AVH Valley Regional Hospital/Soldiers Memorial Hospital - Patient Services Directory

Patient Services Directory VALLEY REGIONAL HOSPITAL SOLDIERS MEMORIAL HOSPITAL www.annapolisvalleyhealth.ca

Welcome Dear Patients, Clients, Visitors and Families: Annapolis Valley Health (AVH) serves approximately 82,000 residents of Kings and Annapolis Counties. AVH provides services from six facilities and in many community-based programs across the district.

This guide, provided to us at no cost by Willow Publishing, was printed to help you navigate an inpatient stay at Valley Regional Hospital and Soldiers Memorial Hospital. Our hope is that you will find useful information that will help you as a patient, client or family member. Please do not hesitate to ask a question if you require more information – we are here to support you. We value your feedback and welcome your suggestions.

Please note that this is not a comprehensive list of programs and services offered by the district.

For information about our programs and services that might support you to be healthy and stay healthy, visit www.annapolisvalleyhealth.ca.

Annapolis Valley Health

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Patient Services Directory

Table of Contents

Welcome........................................... 2 Our Vision, Mission and Values........ 4 Terms................................................ 5 Emergency Care, Non-Emergency Advice and Community Support....... 6

Directory of Services

Accommodations.............................. 7 Admitting........................................... 7 Bank Machines................................. 7 Cafeteria........................................... 7 Cancer Care..................................... 8 Chapel (also see Spiritual Care)....... 8 Consent............................................ 8 Discharge Information....................... 8 Ethics Consultation........................... 9 Fire Safety........................................ 9 Emergency Codes............................ 9 Flowers............................................. 9 Food Services................................... 9 Foundations.................................... 10 Gift Shop........................................ 11 Help................................................ 11

Home Care..................................... 12 Infection Control............................. 12 Information Desk – VRH................. 12 Insurance........................................ 13 Mail................................................. 13 Newspapers.................................... 14 Palliative Care................................. 14 Parking........................................... 14 Patient Fees.................................... 14 Privacy............................................ 15 Scent Free Policy............................ 15 Seniors Community Health Team... 15 S.M.A.R.T Patient Program (Patient Safety)............................... 15 Smoking.......................................... 16 Spiritual Care.................................. 16 TeleHealth....................................... 16 Telephone Services........................ 17 Televisions...................................... 17 Valuables........................................ 17 Vending Machines.......................... 17 Volunteer Services ......................... 17 Community Supporters................... 18

PLEASE NOTE: We are constantly changing to meet your needs.

The information presented here may be subject to change.

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Our Vision Healthy people, caring communities, valued health care teams and partners.

Our Mission Working together to promote and improve the health of individuals, families and communities.

Our Values Integrity – Our decisions and actions reflect our commitment to accepted ethical and professional conduct. We work to ensure that our conduct earns the support and trust of all segments of the public that we serve.

Accountability – We make rational, informed decisions based on the needs of our communities and best available evidence. We are accountable for our actions and the effective, sustainable management of resources.

Respect – We are committed to working in ways that promote dignity, fairness and respect.

Collaboration – We work together with our communities and other partners to achieve improved services and healthier communities.

Continuous Improvement – We are committed to quality and evaluation.

Innovation – We seek opportunities to evaluate, change, grow and improve by fostering learning, inquiry and discovery.

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Patient Services Directory

Terms

Annapolis Valley Health: The organization responsible for delivery of health services to the residents of Annapolis and Kings Counties. We are also referred to as Annapolis Valley Health.

District: Annapolis and Kings Counties – the geographical area served by Annapolis Valley Health.

Health Care Provider: The person providing your health care (doctors, nurses, physiotherapists, laboratory technicians, etc.).

Sites and Locations

Annapolis Community Health Centre (ACHC) 821 St. George Street, Annapolis Royal AVH Chipman (CP) 15 Chipman Drive, Kentville Eastern Kings Memorial Community Health Centre (EKM) 23 Earnscliffe Avenue, Wolfville Soldiers Memorial Hospital (SMH) 462 Main Street, Middleton Valley Regional Hospital (VRH) 150 Exhibition Street, Kentville Western Kings Memorial Health Centre (WKM) 121 Orchard Street, Berwick

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Emergency Care, Non-Emergency Advice and Community Support 911

If you have an emergency, please call 911.

Emergency Departments

Annapolis Valley Health has two emergency departments, at Valley Regional Hospital and Soldiers Memorial Hospital, and one collaborative emergency centre, at Annapolis Community Health Centre, all of which are open 24/7.

Using a multidisciplinary approach, we use a five-level triaging (assessing) structure to streamline patients in those facilities providing emergency care.

Our emergency departments assess, diagnose, refer, admit to hospital and provide treatments to patients.

811

811 is Nova Scotia’s 24/7 telecare service. When you call 811, registered nurses will provide you with advice and information you need about all kinds of general health issues and questions.

Advice and information may include a recommendation to see your doctor or visit your local emergency department. You can also obtain information about health issues and services available in your community.

Reliable information about health topics is also available online at www.811.novascotia.ca. This information will help you understand health issues that matter to you, your family and community.

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To learn about community and social services available to you, call 211 or visit www.ns.211.ca.

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Patient Services Directory

Directory of Services Accommodations

We provide the following types of accommodations for patients and clients: • Standard ward: four beds per room • Semi-private: two beds per room • Private: one bed per room As per our district bed policy, it is not always possible to provide your preference of accommodations. During your stay in our care, your bed is provided according to your health need, and this bed may be at any location within the health district.

There is a daily rate for semi-private or private rooms, which may be covered by private health insurance.

Fidelis House Society

Fidelis House Society, located on the Valley Regional Hospital grounds, is a volunteer non-profit that provides a home-away-from-home for patients and their families requiring accommodations close to Valley Regional Hospital.

Overnight accommodation is available at a reasonable fee; children under 12 years of age stay free. For more information and to make reservations, please call (902) 679-6567 or visit www.fidelishouse.ca.

Admitting

Valley Regional Hospital – Main Lobby at Central Registration Soldiers Memorial Hospital – Main Entrance

Bank Machines

Bank machines are located in the main lobby at both Valley Regional Hospital and Soldiers Memorial Hospital.

Cafeteria

Valley Regional Hospital – Lower Level Open 7:30am-2:30pm Monday to Friday Soldiers Memorial Hospital – Lower Level Open 7am-11am, 12pm-1:30pm Monday to Friday The Valley Café – Main lobby of Valley Regional Hospital.

Open 7am-7:30pm Monday to Friday; 8:30am-6pm weekends and holidays

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Cancer Care

A Patient Navigator is available to support cancer patients, their families and health professionals by improving access and enhancing co-ordination of treatment, follow-up and support services. Navigators work closely with family doctors, cancer specialists, patients and their families to strengthen community cancer services. They also provide crucial information about available community and financial services. This program is provided in partnership with Cancer Care Nova Scotia. Contact the Patient Navigator at (902) 690-3700.

Chapel (also see Spiritual Care)

VRH: The chapel is located on the second floor, outside Med B. It is open 24/7 and can be used by patients, loved ones and staff. If you are interested in reserving the chapel for a service, please call the Coordinating Chaplain at (902) 679-2657, ext. 2252.

SMH: The chapel is located on the third floor and is available 24/7. If you are interested in reserving the chapel for a service, please call the Site Manager at (902) 825-6160 ext. 352.

Consent

Patients who require certain types of procedures will be asked to sign a consent form before the procedure. Please read this form carefully and ask your health care provider for more explanation if you feel you do not fully understand the nature of the procedure or associated risks.

You will also be asked to sign a consent form before the release of any specific information related to your condition or your image (photo or video) for legal, promotional or educational purposes.

Discharge Information

Discharge planning is an important part of your care. Your health care provider will assist you to determine care you may need after your stay and may make referrals to supports to help you.

A family member or friend should take you home after a hospital stay. Please make sure you have all your belongings as well as any aftercare instructions and prescriptions you may be given by your health care provider. It is important that you understand all instructions about your medication, diet, activity and return appointments. If you are unsure about anything, ask your health care provider before you leave.

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Patient Services Directory

Ethics Consultation

Annapolis Valley Health has a process in place to support individuals or groups facing an ethical dilemma. This can be arranged through the unit manager.

Fire Safety

Fire exits are clearly marked throughout all AVH sites. Do not attempt to use the elevators during a fire alarm. All fire doors will automatically close until the ‘All clear’ announcement is made overhead. During a fire alarm, remain in your area and do not move throughout the building unless directed by staff or fire department personnel.

Fire Drills

Fire drills are held regularly to ensure our employees, physicians and volunteers are prepared to respond to fire emergencies. Drills may be held at various times during the day and evening. When you hear the fire alarm, please return to your room unless otherwise instructed. Visitors are also asked to remain in the patient’s room until further instruction is given. As a fire safety precaution, patient room doors close when the fire alarm rings. Please remain calm. Staff will check on you.

Please do not use elevators when the fire alarm is ringing unless you are given permission by responding fire department personnel.

Emergency Codes

AVH has a series of codes to communicate specific situations that could arise within the health environment. Should you hear one of these codes, please remain calm and allow our trained professionals to deal with the situation.

Flowers

Flowers and plants sent to you while in hospital will be delivered to your bedside.

Always wash your hands after handling plants and flowers. Flowers are not permitted in the Intensive Care Unit. Please see Mail for delivery addresses.

Food Services

Food and Nutrition Services provides nutritious and healthy meals to you during your stay. Our menu is based on Canada’s Food Guide, offers a variety of choices and is customized for specific therapeutic dietary needs (i.e. low salt, low fat).

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Our food service is based on a room service model that is specific for each site. It is important that you tell your health care provider of any food allergies and intolerances you have. A diet technician and/or a dietitian may visit you to assist with any special dietary needs. If you have any questions regarding your diet please don’t hesitate to speak with a dietitian.

Valley Regional Hospital: Room Service – Dial 4 Dinner

You can order your meal by dialing 444 and placing your order with our call center staff. Our Dial 4 Dinner service is available from 7am-6pm. You may order from the room service menu, which is provided upon admission, when you want.

Family members/caregivers can order on behalf of patients by calling 444 at bedside or from home at (902) 678-3728. Meals will be delivered within 40 minutes of placing your order.

SMH: Room Service – Spoken Menu

A food service employee will visit you prior to meal times and take your order for you.

Family members/caregivers can order on behalf of patients through the food service employee or by calling the kitchen from the nursing station.

Meals are delivered at the following times: Breakfast 8am-8:30am Lunch 11:20am-11:50am Dinner 4:20pm-4:50pm

Foundations

Eastern Kings Memorial Health Foundation (902) 542-2359 www.ekmhealthfoundation.ca Valley Regional Hospital Foundation (902) 678-5414 www.vrhfoundation.ca West Kings Memorial Health Society (902) 538-0096 www.wkmhc.com Soldiers Memorial Hospital Foundation (902) 825-3411

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Patient Services Directory

Annapolis West Health Foundation (902) 532-2381 Valley Hospice Foundation (902) 542-2265 www.valleyhospice.ca

Gift Shop

Our hospital auxiliaries operate gift shops at VRH and SMH. Apple Bin Gift Shop – Valley Regional Hospital Monday to Saturday – 10am-4pm and 6:30pm-8pm Sundays and Holidays – 1pm-4pm and 6:30pm-8pm Carousel Gift Shop – Soldiers Memorial Hospital Monday to Friday – 10am-4pm and 6:30pm-7:30pm Saturday and Sunday – 2pm-4pm and 6:30pm-7:30pm

Help

If you require assistance at any time, please use the call bell attached to your bed.

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Home Care

To learn more about Continuing Care programs, call the Continuing Care Office, toll free at 1-800-225-7225, or visit the Department of Health and Wellness website at novascotia.ca/dhw/ccs/. The website has a fact sheet called “What is Home Care?” and an overview of programs.

Infection Control

Our Infection Prevention and Control department works diligently with all health care providers to deliver best practices and provide patients with safe, quality care. Hand hygiene is the best way to stop the spread of infection. Washing your hands with soap and water for 15-20 seconds or using hand sanitizer gel if hands are visibly clean will work. Remember to wash your hands often! It is always okay to remind visitors and healthcare providers to wash their hands.

When visiting family members and friends in the hospital, or visiting a clinic, there are a few simple things you can do to protect yourself and loved ones from illness: • Please do not visit patients when you have a cold or flu like symptoms.

• Do not visit more than one patient during visiting hours.

• Check with the nursing station before visiting patients with coloured isolation signs posted outside their room.

• Wash your hands or use hand sanitizer found throughout the hospital before and after visiting patients.

• Use paper towel to shut off taps after washing your hands.

• Cover your cough or sneeze and be sure to wash your hands afterward.

• To protect yourself from colds and other infections, always keep your hands away from your eyes, nose and mouth.

• Keep your hands away from IV and catheter tubes and any open wounds to prevent them from becoming infected.

Information Desk – VRH

Located at the main entrance of the Valley Regional Hospital, the desk is operated by Volunteer Services and is open Monday-Friday 8am-8pm; Saturday 10am-4pm; Sunday 12pm-8pm.

The Information Desk can be reached by calling 678-7381, # 2510 or #2560.

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Patient Services Directory

Insurance

If you have coverage in addition to, or instead of, MSI, you may wish to check with your insurance company as to further services that may or may not be covered.

Under MSI, the following are some uninsured services that you may be billed for: • Acupuncture, chiropractors, naturopaths, podiatrists, osteopaths • Patient requested:

• cosmetic surgery (facelift, tattoo removal, skin tag removal)

• cosmetic treatment of varicose veins

• in-vitro fertilization

• reversal of tubal ligation or vasectomy • Health aids or devices

• Eye glasses and hearing aids

• Trusses

• Crutches

• Surgical appliances

• Wheelchairs • Medical supplies

• Drugs, syringes, sutures, dressings, allergy sera, vaccines not issued by the Department of Health and Wellness (some of these are covered during your hospital stay) • Completion of forms

• Certificate of illness, government forms, insurance forms

• Day care • Medical advice by telephone or letter and/or missed appointments (office or surgery)

Mail

Mail and flowers sent to patients will be delivered to the patient’s room.

Mail should be addressed to the following (please include a return address on all mail): Patient’s full name – Room # Valley Regional Hospital 150 Exhibition Street Kentville, NS B4N 5E3

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Patients full name – Room # Soldiers Memorial Hospital 462 Main Street P.O. Box 730 Middleton, NS B0S 1P0

Newspapers

The Chronicle Herald is available in the main lobbies at Valley Regional Hospital and Soldiers Memorial Hospital.

Palliative Care

The Palliative Care team is available for consultation in the home, nursing home or in hospital throughout AVH. They will provide support and education for skills development of health care providers working in Palliative Care.

The strength of Annapolis Valley Health’s Palliative Care program is closely linked to its strong partnerships with VON, Continuing Care Nova Scotia, volunteer groups, Cancer Care Nova Scotia, long term care facilities and other community groups in the district. Our inpatient facilities provide Palliative Care services for those patients who cannot remain at home.

An assessment/history and physician referral is required. Please call (902) 542-6303 for information.

Parking

There is a parking fee at all sites owned by the district. You will be required to deposit the correct change as you exit the parking lot. For your convenience, change and banking machines are located near the main entrances of VRH and SMH.

Patient Fees

Most services within the facility are insured by MSI or your private insurance company. However, some services do require payment by the patient (See Insurance).

If a patient has been medically discharged by the attending physician, and is awaiting placement within a long term care facility, the patient must either leave the hospital or pay a daily fee to remain within the hospital.

Special arrangements may be made depending on the patient’s financial circumstances.

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Patient Services Directory

Privacy

Annapolis Valley Health values your privacy and understands that your health information is personal and must be protected. You have the right to understand how and why we collect, use and share your personal health information. The personal health information that is collected will be used for your care and treatment.

Your personal health information will not be released to anyone else without your permission or the permission of your legal substitute decision maker unless required by law. If you have questions or concerns about the privacy of your personal health information, please call (902) 679-2494 or toll-free 1-800-886-9757.

Scent Free Policy

AVH employs and practices a Scent Free Policy throughout the entire district.

Please remember that many everyday products use fragrances and perfumes, including shampoo, deodorant and fabric softeners, and may make staff and patients ill. Please use scent-free/odour-free products.

Seniors Community Health Team

The seniors team supports Annapolis Valley seniors living at home. A member of the team will come to your home, do a review, provide information and advice to help you remain at home and in your community as long as possible.

The team understands the needs of older persons and works closely with other care providers. By promoting health and safety, the team supports healthy aging and independence. Please call (902) 825-4421.

S.M.A.R.T Patient Program (Patient Safety)

Our health care professionals are working hard to make sure you receive the best and safest health care possible. You can also help by being an active, involved and informed member of your health care team. People who are more involved with their care tend to do better and stay safer.

Are you a S.M.A.R.T Patient?

A S.M.A.R.T patient knows that safety is their concern too. It is always okay for you to ask us questions about your care.Â

Safety in the Hospital and at Home

Wash or sanitize your hands. Cough and sneeze into your elbow to prevent the spread of germs. Wear non-slip footwear. Use wheelchairs, walkers or crutches.

Install bed rails, nightlights, shower bars and tub benches to prevent falls. www.annapolisvalleyhealth.ca

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Medication: Be Aware

Know the names of the medications you take and why you take them. Keep a list of the medications you take and carry it in your wallet. Do not share your medications.

Ask Questions

Ask about your condition. Ask about your medications. Ask about your care plan. Ask about what to expect after surgery.

Recovery at Home

Know how to take care of yourself after you leave the hospital. Have a family member or friend stay with you. Know what are good and bad symptoms to watch for.

Talk and Tell

Tell your doctor about your medical history. Talk with your doctor or nurse if you are concerned about a test or procedure. Tell your doctor or nurse if you do not understand what they are saying.

Smoking

Smoking is strictly prohibited on all AVH properties. Annapolis Valley Health asks you to respect the health of others, as well as the law.

Spiritual Care

If you would like to speak with the Coordinating Chaplain, Minister, Priest, Rabbi, Imam or other spiritual and/or cultural care giver, please contact the Coordinating Chaplain at (902) 679-2657, ext. 2252.

Hours: Monday to Friday, 8am-4pm. On evenings, weekends, and holidays please have the nurse call your Community Clergy, Lay Leader or Spiritual Care Giver.

TeleHealth

The Nova Scotia Telehealth Network (NSTHN) is a video conferencing communications network that connects healthcare focused facilities across Nova Scotia. The NSTHN uses video conferencing technologies to improve access to health services for patients, families and healthcare professionals.

Patients from across Nova Scotia can meet face-to-face with health care professionals located anywhere on the network, at a location closer to home.

This saves patients the time, stress and expense associated with travel. There is no charge for using this equipment.

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Patient Services Directory

Patients are referred to this service from their health care provider. If you feel that your care could benefit, please ask your care provider about TeleHealth options.

Telephone Services

SMH – Each patient room has a phone. Patients can dial 499 and make arrangements for service. There is a fee for this service.

VRH – Each patient room has a phone that receives incoming calls. Patients can dial 499 to make arrangements for service to place outgoing calls. There is a fee for this service.

Televisions

Televisions are located in most impatient rooms and the patient can request connection for service. There may be a fee for television service.

Valuables

Patients are encouraged not to bring valuables for any length of stay in the hospital. Annapolis Valley Health does not assume responsibility for a patient’s personal belongings.

Vending Machines

SMH – located in the main lobby outside the Carousel Gift Shop VRH – located in main entrance lobby and on Level I near the cafeteria

Volunteer Services

Annapolis Valley Health has more than 1,200 volunteers. These men, women and youth contribute their time and talent to support patient care and staff in all areas of the hospital. To learn more about our volunteer programs or to become part of the volunteer team, contact Volunteer Services at (902) 679-2657 ext. 2500.

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Community Supporters Annapolis Valley Health is extremely grateful to all of the following advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by Annapolis Valley Health.

Continuing Care Windsor Elms Village.................................................................. 21

Denturists Valley Denture Services Ltd........................................................ 20

Emergency Response Northwood Intouch.............................................................21 & 22

Home Health Care Adassa’s Place........................................................................... 21 Rose-Marie’s Care Home........................................................... 21

Physiotherapy Cornwallis Physiotherapy............................................................ 22 Kings Physiotherapy Clinic Ltd.................................................... 20

Respiratory Services Respiratory Therapy Specialists Inc........................................... 19

Senior Care Annapolis Valley At Home Senior Care...................................... 20

Wellness Centre Annapolis Valley Wellness Centre.............................................. 22

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Patient Services Directory

Providing Respiratory Care for over 20 Years

We Provide Provide:Home Oxygen: Oxygen Concentrators Portable Oxygen Systems

Free Home Delivery of Oxygen

A Nova Scotia Department of Health Approved Supplier

Contact us today!

www.rts-inc.ns.ca 1-877-449-0202 Visit: www.rtsatlantic.com Call: 902-681-2694 Toll Free:1-877-424-0202 *Ask about our CPAP Services

www.annapolisvalleyhealth.ca

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Valley Denture ServiceS

Ltd.

1500 Bridge St., Kingston, NS (walk-in) P.0. Box 939, Greenwood, NS, B0P 1N0 Phone: 902-765-6777 Toll-Free: 1-888-765-7544 Fax: 902-765-6633 info@avathomeseniorcare.ca www.avathomeseniorcare.ca Providing the care you need to live the life you want.

We offer services such as: • Nutritious Meal Preparation • Housekeeping • Personal Care • Respite Care • Palliative Care • Medication Monitoring • Errands & Transportation • Companionship Direct Billing to Veterans Affairs, Blue Cross, Workers’ Compensation and other insurance providers.

Approved Veterans Independence Program Provider.

Care for all ages.

Serving Windsor to Digby.

Complete and partial dentures fabricated on site

Katherine Purcell Licensed denturist

Fr e e c on s u ltation sa me D ay re Pa ir s re lin e s D e n ta l P la n s a c c e Pte D ev e n in g a P P oin tme n ts u P on re qu e s t Kentville, ns 381-B Main st (902) 678-2521

new minas, ns 9362 coMMerciaL st (902) 681-6774

Kingston, ns 1351 MarshaLL rd (902) 765-6999

winDsor, ns 173 Gerrish st (902) 798-4412

www.valleydentureservices.ca

681-8181 28 Kentucky Court, New Minas, NS kingsphysio@ns.sympatico.ca www.kingsphysio.com

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Patient Services Directory

Specialized

Alzheimer’s & Dementia Living 24 Hour Support & Care Restraint-free Policy

OuR seRviCes inCLuDe: • Home-like Atmosphere • High Staffing Ratio (3:1) • Home Cooked Meals • Activities & Entertainment • Companionship • Respite Care • Day Programs

Home Care 24 hour Support 7 Days a Week At your service 1-855-598-HOME (4663)

Rose-Marie’s Care Home & Adassa’s Place

We are...

everything

print& design

www.absoluteeldercare.com

See this publication and others at www.patientdirectory.ca and http://issuu.com/willowonline

...if you can THINK it, we can INK it!

Tel.: 613-475-2927 • 800-339-5662 15681 Highway #2, Box 1599 Brighton, ON K0K 1H0 info@willowpublishing.com www.willowpublishing.com

Becoming the Best Place Becoming the Best Place to Live, Work & Visit to Live, Work & Visit

Eden Alternative Registered Home Eden Alternative Registered Home

Providing47 47++Years Years of of Nursing Providing NursingHome HomeCare Care 174 Dyke Rd, Falmouth NS B0P 1L0 174 Dyke Rd, Falmouth NS B0P 1L0 (902) 798 2251 www.windsorelms.com (902) 798 2251 www.windsorelms.com

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Improve circulation to your legs and feet, help maintain muscle strength, flexibility and promote healthy bones by exercising regularly.

No w a i t l i s t ! • 100% of treatment will be carried out by the Physiotherapist, Chiropractor or Registered Massage Therapist. No double booking appointments and you will have your therapists undivided attention. • Private treatment rooms and Newly renovated rehabilitation gym.

Cornwallis Physiotherapy Carolyn Sanford PT Nina Laroche PT

Two Locations to Serve You: Cornwallis Park

Phone and Fax: 902-638-8640

Annapolis Royal Nursing Home Phone and Fax: 902-532-1640

Mailing Address:

P.O. Box 121, Clementsport, N.S. B0S 1E0

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Patient Services Directory

Appointments: Name

Number

Notes:

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