CHEO - Children's Hospital of Eastern Ontario

Patient Services Directory Making a difference in the lives of

children, youth and families

Brittany, 12 years

401 Smyth Road • Ottawa, Ontario • Canada • K1H 8L1 • www.cheo.on.ca

PLEASE TAKE THIS COMPLIMENTARY COPY HOME WITH YOU.

Welcome to CHEO

TAble of Contents Useful Phone Numbers......................................................................................... 4 Welcome................................................................................................................. 5 Our Commitment to Family-Centered Care...................................................... 6

General information Languages Spoken .......................................................................................... 7 Directions to CHEO......................................................................................... 7 Parking.............................................................................................................. 7 Appointments.................................................................................................. 7 Telephone Calls................................................................................................ 8 Visiting Hours and Guidelines........................................................................ 9 Staying Overnight With Your Child.............................................................. 10 Discharge Information.................................................................................. 10 Payment of Accounts..................................................................................... 10 Patient and Family Representative.............................................................. 11 Family Forum................................................................................................. 11 Youth Forum.................................................................................................. 11 Research at CHEO.......................................................................................... 11

hospital services Activities ........................................................................................................ 12 Food Services................................................................................................. 13 Gift Shop......................................................................................................... 14 Accommodations Off Site............................................................................. 14 Ca$h Machine................................................................................................ 14 Family Rooms................................................................................................ 14 Newspapers/Mailbox.................................................................................... 15 Showers........................................................................................................... 15 Social Work Services...................................................................................... 15 Roger’s House................................................................................................. 15 Guest Wireless Internet Access..................................................................... 15 Spiritual Support............................................................................................ 16 Spot Team....................................................................................................... 17 Language Interpreters................................................................................... 17 Schooling........................................................................................................ 17 Libraries.......................................................................................................... 17

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Making a difference in the lives of children, youth and families.

Allergies.......................................................................................................... 18 Infection Prevention and Control................................................................ 18 Smoking Restrictions.................................................................................... 19 Security Services............................................................................................ 19 Patient Confidentiality & Privacy of Information....................................... 19 Media.............................................................................................................. 21

cheo foundation......................................................................22 ADVERTISEMENTS............................................ Centre of Directory

Welcome to CHEO

patient safety

UPDATED JUNE 2011

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Welcome to CHEO

USEFUL PHONE NUMBERS If dialing from within the hospital, simply dial the extension number from any CHEO phone. If calling from outside the hospital, you must dial the main hospital number, followed by the extension number. You may also say the name of the person or department you are trying to reach and our voice recognition system will automatically connect you to the appropriate number.

CHEO, main number.......................... 613-737-7600 TTY...................................................... 613-738-3966 Departments....................................... Extension Admitting/Patient Registration.............. 2310 CHEO Foundation.................................... 2780 Clinic Appointments................................ 2222 Day Care Surgery..................................... 2346 Patient / Family Representative.............. 2203 Health Records........................................ 2292 Public Relations....................................... 2343 Security.................................................... 2227 Social Work.............................................. 2360 Spiritual Support..................................... 2622 Volunteers............................................... 2279

Units.................................................... Extension 4-East........................................................ 2464 4-West...................................................... 2487 4-North..................................................... 2467 5-East........................................................ 2480 6-East........................................................ 2505 6-North..................................................... 2391 Pediatric Intensive Care Unit.................. 2458 Neonatal Intensive Care Unit................. 2461 Medical Day Unit..................................... 2470

Other Useful Phone Numbers Blue Line Taxi........................................... 613-238-1111 Capital Taxi.............................................. 613-744-3333 West Way Taxi......................................... 613-727-0101 OC Transpo.............................................. 613-741-4390 Para Transpo............................................ 613-244-1289 Ronald Mcdonald House......................... 613-737-5523 Rotel motel.............................................. 613-733-1412 Ottawa Children’s Treatment Centre..... 613-737-0871

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Making a difference in the lives of children, youth and families.

Welcome to the Children’s Hospital of Eastern Ontario. Since 1974, CHEO has been providing outstanding patient care, pioneering breakthrough research, and training the health care professionals of tomorrow.

We have a team of more than 2,500 doctors, nurses and additional staff dedicated to helping you get better, keeping you safe, and being kind along the way.

Being in a hospital is never easy. That’s why we believe in a patient and family-centered approach to everything we do – working to support you through what can be a difficult time.

Welcome to CHEO

welcome

This Patient Services Directory has been prepared to answer some of the many questions you may have, and to describe some of the services and facilities that may help you.

Please know you are in good hands. Our staff and physicians are passionate in their work – every day making it possible for kids to get healthy, stay healthy and thrive.

Alex Munter

President and CEO

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Welcome to CHEO

PHILOSOPHY OF CARE AT CHEO: Our Commitment to Patient and Family-Centred Care

CHEO is firmly committed to patient and familycentred care. The care we provide is anchored in respect, recognizing the expertise and continuous role of the family in their child or youth’s life. At CHEO, families are equal partners on the health care team.

CHEO recognizes that a family includes individuals that offer comfort and love to a patient, while also providing emotional, spiritual and physical support. In order to make this philosophy a reality at CHEO, we value respect, communication, collaboration/partnerships and support.

For more information about CHEO’s Philosophy of Care and how it is being implemented, please contact our Coordinator for Patient and Family Centred Care at extension 2203.

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Making a difference in the lives of children, youth and families.

Languages Spoken CHEO is committed to providing services in either English or French. When your child is admitted, you will be asked in which language you wish to be addressed. We will strive to accommodate your language preference. Several areas throughout the hospital have been designated as bilingual and can provide services in French and English 24 hours a day, 7 days a week.

Directions to CHEO

By Bus: Two OC Transpo buses stop at CHEO: No. 16 and No. 106.

General Information

general information

Please call the OC Transpo (www.octranspo.com) information line at 613-741-4390 for schedule details.

By Car: CHEO is near most major roads/highways in the National Capital Region. It is approximately a 10-minute drive from downtown Ottawa and a 20-minute drive from the airport. Children’s Hospital signs are posted along major roads.

Parking Visitors may park in lot “A” beside the hospital. Parking is $3.50 per half hour, with a daily maximum of $13.00. There is also a special $42.25 weekly rate and a $90.00 monthly pass for patients admitted to hospital. A $45.00 frequent user pass, valid for 15 visits, is available for patients with scheduled clinic appointments (one per family only). You may purchase passes at CHEO’s Security dept., located near the Emergency Department on the 2nd floor.

You can pay for daily parking at pay stations in the main entrance of the hospital (between the sliding doors), the Garry Cardiff wing hallway (2nd floor) and the Emergency Department entrance (near the ambulance bay) by cash or credit card. Please bring your ticket stub into the hospital if you wish to use the pay stations. They allow a 15 minute grace period to exit the parking lot. You can also pay at the parking lot exit, however, that machine only accepts credit cards. These rates may be subject to change during the year.

Appointments What you should bring for a clinic appointment, or admission: • Your child’s health card (OHIP or RAMQ) • Private Insurance Information (if you have any) • Current, labeled medications your child is taking

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General Information

• Your child’s immunization record • Information about allergies to food/drugs • A list of questions you want to ask

Clinic Visits: If you are coming to CHEO for an outpatient clinic appointment, please report directly to the individual clinic (see map of CHEO on page 3). Once you have checked in at the reception desk of the clinic, clinic staff will care for you and your child.

Day Surgery: Go directly to the Day Surgery department on the third floor and check in with the reception clerk.

Emergencies: Go directly to the Emergency entrance. You will be assessed by a triage nurse when you arrive.

Planned Admissions: The Admitting office will contact you by phone or by mail once they receive your doctor’s request for admission. At that time, you will receive important information and any special instructions for the admission. The Admitting department will also contact you the day before admission to confirm the time of admission and give you directions as to where to report once you arrive.

Depending on the length of stay in hospital, you may also want to bring spending money for meals and parking, clothes, pyjamas and slippers, any special toys, portable DVD player, laptop computer and/or hand held video game and toiletry items. Ensure all items are labeled with your child’s name.

Telephone Calls Calling Inpatient Units: As a parent and valued member of your child’s care team, you may call the hospital any time for updates. The Unit where your child is staying can be reached through the hospital switchboard at 613-737-7600, or directly through the Unit’s phone number (see inside cover). Shift change is a busy time and outside calls will not be taken between 7:30-8:30 a.m. and 7:30-8:30 p.m.

Information is always readily available through your child’s nurse, who can also help you reach any other member of the health care team caring for your child. Out of respect and privacy for our patients and their families, updates and information will only be supplied to the parent or legal guardian of a child. We would therefore appreciate you asking other family members or friends to check with you, and not the unit, for information.

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Making a difference in the lives of children, youth and families.

Pay phones are available throughout the hospital, including the main and emergency entrances, and on most floors.

There are no phones in patient rooms. Parent phones are located near the nurses’ station and in the Family Forum Lounge which can be used free of charge to make local phone calls.

Cell phones and wireless devices are permitted as long as they are one metre away from any medical devices.

A TTY pay phone is located in the main entrance. The hospital also has two portable TTYs for patients and families. One is located in the Emergency Department and the other can be obtained though the Audiology clinic.

Visiting Hours and Guidelines

General Information

Making Telephone Calls:

These guidelines are intended to respect our commitment to familycentered care while balancing the need to protect patients, staff and volunteers from the spread of infections.

Inpatient Units: The patient’s immediate family are considered part of the health care team and not visitors. The patient and his/her family (or legal guardians) will identify members of the immediate family and communicate this to their nurse. Those persons can remain with the patient 24 hours a day (maximum of two people at a time and one person overnight).

Visiting hours for others coming to the inpatient units are from 3:00 p.m. to 8:00 p.m., every day (including weekends and statutory holidays.)

For compassionate reasons, the unit’s Care Facilitator may grant exceptions to these guidelines. Please discuss your needs with the nursing staff.

Outpatient Clinics / Daycare surgery: A maximum of two (2) adults may accompany a child or youth coming to a clinic or outpatient appointment (eg.: clinics, Diagnostic Imaging, Medical Day Unit and Day Care surgery). A hospital is no place for healthy brothers and sisters. Siblings must stay home.

Emergency Department Visits: A maximum of two (2) adults may accompany a child or youth seeking emergency care. The emergency department is no place for healthy brothers and sisters. Siblings must stay home. This will help avoid congestion in our waiting rooms and assist in limiting the spread of infection.

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General Information

Staying Overnight With Your Child If you are staying overnight with your child please note that: • Bed linens will be provided.

• We ask that bed chairs be set up along the wall in the patient’s room and be folded and put away by 9 a.m. every morning.

• Night-lights are left on all night so that the nursing staff can assess your child throughout the night and take their vital signs. This is an important part of caring for your child.

• The room should stay set up as it is. It was purposely set up like this for your child’s comfort and to make it as easy as possible for our staff to care for your child.

• Limit personal possessions in your child’s room. Space is limited.

• A shower is located in the Family Forum Lounge on 5-West, additional showers are located on the first floor locker rooms area across from the main cafeteria.

Discharge Information CHEO aims to let families know the discharge date as far in advance as possible. Most patients will have their discharge order signed in the morning. Only legal guardians may take a child home.

Please pick up your child as early as possible so that the bed can be available for the next patient. Your child’s nurse will go over all necessary instructions with you before discharge, including information about medications, follow-up appointments, and care to be given at home.

Please make sure that you can safely transport your child home by having the appropriate car seat or other special equipment that may be needed.

Payment of Accounts If you do not have health insurance through a provincial health card or private insurance, the hospital’s Finance department must be contacted prior to your visit or as soon as you arrive to make suitable arrangements.

The Finance department (Patient Accounts) is open from 9:00 a.m. to 3:30 p.m. on Mondays and from 8:30 a.m. to 3:30 p.m. Tuesday to Friday, and is located on the first floor. MasterCard and Visa are accepted.

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Making a difference in the lives of children, youth and families.

CHEO’s Patient/Family Representative is there to represent and help patients and families through advocacy and problem solving both during and after a visit or stay. She works to strengthen, personalize and enhance the relationship between patients/families and the hospital. She is available to help you understand your rights and responsibilities, as well as hospital policies and procedures. She also makes sure that patient and family feedback (positive or negative) is heard by the hospital and used to ensure CHEO’s patient and family-centered care is the best possible.

For more information, call 613-737-7600, ext. 2203.

Family Forum Providing patient and family-centred care means involving families not only in their child’s care but also in the way we plan the hospital. One way patients and families voices are heard is through Family Forum, which:

General Information

Patient and Family Representative

• advises staff and the Board of Trustees on CHEO’s patient and familycentered care; • advises on changes that can improve the quality of care and services; • represents patients and families on hospital committees, and • teaches physicians and staff on how to provide family-centered care Membership is open to former patients, parents, guardians or the extended family of CHEO patients. Meetings are held in the evening once a month in the CHEO boardroom. If you are interested in more information, please contact the Patient/Family Representative at 613-737-7600, ext. 2203.

Youth Forum Youth Forum is a group of adolescents who are past or present patients or siblings of patients. Their goal is to make CHEO a more youth friendly place by giving feedback, ideas and suggestions about CHEO programs, services, policies and its general environment. Through its youth-friendly award program, the group recognizes staff members, physicians and volunteers who excel in this area. Contact a nurse or child life specialist to find out how to nominate a deserving individual. If you are interested in more information or joining the Forum contact the Project Coordinator for Patient Services at ext. 2388.

Research at CHEO CHEO is dedicated to research. We are committed to asking the right questions to provide your children and youth with the best possible care for today and tomorrow. You may have a part to play. If you’re asked to take part in a research study, consider being part of the answer.

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Hospital Services

hospital services Activities At CHEO, we recognize that kids still need to play and have fun even when they’re in hospital. Whether they are here for a clinic appointment or hospitalized, there are organized activities to keep things interesting.

Activity/Play Rooms: There are activity rooms for patients on the fourth and fifth floors where Child Life Specialists and volunteers are available to provide play opportunities and learning materials. The hours of the activity rooms are posted on each activity room door.

Child Life Specialists: The Child Life Specialists help children learn, play and take part in creative projects while in hospital. Child Life Specialists are also trained in “medical play”, which assists children in understanding their illness and helps them cope with anxious feelings they may have. Here is a sampling of the kinds of activities available:

Diversion and Leisure Activities: • Toys, magazines, books, games, crafts, movies, entertainment systems (TV/DVD/Nintendo) and opportunities to meet other children in the hospital.

Therapeutic Activities: • Relaxation techniques, imagery, stress management and reduction, coping skills, self expression through art.

Child Life Interactive Computers for Kids (CLICK) Program: This program allows patients to stay connected with family, friends and schoolmates through computers and wireless internet access from their bedside during lengthy hospital stays. A Child Life Specialist can get you started.

Molly Penny - CHEO’s Therapeutic Clown: With big red shoes, a big smile and an even bigger heart, Molly Penny makes her way throughout the hospital three days a week.

She can often be found assisting our health care team by helping children and youth to deal with fears and anxieties they may be feeling about being hospitalized, their illness or a particularly difficult medical procedure.

Farm Boy Fun Park: A large playground is available outside the Max Keeping Wing, across from the Ottawa Children’s Treatment Centre and Roger’s House. The park is open daily until dusk and includes youth-friendly activities including a basketball

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Making a difference in the lives of children, youth and families.

Pet Therapy Program on 4-West and 6-North: Patients admitted to 4-West or 6-North can benefit from this program, which is run in partnership with the Ottawa Therapy Dog Program. Only dogs certified by this program, along with their handlers, can visit the unit during specified visitation times. While the “four-legged friends” can’t roam the hospital hallways freely, patients can spend dedicated time with the dog in a designated room. Patients who want to participate in the program have to receive their medical team’s approval.

The pet handler and CHEO’s program facilitator is always present during the visit, and family members are also encouraged to participate in the activity.

Hospital Services

hoop. The Little Garden is located next to the playground and offers seating and picnic tables. It’s an area where families and patients can go for a walk, read or picnic.

Food Services There are two food service areas, both of which are open to patients, visitors and staff. The Rainbow Café (main cafeteria) is located on the first floor and offers hot and cold meals, including Pizza Pizza® products and Timothy’s® coffee. Hours of operation are from 6:30 a.m. to 2:00 p.m., Monday to Friday.

Several vending machines are also available in the cafeteria and throughout the hospital.

The Oasis Café coffee shop is located on the second (main) floor. It offers MR SUB® and Pizza Pizza® products, as well as Starbucks® coffee. It is open every day from 7:30 a.m. to 11:00 p.m.

Patient Room Service: • Our room service program allows you to order food for your child on demand. Using it is easy - simply call extension 3438 between 8 a.m. and 7 p.m. and order your child’s meal from a wide array of items on the menu located in your child’s room. Any item can be ordered, regardless of time of day. Our computerized system also allows us to check your child’s diet order.

• Babies and toddlers who take formula or who are on a puréed diet will receive a food tray at 8:00 a.m., noon and 5:00 p.m. Parents must phone for room service if toddlers are eating solid foods.

• If a parent or guardian is not there and the child is able to eat, a nurse will phone for room service.

• There is a kitchen on the unit that you can use to store food.

Remember to label your food.

Guest Room Service: Our guest menu allows family members and visitors to order all-day cold breakfasts, lunch and dinner entrées. The service is available 7 days a week from 8:00 to 19:00. Menus are available on the units. Orders can be made

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Hospital Services

by calling ext. 3438. Meals will be ready in 30 minutes and delivered to the rooms. Prices are $7 for an entrée with a beverage; $10 for a full meal with side dish and dessert. Payment can be made to Food Services staff upon delivery. Cash, Interac, Visa, MasterCard, and CHEO Gift cards are accepted.

Gift Shop The Tree House Gift Shop is located on the second (main) floor near the front entrance of the hospital. The gift shop is owned and operated by CHEO and all proceeds help support programs within the hospital. It offers a wide variety of gifts, magazines and novelty items including toys, stuffed animals, CHEO attire, and personal hygiene items. The hours of operation are Monday to Friday from 9:00 a.m. to 5:00 p.m. and weekends from 11:00 a.m. to 4:00 p.m.

Family members and friends can order a customized gift basket or special gift for a CHEO patient. Orders for gift baskets and general gifts can be placed by phone at 613-737-2393, ext 2155. Our staff will be pleased to provide you with suggestions and delivery to the patient’s room within 2 hours of ordering.

Accommodations Off Site Two reasonably priced overnight accommodations close to CHEO exist for families arriving from out of town or wanting to remain close to a child who is in hospital.

• Manoir Ronald McDonald House of Ottawa and Eastern Ontario serves as a “home away from home” offering fully equipped rooms reserved for families with children suffering from cancer or other serious illnesses. Your social worker, nurse, or other member of your healthcare team must refer you.

• The Rotel provides accommodations for any family and friends visiting patients at CHEO. For reservation information, please call 613-733-1412.

Ca$h Machine Three ABM cash machines are located at CHEO, one in the main lobby, another in the Garry Cardiff wing hallway (beside the parking machine) and a third near the Emergency Department entrance (beside the parking machine). Change-making machines are located in the Rainbow Cafeteria on the first floor.

Family Rooms A family lounge is located on 5-West. The Family Forum Lounge is open 24/7 and provides a functional and comfortable area for parents and families complete with a computer centre with wireless internet access, a small kitchen facility with a microwave and fridge, private shower and

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Making a difference in the lives of children, youth and families.

A family lounge reserved for families with children in the Neonatal Intensive Care unit and the Pediatric Intensive Care unit is located next to those units on the 3rd floor of the Garry Cardiff wing.

Newspapers/Mailbox Newspaper boxes are located just outside the main entrance. A mailbox is located just inside the first set of doors at the main entrance.

Showers

Hospital Services

washer and dryer. While it is primarily for use by adults, children of all ages are welcome to use the lounge provided they are supervised by an adult.

There is one shower available in the Family Forum Lounge on 5 West.

Additional showers are available on the first floor in the locker rooms across from the cafeteria.

Social Work Services The illness and the hospitalization of a child or youth has an impact not only on the patient, but on the family who cares for that child or youth.

Supporting patients and families through this difficult time is a priority for CHEO social workers. Any member of the health care team can help patients and families get in touch with a social worker.

Social workers can provide crisis assessments and counseling around mental health issues, emergency support services after regular working hours and counseling to patients, families and groups. They facilitate communication between the family and the health care team and also play a vital role in advocating on behalf of children, youth and families for necessary community services.

Roger’s House Roger’s House is located on the grounds of CHEO and welcomes children with life limiting illnesses and their families when they are in need of specialized services that are not available in their home or hospital setting. Such services include: temporary relief (planned or emergency), management of pain and distressing symptoms that are difficult to manage at home, transitional services for those who require a level of support not available at home, end-of-life care when the death of a child is imminent and grief and bereavement support.

For information on Roger’s House and how to access their services, please call: 613-523-6300 or visit www.rogershouse.ca.

Guest Wireless Internet Access We understand that it is important for patients and families to stay connected with friends, relatives and colleagues outside the hospital. CHEO makes wireless Internet connectivity available to you free of charge.

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Hospital Services

Instructions: To access the wireless network, simply open your laptop, select CHEO_GUEST from the list of networks and click “Connect”. Please see our terms of use below: CHEO_GUEST wireless network is for the use of CHEO Guests and staff only.

By accessing and using the Wireless Network you are consenting to system monitoring. Unauthorized use of, or access to, this network may subject you to disciplinary action and criminal prosecution.

The Guest Wireless Internet Access provided by CHEO is for use free of charge to its Patients, Families and Guests. Wireless Access is provided on an “as is” and “as available” basis. CHEO does not warrant that this service will be uninterrupted, error-free, or free of viruses or other harmful components.

No information you consider confidential should be transmitted via this network. By using this network, you agree to be solely responsible for the content of all information you disseminate. You also agree to use this network in responsible and lawful manner consistent with CHEO public image.

Users should be aware that there are security, privacy and confidentiality risks inherent in wireless communications and associated technology and CHEO does not make any assurances or warranties relating to such risks.

By using Guest Wireless Internet Access, users agree that CHEO is not liable for any costs or damages, special, incidental or consequential, arising from the use of this service. CHEO does not control any materials, information, products or services on the Internet.

Internet access is provided only as a courtesy and may not be available at any requested time. CHEO reserve the right to deny or restrict access to any user who abuses this network connection, such as excessive bandwidth consumption or using the network for any type of activity or purpose deemed by the Court to be unlawful, harassing, abusive, criminal or fraudulent.

CHEO reserves the right to monitor, intercept and disclose any transmissions over this network connection and to provide user information, or use records, and other related information under certain circumstances( for example, in response to lawful process, orders, subpoenas, or warrants, or to protect our rights, users or property) to appropriate authorities.

Spiritual Support Spiritual support is available to all patients, families, visitors and staff of any religion or those who simply seek to find meaning to their child’s illness. A multi-faith prayer room is located near the elevators on the third floor. Spiritual support staff can help arrange for prayer, counseling, pastoral services and help contact a particular denomination or faith community. Spiritual support is available 24 hours a day, on site and on call.

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Making a difference in the lives of children, youth and families.

The SPOT team is a group of critical care nurses, doctors and respiratory therapists that work with your child’s primary medical team when there are signs that your child may be getting sicker. If you are concerned that your child is getting sicker, ask any health care provider about calling the SPOT team.

Language Interpreters Language Interpreters are available in many different languages and sign.

It’s best to arrange for their services in advance if possible. Please tell a member of your health care team that you need interpretation services and they will make the necessary arrangements.

Hospital Services

Spot Team

Schooling Teachers affiliated with regional school boards are available in the hospital to provide continued schooling for longer-stay patients. Your child’s health care team will make these arrangements with you and your child.

Libraries The Kaitlin Atkinson Family Resource Library is a free resource centre for patients and families. It contains books, pamphlets, videos and DVDs about many children’s illnesses and conditions. It also has computers that can be used to search the Internet for information as well as volunteers to help you find accurate and trustworthy information. It is located on the first floor across from the elevators, and is open from Monday to Friday, from 8:00 a.m. to 4:30 p.m.

CHEO’s Child & Youth Library, located on 5-West, is a small oasis of comfort for patients and families offering a spacious and well stocked library filled with English and French children’s and young adult books and a small collection of adult paperbacks. The library is open 24 hours a day, yearround, to inpatients and their caregivers. It is a self-serve library using the honour system. Borrowers are asked to bring the books back to the library within a reasonable amount of time. Book drop-off bins are also located on a variety of inpatient units near the nursing station. There is also a drop-off box in the main lobby.

Library Books for Patients in Isolation: The Child & Youth Library also provides books for patients in isolation.

The borrowing system is different in that patients can select a book from a special collection, however, in accordance with infection control policy, those books will not be returned to the collection. Patients will be invited to take the book home on discharge. Please contact the library at extension 2206 if reading material is needed for patients in isolation.

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Patient Safety

patient safety Keeping our patients safe is a top priority at CHEO. As partners in care, patients and families play an important role in ensuring our patients receive the best care.

• Be involved in your child’s health care. Speak up if you have questions or concerns about their care.

• Tell a member of the health care team about your child’s past illnesses as well as his or her current health condition.

• Bring all of your child’s medicines with you when you come to the hospital or when you come to a medical appointment.

• Tell a member of the health care team if your child has ever had an allergic reaction to any medicine or food.

• Make sure you know what to do when your child goes home from the hospital or from the medical appointment.

More information and translations into different languages of this information is available at the OHA website at: http://www.oha.com/ patientsafetytips.

Allergies Please remember: No peanuts No perfume No latex balloons

CHEO aims to provide a peanut-safe and scent-free environment. Please do not bring any products that contain peanuts or wear any perfume when visiting someone at the hospital. Latex balloons are not permitted to protect patients and staff who have latex allergies.

Infection Prevention and Control Self-screening: Please DO NOT visit if you are sick with a cold, flu, if you have a fever, cough, runny nose, sore throat, diarrhea, a new rash or any other infectious disease. This applies for child visitors as well. Children are NOT to visit if they have been in contact with a communicable disease, such as measles or chicken pox. This is of UTMOST importance in protecting our patients who are already sick.

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Making a difference in the lives of children, youth and families.

Keeping infection to a minimum is an important part of everyone’s job. Washing your hands regularly with soap and warm water for 15 seconds and using the hand sanitizer found throughout the hospital is the best way to limit the spread of germs, even if you are feeling well. It is important to wash your hands before entering and after leaving a patient’s room. Some rooms have special isolation instructions to follow as well. Staff and you may need to wear masks, gloves and special gowns to keep your child and other patients safe. You can help reduce the spread of infections by only handling your own child, and not sharing your child’s toys or belongings with other children.

Patient Safety

Hand washing – our best defence:

Smoking Restrictions For the comfort and safety of our patients, families and staff, smoking is restricted to one smoking area located adjacent to the patio, outside of the main cafeteria on the first floor of the hospital. It is accessible by using the cafeteria exit or by walking outdoors, past the Emergency and Research buildings. Smoking is not permitted anywhere else. We seek everyone’s cooperation in ensuring that smoking is restricted to the designated area, allowing us to provide a smoke-free environment for the remainder of the CHEO site.

Security Services CHEO’s Security is on-duty 24 hours a day throughout the hospital on behalf of our patients, families and staff. Parents will be given a special ID badge when their child is admitted as an inpatient. We ask that you wear this badge at all times while in the hospital, and return it to the unit nursing staff at time of discharge.

We remind families to leave all valuables at home. If this is not possible, Security can provide temporary lock-up for valuables. Please call them with any security concerns at extension 2227 or through the switchboard “0”.

They can also provide an escort to your car, to the Ronald McDonald House or the Rotel.

Patient Confidentiality & Privacy of Information Protecting the Privacy of Your Information: To provide the best care possible, we need to collect and use information about you and your family. CHEO is committed to keeping your information safe and confidential, and follows rules set out in law about collecting, using, and disclosing your information.

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Patient Safety

Child custody: If you have sole custody of your child, please provide a copy of the legal custody agreement when your child is admitted to hospital. This document will remain in your child’s hospital record

How We Protect Your Information: We have safeguards (i.e. security, passwords, policies) in place to make sure your information stays private. Only people who need to see your personal records are allowed to look at them.

Consent: In general, we assume you give consent to share your information with people involved in your care, and we will ask for your consent before we collect, use or share your information for any purpose other than our stated activities. You may also withhold or withdraw this consent at any time by contacting the Health Records department.

How We Use Your Information: A custodial parent/legal guardian or youth over 16 years of age has a right to decide how personal health information is shared. In general, we assume you give consent to share your information in the following ways unless you inform us otherwise.

To provide care for you. Your information is used by your care providers and trainees who are part of your health care team.

To teach. Your information may be used to support our partnership with the University of Ottawa and other schools, while adequately protecting your privacy.

To conduct research and compile statistics. Researchers may use your health information while working on a study approved by the CHEO Research Ethics Board.

To improve the care we provide by conducting quality improvement and risk management activities.

To obtain payment for your treatment.

Unless you tell us not to, CHEO may also use or disclose your personal health information in the following ways: • To share your information, in whole or in part, with outside health care providers involved in your care, which may include their access to your electronic health record.

• To conduct patient satisfaction surveys: We care about our patients and want to hear from you about the quality of care and service you received. We use this information to help improve the care we will provide in the future.

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Making a difference in the lives of children, youth and families.

Contact us, if you: • Would like a copy of your health records (613-737-7600 ext 2292) • Do not want to receive our satisfaction survey (613-737-7600 ext 2203) • Do not want your contact information shared with the CHEO Foundation (613-737-7600 ext 2784) • Wish to withdraw or place “conditions” on your consent for how your information is used or shared (613-737-7600 ext 2292) • Would like more information about our information practices(613 737-7600, ext. 3273)

Patient Safety

• To support fundraising activities: Our Foundation is dedicated to supporting CHEO by raising funds for research, medical education, and the improvement of patient care. We may share only your name and address with our Foundation.

Media Media Relations for Patients and Families: 1. Please make sure that the Public Relations staff know about any meetings you have scheduled with a reporter or photographer. ALL media who visit CHEO have to be accompanied by Public Relations staff at all times.

This ensures that our patients’ right to privacy are respected.

2. Parental consent is ALWAYS required before a photo or an interview with a patient takes place.

To reach Public Relations: Media Relations: 613-737-2343 After Office Hours: 613-737-7600 to page Public Relations Media Relations for CHEO Foundation: 613-737-2784

Social Media: Stay connected to CHEO during and after your stay. Follow us on Twitter at CHEOhospital (twitter.com/CHEOhospital) or join our group on Facebook at CHEO Foundation. You can also view our videos and community messages on our You Tube channel at www.youtube.com/user/CHEOvideos.

www.cheo.on.ca

21

CHEO Foundation

Giving Back to CHEO At the Children’s Hospital Foundation our mission is to further the physical, mental and social well-being of children and their families in Eastern Ontario and Western Quebec by raising, managing, and disbursing funds.

Below are a few ways that you could help the children and youth in our region.

Planned Giving: Including a charitable gift to CHEO in your will is a sure way to help look after the children of our community. You can make your gift in the form of cash, stocks and bonds, life insurance or a trust. For more information, please call 613-737-2890.

Volunteering: If you are interested in volunteering at various foundation events please contact Vaia Dimas at 613-738-3593. To become a member of our team you can also go online at www.cheofoundation.com and submit a volunteer application form.

Special Events: Thanks to outstanding community support there are over 250 special events held for CHEO every year. If you would like to host an event with proceeds benefiting the hospital please contact Carmen Wynn at 613-737-2785.

Whether it is a barbeque, picnic, bake sale or lemonade stand, every penny makes a difference. We would be happy to provide some helpful hints to make your fundraiser a success.

Share your CHEO experience: We would love to hear how CHEO has touched your life. We have a variety of opportunities for you to help the hospital by sharing your story. Email comments@cheofoundation.com to share your experience. We look forward to hearing from you!

The CHEO Foundation 415 Smyth Road • Ottawa, Ontario • K1H 8M8 PHONE: 613-737-2780 • FAX: 613-738-4818 • www.cheofoundation.com

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Making a difference in the lives of children, youth and families.

Community Supporters

ADVERTISEments / ANNONCEs publicitaires CHEO is extremely grateful to all advertisers for helping to make this guide possible.

Please note that an advertisement in this guide does not imply an endorsement by CHEO. Le CHEO est extrêmement reconnaissant à tous les annonceurs d’avoir permis la réalisation de ce guide. Veuillez noter qu’une annonce dans ce guide n’indique pas l’appui du CHEO.

Accommodation / Logement Rotel................................................................. 3

services de soins à domicile Premier Homecare Services.......................... 7

Adoption / L’adoption Children’s Aid Society of Ottawa.................. 4

Infant Massage / Massage pour les nourrissons Jill Vyse - Infant Massage.............................. 3

Associations The Ottawa Rotary Home.............................. 5 Childrens’ Clothing and Furniture / Vêtements et meubles pour enfants Kiddytown...................................................... 5 Childrens’ Eyewear Specialist / lunetterie pour enfant Bonoptics........................................................ 6 Childrens’ services and activities / services et activités pour les enfants Ontario Early Years Centres.......................... 9

Naturopathic Medicine / La médecine naturopathique Pure Med Naturopathic Centre.................. 10 Orthotics / Orthèses Grundy & Associates...................................... 7 Paediatric Dentist / Dentiste pédiatrique Dr. Raj-Deep Mahal....................................... 7 parenting / parentales Eastern Ottawa Resource Centre.................. 7

community care access centre / centre d’accès aux soins communautaires Champlain Community Care Access Centre.............................................................. 5

Physiotherapy / Physiothérapie Killens Reid Physiotherapy Clinic................ 5 NeuroLogic Physiotherapy............................ 5

Community Care Services / Soins de santé communautaires Carefor Health & Community Services....... 8

Rental Suites / logements locatifs l’Avantage Suites............................................. 8

counselling / conseil Eastern Ottawa Resource Centre.................. 7 Dentist / Dentiste Steven Fremeth MSc, DDS........................... 10 Education / Éducation Ottawa Montessori School............................ 7 Sylvan Learning........................................... 10 Foster Care / Famille d’accueil Children’s Aid Society of Ottawa.................. 4

Rehabilitation / Réadaptation NeuroLogic Physiotherapy............................ 5

Respite Care / soins de relève The Ottawa Rotary Home.............................. 5 Restaurant Cora Breakfast and Lunch............................. 2 sleep therapy / thérapie pour le sommeil Sleep Therapy Management......................... 5 Tutor / Tuteur Sylvan Learning........................................... 10

2012.1

home health care services /

Making a difference in the lives of children, youth and families.

1

Annonces publicitaires

a r o C

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Français / French

1530 St-Laurent @ Belfast (613) 563-CORA (2672) 1971 St-Joseph @ Jeanne d’Arc 613-590-1611 Lundi au samedi : 6 h à 15 h Dimanche : 7 h à 15 h Monday to Saturday: 6 a.m. to 3 p.m. Sunday: 7 a.m. to 3 p.m.

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Faire une différence dans la vie des enfants, adolescents et familles.

lue

Ki w

a

H i K i wi t s y e

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English / Anglais

is

French

Sur fond foncé

Offers modern, low cost accommodation to outpatients during treatment as well as family and friends of patients at Ottawa-area hospitals.

ROTEL is a 51-room, non-profit motel facility serving patients and families using Ottawa-area hospitals. It is conveniently located on Smyth Road, next to the Children’s Hospital of Eastern Ontario, Ottawa Children’s Treatment Centre and Roger’s House.

DESIGNED TO KEEP PATIENTS AND THEIR LOVED ONES IN CLOSE TOUCH AND TO EASE THE STRESS ON THE LIVES OF OUTPATIENTS, ROTEL OFFERS:

• Modern, non-smoking rooms with private bath and refrigerator and telephone RATES: 1 double bed, no TV: • Cable television available $31.50 • Free Parking upon check-in 1 double bed with TV: $42.00 • Specially equipped rooms for 2 double beds with TV: $47.25 the disabled Wheelchair accessible room with TV (single bed): • Common lounge with microwave $38.85 and coffee machine Wheelchair accessible suite: $47.25 • Laundry facilities Wheelchair accessible room without tv (single bed): • Easy access to all major bus routes $31.50

RÉSERVATIONS : (613) 733-1412 ou SANS FRAIS 1-800-267-4700

Offre un logement à prix modique aux patients externes recevant des services ainsi qu’aux familles et amis des patients dans les hôpitaux d’Ottawa.

ROTEL est un motel de 51 chambres, sans but lucratif, qui déssert les malades et leur famille dans les hôpitaux d’Ottawa. Il est situé près de l’hôpital pour enfants de l’est de l’Ontario, du Centre de traitements pour enfants et la Maison Roger.

CONÇU POUR RÉDUIRE LA PRESSION AUX PATIENTS EXTERNES ET PERMETTRE AUX MALADES DE BÉNÉFICIER DE LA PRÉSENCE DE LEURS PROCHES; ROTEL OFFRE:

• chambre moderne non-fumeur avec salle de bain, réfrigérateur et téléphone TARIF : • cablevision disponible 1 lit double sans TV : 31.50 $ • stationnement gratuit à l’arrivée 1 lit double avec TV : 42.00 $ • chambres spécialement équipées 2 lits double avec TV : pour les handicapés 47.25 $ Accessibles en fauteuil roulant • salle de séjour avec micro-ondes avec TV « lit simple » : et machine à café 38.85 $ Suite accessible en fauteuil roulant : • salle de buanderie 47.25 $ Accessibles en fauteuil roulant • accès à toutes les routes sans TV « lit simple » : d’autobus principales 31.50 $

411 Smyth Road, Ottawa, ON K1H 8M8 http://www.rotel.ca email: inquiries@rotel.ca

Community Supporters

ROTEL

RESERVATIONS: (613) 733-1412 or TOLL-FREE 1-800-267-4700

411 chemin Smyth, Ottawa, ON K1H 8M8 http://www.rotel.ca courier éléctronique : inquiries@rotel.ca

Learn Massage Learn toto Massage Learnto Massage Your Baby Your Baby Your Baby

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Have fun and learn something new  

Promote growth andGrannies, developmentand Promote your bab Great your for baby's Moms, Dads,

Promote baby's growth development caregivers.

Helps withyour moreother and restful sleep,and chest congestionHelps with more a and gassy tummies

and gassy tummie

•Promote your baby’s development Helps with more and growth restful and sleep, chest congestion And gassy allwith those otherand fussy times!sleep, And all those othe and tummies •Helps more restful chest congestion and gassy and tummies Great forall Moms, Great for Moms, Dad And thoseDads, otherGrannies fussy times!other caregivers.

•And all those other fussy times!

Great for“One Moms, Dads, Grannies other caregivers. of the best ways toand support bonding and attachement” Jill Vyse, B.Sc.Kin, CIMI® 613.830.6690, #1 infantmassage@rogers.com

Making a difference in the lives of children, youth and families.

3

Annonces publicitaires

Give Givebabies babiesaagood goodstart startininlife! life!

Give babies a good start in life!

The ofofOttawa foster TheChildren’s Children’sAid AidSociety Society Ottawais isseeking seeking fosterparents parentstotocare careforfor babies . . of Ottawa is seeking foster parents to care for medically fragile babies medically fragile The Children’s Aid Society medically fragile babies. totolearn If Ifyou homeparent parentwho whohas hasexperience experienceororwilling willing learnabout aboutcaring caring youarearea stay a stayatathome forfor fragile medically fragile babies,we weneed needyou! you!has experience or willing to learn about caring atbabies, home parent who Ifmedically you are a stay for medically fragile babies, we need you!

You Youmust mustbe:be: Living Living a stableenvironment; environment; You must be:inina stable Financially Financially secure.environment; Living in asecure. stable Financially secure.

Next Nextstep: step: Callororvisit visitour ourwebsite websitenow! now!

Next Call step: Call or visit our website now!

Impliquez-vous Impliquez-vousetetdevenez devenezune unefamille familled’accueil. d’accueil.

Impliquez-vous et devenez une famille d’accueil.

613-742-1620 613-742-1620x x1 1/ www.casott.on.ca / www.casott.on.ca 613-742-1620 x 1 / www.casott.on.ca

Get Getinvolved involvedwith withyour yourChildren’s Children’sAid. Aid.Devenez Devenezparent parentd’accueil. d’accueil.

Get involved with your Children’s Aid. Devenez parent d’accueil.

Répondrez-vous à l’appel?

Répondrez-vous à l’appel?

Répondrez-vous à l’appel?

LaLaSociété Sociétédedel’aide l’aideà l’enfance à l’enfanced’Ottawa d’Ottawaestestà la à larecherche recherchedede La Société de l’aide àles l’enfance d’Ottawa est de à la recherche parents d’accueil pour parents d’accueil pour lesjeunes jeunesayant ayantbesoin besoin defamilles. familles. de parents d’accueil pour les jeunes ayant besoin de familles.

Nous Nousavons avonsgrandement grandementbesoin besoind’adultes d’adultesresponsables responsablesetetengagés engagésà à Nous avons grandement besoin d’adultes responsables et engagés des adolescents en plein développement. accompagner et soutenir accompagner et soutenir des adolescents en plein développement.à accompagner et soutenir des adolescents en plein développement.

Vous Vousdevez: devez: VousÊtre devez: Êtrefinancièrement financièrementstable; stable; Être financièrement stable; adéquat.

Vivre Vivredans dansununenvironnement environnement adéquat.

Vivre dans un environnement adéquat.

Prochaine Prochaineétape: étape: Prochaine étape: Appelez maintenant Appelez maintenantetetvisitez visiteznotre notresite siteweb! web!

Appelez maintenant et visitez notre site web!

Get Getinvolved involvedand andbecome becomea afoster fosterparent. parent.

Get613-742-1620 involved and x1/ become a foster parent.

613-742-1620 x1/www.casott.on.ca www.casott.on.ca 613-742-1620 x1/ www.casott.on.ca

4

Faire une différence dans la vie des enfants, adolescents et familles.

Community Supporters

SINCE 1945

310-CCAC (2222) www.champlainccac.ca The Champlain Community Care Access Centre (CCAC) is there to help you navigate a complex health care system, providing a vital link to health supports, services and resources.

Anyone can make a referral to the CCAC – you, a family member, a caregiver, a friend, your physician or another health care professional. All CCAC services are covered by OHIP. The CCAC connects people to home care, long-term care and other services and support in the community.

You can also search online for health and social services information at www.Champlainhealthline.ca.

Connecting you with Care / Votre lien aux soins

Large selection of top quality clothing - Sizes 0 -16 Largest selection of snowsuits in the City!

• Baby & Preemie clothing • First Communion • Christening • Flower Girl dresses • Tuxedos Ottawa’s largest selection of top-quality cribs*, strollers*, car seats* and accessories.

Baby Registry. *warehouse location only

3 locations in Ottawa to serve you: 2265 Gladwin Cres.......613-526-2833 157 Bank St..................613-234-5691 2249 Carling Ave..........613-726-7070

www.kiddytown.ca

Making a difference in the lives of children, youth and families.

5

Annonces publicitaires

children’s eyewear specialist

UNDER THE DIRECTION OF:

GARY E. BONN, M.D.

PEDIATRIC OPHTHALMOLOGIST – OPHTALMOLOGISTE PÉDIATRIQUE

105-1335 Carling Avenue Ottawa, Ontario K1Z 8N8 (613) 729-1095

lunetterie pour enfant 6

Faire une différence dans la vie des enfants, adolescents et familles.

• No referral necessary • Accepting new patients & emergencies • Dental treatment provided in a child friendly atmosphere • Sedation or general anesthesia available • Dental trauma management • Treatment & continuing care (hygiene) • Free parking 1335 Carling Ave., Suite 313 (beside Westgate at the Qwy.)

T: (613) 722-0233 F: (613) 722-0719

SERVICES

Dr. RAJ-DEEP MAHAL B.Sc., D.D.S., M. Sc., F.R.C.D. (C)

· Hospital Sitting · Hourly & Overnight Care · Respite Care · Palliative Care · Pre & Post Surgery Care · Meal Planning & Preparation · Alzheimer’s & Dementia Care · Homemaking/Companionship · Personal & Bathing Assistance · Transportation & Much More

Canadian Owned

Independently Owned & Operated

Call

613.482.8118 to arrange your FREE ASSESSMENT!

Community Supporters

PremierOttawa.com

Certified Paediatric Dentist

Programs and services offered include:

Reaching out to strengthen our community Main dans la main en appui à la collectivité

• Child and Youth counselling / counselling auprès des enfants et des ados • Parenting / habilités parentales • Mental Health support /soutien à la santé mentale • Children who witness violence / Enfants exposés à la violence conjugale • Domestic abuse counselling for women / counselling pour femmes ayant vécu la violence conjugale Nos services sont offerts en anglais et en français.

2339 Ogilvie Road | Gloucester, Ontario K1J 8M6 | Tel: 613-741-6025 To get more information go to www.eorc-gloucester.ca

We offer academic programs for over 300 English-speaking and Francophone students ranging from Toddler (18 months) to Junior High (Grade 8).

Nous offrons des programmes académiques pour plus de 300 élèves anglophones et francophones, des bambins (18 mois) au présecondaira (8e année).

• • • • • •

Certified Orthotist Custom Bracing Custom Foot Supports Extra Depth Footwear ADP & WSIB Vendor Canadian Board for Certification of Prosthetists and Orthotists • Over 30 years of experience • Free Parking

1014 Maitland Ottawa ON K2C 2B6 Tel: (613) 725-3415 Fax: (613) 725-3510 www.grundyorthotics.on.ca

Making a difference in the lives of children, youth and families.

7

Annonces publicitaires

613-749-7557 x2180

8

Faire une diffĂŠrence dans la vie des enfants, adolescents et familles.

OEYC / CPEO Carleton Western Ottawa Community Resource Centre / Centre de ressources communautaires d’Ottawa ouest 2, crt. MacNeil Crt., Kanata • 613-591-3686 • www.wocrc.ca

Community Supporters

Contact an Ontario Early Years Centre today!

Communiquez aujourd’hui avec un Centre de la petite enfance!

OEYC / CPEO Nepean-Carleton City View Centre For Child and Family Services / Centre City View services pour enfants et familles 1099, prom. Longfields Dr., Nepean • 613-825-5990 • www.cityviewcentre.ca OEYC / CPEO Ottawa West—Nepean/ Ouest-Nepean Pinecrest-Queensway Community Health Centre / Centre de santé communautaire Pinecrest-Queensway 1365, ch. Richmond Rd., Nepean • 613-820-4922 • www.pqchc.com OEYC / CPEO Ottawa Centre Canadian Mothercraft of Ottawa-Carleton / L’agence canadienne Mothercraft d’Ottawa-Carleton 475, av. Evered Ave., Ottawa • 613-728-1839 • www.mothercraft.com OEYC / CPEO Ottawa South / Sud Andrew Fleck Child Care Services / Services à l’enfance Andrew Fleck 101-2330, prom. Don Reid Dr., Ottawa • 613-737-6369 • www.afchildcare.on.ca OEYC / CPEO Ottawa—Vanier Vanier Community Service Centre / Centre des services communautaires Vanier 270, av. Marier Ave., Vanier • 613-742-4400 • www.cscvanier.com OEYC / CPEO Ottawa—Orléans Orléans-Cumberland Community Resource Centre / Centre de ressources communautaires Orléans-Cumberland 105-240, boul. Centrum Blvd, Orléans • 613-830-4357 • www.crcoc.ca

Every Ontario Early Years Centre offers, at no cost: • Early learning and literacy programs for parents, caregivers and their children birth to six.

• Programs to support parents and caregivers in all aspects of early child development.

• Programs on pregnancy and parenting.

• Links to other early years programs in the community.

• Outreach activities to ensure all parents can become involved with their local Ontario Early Years Centre.

Chaque Centre offre gratuitement les programmes suivants: • Programmes d’apprentissage et d’alphabétisation durant la petite enfance à l’intention des parents, des responsables de garde et des enfants de la naissance à six ans; • Programmes offrant un soutien aux parents et aux respon­ sables de garde sur tous les aspects du développement de la petite enfance; • Programmes à l’intention des nouveaux parents sur la grossesse et la formation au rôle parental; • Liens avec d’autres programmes de développement de la petite enfance dans la collectivité; • Activités d’approche pour veiller à ce que tous les parents puissent participer aux activités du Centre de la petite enfance de l’Ontario de leur région.

Making a difference in the lives of children, youth and families.

9

Annonces publicitaires

Every child should feel good about school.

Our highly personalized approach builds the skills, habits and attitudes your child needs to succeed in school and in life.

• Develops independent work habits • Motivates learning • Improves attitudes

50% Off An AssEssmEnt Sylvan Learning Ottawa East 5303 Canotek Road, Unit 2

613-745-8391

sylvanlearningcentre@bellnet.ca

Please remember that visitors are not to visit at any time if they feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc.

10

Faire une différence dans la vie des enfants, adolescents et familles.

Community Supporters

Making a difference in the lives of children, youth and families.

11

12

Faire une diffĂŠrence dans la vie des enfants, adolescents et familles.

Catalogue No. 7610-3454246

Annonces publicitaires

www.oha.com/patientsafetytips