From patients who know: A hospital handbook

FROM PATIENTS WHO KNOW:

welcome

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Going to the hospital can sometimes feel like you’re travelling to a foreign country.

Seemingly simple things like knowing what to pack before leaving home or finding your way around once you arrive can be surprisingly complicated.

The wonderful people you meet during your stay can often sound like they are speaking Latin or Greek when describing your condition or treatment - knowing a few basic words can help you stay safe and out of trouble. And you might meet so many new people along the way that it is hard to know who’s who, what they all do and how they’re connected to one another.

We hope that this handbook can be your companion during your visit to the hospital.

This handbook was crafted from the practical know-how of a patient and family working group with years of experience. Through this handbook, they are passing their wisdom, tips and tools on to you.

The COVID-19 global pandemic has brought many changes to the Health Centre.

PRHC continues to work closely with our partners in the community to keep patients, visitors and healthcare workers as healthy and safe as possible.

A few changes you’ll see at PRHC include: Active Screening We are actively screening everyone entering the hospital.

Anyone whose travel history and/or symptoms indicate they may be at risk of having COVID-19 will be directed away from the hospital and/or advised to contact the PRHC COVID-19 Assessment Centre at 705-876-5086.

We are actively screening all patients and visitors at two (2) public entrances: Main entrance: 24 hours/day Emergency Department (ED) entrance: 24 hours/day (for emergency care and Labour & Delivery patients only) All other public entrances will be closed until further notice.

Patient & Visitor Information You will be asked by screeners to remove your non-medical mask and replace it with a medical mask before entering the building. The hospital will provide you with a medical-grade mask.

Throughout the COVID-19 pandemic, we have had temporary visiting restrictions in place, and we continue to assess and make changes to our family presence policy as required.

Click for the latest news around family presence details.

Visiting during COVID-19

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Hospital Services Numerous other areas of the hospital, such as: volunteer services, the cafeteria, health records, bill payments and more have been impacted by the COVID-19 pandemic.

Thank you for understanding and for your help in keeping our people and community healthy and safe.

Covid-19 Testing If you suspect you might have COVID-19, there are several testing options available in Peterborough depending on the severity of your symptoms and provincial screening criteria.

If your symptoms are severe, call 911 or come to the Emergency Department. Alert the 911 dispatcher/entrance screener to your travel history and symptoms.

To determine where you should be tested, click below: where to get tested

Caregivers & Visitors If you do not or cannot wear a mask, you may not enter the hospital or visit a hospital patient. · A medical mask is required at all times · Face shields do not replace the use of a mask · Sanitize your hands before entering or leaving the patient’s room · Stay in the patient’s room when you visit · Keep a distance of two metres from others · Do not eat or drink in patient or public areas. There is a designated area for visitors in the cafeteria.

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A medical mask is required at all times

Sanitize your hands before entering or leaving the patient’s room

Face shields do not replace the use of a mask

Stay in the patient’s room when you visit

Do not eat or drink in patient or public areas. There is a designated area for visitors in the cafeteria.

Keep a distance of two metres from others

2 metres

socks slippers books medications hearing aid toothbrush & denture care pajamas glasses sweater list of contact numbers hair brush health card shampoo notepad this handbook

*PRHC is a scent-free environment. Strong perfumes or

scents can cause severe allergic reactions in some people.

Please respect our patients, visitors and staff by not using perfumes, body lotions, colognes, aftershaves or other strongly-scented products while at the Health Centre.

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and what to leave at home.

Please do not bring any valuables to the hospital.

Like travelling, there are essential items you should consider bringing when visiting the hospital overnight. Experienced patients always try to bring something comforting, something for warmth, and something for entertainment to pass the time.

Consider pre-packing your essentials and setting them aside. This way, you will always be prepared. Use the accompanying checklist to help you pack. *make sure your name is on all your personal items!

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Coming to PRHC as a patient or visitor? We offer free Wi-Fi access across the hospital.

If you are spending some time as an inpatient at PRHC, consider bringing your own wireless device or cell phone and accessing our free Wi-Fi to use your entertainment apps and services. Just remember that it is important to respect patient, visitor and staff safety, privacy and confidentiality, and that the hospital is not responsible for lost, stolen or damaged items.

It is increasingly important to bring a family member or friend along to medical appointments.

It can be a spouse, child, friend or neighbour, just as long as someone is there to help ask questions, to keep track of what is going on, and most importantly, to help voice wishes and concerns.

Below are some tips on how to be a good partner in care for anyone taking this role.

The role of a partner in care Be available

It is hard to know when something unexpected might come up, but these are the moments when a partner in care is most needed.

Always ask if direct help is wanted A partner in care does not always need to be an advocate, sometimes they can be there just to listen.

Do what is asked

A partner in care should always ask permission before taking action on behalf of someone.

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When advocating as a partner in care Try to stay objective.

Don’t try to filter out information or interpret things based on personal feelings and opinions.

Be open and honest.

Stay calm and partner on

Staying calm under pressure is one of the most important qualities of a partner in care.

How to ask for help

It is not wrong to ask for help, even if it is only to understand better. Share feelings and concerns with the healthcare team. Help is more likely if the problem is outlined and a request for assistance is made instead of making demands.

Always try to be courteous and respectful.

Be respectful to your care team

Be respectful and courteous to physicians, staff and volunteers. Taking care of others is a tireless job.

It goes without saying that a well-placed “thank you” can go a very long way!

Feel free to let staff know they are appreciated.

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hi

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There are many different healthcare providers working at the hospital. As a patient you’ll likely meet many throughout your stay. If you’ve ever visited a “teaching” hospital - one that is connected to a medical school - you’ll know that there can be many providers involved in your care, including residents and trainees.

The following pages will tell you a bit about who’s who and what they each do, and will help you remember all the people on your care team.

Anesthesiologist This is the doctor who specializes in the relief of pain and in caring for you before and during a surgery or procedure.

Cardiologist A cardiologist is certified to treat any problem dealing with heart diseases and cardiovascular diseases.

Critical Care Physician A doctor with advanced training in caring for patients who are critically ill and require life support in the Intensive Care Unit (ICU).

Gastroenterologist A doctor for illnesses related to the digestive system, including the common problem of acid reflux.

Emergency Doctor This is a doctor who works in the emergency department and is trained to deal with emergencies such as trauma, poisoning, broken bones, burns, heart attacks, concussions, etc.

Endocrinologist A specialist who provides care to patients with diseases of the endocrine system, such as diabetes.

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Family Physician Family physicians provide primary care, meaning they are trained to prevent, diagnose, and treat conditions you may have throughout your whole life span.

When necessary, family physicians ask other medical specialists to become involved in your care.

General Surgeon A surgeon who specializes in the diagnosis and treatment of surgical conditions of the gastrointestinal tract, breast, and hernias.

Geriatrician A doctor with special expertise in the health and care needs of older adults.

Hematologist This is a doctor who specializes in blood and its diseases.

Hospitalist A doctor who provides care to patients admitted to the hospital with complex medical conditions.

Infectious Disease Specialist These doctors treat infections caused by viruses, bacteria, fungi and parasites.

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Medical Student/Resident Medical students are currently enrolled in medical school, and are qualified to participate in your care under supervision. Residents are licensed physicians who have completed medical school and are undergoing further training in their chosen area of practice.

Most Responsible Physician (MRP) Your MRP will be the doctor who is primarily responsible for overseeing your care while you are in the hospital.

Nephrologist This is a doctor who treats kidney diseases and renal problems with treatments such as dialysis.

Neurologist This doctor studies various brain disorders such as Parkinson’s disease and Alzheimer’s disease.

Obstetrician/Gynecologist Obstetricians/gynecologists specialize in providing care during pregnancy, delivering babies, and the diagnosis and treatment of disorders of the female reproductive system.

Oncologist This is a doctor who diagnoses and treats cancer patients.

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Ophthalmologist This is a doctor who treats eyes and various eye defects, and performs different eye surgeries.

Orthopedic Surgeon An orthopedic surgeon specializes in the care of bones and joints.

Otorhinolaryngologist Also known as an ENT, this doctor treats problems with the ear, nose and throat.

Palliative Care Physician A doctor who specializes in providing care at the end of life.

Pathologist A pathologist is a doctor who examines laboratory samples, including biopsy specimens, to make diagnoses and determine the causes of diseases.

Pediatrician A pediatrician is trained to provide both primary and hospital-based, specialized care for a broad range of conditions affecting children under the age of 18.

Plastic Surgeon A surgeon who specializes in the diagnosis and surgical treatment of skin disorders, including skin cancer.

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Psychiatrist This doctor diagnoses and treats mental illnesses such as bipolar affective disorder and depression, as well as addictions.

Respirologist This doctor specializes in diseases of the lung.

Radiologist A doctor who specializes in the use of X-rays or other imaging technologies in order to diagnose various illnesses. Some radiologists use imaging technology to perform biopsies or other procedures.

Urologist A urologist is a surgeon who diagnoses and treats conditions of the male reproductive tract, as well as surgical conditions involving the kidneys and bladder.

Vascular Surgeon A surgeon who specializes in the care and treatment of diseases of the blood vessels (arteries and veins).

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Dentist In the hospital setting, dentists provide dental treatment/surgery for patients as well as consultations.

Midwife A midwife is a medical professional who helps healthy women during pregnancy, labour, delivery, and after the birth of their babies.

Occupational Therapist (OT) Helps you safely manage everyday activities that you need to do at home and work.

Pharmacist Collaborates with your care team to manage your medication.

Social Worker Provides counseling to help access your right to care and coordinates resources you may need.

Speech Language Pathologist Assesses and helps you manage swallowing, speech, language and voice disorders.

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Medications you need to take How you might feel and what to do Changes to your routine Appointments you may have to go to Where to go for more information

But don’t put too much trust in your memory. Patients are often too stressed out or not in the right state of mind to absorb a lot of information. Use the accompanying worksheets to jot down all of this information. And if there is something you don’t understand, don’t be afraid to ask your healthcare team.

It’s also a good idea to notify your loved ones about when you’ll be returning home so that there will be somebody there to help.

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Improving the patient experience is an important goal for hospitals. But there’s no way of doing this without hearing from actual patients. We would appreciate if you took the time to tell us about your stay by e-mailing the hospital’s Patient Relations office at: patientr@prhc.on.ca or by calling 705-743-2121 x. 3674.

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Congenital

You might think it means: A disease of your genitalia.

What it actually means: Something you are born with.

“The irregularity in your spine is probably congenital.”

Diet

You might think it means: Lose weight.

What it actually means: Food and drink you normally consume.

“I want your diet to include more fibre.”

Discharge

You might think it means: Fluid that has leaked out of your body.

What it actually means: You’re leaving the hospital.

“You’ll be discharged tomorrow morning.”

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Formulary

You might think it means: Some kind of complicated calculation.

What it actually means: Drugs covered by your health plan.

“This new drug is not on the formulary yet, so we’re going to do some paperwork to see if your health plan will make an exception and help pay for it.”

Hospitalist

You might think it means: Someone who works at the hospital.

What it actually means: A doctor who focuses on the general medical care of patients admitted to the hospital.

“Hi, I’m Dr. Smith and I’m the Hospitalist on call today”

Heart failure

You might think it means: Your heart has stopped working.

What it actually means: Your heart isn’t pumping hard enough.

“Because you have heart failure, I want you to limit how much salt you eat.”

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Hypertension You might think it means: Stress.

What it actually means: High blood pressure.

“I see that you’re taking betablockers for your hypertension.”

Internist You might think it means: A doctor in training.

What it actually means: A doctor of internal medicine.

“Hi, I’m Dr. Abrams, your internist.”

Med Rec You might think it means: Medical record.

What it actually means: Medication reconciliation (abbreviated).

Making a list of all your meds.

“Do you have your meds with you?

We’re going to do a med rec.”

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Negative You might think it means: Something is wrong.

What it actually means: You don’t have it (usually positive news).

“Your test came back negative.”

Positive

You might think it means: Everything is good.

What it actually means: You have it (usually not positive news).

“Your test came back positive.”

Pressure ulcer

You might think it means: An ulcer in your stomach that’s pressing on vital organs.

What it actually means: Bed sore.

“I’m going to help you change position so that you don’t get a pressure ulcer.”

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Prognosis

You might think it means: Test results.

What it actually means: Likely outcome of your illness.

“Your prognosis is quite good.”

Terminal

You might think it means: End of the illness.

What it actually means: Not curable.

“Your disease is terminal.”

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This handbook was put together by our Patient & Family Partner group at PRHC. If you or a family member have received care at PRHC in the last five (5) years, have a positive attitude and are interested in contributing to make things better for other patients and families at PRHC, you qualify to become a Patient & Family Partner (PFP) as well.

Learn more by emailing ptexperience@prhc.on.ca

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Guided by you · Doing it right · Depend on us www.prhc.on.ca

Revised March, 2022