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Patient Services Directory

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Contents About William Osler Health System............................................................ 4 Here for you... caring for you...........................................................................................5 One Health Care System....................................................................................................6 About Sir William Osler....................................................................................................7

William Osler Health System Foundation................................................... 8

Brampton Civic Hospital Site Map............................................................................................... 10-11 Telephone and Location Directory....................................................... 12-15 Your Health Care - Be Involved.................................................................. 16 General Hospital Information Access To Hospital..............................................................................................................17 Day Surgery And Outpatients.............................................................................................17 Visiting Hours.....................................................................................................................17 Important Message to Our Visitors.....................................................................................17 Telephone............................................................................................................................18 Television............................................................................................................................18

Hospital Services You May Need Bank Machine.....................................................................................................................19 Cafeteria..............................................................................................................................19 Coffee and Express Meals...................................................................................................19 Gift Shop.............................................................................................................................19 Hairdressing Services.........................................................................................................20 Information Desk................................................................................................................20 Wayfinding..........................................................................................................................20 Pharmacy ...........................................................................................................................20 Convenience Store..............................................................................................................20 Wheelchair Accessible Washrooms....................................................................................20 Accessibility Plan................................................................................................................20 For Your Safety...................................................................................................................21 (Smoke-free Policy, Cell Phone Policy) Parking Information.......................................................................................................21-22

Clean Hands Protect Lives......................................................................... 23

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About Your Hospital Stay Admission To The Hospital.................................................................................................25 Protecting Your Privacy......................................................................................................26 Hospital Rooms...................................................................................................................26 What To Bring For Your Stay.............................................................................................27 What You Should Not Bring...............................................................................................27 Looking After Your Dietary Needs....................................................................................28 Respecting Your Wishes - A Living Will...........................................................................28 Planning Your Discharge....................................................................................................29 Going Home........................................................................................................................29 Home First...........................................................................................................................30 Home at Last Program........................................................................................................30 Fees.....................................................................................................................................30

Are We Meeting Your Needs?...................................................................... 33 Special Care Needs Alternate Level of Care (ALC)...........................................................................................34 Community Support Services.............................................................................................35 Peel Health .........................................................................................................................35 Telehealth Ontario...............................................................................................................35 Trillium Gift of Life............................................................................................................35

People Here to Help You Patient Care Team...............................................................................................................37 Your Family Doctor............................................................................................................37 Spiritual and Religious Care...............................................................................................37 Diversity Services...............................................................................................................38 Ethicist................................................................................................................................38 Patient Relations..................................................................................................................39 Social Workers....................................................................................................................39 Volunteers...........................................................................................................................39 Public and Community Relations.......................................................................................39

Preparing for the Birth of Your Baby......................................................... 40 How To Get Emergency Medical Care........................................................ 41 Brampton Civic Hospital After Hours Urgent Care................................... 42 Community Supporters............................................................................. 44

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Welcome to Brampton Civic Hospital Dear Patients and Family Members: On behalf of the staff, physicians and volunteers of Brampton Civic Hospital, I am pleased to provide you with this Patient Services Directory. Inside this publication you will find valuable information about our programs, services and amenities to help make your hospital stay as comfortable as possible. William Osler Health System (Osler) is a family of hospitals consisting of Brampton Civic Hospital, Etobicoke General Hospital, and a soon to be redeveloped Peel Memorial. Together, we are committed to providing safe and compassionate care and quality services in one of the fastest growing communities in Ontario. Brampton Civic Hospital opened to the public on Sunday, October 28, 2007 and provides the community with a modern facility, advanced medical equipment and a comprehensive range of health services. This facility provides access to safe and high quality health services for our community’s growing population. Enhanced services include cancer and heart care, as well as our regional centres for dialysis and paediatrics. Our patients are more comfortable, with large, attractive rooms that are spacious enough to accommodate family members. There are many pleasant spaces to walk, eat and rest. We are committed to patient-centred care and will do our best to make you and your loved ones comfortable. Our value statement - Here for you… caring for you - reflects the health system’s commitment to respect your unique needs and preferences. We encourage you to be an active partner with us in helping to meet your health care needs. The Osler team continues to look for better ways to serve our patients and their families. If you have any questions or concerns, please let your caregiver or patient care manager know. Patient opinion cards entitled “Are We Meeting Your Needs?” are available on your unit. Please take a moment to fill out the card to let us know if we are meeting your health care expectations. Our mission is to provide safe and compassionate care - and we hope you will find this is reflected in your hospital experience.

Elizabeth Buller Dr. Ian Smith Executive Vice President and Chief Nursing Executive Chief of Staff William Osler Health System William Osler Health System

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About William Osler Health System

Here for you... caring for you Connecting With Our Communities We’re proud of our respective histories and proud to be a partner in the broader health care community. Our close partnerships with community health care providers ensure the transition from hospital to home is as easy as possible. Our patients get the care they need both in hospital and at home.

One Health Care System Through state-of-the-art technology, our existing hospitals, satellite facilities, administrative offices and physician offices share vital information required to provide our patients with one high standard of health care across all facilities.

Specialized Services We provide specialized services to many communities. Patients have access to state-ofthe-art digital diagnostic imaging services such as MRI, CT, and mammography. We also offer specialized services in cancer treatment, cardiology, dialysis, medicine, maternal newborn, mental health, neonatology, orthopaedics, paediatrics, and surgery. Our size alone allows us to provide regional services to our communities now and in the future.

Our Medical Staff William Osler Health System physicians offer a variety of specialties in anaesthesiology, cardiology, emergency medicine, family medicine, internal medicine, mental health, obstetrics, oncology, opthalmology, orthopaedics, paediatrics, palliative care, radiology and surgery.

The Osler Team is Here for You We are proud of our team of physicians, nurses, allied health professionals, staff, volunteers and community supporters. We are all passionate and committed to one thing: providing the best care possible to every patient we look after.

Our Commitment to You As part of our commitment to supporting a healthy community, the team at Osler continues to look for better ways to serve our patients and their families, listening carefully to the views and opinions of all in the community, and responding in ways residents expect, need and deserve.

Our Foundation Your financial support is important to our patients. To make a donation, attend one of our many fundraising events, or discuss a bequest gift, please contact the Foundation Office in your community.

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One Health Care System William Osler Health System - Etobicoke General Hospital 101 Humber College Boulevard Etobicoke, Ontario M9V 1R8 Phone: (416) 494-2120 Foundation - Etobicoke Office Phone: (416) 747-3388 Volunteer and Community Resources Phone: (416) 494-2120 Ext. 32267

William Osler Health System - Brampton Civic Hospital 2100 Bovaird Drive East Brampton, Ontario L6R 3J7 Phone: (905) 494-2120

Foundation - Brampton Civic Hospital Campaign Office Phone: (905) 494-6556 Volunteer and Community Resources Phone: (905) 494-2120 Ext. 58333

William Osler Health System - Peel Memorial (under redevelopment) 20 Lynch Street Brampton, Ontario

Community Contact Line: (416 or 905) 494-2120 Ext. 50200 or visit us at: www.williamoslerhs.ca

Brampton Civic Hospital

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Etobicoke General Hospial

Peel Memorial

Here for you... caring for you


About Sir William Osler Born in Bond Head, Ontario in 1849, Sir William Osler achieved international recognition for his revolutionary and progressive approach to medical education and the practice of medicine. SIR WILLIAM OSLER (1849-1919)

Scholar Sir William Osler began his medical education at the University of Toronto (1868) and completed his training at McGill University (1872), with postgraduate studies in London, Vienna and Berlin.

Visionary Sir William Osler believed medicine was a progressive science and his enthusiasm for learning influenced his students and peers to strive for excellence through ongoing education and research.

Medical Innovator Sir William Osler achieved international acclaim for his holistic approach to medicine. An expert in the diagnosis of diseases of the heart, lungs and blood, Sir William Osler was one of the first medical minds to appreciate the interaction among body systems. His writings led to the creation of the Rockefeller Institute for Medical Research. He was also an advocate of a patient-centred approach to care.

Educator Sir William Osler believed that medicine is learned by the bedside, not in the classroom. He was the first educator to bring medical students into the hospital environment for a hands-on approach to medical training. Sir William Osler was a professor at McGill University and Professor of Medicine at Johns Hopkins University in Baltimore, and held the Regius Chair of Medicine at Oxford University, England – a few of his achievements.

Researcher and Author Sir William Osler was internationally recognized for his more than 1,500 scientific publications detailing his research and medical innovations. His textbook, The Principles and Practice of Medicine (1892), remained the authoritative medical textbook for over 30 years.

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William Osler Health System Foundation William Osler Health System Foundation is a registered charity devoted to creating a healthier community through philanthropy. We foster relationships in order to raise funds to support William Osler Health System Foundation’s capital, education and research priorities. We are accountable to our donors and respect their wishes. The Foundation’s volunteer Board of Directors helps us to build those relationships and life-long support for the Health System within our community. With the support of individual donors, corporations and community groups, we can and do make a difference in patient care. Your support is necessary to keep alive the active fundraising spirit that drives the success of Osler’s clinical programs. The opening of Brampton Civic Hospital in our community was a significant step forward in the level of care provided to residents in and around Brampton. This hospital means enhanced services in many areas such as critical care, dialysis, surgery and oncology (cancer). Supporting clinical programs like these helps to ensure that the quality of community health care provided is at the highest level. New equipment, medical programs and regional services mean that better care, closer to home, awaits all of us. Local residents, business leaders and service groups must work together to improve the health of our community. The generous gift of your financial resources to Brampton Civic Hospital will help us continue to purchase and upgrade the medical equipment this facility needs. We invite you to join us in the pursuit to have the highest calibre of health care right here at home. Get involved today! Learn more about us on-line at www.oslerfoundation.org or visit our on-site office: Brampton Civic Hospital Foundation South Building, Main Level near Leaf elevators Tel: (905) 494-6556 Thank you for your support!

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Brampton Civic Hospital 2100 Bovaird Drive East Brampton, ON L6R 3J7

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Site Map

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Brampton Civic Hospital Brampton Civic Hospital

Frequently Called Hospital Phone Numbers FREQUENTLY CALLED All direct dial numbers for Brampton Civic Hospital are in the 905 dialing area. HOSPITAL PHONE NUMBERS extensions, dial Civic the are Contact Centre at AllFor direct dial numbers please for Brampton in the 905 dialing area. (416 or 494-2120 and the prompts. For905) extensions, please dial thefollow Contact Centre at (416 or 905) 494-2120 and follow the prompts. Level

Elevator Entrance Zone

Parking Telephone Lot

Cardiology

2

ROSE

A

P3, P4

494-6470

Complex Continuing Care

4

SUN

B

P4

494-6437

Critical Care (ICU/CCU)

2

ROSE

A

P3, P4

494-6464

• CCU

2

ROSE

A

P3, P4

494-6460

• ICU Pod 1

2

ROSE

A

P3, P4

494-6466

• ICU Pod 2

2

ROSE

A

P3, P4

494-6462

Medicine (Neurology)

2

SUN

B

P4

494-6468

Medicine (General) & Nephrology

3

SUN

B

P4

494-6448

• Adult Inpatient Unit – Intensive Care

1

ROSE

A

P3, P4

494-6489

• Adult Inpatient Unit – General B

1

ROSE

A

P3, P4

494-6491

• Adult Inpatient Unit – General C

1

SUN

B

P4

494-6495

• Child & Adolescent Intensive – Inpatient Unit

3

SUN

B

P4

494-6629

Oncology

5

ROSE

A

P3, P4

494-6418

Palliative Care

4

SUN

B

P4

494-6442

Paediatrics

3

ROSE

A

P3, P4

494-6450

Post-partum

3

ROSE

A

P3,P4

494-6444

Rehabilitation

4

ROSE

A

P3

Ext. 57895

Respirology

5

ROSE

A

P3, P4

494-6414

• General Surgery

6

SUN

B

P4

494-6407

• Orthopaedics

6

ROSE

A

P3, P4

494-6402

• Short Stay

6

ROSE

A

P3, P4

494-6409

Department

INPATIENT UNITS (NORTH BUILDING)

Mental Health

Surgery

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Level

Elevator Entrance Zone

Parking Telephone Lot

• Addiction Counseling & Problem Gambling

-

-

-

-

796-3005

• Withdrawal Management

-

-

-

-

456-3500

Administration (On-Site)

2

SNOW

Main

P7,P8

494-6808

Asthma/COPD Clinic

2

SUN

Main

P4

494-6443

Cafeteria

1

LEAF

Main

P7

494-2120

Cardiac Procedures Unit

2

LEAF

Main

P7

494-6607

Cardiac Rehabilitation Cardiorespiratory & Electrodiagnostic • Cardiac Stress Testing, Echo Cardiogram, E.E.G./E.M.G., Holter Monitoring, Pacemaker Clinic, Pulmonary Function Lab Cashier

2

SUN

B

P4

494-6479

2

SUN

B

P4

494-6480

1

LEAF

Main

P7

Ext. 58233

Chaplain (please speak with your caregiver)

-

-

-

-

-

Communications & Marketing (Public Relations)

-

-

-

-

Ext. 59940

Community Care Access Centre (CCAC)

1

SUN

B

P4

494-6707

Community Contact Line

-

-

-

-

Ext. 50200

Convenience Store

1

LEAF

Main

P7

494-2120

Diabetes Education Centre

3

LEAF

Main

P7

494-6598

Department

PROGRAMS AND SERVICES Addiction Services (Off-Site)

Diagnostic Imaging – Booking Line & Inquiry

494-6688

• M.R.I., C.T. Scan, Angiography, Ultrasound, X-ray

1

LEAF

Main

P7

494-6688

• Breast Clinic (Mammography)

2

LEAF

Main

P7

494-6688

• Molecular/Nuclear Imaging, Bone Density

2

LEAF

Main

P7

494-6688

Dialysis

3

LEAF

Main

P7

494-6580

Diversity Services

2

LEAF

Main

P7

Ext. 50101

Emergency

1

SNOW

Main

P7

494-6789

• After Hours Urgent Care Clinic

1

SNOW

Main

P7

494-6228

Endoscopy Clinic - Reception

2

LEAF

Main

P7

494-6589

Eye Clinic (Day Surgery)

2

SNOW

Main

P7

494-6587

Foundation

1

LEAF

Main

P7

494-6556

Fracture Clinic

1

LEAF

Main

P7

494-6557

Gift & Flower Shop

1

LEAF

Main

P7

Ext. 50452

Health Information Management (Health Records)

LL

SNOW

Main

P7

494-6544

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-

Elevator Entrance Zone -

Parking Telephone Lot 494-6819

• Main Lobby

1

LEAF

Main

P7

Ext. 58350

• Entrance A

1

ROSE

A

P3

Ext. 58774

• Entrance B

1

SUN

B

P4

Ext. 58008

Joint Assessment Clinic

1

SUN

B

P4

Ext. 56218

Kidney Care Clinic

3

LEAF

Main

P7

494-6637

Library

3

LEAF

Main

P7

Ext. 58797

Lifeline Services

-

-

-

-

494-6605

Medical Staff Office

3

LEAF

Main

P7

Ext. 58688

Medical/Surgical Clinic

3

LEAF

Main

P7

494-6595

Department

Level

Human Resources Information Desk

Mental Health – General Inquiries

494-6695

• Adult Outpatient Services

1

ROSE

A

P3, P4

494-6714 494-6695

• Child & Adolescent Clinic (Off-Site)

-

-

-

-

453-1160

• Child & Adolescent Day Hospital

3

SUN

B

P4

494-6621

• Community Mental Health Clinic (Adult)

1

ROSE

A

P3

494-6224

• Eating Disorders Services

3

SUN

B

P4

494-6621

Multi-Faith Centre

2

LEAF

Main

P7

Ext. 50103

Oncology – Ambulatory Clinic

5

SUN

B

P4

494-6542

Parking Office (at entrance to parking garage)

-

-

-

-

Ext. 50064

Patient Inquiry

-

-

-

-

Ext. 33525

Patient Ombudsman Relations

1

SUN

B

P4

494-6565

Pharmacy (Retail)

1

LEAF

Main

P7

790-6308

PRORESP (home respiratory services) Rehabilitation – Outpatient (Occupational Therapy, Physiotherapy, Speech Therapy) Security

-

-

-

-

494-6205

1

SUN

B

P4

494-6540

1

SNOW

Main

P7

494-6777

Spiritual & Religious Care

2

LEAF

Main

P7

Ext. 50103

• Day Surgery Reception

2

SNOW

Main

P7

494-6587

• O.R. Reception

2

SNOW

Main

P7

494-6576

• Pre-Operative Clinic – Outpatient Clinics

2

LEAF

Main

P7

494-6591 1-866-9249589

Surgery

Television Service – Tecsycon’s Live 24/7 Call Centre

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2

Elevator Entrance Zone LEAF Main

Parking Telephone Lot P7 Ext. 58020

1

LEAF

Main

P7

Ext. 58333

• Breastfeeding Clinic

3

SNOW

Main

P7

Ext 50076

• Labour & Delivery

3

SNOW

Emergency

P1, P8

494-6516

• Neonatal Intensive Care Unit (NICU)

3

SNOW

Emergency

P1, P8

494-6551

• Obstetrics Clinic

3

SNOW

Main

P7

494-6790

• Paediatric Clinics

3

SNOW

Main

P7

494-6593

• Pre-Natal Clinic

3

SNOW

Main

P7

494-6790

Department

Level

Urology Clinic Volunteer & Community Resources Women’s and Children’s Health Care Services

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Your Health Care - Be Involved As a patient, one of the keys to getting the best health care is to be an active member of your health care team. This means: • Taking part and being involved in every decision about your care. • Asking a member of your health care team if you have questions so that you can make informed choices. • Coming prepared for your medical treatment and knowing what to do when you go home. • Getting support from friends and family if you need it. Here are five ‘common-sense’ tips that you can use to make the most of every visit to your doctor, the hospital or any other health care provider:

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General Hospital Information Access to Hospital Please note that the hospital’s main entrances are locked nightly between 10:00 p.m. and 6:00 a.m. During these hours, patients and approved visitors must enter at the Emergency Department entrance.

Day Surgery and Outpatients We ask that adult patients bring only one (1) adult companion to accompany them to their appointment. Children may have both parents or guardians with them during an appointment. Children under 13 years of age must be accompanied by an adult at all times. If you have special circumstances, please discuss with your caregiver.

Visiting Hours Visitors are permitted from 11:00 a.m. until 9:00 p.m. daily. Each patient may have two (2) visitors at a time. Children are welcome to visit when accompanied by a parent/ guardian. Please note: a child is considered one (1) visitor. Special visitation needs of each family will be assessed and accommodated as required. Special visitor guidelines apply in some units. Please check beforehand with your caregiver for clarification of guidelines or exceptions in a particular unit so you may let your family and friends know. Staff may use discretion to permit visiting outside of stated hours if the visit meets the needs of the patient, does not disrupt care or treatment and is not disturbing to other patients. Please contact the patient care manager or designate to determine if an exception can be made. Visitors can help speed up your recovery process; however, let them know when you are tired. They will understand that rest is important for you. We ask that you keep noise to a minimum and respect the privacy of other patients. If you prefer to see your visitors outside your room, patient lounges are available.

Important Messages to Our Visitors Please Wash Your Hands Often!

Regular hand washing helps avoid the spread of infection to patients, you, your family and others. Alcohol hand wash/rinse stations are conveniently located at all hospital entrances and the entrance to each patient care unit. Please wash your hands before and after every patient contact, before and after eating, and after using the washroom.

Feeling Under the Weather?

Please do not visit patients if you have a cough, cold, fever, or are feeling unwell. You may infect a patient or staff member with your illness. Please reschedule your visit when you are feeling better! www.williamoslerhs.ca

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Telephone Patient rooms are equipped with a bedside monitor that provides telephone, television and internet access. Patients will be responsible for a daily fee for each of these services. Monthly rates are available for longer stays. Please contact the Tecsycon call centre at 1 866 924-9589 or press 3333 on the bedside monitor handset to get connected.

For Internal Calls:

Please dial the 5-digit hospital extension number.

For External Local Calls:

Please dial ‘9’, followed by the 10-digit local number you wish to reach.

For Long Distance Calls:

Please dial ‘9’ then ‘0’ and follow the system prompts. An automated operator will accept your calling card number or credit card number and your call will be connected. Please note that patients may place outgoing calls at any time of the day or night. Incoming calls to patient rooms, however, are permitted only between 8:00 a.m. and 10:00 p.m.

Television Each patient has a television at their bedside. There is a daily fee for use of the television. Call the 24/7 Tecsycon call centre at 1 866 924-9589 or press 3333 on the bedside monitor handset to get connected. During the day you may also speak with a Tecsycon Service Specialist. Entertainment service options for purchase include Basic or Premium TV + Movies, and Internet. Access to radio programming, William Osler Health System’s educational programming and internet website is available free of charge. Weekly rates are available for longer stays. Please note that bedside televisions are not available to patients in the Mental Health unit.

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Hospital Services You May Need Bank Machine For your convenience, an Automated Teller Machine (ATM) is located in the Main Lobby (South Building) of the hospital, and the Emergency Department.

Cafeteria For your convenience, the World Foods Emporium is open Monday to Friday from 7:00 a.m. to 7:00 p.m. The cafeteria is closed during weekends and holidays. The menu includes a hot entrée selection of home-made comfort foods, vegetarian dishes, stir-fry station, open grill and ethnic cuisine. The deli bar offers fresh sandwiches, made to order. The breakfast station prepares eggs made to order between 7:30 a.m. and 10:30 a.m. You can find the World Foods Emporium on the main level of the South Building just east of the Main Entrance.

Coffee and Express Meals Tim Horton’s coffee and fast meal alternatives are offered at three Tim Horton’s kiosks located on the hospital’s Main Level. The complete Tim Horton’s food menu including tasty and hearty sandwiches made on wholesome breads, yogurt & berries, home-style soups, and a variety of beverages, is available at the kiosk located in the cafeteria and is open Monday to Sunday 7:00 a.m. to 9:00 p.m. The other two Tim Horton’s locations serve a variety of hot and cold beverages and a huge selection of pastries. The two kiosk locations and hours are as follows: South Building: Main Level – between the Emergency Department and the Atrium (open 24 hours). North Building: Main Level - Entrance B (open Monday - Friday 8:00 a.m. to 3:00 p.m.)

Vending Services

A variety of snacks and beverages are available at a number of vending machines located in the cafeteria World Foods Emporium and in the Emergency waiting area. All vending machines are accessible 24 hours a day, 7 days a week.

Gift Shop The Gift Shop is operated by the William Osler Health System Volunteer Association. The Gift Shop sells many items, such as flowers, giftware, magazines, gifts, cards, infant clothing, candies and personal care items. Items may be ordered by phone and delivered to patients when friends or family cannot visit. Payments can be made by cash, Visa, MasterCard or Interac. The Gift Shop is located on the Main Level of the hospital near the Main Lobby. Hours of operation are weekdays 9:00 a.m. to 8:00 p.m., weekends and holidays, 11:00 a.m. to 5:00 p.m. For more information call the Gift Shop at Ext 50452.

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Hairdressing Services Hairdressers from the community are available to provide service to patients while in hospital. Please speak with your caregiver for more information.

Information Desk A number of Information Desks are located throughout the hospital and are staffed by hospital volunteers who are ready, willing and able to assist you during your visit or appointment. Volunteers can help you with directions, locating patient rooms, visiting hours, gift shop, cafeteria and coffee shop hours, parking and taxi/public transportation. Information Desks are located at the Main Entrance (South Building), Entrances A and B (North Building), Diagnostic Imaging (South Building), as well as in the Emergency Department. Please feel free to approach the Information Desk for assistance.

Wayfinding Volunteers can help you find your way through the hospital and will accompany you to your destination if required. For your reference, Wayfinding Guides are available for pick up at the Information Desks and wall directories are located at elevator banks on the Main Level.

Pharmacy A retail pharmacy is located in the South Building in the hallway next to the Leaf elevators. Hours of operation are weekdays 8:00 a.m. to 8:00 p.m., Saturdays 10:00 a.m. to 6:00 p.m., and Sundays 11:00 a.m. to 6:00 p.m. For more information, call (905) 790-6308.

Convenience Store A convenience store is located near the Main Lobby, behind the Leaf elevators. Hours of operation are weekdays 8:30 a.m. to 8:00 p.m, Saturdays 10:00 a.m. to 6:00 p.m. and Sundays 10:00 a.m. to 5:00 p.m

Wheelchair Accessible Washrooms Wheelchair accessible washrooms for outpatients and visitors are conveniently located on all levels throughout the hospital. Each inpatient room is equipped with an accessible washroom.

Accessibility Plan William Osler Health System is committed to ensuring the hospital continually improves access to its facilities for all patients, staff and visitors. The Ontarians with Disabilities Act, 2001 (ODA) was developed to improve opportunities for people with disabilities and to provide for their involvement in the identification, removal and prevention of barriers to their full participation in the life of the province. To this end, the ODA mandated all hospitals to prepare an annual accessiblity plan. The Accessibility Plan is available to the public through the Osler website at www.williamoslerhs.ca. If you have any questions, feedback or suggestions, wish to

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participate or require a hard copy of the Plan, please contact the Chair of the Accessibility Planning Task Force at extension 57446.

For Your Safety Smoke-free Policy

Smoking is not allowed anywhere on Osler property including parking lots, garages, vehicles and exterior walkways, in addition to all hospital facilities, offices and off-site clinics.

Cell Phone Policy

Visitors and patients can now safely use cell phones, BlackBerrys, and other hand held wireless communication devices in public areas of the hospital such as the main lobbies, cafeterias, waiting areas and most patient rooms. Cell phone use is prohibited in the Intensive Care Unit, Cardiac Care Unit, Intermediate Care Unit, Labour and Delivery, Special Care Nursery, Neonatal Intensive Care Unit and in all patient treatment areas of the Emergency Department. Please turn off your cell phone and other wireless devices before entering these clinical areas. In addition, certain medical equipment marked with warning labels will indicate where cell phone and wireless device use is prohibited within one (1) metre of that equipment.

Parking Information Patient and visitor parking is provided in the many outdoor surface lots available around the hospital or in the seven-level indoor parking garage. To ensure the walk from your car is as short as possible, ask your clinic or care provider for the closest parking lot and entrance to the unit you are visiting (or refer to the “Location and Telephone Directory” located at the front of this booklet). A number of accessible parking spaces for the disabled are available in each parking lot. The indoor parking garage has handicapped access via elevators to connect you to the hospital. When in the elevators, select parking level “P3” for the hospital’s Main Level. For your security, the parking garage is equipped with security cameras and distress alarms. Please do not park your car at hospital entrance doors; it is a fire route and you may receive a ticket from the City of Brampton Parking Control. Please be considerate of our disabled patients and visitors. DO NOT PARK in the designated accessible parking spots unless you have the required permit. Only those individuals with a Disabled Person Parking Permit (DPPP) are permitted to park in accessible parking spaces. The permit must be displayed on the dashboard or sun visor. Misuse of this permit can result in fines and revoked privileges. Any misuse of the DPPP will be reported to the police.

Parking Payment

To enter a gated parking lot, press the green button and you will be issued a parking ticket. Please remember to take your parking ticket with you when you enter the hospital. Just before returning to your vehicle, proceed to one of the automated Parking Payment www.williamoslerhs.ca

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Stations to pay your ticket and obtain a “PAID” ticket. For your convenience, Parking Payment Stations are located at each hospital entrance and at Parking Garage elevator lobbies on levels P1 and P3. Payment is accepted by cash, charge, or debit. When you leave the parking lot or garage, you must insert the “PAID” ticket into the machine at the parking gate to raise the access arm. You also have the option to swipe a credit card to enter and exit the parking lot. Applicable parking charges will be applied to your credit card and a receipt will be issued upon exiting the lot.

Parking Rates

The first 15 minutes of parking is free: this allows family members or friends time to pick up a patient without having to pay a parking charge. If you or a family member expect to be in hospital for more than a few days, you may wish to purchase a special parking pass. Daily and weekly and monthly parking passes are available for purchase in the Parking Payment Stations at entrances and in the Parking Office located on the ground floor of the parking garage (east side of the garage between the entrance and exit gates) For current rates, please call the Parking Office at extension 50064.

Brampton Transit Routes

Several Brampton Transit routes service Brampton Civic Hospital, including Routes 5, 12, 15, 15A, 22A and 22B. For more information, call (905) 874-2999 or visit www.bramptontransit.com.

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Clean Hands Protect Lives Your Health Care – Be Involved

When you come to a hospital, hand cleaning is your job too. Whether you are a patient or a visitor, do your part to prevent germs from spreading. Think about the times that you would clean your hands at home, such as: • Before and after eating • After using the washroom • After sneezing or coughing Make sure you clean your hands at these times and even more often when you are in the hospital.

There are two ways to clean your hands

You can clean your hands by: 1. Hand rub provided by the hospital 2. Soap and water using soap in the dispensers at the sink After cleaning, make sure your hands are dry before you touch anything. This is very important when you use the hand rub.

Visitors who do not feel well should not come to see you.

When you are in hospital, don’t feel shy about telling visitors to stay home if they are not feeling well. That’s another big way to keep infections from spreading in the hospital.

Hand cleaning is one of the best ways you and your health care team can prevent infections from spreading. Did you know the main way germs can spread is by hand? Keeping hands clean is the best thing you and your health care team can do to prevent infections from spreading to others. That’s so important in hospitals and other places where the risk of infection is high.

In Canada, one in nine patients gets an infection while in hospital. Sometimes patients get infections when they are in the hospital.

Thousands of times a day, members of your health care team handle things that could have harmful germs. Without good hand cleaning, these germs can spread to patients and cause infection.

Your health care team works hard to keep their hands clean.

Your health care team plays a big role in preventing the spread of infection. They are committed to giving you clean, safe care.

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There are important moments when your health care team should clean their hands, such as: • After touching objects in a patient’s room and going to another room • Before and after treating patients • Before and after special procedures, such as giving a needle • After contact with body fluids, such as blood or urine

When should your health team wear gloves?

Wearing gloves does not prevent germs from spreading from patient to patient. So, don’t expect your health care team to always wear gloves. But do expect them to clean their hands at the right time and in the right way. There are times when your health care team should wear gloves. For instance, they wear gloves when they are treating open wounds or taking blood. They may also wear gloves when taking care of a patient in isolation (in a room by themselves). These patients need special care and protection. If you are visiting a patient in isolation, you may also have to wear special protection, such as gloves, a mask, or a gown. Once your health care team is finished with a task, they will throw the gloves away. They clean their hands carefully both before and after using the gloves. Source: OHA Patient Safety Support Service

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About Your Hospital Stay Admission to the Hospital Health information

Upon admission to the hospital, you will be asked a number of questions to ensure we have your correct name and address, to register any supplemental health insurance coverage you may have, and to ensure we know about any known allergies or special dietary needs. You will be given a hospital identification bracelet that will include important information such as your name and your hospital identification number. You may be given a second bracelet to wear if you have any known allergies. It is important that you wear these bracelets at all times during your hospital stay so we can ensure you are properly identified..

When being admitted, please be prepared to provide the following information:

• Your name, current address and phone number • Name of your family doctor • Your Ontario Health Card (Ontario Health Insurance Plan or OHIP) • Details or copies of your policy about any additional or alternate health care insurance coverage • Name of your employer • Name and phone number of your spouse or Next of Kin • Any known allergies you may have to food or medications • Any other information which you think may be helpful to your health care providers

Name a contact person

When you are admitted, you will be asked to choose a family member (or a friend) who will act as the hospital’s primary contact person during your stay. This person’s name will be noted on your chart and in the patient care Kardex. This person will be the spokesperson for the family and will be the only person (other than you) to whom information will be given. The contact person may also ask questions on your behalf. Please remember that, to respect your privacy, the hospital will not give out information to casual callers. Other family members and friends should be instructed to call your chosen contact person for information.

Your health records

Throughout your hospital stay, members of your health care team will be collecting and documenting information about your care and treatment. This information is entered into your ‘health record’. Patient health records are legal documents and must be kept for 10 years after the date of your last hospital visit. For children 18 years of age and under, health records must be kept for 10 years after the date of the child’s 18th birthday. All information is kept strictly confidential. To obtain information regarding your health record, contact the Health Information Management Department at extension 56544.

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Protecting Your Privacy When you come to the hospital to receive care, we need to ask you a variety of personal and health-related questions. This information helps us to determine the best way to care for you. We will also ask your permission to perform tests or procedures required for your care.

We collect, use and share your personal health information with other health care providers in order to: • Provide treatment • Improve the quality of service we provide through surveys and chart reviews • Find out if your services are covered by a medical plan • Meet legislative requirements

We will also use your name and address only to contact you for fundraising purposes (through William Osler Health System Foundation). You have our promise that we will keep your personal information confidential and use the information only in order to provide your health care. You do have the right to refuse to give personal or health information. However, failure to do so could affect our ability to provide the care you require. We will disclose your general status and location as a patient to individuals inquiring about you, unless you tell us not to. For more information about the Personal Health Information Protection Act (PHIPA) please contact the Privacy Officer at 905-494-6832, or visit our web site at www.williamoslerhs.ca.

Hospital Rooms The hospital will normally offer three types of accommodation to suit your needs. You will be able to request your preference; however, your first choice may not always be available. Please remember that, when assigning rooms, the hospital will always consider medical need as our first priority.

Standard ward

A standard patient room has four beds. The cost of this room is generally covered by federal and provincial health programs, except for uninsured Ontario residents, visitors to Canada or for uninsured procedures such as cosmetic surgery.

Private and semi-private rooms

These patient rooms have one (private) or two (semi-private) beds. These rooms are available on request; however, they are not covered by the Ontario Health Insurance Plan (OHIP) and there is an extra charge. Many patients have additional health insurance coverage through their employer that may cover the cost for the room upgrade. It is a good idea to check with your employer as to what type of coverage you have before coming to the hospital. If you do not have additional coverage under your supplemental insurance plan, you will be responsible for the extra charge. To obtain more information about current room fees, please contact the Finance Department at extension 56851 or email accountsreceivable@oslerhc.org.

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What To Bring For Your Stay Pocket change

It might be helpful to bring a small amount of money to purchase small items from the hospital’s Gift Shop. Please do not bring large amounts of money as there is no place to secure it. The hospital is not responsible for your money or valuables while you are a patient.

Personal items

The hospital will supply a standard gown/pyjama pants for you to wear. You may wish to bring your own sleepwear, a bathrobe and slippers. If you wear glasses, have a hearing aid, or use a walking aid such as a walker, cane or splint, please don’t forget to bring them also. Bring your personal care items such as shampoo, soap, toothbrush, toothpaste, mouthwash, comb and hairbrush. These items are not supplied by the hospital; however, a limited selection of personal care items can be purchased in our Gift Shop. You may bring electric shavers, hair dryers and radios, as long as they are in good working order, CSA approved, and have been checked by hospital personnel prior to use. These units may not be used if you are connected to medical equipment or receiving oxygen. Portable radios, CD and DVD players are allowed but may not be used if you are attached to medical equipment or receiving oxygen.

Prescription drugs and medications

Please bring your medications with you. It is important that you bring them in their original containers as the information on the labels will help us plan what medication we can give you. If it is not possible to bring your medications, please bring a list of both prescription and non-prescription drugs that you may be taking. For each drug, list the name, strength, how much you take and when you take it. Should you be receiving a drug not normally kept in the hospital, a nurse or pharmacist may ask you to use your own supply during your stay.

What You Should NOT Bring Do NOT bring valuables

Please leave your valuables, such as jewelry and credit cards, at home. The hospital is not responsible for them while you are a patient.

Entertainment, grooming or other electrical devices

Hospitals contain sensitive patient monitoring devices that may be upset by electronic emissions or improperly shielded appliances. The use of entertainment, grooming or other electrical devices may also interfere with the comfort of other patients. In addition, if these devices are not in good working order, they may present a fire hazard.

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Please leave the following devices at home: • Televisions and telephones (both are already installed in the rooms and are available for a fee) • Personal computers or laptop systems • Heating devices of any type, such as heating pads, curling irons or portable heaters • Extension cords or power bars • Friction toys which produce sparks or heat

Looking After Your Dietary Needs At William Osler Health System, the Food Services team is committed to providing high quality food services and nutritional care for our patients. Our patient menu consists of a 21 - day menu cycle and 130 different diet types. Unless you are on a special diet or have food allergies, you will receive our standard regular meals. While you are here we will be visiting you to obtain your menu choices. If you follow a special diet or have a food allergy or intolerance, please let your nurse know. We do provide vegetarian, halal and kosher menus. While you are in hospital we have a team of registered dietitians and nutrition technologists who are responsible for your nutritional care. You can access them by asking your nurse.

Respecting Your Wishes - A Living Will If a person is seriously ill, it may be necessary to ask a substitute decision-maker to make decisions on behalf of the patient. Usually, a substitute decision-maker is a close relative. Under the emotions of the moment, the relative may find it helpful to have information about what your prior wishes would be regarding health care options. Would you like to have your wishes known ahead of time? In the Province of Ontario there are provisions under law that allow an individual to express how he or she would want to be treated if facing a serious illness and unable to communicate his /her own wishes. A Living Will allows you to provide your values and wishes if faced with an overwhelming illness or injury. It can provide written instructions of your preferences for care in different situations. Power of Attorney for Personal Care allows you to choose who will enact your wishes when you are not able to speak or decide for yourself. Your spouse, relative, doctor, clergy or lawyer can help you discuss your wishes and preferences, and set them down in writing so your own words can speak for you, even if you yourself cannot.

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Planning Your Discharge Our goal is to manage your hospital stay carefully so that you can return home as soon as possible, avoid an unplanned readmission and bridge the gap between hospital and community services you may require following discharge. While in hospital, your care team will work with you on patient treatment plans, discharge goals and put in place the supports you require to go home.

When does discharge planning begin?

If your hospital stay was planned, you most likely were advised in advance of your estimated date of discharge. If your hospital visit is unplanned or you are admitted to hospital through Emergency, planning for your discharge begins immediately after admission. There are discharge coordinators on every unit.

Going Home Your attending doctor is the only person authorized to give you permission to leave the hospital. Please advise your family as soon as your doctor tells you when you will be able to leave the hospital so that they can ensure clothes are available and pick up arrangements are made as quickly as possible. Many patients are discharged in the morning. However, the doctor may discharge you from hospital at any time during the day or evening. If you are having difficulties arranging transportation home, please advise a member of your health care team. We can help you with your arrangements. Please note that transportation costs are the responsibility of the patient and/or family. Every day we have high volumes of admitted emergency patients waiting on stretchers for an inpatient bed. If you are unable to arrange timely pickup from the hospital, you will be asked to wait on a chair in another area of the inpatient unit. This is so we can prepare the room for the next acute patient. Before you leave the hospital, your doctor or primary nurse will go over written instructions about treatment, medication and/or restrictions. It is important that you understand all the instructions about your medications, diet, activities, and return appointments. You may require further care at home after discharge from the hospital. Please be sure to discuss your needs with a member of your health care team. If you need special equipment when you return home (such as crutches, walkers, commode chairs, etc.) please speak to your physiotherapist or occupational therapist. If you have questions or concerns, please ask a member of your health care team. New parents - don’t forget an infant car seat is required by law. Make sure your new baby’s first drive home is a safe one!

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Home First...a partnership approach to help you move easily from hospital back to your home At Osler, we provide holistic care to help you regain your health and return home as quickly as possible. We know that each patient and family is unique and we will do our best to accommodate special cultural, religious or personal requests that you may have while in hospital. And together with the Central West Community Care Access Centre (CCAC), we will help you make a smooth transition from hospital back to your home. Your clinical team at Osler includes many health providers from the hospital as well as a case manager from the CCAC. The team will discuss your treatment with you and ensure you have the best possible care. Please ask us if you have any questions. We will also work with you and your family to plan for your return home. You will only be discharged from hospital after your doctor and clinical team determine that you no longer need acute care. The home environment will help you to recover more quickly than in hospital after your treatment at Osler is complete. Hospital and CCAC staff will ensure that any support services and/or special equipment that you need at home are in place before you are discharged. There are times when patients are medically ready for discharge but family members are not immediately available. We can arrange for transportation and a personal support worker to take you home and look after you until your caregiver arrives. This service – called Home at Last - is offered free of charge through a partnership between Osler and CANES Community Care, a home support service for seniors and adults with disabilities. A prearranged pick-up is provided by a community-based transportation service, with a personal support worker (PSW) who takes the patient home and makes stops for prescriptions and other necessities, if necessary. Once home, light meal preparation, medication reminders and other services can be provided until the family caregiver arrives. The Home at Last program can also enable an emergency patient to return home in a safe and coordinated manner and avoid admission to hospital. The service is available Monday to Friday, 1:00 p.m. to 9:00 p.m. Also on weekends by advance booking. The program is available free of charge and is funded through the Central West Local Health Integration Network (Central West LHIN). For more information, please speak with your caregiver or discharge coordinator. Family members or patients are welcome to self refer by calling (416) 743-3892. Visit the CANES website www.canes.on.ca for more information on their services.

Fees Most patients will be covered by the Ontario Health Insurance Plan (OHIP) which pays for essential health care services. If you do not have an Ontario Health Card, you will be required to pay for your visit at the time of admission. You are responsible for any charges you incur while in hospital which are not covered by your health insurance. These charges include semi-private or private accommodation, telephone, television, or personal care packages (obstetrics), crutches and orthopaedic

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devices, and any other extra charges. You can pay your bill upon discharge at the Cashier’s Office located near the main lobby of the hospital. Payment can be made by recognized credit cards, cash, cheque, or Interac. If you are discharged after business hours, the hospital will send you a bill in the mail. For more information about your hospital bill, you may contact the Finance Department at (905) 494-6851 or extension 56851 or email accountsreceivable@oslerhc.org. You may now pay your hospital bill online -- simply visit our website at www.williamoslerhs.ca and select “Pay Your Bills On-line”.

Uninsured Medical Services

Some services are not covered by OHIP, such as cosmetic surgery. Payment for these services is due prior to admission. There will be a physician fee payable to the doctor and a hospital fee payable to the hospital.

Billing and Payment Procedure for Visitors to Canada and Uninsured Residents of Ontario

Medical treatment of non-residents of Canada may only be provided on an emergency or humanitarian basis. All humanitarian cases require Hospital Administration approval. Elective procedures will not be performed on any non-resident of Canada. Any nonresident of Canada seeking treatment at William Osler Health System will be required to sign a Governing Law and Jurisdiction Agreement at time of registration. We are committed to providing you and your family with the highest quality care possible. While compassionately considering the needs of our patients and their families, we must follow appropriate guidelines and ensure payment from visitor and non-resident patients. For more information contact the Finance Department at extension 56851 or email accountsreceivable@oslerhc.org.

Ambulance and Patient Transportation - Fee and Service Information

You may require transportation to and from hospital. Here is important information you should know and understand about the costs you may incur. There are many ways to move patients to the hospital, from the hospital to their homes, or between health care facilities. These include: 1. Ambulance for emergency situations or when a paramedic is needed. 2. Patient transportation services for non-emergency situations where a special transport vehicle may be necessary, such as when a stretcher or wheelchair is required. 3. Private vehicle/taxi/accessible taxi. Before you are discharged from the hospital, you will need to arrange your transportation home. We recommend you plan your ride home with family or friends. If this is not possible, the hospital will help you arrange your transportation home. You will be required to pay for this service. Once you are discharged the hospital cannot hold your bed to accommodate delayed travel arrangements, so you may need to wait elsewhere in the hospital for your transportation (i.e. cafeteria, lobby, etc.). www.williamoslerhs.ca

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Ambulance (Emergency Medical Services -EMS)

1. You are required to pay a $45 co-payment for land or air ambulance if you have a valid Ontario Health Card AND it is deemed medically necessary by the receiving or attending physician. 2. You are required to pay the full $240 cost for land ambulance if you don’t have a valid Ontario Health Card OR the ambulance transportation is not medically necessary. 3. There are situations where you will be exempt from payment, i.e. when you are transported between health care facilities. Please note that the first time you are admitted to a long-term care facility you are responsible for the transportation cost from the hospital.

Payment for ambulance service is made to the hospital and you will receive a bill from the hospital.

Patient Transportation Service

William Osler Health System uses Canadian Medical Response (CMR) Patient Transportation Services to transport patients between hospitals and to other care facilities. Canadian Medical Response (CMR) Fees: Medically Essential Transportation: The patient is required to pay a $45 co-payment when discharged from the hospital to their private residence or a non-licensed facility when the attending physician deems special transportation is medically required. Non-Medically Essential Transportation: The patient must pay the full payment when discharged from the hospital to their private residence or non-licensed facility for non-medical purposes as deemed by the attending physician. Rates for patient transportation services for non-medically essential transport vary depending on the service and may include additional costs for distance. For your protection we recommend you contact CMR Patient Transportation Services about all costs associated with your transportation. Payment is made directly to CMR. You will be requested to have cash or a major credit card (Visa, MC, AMEX) available at the time of the transportation.

Private Vehicle/Taxi/Accessible Taxi

Please arrange your transportation home before you are discharged. The hospital cannot hold your bed to accommodate delayed travel arrangements. Please note: If you arrived at the hospital by ambulance you will be asked for payment at the time of registration. If you are unable to pay then a bill will be mailed to you, payable to William Osler Health System. It is the hospital’s responsibility to collect ambulance fees on behalf of the Ministry of Health and Long-Term Care.

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Are We Meeting Your Needs? As an organization committed to providing the best possible care to all our patients, it is important for us to know what your hospital experience was like. A “Patient Questionnaire” may be mailed to you at home after your discharge from hospital. Your comments are very important to us as they will help us to monitor the quality of our services and provide ideas on how to improve our patient care. If you have any concerns about your care we encourage you to discuss these directly with the manager or director of the service concerned or contact the Patient Relations office at (905) 494-2120 extension 56565. You can also write to: Patient Relations William Osler Health System 2100 Bovaird Drive East Brampton, Ontario L6R 3J7 Immediate feedback can also be provided through the “Are We Meeting Your Needs?” patient opinion cards that are available on your unit and in public areas.

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Special Care Needs Some patients will require further care at home after discharge from the hospital. The hospital works in partnership with many community agencies and home care can be arranged before you leave. If you feel that you may need care at home, please be sure to discuss this with a member of your health care team.

Who Will Decide About Your Care?

Your doctor will write a discharge order when you are ready to go home or move to another type of care. There is a team of people here to work with you in assessing your future needs. The social worker/discharge coordinator will be your contact with the team. He/she will ensure that you are involved in all decisions. These decisions will be about going home or going to another setting. If you have questions or concerns about your discharge plans, please ask to speak with your social worker or discharge planner.

Alternate Level of Care Some patients may only be remaining in hospital because they are waiting for placement in an alternate care setting such as a nursing home, chronic care facility, rehabilitation facility, retirement home, or a home care program. These patients have finished the acute care phase of their treatment and are designated as requiring an Alternate Level of Care (ALC). The Ministry of Health and Long-term Care applies a co-payment charge to some ALC patients, specifically those waiting long-term care or chronic care placements. The copayment charge is a daily fee that contributes toward the cost of accommodation and meals while waiting in hospital for longer-term arrangements. The fee will start on the day that you are designated as an ALC patient. You will be informed of the implementation of these charges by the discharge planner and the Finance Department will bill you for the co-payment. As an ALC patient you will be asked to select up to three facilities appropriate to your long-term care needs. When choosing nursing home placement, if a bed in your preferred long-term care facility is not immediately available, you will also be asked to make an interim/temporary selection in a facility that has an available bed. In this case, your position on the waiting list(s) of your preferred facilities will be maintained. As well, at any time after you leave the hospital, you may review and change your facility choices. You may be asking “Why can’t I, or my family member, remain in hospital to wait for my preferred facility choice?� The answer is one of bed availability. The longer people wait in the hospital, the fewer beds are available for our acutely ill patients who then will wait longer on stretchers in the Emergency Department. This backs up the department and limits our ability to treat Emergency cases. If your health care team determines that you require long-term care, this will be discussed with you and your family. We do understand that applying for and waiting for a long-term care facility bed is a difficult time for you and your family.

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If you have questions or concerns about your discharge plans, please ask to speak with your social worker or discharge planner. If you need to apply for a reduction in the co-payment fee, ask to speak to a discharge planner or contact the Finance Department (extension 56851) for additional information.

Community Support Services After your discharge, you may need to contact additional health care resources in the community. Here are some names and phone numbers that you may find helpful: Community Care Access Centres (CCAC) Website: www.ccac-ont.ca Central West.............................................1-888-733-1177 or (905) 796-0040 (North Peel, Caledon, Dufferin County, North Etobicoke, Bolton, Woodbridge) Central......................................................1-888-470-2222 or (905) 895-1240 (North York, Region of York)

Mississauga - Halton................................(416) 626-2222 (Halton Hills, Milton, Mississauga, Oakville)

Toronto Central........................................1-866-243-0061 or (416) 506-9888

For CCAC services in your area visit www.ccac-ont.ca or speak with your discharge planner.

Peel Health TOGETHER for HEALTH Regional Municipality of Peel Main number: (905) 791-7800 Health Line Peel: (905) 799-7700 Web site: www.peelregion.ca/health/ Peel Health, your regional public health department, offers a wide range of health services to ensure residents and those who work in Peel can obtain credible information on preventing illness and improving the health of our community.

Telehealth Ontario For health advice 24 hours a day, 7 days a week 1-866-797-0000 TTY: 1-866-797-0007

Trillium Gift of Life Organ and tissue donation for transplantation is a critical component of our healthcare system. Not only does organ and tissue donation improve the lives of thousands of people each year, it saves lives. It also provides families the opportunity to honour a loved one’s wish to donate.

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You may find the topic of organ and tissue donation an uncomfortable one to think about, let alone make a firm decision about. But keep in mind that when someone suddenly passes away, the family is often faced with this difficult decision at the worst of times. Things can be made a little easier if the family is aware of the wishes of the organ and tissue donor. Knowing that their loved one’s final wishes were carried out, and helped to save lives in the process, can be a great source of solace. For more information please contact Trillium Gift of Life Network at 1-800-263-2833 or visit their website at www.giftoflife.on.ca.

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People Here To Help You Patient Care Team Your patient care unit is managed by a patient care manager, a corporate program director, a medical chief and an experienced multi-disciplinary team of health care professionals. Various members of the team may be involved in your care depending on your needs and wishes. The team may include: • Physician • Chaplain • Discharge planner • Infection control practitioner • Pharmacist • Recreation therapist • Social worker • Volunteer

• • • • • • • •

Nurse Dietitian Ethicist Occupational therapist Physiotherapist Respiratory therapist Speech language pathologist Personal support worker

Should you have a question or concern about your hospital stay, please do not hesitate to contact the patient care manager of your unit or any member of your health care team. Members of the patient care team are available to meet with you and your family to discuss any question you might have about the care that is being provided.

Your Family Doctor While you are in hospital, a doctor with privileges at William Osler Health System will coordinate your care. Your family doctor will receive information about your hospital stay as part of the health care team. This means your personal physician will be better able to provide you with ongoing care after your discharge. If you do not have a family doctor and are looking for one in the area, you may call the Medical Staff Office at extension 58687 for a list of local family doctors considering new patients. Or you may visit the hospital’s web site at www.williamoslerhs.ca. Information is also available through the College of Physicians and Surgeons of Ontario at www.cpso. on.ca. The Government of Ontario has introduced Health Care Connect to help people find a family doctor. To register with the program please call 1-800-445-1822. Please have your Ontario Health Card ready.

Spiritual and Religious Care Spiritual and Religious Care has two staff chaplains helping to provide support for the diverse spiritual and religious needs of our patients, families and staff. They are members of the Canadian Association for Pastoral Practice and Education – a national, multi-faith organization committed to the professional education, certification and support of people involved in pastoral care. Our staff chaplains can be a source of support if you wish to use your spirituality to help you cope, are feeling anxious or discouraged, have specific religious needs (e.g. prayer, www.williamoslerhs.ca

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customs at birth or death, sacramental support), want to discuss how spiritual well-being relates to overall health, are far from home, and/or you are experiencing loss or grief.

To receive support from Spiritual and Religious Care, please ask your caregiver to: • Contact the staff chaplain (Monday to Friday, 8:30 am – 4:30 pm) • Contact the On-Call Spiritual and Religious Care Provider (any other time)

If you want support from your own faith community and have someone to contact, then you can do so. If you have no one to contact, the following services are available by speaking with your caregiver: • On-Call Roman Catholic Priest to provide the Sacrament of the Sick (formerly ‘last rites’) to Roman Catholic patients on an urgent or as-needed basis • Visitation from a representative of the Christian, Jehovah’s Witness, Muslim or Sikh communities • Assistance with contacting another faith group A Multi-faith Chapel is also available for patients and families. It is located on the Second Floor of the South Building, Room S.2.262, next to the Leaf elevators.

Ethicist An ethicist is a person who has been educated and trained to assist with ethical problems that arise in health care settings. The Ethicist is a resource for patients and families who are faced with difficult ethical issues and may be asking “what should we do” or “what is the right thing to do?” Patients and family members are free to contact the Ethicist at Ext. 50101 to arrange for a consultation.

Diversity Services Our Vision: To create an environment where all people value inclusiveness, respect, equity and access. We at William Osler Health System recognize that health care is more than treating a disease. It is also about understanding, respecting and caring for all people, regardless of race, ethnicity, age, gender, religious and spiritual beliefs, language, physical/mental disability, sexual orientation, socio-economic status. Our experienced staff can help reduce cultural barriers for patients and their families while in hospital. They liaise between patients/families and William Osler Health System’s clinical and support services staff, and provide educational and emotional support in a language and culturally appropriate manner. Interpretation and translation services are available in Hindi, Italian, Portuguese, Punjabi, Spanish, and Urdu. Patients and families may contact Diversity Services at Ext. 50101 to arrange for assistance.

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Patient Relations The Patient Relations Manager:

• Is available to all patients, families and community members who have questions, compliments, or concerns. • Listens to your concerns and facilitates the handling and resolution of the concerns with physicians, management and staff of the unit. • Utilizes customer/patient feedback to improve processes to enhance the quality of care, not only for the patient raising a complaint, but also for improvements to care for patients in the future.

The Patient Relations Manager can be reached by phone Monday through Friday from 8:00 a.m. to 5:00 p.m. at Ext. 56537. If, for whatever reason, you have a concern about your hospital stay or treatment, please feel free to discuss it with the patient care manager of your unit. However, if you would prefer to discuss issues with someone not directly involved in your care, you may prefer to visit the office of the Patient Relations Manager, located near the main lobby area of the hospital.

Social Workers Hospitalization can often be a stressful and uncertain time. You and/or your family may find it helpful to speak with a social worker who can provide support, counseling and education to help you adjust to your hospitalization, and cope with the changes you may be experiencing to your health, lifestyle or independence. The Social Worker is also available to assist with financial concerns created by your illness by connecting you with external agencies and programs that may address income replacement and medication expenses. To speak with a social worker simply advise your nurse or doctor.

Volunteers Brampton Civic Hospital has nearly 700 volunteers, both adults and students, actively assisting in many departments throughout the hospital. Volunteers are members of our community. Their goals include patient well-being and raising funds for much needed medical equipment for the hospital. If you would like information about volunteering, please call the Volunteer and Community Resources Department at Ext. 58333.

Public and Community Relations If you would like to learn more about William Osler Health System’s programs and services, please visit the Information Centres located throughout the hospital. There, you may pick up copies of our publications. Please contact the Communications and Marketing Department Monday through Friday from 8:30 a.m. until 4:30 p.m. at extension 59940 for any other inquiries. You may also access information through the hospital’s Community Contact Line at Ext. 50200. Or visit our web site at www.williamoslerhs.ca. www.williamoslerhs.ca

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Preparing for the Birth of Your Baby The Obstetrical Services team at Brampton Civic is committed to providing high quality care and choice to our clients. A continuum of care is offered to our patients, from prenatal information, to postnatal support in a family-centred approach. Our goal is to provide an environment that promotes choice of birth experience including birth plans and the presence and support of family members from the start of labour to the birth of your new baby. The first contact with the hospital will be made through your obstetrician, family doctor or midwife who will deliver your baby. They will give you information about delivering your baby at Brampton Civic Hospital. We strongly recommended that your first contact with the hospital be made as soon as possible, after the first three months of your pregnancy. You may be referred by your doctor or you can make the call on your own. This can be done by contacting the Obstetrical Outpatient Clinic at (905) 494-6790. If you do not have a family doctor, please refer to page 37 for tips on how to find a doctor in your community. The Obstetrical Outpatient Clinic will provide information and services to help you prepare for the birth of your baby, including preregistration, health/history assessment, prenatal class information and community connections for pre and postnatal care, connections to hospital services (including a tour of the Labour and Delivery Unit), and obtaining a temporary and permanent Ontario Health Card for your baby. We look forward to meeting you and your family and participating in your birth experience.

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Here for you... caring for you


How To Get Emergency Medical Care If you have a medical emergency, go to the Emergency Department. While it’s very busy and long waits are common, if you have the most serious condition, you will be seen first. If you have any doubts, don’t hesitate to call 911. The ambulance paramedics will respond quickly and take you to the Emergency Department where you will receive the appropriate care. If you’re not sure if it’s an emergency, call Telehealth Ontario at 1-866-797-0000 for free access to registered nurses who will help with any health-related question. Telehealth Ontario and full service Emergency Departments are open seven days a week, 24 hours a day. When coming to the Emergency Department, please remember to bring your Ontario Health Card along with a supply of your prescription and non-prescription medications including vitamins and herbal remedies. Also bring your extended health insurance information in case you are admitted to hospital.

We appreciate your patience! Patients are seen by a doctor based on order of need, as assessed by our registered triage nurses. It is not first come, first served. Our dedicated staff will give you the best care we can and will try to see you as soon as possible.

If your condition is not urgent… Consider making an appointment with your doctor to avoid a long wait in the Emergency Department. If you do not have a family doctor or your family doctor is not available, check the Yellow Pages (under Clinics – Medical) for urgent care centres or walkin clinics in your community that offer extended, after-hours and holiday service for non-urgent medical care. Also consider checking the Ministry of Ontario’s new Know Your Health Care Options website www.ontario.ca/healthcareoptions to find the nearest walk-in and after-hours clinics, urgent care centres, family health teams, general practitioners and emergency rooms by typing in your postal code.

It Helps to Be Prepared! • Ask your doctor’s office about back-up coverage, after-hours clinics or on-call service. • Update all emergency telephone numbers and post them in a visible place. • Keep first aid supplies handy. • Make sure everyone in your family has enough of their prescription and nonprescription medications, needles, alcohol swabs, etc. • Know where the nearest 24-hour pharmacy is located. • Ensure your house number is well lit after dark. Remind visiting family members to bring their Ontario Health Card or their health insurance information.

www.williamoslerhs.ca

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Brampton Civic Hospital Urgent Care Centre Treatment for non-life threatening illness or injury Two types of emergency care are now provided at Brampton Civic Hospital. In addition to the 24 hour, full service Emergency Department, an Urgent Care Centre is open to the public every evening. The Urgent Care Centre is located within the hospital near the Emergency Department and will provide prompt medical attention for non-life threatening illnesses and injury. Hours of Service: 11:30 a.m. to 10:30 p.m. 7 days a week Patients should park in Lots 1, 7 or 8 and enter through the Emergency entrance located at the southwest corner of the hospital. Follow the signs to the Urgent Care Centre located in the front area of the hospital by the big windows. .

What Care Do You Need? URGENT Care Go to the BCH Urgent Care Centre for non-life threatening treatment of: • Broken bones, sprains, dislocations • Sports injuries • Cuts that may need stitches • Minor burns • Ear, nose and throat problems • Coughs and colds • Insect bites, allergies • Skin rashes, infections • Workplace injuries If the BCH Urgent Care Centre is closed, please proceed to the Emergency Department if you are unable to see your family doctor.

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EMERGENCY Care Go to the Emergency Department if you are seriously ill or injured, or have a life-threatening condition such as: • Chest pains (especially if you have a history of heart problems) • Shortness of breath • Severe abdominal pain • Dizziness • Stroke symptoms • Major injuries • Mental health issues • Any serious condition you feel may be worsening CALL 911 If you have severe chest pain, signs of stroke or severe breathing problems, call 911 for immediate care.

Here for you... caring for you


090312-1247:090312-1247

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2:42 PM

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IMAGINE... Doing the work you love... When you want it! Become an RN with our Clinical Resource Team, where your clinical expertise is

Valued and Appreciated

Beyond a job. A career that impacts lives every day At Brampton Civic and Etobicoke General, we are a part of the Osler family of caring professionals who live our value statement each day – Here for you… caring for you. We are committed to providing compassionate and high quality evidence based care in a healthy work environment.We serve a multicultural community and believe that families are an important part of enhancing patient well-being.

Why you should join our team: • Flexible scheduling • Opportunity to learn and be engaged in a variety of clinical programs and Corporate Initiatives • Mentorship opportunities to develop through leadership and support from our Professional Leaders Let William Osler Health System become your employer of choice. This is your opportunity to build your career in a progressive organization where opportunities abound. For more information on this great opportunity, visit:

www .william osler hs. ca www.williamoslerhs.ca

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Community Supporters William Osler Health System is grateful to all the advertisers who have contributed towards the production of this directory. However, an advertisement in this publication does not imply an endorsement by William Osler Health System.

Accommodations

Mastectomy Products

Monte Carlo Inns.....................................50 Motel 6.....................................................53 Sheridan Residence & Conference Centre.......................................................51

MNL Mastectomy....................................45

Acupuncture

Psychotherapy

Medical Equipment & Supplies Silver Cross..............................................51

Brampton Wellness Centre......................47

Break Free Family Centre........................45

Audiology/Hearing Aid Services

Retirement Communities

Bolton Audiology.....................................48 Brampton Audiology................................48

Woodhall Park Retirement Village..........52

Senior Citizens Services

Community Services

Peel Senior Link.......................................48

Brampton Meals on Wheels.....................52

Cremation Services

Social and Human Service Organizations

Meadowvale Cemetery & Visitation Centre..................................48

Canadian Red Cross.................................53

Dental Services

Taxi Services A-1 Taxi....................................................45

Dr. Terry Papneja & Associates............... Outside Back Cover Sterling Dental.........................................50

Family Counselling Services Break Free Family Centre........................45

Funeral Services

Wellness Centre Brampton Wellness Centre......................47

Wigs Caplilia - Debbie’s Wigs...........................53 Essential-Hair...........................................51

Bernardo Funeral Home...........................45

Hearing Aids Brampton Hearing Aid Services..............49

Home Health Care Services Canes Community Care...........................46 Extendicare Brampton.............................53 Home Care Assistance.............................49 Home Instead Senior Care.......................48 Central West CCAC.................................46

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2011.2

Information & Referral Services

Here for you... caring for you


BREAK FREE FAMILY CENTRE Speak to your

body and mind

and tell it to be patient Break Free Family Centre will give you the hope that comes after breaking free from the bondage of drug addiction and/or alcoholism through a confidential relationship. OUR SERVICES:

Adolescent Counselling • Addictions Counselling • Individual and Couple Therapy • Family Therapy • Pre-Marriage And Marriage Counselling • Assessment • Anger Management • Crisis Intervention Counselling • Brief Counselling • Telephone Counselling • Therapy Group Sessions Unit #8, 2001 Albion Road, Etobicoke Ontario M9W 6V6 Phone: 1-416-241-9191 • Toll Free: 1-800-808-6987

www.breakfreefamily.org

2960 Dufferin Street South of Lawrence

416-789-7661 Frank Bernardo Domenic Ferro

855 Albion Road East of Islington

Rosa Alvarez

CMF • CERTIFIED FITTER • Bras • Prosthesis • Compression Stockings

416-747-7231

Barry A. Clements Gabriele Venditti

www.williamoslerhs.ca

BY APPOINTMENT ONLY

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The Central West Community Care Access Centre (CCAC) connects people with the quality health care they need, when and where they need it. Our caring and knowledgeable staff: • Connect thousands of people each year with the care and support they need following injury, illness or the complications of age or disability • Arrange for and coordinate the provision of nursing, rehabilitation and supportive care to people of all ages • Help our clients live as independently as possible • Facilitate access to long-term care homes so that those no longer able to live on their own can be cared for in a comfortable, homelike environment • Help clients navigate the healthcare system, acting as a vital link to the health supports, services and resources they need CCAC advice and services are covered by OHIP. Call us today to discuss your needs.

1-888-733-1177 / www.cw.ccac-ont.ca Hospital Directory Ad.indd 1

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11/04/2011 4:26:02 PM

Here for you... caring for you


www.williamoslerhs.ca

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Pauline Tough is just such a person. To

discuss your cemetery and funeral preplanning needs, call Pauline for a free consultation.

& Visitation Centre

www.mountpleasantgroup.com/?ptough

www.homeinstead.com/3019

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Here for you... caring for you


After your medical procedure, surgery, or illness, you can trust Home Care Assistance caregivers to ensure you have a smooth transition from hospital or facility to your home. We offer the highest quality and most reliable caregivers expertly matched to help with your specific needs. During recovery, our caregivers are by your side every step of the way, ensuring that all doctors’ recommendations and prescribed protocols are followed. • Fast response, Hourly or 24/7 Live-in Assistance • Transportation to doctors’ appointments, physical therapy or running errands • Medication reminders • Meal preparation to maintain proper nutrition • Assistance with range of motion exercise to help regain mobility • Help with bathing, dressing and personal hygiene • Companionship and activities to relieve boredom, anxiety and depression • Alzheimer’s, Parkinson’s & Dementia Care

To speak with a care manager please call:

905-337-1200 1-866-454-8346 www.HomeCareAssistance.com

www.williamoslerhs.ca

www.BalancedCareMethod.com

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www.sterlingdental.com

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Here for you... caring for you


Affordable Accommodations ASK ABOUT OUR LOW MONTHLY RATES!

stayrcc.com 1-877-225-8664

• Two spacious guest bedrooms, each with double beds • Kitchenette with microwave and fridge • Private three-piece bathroom • Cable television, air conditioning, Internet access • Lounges and games area • Outdoor patio with barbeque • On-site laundry and kitchen facilities

Sheridan Residence & Conference Centre Contact Information: Davis Campus | 7897 McLaughlin Road, Brampton T (905) 874-4393 | E dcarroll@stayrcc.com Trafalgar Campus | 1410 Trafalgar Road, Oakville T (905) 815-4150 | E dcarroll@stayrcc.com

www.williamoslerhs.ca

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Peel Manor 525 Main Street N Brampton, ON L6X 1N9

Meals delivered to your home by friendly volunteer drivers, Monday to Friday.

Meals include soup, entrĂŠe and dessert at a cost of $5.25 each. Meals On Wheels has operated in Brampton since 1963.

www.bramptonmealsonwheels.com

(905) 453-4140, Ext. 3720

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We are a Non-Profit Community Support Service

Here for you... caring for you


Your scalp is talking to you? are you listening? Hair Loss Prevention and Scalp Health Nonsurgical Hair Replacement Solution for Chemotherapy 2250 Bovaird Drive E., Brampton (beside Brampton Civic Hospital)

t. 905.488.7887 toll-Free 1 866 922.7454 BY APPOINTMENT

160 Steelwell Road Highway 410 at Steeles Avenue

Starting from $57.99 + Tax

capilia.ca

Microfollicular Hair Transplant

HELP is here.

The Canadian Red Cross Health Equipment Loan Program (HELP) loans medical equipment on a short-term basis. For more information:

416-236-3180

www.redcross.ca/toronto EquiPPEd for indEPEndEncE

OTHER LOCATIONS: Whitby: 905-665-8883 Burlington: 905-331-1955 Mississauga: 905-814-1664 Studio 6: 905-502-8897

HELPadRedCross.indd 1

11-08-24 12:11 PM

Brampton

Center of IT Innovation 7891 McLaughlin Road, Brampton ON, L6Y 4W3

Phone: (905) 451-3313 For Motel 6 reservations call 800-4-MOTEL6 (800-466-8356) www.motel6.com www.williamoslerhs.ca

Book your tour by calling: 905-459-4904 or visit: www.extendicarecanada.com/brampton

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Your Health Care Be Involved

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

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www.oha.com

Here for you... caring for you


Not just printing... We are your full service web design, printing, and custom publishing company! We produce over 220 publications per year, including patient directories for hospitals across North America, VON Community Health Guides, tour books and many other specialty publications.

E-mail or give us a call and see what we can do for you! See this publication and others at

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www.williamoslerhs.ca

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Brampton Civic Hospital William Osler Health System Patient Services Directory