Interlake-Eastern Regional Health Authority Patient Handbook

YOUR 2020 COMPLIMENTARY COPY

Patient Handbook

www.ierha.ca

Welcome from the Chair of the Board & CEO Welcome to the Interlake-Eastern Regional Health Authority.

At 61,000 km2, our region accounts for almost 10 per cent of the province geographically and 10 per cent of total population. Our uniqueness lies in the fact that we encompass Manitoba’s cottage country. In the summer months, our population swells with cottage owners, campers and outdoor lovers drawn to the natural beauty that Manitoba’s lakes, rivers, forests and beaches have to offer.

The natural beauty of our region provides residents with the work life balance we’re all seeking in today’s busy lifestyles. It’s also the place that many Manitobans work towards spending their retirement years.

No traffic jams, no parking issues, no exhaust fumes and the smell of spruce and pine or freshly cut hay, depending on where you go, are hallmarks of an Interlake-Eastern RHA lifestyle.

As an RHA, we’re committed to connecting people and communities to excellent health services - Today and Tomorrow. We’re working with the province to ensure that our residents have a voice in health care and that all of our residents have access to their own health-care provider and integration into a primary health care network to address a range of health-care needs.

We are honoured to work with the individuals and volunteers who make our RHA the place of comfort and care that it is and, along with our directors and community partners, to explore the options in making our delivery of health care all that it can be for our residents.

Margaret Mills, Board Chair

Ron Van Denakker, Chief Executive Officer

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

Information presented in this handbook may be subject to change.

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Table of Contents Mission, Vision and Values.................... 4

Telephone.............................................13

Compliment or concern? Tell us!........... 5

Television Service.................................13

Charitable Donations............................. 5

Volunteering..........................................13

Patient rights and responsibilities.......... 6

Washrooms..........................................13

Patient Safety: Here’s How You Can Help

Visitor Information

Medication Safety.................................. 7

Discharge & Transfers................. 15

Visiting Hours ..................................... 14

Patient Identification.............................. 7 Prevention of Falls................................. 7 Ask Questions....................................... 7

Mental health and well-being resources...................................... 15

What is a pressure ulcer?...................... 8

Community Programs for Older Adults

What causes a pressure ulcer?............. 8

Services to Seniors............................. 16

What increases the risk?....................... 8

Adult Day Program...............................17

Key steps to prevent a pressure ulcer... 8

Community Supporters............... 18

Skin Health

While You’re in the Hospital Parking................................................ 10 What to bring to the hospital................ 10 Do Not Bring........................................ 10 Personal Health Information Act.......... 10

Hospital Services Ambulance Services.............................11 Dietary Services...................................11 Fire Safety............................................11 Gift Shop..............................................11 Internet ................................................11 Language Services.............................. ,11 Lost & Found........................................12 Newspapers .........................................12 Smoking ...............................................12 Spiritual Care........................................12

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Mission, Vision and Values Our Vision Connecting people and communities to excellent health services – Today and Tomorrow.

Our Mission In partnership with our communities and through our culture of quality customer service, we are dedicated to delivering health services in a timely, reliable and accessible manner. We achieve our success through an engaged and empowered staff.

Our Values

Collaboration We will maintain the highest degree of integrity, accountability and transparency with our communities, health partners and our staff.

Accessibility We will ensure timely and reasonable access to appropriate health programs and services.

Respect We are committed to a health-care environment that treats all clients, patients, staff and communities with compassion, empathy and understanding.

Excellence We are committed to excellence in all of our programs, services, and initiatives built on a foundation of client, patient and staff safety.

Innovation We will lead based on best practice evidence and have the courage to address challenges with honesty and creativity.

Quality Customer Service We will cultivate and support a culture of quality customer service committed to providing a positive experience for clients, patients, staff and other stakeholders.

Welcome to our respectful workplace.

It is important that our staff, clients, visitors and volunteers are respected and feel safe at all times. The Interlake-Eastern RHA will not tolerate violence or abuse directed at staff, clients, visitors or volunteers. Please help us make this a safe place for everyone. To ensure the safety of everyone on our premises, the local RCMP or appropriate authorities will be called if any person verbally or physically abuses any staff, clients, visitors or volunteers.

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Compliment or concern? Tell us!

If you have a compliment or concern about your care, you are encouraged to first talk to a member of your care team (nurse, physician assistant, doctor, unit manager, health care aide, registration staff or other care provider). These people are the most familiar with your situation and are likely in the best position to help you quickly.

You can also contact Tell us! The Voice of Patients, Clients and Families.

Visit our website at www.ierha.ca to fill in our feedback form and look for this button!

Or you can phone us at 1-855-999-4742.

Charitable Donations The Interlake-Eastern Health Foundation is committed to improving the quality of life in our communities through philanthropic support. The Foundation provides financial support to all of the region’s facilities and programs to enhance its dedicated patient care. The Interlake-Eastern Health Foundation aims to surpass health-care expectations of both our communities and staff by embracing a culture of philanthropy. As a Foundation, we will partner with members of the community and our staff to implement a wide variety of fundraising initiatives to achieve this ambitious goal. For more information, please visit www.iehf.ca or contact executive director, Pamela McCallum at 204-785-7044.

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Patient rights and responsibilities As a patient, it is your right: • To consent to treatment • To receive adequate care and services • To be treated with consideration and respect • To obtain from your attending physician information regarding your diagnosis, treatment, as well as prognosis in terms that you understand • To refuse testing or treatment, except in circumstances stipulated by law • To seek a second opinion from another doctor. Please consult your family physician to make arrangements • To a safe environment • To see your personal health information held on file by the facility in accordance with The Personal Health Information Act.

As a patient, it is your responsibility: • To provide honest information about your present condition and past illnesses • To respect other patient’s privacy, confidentiality, property and to ensure that you and your visitors respect the policies of the hospital, particularly with respect to noise, the no-smoking policy, and the number of visitors you receive at one time • To treat those who look after your needs with courtesy and respect. Incidents of aggressive or abusive behavior on the part of any person, whether visitors, patients, employees, or others, will not be tolerated.

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Patient Safety: Here’s How You Can Help The Interlake-Eastern RHA is committed to delivering quality and safe care through a patient and family centred experience. Patient and family centred care means that patients and families are engaged in their health care which adds to the safety of patients. Here is how you and your family can be involved in your safety during your admission to this facility:

Medication Safety Keep a list of all the medications you are taking. This includes traditional medicine, over-the-counter medicines (non-prescription), vitamins and herbs. Bring your medication list and all the medicines you take to the hospital. Tell your doctor or nurse if you have allergies to any medications, food or anything else.

Patient Identification Patient identification is important to prevent errors and ensure that intended treatments and/or procedures are provided to the correct patient. Please confirm your name, date of birth and all identification information on your paperwork. During your hospital stay, staff will ask both your name and your birth date often.

Prevention of Falls Ask your doctor or nurse if you have any risk factors that may potentially lead to a fall and what you can do to reduce your risk of falling. Tell your nurse or doctor if you feel dizzy or drowsy. Be aware of your surroundings. Wet floors, spills or equipment may cause you to slip or fall.

Ask Questions Understand your health problem, the treatment plan and what you can do to improve your health. Ask questions if you do not understand what is being said. If you think of questions after speaking to someone, write them down to ask later. When you meet with your health-care provider, have someone with you to listen and help you understand.

Cough/Sneeze Etiquette & Hand Washing Help stop the spread of infection. Covering your mouth with your hands when you cough or sneeze is no longer the correct thing to do since it can spread germs. Sneeze and cough into the crook of your elbow – ask our staff to show you how. Ask your health-care providers if they have washed or sanitized their hands and please clean your hands often too.

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Skin Health Pressure Injury Prevention: information for you and your family What is a pressure injury?

A pressure injury (or “bedsore”) is an injury to the skin and tissues below the skin. It is usually caused by sitting or lying in one position for too long.

They usually occur on the buttocks, hips, heels, elbows and shoulders, which are boney and take most of the pressure when you are lying in bed or sitting. Pressure injuries begin as red or purple areas, but can progress to damage the skin and deeper tissues if not treated.

What causes a pressure injury?

Constant pressure on the skin decreases blood flow and leads to tissue damage from a lack of oxygen and nutrients. Sliding down in a bed or chair stretches the skin and tissues and may also lead to a pressure injury. Even rubbing or friction on the skin may cause damage or make a minor pressure injury worse.

What increases the risk?

• difficulty moving or changing positions • frequent or long periods where skin is in contact with urine and stool • not eating or drinking enough • confusion that limits moving and changing position • decreased feeling in the skin • health conditions like diabetes and poor circulation

Key steps to prevent a pressure injury The following suggestions may be helpful to prevent pressure injuries. Because each person’s needs are different, please discuss these options with your healthcare provider.

Avoid long periods of pressure

Did you know?

Pressure injuries can happen within a few hours and can be serious. They can lead to: • pain • possible complications such as infection • longer periods of bed rest • surgery

• When in bed, roll over and change position often. If you can’t do this, ask someone to help you change position at least every two hours.

• When sitting, shift your weight or change position every 15 minutes. If you can’t do this, ask someone to help you change position at least once an hour.

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Confined to bed?

Reduce friction • When changing position or moving in bed, don’t drag or pull yourself across the sheets, and don’t push or pull with your heels or elbows.

Instead, roll or lift with your body.

• Avoid repetitive movements like rubbing your feet on the sheets to scratch an itchy spot.

Stay active • Walk, move and do as much for yourself as possible.

• Tell your health-care provider if pain is keeping you from moving.

Take care of your skin • Inspect your skin at least once per day. If you notice any red, purple, painful or open areas of skin, stay off of the area and notify your healthcare provider as soon as possible.

• Prevent dry skin by using moisturizing creams.

• Don’t rub or massage skin if it is red or purple.

• Immediately clean urine or stool from your skin to prevent skin breakdown.

• Avoid doughnut-shaped cushions – they can cause injury to deep tissues.

Protect your skin from heat and moisture • If leaking urine or stool is a problem, talk to your health-care provider about how to avoid leakage. Use absorbent pads or briefs to pull moisture away from your body.

• Apply an extra protective cream or ointment to protect your skin from urine and/or stool.

• Minimize layers of linens/padding under your body.

Look after your health • Eat a well-balanced diet and drink plenty of fluids.

• Avoid raising the head of the bed as much as possible. If you need to raise the head of the bed for certain activities or it is needed for your health, raise it to the lowest point possible for as short a time as possible.

• Use pillows or foam wedges to keep your knees and ankles from pressing against each other.

• When on your side, avoid lying directly on your hip bone – roll back slightly onto your buttock.

• When on your back, keep your heels off the bed by placing a pillow under your calves – be careful not to place pillows behind the knees.

Confined to a wheelchair?

• Talk to your health care provider about getting a wheelchair and cushion that meets your needs to reduce pressure while sitting.

• Avoid sitting on slings used for transfer.

Questions? Contact your healthcare provider.

This information has been reprinted with permission from the Winnipeg Regional Health Authority and is intended as a guideline based on research and evidence informed best practices. Project of the WRHA Wound Care Committee (2013). Adapted with permission from the New Jersey Hospital Association, Princeton, NJ. www.njha.com. All rights reserved.

Terminology updated in December, 2018 as per NPUAP guidelines of April 2016.

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While You’re in the Hospital Parking Public parking is available in designated areas. As a patient, you are advised not to bring your own vehicle. Be aware that vehicles are parked at the owner’s risk.

What to bring to the hospital • All current prescription and over-the-counter medications including vitamins and herbs, or preferably, a list of medications you are currently taking • A list of allergies and reactions • Toiletries such as a toothbrush, toothpaste, mouthwash, Kleenex, shampoo, soap, deodorant, shaving supplies, slippers and a housecoat • If you wear dentures, glasses or hearing aids, please bring a case The hospital for them assumes no • Personal items such as wheelchairs or walkers are to be labeled

Do Not Bring • Valuables • Perfumes, scented toiletries or flowers (all our facilities are scentfree)

responsibility for the loss or damage of personal items.

Safekeeping – Hospital is not responsible for lost items. Please ensure valuables are left at home. Any electrical equipment brought to the hospital is subject to inspection by our facilities management prior to use.

Personal Health Information Act This facility enforces the protection of personal health information as required by The Personal Health Information Act (PHIA). This provincial legislation incorporates the right of an individual to examine and receive a copy of their personal health information. It also limits and controls the manner in which personal health information is collected, used, disclosed, stored and destroyed. As a result, the Interlake-Eastern RHA will not disclose personal health information except as may be allowed and required by the PHIA. Your health-care team requires access to your personal health information to provide your necessary health care services. Members of your health-care team are only allowed access to the information they need to give you the care you need. Under the PHIA, you have the right to access your information not later than 24 hours after requesting it if you are a hospital inpatient. If you are a hospital out-patient or a day surgery patient, you have the right to access your information not later than 72 hours after requesting it. Record duplication fees may apply.

Upon request, we can share your name, general health status and location in our facility with representatives of religious organizations or any member of the public inquiring about you.

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Hospital Services Ambulance Services Any required ambulance transportation will be arranged according to the patient’s need. The cost incurred for this service will be as per the Provincial “Interfacility Transfer Guidelines”.

Dietary Services Drinks from the vending machines are available 24 hours.

Well balanced meals are provided by the dietary department.

Special diets are prepared upon doctor’s orders to meet your needs. Patients on special diets may be served snacks between meals as well. Check with nursing staff regarding personal food. A dietitian is available for nutritional counseling on a referral basis.

Fire Safety In the event that you hear a fire alarm during your stay in the hospital, remain in your room. Staff will close doors to patient rooms and doors within hallways will also be closed. If you are out of your room when you hear an alarm, listen to staff directions.

Do not use elevators during a fire alarm.

Gift Shop (available in some hospitals) Johnson Memorial Hospital – Gimli – Our gift shop, located by the main entrance to the hospital, is operated by volunteers and is open Monday to Friday from 10:00 am to 2:00 pm. All proceeds are donated to the hospital and community programs.

Pine Falls Hospital – Ladies Health Auxiliary provides items for purchase and are displayed in the wall cabinet at main entrance to hospital. Items can be purchased from the business office staff – Monday to Friday, 8:00 am to 4:00 pm.

Pinawa Hospital – The Health Auxiliary has a display cabinet located by the business office that contains gifts and hand knitted/crocheted items for sale.

Internet Please ask a staff member if internet services are available.

Language Services Please check with your nursing staff to access language services.

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Lost & Found Lost & Found is located at the main entrance information desk, front reception or business office. (dependent on individual hospital).

Newspapers Arborg and District Hospital – Newspapers are delivered daily for use by patients.

Beausejour Health Centre – Newspapers are supplied at the hospital.

E M Crowe Memorial Hospital – Eriksdale – Newspapers are available to patients daily.

Johnson Memorial Hospital – Gimli – Newspapers are provided in the emergency waiting room and patients’ lounge.

Pine Falls Hospital – Newspapers are donated daily to the inpatient unit.

Smoking This is a non-smoking facility and smoking is not allowed within 30 feet of an entrance. This includes e-cigarettes.

Spiritual Care As an integral part of health-care that attends to the whole person, you or your family may request additional spiritual care. You can ask any staff member for a referral to: • Connect with your own clergy or spiritual leader • Arrange ceremonies, sacraments, rites • Assist in times of grief and loss • Pray, drum, smudge • Someone who will listen with an open mind • Help you work through life changes/decisions • Outside resources

Please contact the spiritual health services coordinator for more information: Marion B. Magnusson, BTh., S.T.M. Regional Spiritual Health Services Coordinator Selkirk Regional Health Centre 120 Easton Drive, Selkirk, MB R1A 2M2 Office: 204-785-7028 Mobile: 204-641-1379 mmagnusson@ierha.ca

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Telephone Telephones are available upon request. Please check with nursing staff for arrangements. In Pinawa Hospital and Beausejour Hospital, telephones are located in patient rooms. Dial “9� for a local call. (Please note: no long distance is available)

Television Service As service varies from hospital to hospital, to arrange for TV rental, speak to your nurse or health-care aide.

Volunteering Palliative care, spiritual care and general social visitor volunteers may be available.

Please speak to nursing about availability of volunteer visitors or for information about how become a volunteer.

Washrooms Public washrooms are easily accessible to all visitors in designated areas. Members of the public are reminded to please refrain from using the patient washrooms.

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Visitor Information Visiting Hours

The following hospitals have visiting hours. The hospitals not listed do not have specific visiting hours.

Ashern Lakeshore General Hospital – Visitors are welcome from 10:00 am to 9:00 pm Beausejour Health Centre – No set hours; however, visitorsare encouraged to leave by 8:00 pm.

Pine Falls Hospital – 8:00 am to 8:00 pm Stonewall and District Health Centre – Visitors are welcome from 11:00 am to 8:00 pm.

Visitors who are feeling ill or have a fever or cold are discouraged from visiting. Special consideration will be given, outside of normal visiting hours, for a patient who is deemed critically or terminally ill.

Please observe the following rules when visiting: • Only two visitors at any one time.

• Children visiting must be supervised by an adult at all times.

• Spiritual care providers may visit at any time at the request of the patient.

• Footwear must be worn at all times.

• Visitors with a fever, cold, or other infection are strongly discouraged from visiting.

• We request that visitors do not sit or lay on the beds.

• Visitors should check with the nurse before bringing in any food.

• Patient bathrooms are for patient use only. Visitors must use the public restrooms.

• Alcohol-based sanitizer is available throughout the facility for patient and visitor use.

• All animal visitation (with the exception of service animals) has to be approved by the hospital/acute care manager or designate.

The nurse in charge has the authority to restrict visitors at any time.

Telephone Inquiries Regarding a Patient’s Condition Direct patient condition inquiries to the nursing unit. If possible, please arrange for one family member to inquire about the patient’s condition and relay that information to others.

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Discharge & Transfers Discharge planning starts at the time of admission. Each member of a patient’s care team must plan and continuously assess the patient’s condition with discharge as the ultimate goal. Discharge planning includes consultation with services such as physiotherapy, dietitians and home care, all in close co-operation with the patient and family. Discharge planning is to ensure our patients are discharged safely with all the necessary supports in place.

Home Care Services Referrals to home care services may be made by a nurse, family member, or doctor if you require assistance once you are discharged. The home care nurse will assess your eligibility for appropriate services. For more information please contact home care administration at 204-785-4876.

Transfers It is important to be aware that at any time before discharge the patient may be transferred to another facility within the region. The decision to transfer is only made after careful consideration of all factors and in consultation with the patient and family members.

Mental health and well-being resources

If you or someone you know is looking for resources, information or tools to support positive mental health and wellbeing, please visit our website at www.ierha.ca Care in your Community/Mental Health

You can also call!

For non-emergency mental health care concerns: 1 (866) 757-6205 24-hour crisis line: 1 (866) 427-8628

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Community Programs for Older Adults Services to Seniors Services to Seniors programs offer support and assistance to older adults and people with disabilities. The goal of these programs is to help them remain in their own homes and communities for as long as possible.

Seniors Resource Councils offer community-developed, community-run services that may include Life Line, congregate meals, grocery shopping, transportation, home maintenance, Emergency Response Information Kits (E.R.I.K), Meals on Wheels, forms assistance, resource information, equipment loan program and friendly visiting. Specific Services will vary from community to community. Please contact your local Seniors Community Resource Council office to see what services are available in your area.

Seniors Community Resource Councils: Arborg & District Seniors Resource Council............................................ 204-376-3494 Ashern Living Independence For Elders................................................. 204-768-2187 Beausejour and Brokenhead area: Brokenhead Outreach for Seniors Inc. (BOSI)................................................................................. 204-268-7300 Eriksdale Seniors Resource Council....................................................... 204-739-2697 Fisher Branch Seniors Resource Council............................................... 204-372-7315 Gimli Seniors Resource Council.............................................................. 204-642-7297 Lac du Bonnet - Two Rivers Senior Resource Council Inc...................... 204-345-1227 Lundar Seniors Resource Council........................................................... 204-762-5378 Pinawa - Two Rivers Senior Resource Council Inc................................. 204-753-2962 Powerview Pine Falls - Winnipeg River Senior Service Inc.................... 204-367-9128 Riverton Seniors Resource Program..........................................204-378-2460 ext. 223 SSGL Program Coordinator.................................................................... 204-378-3103 Selkirk & District Resource Council Inc................................................... 204-785-2737 Springfield Services to Seniors (RM of Springfield)................................ 204-853-7582 St. Laurent Seniors Resource Council...........................................204-646-2504 ext. 4 Stonewall - South Interlake Seniors Resource Council........................... 204-467-2719 Teulon & District Seniors Resource Council............................................ 204-886-2570 Victoria Beach/East Beaches Resource Centre...................................... 204-756-6471 Whitemouth - Two Rivers Seniors Resource Council.............................. 204-348-4610

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Adult Day Program The primary objective of the Adult Day Program is to strengthen an individual’s ability to function within their own home by preventing physical and mental deterioration, which so often results from social isolation and loneliness. The Adult Day Program is for older adults to meet other people and enjoy recreational activities away from home. Programming is designed for fun, fitness and social activity. Referrals to the Adult Day Program are made by a home care case coordinator and you do not have to be a home care client to be eligible for participation. The Adult Day Program is partially funded by the Interlake- Eastern RHA in recognition of the health benefits these programs offer our residents. Participants pay a nominal fee per visit which covers transportation to and from the program and a hot nutritious lunch. If you or someone you know would be interested in being part of a group, please contact one of the following: Arborg 55 Alive........................................................................................ 204-641-1703 Ashern Full Circle.................................................................................... 204-768-2187 Beausejour Friendly Circle...................................................................... 204-268-7301 Fisher Branch Laugh Alot........................................................................ 204-372-8499 Gimli Happy Gang................................................................................... 204-642-4518 Lac du Bonnet Day Trippers.....................................................204-345-1212 Ext. 1118 Lakeside Seniors..................................................................................... 204-762-5137 Powerview Pine Falls Pineview Pals....................................................... 204-367-4515 Selkirk The Vintage Club......................................................................... 204-485-4620 Springfield Sunrisers............................................................................... 204-444-6127 Stonewall Good Timers........................................................................... 204-467-3364 Teulon Day Away Club............................................................................. 204-886-3605 Victoria Beach Golden Club.................................................................... 204-367-4515 Whitemouth Sky’s the Limit..................................................................... 204-348-3940 Woodlands Golden Keenagers................................................................ 204-383-5903 For more information on programs for older adults in the region, please visit ierha.ca and click on “Care in Your Community” and “Services for Older Adults”.

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Community Supporters

Interlake-Eastern Regional Health Authority (RHA) is extremely grateful to the following advertisers for helping to make this Patient Handbook possible.

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