Grand River Hospital Patient Information & Services Directory - Freeport Campus

Ontario, N2G 1G3 www.grhosp.on.ca/CancerProg Subscribe to our enewsletter: www.grhosp.on.ca/epulse Grand River Hospital Grand River Hospital Foundation youtube.com/griverhosp @GRHospitalKW @GRHF Grand River Hospital Foundation

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Patient Information & Services Directory Freeport Campus 3570 King St. East I Kitchener, ON I N2A 2W1 Main Switchboard: 519-742-3611 I Automated Attendant: 519-749-4300 Grand River Hospital: www.grhosp.on.ca I Grand River Hospital Foundation: www.grhf.org

Freeport Campus

ATM Change machine Chapel Cafeteria

Union Terrace 1 Main Entrance Village Centre 2 Village Centre 1

Gift Shop Vending machine

Union Terrace 1 Village Centre 1 Grand River Terrace 1

Parking

Main lot

Always open Monday to Friday 7am - 7pm Weekends 9am - 5pm Everyday 9:30am – 4:30pm

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2 • Patient Information & Services Directory

Freeport Campus

“Welcome” Dear patients and visitors, We welcome you to Grand River Hospital.

As the region’s largest provider of specialized hospital services, our priority is to provide exceptional care to patients through our 15 clinical programs and services. These include cancer care, complex continuing care, critical care, emergency, laboratory services, childbirth, medical imaging, medicine, mental health and addictions, children’s, pharmacy, rehabilitation, renal/kidney care, stroke care and surgery.

Grand River Hospital’s Freeport Campus is increasingly involved in complex continuing care programs, rehabilitation, mental health and a range of outpatient health services such as our Waterloo Wellington Breast Centre and Freeport renal dialysis satellite.

We want your experience at Grand River Hospital to be a positive one and we welcome and encourage your comments. Please share your feedback with any member of your health care team, or through email at feedback@grhosp.on.ca We strive to be exceptional in everything we do, and through your feedback and insight we are better able to understand the needs of our patients and families.

If you would like more information about Grand River Hospital, or our programs and services, please contact our communications department at 519-749-4300, ext. 2986, or internally, simply dial ext. 2986. You’re also welcome to visit our website at www.grhosp.on.ca Wishing you good health, Staff, physicians and volunteers of Grand River Hospital.

www.grhosp.on.ca

www.grhf.org

Please follow us: Grand River Hospital Grand River Hospital Foundation youtube.com/griverhosp

@GRHospitalKW EXCEPTIONAL CANCER CARE IN WATERLOO @GRHF 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OFGrand EXCEPTIONAL CANCER River Hospital Foundation

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Thank your Hospital Hero with a gift for patient care at www.grhf.org or 519-749-4205.

more about other ways to give at www.grhf.org.

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4 • Patient Information & Services Directory

Freeport Campus

Safe health care starts with you!

Grand River Hospital is committed to providing safe and quality health care – but we need your help!

You are the most important advocate for your health, and being actively involved in your treatment will help ensure you receive the best care possible.

Remember these three tips!

1) Be involved in your care. Please ask a member of your health care team if you have questions. Please report any patient safety concerns or incidents to a member of your care team immediately.

2) Please share important health information with your care team (health history, medications, allergies, etc.).

3) Please make sure you know what to do when you leave the hospital.

Your health care team is your partner in safety.

Ask a member of your health care team for more information about your role in patient safety.

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Medication Safety Your safety is important to us. Knowing your medication history is a vital part of your care.

To help us care for you:

Please bring Bring the Thefollowing Following Timeyou Youvisit Visitthe Thehospital: Hospital: Each each time • All of your medications from home, in their original containers.

• An up- to-date list of all of your medications, including: - Prescriptions - Inhalers, patches, eye drops, etc.

- Vitamins, herbal products, etc.

- What the drug is for, the dose, and when you need to take it.

Remember to update your medication list: - When ANY changes are made; and - After all doctor and hospital visits.

Keep your medication list in your wallet along with your health card.

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6 • Patient Information & Services Directory

Freeport Campus

Table of contents Map to Freeport Campus........................ 2 Message from Grand River Hospital......... 3

Grand River Hospital Foundation........................................ 4 The patient experience Accessibility .......................................... 9 Concerns............................................... 9 Confidentiality........................................ 9 Patient declaration of values for Waterloo Wellington................................ 9 Privacy and confidentiality..................... 10

Preparing for your visit Advance directives, living will and power of attorney........................... 11 Billing / hospital costs......................... 11 Directions to the hospital...................... 13 Living will............................................. 13 Parking................................................ 13 Patient trust accounts.......................... 14 Transportation...................................... 14 Power of attorney................................. 14 Valuables............................................ 14

Your hospital stay

Patient safety Balloons.............................................. 18 Fire alarm............................................ 18 Fire exits............................................. 18 Identification........................................ 18 Infection control................................... 18 Research............................................. 19 Security............................................... 19 Smoke and tobacco-free grounds policy... 19

Visiting Animals............................................... 20 Breastfeeding...................................... 20 Fragrant products................................. 20 Gift shop............................................. 20 Patient inquiries................................... 20 Pets.................................................... 20 Visiting a patient (including our 24 hour visiting guideline)................................. 21

After your stay with us Going home......................................... 22 Paying your bills................................... 22

Patient care programs Emergency........................................... 23 Inpatient.............................................. 23 Outpatient........................................... 24

Accommodation................................... 15 Admitting............................................. 15 Clothing .............................................. 15 Hospital amenities and services Consent to treatment........................... 15 Administration...................................... 26 Food services...................................... 16 Bank machine...................................... 26 Leaves from the hospital ..................... 16 Bicycle racks........................................ 26 Medications......................................... 16 Blood, organ and tissue donations......... 26 Patient education................................. 16 Breastfeeding lounge............................ 26 Telephones.......................................... 16 Cafeteria: Subway CafĂŠ and EXCEPTIONAL CANCER CARE IN WATERLOO Televisions...........................................

17 Tim Hortons. ........................................ 26 10 YEARS EXCEPTIONAL What to OF bring to the hospital................. 17 CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER

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Cell phones......................................... 27 Chaplain / chapel................................ 27 Donations............................................ 27 Elevators............................................. 27 Hairdressing........................................ 27 Laundry............................................... 27 Library services.................................... 27 Lost and found..................................... 28 Mail.................................................... 28 Multifaith room / spiritual services........ 28 Newspapers......................................... 28 Shops................................................. 28 Taxi..................................................... 29 Volunteer resources............................. 29

Meet our health care team......... 30 Frequently called numbers.......... 32 Community supporters................. 33

Please note: we are constantly changing to meet your needs.

Information presented may be subject to change.

Printed 2019

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Freeport Campus

The patient experience Accessibility During the last several years, there have been a number of initiatives at Grand River Hospital to identify, remove and prevent barriers to people with disabilities. Construction and renovation processes have enabled architects and engineers to incorporate accessible features into the new and renovated facilities.

This year, Grand River Hospital has once again committed itself to the continuous improvement of access to hospital facilities, policies, programs, practices and services for patients and their family members, staff, health care practitioners, volunteers and members of the community with disabilities. Please discuss any accessibility concerns with your health care team or feel free to direct them to our patient relations coordinator at 519-749-4300 ext. 2966 or email feedback@grhosp.on.ca

Concerns If at any time during your stay you have a patient safety concern or experience a patient safety incident, please report it to a member of your care team immediately.

If you have a concern or complaint regarding your stay here at Grand River Hospital, please contact the charge/resource nurse on your unit as well as the clinical manager for your area. You are also welcome to contact our patient relations coordinator at 519-749-4300 ext. 2966 or through email at feedback@grhosp.on.ca and we will be pleased to help you.

Any feedback received from you will be used to continuously improve the care we provide.

Patient declaration of values for Waterloo Wellington As part of valued developed with broad consultation across Waterloo Region and Guelph Wellington, patients can expect their health care to include: • Patient-centred care that understands you are a whole person; treats you with compassion and respect; and includes your family and support system in your care.

• A partnership with your care provider that shares responsibility and accountability with you; provides care and support to achieve your health goals; and considers all your health needs, connecting you to health and community services.

• Communication that allows you to be heard in a safe and caring environment; provides clear health information that you can understand; and shares open and transparent information with you and your care teams.

• Equitable care that puts your needs first regardless of your situation; eliminates EXCEPTIONAL CANCER CARE IN WATERLOO to receiving timely and safe services; and is free of prejudice, 10 YEARS barriers OF EXCEPTIONAL CANCER CARE INstigma and LINGTON judgment.

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Freeport Campus • Continuous improvement in health care that provides you with access to the best quality of care; increases access to new innovative technology and treatments; and contributes to your confidence and trust in the health system.

As a patient or client, I value that: • I am provided with high-quality care and services that focus on my whole being – mind, body and spirit.

• My family and I are treated with respect, compassion and understanding of our unique needs.

• I am an active partner in my health care and as such am given reliable and current information so I can make informed decisions.

• I can express my appreciation or concerns about my health care experience knowing that my health care providers are actively listening.

Privacy and confidentiality Grand River Hospital is committed to protecting the privacy of our patients, and complying with the provincial Personal Health Information Protection Act. To provide you with the best possible care, our health care team requires access to your personal health information. We have policies regulating the collection, use, disclosure, retention and protection of your personal health information. To contact us about our privacy program, please phone 519-749-4275 (ext. 4275 from an internal phone) or send an email to confidentiallyspeaking@grhosp.on.ca All calls are strictly confidential.

Release of information (can I have a copy of my patient record): We respect your right to access your own information. Patients may request to view their own health record, or to receive a copy, by contacting Grand River Hospital’s health information management department at 519-749-4300 ext. 2108.

Family member calling to obtain a status update on a patient: If a patient has not chosen to opt out of the patient directory, parties may call the hospital to obtain general information about a patient. This includes the following: • The fact that the individual is a patient in the facility; • The individual’s general health status described as critical, poor, fair, stable or satisfactory, or in similar terms; and • The location of the individual in the facility.

In order to gain more information regarding the patient’s health status and/or care, express consent must be obtained from the patient: for example verbal consent, appointing a power of attorney or use of the privacy code (in certain inpatient units).

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Freeport Campus

Preparing for your visit Advance directives, living will and power of attorney A living will states your treatment and personal care wishes, but does not need to name anyone or be written in any specific way. It refers to what you want to happen if you become ill and cannot communicate your wishes about treatment. The term advance directive is also used to refer to such document. On the other hand, a power of attorney is a legal document that gives someone else the right to act on your behalf. However, you can write your treatment wishes (your living will) as part of your power of attorney.

If you have prepared or are in possession of such document(s), please inform a member of your health care team as soon as possible and ensure that your family or substitute decision maker is aware of your wishes. You will be requested to provide a copy of the document.

If you have any questions about this process, please ask a member of your health care team.

Billing / hospital costs When you come to the hospital for services, it is important to know how the cost of your stay will be covered. This happens either by OHIP, a third party insurance plan, or by your own financial means.

For the categories below, here is what information you will need to provide for your stay:

OHIP coverage: • Residents of Ontario will need a valid OHIP card.

• The card must be presented for verification during admission/visit.

• We will update address information at each visit.

• If you come to Grand River Hospital without an OHIP card, you will be registered as a non-insured patient status. We will ask you to sign a “Guarantee of Account” form with the service rates provided on the form.

• If you have not brought your OHIP card with you, please bring your card as soon as possible and provide this information to Patient Accounts. This will help us correct your billing in a timely way.

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Third party insurance coverage: • If you choose to pay for your preferred accommodation with extra health insurance, please provide the registration staff with the following information on admission:

- The insurance company name; - Policy and certificate number; and - Policy holder and group name.

• Please verify your insurance coverage before your arrival. The hospital assumes no responsibility to verify your insurance coverage. The hospital will bill your insurance company if there is supplementary/extended insurance.

• If the insurer does not cover any part of your accommodation charges, you will be responsible to pay the outstanding balance.

Self-pay: • Self-pay patients are those without a valid OHIP card, interprovincial coverage, or other insurance coverage.

• You will be asked to complete a “Health Release of Information” form.

• You must provide identification with a Canadian address at the time of registration.

• If your permanent residence is outside of Canada, you will also be required to complete and sign a “Non-Resident Guarantee of Account” form with appropriate rates indicated on the form.

• Patients who are new residents of Canada awaiting OHIP approval must provide a copy of their permanent resident card or landing documentation.

• You will be required to complete and sign a “Guarantee of Account” form with appropriate rates indicated on the form.

Co-payment: Inpatients assessed as no longer needing acute medical care are considered needing alternative level of care (ALC). These patients may be waiting for placement outside the hospital. The Ministry of Health requires these patients to provide a co-payment for their stay in hospital.

This means patients are partly responsible for the cost of their stay in hospital.

Co-payment fees are set by the Ministry of Health.

Please go to the Ministry of Health and Long-Term Care website at www.health.gov.on.ca to review current rates for this service.

These rates are subject to change on an annual basis.

Patients who cannot pay the full amount of co-payment can apply for a reduced co-payment.

Please call Grand River Hospital’s Patient Accounts office by calling ext. 7082.

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Freeport Campus

Directions to the hospital Grand River Hospital’s Freeport Campus is located at 3570 King St. E., Kitchener.

The main switchboard number is 519-742-3611.

By bus: Route 27 Chicopee stops behind the hospital on Morrison Road.

By car: From the westbound 401, exit on to Highway 8 west (Kitchener). Stay right and take Highway 8 to Kitchener. Take the first exit, Sportsworld Drive. Turn right and follow to King Street (second light). Turn right on King Street and stay in the left lane. Travel two and a half kilometres and cross the Grand River. The Grand River Hospital Freeport Campus exit is on right (east) side.

From north of Kitchener, take the Conestoga Parkway south and exit on to Highway 8 east to the 401. Exit Highway 8 at Fairway Road. Turn left on Fairway and right on King Street (at the first light). Travel approximately two kilometres and the Grand River Hospital Freeport Campus entrance is on the left (east) side.

From the eastbound 401, exit on to King Street to travel into Kitchener. Follow King Street for four kilometres and cross the Grand River. Freeport is on the right.

Parking Gated parking lot: Drivers must take a ticket to enter the lot. When you are ready to leave, you can pay for the ticket you received from the entry gate at the pay machine by the exit gates in the main lot with cash, coin or credit or at the exit gates with a credit card. Rates are $3.50 per half hour to a maximum of $14.25 per day. If the main lot is full, there is a grace period on the ticket you received from the entry gate that will allow you to exit at no charge.

Pay and display parking is available out front of the main entrance and at the specialized mental health entrance from Morrison Road. Rates are $3.50 per half hour or $14.25 per 24 hours. Please pay before you enter the hospital at any of the pay and display machines. The machines accept coins and credit cards.

Long-term reduced visitor parking is available to family and friends through the Precise parking office or the pay machine, both located in the Freeport main lot by the exit gates.

These parking passes allow the user unlimited exits from the gated parking lot.

Passes are also available for longer-term patients of the hospital such as patients receiving care in the renal satellite unit or those requiring pulmonary rehabilitation.

Please speak with your patient care department to find out more.

For any parking related questions, please call 519-749-4300 ext. 2883.

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Patient trust accounts Grand River Hospital is not responsible for money that’s lost or stolen. For patients with lengthy stays, you can arrange through the patient accounts office for the money you need for personal spending to be kept in trust. Please contact 519-749-4300 ext. 7082 for more information to see if you qualify for this service.

Transportation A Grand River Transit bus stops at the back of the hospital on Morrison Road.

For schedule information, call 519-585-7555. Mobility Plus provides specialized transportation for people with mobility difficulties; call 519-744-2241 in advance to apply.

United Taxi has wheelchair accessible taxi service. If you require information about out-oftown travel, contact your unit secretary.

Valuables Please leave money, credit cards, jewellery and valuable papers at home. If this cannot be arranged, please ask your health care provider to have them deposited in the hospital safe. The hospital cannot be responsible for lost, stolen or damaged property. It is advisable to put your name on all valuables whenever possible.

Power of attorney papers are required for the release of patient valuables.

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Freeport Campus

Your hospital stay Accommodation Residents of Ontario who are covered by OHIP are entitled to standard ward care (three or more beds in one room). You may choose to upgrade your room to: Semi-private: (two beds in one room) at an additional cost of $260 per day.

Private: (single room) at an additional cost of $305 per day.

Please check your insurance coverage before you are admitted. OHIP does not cover extra costs such as those for a television, telephone or semi/private room. Your insurance company may cover all or part of the costs of the upgraded service. If not, you are responsible for paying the outstanding balance.

We try to place you in the type of room that you request. At times, your choice will not be available upon admittance but you will be moved as soon as one is available.

Should you request any change in your accommodation, you will be required to sign a new admission form designating the change in your accommodation. Please notify the nursing station of your change request.

Admitting Please report to the customer service desk just inside the main entrance and you will be directed to the appropriate unit.

Clothing At Freeport, patients dress in personal street clothes whenever possible. Bring comfortable, soft, loose-fitting clothes such as tracksuits as well as warm socks and comfortable shoes. Storage space is limited.

Consent to treatment You, or your substitute decision maker, may be asked by your doctor to sign a consent form for certain tests, procedures, and treatments. Before signing, make sure you understand the benefits and risks of the proposed treatment. If you want more information, or have questions before signing, please talk to your doctor.

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Food services Most patients receive a weekly menu to select their meals. Your health care provider, family, friends or volunteers can help you fill out your choices. If you follow a special diet, let us know when you arrive. If you would like to talk to a dietitian while you are here, let your health care provider know.

• Subway Café For visitors, Subway Café provides a full range of Subway sandwiches and meals in addition to specialty beverages and treats. Subway is open 7am to 7pm on weekdays and 9am to 5pm on weekends and statutory holidays.

• Coffee Shop Tim Hortons provides a range of hot and cold specialty beverages and food items. It is open 7am to 7pm seven days a week.

Leaves from the hospital Arrangements can be made with your nursing staff to leave the Freeport Campus for the day or overnight with your doctor’s approval. Ample notice is required to obtain medications and arrange special needs. There is a “Release from Responsibility for Absence from Hospital” form that must be completed by all patients for any off-site outing.

Medications If you have any food or drug allergies, please let your health care provider know. To ensure you receive the safest care when you come to the hospital, you will be asked for a complete list of all medications you are currently taking along with dose information. This includes prescriptions, herbal remedies or supplements, vitamins, eye drops, etc. Only medications ordered by your physician may be taken.

Patient education We want to give you the tools to manage your own health care as best as you can.

Your care team will work with you and your family on patient education. We may help to develop a treatment plan, and give you education materials. These can include guides and booklets, or linking you with groups in the community that can help you.

Telephones

Telephone service in your room is available for a fee and is through the Hospitality Network. Order forms for telephone service are available on each floor, or patients may contact 519-749-4300 ext. 5353. Once you have rented a telephone from the Hospitality Network you can place a call by dialing “9” and “0” and then the number you wish to reach. If you are making a long distance call you will need to use a Bell calling card or ANCER IN WATERLOO WELLINGTON 10will YEARS OF E dialCARE “9” and “0” to make a collect call through the operator. Please note calls not be CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 put through to patient rooms before 7am or after 10pm.

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Freeport Campus Please note pay phones are available on Grand River Terrace level one and two, Pioneer Terrace level one and Union Terrace level one. These phones offer TTY functionality.

Televisions Televisions are provided on a rental basis in each room for your enjoyment. To arrange for television service, simply fill out a form and submit the form in the appropriate drop box on your unit. Forms are provided upon admission or by request.

Personal televisions are not allowed to be used in the hospital.

There are also community televisions installed in the living/dining rooms on each floor.

What to bring to the hospital Bring canes, walkers, wheelchairs, hearing aids, dentures, eyeglasses, or any other aid you use.

Patients dress in personal street clothes whenever possible at the Freeport Campus.

Bring comfortable, soft, loose-fitting clothes such as tracksuits as well as warm socks and comfortable shoes. Storage space is limited.

You are responsible for supplying your own toiletries including a toothbrush, toothpaste, hand soap, shampoo, tissues, deodorant, razor and cream, and a comb and brush.

Do not use powders and aerosol sprays in the hospital as they may trigger the fire alarm.

Due to patient and staff allergies, fragrance-free products are required. You may wish to bring your own pajamas, a robe, slippers, and pillow.

We appreciate you taking the time to label items with your name. We also ask that you keep personal items at your bedside and don’t leave them in shared spaces such as sinks or showers.

Please bring any current medications you are taking in their original containers.

Large sums of money and valuables should be left at home. You may choose to bring a small amount of money to use for pay phones or to purchase coffee, snacks etc in the cafeteria.

Please check with nursing staff regarding the use of electrical items. Electrical items must be CSA approved and be inspected by Grand River Hospital maintenance staff prior to use. Please leave any items with nursing staff to have inspected. Keep in mind that storage space is limited so large personal items are permitted by approval only.

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Patient safety Your safety is very important to us. Please report any patient safety concerns or incidents to a member of your care team as soon as possible.

Balloons Since latex balloons can cause severe allergies in some people, they are not allowed in the hospital. Mylar (foil) balloons are safe and permitted inside the hospital.

Fire alarm During a fire alarm, all elevators automatically return to the main floor and shut down with their doors open.

All fire doors will automatically close until an ALL CLEAR announcement is made on the speaker system. During a fire alarm remain in your area and do not move through the hospital unless directed by staff or fire department personnel.

Fire exits Fire exits are clearly marked throughout the building.

Identification It is important that staff members are able to identify patients at all times. Upon admission, you will receive an identification bracelet to be worn at all times. Additionally, staff, students and volunteers are required to wear their identification badges with their name and department clearly visible.

Infection control - help us keep patients safe Infection control is everyone’s concern. We want to prevent and manage infections to keep patients, staff and visitors safe.

First, clean your hands regularly with soap and water, and use the alcohol-based sanitizing gels located throughout the building. Cleaning your hands is important before entering or leaving the hospital, before and after patient contact, after using the washroom, and before eating.

Patients may also have specific visiting restrictions or needs based on their health. Please check with a care provider before you start your visit to find out more.

ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E Please do not visit the hospital if you have a respiratory illness (a cold or the flu), CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 a stomach virus or diarrhea.

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Freeport Campus

Research Research activities help us understand how we provide care and find ways to improve.

The hospital’s research and ethics committees must approve all projects before they can be conducted in the hospital. You may be invited to participate. If so, the procedures, benefits, and risks will be well explained before you make your decision. There is no obligation to participate and you can withdraw at any time.

Security The security office is located near the main entrance. Our security program, Hospital Watch, includes cameras and security officers who patrol the hospital for your protection.

All hospital staff must wear photo identification badges. You should only accompany someone who is wearing a badge. If you require assistance, please call ext. 7217.

Smoke and tobacco-free grounds policy Under the Smoke Free Ontario Act, all hospital buildings and properties are smoke and vape free.

People using tobacco outside the hospital must do so off of hospital grounds.

If you use tobacco, our staff can offer you support while you’re in hospital and to stay tobacco free once you are discharged.

Please feel free to discuss alternatives such as nicotine replacement therapy with your health care provider or contact the Smoker’s Helpline at 1-877-513-5333 or visit www.smokershelpline.ca

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Freeport Campus

Visiting Animals Service animals assisting people with a disability are permitted in the hospital. For other animals, please see “Pets” below.

Breastfeeding Grand River Hospital welcomes and encourages women to breastfeed anywhere, anytime throughout the hospital. You are also welcome to use our quiet breastfeeding lounge on Village Centre level two, room 1317.

Fragrant products Due to patient and staff allergies, we ask that you do not wear fragrant products while visiting the hospital.

Gift shop The gift shop is located on the main floor across from the security office. It is open most days. It’s a great place for browsing, shopping or just chatting with our friendly volunteers.

You can find a wide selection of men’s and women’s wear, jewellery, snacks, gifts and pharmacy items. All net proceeds benefit patient care at GRH.

Patient inquiries All patient inquiries or calls for service should be directed to the switchboard by dialing “0”. Outside the hospital, you are welcome to call 519-742-3611.

Pets Visiting dogs and cats are permitted within the Freeport Campus under the owner’s supervision and following a registration process with recreation therapy.

PLEASE NOTE: • All pets and handlers, even for individual visits, must register with recreation therapy first.

• An appointment must be made for the pet to be assessed and for review of vaccination and health records.

• Pets must under control on a leash six feet in length or shorter at all YEARS times.

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Freeport Campus • Pets are not permitted in the cafeteria or in dining rooms during meal times.

Please restrict your pet visits to your family members ONLY due to patient and staff allergies.

Visiting a patient (including our 24 hour visiting guideline) We are pleased to welcome visitors. Support from family and friends is a big help in the care and recovery of our patients.

First, before you visit, we recommend you check with the hospital first to see where your loved one is receiving care as they may be at either our Freeport or KW campus.

You can reach us at 519-749-4211 and we can tell you more.

GRH now offers greater family presence through our new visiting guideline. Formal visiting hours are from 7:30am to 8:30pm, however, families and other partners in care are welcome 24 hours a day according to patient preference, condition and care needs.

As with any health facility, we have procedures in place to protect the health and safety of the people we care for, their friends and family, as well as our staff.

We recommend family members and patients wash their hands regularly with soap and water, or use alcohol-based sanitizing gels located throughout the building. Hand-washing is important before entering or leaving the hospital, before and after patient contact, after using the washroom, and before eating.

On occasion, visitors may not be allowed in a particular unit and will be advised by unit staff. Those experiencing symptoms of a cold, flu or stomach virus should not visit patients. During a declared outbreak, the hospital may restrict or cancel all visiting privileges.

Properly vaccinated pets are also welcome under specific guidelines please see the guidelines under “Pets” on page 20.

Visitors requiring a wheelchair may borrow one for use on hospital property from security, located near the main entrance.

For night access to the hospital by visitors, an entry telephone is located outside the main entrance.

EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER

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Freeport Campus

After your stay with us Going home Freeport’s discharge time is 10am; a family member or friend should take you home after a hospital stay. Please make arrangements to leave the hospital no later than the specified discharge time. This is very important because your bed must be prepared for another waiting patient. Make sure you have all of your belongings and hospital cards as well as aftercare instructions and prescriptions as needed. It is important that you understand all instructions about your medications, diet, activity, and return appointments. If you have questions or concerns, ask your health care provider prior to your departure.

Paying your bills Statements and invoices are sent out monthly and payments may be dropped off to patient accounts located on the main floor of Pioneer Terrace (near the gift shop) during office hours (Mon– Fri) from 8am to 4pm or in the Patient Accounts box located by the main entrance of the Freeport Campus.

Pre-authorized payments of your account balance can be arranged for chronic and complex care patients. You can also pay by on-line banking, credit card payment (VISA, Mastercard) at the cashier office or by phone, debit card or personal cheque.

For more information, please call 519-749-4300 ext. 7082 or email patient.accounts@grhosp.on.ca

ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

22 • Patient Information & Services Directory

Freeport Campus

Care programs and services Emergency Please note emergency department services are not available at the Freeport Campus.

However, emergency services are available at Grand River Hospital’s KW Campus at 835 King Street West in Kitchener.

Inpatient Complex continuing care Complex continuing care consists of several programs that provide interdisciplinary assessment, treatment and monitoring for those living with or recovering from chronic illnesses: • Geriatric assessment program: this inpatient service is designed for frail seniors who require an inpatient admission to receive comprehensive interdisciplinary geriatric assessment and treatment.

• Neurobehavioural unit: offers specialized assessment and treatment for adults living with age-related conditions that may include dementia.

• General complex medical: this is an inpatient resource for individuals with chronic and complex illnesses that require a range of therapeutic services and technologies that are not readily available in the community.

• Chronic ventilator/respiratory: provides highly specialized care for individuals with complex and chronic respiratory conditions including those individuals who require a ventilator.

• Low Intensity Rehab: provides slower-paced inpatient therapy to improve an individual’s functional ability, quality of life, and safe return to the community.

• Palliative care: supports individuals and families through their end of life journey.

Rehabilitation • General rehabilitation: is an intensive inpatient therapy program that aims to increase an individual’s functional independence, quality of life, and help them return safely to the community.

• Stroke rehabilitation: our specialized care providers help patients recover after their stroke, and support families along the way. Care plans are customized for each person’s needs to help them recover as much function as they can.

Rehabilitation is available for inpatients and outpatients at the Freeport Campus.

EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER

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Freeport Campus

Specialized mental health This program provides 50 beds and services for mental health patients in the Waterloo Wellington. It allows patients to remain closer to home for specialized care. It serves patients 19 years of age and older who may need stays of up to three months as they receive treatment for a mental illness.

Specialized mental health includes: • A 13 bed unit for seniors who have a cognitive impairment typically related to a dementia; • A 37 bed unit for patients with a severe and persistent mental illness, as well as a seven bed transitional support unit; • Mental health outpatient transition services on the site; and • Community day services at the Freeport and KW campuses, as well as community locations.

Outpatient Communication technology clinic The communication technology clinic is an outpatient service for adults who require assistance with their functional speech and/or handwriting to meet their everyday communication needs.

EMG clinic The EMG clinic is electromyography that is a diagnostic test for peripheral neuropathies, such as carpal tunnel syndrome and myopathies (muscle conditions).

Neuro-rehabilitation clinic The neuro-rehabilitation clinic provides individual and intensive therapy for individuals aged 16 years and older who are living with impairments related to a neurological condition.

Physical medicine clinic The physical medicine clinic is a consultative service for both orthopedic and neurological conditions.

Prosthetic and orthotic clinic Prosthetic and orthotic clinic provides consultation, assessment, treatment, and followup services to individuals with lower limb amputations or orthotic needs.

Pulmonary rehabilitation clinic

Pulmonary rehabilitation clinic provides an interdisciplinary service for patients with severe lung disease. The program assists patients to regain control of their breathing, learn how to cope with lung problems, and regain lost energy and strength.

ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

24 • Patient Information & Services Directory

Freeport Campus

Waterloo Wellington Breast Centre (WWBC) Grand River Hospital’s Freeport Campus is the home of the Waterloo Wellington Breast Centre. It is on the first floor of Pioneer Terrace. WWBC is part of the Ontario Breast Screening Program. It provides a welcoming place for women to have breast screening.

WWBC also provides high-level care for women who may have an abnormality found in a mammogram.

We want to provide detailed exams, short waits and access to a team of care providers.

Freeport hemodialysis satellite Grand River Hospital’s Freeport Campus is home to a satellite hemodialysis service for patients who need kidney care. The service promotes independence for patients, provides care closer to their home for treatment, and offers a quiet relaxing dialysis environment.

Patients receive an introduction to their care at GRH’s KW Campus before being referred to Freeport for dialysis treatment. The dialysis satellite is located on the first floor of Grand River Terrace.

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Freeport Campus

Hospital amenities and services Administration The Freeport Campus is part of Grand River Hospital. Some administration offices are located on the second floor of the Village Centre. If you wish to speak with someone in administration by phone, please call the main switchboard by dialing “0” and ask them for assistance.

Our patient relations coordinator is available to speak with patients and family members about concerns, feedback or comments about care at both Grand River Hospital campuses.

Please call 519-749-4300 ext. 2966 or through email at feedback@grhosp.on.ca and we will be pleased to help you.

Several administrative offices for Grand River Hospital are also located at the KW Campus at 835 King Street West.

Bank machine A 24-hour bank machine is located on the main level of Union Terrace, next to the Subway Café.

Bicycle racks Bicycle racks are located outside of the main entrance. Carefully lock all bicycles. Grand River Hospital does not assume any responsibility for their safekeeping.

Blood, organ and tissue donations Grand River Hospital is a partner with Canadian Blood Services to encourage blood donations. For more information or to donate, please call 1-888-2-DONATE. Our hospital also works closely with the Trillium Gift of Life Network for organ and tissue donations. We encourage people to register their consent by visiting www.beadonor.ca

Breastfeeding lounge See “Breastfeeding” on page 20.

Cafeteria: Subway Café and Tim Hortons Subway Café provides a full range of sandwiches and meals, in addition to specialty beverages and treats. Subway is open 7am to 7pm on weekdays and 9am to 5pm on weekends and statutory holidays.

ANCER IN WATERLOO 10 YEARS TimCARE Hortons provides a range of hot and coldWELLINGTON specialty beverages and food items.

It is open OF E CEPTIONAL CARE IN WATERLOO WELLINGTON 1 7am to 7pm CANCER seven days a week.

ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

26 • Patient Information & Services Directory

Freeport Campus

Cell phones General cell phone use is permitted on GRH property. However, please ensure you do not use a cell phone within one meter of any medical device to avoid any radio-frequency interference.

Hospitals are required to maintain the privacy of patients. If you choose to take a photo in the hospital with your phone, please ensure you have the consent of all parties involved, that there’s no one in the background who hasn’t consented, and care will not be affected.

If you have questions, please ask a staff member.

Cash We recommend guests of the hospital bring a small amount of cash with them. Change is available through the cashier’s office in our Pioneer Terrace wing, first floor, during business hours.

Chaplain / chapel See “Multifaith room / spiritual services” on page 29 or call ext. 2142 for more information.

Donations The Grand River Hospital Foundation (www.grhf.org) gladly accepts donations to support the purchase of specialized patient equipment, upgrades to facilities and other initiatives. Please see page 4 for details.

Elevators There are elevators in every building. If you are using a wheelchair and are unable to push the buttons, bump the large green kick panel with your chair to call the elevator. Once you are inside, the elevator will stop at every floor.

Ask at the reception desk for the elevators closest to where you are going. During a fire alarm, all elevators automatically return to the main floor and shut down with their doors open.

Hairdressing The Village Studio is a beauty shop located on the main floor of Grand River Terrace. Open Wednesdays and Fridays from 10am to 4pm, it offers beauty salon services by appointment.

Please call ext. 7150 to book your appointment. For chronic and complex care patients, you have the option to pay for your hairdressing services by completing a form at the studio.

Patient accounts can then bill you directly.

Laundry

Freeport offers a weekly personal laundry service for WATERLOO patients for $80 a month. Fees are EXCEPTIONAL CANCER CARE IN subject to change.

Patients already receivingCANCER a co-payment exemption can IN 10 YEARS OF EXCEPTIONAL CARE apply for 1 a0 reduced rate. Please callEXCEPTIONAL ext. 7082 for more LINGTON YEARS OF CANCER information. www.grhosp.on.ca •

27

Freeport Campus

Library services The Lyle S. Hallman Reading Room is located on the main floor of Grand River Terrace and is always open for patients and families to use.

Lost and found If you have found an article or lost a possession, please notify your health care team or contact security at ext. 7217.

Mail Your incoming mail is delivered daily. It should be addressed as follows:

Please write the patient’s name and in brackets write the word patient Grand River Hospital Freeport Campus P.O. Box 9056 Kitchener, ON N2G 1G3

For outgoing mail, there is a mailbox outside the main entrance.

Multifaith room / spiritual services Our sanctuary on the second floor of the Village Centre wing has been dedicated for prayer, meditation, and other individual or small group spiritual customs or practices.

To reserve this space for a special service, contact spiritual care at ext. 2142.

Newspapers The Grand River Hospital Volunteer Association donates copies of Waterloo Region’s daily newspaper, The Record, to patient care areas where they are used for therapy purposes.

Shops All of the shops are operated by the Grand River Hospital Volunteer Association with proceeds donated to the Hospital.

• The gift shop is located on the main floor of Village Centre and is open most days of the week. It sells handicrafts, clothes and unique gift items.

• The Lyle S. Hallman reading room is located on the main floor of Grand River Terrace and is always open for patients and families to use.

• The village studio is a beauty shop located on the main floor of Grand River Terrace.

It offers beauty salon services by appointment.

To book your appointment, please call ext. 7150.

ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

28 • Patient Information & Services Directory

Freeport Campus

Taxi Taxi telephones are located next to the main reception. These free telephones connect directly to the taxi companies.

Volunteer resources Grand River Hospital is fortunate to have a large dedicated group of volunteers to assist you. Their unique teal-coloured vests and the ID badges that they wear make them easy to identify. If you would like information about how to become a volunteer, please contact the volunteer resources office at 519-749-4300 ext. 2613 or visit www.grhosp.on.ca/volunteer

EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER

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Freeport Campus

Meet our health care team Grand River Hospital provides a wide range of programs and services to the community we serve. We are proud of our health care team and the quality patient care they provide to meet the needs of our community.

Upon arrival at Grand River Hospital, a multidisciplinary team will assess your needs and determine what services you require. If you have any questions about your care, speak to your health care provider.

For your information, your health care team may include any of the following members: • Clinical directors, medical directors and clinical managers provide leadership to the frontline health care team for the service you receive. They ensure patients receive the best possible care through efficiency and accountability. They promote a caring and respectful culture in the workplace.

• Clinical secretaries perform bookings, arrange physician referrals, and act as the centre of communication for any requests.

• Dietitians will assess, recommend, and monitor a patient’s nutritional needs.

Nutrition education is also provided according to individual patient needs.

• Elder Life Specialist: older adults can become confused and decline in their mental and physical abilities while in hospital. The Hospital Elder Life Program (HELP) is a friendly visitor program shown to prevent confusion and loss of ability. As part of HELP, specially trained volunteers visit older patients to provide support and assistance. Volunteers are supervised by the elder life specialist. The elder life specialist develops a care plan for the volunteers to carry-out. This care plan can include help with meals, range of motion exercises, and social time with the patient.

• Environmental services staff members are responsible for general cleaning of units and laundry services.

• Home and community care staff from the Waterloo Wellington Local Health Integration Network provide a single point of access to community care and longterm care placement for patients of all ages in our community who meet eligibility criteria.

• Infection prevention and control team is responsible for preventing the spread of infections with education, surveillance and the promotion of effective hand hygiene practices.

• Maintenance staff members are responsible for all repairs to the facility. If you have any maintenance related issues or concerns, you can speak to your health ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E care provider.

CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

30 • Patient Information & Services Directory

Freeport Campus • Neuropsychologists assess neuro-behavioural functioning.

• Nursing staff provide comprehensive, compassionate, holistic care to all patients.

They are involved in the planning, implementation, and evaluation of nursing intervention for patients 24-hours a day.

• Occupational therapists work towards increasing patients’ independence in dayto-day activities. They provide individualized treatment programs and can arrange for specialized equipment to help patients reach and maintain a full functional capacity.

• Pharmacists review all patient medications for safety and appropriateness.

Pharmacists are assigned to each program in the hospital and are available to speak with patients and family members to answer any questions they may have.

• Physicians are responsible for the medical care of all the patients.

A physician is always on-call.

• Physiotherapists work with patients to improve, maximize, and maintain physical movement.

• Recreation therapists assess individual recreation/leisure needs. They will provide social or therapeutic programs, leisure education, and resources to help with overall health and well-being.

• Resource nurses coordinate patient care delivery and act as a liaison between family members and the health care team. They organize family and team meetings and act as a resource for any questions regarding the operation of their unit and program.

• Respiratory therapists assess and treat patients with heart and lung issues and concerns. They will consult with staff about special needs including oxygen use.

• Social workers provide emotional support to you and your family through individual, family, and group counselling.

• Speech language pathologists assess and treat residents with speech and swallowing difficulties.

• Spiritual care providers (formerly known as chaplains) are specialists in spiritual and religious care. They offer support in times of crisis and illness to people of all religious faiths or of none.

• Students, under the supervision of qualified staff, may be involved in your care as part of education programs in nursing, humanities, rehabilitation, and other areas.

• Therapy assistants provide treatment and activities under the guidance of occupational therapists, physiotherapists, and recreation therapists.

• Volunteers enhance everyone’s life at Grand River Hospital by providing many special touches and activities.

To have IN a volunteer visit you, ask one EXCEPTIONAL CANCER CARE WATERLOO 10 YEARS of OF CANCER CARE IN your EXCEPTIONAL health care providers.

LINGTON 10 YEARS OF EXCEPTIONAL CANCER

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Freeport Campus

YOU are a very important part of our team!

We encourage you to be an active participant in your care.

Your safety is very important to us. Please report any patient safety concerns or incidents to a member of your care team as soon as possible.

Patients and their families should feel free to contact any member of our health care team with questions, comments, and suggestions. Patient concerns may be directed to our patient relations coordinator at 519-749-4300 ext. 2966 or email feedback@grhosp.on.ca You may also access our general information e-mail address at info@grhosp.on.ca, by writing a note to our communications office, or by asking a member of your health care team to put it into the hospital mail.

Frequently called numbers Main switchboard: 519-742-3611 Automated attendant: 519-749-4300 Patient accounts: billing office for services not provincially funded....................................................................519-749-4300 ext. 7082 Grand River Regional Cancer Centre......................................................... 519-749-4380 Grand River Hospital Foundation.............................................................. 519-749-4205 Health Care Centre Pharmacy.................................................................. 519-749-4227 Patient inquiries: to access a loved one in hospital.................................... 519-749-4211 Patient relations: to share feedback or complaints......................519-749-4300 ext. 2966 Volunteer resources: for more information about volunteer opportunities.............................................................519-749-4300 ext. 2613

Have we missed anything that would have been valuable to know?

Please let us know!

ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL

32 • Patient Information & Services Directory

Grand River Hospital is extremely grateful to all advertisers for helping to make this directory possible.

Freeport Campus Please note, an advertisement in this directory does not imply an endorsement by Grand River Hospital.

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Freeport Campus

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Freeport Campus

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CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 www.erbgood.com our family In addition to traditionalCARE choices, we specialize in offering: ARS OF EXCEPTIONAL CANCER IN WATERLOO WELL .

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we cannot accept any responsibility for errors or omissions overlooked once approved by yourself at this stage.

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38 • Patient Information & Services Directory

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