WELCOME TO CKHA
Welcome from CKHA
Dear Patients, Caregivers and Families,
Welcome to Chatham-Kent Health Alliance (CKHA). Your health and well-being are our top priorities, and we are committed to providing exceptional care in a compassionate and supportive environment.
This guide, created in collaboration with the Patient Experience & Community Advisory Council (PECAC), is designed to help you navigate your stay. It includes key information about our services, your care team, and what to expect.
If you have any questions or need assistance, please do not hesitate to reach out to any staff member.
We value your feedback as we strive to improve your experience and uphold our mission, vision, and values.
Adam
President & Chief Executive Officer
Sheila Satchell, Chair, Patient Experience & Community Advisory Council Chair
Topp,
Mission, Vision, Values
Who We Are
Chatham-Kent Health Alliance (CKHA) is a 200+ bed community hospital, equipped with state-of-the-art facilities and technologies. Formed in 1998, CKHA is committed to core service excellence, top-flight operational performance and to becoming a facility of choice in Southwestern Ontario.
With sites in Chatham and Wallaceburg, CKHA is designated as a schedule one facility under the Ministry of Health and Long-Term Care and looks after for tens of thousands of inpatients, outpatients and emergency patients annually.
Statistics
DIALYSIS VISITS
MRI EXAMS
BABIES BORN
DIABETES EDUCATION CENTRE VISITS
MENTAL HEALTH OUTPATIENT VISITS
STROKE PREVENTION CLINIC PATIENTS
CHEMOTHERAPY ONCOLOGY VISITS
Contact Information
• Phone number: 519.352.6400
• Website: www.ckha.on.ca
• Social Media: @ckhamedia
Chatham Site
80 Grand Avenue West, Chatham Ontario, N7M 5L9
Wallaceburg Site
325 Margaret Avenue, Wallaceburg Ontario, N8A 2A7
Patient Rights & Responsibilities
CKHA’s Patient Rights & Responsibilities is a list of values which was developed in partnership between the organization and patients and families. The values reflect what is important to the community and team members when receiving and providing care.
As a patient, you have the right to:
• Be treated with respect, dignity and independence
• Effective communication, information and education
• Be fully informed about your treatment options
• Make an informed choice and give informed consent to your treatment
As a patient, you are responsible for:
• Actively participating/partnering in your care
• Communicating with your health care team
• Treating others with dignity and respect
• Keeping yourself and everyone safe
Patient Experience Advisors
Patient Experience Advisor volunteers are individuals with lived experiences as patients or care partners of patients at CKHA. They represent the diverse population of Chatham-Kent and use their lived experiences and ideas to enhance the patient experience at CKHA. Patient Experience Advisors are invited to participate in quality improvement initiatives, working groups, councils and committees, leadership interviews, review communication materials (including posters, brochures and signage), share knowledge at new employee orientation and share their stories and experiences throughout the organization.
The Patient Experience Office is actively seeking volunteers to join the Patient Experience Advisor Team. Patients and care partners who are interested in this volunteer position can apply online at: https://www.ckha.on.ca/patient-experience/#advisors.
Maps & Parking
Chatham Site
• Main Entrance: Monday - Friday 6:00 a.m. - 8:00 p.m. After hours, please enter through the Emergency Department.
• Emergency Department: Open 24 hours a day, 7 days a week.
• South Entrance: Monday - Friday 8:00 a.m. - 8:00 p.m. After hours, please enter through the Emergency Department.
• North Entrance: This is employee-access only.
• Ambulatory Care: Monday - Friday 6:30 a.m. - 7:15 p.m.
After hours, please enter through the Emergency Department.
• Ambulatory Care Weekends & Holidays: 7:15 a.m. - 7:15 p.m. After hours, please enter through the Emergency Department.
Wallaceburg Site
• Main entrance hours of operation: Monday - Sunday 6:30 a.m. - 9:00 p.m.
• Emergency Department: Open 24 hours a day, 7 days a week.
Parking Information
Chatham Site
• Specialty parking spots are available within the main parking lots (including accessible spots and spots for dialysis patients).
• CKHA offers the option to pay for parking hourly or to purchase a multi-day parking pass for any of our five Patient and Visitor lots. There are also a number of metered spots on and around the hospital property.
• Multi-day parking passes are available for purchase at the parking office located in front of the hospital adjacent to the visitor lot.
• Monthly parking passes: Available at main entrance admitting office.
• Patient and visitor parking lots are located in front and behind the hospital with the parking fee collected upon entrance at pay and display kiosks. Users place the paid permit on their car’s inside dashboard.
Wallaceburg Site
Your Stay
What to Bring:
• Your Ontario health card (or equivalent).
• Insurance card (or information). It is important to know what coverage you have.
• Toiletries and personal items such as a toothbrush, toothpaste, comb, brush, feminine hygiene products, shaving supplies, facial tissues, soap, shampoo, denture cup, sleepwear and/or slippers with rubber soles.
• Personal assistive devices such as eyeglasses, hearing aids, dentures, mobility aids (such as walkers and canes), etc.
• A list of medications you are currently taking, including prescription medications and non-prescription medications or recreational substances.
• Please take special care to label your personal items with your name when possible so that if they are misplaced, they can be returned to you.
• If you notice your personal property is missing, please report it immediately to a member of your care team.
• Bedside Phones: Bedside telephones are available in most rooms and local calls may be made at no cost to you. Simply dial ‘9’ and the local number. To place a long distance call, please dial ext. 6299 and the operator will assist you. You must call collect or bill your home number to use your personal long distance calling card. To place a call inside either site of CKHA, dial the 4-digit extension number.
• WiFi: CKHA is pleased to offer free WiFi at both sites through the network “Guest”. Guests who leave the hospital should check their settings to confirm that they are fully connected upon return. There is no guarantee of WiFi access at both sites.
Partnering In Your Care
Participating in your Care: One of the contributing factors to receiving the best healthcare is to be an active member of your care team. This means taking part and being involved in every decision about your care. This also means asking a member of your care team if you have questions so that you can make informed choices. It means coming prepared for your medical treatment, knowing what to do when you get home, and involving your care partner(s) to ensure you are receiving the support you need.
Communicating Test Results and Diagnoses: During your admission your doctor may order a variety of tests. The test results will help to inform your diagnoses and potential treatment plans. Test results must be communicated to you by your doctor. The other members of your care team (such as your nurse, social worker, physiotherapist, and others) can help to answer any questions you may have after the doctor has shared the results with you.
Shift Change: Nursing staff typically work 12-hour shifts, 7:00 a.m. - 7:00 p.m. and 7:00 p.m. - 7:00 a.m. Shift change occurs at 7:00 a.m. and 7:00 p.m. daily. During shift change you will be introduced to your new nurse, and important information about your condition and/ or needs will be communicated from nurse to nurse. Please help us in ensuring important information is communicated during shift change.
Informed Consent: You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing, make sure you know and understand the benefits and risks. This is informed consent. If you have any questions or would like additional information before signing, talk to your doctor. You have the right to refuse treatment. You also have the responsibility to disclose all symptoms and changes in your condition to your care team and to follow their instructions regarding treatment.
Advanced Care Planning: You are also urged to consider Advance Care Planning. For more information about advance care planning, speak to your health care provider or visit www.advancecareplanning.ca. Advance Care Planning can help you set in place a:
• Substitute Decision Maker (SDM) - A person who is authorized to give consent and make treatment decisions on your behalf if you become incapable.
• Power of Attorney for Personal Care – This document allows you to choose in advance your Substitute Decision Maker (SDM) for personal and health care choices.
• Conversation with your SDM and health care providers about your values and wishes regarding life-sustaining treatment.
If you have any documentation about your wishes or have named a Substitute Decision Maker or Power of Attorney for Personal Care, please provide a copy to your care team for your chart.
Your Identification: As a patient, you will be given a hospital ID bracelet. Please check to make sure the information on your bracelet is correct –name, date of birth, etc. Please always wear your bracelet. If it comes off, please ask your care team for a new one. The members of your care team will ask you your name and date of birth before any test, procedure or surgery is performed, and before any medication is given. They may also scan your arm band. Your care team does this to reduce mistakes and keep you safe.
Medications: Please bring all of your medications with you when you come to the hospital, including all prescription and non-prescription
Preventing Falls: Falls may occur when patients try to get out of bed on their own, and/or while trying to get to the bathroom. You can prevent falls by:
• Asking for assistance from nursing staff if you have been instructed to (especially at night)
• Getting to know your environment, where to find the call bell, the bathroom, etc
• Helping staff keep your hospital room free of clutter and asking for help to clean up spills
• Wearing footwear with rubber soles to prevent slipping.
• Making sure that you have adequate light to see. If you wear glasses, keep them within reach
• Working with nursing staff to schedule time to use the bathroom. Some medications may cause you to go to the bathroom more often
• Working with your therapy team to improve your balance and strength
• Using your cane or walker (if you use one), at all times, even if you are only going a short distance
Preventing Delirium: Many things can cause delirium, such as an infection, medications, or not drinking enough water. In some cases, it takes only one thing to set it off. Other times, a mix of things can bring it on. Once you know the common causes, you can try to prevent delirium by:
• Drinking plenty of water or other liquids
• Eating well
• Staying comfortable and letting your care team know if you are in pain
• Spending time with people you recognize and who comfort you
• Using your eyeglasses, hearing aids, or dentures
• Getting enough sleep at night
• Using the bathroom when needed, if possible
• Getting up and walking, if possible
Preventing Pressure Injuries: Pressure injuries are also commonly known as ‘bedsores’ and are injuries to the skin that are due to prolonged pressure, friction or shearing. Pressure injuries most often present on the skin of the heels, ankles, hips and tailbone. You can work to prevent pressure injuries by:
• Informing your care team if you have previously experienced a pressure injury and if you have any concerns about your skin during your stay.
• Moving or repositioning often (with assistance). If it is safe to do so, try lowering the head of your bed for periods of time. Working with your therapy team or eating your meals in a chair may also help. Staying in one position for too long increases your risk of developing a pressure injury.
• Eating and drinking. Nutrition and hydration are important. Talk to your care team if you are concerned about your food or fluid intake. A dietician can provide additional support if needed.
• Keeping your skin clean and dry. Let your nurse know if you need assistance with washing, toileting or if your brief needs to be changed.
Third
Party Providers: CKHA respects the rights of patients/Substitute Decision Makers (SDMs) to have the option to privately employ Regulated Health Care Providers (RHCPs) and Unregulated Health Care Providers (UHCPs) to supplement the health care services provided by CKHA staff. It is the patient/SDM’s responsibility to hire the privately employed care provider. Please speak with your healthcare team for further information and requirements if you are considering using a third-party provider.
Information for Loved Ones
Care Partners: Care partners are distinct from casual visitors and may be family, close friends or other support people who provide critical and often ongoing personal, social, psychological and physical support to a patient. CKHA recognizes that care partners can improve the safety, care and well-being of our patients. Please work with your care team to identify your care partner(s) and how you would like your care partner(s) to be involved in your care.
Visiting Hours: Visiting hours are 8:00 a.m. - 8:00 p.m. throughout the hospital and 2:30 p.m. – 8:00 p.m. on the In-Patient Mental Health Unit. Individuals visiting the In-Patient Mental Health Unit must be 14 years or older. Exceptions will be considered on a case-by-case basis.
Visiting After Hours: For visitors or care partners supporting patients outside of typical visiting hours, please enter through the Emergency Department and speak to a security guard. The security guard will ask for the name of the patient and will call the unit.
Hotels & Accommodations: The following hotels offer special rates to patients and families of CKHA.
Reservations can be arranged by phoning 519.351.1100.
Reservations can be arranged by phoning 519.352.5500.
Pet Visitors: Visitation with family pets (cats or dogs) is a recognized therapy that enhances and promotes patients’ recovery process. For the safety, health and comfort of all patients, CKHA’s policy requires management approval, advance notice, proof of up-to-date immunization, and pet hygiene guidelines. Please speak with a member of your care team if you would like to arrange a visit with your pet.
110 Richmond Street, Chatham
575 Richmond Street, Chatham
Holiday Inn Express Comfort Inn
ECards: Friends and loved ones can let you know that they are thinking about you by sending an eCard. Visit www.ckha.on.ca and click on “Send an eCard”. This free service is available to anyone who is currently an inpatient at CKHA. Cards are printed and distributed by CKHA volunteers (note that delivery time is subject to availability).
Supports for Care Partners: The Ontario Caregivers Organization (OCO) is dedicated to supporting the 4-million care partners who live in Ontario. The OCO offers counselling, webinars, peer support programs, e-learning, and more. To access these resources or to learn more, please visit https://ontariocaregiver.ca/.
Nutrition Services
Your meal orders will be taken daily. If you have special food requests, please call ext. 6659. This extension is monitored from 5:00 a.m. - 8:00 p.m.
Meal delivery times are:
• Breakfast: 7:30 a.m. - 8:15 a.m.
• Lunch: 11:30 a.m. - 12:15 p.m.
• Dinner: 4:30 p.m. - 5:15 p.m.
On Site Services
Gift Shops
Our gift shops offer a variety of items for your convenience. The gift shops are located near the main lobby at both sites and are operated by volunteer auxiliary groups.
• Chatham Site: Boutique Grand (Floor 1R next to Tim Hortons), 10:00 a.m. - 4:30 p.m. Monday - Friday
• Wallaceburg Site: Serendipity Gift Shop (Floor 1 next to main entrance), 10:00 a.m. - 5:00 p.m. Monday - Friday
Food Services
• Café Grand: Café Grand is located at the Chatham Site and is open Monday - Friday from 8:00 a.m. - 2:00 p.m. Menus can be found in the cafeteria.
• Vending Machines: There are vending machines available at both sites, subject to availability.
• Tim Hortons: Tim Hortons is located at the Chatham Site and is open 7 days a week from 6:30 a.m. - 8:30 p.m. This Tim Hortons location has a limited menu of baked goods, drinks and select sandwiches.
• Subway: Subway is located at the Chatham Site in Cafe Grand and is open Monday - Friday 8:00 a.m. - 8:30 p.m. and weekends 9:00 a.m. - 8:30 p.m.
• Elston Pharmacy is open Monday - Friday from 9:00 a.m. - 5:00 p.m.
ATMs
• There is an Automated Teller Machine available near the lobby at the Chatham Site.
Elston Pharmacy
Support Services
Emotional & Spiritual Support: If you would like a visit from members of your own faith community, we encourage you or a family member to contact them or ask the Spiritual Care Provider to do so. CKHA has an in-house Spiritual Care Provider available Monday – Friday from 8:00 a.m. - 4:00 p.m. at ext. 6641.
Reflection Space: Reflection Spaces are dedicated spaces available to patients and families for quiet reflection and to express spiritual and religious practices or needs. These spaces are shared and are available 24-hours a day, seven days a week. The Reflection Space at the Chatham Site is located off the main lobby on level M. To access the Reflection Space at the Wallaceburg Site, please ask security or a member of your care team. Please contact the Spiritual Care Provider if you wish to use the Reflection Space for a specific practice or ceremony.
Ethics Consultations: We have an ethics team that consists of staff and volunteers who assist with ethical decision making. An ethicist is available at the discretion of your care team. This service is available to anyone who faces an ethical dilemma or is struggling with making a decision that conflicts with their morals and values. If you or your family is faced with such a challenge, a member of your care team can assist you in accessing the expert advice required.
Indigenous Transition Navigation Services
Indigenous Transition Navigation Services: CKHA’s Indigenous Navigation Services assist First Nations, Métis, Inuit, and Indigenous patients living in urban areas with healthcare navigation. This service supports CKHA patients, families and caregivers in moving through the hospital system and back to the community in a culturally safe way. This service is offered through CKHA’s Indigenous Transition Navigator (ITN).
How do I access Indigenous Transition Navigation Services?
• If you self-identify as Indigenous, First Nation, Métis or Inuit and you are interested in receiving support from the Indigenous Transition Navigator you can speak to anyone on your healthcare team and ask that a referral be made on your behalf.
• You, your family, or caregivers can also call the Indigenous Transition Navigator to request support.
• Having the Indigenous Transition Navigator as part of your care team creates a culturally safer space for you and your family while at CKHA.
Hours of Operations:
• Monday to Friday 8:00 a.m. - 4:00 p.m. (excluding statutory holidays)
Contact Information:
• 519.352.6400 ext. 6589
soiled) are both acceptable ways to clean your hands. Please clean your hands often. We also invite you to ask your healthcare providers if they have cleaned their hands. In the event of heightened infection control measures, visitor restrictions may be in effect. If your loved ones would like to visit but they are experiencing fever, cough, new shortness of breath or vomiting and diarrhea, it is important that they do not visit until they are 24-48 hours without these symptoms. It’s also important that visitors wear any personal protective equipment indicated by the signage outside your door.
Privacy
It is not permissible to photograph, videotape or otherwise record staff, physicians, volunteers or other patients without the written permission of all involved.
Scent-Friendly Environment
Please avoid any scented products such as cologne, aftershave, hair care products, lotions or perfume and highly scented flowers such as lilies, as they can trigger allergic reactions for other patients.
Smoke-Free Policy
Our Chatham and Wallaceburg sites are 100 per cent smoke-free. Provincial legislation prohibits smoking cigarettes and any other smoking product, including e-cigarettes and vapor cigarettes, on hospital property. Please review the site maps to see the smoke-free boundaries or go to www.ckha.on.ca.
Zero Tolerance
CKHA has a zero-tolerance policy for any form of violence, both physical and verbal. Furthermore, no weapons are allowed on hospital property. CKHA is committed to creating a respectful environment for all. A respectful environment for all – a place where we treat one another with respect, dignity and compassion, always.
Students at CKHA: CKHA welcomes hundreds of students enrolled in Medicine, Nursing and Allied Health programs every year. As a result, these students may be a part of your healthcare team. CKHA expects team members, including students, to introduce themselves to patients and families. Patients may choose to not have students involved in their care. Please reach out to a member of your healthcare team if you have any questions or concerns.
Breastfeeding: At CKHA we promote, protect and support breastfeeding. We welcome mothers to breastfeed anytime, anywhere in the facility.
Discharge Planning
Throughout your hospital admission, your doctors, nurses and other health care professionals will work with you and your care partners to coordinate the care and services needed to prepare you to leave the hospital. Your discharge may include follow-up appointments, prescriptions and/or community resources. You are encouraged to share information and ask questions to ensure a thorough and safe discharge plan. Please ask for a copy of any discharge instructions that are important to you.
Transportation Information
Patients and/or their family are responsible to arrange transportation home on discharge. Staff can assist with booking a patient transfer service if needed. It is the responsibility of the patient/family to cover any cost related to transportation. Some transportation providers may require cash payment. If you have a transportation problem that may prevent you from leaving the hospital as planned, please talk to your care team.
Telephone
519.352.6400 ext. 6374
ckphipa@ckha.on.ca
In-Person
To locate the Release of Information Office, enter the Chatham Site through the main revolving doors. A volunteer at the Information desk will be happy to assist you. Hours of Operation: Monday – Thursday from 8:00 a.m. – 3:30 p.m. (closed from 12:00 p.m. – 1:00 p.m.), closed Fridays and Statutory Holidays.
ConnectMyHealth:
ConnectMyHealth is a digital health solution that provides patients with an online, single access channel to view your health records from participating hospitals in Ontario Health West Region. Visit http://info.connectmyhealth.ca to learn more.
Follow-Up Medical Appointments
After discharge from the hospital, follow-up tests or procedures may be required to monitor your health. Some services at CKHA require pre-scheduled appointments.
Patients can pre-schedule hospital appointments through CKHA’s Patient Appointment Office (PAO) by calling 519.437.6012 or toll-free at 1.877.726.2542. When scheduling an appointment with the PAO, please have your health card and signed test requisition handy.
PAO Hours: Monday - Thursday 7:30 a.m. - 4 p.m., Friday 7:30 a.m. - 4:30 p.m.
Patient Billing
As a patient, you are responsible for understanding your healthcare plan benefits (i.e. your provider’s information) and the extent of your coverage (i.e. type of accommodation, such as semi-private or private room). Knowing your healthcare coverage upfront will eliminate billing issues upon your discharge from the hospital.
If you are a Canadian resident and have a valid health card, expenses related to your care are usually covered by the Ontario Ministry of Health (OHIP) or your insurance plan. This includes in-patient supplied food, x-ray, medication, laboratory services, medical and surgical equipment, support services and more.
Registration will have you verify and sign for your preferred accommodation billings for semi-private and private rooms which will be directed to your health insurance company. If your insurance only covers a portion of the cost of a semi or private room, or has a limit on the number of days, you will be required to pay the difference. The ultimate responsibility for payment rests with you. Patients/families are advised that insurance cannot be verified outside of regular business hours.
Please check the terms of your coverage with your employer or insurance company each time you visit the hospital, because coverage can change. If you have signed for your room upon registration, however, after confirming with your insurance company you discover you no longer have coverage, you must notify either Admitting (ext. 6005) or Finance (ext. 6339).
Ambulance procedures, and some procedures and supplies are not covered by OHIP and are the responsibility of the patient. Ontario Disability Support Program and Ontario Works recipients are exempt from ambulance fees. Proof of receipt is required. If you require an extended hospital stay (continuing care or rehabilitation patient or are ready for discharge home or to a long-term care facility), there may be additional charges not covered by OHIP that you will be required to pay.
Upon discharge from the hospital, please take the opportunity to stop by our Cashier’s Office in the main lobby to settle any outstanding accounts such as preferred accommodation fees, service fees, supplies or co-pay. These accounts can be settled using the following payment options:
by online by visiting: https://ipn.paymentus.com/rotp/CKHA This method accepts MasterCard only.
Pay in person by visiting our onsite cashier’s office, located in the main lobby of the Chatham Site (80 Grand Ave West) from Monday – Friday between the hours of 8:00 a.m. – Noon and 1:00 p.m. - 3:30 p.m.
This method accepts Visa, MasterCard, American Express, cash, cheque or debit.
If you have any questions about your invoice, please contact the business office at 519.380.2883.
To contact a program or service provider at CKHA, view the list below. To learn more specifics about the programs and services offered at CKHA, visit www.ckha.on.ca.
In-Patient Nursing Stations: Care partners are invited to call the nursing stations for updates. Shift change typically occurs at 7:00 a.m. and 7:00 p.m. daily. To assist with transitions of care, please avoid calling the nursing station between 7:00 a.m. – 9:00 a.m. and 7:00 p.m. – 9:00 p.m. when possible.
Chatham-Kent Health Alliance is extremely grateful to all advertisers for helping to make this guide possible. Please note, an advertisement in this guide does not imply an endorsement by Chatham-Kent Health Alliance.
