Quinte Health Care North Hastings Patient Services Directory

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Please do not visit patients if you are sick with a cough, fever or have an upset stomach or diarrhea


QHC North Hastings Hospital

1-H Manor Lane P.O. Box 157 • Bancroft, Ontario K0L 1C0

Phone: (613) 332-2825 • web site: www.qhc.on.ca This directory is yours to keep. Please take it home with you when you leave the hospital. QHC is a reduced-scent environment. Please refrain from wearing scented products when visiting our hospitals. Please visit www.qhc.on.ca for info about changes to services and visitation due to COVID-19.


Quinte Health Care North Hastings Hospital Dear Hospital Patients and Visitors, Quinte Health Care is dedicated to the delivery of care that is safe, effective, accessible, and patient and family centred. Our services are provided through four hospitals – QHC Belleville General Hospital, QHC Trenton Memorial Hospital, QHC Prince Edward County Memorial Hospital and QHC North Hastings Hospital. Quinte Health Care has approximately 1800 employees and a medical staff of more than 390 physicians working together to deliver the best possible care to a diverse region in Hastings and Prince Edward Counties and the southeast portion of Northumberland County. In addition to highly educated and talented health care professionals, Quinte Health Care is also very fortunate to receive community support from hard-working volunteers who give freely of their time and talents to serve our patients, staff and visitors. Exceptional community support is also evidenced by the numerous donations we receive through the Foundations that support Quinte Health Care. These gifts enable us to purchase state-of-the-art medical equipment in order to improve care for you and your loved ones. QHC is committed to providing exceptional care and we welcome opportunities to hear about your experiences while under our care. Understanding your experiences will allow us to learn what we are doing well and where we can improve. Contact our Patient Experience Specialist at (613) 969-7400 ext. 2033. Please see page 16 for other ways to contact our Patient Experience Specialist. We value your feedback, welcome suggestions and look forward to serving you during your time with us. Sincerely, Stacey Daub President & CEO Quinte Health Care

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Table of Contents Welcome Message......................... 2 Who We Are..................................... 4 Exceptional Care, Inspired by You................................ 5 Combating the Spread of Microorganisms............................... 6 Patient Declaration of Values....... 9 Care and Support at Home......... 11

HOSPITAL INFORMATION Accessibility................................... 12 Admission to the Hospital............. 12 Your Health Care Team................ 13 Ambulance Transport................... 14 Balloons.......................................... 14 Best Practice Spotlight Organization.................................. 14 Billing............................................... 15 Call Bell........................................... 15 Cellular Phones.............................. 15 Discharge....................................... 15 Feedback...................................... 15 Fire Safety....................................... 16 Hospital Security............................ 16 Inquiries About Your Health......... 16 Medications................................... 16 Organ Donation............................ 17 Patient Identification.................... 17 Patient Information....................... 17 Patient Safety................................ 17 Perfumes/Scented Products........ 17 Privacy............................................ 17 Room Differential Rates................ 17 Smoking.......................................... 18 Valuables and Patient Belongings...................................... 18 Visiting Hours and Policy............... 18

non-Urgent Patient Transfers and Transportation

Private Pay Arrangements........... 20

HOSPITAL SERVICES Corner Café................................... 20 Flowers............................................ 20 Mail................................................. 20 Meals.............................................. 21 Spiritual Health Services................ 21 Telephones..................................... 21 Vending Machines........................ 21

HOW YOU CAN HELP US You May Wish to Become a QHC Volunteer.......................... 22 How to Become a Volunteer....... 22

You May Wish to Make a DonatioN............................ 23 COMMUNITY SUPPORTERS................................24

We are constantly changing to meet your needs and pandemic requirements. Information presented may be subject to change. Revised November 2021



Who We Are Quinte Quinte Health Health Care Care (QHC) (QHC) consists consists of of four four hospitals: hospitals: • QHC Prince Edward County Memorial Hospital QHC Belleville General Hospital (in the town of Picton, Ontario) (in the city of Belleville, Ontario) • Trenton Memorial Hospital • QHC QHC Trenton Memorial Hospital (in the city of Quinte West, Ontario) (in the city of Quinte West, Ontario) • Belleville General Hospital • QHC QHC North Hastings Hospital (in the city of Belleville, Ontario) (in the town of Bancroft, Ontario) • North Hastings Hospital • QHC QHC Prince Edward County Memorial Hospital (in the town of Bancroft, Ontario) (in the town of Picton, Ontario) Quinte Health Care provides primary and secondary services to a diverse catchment area of approximately 170,000 people in Hastings and Prince Edward Counties and the southeast portion of Northumberland County. The QHC district covers 7,000 square kilometers and is made up of both urban and rural areas. The district includes Canadian Forces Base Trenton, the largest air force base in Canada. QHC has more than 240 inpatient beds, four full-service Emergency Departments; Surgical Operating Rooms; a Rehabilitation Day Hospital; a Children’s Treatment Centre; Diabetes Education Centres; and a full range of Ambulatory Care Clinic services. Care is provided at all of our hospitals by well-trained, highly-skilled and dedicated health professionals. These include physicians, nurses, technologists, technicians, support staff, and others. There are approximately 1800 employees at QHC and more than 390 medical staff have privileges. The operating budget for QHC is approximately $175 million. Quinte Health Care is governed by a 15-member Board of Directors – 12 volunteer community members and three ex-officio members (President, Chief of Staff, Chief Nursing Officer). The Board is responsible for monitoring quality and effectiveness; establishing strategic direction and ensuring financial and organizational viability.

QHC is Fully Accredited by Accreditation Canada Corporate headquarters are located at QHC Belleville General Hospital: 265 Dundas Street East Belleville, Ontario K8N 5A9 Phone: (613) 969-7400 ext. 2400 • Fax: (613) 968-8234 web site: www.qhc.on.ca

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ExCEPTiONAl CARE, Exceptional Care, iNSPiRED By yOu Inspired by You This directory has been prepared to help you get to know Quinte Health This directory has been prepared to help you get to know Quinte Health Care and QHC North Hastings Hospital ~ the services we provide, the Care and QHC North Hastings Hospital ~ the services we provide, the responsibilities we assume and those we ask you to take on. responsibilities we assume and those we ask you to take on.

It’s Your Health Care – Be Involved you are an essential member of the health care partnership with an important role to play throughout each step of your care. For your safety and to ensure the highest quality care, it is very important that you and your health care providers work together and communicate. The following five tips outline what you can do to be involved and make informed decisions. 1. Be involved in your health care. Speak up if you have questions or concerns about your care. 2. Tell a member of your health care team about your past illnesses and your current health condition. 3. Bring a complete list of all your medications with you when you come to the hospital or go to any medical appointment.

Your Health Care Be Involved

4. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medication or food.

Be involved in your health care. Speak up if you have questions or concerns about your care.

5. Make sure you ask questions and know what to do when you go home from the hospital or from your medical appointment.

Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.

Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care




WORKING TOGETHER TO COMBAT THE SPREAD OF MICROORGANISMS 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 QHC, 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

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

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• 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 QHC)

Isolation Precautions You may require special 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. We call these isolation precautions. If you require isolation precautions, your health care provider will come into your room wearing a gown and gloves if they will have direct contact with you or your environment. They may also be wearing a mask with visor if you are coughing or you have flu-like illness. If you have flu-like illness and you need to come out of your room for tests or therapy, you may be required to wear a mask at that time.

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.


Please ask your visitors to stay home if they are sick with a cough, fever, or have an 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.






STAFF/PHYSICIANS Let your patients know it's OK to

Clean hands = safer care.

Let your patients know it's OK to ask "Did you clean your hands?"

ask "Did you =clean hands?" Clean hands saferyour care.

Promote the importance of hand hygiene to colleagues, patients and visitors.

Promote the importance of OK hand Let PATIENTS your patients know it's to hygiene to colleagues, patients ask "Did you clean your hands?" and visitors. Clean your hands often while in the hospital and remind your loved ones to do the same. It's OK to ask health care workers "Did you clean your hands?"

Promote the importance of hand VISITORShygiene to colleagues, patients and visitors. Clean your hands often - when you enter and exit the hospital, a unit, or a patient's room. Don't visit loved ones in the hospital if you have symptoms of a cold, flu or any other contagious condition. EACH YEAR, 220,000 CANADIAN PATIENTS ARE INFECTED WITH HOSPITAL-ACQUIRED INFECTIONS. PROTECT YOURSELF.

PATIENTS Clean your hands often while PATIENTS in the hospital and remind your loved do the same. Clean ones your to hands often while in the hospital and remind your loved to health do the care same. It's OKones to ask

workers "Did you clean your It's OK to ask health care hands?"

workers "Did you clean your hands?"


VISITORS Clean your hands often - when you enter exitoften the hospital, Clean yourand hands - when you enter exit the hospital, a unit, or aand patient's room. a unit, or a patient's room.

Don't visit loved ones in the Don't visit loved ones in the hospital if you have symptoms hospital you symptoms of a cold,ifflu orhave any other of a cold, flu or any other contagious condition. contagious condition.


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PATiENT DEClARATiON OF VAluES Our patients and family members have told us that the following values are most important to them. Quinte Health Care is committed to delivering care that is guided by these values. Compassion (Imagine It’s You) • My family and i will be shown empathy, patience and respect in every interaction, especially at our most vulnerable. • i can feel confident that QHC is striving to consistently meet my expectations throughout my entire hospital experience. • i will feel protected in a clean, comfortable and safe environment. • My access to appropriate care and services will be as easy and timely as possible to support me in maintaining my optimal health. Respect (Respect Everyone) • i know that my personal dignity and privacy will be respected. • Regardless of who i am, and what my abilities may be, i will receive fair and accessible treatment that balances the competing needs of all patients. Accountability (Take Ownership) • i will have the opportunity to express concerns and get answers to my questions. • i will be immediately informed if an error is made and the process to correct the error will be explained to me. Teamwork (We all help provide care) • i will be given complete information about my diagnosis and treatment in a way that i can understand, so that my family and i can be active participants in my care and make informed decisions. • My health care team will collaborate with each other and with others outside of the organization to optimize my personal health and abilities while i am at the hospital and to plan my discharge home. Learning (Always strive to improve) • i can feel confident that i am receiving the best possible care the hospital can deliver, using up-to-date knowledge and the intelligent use of available resources. • My care will be provided in the safest way possible to reduce the likelihood of errors or harm. • QHC will learn from my patient experience to improve the care provided to others.



What We Ask of You As partners in your care, we ask that patients and family members also respect the following values while at QHC. Compassion (Imagine It’s You) • Treat staff, volunteers, other patients and families with understanding and dignity. • Try to be flexible and understand that not all answers can be provided right away. Respect (Respect Everyone) • Follow hospital rules and treat hospital property with care. Accountability (Take Ownership) • Ask questions when you do not understand. Share your concerns with us. • Strive to attend your appointments and inform us of any changes to your schedule. Teamwork (We all help provide care) • listen openly to the information provided by your health care team. • As family members at QHC, provide comfort and support in the special ways that only families can. Learning (Always strive to improve) • Acknowledge the important role QHC has in education and contribute to the experiences of students and learners. let us know how we can improve the quality of care at QHC.

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Supporting you in your return home

71 Adam Street Belleville, ON K8N 5K3 Tel: 613 967-0196 ¥ Fax: 613 967-1341 Planning for a safe return home begins at the time of admission for all patients. Toll Free: 1 866 831-5446 www.southeastlhin.on.ca

Your in-hospital care team will speak to you about a discharge plan and in-home supports May 29, 2017 so you may return home when it is no longer necessary for you to be in hospital.

Nextgoing phase of Prince Edward there County Memorial Hospital Capital When home is complicated, may be some additional supports. Project receives LHIN Board endorsement In-home supports

There are additional supports to assist at-risk individuals and their family caregivers who: • Need care and support in order to leave hospital and go home. • NEWS Are waiting for a vacancy in a long-term care home. On Monday, the South East LHIN Board of Directors approved the Stage 1A Master What’s changed? Program proposal from Quinte Health Care (QHC) for the redevelopment of Prince Edward • County Better planning between the hospital and in-home and community supports. Memorial Hospital (PECMH). • New level of commitment by your in-hospital care team and community services to ensure thatwhich long-term care can Submission be made atthat home The proposal, builds on thechoices Pre-Capital waswithout approvedpressure. by the Ministry of Health and Long-Term Care in January 2017, outlines the service delivery model and How do I get these supports? preliminary plans for the rebuilding of the hospital. • While in the hospital you may at any time ask any member of your in-hospital care team to arrange a meeting to discuss your needs when returning home. Significant planning and community engagement has been done to outline the proposed are • Home and Community Care Support Services South East Care Coordinators model for PECMH. As part offorthis vision, PECMH will continue to provide services specialists in planning in-home professional services, which all include services such currently delivered at the hospital. Further, in order to meet the needs of the population, as nursing and personal care assistance. Care Coordinators and hospital staff may QHC is looking to enhance existing services andfor partnerships PECMH to work together to assistand youevolve and your family to plan services . atatdischarge. • provide an integrated model of care for the residents of Prince Edward County. including meals, homemaking, and transportation), to support you at home or while A health careatcampus model also continues be pursued with the Prince Edward Family you wait home for a long-term caretohome vacancy. Health Team, community clinics and community supports being co-located/adjacent to the newalready hospital.received services at home before coming to hospital, your in-hospital care If you team will work with you, your family and/or caregivers to ensure you receive appropriate supports return home. For(1B) more on homeofand The nextwhen phaseyou of the capital process willinformation include an evaluation the community current site, care investigation of site options and a high-level space plan and cost estimate. The Stage 1B services, please call 310-2222 (no area code required). proposal will be provided directly to the MOHLTC for approval.


Community iCART Integrated Assessment and Referral Team

County and continues to be committed to seeing this project completed for the patients, -

Paul Huras, CEO South East LHIN

A new hospital for the residents of Prince redevelopment priority. The current building has served us well for 50 years, but no longer -based care. The support and involvement of the South


www.qhc.on.ca www.qhc.on.ca

Hospital Information Accessibility Quinte Health Care 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, QHC will work with that person to agree upon an alternate format and provide the person with materials which take into account the person’s disability. 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, pajamas and robe, socks and supportive walking shoes • Toothbrush and toothpaste • Comb and brush • Facial tissues and shaving supplies • Body lotion, soap, shampoo and powder • Sanitary items • Complete list of all present 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 or cigars • Medication (unless instructed by your physician or nurse)

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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 • Nurses • 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 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 Quinte Health Care North Hastings Hospital offers a full range of Clinical and Diagnostic services including: • Acute Care (6 beds) • Diagnostics (X-ray, Ultrasound, Holter Monitoring, Event Recording)



• Emergency Services • Health Records • Outreach clinics in collaboration with North Hastings Family Health Team (Diabetes, Surgery, and Urology) • Outpatient Clinics (Transfusions, Infusions, Phlebotomy) • Physiotherapy • Telemedicine services (Mental Health, Occupational Therapy, Speech Language and Specialist Consults) *Please note, this is a list of services that are available at QHC NHH. 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 • Transferring from one hospital to another for insured, medically necessary treatment • Transferring from hospital to rehabilitation facility, treatment facility for physically disabled children, 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 Care 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 QHC and proud to be part of this international program.

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Billing Patient accounts may be settled at Patient Registration.

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 prohibited in direct patient care areas. However, cell phones are permitted in nonpatient care areas such as lobbies, waiting areas and eatery areas provided it does not violate respect for others’ need for quiet and privacy.

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 co-operation related to discharge will ensure that we can provide beds for patients who are waiting for admission. If transportation is unavailable, your nurse 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 your local pharmacy for you to pick up when leaving.

Feedback 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. QHC Corporate Headquarters QHC 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 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 your patient consent and some additional information, as well as describing a likely timeline. Our process is open and transparent. We will keep you informed at appropriate intervals about the progress of the investigation. If other accessible formats or communication supports are required, please contact our Patient Experience Specialist to make alternate arrangements.

Fire Safety When you hear the fire alarm, please return to your room and remain there with any visitors until you receive an all-clear message. We will inform you should any action become necessary.

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 the 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 Pharmacy Technician.

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Organ Donation QHC participates in an organ donation program. Please register your consent to be an organ and/or tissue donor 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.

Patient Information Patient room numbers are provided at the Patient Registration Office near the main entrance. The Reception phone number is (613) 332-2825.

Patient Safety Patient safety continues to be a top priority for Quinte Health Care, recognizing that health care cannot be high quality unless it is also safe. QHC 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

QHC 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 Care, 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 QHC priority and we have a number of policies and procedures in place to ensure your privacy is protected.

Room Differential Rates If you would like to upgrade your room from ward to semi-private, or from semi-private to private, you may do so provided the requested room is available. There is a daily cost to you to upgrade from your OHIP or other insured coverage room to the next categories. Please ask your Patient Care Unit staff for 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 Care, 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 Care is committed to patient and family centered care, positive health outcomes and the safety and security of patients, their families, our staff and our community. QHC 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. Please keep the following in mind: • QHC welcomes visitors to the hospital to help with the recovery and well being of our patients. • Visiting is based on the condition, care needs, and expressed wishes of the patient at the time of their current hospital experience.

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• Visiting hours are flexible to accommodate the patient circumstance; there are no prescribed hours. Visiting may be adjusted in timing and the number of visitors based on the clinical care needs of the patient. • Visiting may be interrupted for the provision of patient care. • Visiting may be restricted to protect the health care needs and privacy rights of other patients or to maintain safety and security decisions. • It is recommended that patients admitted to the hospital should have no more than two visitors at a time. • Between 9 p.m. and 6 a.m., visitors must enter through designated locations:

o QHC BGH – Emergency Entrance

o QHC NHH – Emergency Entrance

o QHC PECMH – Emergency Entrance

o QHC TMH – Emergency Entrance

• Visitors who are feeling unwell, have an infection, have symptoms of respiratory illness, symptoms of flu-like illnesses or symptoms of other communicable diseases should not visit. Appropriate Personal Protective Equipment (PPE) must be worn as instructed to support existing safety procedure requirements. • Visitors must perform hand hygiene with soap and water or alcohol based hand rub before and after visiting a patient. • Visiting children under 12 years must be directly supervised by an adult, who is not the patient.

Non-Urgent Patient Transfers and Transportation Quinte Health Care believes in providing a standard of excellent patientcentred 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, QHC provides a variety of in- and 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. Although you have the right to choose your own non-urgent patient transfer service provider, Pioneer Health Care is QHC’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 or your loved one home. If finances are an issue, please ask about the ‘Pioneer Cares’ program. To contact Pioneer Health Care, please call 1-866-777-2341.

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 Corner Café The North Hastings District Hospital Auxiliary operates the Corner Café in the Professional Services Building attached to the hospital and Manor. It offers hot and cold foods and beverages seven days a week from 9 a.m. to 4 p.m. Profits from the Café go to the Hospital Auxiliary.

Flowers If you receive flowers, they will be delivered by the florist’s delivery service. Please do not keep heavily scented flowers, as QHC 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.

Mail Incoming mail will be delivered to your Patient Care Unit. Please inform friends and family to address your mail as follows: Your Name and Unit / Room Number c/o Quinte Health Care North Hastings Hospital 1-H Manor Lane, P.O. Box 157 Bancroft, Ontario K0L 1CO Any mail received after your discharge will be forwarded to the address on your health record.

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Meals Patient meals are delivered at the following times: Breakfast: 8:00 a.m. to 8:30 a.m. Lunch: 12:00 p.m. to 12:45 p.m. Dinner: 5:00 p.m. to 5:30 p.m. If you require dietary changes or have any concerns about menu items, please speak with your Nurse. Although the hospital does not have a cafeteria, there are two soft drink machines across from the Physiotherapy Department and one water fountain. There is a vending machine with some snacks located in the waiting room, near the soft drink machines. The hospital Auxiliary operates the Corner Café, located in the Professional Services Building attached to the hospital and there are several restaurants located in downtown Bancroft.

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 first floor of the Professional Building, and is open 24 hours a day as an oasis for prayer, reflection and meditation.

Telephones There is a pay phone in the hospital, located at the main entrance.

Vending Machines A drink and snack vending machine is located near the main waiting room.

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.



How You Can Help Us You May Wish to Become a QHC Volunteer All four Hospitals of Quinte Health Care have highly supportive and dedicated Auxiliaries which strive to assist us in meeting the challenges of providing health care services to our communities. Volunteers provide support and assistance to hospital staff in a number of areas. Volunteer activities are as varied as the Volunteers themselves, and each and every one makes a difference in the lives of our patients: • Archives • Corner Café • Fundraising • Information Desk and more …

• • • •

“New to You” (sales of second-hand goods) Seasonal Decorating Visiting Volunteer Office

Our Auxiliary members provide input regarding service delivery processes, and provide an outstanding level of financial support for such projects as the purchase of hospital equipment.

How to Become a Volunteer: Our Auxiliaries always welcome new members. There are numerous opportunities for a Volunteer to provide service to any of our hospitals.

For more information, or to offer your time and talents, please contact: NHDH Auxiliary Office Quinte Health Care North Hastings Hospital Phone: (613) 332-2825 ext. 6201

22 QHC North Hastings Hospital

You May Wish To Make a Donation Charitable support from individuals and groups in our communities has been woven throughout our history. In fact, our hospitals would not have been started without the benevolence of those who identified a need and found creative ways to meet that need, to the betterment of everyone’s health and well-being. This spirit of generosity continues today. It enables us to purchase much-needed medical equipment, fund staff education and support redevelopment projects at all of our hospitals. Your gifts help us to maintain our high standards of excellence and we thank our communities for their continuing kindness. The North Hastings Fund Development Committee is a committee of the Belleville General Hospital Foundation. Through this committee, donations are received and gratefully acknowledged for the benefit of the North Hastings Hospital. All donations are tax deductible and official receipts are issued for income tax purposes. Cheques are payable to “North Hastings Fund Development”. If you would like to contribute to the North Hastings Fund Development, please contact: Site Manager Quinte Health Care North Hastings Hospital 1-H Manor Lane, P.O. Box 157, Bancroft, Ontario K0L 1C0 Phone: (613) 332-2825 ext. 6232 All donations are gratefully accepted by Patient Registration staff.

" Enclosed is my donation of $____________

Yes! I want to help Quinte Health Care North Hastings to purchase urgently needed medical equipment. Card #: ________- ________- ________- ________

 I have enclosed my cheque payable to North Hastings Fund Development

Expiry Date: ____ / ____

 I would prefer to use my

Town:____________________________ Postal Code:__________



Name:_________________________________________________ Signature:______________________________________________ Address: _______________________________________________

Telephone:_____________________________________________ Mail to: North Hastings Fund Development c/o Quinte Health Care North Hastings Hospital 1-H Manor Lane, P.O. Box 157, Bancroft, ON K0L 1C0

Charitable Business # 119215556RR0001



Community Supporters Quinte Health Care is grateful to all community supporters, without whose support this Directory would not have been possible. However, an advertisement in this guide does not imply an endorsement by QHC.


Memorial Services Planning

Lindsay Ear Clinic.......................... 25

Neuman Family Funeral Home Ltd.........................................26

Cremation Services Neuman Family Funeral Home Ltd.........................................26

Crisis Intervention Crisis Intervention Centre..............26

Funeral Home Services Neuman Family Funeral Home Ltd.........................................26

Hardware Store Bancroft Home Hardware.............26

Hearing Assessments Lindsay Ear Clinic.......................... 25

Occupational Therapy Quinte & District Rehabilitation Inc.......................... 25

Pharmacy Bancroft IDA Drug Mart.................26

Physiotherapy Quinte & District Rehabilitation Inc.......................... 25

Speech Therapy Quinte & District Rehabilitation Inc.......................... 25

Hearing Aids Lindsay Ear Clinic.......................... 25

See this publication and more at:


Quality Healthcare Publications

24 QHC North Hastings Hospital



Ann Marie Sinasac-Roy Doctor of Audiology 192 Hastings St. N. Bancroft, ON


100% Canadian Family Owned www.lindsayearclinic.com QUINTE AND DISTRICT REHABILITATION HOME CARE THERAPY

throughout Hastings & Prince Edward Counties.

OHIP FUNDED PHYSIOTHERAPY CLINIC serves seniors and children under 19.

CHILDREN’S OCCUPATIONAL THERAPY services are also available.

• Physiotherapy • Occupational Therapy • Speech Therapy • Dietitian • Social Work

For more information, contact us at:

613-966-5015 | 1-800-829-7076 Ramada Inn, 11 Bay Bridge Rd, Belleville






2 great locations for all of your pharmacy needs!

Your Friendly Neighborhood Pharmacy

• Pharmacy • • • • • •

Counselling Medication Reviews Home Health Care Centre Rental Program Blood Pressure Monitoring FREE Prescription Delivery

90 Hastings St N, Bancroft, Ontario

33060 Hwy 62 N, Maynooth, Ontario

Mon-Fri: 8:30am-7pm Sat: 9am-5:30pm • Sun: 10am-4pm Wheelchair Accessible

Mon-Fri: 9:00am-5pm Closed Saturday & Sunday Wheelchair Accessible




Tel.: 613-962-7227


The Crisis team is available 24 hours / day, 7 days / week to anyone over the age of 16, experiencing a situation or condition affecting their mental health. During the COVID-19 Pandemic, Crisis Intervention Counselling Services will be available by telephone only - 24 hours a day, seven days a week. Walk in and scheduled in-person appointments are temporarily suspended on account of COVID related considerations

Comprehensive Planning Services Traditional & Non-traditional Arrangement Affordable Cremation & Burial Options Pre-arranged Services AfterLoss® Bereavement Counselling Caring Personalized & Professional Funeral Services 38 Bridge Street West P.O. Box 699 Bancroft, Ontario

24 Hour Tel: 613-332-3990 Email: neumanfh@gmail.com Web: neumanfamilyfuneralhome.com

26 QHC North Hastings Hospital

Home Hardware

248 Hastings Street North BANCROFT 613-332-2060 www.homehardware.ca



Your Health Care - Be Involved