safety measures are met.

Does Fortis transport isolettes?

Yes, provided a nurse accompanies the transfer.

How does Fortis maintain high industry standards?

We follow strict Policies and Procedures, enforce continuous staff training, and conduct quality assurance checks on every transfer. Our team receives ongoing training in infection control, defensive driving, and bariatric transfers.

What is Fortis’ response time?

We operate one of the largest patient transfer fleets in the region, ensuring some of the fastest response times in the industry. Our advanced dispatch system allows for quick, efficient service.

What information do I need to provide when booking a transfer?

• Your name
• Facility or hospital name
• Department
• Transfer date & requested pickup time
• Appointment time (if applicable)
• Whether a “treat and return” transfer is needed
• Patient’s full name & weight (if over 250 lbs, exact weight is required)
• Any DNR information
• Oxygen requirements (if any)
• Infection control precautions (MRSA, VRE, C. diff, etc.)
• Pickup and destination details (including floor, room, buzzer code, number of stairs)
• Any escorts (nurse, guard, family member)
• Whether the patient can ambulate or needs a wheelchair transfer
• PTAC number (if applicable)

How can I provide feedback on a service?

You can:

• Call our office at +1(647)203-2846
• Complete a Patient Survey (available on our website)
• Email us at [email protected]
• Mail your feedback to 1345 Gerrard St. East, Ontario

Is Fortis accessible for persons with disabilities?

Yes! We are committed to providing high-quality service to all customers, including those with disabilities. Our staff receives training on how to assist individuals with disabilities. If you need documents in large print or have other accessibility requests, please let us know.

For any other questions or to book a transfer, call us today! 🚑📞 +1(647)203-2846