Working Together to Combat the Spread of Germs
Hand hygiene is one the best ways you, your visitors and your health care team can prevent the spread of microorganisms.
Did you know that microorganisms are most often spread through your hands?
There are two ways to clean your hands:
• Using soap and water if your hands are visibly soiled. Rub hands together briskly for 15 seconds
• With 70% alcohol-based hand sanitizer. Dispensers are located throughout Quinte Health, including near the entrance of and within each patient room. Rub hands briskly together until alcohol has dried
Your health care team works hard to keep their hands clean. There are four important moments when your health care team must clean their hands:
• Before they come to your bedside
• After they have come into direct contact with you or anything in your room
• After they have had contact with blood or body fluids (ie. if they have assisted you with toileting or changed a dressing)
• When they leave your room or bedside
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Our patients play an important role in preventing the spread of microorganisms. Make sure to clean your hands:
• After toileting
• After sneezing or blowing your nose
• Before meals
• If you are leaving your room
• Before you come back into your room if you have been off the unit for tests, therapies or to walk in the halls
You will be provided with a hand wipe on your meal tray to clean your hands before meals.
As a visitor, when you come to a hospital, hand hygiene is your responsibility too. Please clean your hands:
• Before entering a patient’s room
• After having any direct hands-on contact with a patient (ie. helping with toileting, a bath or feeding a patient)
• When you leave a patient’s room
• If you use the washroom (we ask that visitors use public washrooms located along the corridor on each unit and throughout Quinte Health)
Isolation Precautions
To prevent the spread of microorganisms and to help keep you, your visitors, and your care team safe, you may require special isolation precautions while you are hospitalized. If so, you will have a special sign posted on the door to your room to guide staff and visitors coming to see you. If you require isolation precautions, your health care providers will come into your room wearing appropriate personal protective equipment, which could include a gown, gloves, mask and eye protection. You may also be required to wear a mask when anyone enters your room.
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Trenton Memorial Hospital
Visitor Information Boards
Visitor information boards are located on each nursing unit. They are located near the elevators to help visitors understand isolation signage and how to put on an isolation gown, hand hygiene and other important information.
Remember….
Please ask your visitors to stay home if they are sick with any illness, including sore throat, runny nose, cough, fever, upset stomach or diarrhea.
For any Infection and Prevention related questions, please call extension 2361 to speak with a member of the Infection Prevention and Control Team.
Quinte Health’s Values
Our values make us proud and reflect our courage. They are unique to Quinte Health and, while not a full representation of everything we do and everything we are, they embody our culture and how our teams strive to live and work every day. They are reflective of who we are as people and can be embraced by everyone connected to our hospitals—our staff, physicians, volunteers, foundations, learners, board members, patients, families, partners and community.
Imagine it’s you
We show empathy and compassion with every interaction, always treating others as we would want ourselves or our family members to be treated. We ensure everyone feels safe and welcome, and take an extra moment to ensure we are treating each patient, family and coworker with humanity and kindness.
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Value everyone
Everyone has their own story and is walking a unique path. We value each individual for who they are and appreciate their experiences and the lens through which they view the world. No matter who we are interacting with and for what purpose, we strive to see the whole person and we demonstrate inclusion, equity, dignity and respect, embracing each other’s differences without labels or judgement.
We all make a difference
We each play a role individually and collectively in helping to improve lives and in making our hospitals and communities stronger. We celebrate the achievements and recognize the valuable contributions of the individuals and many teams that make up our hospitals. We embrace lifelong learning and are proactive, accountable, dedicated, and responsive to the needs of our community, our patients and their families, and each other.
Stronger together
We are united as a steadfast, supportive and resilient team of individuals, departments and hospitals pursuing quality care, innovation and continuous improvement. We are there for one another and work collaboratively together and with community partners to provide the best care possible for patients and our community.
Please care for us, while we care for you. Our hospitals are a place of respect for patients, families, guests, volunteers and staff. Aggressive, threatening or disrespectful behaviour toward staff or others will not be tolerated.
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Hospital Information
Accessibility
Quinte Health is committed to accessibility (as outlined in the Accessibility Standards for Customer Service Ontario Regulation 429/07). Please have your health card ready when waiting for Triage and/or Registration. If a patient or visitor requires an alternate format for documents, Quinte Health will work with that person to agree upon an alternate format and provide the person with materials which take into account the person’s needs. If you require an alternate format, please contact the Communications Department at (613) 969-7400 ext. 2677. To access a language interpreter or sign language interpreter, patients should ask a member of their care team.
Admission to the Hospital
When you arrive at the hospital, you will be required to present your Ontario Health Card. Upon admission, you will be given an identification bracelet to be worn at all times while you are in the hospital.
What to Bring For Your Hospital Stay
• Ontario Health Card
• Proof of additional health insurance coverage for preferred hospital accommodations
• Calling card for long distance calls
• Workers Compensation Board (WCB) claim number (if you have one)
• Social Insurance Number
• Cheque or credit card to pay additional expenses
• Slippers, pyjamas and robe, socks and supportive walking shoes
• Toothbrush and toothpaste
• Comb and brush
• Facial tissues and shaving supplies
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• Sanitary items
• Complete list of all medications
Please Do Not Bring:
• More than $20 cash
• Personal valuables, such as jewellery
• Electric personal care items other than a hair dryer or electric razor
• Cigarettes, tobacco, pipes, cigars or e-cigarettes
• Medication (unless instructed by your physician or nurse)
Your Health Care Team
A multi-disciplinary patient care team provides your care while in the hospital.
Your Team Members May Include:
• Dietitians
• Physician Assistants
• Nurse/Nurse Practitioners
• Pharmacists
• Physicians
• Physiotherapists
/ Occupational Therapists
• Recreation Therapists
• Therapy Assistants
• Technicians
• Respiratory Therapists
• Patient Flow Coordinators
• Personal Support Workers
• Speech Language Pathologists
• Spiritual Care (Clergy)
• Palliative Care/Grief Support
• Hospice
• Social Workers
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Other members of the Health Care Team who add support include:
• Medical Device Reprocessing Department (MDRD)
• Clerical
• Facility Services (Maintenance)
• Food Services
• Health Records
• Hospitality Services (Housekeeping)
• Human Resources
• Information Services
• Materiel Management
• Patient Registration
• Volunteers
Trenton Memorial Hospital (TMH) offers a full range of Clinical and Diagnostic services including:
• Cardiology
• Emergency Service
• Medical Day Clinic
• Outpatient Clinics
• Pharmacy
• Psychiatry/Mental Health Crisis Clinic
• Radiology
• Outpatient Day Surgery Procedures
• Domestic Violence and Sexual Assault Response Program
*Please note, this is a list of services that are available at TMH. Additional services are available at the other hospitals if required for your care.
Ambulance Transport
The Ministry of Health and Long-Term Care pays most of the cost for an ambulance trip (land or air ambulance) for a patient who is injured or very ill. The patient usually pays $45 of the cost*. The patient must pay the full cost of a land ambulance trip ($240) when the trip is not medically necessary or when the patient does not have a valid Ontario Health Card or Health 65 Card.
* The $45 charge does not apply to those who are:
• Receiving provincial social assistance
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• Transferring from one hospital to another for insured, medically necessary treatment
• Transferring from hospital to rehabilitation facility, treatment facility for children with physical disabilities, medical laboratory or X-ray facility approved by the Ministry of Health and Long-Term Care
• Enrolled in the Ministry’s Home Care Program
Balloons
Since latex balloons can cause allergic reactions in some people, we ask that no latex balloons be brought onto the premises. Mylar balloons are permitted.
Best Practice Spotlight Organization
Quinte Health is a Best Practice Spotlight Organization (BPSO). This designation from the Registered Nurses Association of Ontario is in recognition of our commitment to excellence in the care that we deliver every day. Our commitment to you is to use evidence and research in our clinical practices. Advantages of participating in this program include improved patient outcomes, increased safety, and quality patient care. We are passionate about the care we provide at Quinte Health and proud to be part of this international program. Billing Patient accounts may be settled at Patient Registration.
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Call Bell
If you require immediate assistance, please use the call bell beside your bed. A staff member will answer your call as soon as possible.
Cellular Phones
The use of cellular phones and other wireless devices are permitted throughout our hospitals provided they do not interfere with patient care or violate respect for others’ need for quiet and privacy. Please do not take photos, video or audio recordings unless you have consent from those involved.
Discharge
We know that when you are well, you would rather be at home. Our goal is to help get you there. As soon as you are admitted, we will work with you and your loved ones to plan your care and prepare you to go home. Your Physician or Nurse will inform you of your discharge date in advance, so you can make arrangements to have someone assist you in going home. Your collaboration related to discharge planning will help to ensure we have beds available for everyone accessing the hospital. If transportation is unavailable, the Unit Communications Clerk (UCC) can arrange for a taxi to meet you at the main entrance. Please be sure to take all personal belongings when you leave.
Need a prescription filled? Prescriptions for medications may be faxed to the pharmacy of your choice for you to pick up.
Quinte Health Lifeline
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If you have questions, feedback or have a complaint about the care you or your family member is receiving, your health care team needs to know. Please don’t hesitate to initiate a discussion with a member of your care team or the clinical manager.
If, after speaking to your health care team or the manager you feel your case requires further attention, we invite you to contact our Patient Experience Specialist. You may do so by telephone, letter, or email.
Quinte Health Head Office
Belleville General Hospital
Attn. Patient Experience Specialist
265 Dundas Street East
Belleville, Ontario K8N 5A9
Phone: (613) 969-7400 ext. 2033
Toll Free: 1-800-483-2811 – ask switchboard to connect you to Patient Experience
Email: feedback@qhc.on.ca
Regular business hours are Monday - Friday, 8 a.m. - 4 p.m.
To follow up on your concern, our Patient Experience Specialist will contact you to explain our process, which includes obtaining patient consent. Our process is open and transparent. We will keep you informed at appropriate intervals about the progress of the investigation.
If you need assistance contacting our team, please ask your health care team.
Fire Safety
You may hear one of our regular fire drills during your hospital stay. When you hear the fire alarm, please return to your room and remain there with any visitors until you receive the all-clear message. We will inform you should any action become necessary. Elevators must not be used when there is a fire or a fire drill and will be out of service.
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Feedback
Health Records
To obtain medical records, learn more about the process on the “Health Records” section of the Quinte Health website, or email healthrecordsroi@qhc.on.ca to inquire.
Hospital Security
Hospital staff, Medical staff, and Volunteers are easily identified by their photo identification badge. If you observe any suspicious activity or individuals, have lost personal items, or have any security concern, please notify a staff member immediately.
Inquiries About Your Health
Family members wishing to inquire about your health should telephone your Patient Care Unit after 9:00 a.m. If you have many relatives, please assign one person to call and share the information received with your family. Information about your health is not released to anyone other than a family member and only with consent. Should you have any concerns during your hospital stay, please speak with your nurse, or the person in charge of the Unit.
Medications
Following Physician’s orders, the hospital provides drugs for patients during their stay in hospital. Patients using research drugs or patients routinely taking drugs which are not usually available at the hospital, may have to provide them if asked to do so by a Nurse, Physician or Pharmacist.
Organ Donation
Quinte Health participates in an organ donation program. If you wish to be an organ and/or tissue donor at end-of-life, please register your consent at Beadonor.ca and express your wishes to your family.
Patient Identification
A bracelet will be given to you upon admission and it must be worn for identification during your hospital stay to ensure we
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are providing services and medications to the right person, every time.
Patient Information
Patient room numbers, telephone extensions and directions to patient rooms are provided by the Switchboard. A patient information phone is located on the first floor, upon entering the hospital, at the wheelchair accessible entrance. The Reception telephone number is (613) 392-2540, then “0”. When you have been provided with a patient’s room number, please dial (613) 392-2540, then “5”, then the room number for direct phone access.
Patient Safety
Patient safety continues to be a top priority for Quinte Health, recognizing that health care cannot be high quality unless it is also safe. Quinte Health is committed to initiatives that develop, maintain and foster a culture of safety for our patients, families, staff and physicians. If you have any concerns about your safety, please speak to a member of your health care team.
Perfumes/Scented Products
Quinte Health is a Reduced-Scent Environment. Scented products can cause serious reactions among our patients, our staff, our volunteers, and our visitors. Reactions can include headache, nausea, breathing difficulties and skin reactions. Please refrain from wearing scented products in this hospital or having heavily scented flowers. Your cooperation will be very much appreciated by everyone.
Privacy
Your privacy is protected.
At Quinte Health, an important part of our commitment to provide quality health care is our respect for your right to privacy. Keeping our patients’ information and affairs in strict confidence is a Quinte Health priority and we have a number of policies and procedures in place to ensure your privacy is protected.
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Room Differential Rates
If you would like to upgrade your room from ward to semiprivate, or from semi-private to private, you may do so provided the requested room is available. There is a daily cost to you if you choose to upgrade from ward to semi-private or private accommodation. Please ask Patient Registration more information.
Smoking
On January 1, 2016, the Smoke-Free Ontario Act mandated all hospitals to be smoke free. Smoking or vaping is not permitted on hospital property and anyone who is caught smoking on hospital property could face a fine. We appreciate your co-operation and understanding.
At Quinte Health, we are committed to the promotion of your good health. Therefore, we view your hospital stay as an ideal time to quit smoking. We can help. Speak to your health care provider for more information.
Valuables and Patient Belongings
All valuables (jewellery, money, etc.) must be kept at home. All personal belongings brought to the hospital, including equipment, must be clearly labelled for identification purposes. The hospital is not responsible for the loss of any personal items. Equipment has to be checked to ensure it is working safely before being used in the hospital.
Visiting Hours and Policy
Quinte Health is committed to patient- and family-centred care and encourages visits from family throughout the patient’s hospital stay. We know that having loved ones nearby while in hospital will make our patients more comfortable and will support their recovery.
To protect your loved one and other vulnerable patients in our care, please do not visit if you have any symptoms of illness. Appropriate Personal Protective Equipment (PPE), such as masks, must be worn as instructed to support safety
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procedures and requirements. For the most up-to-date visiting information, including current restrictions and visiting hours, please visit the Quinte Health website and click on the Visiting section. Please keep the following in mind:
• Visiting is based on the condition, care needs, and expressed wishes of the patient at the time of their current hospital experience.
• Visiting may be interrupted for the provision of patient care, or may be restricted in the event of an outbreak.
• Visiting may be restricted to protect the health care needs, safety and privacy of other patients or to maintain safety and security decisions.
• Visitors must perform hand hygiene with soap and water or alcohol based hand rub upon entry, before and after visiting a patient, and frequently throughout their visit.
• Visiting children under 12 years must be directly supervised by an adult, who is not the patient.
• Main entrances at our hospitals are closed overnight. Please use the Emergency Department entrance (open 24/7).
Non-Urgent Patient Transfers & Transportation
Quinte Health believes in providing a standard of excellent patient-centred care and ensuring the safety of all patients throughout their hospital stay, including during times of transport. As primary and secondary referral centres for other health care facilities, Quinte Health provides a variety of inand out-patient services for residents of the community who may require transportation. Although urgent care may not always be required for transportation, patients sometimes require transportation by personnel trained in the safe portering of patients between facilities.
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Although you have the right to choose your own non-urgent patient transfer service provider, Pioneer Health Care is Quinte Health’s non-urgent transportation provider of choice. Pioneer Health Care offers transportation for patients who need a stretcher or wheelchair.Pioneer believes that the patient always comes first, and the first priority is getting you to your destination safely. If financial concerns associated with transportation are an issue, please ask about the ‘Pioneer Cares’ program. To contact Pioneer Health Care, please call 1-800-777-2341 or visit pioneerhealth.ca.
Private Pay Arrangements
Patients have the option to research and/or choose their own non-urgent patient transfer provider and may contact the provider they choose with their payment information.
Hospital Services
Cash Machine
An instant teller (Automated Banking Machine) is available beside the Coffee Bar on the main level. This is owned by the Hospital Auxiliary.
Coffee Bar
The TMH Auxiliary maintains the Coffee Bar which is located in the same hallway as Patient Registration on the main level of the hospital. The menu includes sandwiches, salads, coffee, tea, juice, soft drinks, muffins and packaged snacks.
Hours of operation are:
Monday to Friday: 8 a.m. to 3 p.m.
Weekends and holidays: Closed
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Flowers
If you receive flowers, they will be delivered by the florist’s delivery service. Please do not keep heavily scented flowers, as Quinte Health is a reduced-scent environment. Scented products can cause serious reactions, including headache, nausea, breathing difficulties and skin reactions, among our patients, staff, volunteers and our visitors.
Gift Shop
The Auxiliary-run Gift Shop is located on the main level of the hospital near the main entrance. A variety of clothing, accessories, seasonal items and gifts are available for purchase.
Hours of operation are:
Monday to Friday: 9 a.m. to 4 p.m.
Weekends and holidays: Closed
Hairdressing, Dental Care and Nail Care
Please inquire about these services at the Nursing Desk, as they can help direct you.
Mail
Patients may check with their nurse if they wish to send something in the mail.
Meals
Patient meals have been designed with Canada’s Guidelines to Healthy Eating in mind and will allow patients to obtain all of their nutritional requirements. A full range of therapeutic diets such as diabetic and cardiac can be ordered by your physician.
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Patient meals are delivered at the following times:
Breakfast: 8 a.m. to 8:15 a.m.
Lunch: 12 p.m. to 12:15 p.m.
Dinner: 4:40 p.m. to 4:50 p.m.
If you require dietary changes or have any concerns about menu items, please call ext. 2319. Messages can be left at any time. Diet Technicians will visit regularly to discuss dietary needs. There is also a clinical nutrition team on site.
Parking
Parking is available at the Main Entrance of Trenton Memorial Hospital (enter from King St.). Another parking lot is located across from the Emergency Department (enter from Catherine St.). When visitors enter the gated lot, they will receive a ticket. Please keep this ticket safe. A paid/ validated parking ticket is required to exit the gated lot. If using a credit card, you may pay directly at the gate when leaving, by first inserting your parking ticket, then inserting your credit card.
To pay before going back to your car, make sure to bring the ticket with you. Pay stations are located in the Main Entrance and Emergency Department Entrance. The pay stations accept cash and credit cards. They do not accept debit cards or bills greater than $20.
If a visitor pays for a “Day Pass” at the pay station, they will get their ticket back immediately when they insert it at the gate as they leave, allowing the ticket to be used again the same day.
Five-day, Ten-day and 30-day HPasses are available for purchase at the Patient Registration desk, near the Emergency Department.
Parking Rate information, and details about HPasses, can be found on the Parking section of the Quinte Health website. 15 minutes or less is free (use the same ticket to exit that you received when you entered the parking lot). If unsure how much time has passed, check by inserting your ticket at the
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pay station. If it has been less than 15 minutes, select “cancel” and use the ticket to exit the parking lot free of charge.
Jane Anne Byrne is the Parking Coordinator and can be reached at 613-969-7400 ext. 2679 or jbyrne@qhc.on.ca, if required.
Parking revenues help hospitals provide the programs and services that our communities need.
Spiritual Health Services
Spiritual health care is available to patients, families, care givers, and hospital staff. As part of the health care team, a Spiritual Health Services (SHS) practitioner is on call to serve and support people of all life philosophies, faiths and denominations. They help people draw upon their own resources for wisdom, guidance, strength and healing as they journey through life stages. If you wish spiritual health care support, please request that your nurse contact switchboard. If you wish a visit from your own faith community, a nurse or the SHS practitioner would be pleased to make that contact for you.
The Sacred Space is located on the main floor of the hospital, and is open 24 hours a day as an oasis for prayer, reflection and meditation.
Taxis
For your convenience, a direct phone line is available at the Emergency Department.
Telephones
Telephones are installed in most rooms. In a semi-private or ward room, a single telephone extension number is shared between two patients.
Incoming calls:
Incoming calls can be directly dialed into patient rooms. Please give your family and friends the main hospital telephone number (613) 392-2540, then press 5 + room #.
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Outgoing calls:
Local: Enter 9 + area code + number
Long distance: Enter “0” for Switchboard. All long distance calls must be charged to your calling card, home number or collect. If using a calling card, you may go through Bell Canada to make your call – dial 1-800-555-1111.
Pay phones are available for your convenience adjacent to the main waiting room and at the Emergency Department entrance.
Televisions
In-room television service may be purchased by patients. To order, turn on the television in your room and place order using credit card, or call 1-800-263-1113.
Vending Machines
Twenty-four hour vending machines are located in the Cafeteria (snacks, soft drinks), as well as near the Auxiliary Coffee Bar down the Emergency/Registration hallway.
Have we missed anything in this directory that would have been valuable for you to know?
Please let us know by contacting our Communications Department at (613) 969-7400 ext. 2677.
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