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PATIENT SERVICES

Directory

Our Mission You can count on me Our Vision New Horizons for Health and Wellness

120 Napier St, Goderich, ON N7A 1 W5 Tel (519) 524-8689 Email amgh.administration@amgh.ca

Our Values I nnovation C ompassion A ccountability R espect E xcellence

www.amgh.ca


Welcome to AMGH

We are delighted you have chosen Alexandra Marine and General Hospital! On behalf of the Board of Directors, staff, physicians and our many volunteers I am pleased to welcome you to Alexandra Marine and General Hospital (AMGH), your local full service community hospital. It is the sincere goal of the entire team here at AMGH to ensure that you receive the highest quality of care possible during your stay with us. This Patient Services Directory will provide you with important information you will need to know while you are receiving care here. AMGH is proud of and remains committed to our tradition of providing safe, high quality patient centred care. Our exceptional physicians and staff are dedicated to providing you with respectful, compassionate and excellent care‌every time! We live our Mission, You Can Count on Me every day and in all that we do to take care of you. We value the opinion you have about the care you receive and your experience here at AMGH. Please help us to continually improve the care we provide by sharing your feedback with us. I invite and encourage you to contact me with your feedback! Please send your comments to bruce.quigley@amgh.ca or call me at 519-524-8689 ext. 5711. Thank you! Bruce Quigley President and CEO

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Welcome to AMGH

Our achievements validate that we live our organization’s mission -

You Can Count On Me. It speaks to the commitment we hold ourselves to and the belief that our patients and their families expect and deserve exceptional quality of care, respect and compassion each and every time they trust us with their care. Your input is very important to us. Please take the time to let us know about your experience with us. It is through your feedback that we can learn what has worked well and what we can continue to improve upon. With your permission, we also would like to share your comments and suggestions with the staff and physicians as they are invested in your wellbeing and in you having a positive experience. You can reach us at amgh.administration@amgh.ca or 519-524-8689 x 5712.

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Welcome to AMGH

Table of Contents Welcome to AMGH Thank you for choosing AMGH...2 Mission, Vision and Values..........5 Who We Are................................6 Standards for Behavior of Excellence...................................8 AIDET..........................................9 Patient Feedback/Patient Satisfaction Surveys..................10 AMGH Facts and Stats.............. 11 Contact Us.................................12 Directions..................................13 Quality......................................16 AMGH Foundation....................17 Your Hospital Stay What to bring.............................18 Discharge..................................19 Environmental Sensitivity...........19 Hospital Rates...........................20 How to pay your bill...................20 Visiting Patients/Visiting Hours..21 Patient Safety Be Involved in Your Care...........22

Patient Whiteboards..................25 Reduce Your Risk of Falling.......26 Who are you? We need to be sure! .....................................26 Hospital Services Cafeteria....................................27 E-mail a Patient.........................27 Auxiliary.....................................28 Flowers and Gifts.......................29 Gift Shop...................................29 Housekeeping............................29 Mail............................................29 Parking......................................30 Patient Meals.............................30 Psychiatric Services..................31 Public Washrooms.....................32 Recycling...................................32 Security.....................................32 Smoking....................................33 Spiritual Needs..........................33 Telephones................................34 Television ..................................34 Wireless Access........................34 Community Supporters Index..........35

Controlling Infection...................22 Emergency Codes – An important notice for your safety.................23 Hand Hygiene - the best defense against illness............................24

The information presented in this directory may be subject to change.

Medication Safety......................24 Privacy.......................................25

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Our mission “You Can Count On Me” speaks to the importance of serving others and drives accountability to the individual. The acronym ICARE represents the values that underpin all that we do and all that we strive to be. Innovation, Compassion, Accountability, Respect and Excellence. AMGH has four strategic pillars: People, Quality, Finance and Integration. These pillars represent our strategic priorities, guide us in how we conduct our daily business and establish a quality framework to ensure we are continuously striving to achieve excellence.

MISSION You Can Count On Me

VISION

NT ON ME

Welcome to AMGH

The Strength of who we are Our Mission, Vision and Values

New Horizons for Health & Wellness

STRATEGIC PRIORITIES Best of the Past....Innovative Future Roadmap to Excellence

PEOPLE

QUALITY

FINANCE

INTEGRATION

Values: ICARE Innovation

www.amgh.ca

Compassion

Accountability

Respect

Excellence

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Welcome to AMGH

Who we are AMGH is the largest provider of health care services in Huron County, which includes the delivery of primary care and a range of secondary level acute care to its broad catchment population. AMGH is a full service community hospital providing on-call coverage for internal medicine, general surgery, diagnostic imaging, laboratory, anaesthesia and obstetrics. In addition, the emergency department has a physician on duty 24 hours a day, seven days per week. The hospital is an active treatment facility operated under the direction of a 16 member Board of Directors. AMGH currently operates 42 beds providing acute, psychiatric, emergency, obstetrics, ambulatory care and is operating under a four year accreditation award granted in 2013. We are a Schedule 1 facility with a 20 bed inpatient psychiatric unit that provides care for all of Huron County as well as providing services for some bordering communities in Bruce, Grey and Perth Counties. AMGH also offers full-time Community Psychiatric Services located in Clinton, Exeter, Goderich, Seaforth and Wingham. The Community Psychiatric Service is also a satellite service to London Health Science Centre providing support for eating disorders. In addition to these community programs, AMGH provides the Regional Intensive Case Management Program serving mentally ill patients throughout Huron and Perth Counties. Medical practitioners on active staff include two general surgeons, four psychiatrists, one internist, one OB/GYN and 15 family physicians (three general practitioner anaesthetists provide anaesthesia coverage). These physicians, supported by visiting specialists primarily from London, provide services for a wide range of outpatient clinics including general surgery, gynaecology, internal medicine/cardiology and obstetrics. Three general practitioner obstetricians provide obstetrical service. AMGH is a designated Telestroke site and home to onsite hemodialysis as a satellite unit of London Health Sciences Centre. Other community services provided at AMGH include respiratory investigations, a wide range of diagnostic imaging procedures, laboratory, diabetic education, nutrition, inpatient and outpatient physiotherapy, speech and language pathology, pulmonary function testing, holter monitoring, echocardiograms, stress testing, ECG and social work for inpatients. An active ambulatory care program is maintained and includes day surgery and outpatient services. Those patients in need of more specialized care and treatment are primarily referred to care facilities in London/Stratford. While each program is unique in its own area, together they form a hospital team dedicated to compassionate, high quality and family centered care.

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The Board of Directors, Physicians and Staff of AMGH are committed to patient safety and fostering a safe environment for patients and their families. In the interest of maintaining its high quality of care and its practice of continuous quality improvement, the Board of Directors has identified patient safety as one of its strategic priorities with objectives and a quality improvement plan to guide our success.

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Welcome to AMGH

AMGH is a fully accredited hospital with Accreditation Canada, the leader in raising the bar for quality in health. Their mission is to drive quality in health services. They help organizations across Canada to evaluate and improve the quality of service they provide to their patients. AMGH strives to continually improve by participating in the accreditation process and by meeting or exceeding the identified standards and practices.

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Welcome to AMGH

Standards for Behaviours of Excellence

Alexandra Marine and General Hospital Standards for Behaviours of Excellence

For staff, physicians and volunteers You can count on us to: • Achieve results by working collaboratively with others • Appreciate and respect diversity, dignity and interrelationships • Be responsible for our actions and behaviours • Communicate regularly to keep you informed & to engage you to be a part of your care • Conduct ourselves with honesty, integrity and respect • Foster continuous improvements and inspire learning • Nurture creativity and new ideas through progressive thinking • Provide safe, high quality care while demonstrating caring and sensitivity • Treat your personal health information with the utmost privacy and confidentiality

Patient and Client Responsibilities

We count on our patients and clients to: • Be accountable for any costs associated with your care • Be responsible for your own actions • Communicate with your health care team • Keep yourself and others safe while respecting others property • Participate and be engaged in your care • Respect hospital practices, policies and procedures • Treat others with dignity and respect • Use heath care resources wisely

Patient and Client Rights

Patients and clients have the right to: • Access health records • Be represented, assisted and/or accompanied • Confidentiality • File a complaint • Give or refuse consent to services • Information • Participate in care decisions • Personal safety • Receive appropriate services • Receive care and services from professionals • Respect and dignity

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At Alexandra Marine and General Hospital, we know that being in a hospital, either as a patient or a visitor, can sometimes make you feel uncertain and nervous. AMGH has adopted the AIDET concept as a first step in building a trusting relationship with you. With our use of AIDET, you can expect that our staff and physicians will help build your confidence in the quality and compassionate care we provide to our patients.

A cknowledge the patient and make them feel welcome I ntroduce yourself, say job title and what you do at AMGH

Welcome to AMGH

AIDET

D uration - let the patient know the length of their procedure or appointment E xplain step by step so patient knows what to expect

T hank you for choosing AMGH

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Welcome to AMGH

Patient Feedback - We are Listening The staff, physicians and volunteers at AMGH work hard every day to provide you and your family with the same quality of care they would want for their own families. We want to ensure that your experience at AMGH is pleasant and professional and that you walk away healthy and satisfied. With that goal in mind, we want to make certain that you have your feedback recorded, both during and after your visit. We care what you think. Your comments help us continue to provide high-quality care and service to you and our community. To share your feedback about your stay with AMGH, you may contact us by phone at 519-524-8689 ext. 5712, by e-mail at amgh.administration@amgh.ca or visit our website www.amgh.ca/wearelistening.

Patient Satisfaction Surveys We want to hear what we are doing right and what we can do to improve our care and service to ensure we achieve excellence in our patient’s experience. To obtain your valuable feedback, AMGH conducts random voluntary patient satisfaction surveys. If you receive a survey, we would be grateful if you would take the time to provide us with your feedback. This survey can be completed before you leave and deposited into the box provided. Alternately, you can find the survey on our website www.amgh.ca by looking for the section regarding patient surveys on the bottom right of the home page. More information about the survey can be obtained from your nurse.

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2015/2016 Stats ER Visits 16,209 Ambulatory Care Visits

12,410

Admitted Patients 1,776

Ambulatory Care

Cardiorespiratory Services

Community Psychiatric Services

Diabetes Education Centre

Diagnostic Imaging

Emergency Medicine

Huron County Obstetrics

Telestroke Patients (Assessments) 61

Huron County Telestroke

Diagnostic Imaging

Inpatient Mental Health

Inpatient Medical/Surgical Care

Laboratory and Blood Blank

Medical Device Reprocessing

Ontario Breast Screening Program

Palliative Care

Partners with Huron County Midwifery Services

Pharmacy

Regional Satellite Dialysis

Speech Language Pathology

Surgical Services

Peer Health Support Program

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Births 97 Surgical Cases 1,115 Dialysis Visits 1,622 Lab Procedures 223,089

CT Exams 4,243

X-Rays 9,8742

Mammography 800

Ultrasound 5,903

OBSP 1,753

Welcome to AMGH

Programs and Services at AMGH

109 Nurses 60 Volunteers Average Triage to Physician Time - 48 minutes

246 Employees 27 Physicians/Specialists

AMGH Centres of Excellence

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Welcome to AMGH

Contact Us Alexandra Marine and General Hospital 120 Napier Street Goderich, Ontario N7A 1W5 Phone: (519) 524-8689 ext. 5712 E-mail: amgh.administration@amgh.ca Department Extension Ambulatory Care Clinic................. Ext 5208 Business Office............................. Ext 5702 Clinical Nutrition............................ Ext 5611 Diabetes Education ...................... Ext 5612 Dialysis......................................... Ext 5621 Emergency Department................ Ext 5258 Foundation.................................... 519-524-8508 Health Records............................. Ext 5401 Human Resources........................ Ext 5720 Intensive Care Unit (ICU).............. Ext 5273 Laboratory..................................... Ext 5460 Medical Imaging............................ Ext 5488 Obstetrics...................................... Ext 5247 Physiotherapy............................... Ext 5643 Psychiatry..................................... Ext 5296 Speech.......................................... Ext 5640 Switchboard.................................. Ext 0

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From Hwy 21N: Upon entering Goderich from Hwy 21N, you will be driving up a large bridge. Move into the left lane. Napier St. is the 2nd street on the left. The Hospital is located at 120 Napier St. From Hwy 21S: Take Hwy 21S (will turn into Bayfield Rd.), stay on it until it comes to an end, turn left onto Britannia Rd. E. Veer to your right onto Victoria St. S. Stay on Victoria St. You will pass three sets of stoplights. Napier St. is ahead on the right hand side. The Hospital is located at 120 Napier St. From Hwy 8: Take Hwy 8 (will turn into Huron Rd.) until you reach the set of five stoplights at Victoria St. N, turn right onto Victoria St. N. You will pass two sets of stoplights. Napier St. is ahead on the right hand side. The Hospital is located at 120 Napier St.

www.amgh.ca

Welcome to AMGH

Directions

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In 2015-2016, every patient that visited our hospital and completed a Patient Satisfaction Survey said they were treated with courtesty and respect in all departments of AMGH.

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“The staff at AMGH were very caring and very informative. I appreciated the kind, quick responses, extra measures taken for my comfort and the thorough unprompted explanations of each step along the way. We are lucky to have such a great hospital & resources in a small town like this”quote provided from an AMGH Patient

“This hospital faces a lot of difficult and adverse conditions, but always manages to handle the medical situations at hand with professionalism, compassion and persistence, all while respecting the patient with dignity and kindness”- quote provided from an AMGH Patient www.amgh.ca

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Quality Quality at AMGH AMGH is dedicated to providing the best quality of care to all our patients and we are proud to be part of a system that is focused on quality, accountability, transparency and results. Hospitals operate in one of the most demanding accountability and transparency environments in Canada. AMGH is committed to these values and to the communities we serve. Quality improvement is an ongoing priority that helps us continually find new and better ways of doing things so that we can enhance care for patients, increase satisfaction and achieve ongoing improvement in clinical outcomes.

What is a Quality Improvement Plan? The Quality Improvement Plan, or QIP, is our guide to achieving quality care. Each objective on our QIP is tied to one of our Strategic Pillars - People, Quality, Finance and Integration. With this plan, we are able to clearly see our targeted areas for improvement and chart our progress. Our QIP is updated yearly and is available for public viewing on our website at www.amgh.ca/qualityandclinicalreports.

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In its short fundraising history, the Foundation has raised over eight million dollars for capital purchases for AMGH. Thanks to the generosity of its donors, the Foundation has purchased key pieces of equipment related to obstetrics, surgery, the emergency department, labs, and many other services provided at the Hospital.

AMGH Foundation

Since 1993 the AMGH Foundation and its volunteers have worked closely with AMGH to ensure that quality health care is available to our local communities.

The community’s commitment and support for keeping quality health care close to home was also demonstrated with the recent Dialysis 95 + 20 campaign which successfully raised $150,000 for the upgrading and refurbishment of the Dialysis Unit at AMGH. The strength of the AMGH is dependent upon the support and spirit that exists within the community. Your generosity to the Foundation ensures that the Alexandra Marine & General Hospital will continue to provide the standard of health care that you have come to expect. No matter how you choose to give, we would be pleased to assist you with arranging a donation, and discussing your donor recognition options. Thank you for helping to build a healthy tomorrow, today! A message from our Foundation Chair – Myles Murdock “The Foundation’s goal is to continue to provide the necessary financial support to the Hospital as they strive to become a health care hub for our area, and to ensure that our community continues to have health care experiences that are second to none.” Alexandra Marine & General Hospital Foundation 120 Napier Street Goderich, ON. N7A 1W5 519-524-8508 amgh.foundation@amgh.ca

www.amghfoundation.ca

Charitable Registration # 89060 1248 RR0001

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Your Hospital Stay

What to bring: • Your Ontario Health Card - your Ontario Health Insurance Plan (OHIP) will cover all your in-hospital costs except for: • preferred accommodation (semi-private or private accommodation) • transportation costs may be incurred if applicable

If you do not have OHIP, you are responsible for all costs incurred during your stay. • Supplementary insurance information - preferred accommodation charges are your responsibility. You may have extra insurance which will cover this added cost and you are encouraged to review your insurance coverage prior to admission. The hospital will submit the preferred accommodation request to your insurance company; however, the responsibility for payment remains yours. Every effort will be made to give you the type of accommodation you have requested; however, this may not always be possible due to patient needs and space limitations. You will be transferred when a room becomes available. • Your credit card - please ensure that the hospital receives full payment for any charges that are not covered by OHIP. Patient accounts can be paid at the Business Office, located on the first floor, close to the main entrance, at the front of the hospital. • Your current medications - Physicians and nurses need to be aware of ALL medications, vitamins, herbal and food supplements you take. Bring your medication bottles and an up to date list of medications that includes the name of the medication, dose you take and how often you take it. Your medications will be identified and returned to you or a family member to take home or stored for you until discharge. • Personal items - you may wish to bring: brush, comb, dental care products (toothbrush and toothpaste), shaving products, skin care products, pyjamas and slippers as the hospital does not supply these items. • Electric Devices - you may bring your own electric device (items not supplied by the hospital - razors and hairdryers). Battery-operated appliances are preferred and all electrical devices must first be checked and approved by our maintenance department. Please ask your nurse to arrange for this check.

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• Valuables - please do not leave valuables such as jewelry and money/ credit cards/debit cards in your room unattended. Send valuables home or ask to have them locked up in our safe located in the Business Office. The hospital is not responsible for any personal items that may go missing.

Discharge • A family member or friend should take you home after a hospital stay. Please ensure that you have after-care instructions, prescriptions, medication and follow-up appointment information. If you are unsure about anything, please ask staff before you leave. • You may need care after your discharge from the hospital. The hospital staff will help you plan for discharge and coordinate after care and resources if needed.

Your Hospital Stay

Please leave at home:

Environmental Sensitivity: • AMGH will provide measures for the protection of patients, medical staff, staff, volunteers and visitors regarding environmental sensitivity exposure. In recognition of the potential risk to sensitive individuals, it is necessary to eliminate or minimize such exposure. The procedure for dealing with individuals with environmental sensitivity will be addressed on a case-bycase basis. • Wearing perfume or perfumed products should be kept to a minimum. • Latex balloons are not permitted within the hospital. Balloons manufactured from alternative materials (i.e., Mylar) are acceptable. • Please refrain from bringing strong smelling flowers into the hospital. • Smoking is not permitted on hospital property.

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Your Hospital Stay

Hospital Rates

***Rates are subject to change

How to pay your bill Make a bill payment on-line by visiting www.amgh.ca/payment If you wish to send a cheque in the mail: • Make payable to Alexandra Marine and General Hospital and mail to Alexandra Marine and General Hospital, 120 Napier St, Goderich, ON N7A 1W5. Credit Card over the phone: • During business hours: 519-524-8689 ext 5702. In Person: • During office hours come in person to the Business Office (1st floor). After office hours come to Patient Registration located at the Emergency Entrance. • Payment can made by the following: cash, cheques, Mastercard, Visa, Visa/Debit and Debit card. • Please note the office hours for the Business Office are Monday to Friday 9:00 a.m. to 4 p.m and closed for statutory holidays.

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In keeping with our commitment to excellence in patient and family centered care, we have visiting hours in place to ensure patient comfort, safety and well-being. Please ask your visitors to clean their hands with the sanitizer at the entrance of each room before and after they visit. Patients are limited to two visitors at a time. Visitors should only visit one patient per day and not visit other patients or areas of the hospital for infection control purposes.

Visiting Hours Inpatients: Monday to Friday: 11:00 a.m. to 8:30 p.m. for both 1st and 2nd Floors 3:30 p.m. to 8:30 p.m. for 3rd Floor

Your Hospital Stay

Visiting Patients

Weekends and Holidays: 11:00 a.m. to 8:30 p.m. for both 1st and 2nd Floors 2:00 p.m. to 8:30 p.m. for 3rd Floor Emergency Department, Outpatients and Surgical Day Care: Only one family member or support person may accompany patients in the Emergency Department or patients having outpatient appointments, treatments or tests. VISITOR GUIDELINES BEFORE YOU VISIT Clean your hands regularly using the sanitizer at the entrance to each room before and after each patient visit. If you have a cough, fever, runny nose, diarrhea or are generally feeling unwell, please DO NOT visit. Requests to visit outside of the regular visiting hours will be granted, on an individual basis, for compassionate reasons. Please check with your nurse. Please also check with the nurse before providing outside food or drinks, which may or may not be permitted. Thank you for your cooperation in complying with our visiting hours.

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PATIENT SAFETY

How you can help Be Involved in Your Care Understand as much as you can about your medical condition(s), the treatments or procedures you will have and the medication(s) you should take and how to take it. Speak to your healthcare provider if you have questions or concerns. Tell us about your past medical history, including your current condition and any illnesses that run in your family. Inform us of any other healthcare appointments or healthcare providers you are seeing or have seen. Make sure you know what to do when you go home from the hospital. Ask as many questions as you need to make sure you understand what you need to do when you go home. Know about any follow-up appointments, what medications to take, any danger signs to be aware of, etc. If something doesn’t seem to be right, speak up. You know the most about you. If a medication, treatment or test doesn’t seem right don’t hesitate to speak up and ask questions.

Controlling Infection Depending on your illness, you may be asked to stay in your room. Staff coming into your room may be wearing gowns, gloves and/or masks. Your visitors will also need to wear these protective items in this case. Ask your healthcare provider if you are unclear about this.

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PATIENT SAFETY

Emergency Codes – An important notice for your safety Standardized Emergency Codes are required to identify a risk or emergency situation within our organization. They will be announced on the overhead paging system and when there is no further risk you will hear the “all clear” announced to end the code. Codes are routinely tested to ensure we are prepared and they will be treated like we are experiencing the “real thing”. Staff are thoroughly trained to respond to each code and will provide direction to you as needed.

What do I do? For all Codes: • Remain where you are and please remain calm. • You will be directed if you are required to move or leave the building. • Stay to one side of the hallway or in the patient’s room as staff will be responding quickly. www.amgh.ca

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PATIENT SAFETY

Hand Hygiene - the best defense against illness Wash your hands/use sanitizer after using the washroom/bedpan/urinal, before you eat and when your hands become soiled. Ask your nurse for help if required. Feel free to ask anyone who provides care for you if they have cleaned their hands. Don’t be shy....it’s your health.

Medication Safety Medications are reviewed by physicians, nurses and pharmacists. Your healthcare team needs to be aware of ALL medications, vitamins, herbal and food supplements you use.   Bring your medication bottles and an up to date list of medications that includes the name of the medication, dose you take and how often you take it. Tell us about any allergic reactions to medications, vitamins, herbal and food supplements, foods or the environment. Do not keep any medications at your bedside unless ordered by the physician. Please send these items home or we will store for you until discharge. Your armband is used for patient identification and medication administration. Please do not remove during your stay. Should it become damaged, inform your nurse and a new one will be provided.

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PATIENT SAFETY

Privacy AMGH is responsible for personal information under the organization’s custody and control and is committed to a high standard of privacy for their information practices. AMGH has adopted the following 10 Principles set out in the National Standard of Canada Model Code for the Protection of Personal Health Information: 1. Accountability

6. Accuracy

2. Identifying Purposes

7. Safeguards

3. Consent

8. Openness

4. Limiting Collection

9. Individual Access

5. Limiting Use, Disclosure and Retention

10. Challenging Compliance

Patient Whiteboards Patient whiteboards are at each patient’s bedside and are used to communicate information to the patient and other health care providers. You can expect to see the date, your doctor’s name and your nurse’s name. Information about how much help you need to mobilize, reminders about upcoming tests and any other applicable information that makes caring for you safely can be found here as well. Families can also use the board to write down information they want the staff to know or any questions for the staff.

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PATIENT SAFETY

Reduce Your Risk of Falling Call for help if you feel weak, dizzy or light headed when you get up. Follow directions given to you from your nurse about calling for help before getting up. Keep items within reach. Ask to have items such as bedside tables, phone and call bell where you can reach them easily. Ask someone to bring in your walker, cane or wheelchair from home and make sure your walker, cane or wheelchair is close by. Move carefully. Go slowly when you change positions, especially when getting up from lying down. Use available rails or hand rests for support. Much of our furniture and equipment is on wheels and can move unexpectedly. Use caution when moving about. Wear proper footwear. Good footwear should fit properly and have non-skid soles (not socks or knitted slippers). Make sure shoelaces are done up. Have proper footwear brought in. Non-skid socks are available if needed. Housecoats and pajamas should not drag on the floor. When getting into chairs and wheelchairs, make sure the brakes are on before you sit down. Back into your chair and make sure you can feel the chair seat with the back of your legs. Reach back with both hands to hold the armrests and then sit down with control.

Who are you? We need to be sure! AMGH is committed to Patient Safety. As a result, we have adopted a policy of verifying who you are by the means of two separate identifiers. These identifiers are unique to you, so when two of them can be verified, we know we have the right person.

Any combination of two of these:

Your Full Name Your Birth Date Your Unique Hospital Number Your Health Card Number

Why two different identifiers?

• To identify you as the person for whom the service or treatment is intended • To match the service or treatment to you • When we verify your identity, even when you have been here many times before, we are doing our part to keep you safe

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Our cafeteria is located in the basement and visitors are welcome. The dining area is open 24 hours. Cafeteria service is provided Monday to Friday from 9:00 a.m. – 10:30 a.m. and 11:30 a.m. – 1:15 p.m. During these times, payment of visa/debit, MasterCard, Visa, Debit is accepted. Vending machines are available in the cafeteria 24 hours a day. There is a beverage machine located in the outpatient waiting area adjacent to the Emergency Department. For your convenience a change machine is also located in the outpatient waiting area.

E-mail a Patient AMGH recognizes that patient care involves support from family and friends. E-mail a Patient is a free service that offers the opportunity for loved ones to keep in touch during a hospital stay. To use this service, simply visit www.amgh.ca and select ‘E-mail a Patient’. Fill in the boxes with your message and be sure to include the patient’s formal name. Your message will be printed and delivered to your loved one. Conditions and Notes of Patient E-mail: • Patient e-mails will generally be delivered to patients by a volunteer on weekdays, once per day, generally in the morning. Any e-mails after that will be delivered the next weekday. • The service is not to be used for obtaining medical advice, for urgent matters and/or for contacting and/or communicating with healthcare professionals; these messages will be deleted from the system. • Greetings will only be delivered to patients who are registered in the hospital’s registry system. Messages to patients who have been discharged, who have been registered under a different name and/or requested to not receive messages, will be deleted.

HOSPITAL SERVICES FOR PATIENTS & VISITORS

Cafeteria

• The hospital is not responsible for misdirected, lost or accidentally deleted e-mails. • The hospital reserves the right to review incoming patient e-mail for inappropriate content (profanity, alarming, sensitive/private or offensive information). E-mail containing such will be deleted. We suggest that you do not put anything in the e-mail that you would not put on a postcard. • We are unable to confirm delivery of e-mails. Unfortunately, we currently do not have a way for our patients to reply to you, however you can be sure that you have just brightened someone’s day!

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HOSPITAL SERVICES FOR PATIENTS & VISITORS 28

Auxiliary The Auxiliary has approximately 65 members who volunteer in many areas of the hospital. The volunteer services that are provided 5 days a week are: portering, day surgery/admitting, flower care, pre-natal, tray favors, palliative care, speech clinic and 3rd Floor. The Auxiliary undertakes a number of fundraising projects throughout the year such as Gift Shop, raffles, lunch/card party, tag day and hot dog days. Each year we find new and fun ways to raise funds to aid the Hospital. All funds raised by the Auxiliary are used to purchase patient equipment. New services will be added as needs are identified and volunteers become available. Our meetings take place at the MacKay Centre, 10 Nelson St. on the 3rd Monday of the Month at 1:30 pm, with the exception of July, August and December. We are always happy to welcome new members, male or female!

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Flowers sent to you will be delivered to your room. Strong scented flowers such as lilies should not be brought in to the hospital. Latex balloons are prohibited from the hospital due to risk of allergic reaction by patients and staff. Gifts of food, fruit and candy may be a welcomed gift, however should be checked with the Nurse in Charge to make sure that the gift is appropriate and doesn’t contradict patient care or treatment.

Gift Shop AMGH Auxiliary’s Gift Shop is located on the first floor of the hospital for patients, staff and daily visitors to enjoy. The Gift Shop is open Monday to Friday from 10:00 a.m to 12:00 p.m. and 1:00 p.m. to 3:30 p.m. AMGH Auxiliary has supported the hospital with thousands of dollars raised by the Gift Shop and other fundraising events. The money is used to purchase much needed hospital equipment and educational funding for AMGH.

Housekeeping AMGH Housekeeping staff play an integral role in reducing the spread of infection in our hospital. This department is dedicated to keeping our environment safe and free of infectious germs. All our staff has received special training on the best practices in cleaning in a healthcare setting. We work closely with Infection Control and monitor the effectiveness of our cleaning by completing routine room cleaning audits upon discharge.

Mail

HOSPITAL SERVICES FOR PATIENTS & VISITORS

Flowers and Gifts

Incoming mail will be delivered to your room daily. Outgoing mail should be left at the nursing station. Any incoming mail received after your discharge will be sent to the home address we have on record.

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Parking Our parking is very limited for staff and visitors; patients are asked to leave their cars at home. Visitor parking is free and is available around the hospital. Parking for the Emergency department is available directly across from the Emergency entrance. We have several accessible designated parking areas at the Emergency entrance and along the side of the hospital on Montcalm St. Please observe the parking signs around the hospital to avoid ticketing. There are several parking areas designated for Dialysis patients on Monday, Wednesday and Fridays in the front parking lot.

Patient Meals Meals are served at set times each day. We have a menu for all diets; patients have a choice of hot or cold meal and hot beverage for all meals. If you have specific requests, please notify the food services staff and they will do their very best to accommodate your wishes. Extra fresh fruit and beverages are available upon request. In the event you require a special diet or have concerns about your meals, please ask to see the Dietitian or the Food Service Representative.

www.amgh.ca


Inpatient Psychiatric Services AMGH is a Schedule 1 Facility, which serves the broader region with our unique Mental Health programs. The 20 bed inpatient program provides care and treatment to adults experiencing acute and chronic mental health and addictions illness. In partnership with Choices for Change, three of these beds are available to individuals requiring withdrawal management and addiction services. We believe in providing client-centred, quality care in an environment that values trust, respect, fairness and advocacy. Our goal is to help individuals in the program to recover through assessment and treatment plans tailored to each patient’s specific needs.

Community Psychiatric Services The hospital also offers full-time Community Psychiatric Services (CPS) for the towns of Clinton, Exeter, Goderich, Seaforth and Wingham. CPS is a mental health outpatient program committed to providing evidence-based care to those individuals with mental illness who are 16 years of age and older. Outreach counselling is also offered to individuals diagnosed with an eating disorder or engaging in eating disordered behaviors. Referrals can be made by psychiatrists, physicians, social service agencies and individuals wanting help. All referrals receive an assessment to determine the treatment options that best meet the goals of the client and referral source. CPS provides consultations and assessments, as well as offering a variety of evidence-based treatment modalities, including individual and group therapy and psychosocial rehabilitation. CPS has a collaborative relationship with primary care physicians and other community based services. CPS services are time limited. Upon completion, individuals are referred back to their primary care provider.

HOSPITAL SERVICES FOR PATIENTS & VISITORS

Psychiatric Services

Intensive Case Management In addition to these community programs, the hospital provides the Regional Intensive Case Management Program serving mentally ill patients throughout Huron and Perth Counties. Intensive Case Management services provide time limited, goal specific in home community treatment. The program focuses on relapse prevention and stabilization in the community utilizing psychological education, medication management, liaising with partner agencies and advocacy.

www.amgh.ca

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HOSPITAL SERVICES FOR PATIENTS & VISITORS

If you require access to a service of Community Psychiatric Services, Intensive Case Management or the Eating Disorders Program, please call the intake number at 519-524-8316 or 1-877-695-2524 toll free, or call the Huron Perth Helpline and Crisis Response 1-888-829-7484.

Public Washrooms Public washrooms are located on the first floor across from the main elevator and two wheelchair accessible washrooms off the Emergency Department waiting room.

Recycling The hospital is active in the area of recycling. Please do not throw newspapers, cans, etc. in the regular garbage. Advise staff members that you have recyclable items and they will look after them or place them in a blue box.

Security Alexandra Marine and General Hospital endeavors to maintain a safe and secure environment for our staff, patients and visitors and the prevention of theft from the facility and damage to property.

The following highlights some of the security measures in place: • You will have an identification bracelet placed on your wrist when you are admitted. This bracelet must be worn at all times so that positive identification may be made by staff. • All staff, volunteers and pastoral care team members wear an identification badge at all times while on hospital property. Outside service contractors, inspectors and students or any other visitors who will be working in the hospital wear a “Visitor Badge” or Company Badge. • All staff are training to receive Non Violent Crisis Intervention (NVCI) training -with a focus on prevention, the NVCI training program equips staff with proven strategies for safely defusing anxious, hostile, or violent behavior at the earliest stage possible.

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• The front entrance to the hospital is open from 6:45 a.m. to 8:30 p.m. Monday to Friday and from 11:00 a.m. to 8:30 p.m. on weekends and holidays. The front entrance doors are locked at all other times. The emergency entrance is the 24 hour entrance to the building.

Cameras • Cameras are not permitted within the Hospital unless approved by Management or the Nurse in Charge of the Unit. Consent from the patient and/or hospital employee must be obtained before an image of a patient and/or hospital employee is taken. • AMGH has cameras throughout the building that record activities in the hospital.

Smoking AMGH is a no smoking facility. We have a responsibility as a healthcare organization to be role models by developing and supporting polices in the best interest of health and wellness. In support of this vision, smoking is prohibited in all areas of the hospital including the hospital grounds and parking lots. All staff, physicians, volunteers, students, patients, visitors and the general public, contractors and other individuals conducting business on hospital premises are expected to comply with this policy. Your support and cooperation is greatly appreciated.

Spiritual Needs

HOSPITAL SERVICES FOR PATIENTS & VISITORS

Doors

If you require the services of a minister, pastor or priest please notify the nurse, who will make arrangements.

www.amgh.ca

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HOSPITAL SERVICES FOR PATIENTS & VISITORS 34

Telephones There is telephone service available in most rooms. There is no fee as telephones are now included in all patient accommodation types (ward, semi-private, and private). In consideration of other patients, it is requested that incoming calls not be made after 9:00 p.m. Long distance calls must be made COLLECT or charged to your personal long distance calling card number. Patients can now call 1-800-555-1111 and use a calling card or talk to a Bell Operator to bill to their home number. There is also a public pay telephone located on first floor by the front entrance.

Television Bedside television is available in most patient rooms. There is no fee as televisions are now included in all patient accommodation types (ward, semiprivate and private).

Wireless Access Wireless internet is available for patients and visitors throughout the hospital. The IT Department does not support any equipment that is not owned by the hospital. Patients or other members of the public, who are having difficulties with their laptop or other wireless device, must contact their own technical support party and not the Hospital IT Department. Service will be used at your own risk.

www.amgh.ca


Alexandra Marine and General Hospital is grateful to all advertisers for helping to make this directory possible. Please note that an advertisement in this directory does not imply an endorsement by Alexandra Marine and General Hospital.

Hearing Sound Therapy............................................................................... 36

Home Healthcare Equipment Med-E-Ox Mobility in Motion.......................................................... 36

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Medical Alarms

COMMUNITY SUPPORTERS

Community Supporters Index

Connect Care................................................................................. 36

Members of Parliament Ben Lobb, MP, Huron-Bruce........................................................... 36

Home & Community Healthcare Services One Care Home & Community Support Services...........................37

Retirement Living

2016

Harbour Hill Retirement Community......................outside back cover

www.amgh.ca

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COMMUNITY SUPPORTERS

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www.amgh.ca


Home at Last helps older adults get home and settled after a hospital stay. ONE CARE offers this service at no cost. Ask your hospital CCAC coordinator or call for information

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www.amgh.ca

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Notes:

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Your Health Care Be Involved

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

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

www.amgh.ca

www.oha.com

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RE

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IT Y

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Alexandra Marine and General Hospital Patient Services Directory  
Alexandra Marine and General Hospital Patient Services Directory  

Patient Services Directory for Alexandra Marine and General Hospital, Goderich, Ontario