Bluewater Health Patient and Family Guide

Welcome to Bluewater Health

At Bluewater Health we expect your care to be exceptional and your experience to be positive. For more than 125 years, Bluewater Health and our founding hospitals have been meeting the healthcare needs of the residents of Sarnia-Lambton. Our dedicated team of professionals is committed to providing the highest quality of care to you and your family.

We take great pride in our legacy of patient care, quality and service, and it is upon these strong foundations that we build on our Purpose: Health through partnership, Caring with kindness.

Before and during your stay, you may wonder what to expect. We hope the information in this handbook is helpful and addresses your questions and concerns. If you need more information, please talk to a member of your healthcare team.

Sincerely,

Paula Reaume-Zimmer President and Chief Executive Officer

Purpose: Health through Partnership, Caring with Kindness

We Are Committed to Your Care About

Bluewater Health

Bluewater Health, with locations in Sarnia and Petrolia, cares for the approximately 131 000 residents of Sarnia-Lambton. With close to 2 500 staff, Professional Staff and volunteers, Bluewater Health provides an array of specialized acute care, complex continuing care, and allied health and ambulatory care services.

We are also home to the Cancer Care Assessment & Treatment Centre, the ProstateCancerClinic,theSarnia-LambtonDistrictStrokeCentreandSecondary StrokePreventionClinic,thePatMaillouxEyeCentre,andsatelliteprogramsof theOntarioBreastScreeningProgramandtheLondonHealthSciencesCentre Renal Dialysis Program.

Ourclinicalteamsarebackedbyavarietyofsupportservicesand,administrative and volunteer programs, from the bedside to the boardroom.

Bluewater Health is proud to be a Registered Nurses’ Association of Ontario Best Practice Spotlight Organization.This prestigious honour means that the care we provide to patients and families is based on evidence and best practice. Evidence-based care is safe, quality care and Bluewater Health is committed to Best Practice - EveryTime. Bluewater Health has also undergone a thorough reviewofourprocessesandpracticesbyAccreditationCanadaandcontinuesto be accredited with Exemplary Standing.

Patient Declaration of Values

The Patient Declaration of Values is an affirmation of patient rights and responsibilities. It is a promise that, as patients, families, and caregivers, we willpartnertogetherwithhealthcareprovidersinapeople-centredapproach to care and caring.

I EXPECT

• Access to timely, quality care

• Acknowledgement as a unique individual

• Equitable healthcare experiences

• Communication that is clear, simple and transparent

• Kindness, empathy, and advocacy

• Privacy of, and access to, personal health information

• Collaboration with family and care partners

I COMMIT TO

• Participating in my healthcare decisions

• Maintaining respectful encounters

• Considering the needs of others

• Accepting responsibility for decisions I make about my health

• Seeking and sharing information

• Providing feedback

I PARTNER TOWARDS

• Planning my healthcare goals

• Safety

• Respect and compassion

• Accountability

• Inclusivity and acceptance

• Optimal outcomes

I EXPECT

• Staff will be supported in their roles to carry out their professional responsibilities safely, effectively, and efficiently to ensure my access to timely quality care

• Respect as a unique individual, acknowledging my distinct identity, beliefs, history, culture and abilities

• Equitable experiences where every individual is supported by a culture at Bluewater Health that strives to identify any disparities in access to quality care and services. Once identified, the necessary changes are addressed to allow all individuals to reach their ultimate potential

• Communication regarding my health will be clear and transparent using simple language that I can understand. Disclosing any harm that may occurwhenreceivingcarewillhappeninasupportivemanner.Information isaccessible,includingprovisionofaninterpreteroralternatemethodsof communication when necessary

• Kindness and empathy from healthcare providers who will introduce themselves, explain their role in my care and be my advocate

• My health information is accurate and available to me at my request, while maintaining privacy and confidentiality

• CollaborationwithmyfamilyandcarepartnerswhomIidentifyasvaluable members of my care team

I COMMIT TO

• Engaging in timely, meaningful communication as an integral part of the care team to ensure participation in my health care decisions

• Maintaining respectful encounters with everyone at Bluewater Health, whether it be other patients, visitors, staff, physicians or volunteers

• Considering the needs of others by recognizing that my words, actions, and decisions strongly impact those around me

• Accepting responsibility for decisions we make about my health with careful consideration of my goals and treatment

• Seeking and sharing information that allows everyone on the care team to be fully informed to make the best choices in my care

• Providing feedback by respectfully expressing a complaint, concern or compliment about my experience and I anticipate a clear and transparent process to allow that this will not impact the quality of care I receive

I PARTNER TOWARDS

• Planning goals to meet my healthcare needs and trust this process will acknowledgemyphysical,mental,emotional,spiritual,andculturalneeds

• Safety where the well-being of each individual is considered a priority

• Respect and compassion by treating others in a manner free from judgement, thereby eliminating stigma, assumptions bias and blame

• Accountability by sharing my experiences for incorporation into policy, planning and decision making to improve the quality of care provided by those that deliver programs, services, and care within Bluewater Health

• A welcoming environment to all regardless of ability, race, ethnicity, language, cultural background, place of origin, gender identity, sexual orientation,agereligion,socioeconomicstatus,lifechoicesoreducation

• A commitment to this Patient Declaration of Values that describes my rights and responsibilities to provide the best outcomes possible

Indigenous Health

ThroughacollaborativepartnershipwithlocalFirstNationscommunities,the hospital has implemented Indigenous Navigation Services to enhance the care experience of Indigenous patients and families.

The Indigenous Navigation Services Team assists Indigenous patients, families and caregivers in moving through the hospital system and back to the community in a culturally safe and relevant manner. The roles of Indigenous PatientNavigator,IndigenousTransitionNavigator,andIndigenousSubstance Use Care Partner were developed in partnership with members from the three local First Nations – Aamjiwnaang First Nation (Chippewas of Sarnia), Bkejwanong (Walpole Island First Nation) and the Chippewas of Kettle and Stony Point First Nation – and other participants on the regional Indigenous Health Planning Committee.

The Indigenous Navigation Services Team works with healthcare providers in the hospital and community to ensure Indigenous patients and families:

• Are treated with dignity and respect.

• Receive care and information that is helpful and culturally relevant.

• Participate in their care planning.

• Can ensure their perspective helps shape the future experience of care for others.

Ndayaa maampii (I am here).

Contact Information:

Indigenous Patient Navigator: Ext. 8815

Indigenous Transition Navigator: Ext. 8355

Indigenous Substance Use Care Partner: Ext. 8301

Questions and Concerns

We care about your safety and your healthcare experience. If you have questions, concerns, or information to share, please tell someone.

If you are staying in the hospital, your nurse each day is your key contact. The whiteboard in your room will be updated daily with information about your care. Please be sure to notice your estimated discharge date to help you make plans for your return home.

For outpatients, we suggest you speak to the manager or supervisor of the area.

If you re still concerned, there are people you can call. You can call your unit’s charge nurse, unit leader or clinical manager.

You can also contact our Patient Experience Office. The Patient Experience Office responds to patient and family issues, questions, compliments and concerns, and makes sure the wisdom and perspectives of our patients and their families are reflected in all levels of decision-making at the hospital.

Tel: (519) 464-4436

patientexperience@bluewaterhealth.ca

Preparing For Your Stay

Be Sure to Bring:

• Your Ontario health card (or equivalent) to every visit

• If you or your loved one have private health insurance, make sure you know what it covers. When you are asked to sign the form in hospital make sure you understand what you are signing. If you are unsure, ask questions and seek further information. It is important that you know what coverage you have. Hospital staff can’t investigate your coverage for you

• Toiletries and personal items, such as toothbrush, toothpaste, comb, brush, feminine hygiene products, shaving supplies, facial tissue, soap, shampoo, denture cup, sleepwear and slippers with rubber soles

• Eyeglasses, hearing aids and batteries, and other assistive devices if needed (e.g. cane, walker)

• A list of all medications you are currently taking, including prescription medications, and herbal or vitamin supplements.

• Credit card for charges not covered by OHIP

• CPAP Machine if needed

• Charger if you bring a personal device

• Label your personal property whenever possible. That way, if your lost property is found it can be returned to you. Bluewater Health is not responsible for missing items.

• Checkwithyourdenturistabouttheoptionsavailableforlabelingdentures

• Bring an appropriate storage container with you to the hospital and ensure that it can be accessed easily

• If you are a caregiver for a patient or resident that is confused and at risk for losing personal property, discuss the risk with your loved one’s care providers and the actions that can be taken to minimize the risk

• If you notice that personal property is missing, report it immediately and ask about what can be done to locate the item

Please Leave at Home:

• Personal care items with fragrance

• Valuables such as jewelry, money, laptops, etc.

• Electrical appliances

Because of fire and safety policies, the use of most electrical appliances is not allowed in the hospital. There are exceptions for electric razors and hair dryers. Patients in Continuing Care may bring certain personal appliances, but should check prior to admission. All electrical appliances must be left at the nursing station to be checked by the Plant Maintenance department.

When You Arrive

Parking

The Ministry of Health does not fund parking lots, so hospitals must generate parking revenue. Revenue generated by Bluewater Health’s parking lots is used to support patient programs and services, and for the upkeep of the lots such as lighting, snow removal and general maintenance.

Half of the parking proceeds from the visitor parking lot at CEEH of Bluewater Health is directed to the CEEH Foundation.

Veterans park for free on Bluewater Health property when displaying a poppy license plate or identifying themselves as a veteran to Security Services. Veteran parking passes can be validated at Patient Accounts.

Parking information for each of Bluewater Health’s locations is set out below. Please do not leave any valuables in your vehicle.

Bluewater Health

Patients in Sarnia who are being dropped off or picked up, are invited to use thedesignateddrop-offlocations.Drop-offlocationsarelimitedto20minutes.

Visitor parking is available in the main parking lot off Maria Street, the underground parking lot, and along Maria and Norman Streets.

ParkingpassesareavailablefromthePatientAccountsOffice,whichislocated neartheAtrium,onLevel1,NormanBuilding.Multi-daypassesarevalidforone year from first use.

Parking fees are:

First ½ hour ................. $2.00

Each subsequent hour ........ $1.50

Daily Maximum ............... $8.00

Five-day Pass ................. $20.00

10-day Pass .................. $35.00

30-day Pass .................. $60.00

• There is a 20 minute grace period for drop-off and pick-up.

• Thereareclearlydesignatedparkingspacesreservedforthehandicapped.

• Parking along fire routes is illegal and will result in a parking violation ticket.

Payment Machine Locations:

• Middle Atrium Near Mo’Cha Café

• In the underground parking garage near the elevators

The automated payment machines accept Tap-debit, credit cards (Visa or Master Card) or cash (bank notes, toonies, loonies and quarters). An ATM is available in the Atrium.

After you pay for your parking, you will have 20 minutes to get to your car and drive out. Take your exit pass with you, return to your vehicle, drive to the exit gate and insert your paid ticket. The arm will lift and you can exit.

Designatedundergroundparkingisalsoavailableforpatientsreceivingdialysis or oncology treatment.

There is parking along Maria and Norman Streets for daily use. The parking spaces use a pay and display system. To park in these areas, go to the nearest pay and display machine and follow the directions provided.

The parking fees for the pay and display spaces are:

First ½ hour: ................ $2.00

Each subsequent hour: ....... $1.50

Daily Maximum ............... $8.00

These parking machines accept Tap - debit, credit card (Visa/MasterCard) or Coin.

Charlotte Eleanor Englehart Hospital of Bluewater Health, Petrolia

The gate at the entrance to the visitor parking lot off Blanche Street will automatically open as the car enters the lot.To exit the parking lot, visitors pay a flat rate of $2.00 to open the gate onto Blanche Street. The payment machine accepts coins, debit and credit, and mobile devices may be scanned. A change machine is located next to the Dufferin Street public entrance.

Questions or concerns about parking may be directed to:

Bluewater Health

Tel: (519) 464-4400, Ext. 8304

CEEH of Bluewater Health

Tel: (519) 882-4325

Finding Your Way in the Hospital

Bluewater Health’s wayfinding system in Sarnia incorporates colours, names and numbers to help our patients and visitors navigate the hospital. Volunteers are also available at the Welcome Desk, located inside the Main Entrance.

Building Name

Bluewater Health, Sarnia is identified as three buildings that reflect the neighboring streets. The newest addition is the Norman Building (green); the middle building is the London Building (blue); and the original building is the Russell Building (orange). Each building has a colour designation, shownonsignswithinthehospital.Inanypubliccorridorwhereyoucrossinto another building, you will see beacon signs that identify the building you are entering.

Level and Room Number

We use an alphanumeric system to help locate rooms. The first letter indicates the building in which the room is found (e.g. R=Russell).

Next is the floor level the room is on (ex. Level 2), followed by the actual room number (e.G. 139). Every room has a clearly displayed room number beside the door. All room number signs within the hospital also feature a tactile Braille plaque for the visually impaired.

In Petrolia, visitors to Continuing Care should enter at the end of Blanche Street, on the left. All others should use the Dufferin Street entrance.

Patient Registration

WhenyouarriveatBluewaterHealthinSarnia,pleasegotoPatientRegistration on Level 1 of the Norman Building, near the Atrium, unless otherwise directed. If you need a wheelchair or other assistance, please contact the Welcome Desk at the main entrance upon your arrival. In Petrolia, please register at Patient Registration, Level 1, across from the Emergency Department, unless otherwise directed.

Tel: (519) 464-4400, Ext. 0

Accommodations

Bluewater Health has ward, semi-private and private rooms. We do not know untilthedayyouareadmittedwhatroomisavailable.Wewilldoourbesttogive youyourfirstchoiceofroombutitisn’talwayspossible.Patientsareassignedto the first available bed appropriate to meet their care needs.

Please note the cost for semi-private and private rooms is over and above what theMinistryofHealth&Long-TermCarecoversforawardroom.Pleasebesure youcheckyourpersonalinsurancecoveragebeforeyouarriveatthehospitaland bringproofofcoverage.Hospitalstaffcannotinvestigateinsurancecoverageon your behalf.

If you would like a private or semi-private room and your insurance company doesn’tcover100%ofthecosts,youareresponsibletopayfortheextracosts. You can pay by cash, cheque, debit or credit card when you are admitted to the hospital.

Ward Room

The Ministry of Health & Long-Term Care covers the full cost of a ward room if you have a valid Ontario health card. Please check with the Patient Accounts office if you do not have a valid Ontario health card, or if the reason for your visit is a work-related injury.

Semi-Private Room (Limited Availability)

Patients who request and occupy a semi-private room will be billed $235 per day.*

Private Room (Limited Availability)

Patients who request and occupy a private room will be billed $275 per day.*

*Amounts are subject to change.

Asmallnumberofprivateroomshaveasharedwashroom.Inaddition,theremay be times when a same-gender room is not available and an adult patient may be placedinaroomwithanadultoftheoppositegender.Thiscanoccurwhenevery hospitalbedisfullorabouttobefull,andnewpatientsarearriving.Itcanalsobe necessary for infection control practices.

Every patient has the right to dignity, privacy and safety and we recognize that there may be situations when patients should not share a room with patients oftheoppositegender.Thesesituationsmaybereligious/cultural,behavioural/ cognitiveorclinicalinnature.Pleasetalktoyourhealthcareproviderifyouhave questions about your accommodation.

Language Interpretation Services

Wehave24/7accesstomedically-qualified,experiencedlanguageinterpretersin over240languages,includingAmericanSignLanguage.Theconfidentialservice is offered at no cost to you.

Please connect with any member of your care team to discuss your language needs.

Translation Services

BluewaterHealthhasaccesstoaninnovativetranslationplatformthathasthe abilitytoconnectremotelywithatranslatorinstantaneously,24-hours-a-day and seven days a week. The on-demand app offers remote video and audio interpretation in more than 240 languages, including American Sign Language and Indigenous languages such as Cree and Ojibway. The confidential service is offered at no cost to the patient. Please connect with any member of your care team to discuss your language needs.

Our Healthy Environment

Aspartofourcommitmenttoasafeandhealthyenvironmentforourpatientsand staff, smoking, fragrances and latex are not allowed in our hospitals.

Smoking

BluewaterHealthisasmoke-freeenvironmentinsideandout,includingparking lots.SmokingisonlyallowedoffBluewaterHealthpropertyoncitysidewalks. This applies to the smoking of cannabis and tobacco and the use of electronic cigarettes. Patients who smoke are encouraged to ask for information during theirhospitalstayaboutprogramsandproductstohelpthemtostopsmoking.

Fragrances

Pleasedon’twearperfume,cologne,oraftershavewhileinthehospital.Please remind your visitors not to wear fragrance or to bring flowers with strong scentswhentheycometoseeyou.Somepeoplearehighlysensitivetofragrance and can suffer severe allergic reactions.

Latex

Exposure to latex rubber may cause severe allergic reactions. Latex rubber balloons are not allowed in the hospital. Only mylar (shiny foil) balloons are permitted.

For Your Health and Safety

Infection Control

Clean hands are the best way to prevent the spread of germs that can cause infections.Itisimportantthatyouandyourvisitorscleanyourhandsoften,using soapandwaterorthealcohol-basedhandrubthatismountedonthewallsand atentrances/exitsofourhospitals,aswellasonsomeover-bedtablesinpatient rooms.

Ways to Prevent Infection

• During your hospital stay, if you are put in an area where additional infectioncontrolmeasuresarenecessary,itisimportantthatyouandyour visitors follow the directions given to you by your care provider.

• Pleasedonotsharepersonalitemssuchascreams,barsoap,glasswareor towels.

• Please ask family and friends who are feeling unwell (e.g. cold, flu, or diarrhea and vomiting, or potential COVID-related symptoms) not to visit you while you are in the hospital.

Hand Hygiene

Patients, family members and healthcare workers all have a role to play in reducing healthcare associated infections. In addition to washing your hands frequently,youcanaskyourhealthcareworkertodothesamebeforeproviding care. Together we can make a difference and reduce infections by always practicing good hand hygiene.

Alcohol-Based Hand Rub is the preferred and easiest way to clean your hands. Dispense foam about the size of a quarter into the palm of one hand (the wall mounted dispensers will automatically dispense the right amount). Rub thoroughly over the front and back of your hands, between your fingers, and across all fingertips until dry. Use the rub when you enter or exit the hospital; leaveyourroom;beforeyoueatordrink;afteryoucough,sneeze,orblowyour nose; and when you return to your room.

Soap and Water should be used after using the toilet and whenever your hands lookdirty.Wethandswithwarmwaterandapplysoap.Rubthoroughlyoverthe frontandbackofyourhands,betweenyourfingers,andacrossallfingertipsfor 15 seconds. Rinse, then dry with paper towel.Turn off the tap with paper towel.

Patient Information and Privacy

Your privacy is very important to us.When you register as a patient, please tell us if you wish Bluewater Health to confirm your stay in hospital to your callers or visitors.

To ask about a patient’s room and telephone number, please call our switchboard:

Bluewater Health

Tel: (519) 464-4325

CEEH of Bluewater Health

Tel: (519) 882-4325

Photography or videography is not allowed on hospital property without expressedconsentofthepatientorstaffmember.OurPrivacy,Confidentiality & Security policy and the Personal Health Information Protection Act must be followed for consent and protection of personal health information.

Formoreinformationaboutyourprivacyrightsandresponsibilities,pleaseread ourpamphletYourPrivacyIsImportant,availableonbluewaterhealth.ca,under Patient & Visitor Information. (Click on Privacy and then PHIPA). You can also request a printed copy or ask questions by calling the Privacy Office at:

Tel: (519) 464-4400, Ext. 8528

Participating in Your Care

It is important that you are involved in decisions about your care because you know the most about your own health.

Discuss your plan of care with your care provider and be informed about your treatments. Ask about your treatments and continue to ask questions if you don’t understand.

If you are experiencing pain, please tell your care provider. Your healthcare team will work with you to manage your pain.

You may receive a lot of information all at once, which can be confusing. You may want to take notes or ask a family member or friend to be with you when youreceiveadiagnosis,treatmentplan,testresults,orwhendischargeplansare explained.Pleasefeelfreetotalktoyourhealthcareprovideraboutanyconcerns you may have. We value your partnership and welcome your questions.

Here are some questions you may want to ask:

• Can you tell me more about my medical condition?

• What is the purpose of this test or treatment?

• What does this test or treatment involve?

• Do I really need this test, treatment or procedure?

• What are the downsides?

• Are there simpler, safer options?

• What happens if I do nothing?

• What is this medication for?

• When will I be going home?

• What should I do when I go home?

Staff Identification

Many people will care for you during your stay and all staff, physicians and volunteers wear hospital photo identification (ID) badges.This photo ID badge assures you that the person providing your care is a member of our team.

Good communication is key to patient safety and reducing anxiety and stress. Staff,physiciansandvolunteerswillbegineverypatientandfamilyinteraction by providing their name and, occupation and communicating what they are there to do. If they don’t introduce themselves, feel free to ask.

Your Identification

As a patient in the hospital, it is important that you wear your hospital ID bracelet at all times. Please check that the information on your hospital ID bracelet is correct (name, birth date, etc.).

For your safety, make sure all staff members check your ID bracelet and ask you your name and date of birth before any procedure, surgery or test is performed, or before medicine is given. If your bracelet comes off, please ask your healthcare provider for a new one.

Medication

Bring a current list of all your medications with you to the hospital, including any prescription medications, over-the-counter medications, vitamins and herbal supplements.The doctor will prescribe any medications necessary for you during your stay. When you leave the hospital you will receive a paper copy of all prescriptions and any medication changes.

It is very important that you tell your care provider how you take your medications at home, as well as any recent medication changes or any medications that you have recently stopped taking.

Allergies

Please tell your care provider about any allergies you may have.This includes allergies or reactions to food, medications, and environmental elements (e.g. hay fever).

Call Bells

Nursing staff routinely visit all patient rooms. A call bell is provided for you to ring for assistance if your care provider is not readily available. Your care provider will show you how to use it.

Letyourcareproviderknowifyouwillhavetroublereachingthecallbellorifit is difficult to use. He or she will make sure your call bell is placed within reach and is a model you can easily use. The call bells have a two-way intercom that connectstothenursingstationandyourhealthcareprovidercanspeaktoyou overit.Afterringingthebell,pleasestaywhereyouareandwaitforstafftocome and help you.

Preventing Falls

Some people can be at a higher risk for falling down. Illness, surgery, and medications can make you weak and may affect your balance or judgment. Also, medical equipment and the unfamiliar hospital environment can make it more difficult to move about easily.

WhenyoucometoBluewaterHealthforanappointmentorareadmitted,wewill assessyourriskoffallinganddeterminewhatcanbedonetopreventafallwhile youarewithus.Thisinformationwillbesharedwithmembersofyourhealthcare team.

If you have had a fall in the past three months, need help to move around safely, or are taking any medications that make you dizzy or lightheaded, please tell a staffmemberwhenyoucometothehospital.Aspartofourworktopreventfalls and keep you safe while under our care, we will ask you these questions when you arrive.

Should you need to stay in hospital, it is important that you ask for help when getting out of bed, especially at night. The hospital is an unfamiliar place and most falls occur when patients try to get out of bed on their own to go to the bathroom. For your safety, your room should be well-lit, your bed in a low position, and personal items within reach.We encourage you to bring slippers with a closed heel and rubber soles to prevent slipping. We will also work to keep your room free of clutter and any mobility aids within reach. Please inform a staff member if you normally use a mobility aid at home. If you are at ahighriskforfallsayellowarmbandwillbeputontoremindstafftotakeextra precautions to assist you when getting out of bed.

Fire Safety

Fire drills are routinely held in the hospital. If an alarm goes off during your stay, stay in your room. Staff members are trained to respond and will provide instructions to patients and visitors in the event of a fire drill or emergency.

Third-Party Providers

Bluewater Health staff and affiliates provide all healthcare services felt to be necessary and appropriate by the physician and other members of the healthcare team for each patient. You have the option to privately employ healthcare providers to supplement the healthcare services provided by the staff and affiliates of Bluewater Health. You may pay for these services directly or through your private insurance coverage. External healthcare providers must provide proof of appropriate credentials, health screening, liability insurance, mandatory Bluewater Health orientation, and adherence to Bluewater Health Policies, legislation and best practices. Please ask your nursing staff for details or contact the third-party provider resource at thirdpartyprovider@bluewaterhealth.ca.

Your Stay With Us

Nutrition and Food Services

Good nutrition is an important part of your recovery. On admission, you will be askedtwoquestionsfromtheCanadianNutritionScreeningTool.Yournutrition care will then be customized to your needs by Nutrition & Food Services.

Bluewater Health purchases foods from federally-inspected food providers, and sources food locally when possible. Meals are prepared and delivered by fully trained food service workers with years of experience.

Our meal delivery system generates a 10-day menu for you automatically, based on your diet as prescribed by your physician, nutrition allergies, intolerances, autoimmune diseases and preferences. If you have concerns about the food you are receiving, ask your care provider for a consult with a registered dietitian.

Meal Service Times

Breakfast ................... 7:50 am - 8:30 am

Lunch ....................... 11:35 am - 12:15 pm

Dinner ...................... 4:30 pm - 5:15 pm

It is helpful if your bedside table is cleared before each meal time to make room for your meal tray. If you need help opening packaging, please let your nursing staff know.

Bringing Food and Drinks

We appreciate the comfort that food from home can bring. Food and drinks brought into the hospital are the responsibility of the patient and their family. Ask your care team whether food can be brought in from outside the hospital.

If you choose to bring food or drinks into Bluewater Health or have items brought in for you, please keep these guidelines in mind:

• Choose a replacement meal or food that meets your nutritional needs.

• Please label food and drinks brought into the hospital with your name, room number, and the date. If food is still in the fridge three days from the date it was brought in, it will be thrown away.

• To stop the spread of infection and prevent food poisoning, please

package food from home in single servings. That way uneaten food isn’t returned to the fridge. Any food or drinks brought into a patient’s room isn’t allowed to return to the fridge or microwave.

• Food storage space is limited, so please be respectful of the needs of other patients and ask unit staff for help.

• For cleanliness and food safety, the kitchenette fridges are monitored regularly so we ask that dishes be taken home at the end of each day.

Telephones

Patient phones are provided at no charge. To make a local call, please dial “9” before the phone number.

Televisions

Patient entertainment is available at the bedside in Sarnia and Petrolia during your hospital stay.

In Sarnia: Our system looks like a TV, yet functions like a touch-screen tablet. You can access our website, watch your favourite television program or surf the web. We are also developing a free library of educational content. For more information or to purchase the service, access content directly on the unit in your room.

Bluewater Health

Tel: (519) 464-4400, Ext. 5045

Accessibility

We make every effort to identify, remove, and prevent barriers to people with disabilities who visit, work in or use our hospitals.

Accessibility information is available on our website at bluewaterhealth.ca (click on Patients, Families & Visitors).

To provide feedback please complete and submit the form available on our website bluewaterhealth.ca or contact Patient Experience at (519) 464-4436.

Accessible formats and communication supports are available upon request.

We welcome feedback on accessibility.

Necessary Room Changes

It is important to meet the needs of all of our patients and those waiting in the Emergency Department. Therefore room changes are often necessary to accommodate the demand. As a patient, it may mean:

• The healthcare team will evaluate if you can safely continue your care or treatment at home or at another healthcare facility. If so, you may be discharged earlier than you expected.

• You could be moved to another room, a different area of the hospital or to another Bluewater Health facility, and you may need to be moved more than once. In full hospital, this can happen with very little notice. We can help you to coordinate transportation.

Our full hospital plan is necessary so we can provide the same quality of care to all of our patients. We appreciate your patience, understanding and cooperation during these challenging situations.

Spiritual Care

Our spiritual care team consists of many community clergy and religious providers of various faith traditions. If you would like a visit from a member of the team, notify a member of your care team.

OurwheelchairaccessibleSpiritualCentreatBluewaterHealth,Sarniaoffers a peaceful place for sacred reflection. It is located just off the Main Entrance (Level 1, Norman Building). At the Petrolia hospital, the Quiet Room, located next to Charlotte’s Boutique, is available for patients and family members. Please contact the Chaplain if you have a specific practice or ceremony you would like observed during your time at Bluewater Health.

Volunteer Resources

Our volunteers dedicate their time, energy, and talents to make a difference in our hospitals from the bedside to the boardroom.

Volunteers support families and visitors by greeting and directing at the Welcome Desk, and by providing support in Patient Registration, diagnostic areas, all patient care floors, and emergency departments.

At CEEH of Bluewater Health volunteers run Charlotte’s Boutique, help patients in Continuing Care and the Pat Mailloux Eye Centre and set up patient televisions.

Contact Volunteer Resources to explore volunteer opportunities at both locations,includingtheroleofPatientExperiencePartnerswhobringthevoice of patients and families into the planning, design and improvement of the healthcare experience.Volunteer applications are available on our website, bluewaterhealth.ca (click on Be A Volunteer.)

Forfurtherinformationonvolunteerprograms,pleasecallVolunteerResources: Tel: (519) 464-4400 Ext. 5406

Family and Friends

Visiting Hours and Family Presence

Families are a vital care partner to patients in their recovery.We recognize that family members, friends and loved ones play an important part of a patient’s care experience, and we encourage the involvement of family and loved ones during your stay. We are partners in care with you and your family.

AtthebeginningofahospitalexperienceoremergencyroomvisitatBluewater Health, patients are asked to define their ‘family’and how they will be involved in care and decision-making.

We do not view family as visitors. Bluewater Health supports family access outside of regular visiting hours. Visitors are requested to respect visiting hours, and the number of people welcomed at the bedside at any one time will be determined in collaboration with the patient and family.

Visiting is subject to change. Please see our website www.bluewaterhealth.ca forthemostcurrentvisitinginformation.Ifanoutbreakofinfectionrequires visitorrestrictions,staffwillcollaboratewiththepatientandfamilytoensure that selected family members are still welcomed to assure safety and offer emotional support to the patient.

Between 8:30 pm and 6:00 am, family members are encouraged to enter the Sarniahospitalthroughthefrontdoor,wherethereisanintercomwithdirect access to Security staff who can open the doors. In Petrolia, the entrance is through the Emergency Department, and nursing staff will respond to the intercom.

It is crucial for the health of patients, families, and staff that visitors follow Bluewater Health’s safety guidelines. Visitors who do not comply with staff direction may be asked to leave.

Pet Visitation

We recognize the healing benefits of pet visitation and we have a policy to guide such visits in non-acute areas of the hospitals. For the safety, health and comfortofallpatients,ourpolicyincludesrequirementsforadvancenoticeand scheduling, proof of proper immunizations and pet hygiene considerations. Please discuss these requirements with your care provider who will assist you with the proper process. Visiting pets must be greeted and escorted by security staff.

Visitor Food Services

Food Services, including Mo’Cha Café & Bubble Tea and Freshii, are located in the atrium in Sarnia. Mo’Cha offers classic and specialty teas, smoothies, lattes, and a variety of hot drinks and dessert items. Menu items can be ordered through a shortcut via a QR code. Freshii items include smoothies, breakfast choices, salads, wraps, bowls, burritos, snacks, frozen yogurt and an assortment of beverages. Freshii items can be ordered online through an app. Both menus offer healthy menu choices with an emphasis on quality, service excellence and competitive pricing.

Gift Shops

A retail store, Poppies, is located in the Atrium of Bluewater Health in Sarnia. Merchandise includes books, snacks, cards, magazines, newspapers, gifts, toys, fresh flowers and convenience items.

In Petrolia gift shop, Charlotte’s Boutique, is located on the 1st Floor. Books, cards, snacks and gifts are available for purchase.

Cell Phones, Wireless Devices and Wi-Fi

Wireless communication devices can improve the patient and family experience by making it easier for patients and families to stay connected. It also helps with communication between healthcare providers and can lead to improved patient care.

However, patients and visitors are not allowed to use any wireless communication device within patient rooms in the Intensive Care Unit, Telemetry Medicine, and the resuscitation area in the Emergency Department (trauma and cardiac rooms).

Cell phones and other devices cannot be used to photograph or record, staff, professional staff, patients or visitors without their consent.

Wireless devices should be switched to silent mode or vibrate only. Bluewater Healthstaff,physiciansandvolunteershavetherighttoaskindividualstoturn off wireless devices at any time.

Guest Wi-Fi is available free for patients and visitors.

After Your Hospital Stay

Returning Home from Hospital

Your physician, hospital staff and, in some cases, Home and Community Care staff will be involved in planning for your discharge from hospital. We will start planning your discharge with you and your family upon admission to the hospital for your transition home.

Together with Home and Community Care, Bluewater Health supports a Home First philosophy. Should a move to a long-term care home be needed, our goal willbeforyoutoaccesslong-termcarefromthecommunitybyreturninghome first. Admission to long-term care is a complex process, and it is better for patients to make these types of life-changing decisions from a comfortable, familiar environment such as home.

For some patients, once acute hospital treatment is complete, other care settings may be beneficial to help meet care needs.These are often short-stay options and may include rehabilitation or convalescent care.

If you stay in hospital after your physician has discharged you, you may be charged a per diem for uninsured services ($1200/day). Please be sure that you have reviewed with your healthcare provider any medication and followup appointments, and that you have clothing and footwear to return home. Please be ready to leave the hospital by 10:00 am on the day of your discharge, by planning for transportation well in advance. The following agencies are available to assist patients with transportation:

If you have a transportation problem preventing you from a timely discharge from hospital, please talk to your healthcare provider.

Charges and Payment

Some supplies, devices, medications and treatments are not covered by OHIP and payment will be requested at the time of service. For your convenience, Ambulatory Care and the Emergency Department accept debit and credit cardsfor supplies,devices,medicationsor treatmentsfromtheirdepartment. All other payments can be made at Patient Accounts. There are also fees for ambulance transportation from hospital upon discharge. For a list of fees that you may be charged, please see our website, bluewaterhealth.ca (click on Patients, Families & Visitors).

Patient Accounts in Sarnia is open Monday to Friday from 8:00 am to 4:00 pm. Payment options are cash, cheque, debit, and credit card. In Petrolia, Patient Registration accepts payments for Patient Accounts. You can also make payment by phone and at your financial institution.

If payment is not received within seven days, an invoice will be sent to your home.

For questions about your bill, please contact Patients Accounts by telephone or in person.

Bluewater Health

Level 1, Norman Building, behind Mo’Cha Café Tel: (519) 464-4457

CEEH of Bluewater Health

Patient Registration can receive payments for Patient Accounts

1st floor, across from Emergency Department

We Welcome Your Feedback

We want to partner with our patients and their families to design the best possiblecare.Whenpatientstellusabouttheiruniquehealthcareexperiences, we get an inside look at what is most important to them. You may be asked for yourfeedbackwhenyouleavethehospital,eitherbyafollow-uptelephonecall fromahealthcareprofessionalorthroughasurveycarriedoutbyathird-party company that specializes in hospital surveys. Please invest in your community hospital by taking the time to respond to the questions, as results are studied to inspire improvements. Thank you for your feedback!

Lost and Found

Patients and families are responsible for personal belongings brought to the hospital, and these should be taken with you when you leave. If you have forgotten an item, please immediately call the unit where you were a patient. Bluewater Health is not responsible for missing items, but we will make every effort to locate your belongings. If you or a visitor find or lose something, please contact Security Services:

Bluewater Health

Tel: (519) 464-4400, Ext. 4040

CEEH of Bluewater Health

Tel: (519) 882-4325, Ext. 2430

Our Proud Supporters

Foundations

Bluewater Health is supported by two strong and dedicated fundraising organizations–BluewaterHealthFoundationandCharlotteEleanorEnglehart HospitalFoundation.Together,theirgoalistoensurethatBluewaterHealthis ideally equipped to do its best for the care and well-being of its patients.

Since 2003, Bluewater Health Foundation’s sole purpose has been to raise funds to support Bluewater Health. It envisions a healthy community sustained through a culture of philanthropy, while creating, inspiring and cultivatingexpressionsofgenerositytoequipBluewaterHealthinitscarefor the community. It has raised millions of dollars of financial support to aid in the purchase of equipment and provision of patient, staff and family programs for Bluewater Health.To learn about why your help is needed, the ways you can give, and our upcoming special events, visit bwhf.ca

Tel: (519) 464-4400, Ext. 4408

bwhf.ca

Charlotte Eleanor Englehart Hospital Foundation is a registered charitable organization that was incorporated in 1985. Its purpose is to provide funding for capital projects at CEEH of Bluewater Health, physician recruitment, and equipmentandfurniturepurchases.SincetheformationoftheCEEHFoundation, over$3.6millionhasbeenraisedtowardbuildingupgrades,medicalequipment, parkinglotsandvariousotherfacilityimprovements,allofwhichsupporttherole of staff, physicians and volunteers to care for our patients and families.

Tel: (519) 882-4325, Ext. 2404

ceehf.ca

For your convenience we have included a pledge form for both foundations within your Patient & Family Guide.

Auxiliaries

BluewaterHealth’sauxiliariesprovidevolunteerandfinancialsupportforpatient care needs identified by the hospital. There are two auxiliaries: the Charlotte Eleanor Englehart Hospital Auxiliary and the Bluewater Health Children’s Auxiliary.

Bluewater Health Foundation

89 Norman Street, Sarnia, Ontario N7T 6S3

Tel: (519) 464-4408 Fax: (519) 346-4705

Email:hospital@bluewaterhealth.ca

Charlotte Eleanor Englehart Hospital (CEEH) Foundation

P.O. Box 248, Petrolia, ON N0N 1R0 Tel: (519) 882-4325, Ext. 2404 Fax: (519) 882-3711

Name:

Address:

City: Postal Code:

Telephone Number:

Email Address:

Cheques should be made payable to: Bluewater Health Foundation OR CEEH Foundation

Your official charitable receipt will be mailed to you.

Gift Information

Please direct my gift to:

 Highest Priority Needs

 I prefer to direct my gift to:

 Current Hospital Equipment

 YES! I want to contribute to Bluewater Health Foundation!

Here is my donation of:

$250

$100

Payable over years in instalments of $

Payments will be made:

 monthly

semi-annually

$50

$35

Other $

quarterly  annually

Date of first payment: Enclosed $

Method of Payment:

 Visa  MC  Automatic bank withdrawal on the 15th of the month

(For automatic bank withdrawal, please enclose a VOID cheque)

Credit Card # Expiry Date:

Signature:

 YES! I want to contribute to Charlotte Eleanor Englehart Hospital (CEEH) Foundation. Cash or cheque only.

Here is my donation of:

$250

$100

$50

$35

Other $

For edits or omissions from this Patient and Family Guide, please contact:

Bluewater Health and CEEH of Bluewater Health Tel: (519) 464-4471

For more information about Bluewater Health, such as achievements, performance results, and employment and volunteer opportunities, please visit bluewaterhealth.ca

Thank you to the many advertisers displayed within this Patient and Family Guide.Your support allows us to produce and provide this publication for our patients at no cost.

Bluewater Health is extremely grateful to all advertisers for helping to make this guide possible. Please note that an advertisement in this guide does not imply an endorsement by Bluewater Health.

IS A FREE, CONFIDENTIAL HELPLINE THAT IS AVAILABLE 24/7 IN 150+ LANGUAGES 211 CAN HELP PEOPLE ACCESS: HELP STARTS HERE.

Recovering from a hospital visit can be overwhelming for a patient and their family members. Our caregivers and registered nurses are here to help patients feel safe and supported on their journey from hospital to home.

MEDICATION

CERTIFIED FITTER for Compression Stockings

10% OFF OTC’s Tuesday & Friday

• Pharmacist available 24/7 for our patients

• FREE Delivery in Sarnia and Surrounding Towns

• FREE Compliance Packs

• We waive $2.00 Co-Pay on eligible ODB Prescriptions

Aspirin 81 mg, 150 tabs. Only $7.99

Claritin 30 tablets only $13.49

Vitamin D 1000 IU, 180 tablets only $3.99

WELCOMING NEW PATIENTS

SARNIA PHARMACY

206 Maxwell St., Sarnia • 519-337-3215

Open Mon - Fri 9am - 6pm & Sat 9am - 2pm CLOSED SUNDAY

PHARMASAVE CORUNNA

409 Lyndoch St. Corunna • (519) 862-2020

Open Mon-Fri 9am - 5:30pm & Sat 10am - 2 pm CLOSED SUNDAY

PHARMASAVE GLENCOE

235 A Main St. Glencoe • (519) 287-3225

Open Mon-Fri 9am - 6pm

www.sarniapharmacy.com

Bayshore understands that transitioning from hospital to home can be an overwhelming process. As your neighbourhood care provider, we are here to support you and your family through every step of the care process. Our goal is to ensure that your loved one is able to transition with ease and comfort back to the place they feel most comfortable – home.

Services* that support continued care at home include:

Transportation

Housekeeping

Meal Preparation

Nursing

Bayshore understands that transitioning from hospital to home can be an overwhelming process. As your neighbourhood care provider, we are here to support you and your family through every step of the care process. Our goal is to ensure that your loved one is able to transition with ease and comfort back to the place they feel most comfortable – home.

Grocery/Prescription Pickup

Personal Support

Dementia Support

Palliative/End

Services* that support continued care at home include: Transportation

Bayshore understands that transitioning from hospital to home can be an overwhelming process. As your neighbourhood care provider, we are here to support you and your family through every step of the care process. Our goal is to ensure that your loved one is able to transition with ease and comfort back to the place they feel most comfortable – home.

Medication Reminders

Support

Services* that support continued care at home include:

<<Phone #>>

Transportation

clientservice@bayshore.ca

Housekeeping

Grocery/Prescription Pickup

Personal Support

Medication Reminders

clientservice@bayshore.ca

Meal Preparation Nursing

Dementia Support