Joseph Brant Hospital Patient and Family Guide

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Patient and Family Guide 1245 Lakeshore Blvd. Burlington, ON L7S 0A2

Joseph Brant Hospital

Parking and Entrances

Parking and Entrances



For pick-up at the North Tower, provide the address: 1230 North Shore Blvd, Burlington Parking Lot

Parking Garage

Parking Lot




Map: Level 1 North and South Tower Parking Office

Level 1 North & South Tower

500 Wing

Ambulatory Care Entrance



400 Wing

600 Wing

100 Wing Gift Shop

700 Wing

Main Entrance 200 Wing Security





Emergency Department Entrance

Table of Contents 02 Hospital Map

J 04 Welcome 05 Your Care & Safety 05 Your Healthcare Team 06 Let’s Talk 07 Your Rights & Responsibilities 08 Your Safety 10 How to Stay Well While You are Here 14 Preparing for Your Discharge: Leaving the Hospital 15 Your Wishes Matter

16 Your Stay 16 During Your Stay 17 Visiting 18 In-room Services

19 Patient Services & Food Options 19 On-site Services 20 Spiritual Care 21 Accessibility

P 21 Parking 22 Your Hospital Bill & Insurance Information 22 Giving Back

24 Share Your Voice Please note that we are constantly evolving to meet your needs. The information presented here may be subject to change.

26 Community Supporters



Welcome to Joseph Brant Hospital

This guide has been created to provide patients, and those who are here to support patients (such as family, caregivers), with information that will help to make their stay with us a safe and positive experience.

Patient Declaration of Values: As a patient, this is important to me:

Being treated with COMPASSION: •

I am addressed with kindness, courtesy and concern;

I am listened to and heard;

I am important to my care team.

Being treated in a system of mutual ACCOUNTABILITY: •

I receive complete, timely and accurate information about my care;

I receive care and services from providers who encourage me to ask questions and participate in my care;

I am kept informed of changes that may affect my care.

Being treated with RESPECT: •

I am greeted by care providers who introduce themselves and call me by my name;

I am viewed as a whole person - mind, body and spirit and my individual choices are considered and honoured;

I have my dignity maintained at all times.

Being treated within a culture of EXCELLENCE:


I receive care and services that are based on best practices;

I am safe and secure during my stay;

I have a way to share feedback, whether positive or negative, about my personal healthcare experience.

Our Commitment to Each Other Joseph Brant Hospital (JBH) is committed to providing a safe, healthy, secure and respectful environment. We believe that we have a responsibility to improve diversity, equity and inclusion efforts to better serve patients, families and employees and to ensure that every person can work and receive care safely, openly and honestly. We have a zero tolerance for all forms of violence and harassment. This includes but is not limited to, verbal abuse, threatening behaviours, intimidating acts, physical attacks and sexual harassment.


Questions or concerns about your stay? If you have questions about your care or services, please speak to a member of your care team.

ctor) our care see your



Your Care & Safety Your Healthcare Team A team of health professionals work together to care for you. Each profession has special skills and knowledge and they all work together to meet your care needs. Attending Physician (Doctor)

Occupational Therapist

at the hospital. They oversee your care team.

everyday activities such as eating, bathing and getting dressed.

Below are some The examples ofcharge professions you may meetHelps and you howplan they may care do for you. doctor in of your care how to safely

Attending Physician or(Doctor) Doctor Bioethicist Attending Physician Attending Physician (Doctor)(Doctor) Attending Physician The who oversees patient’s care at Helps you make difficult Thedoctor doctor in charge of ayour caredecisions The doctor in charge of your of care The doctor in charge your care the hospital. about your care. at the hospital. They oversee your at the hospital. They oversee your your at the hospital. They oversee care team. care team. care team. Fellow or Resident Environmental Aide A doctor who is doing special Bioethicist Bioethicist Dedicated to ensuring that decisions the patient Bioethicist training. Helps you make difficult Helps you make difficult decisions environment is clean and disinfected to help Helps you make difficult decisions about your Physician care. Attending (Doctor) about care. fight theyour spread of infectious about your care. diseases. The doctor in charge of your care Medical Imaging Technologist at the hospital. oversee your (such asThey sonographer or Fellow or Resident Fellowor or Resident Fellow Resident Fellow Resident care team. radiological technologist) A doctor who isor doing special doctorwho who doing AAdoctor isisdoing training. doctor whospecial isspecial Takes pictures ofdoing your special body using training.A different kinds of tests. Bioethicist

Helps youImaging make difficult decisions Medical Technologist Laboratory Professional MedicalMedical Imaging Technologist about your care. Imaging Interpreter (such as sonographer or Technologist Includes pathologists, medical lab technologists, (such as(such sonographer or ascontribute sonographer Helps you communicate with radiological technologist) and lab staff, who to the or prevention, radiological technologist) radiological technologist) your health care team if you Takes pictures of your body using diagnosis, and treatment of diseases and Fellow or Resident Takes pictures ofspeak your of body using Takes pictures body using prefer to a your language different kindsis of tests.special medical conditions. A doctor who doing different kinds of tests. different kinds of tests. other than English. training. Medical Interpreter MedicalMedical Interpreter Interpreter Medical Imaging Technologist Nurse Helps you communicate with Medical Imaging Technologist Helps you communicate with Helps you communicate with (such as Sonographer Radiological plan andor keeps track of your your health care team if you (such as sonographer or your health care team if you your health care team if you your Technologist) care and teaches you about prefer to speak a language radiological technologist) prefer to speak aspeak language prefer to a language Takes pictures of patient’s body using illness or other than English. Takes pictures ofainjury. your body using other than English. other than English. different kinds of cameras. different kinds of tests. Nurse Nurse Practitioner Nurse Nurse Nurse AInterpreter specially qualified nurse Helps plan and keeps track of yourwho can Medical Helps plan and keeps track of track your Assesses and identifies a keeps patient’s needs, Helps plan and of your order tests, prescribe medicines, care and teaches you about your Helps you communicate with care and teaches you about your implements and monitors the patient’s care care and teaches you about your and do health assessments. illness or injury. your health care team if you illness or injury. goals and treatment. illness or injury. prefer to speak a language other English. Nursethan Practitioner NursePractitioner Practitioner Nurse Nurse Practitioner A specially qualified nurse who can A specially specially qualifiedqualified nursewho who canorder A qualified nurse can A specially nurse who can order tests, prescribe medicines, Nurse orderprescribe tests, prescribe medicines, tests, medicines, and do health order tests, prescribe medicines, and do health assessments. Helps and keeps track of your and doplan health assessments. and doassessments. health assessments. care and teaches you about your illness or injury. Occupational Therapist Occupational Therapist & Occupational Helps you plan how to safely do Therapy Assistant everyday activities assafely eating, Helps patient plan such how to do Nursea Practitioner bathing and getting dressed. everyday activities such as eating, bathing A specially qualified nurse who can and getting order tests,dressed. prescribe medicines, Pharmacist and do health assessments. Makes sure you get the right medicine and gives you information about it. Physiotherapist Helps you plan how to be more

Pharmacy Professional Pharmacist Occupational Therapist Makes sure a you patient right Occupational Therapist Makes sure getgets the the right Occupational Helps you plan how toTherapist safely do Helps you planyou how togives safely do medication and gives them information medicine and you Helps plan how to safely everyday activities such as eating, do about it. activities everyday activities such as such eating, information about it. as eating, bathingeveryday and getting dressed. bathingbathing and getting dressed. and getting dressed. Physiotherapist & Physiotherapy Physiotherapist Pharmacist Therapy Assistant Pharmacist Helps you plan how to be more Pharmacist Makes sure you get the right a patient bebuilding more Makes Helps sure you getyou the right independent by your Makes sure get theindependent right medicine and gives you by building their strength, balance and medicine and gives you Occupational Therapist strength, balance and coordination. medicine and gives you information about it. coordination, a focus on mobility. information about Helps you plan howit.with to safely information about it. do everyday activities such as eating, Registered Dietitian Porter Physiotherapist Physiotherapist bathing and getting dressed. Helps you patient choose theby right food that Physiotherapist Assists with ensuring Helps you plan how to becare more Helps you plan how to be more for your needs. Helpsby you plan how tomaterials be moreare patients, specimens, and independent building your independent by building your your Pharmacist independent by building transported throughout the hospital safely and strength, balance and coordination. strength, balance and coordination. Makes sure you get the right Respiratory Therapist strength, balance and coordination. on time. medicine and gives youwith breathing Treats patients Registered Dietitian Registered Dietitian information about it. problems. Registered Registered Dietitian Helps you choose Dietitian the right food Helps you choose the right food Helps choose the right food nutritional Helps you choose the rightorfood for your needs. for your needs. supplements for their needs. Physiotherapist Social Worker for your needs. Helps you planyou how to be more Helps manage your feelings, Respiratory Therapist Respiratory Therapist independent by building relationships andyour money needs. Respiratory Therapist Respiratory Therapist Treats patients with breathing Treats patients with breathing strength, balance and coordination. They may help you plan for when Treats a patients patient with problems. Treats withbreathing breathing problems. problems. you go home. problems. Registered Dietitian Social Worker Socialyou Worker Helps choose the right Pathologist food Speech-Language Social Worker Social Worker Helps you manage your feelings, Helps you manage yourproblems for your needs. Provides support tofeelings, ayour patients and family Helps you with talking Helps you manage relationships and money needs.feelings, relationships and money needs. including counselling, grief and loss support. or swallowing. relationships and money needs. They may help you plan for when They may help you plan for when Respiratory Therapist They may help you plan for when you go home. you gopatients home. Treats with breathing you go home. Spiritual Care Professional problems. Helps you find meaning Speech-Language Pathologist in your Speech-Language Pathologist Speech-Language Pathologist Speech-Language Pathologist illness deal with loss and grief. Helps you withand problems talking Helps you with problems talking Social Worker Helps a patient with problems Helps you with problems talking or swallowing. or swallowing. Helps you manage your communicating or feelings, swallowing. or swallowing. relationships and money needs. Spiritual Care They may help Professional you plan for when Spiritual Care Professional Spiritual Care Professional Spiritual Care Professional Helps you find meaning in your you goyou home. Helps find meaning inmeaning your in your Helps ayou patient find in their illness Helps find meaning illness and deal with loss and grief. illness and deal with loss and grief. and support with loss grief. illness and deal withand loss and grief. Speech-Language Pathologist Helps you with problems talking Volunteer or swallowing. Identified by their blue vests, they support the delivery of quality and compassionate Spiritual Care Professional healthcare throughout the hospital. Helps you find meaning in your illness and deal with loss and grief.


Let’s Talk Good healthcare starts with good communication. We encourage you to ask questions and let us know about your concerns.

1 2


Keep track of your questions by writing them on paper, in your cellphone or on the whiteboards located in your room.

Ask questions. Tell your healthcare team if you don’t understand their answers. Feel free to ask lots of questions until you feel like you understand everything. Ask a loved one to be with you when you talk to your healthcare team. They can help you listen and write down important information. Alternatively, ask your healthcare team if you can call your caregiver or family member so they can listen. Use the speakerphone so everyone can hear each other.


• •

3 6

Be Open and Honest

There is space for your notes on page 25 of this guide book. Make sure your healthcare team knows about the symptoms you may have, your health and family history.

Bring a list (including the name of the drug, dose, and how often you take it) of all your prescription and non- prescription medications, vitamins, herbal and natural products you take.

Tell your healthcare team about past illnesses, any allergies or reactions you may have to medications, foods or supplements.

If something doesn’t seem right, it’s important you tell a member of your healthcare team.

If you have any additional questions, please speak to your unit manager.

Your Rights and Responsibilities JBH is committed to providing patient-centred care. Your healthcare team will partner with you throughout your care journey. We encourage you to be actively involved in your care and make informed choices. To do this, it is important to know your rights and responsibilities as a patient.


Informed Consent

We commit to keeping your health information private. JBH has security measures, policies, procedures and technology in place to ensure that your health information is only accessed by authorized persons. When you come to see us, we assume you consent to our collecting, using and sharing your health information to provide you with healthcare, unless you tell us otherwise. In most cases, we only use and share your information with those who are providing you with healthcare, such as doctors, nurses, residents and other team members.

According to the Health Care Consent Act in Ontario, you have the right to make your own health and personal care decisions as long as you are capable of doing so. Informed consent is required in order to make a decision about the treatments you receive, or the treatments that you withdraw from or refuse. Your consent to any treatment must always be voluntary.

The nature of the treatment

Sometimes we may collect, use or share your health information without your permission, including:

The benefits of the treatment

The side effects of the treatment

To receive payment for services

To contact a relative or friend if you are incapacitated

The alternative options available to you

To report certain diseases to public health authorities

The likely consequences of not having the treatment

When necessary to prevent serious harm to you or others

You have had the opportunity to ask questions and have received responses to your requests for information.

When we suspect certain types of abuse.

Informed consent means you are aware of:


Photography and Other Recordings To ensure the privacy of our patients, visitors and staff, consent is required for any photograph, recording or interview. Without consent, the use of photography, video or sound recordings are not permitted.

Scent/ Latex-Free Environment Strong scents have negative health effects on many people. Please respect that the hospital is a scent-free environment. Help us create a safe environment for all and do not wear any scented products or keep flowers with scents (e.g., lilies, hyacinths, etc.) in your room. Please refrain from bringing any latex products into the hospital as some patients may have a serious allergic reaction.

Smoking and Vaping JBH is a smoke-free facility; neither smoking nor vaping is allowed on hospital property. This includes smoking and vaping of medical cannabis. If you smoke, please speak with a member of your care team about the smoking support alternatives are available.

Your Safety Patient Identification Bands When you’re admitted to the hospital, we give you an identification band (ID) with your name, date of birth and medical record number. This ID band must be worn at all times during your stay. Staff members will always check your safety band before giving you any medicine or performing any test or procedure. This is to provide safety and verification to your healthcare team. Please don’t remove your ID band and do expect it to be checked regularly. If you lose your ID band or it falls off, please notify a member of your care team so that we can replace it.

Hand Hygiene - How to Help If your loved one is unable to wash their hands by themselves, and you would like to assist, here is how you can help: 1. Clean your own hands first using the hand sanitizer available in the room. 2. Clean your loved one's hands using the same hand sanitizer. This can be done before and after they eat/drink, use the commode, bedpan or bedside urinal. 3. Clean your own hands again.


Use hand sanitizer gel or wash your hands with soap and water for 15 seconds.

Cover your mouth and nose when sneezing or coughing with a tissue or with your elbow.

Healthcare providers are required to sanitize their hands before and after seeing patients and should wear gloves for tasks such as handling body fluids.

Have your visitors wash or sanitize their hands before and after seeing you. If they are sick, please ask them to stay home or leave.

You may have a condition that requires isolation. We will inform other patients, staff and visitors of the appropriate precautions to take (e.g. protective gown/mask, sign on your door).

Medication Safety While you’re in the hospital, your medications might change. We will ask you about which medications you take at home. Make sure you tell us about all prescriptions, overthe-counter drugs, vitamins and herbal supplements you are taking and bring these with you in the original containers. Also, we need to know about any allergies or reactions to drugs. Having the most accurate information about the medications you are currently taking helps to identify which medications you should continue, hold or discontinue during your admission. While in hospital, talk to your care team first before taking any of your medications on your own. Ask to speak to a pharmacist if you have any questions about your medications. Ensure you understand when and how to take your medications before you go home.


How to Stay Well While You are Here While in hospital

Move early often


Loss of mobility is a leading complication of hospitalization. Changes to the body systems can happen within 24 hours of bed rest. BRAIN • Anxiety/depression • Confusion • Altered sleep pattern

LUNGS • Reduced lung expansion • Pooling of mucous • Increased risk of pneumonia

HEART & CIRCULATION • Changes to blood pressure and pulse • Increased risk of blood clots

DIGESTIVE SYSTEM • Reduced appetite • Constipation

URINARY SYSTEM • Incomplete bladder emptying • Increased risk of bladder infections • Increased risk of kidney stones

MUSCLES & BONES • Muscle weakness (3-5% daily) • Calcium loss from bones • Increased joint pain & stiffness


• Increased risk of falls

• Increased risk of bed sores

How to

stay active while in hospital






underneath the skin.

risk of pressu

They can develop in a very short time and take a long time to heal.Pressure Pressure injuries can negatively impact relationships, physical Preventing Injuries and mental health, and the ability to perform day to day activities.

What is a pressure injury?

• Overall poo

• Limited mo

• Poor nutriti

Pressure injuries (also known as bed sores) are caused by intense and lasting pressure Lack of fee What causes pressure injuries? diabetes, sp that damages the skin, and the tissue underneath the skin. They can develop in a multiple scl very short time and take a long time to heal. Pressure injuries can negatively impact Unrelieved pressure on the skin squeezes tiny blood vessels, • Excessive m relationships, physical and mental health, and the ability to perform day to day activities. •

which supply the skin with nutrients and oxygen. When the skin

or fecal inc People who spend aof long time in and one oxygen position for or those confined to a bed is starved nutrients too long, the tissue diesor sit in a chair • Past history or wheelchair long periods at risk of pressure injuries. and for a pressure injuryare develops.

Your risk?

Other factors can cause pressure injuries too. If a person slides Any person of any may or be chair, at risk.blood vessels • Lack feelingor in bend lower limbs e.g. down in age the bed canofstretch Factors that may increase the risk of Even slight rubbing diabetes,orspinal cordoninjury causing pressure injuries. friction the or multiple pressure injuries include: sclerosis skin may cause pressure injuries. •

Overall poor health status

LimitedBe mobility/inability move Care Active intoYour • Poor nutrition or hydration

Excessive moisture due to urinary or fecal incontinence Past history of pressure injury.

What to look for?

Injuries usually occur over boney areas, • Red/purple/blue skin such as the heels, elbows, hips, buttock • Blister, swelling, shiny or and tail bone, and first appear as red/ warm areas over boney areas purple/blue skin blister, swelling, shiny or warm areas over boney areas. Where to look? • Injuries usually occur over

Whatsuch can boney areas, as my the family and I do? heels, elbows, hips, buttock • Move Early & Often! Make small shifts in your weight every 15 minutes and tail bone. The diagram • Limit pressure over boney areas byon changing positions or having your caregiver change below illustrates places your position every 2 to 4 hours your body that are at risk. •

Use pillows to keep knees or ankles from touching each other

Elevate your heels – put pillows mid-calf to ankle (not behind the knees) so that your heels do not touch the surface of the bed

Eat a balanced diet. If unable, talk with your healthcare team about nutritional supplements

Let your healthcare team know if you have any discomfort, tenderness or pain

Talk about what you and your family can do to help prevent pressure injuries in the hospital and at home.


Preventing Injuries from Falls While in the hospital, you may be at a higher risk of falling because illness, surgery, and medications can affect your balance and mobility.

Your Fall Prevention Care Plan starts with: •

Fall prevention education

Non-slip footwear

Call system within reach

Staying active

Personal items within reach

Safety reminders

Walking aids/commodes accessible


Other interventions may include: •

Star magnet and yellow wristband to let staff know you are at a higher risk of falling

Bed and/or chair alarms for additional safety

Nutrition consult with a Dietitian

Scheduled trips to the bathroom

Keeping your bed at the right height

Review of medications with a Pharmacist

Help with getting out of bed

Use recommended walking aids

Increased supervision

What can you and your family do? •

Share your concerns about falling

Get up slowly after sitting or lying down

Wear non-slip footwear

Wear your glasses and hearing aids, as applicable

Call when you need help to move, especially at night or when you feel dizzy or light-headed

Notify the healthcare team before leaving the unit if your loved one requires increased supervision

Have non-slip surfaces in your tub or shower

Engage in physical activity every day

Take medications as prescribed

Your family can help by making sure the call bell and personal items are within your reach

Speak to your doctor to see if Vitamin D supplements are right for you

Wipe up spills immediately

Some medications may have side effects. If you or your family notice any new symptoms, please notify the healthcare team.

Ensure you have adequate lighting, especially at night

Remove tripping hazards in your home (examples: area rugs, electric/computer cables).

Consider staying with your loved one dependent upon current visitor policies


If you see a patient fall, please notify a staff member.


Preparing for Your Discharge: Leaving the Hospital Planning to leave the hospital begins soon after you are admitted. You are considered for discharge when your healthcare team determines that you no longer need medical care at the hospital. We know that preparing for discharge, either to your home or to another facility, can feel confusing and overwhelming, especially at the beginning of your care journey. Your care team will work with you, your family and/ caregiver(s) to provide the best plan possible for your safe transition from hospital.

Home First

Plan ahead discharge is Helping you recover safely at home with the support you need 11:00 a.m.

Once you have finished acute care treatment and no longer need hospital care, it is safe for you to be discharged to heal How does discharge work at JBH? further at home with community support.

YourPlanning healthcare team will work in partnership with you for home to plan your goalsa and for the day when to you While still care in hospital, homeplan care plan will be developed will leave the hospital. This called yourofday discharge. support further healing. Withisthe assistance our of Discharge Planning team and a Home and Community Care Coordinator,

Conversations about your discharge will take place soon we will work with you and your family or caregivers to create after ayou are admitted. Knowing when you will leave the detailed picture of the support that will best help you to hospital can help you, your family and caregiver(s) plan transition from hospital to home. ahead and explore your options. Your healthcare team Your arrange Dischargeany Planner and Care care Coordinator will work can also follow-up you may needwith in you to determine how best to support your care needs in the time for when you leave the hospital. community and, help you to identify and access community

Sometimes transferred a different unit supportspatients you need may to healbe further at home. to Including, medical equipment and health like nurses, personal or hospital during their care stay.professionals This depends on your needs care assistants, andbest physiotherapists among and where you can receive the careothers. you require. Your Keeping healthcare will keep you informed of any you team informed possible transfers. No matter where you are transferred You are an important member of your health care team. If you to, they alwaysplease helpshare youthem prepare to leave the havewill questions, with your hospital-based hospital. health care team, Discharge Planner or Care Coordinator so that they can work with you to meet your needs.


Home First benefits B Heal safely without risk of hospital-related complications

B Avoid deconditioning or functional decline (this can occur when you are unable to take part in the activities of daily living)

B Reach optimal functioning with the support of your loved ones

B Make major life decisions without the pressures found in a hospital setting

B Ease the potential for social isolation and the risk of depression found in hospital

Where will I go after I’m discharged? Going home is typically the first choice for patients. This is called the Home First approach. If you need care at home, Home and Community Care Support Services will talk to you about your care needs, while you are in the hospital and about the resources in the community that may be right for you. They may contact you virtually (by phone) or in person, depending on your situation. Ask your healthcare team for more information.

What do I need to do to prepare for discharge home? Once you know your day of discharge, you need to arrange your own transportation home. If you need help, ask your healthcare team for a list of phone numbers for travel options, such as an ambulance, taxi or wheelchair accessible taxi.

Note: JBH does not pay for your transportation to leave the hospital. Who do I contact if I have questions about leaving the hospital? Speak with any member of your care team. They are here to support you.

Your Wishes Matter It’s Your Choice: Advanced Care Planning Have you thought about the care you would want if you became seriously ill, were in a coma or could not do things for yourself? What quality of life would be important to you? Who would speak for you if you were unable to speak for yourself (i.e., who would act as your substitute decision maker)? We recommend that you discuss your wishes with your loved ones and your doctors, appoint someone to speak for you, and then document your decisions in a Power of Attorney for Personal Care. Always bring a copy of this Power of Attorney to the hospital. Talk to your healthcare team and those close to you about your wishes related to end of life care.


Your Stay

Communication Tools In-Room CARE Whiteboard

During Your Stay

A CARE whiteboard has been provided in your room. This CARE whiteboard is intended to be a daily source of useful information during your stay. You and your family can also use it to ask questions and pass on information to your healthcare team.

Your Meals Breakfast is served between 7:35 a.m. and 9:00 a.m.; lunch is served between 11:35 a.m. and 1:00 p.m. and dinner is served between 4:35 p.m. and 6:00 p.m.

Call Bell

Your physician or dietitian will order a diet type for you based on your medical condition (e.g. cardiac, diabetic, etc.). Please let your nurse know of any allergies or special dietary needs such as vegetarian, Halal or reduced lactose. If you have any questions/concerns about your meals, please speak with your healthcare team.

Personal Items and Valuables We urge you to leave valuables such as jewelry, ID, credit cards, cash, etc., safely at home. To keep personal items secure, we recommend you:

Your bed has a call bell, which should be placed where you can easily reach it. When you push the call bell button, the team will be alerted and someone will check on you as soon as possible. Please use the call button if you need assistance.

Additional Items Your Loved Ones Could Bring Ask the staff in your unit if there are special instructions on what to bring. Most of the time you will need to bring: •

Socks and underwear

Keep eyeglasses, dentures and/or hearing aids in their containers to protect them

Non-skid or rubber soled slippers or shoes

Keep clothing/belongings in your room closet, bedside table or bag/suitcase.


Scent-free toiletries such as a toothbrush, toothpaste, face soap

If you lose something while you are here, contact the unit(s) that you were on during your hospital stay as soon as possible. Staff will search for your belongings and follow up with you directly.

Personal appliances such as a hair dryer or electric razor

Books or magazines

Cellphone, tablet or laptop, charger and headphones

Please remember the hospital is not responsible for lost patient belongings or valuables.

Any other items your healthcare team has asked you to bring.


Visiting We believe that the support of your family and friends is important. Please check with the unit and JBH website for updated information about the visiting policy. Visiting may be interrupted to provide appropriate patient care and may be restricted to protect the privacy of other patients or to maintain safety. We ask all visitors to respect the needs of our patients to have a quiet, restful space for healing by minimizing noise while on a patient care unit. Visitors are not permitted to eat or drink while in the patient room. Visitors are also not permitted to use washrooms in patient rooms. Please use public restrooms. Please be sure to follow the posted Infection Prevention and Control signage that will help reduce the risk of spreading infection. Those who disregard the safety of patients, visitors, or staff will be required to leave the hospital.

Virtual Visits Virtual Visits allow patients to remain connected with their family members/friends through face-to-face social video visits. This provides support, comfort, personal connection and assurance during a hospital stay. Whenever possible, families and loved ones are encouraged to connect with patients in person. To set up a virtual visits, please fill out a request form on by searching “Video Visit Request Form” or speak to your healthcare team.


In-room Services Telephone Your in-room telephone is automatically activated and is free of charge. •

For calls outside of the hospital, please dial ‘9’ first;

For the operator, collect and long-distance calls, please dial ‘0’.

Internet Access Internet is free of charge. Use Wi-Fi network: jbvisitor

Television Most inpatient units are equipped with a TV. Service is free of charge.

Room Cleaning Housekeeping staff will disinfect your room and bathroom on a regular basis. Standard cleaning practices include cleaning the surfaces in your room, such as your bed rails and over bed tray. If you find your room in need of cleaning, please notify your nurse or press the call bell.

In-room Alerts Each patient room has different ways to alert staff about your care and safety. Examples of alerts can include heart monitors, bed alarms or IV pumps. If no one answers an alarm after a short period of time, please tell a nurse or push your call bell for help.


Patient Services & Food Options On-site Services Goldencare Pharmacy Goldencare Pharmacy is located in the North Tower First Floor, adjacent to Tim Hortons. Services offered include: home delivery after discharge, blister packs, mobility aid rentals, and a 10% discount on OTC medications for new customers. Monday - Friday: 9:00 a.m –5:00 p.m Saturday: 9:00 a.m – 2:00 p.m Phone: (905) 639-2222

Gift Shop The Gift Shop, located in the South Tower First Floor, beside the entrance to the pedestrian bridge, is owned and operated by the hospital's Auxiliary, with proceeds proudly benefiting the hospital. Can’t make it in but would like to send a gift to a patient? Call (905) 632-3737 ext. 5587 during business hours to place an order and we’ll deliver it for you as well. Online orders can be made by contacting Monday - Friday: 9:30 a.m - 4:30 p.m Hours subject to change

Food Options Tim Hortons is located in the North Tower First Floor, next to Goldencare Pharmacy.

La Prep is located in the South Tower First Floor.

Monday - Friday: 6:30 a.m to 8:30 p.m

Monday - Friday: 8:00 a.m - 6:00 p.m

Saturday & Sunday: 7:30 a.m - 7:30 p.m

Saturday & Sunday: 9:00 a.m - 5:00 p.m

Vending machines are available on the Main Level and Level 1 of the South Tower. Hours subject to change

Bank Machines Bank machines are available in the hospital, on the South Tower Main Level and First Floor, and North Tower First Floor.

Security can be reached at 905-632-3737 ext. 1250.


Spiritual Care The experience of illness can awaken deep emotions and questions about life, meaning, purpose, hope and healing. People often turn to spiritual resources during these times. Spiritual support is available to people of all spiritual perspectives through the hospital chaplain in cooperation with community-based faith groups. Please speak to your healthcare provider if you would like spiritual support, or contact the hospital chaplain directly at (905) 632- 3737 ext. 5725. A visit from the hospital chaplain or a visit from a representative of your spiritual community can be arranged. For urgent access to spiritual care, call switchboard at (905) 632-3737 ext. 0 and note the reason for your call.

Sacred Space The Sacred Space is a multi-faith retreat room available for quiet prayer and reflection. It is available 24 hours a day, and is equipped with: a hand-wash and foot-wash station, prayer mats, rosaries, spiritual literature, and sacred writings. The Sacred Space is located on the first floor of the South Tower, along the wavy wall.


Accessibility Accessible Information JBH has a variety of formats to support information dissemination and dialogue with persons with disabilities. Accessible formats and communication supports will be determined in consultation with each individual. If you require access to information posted on our website in an accessible format, please contact Corporate Communications at corporatecommunications@

Translation Services and Sign Language Interpreter If you or a family member needs an interpreter, you can access this directly through the hospital inpatient telephone by dialing 365-657-5711 and request the language of choice. Please have available the patient’s name and the Unit Manager’s name. iPads can also be borrowed for interpreter services, through the hospital Switchboard. Please speak to your healthcare team to arrange.

Parking P A parking garage and surface lots are available for patient and family parking. Multiday passes (at a discounted rate) can be purchased at the Parking Office Kiosk, located outside the North Tower Entrance. Pay parking kiosks are located on each floor of the parking garage in the elevator vestibule, inside the South Tower Main Entrance and outside the North Tower Entrance. Current JBH Rates (subject to change): •

Patient pickup (to a maximum of 20 minutes)- No Charge

Half hour rate (to a maximum of 2.5 hours) - $3.50

Day rate (2.5 hours to 24 hours) - $16.25

5 day pass - $40.50

10 day pass - $80

30 day pass - $240


Your Hospital Bill and Insurance Information Billing and Additional Charges During your stay with us, there may be charges that are not covered by insurance companies. We will keep a record of those expenses and bill you on the day you leave. We are unable check or confirm eligibility for private medical coverage or health insurance. Please have this information with you before coming to the hospital. Where applicable, fees incurred which have not been paid in full by private insurance are the responsibility of the patient/ guarantor. Examples of items that are not paid for by the Ontario Hospital Insurance Program (OHIP) include: •

The cost of inpatient or outpatient medical devices

The cost to stay in a semi-private or private room

The full cost of ambulance services.

Medical devices provided as a part of a patient’s care are billable whether or not the device is taken home. All devices are nonrefundable. A standard ward room is covered for Ontario residents with valid OHIP. Rooms are assigned according to patient needs, not preference. If a room is not available on request, we will notify you when it becomes available. We will make every effort to fulfill your request, but cannot guarantee it. With questions or requests, contact Preferred Accommodation: 905-632-3737 ext. 4891. Joseph Brant Hospital patients and families must pay their hospital bills online or in person Monday to Friday at the Cashier’s Office, located 1 South 200- In Admitting.

Giving Back Volunteering Volunteers are an integral part of our commitment to provide exemplary health care. Through partnerships with staff, volunteers help create a positive experience for patients at JBH. If you are interested in joining our team of volunteers making a meaningful impact in the lives of patients, visit or send an email to:


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We need your help. We can’t do this alone. Did you know that government funding only covers a portion of our operating costs? Joseph Brant Hospital relies on donor support to fund equipment and technology needs to ensure that the best care can be found right here at home in Burlington. Every gift, regardless of the amount, makes an impact and supports our patients and their families in the moments that matter most. Learn more about how you can make a tribute gift in honour of a loved one or show your gratitude for the compassionate care of our healthcare professionals. Your generosity will enable them to support the healthcare needs of your family, friends and neighbours – today and for the future.

For more information please contact Tracy at 905-632-3737 ext. 6500 or visit

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2021-09-07 8:56 AM

Share Your Voice Compliments & Concerns If you are in hospital, please speak with a member of your healthcare team or Unit Manager with any compliments, suggestions, questions or concerns. If your concerns are not met on the unit, please contact the Patient Experience team who will work with you and your healthcare team for the best possible hospital experience. Contact the Patient Experience team by phone at Extension 4949 or email at patientexperience@ to share your feedback.

Sharing your feedback. Share with us.

Share your compliment or concern with the Care team, c Charge Nurse or Clinical Manager.

Care review.

We'll review the facts and discuss options.

Find an agreeable outcome.

Become a Patient & Family Advisor At JBH, we are committed to partnering with our patients and their families and caregivers to improve the patient experience. One way we do this is by working collaboratively with our Patient and Family Advisors. These volunteers have experience using JBH services as a patient or assisting family members, and desire to bring their positive voice to our teams and committees in the planning, delivery, and evaluation of our healthcare services. For more information on how to apply to become a Patient and Family Advisor, please visit

If agreeable outcome not reached. Contact the Patient Experience Office in person, writing or by telephone. 1245 Lakeshore Rd.,,

905-632-3737 Ext. 4949 We’ll respond within one business day.

We'll review facts and discuss options with departmental leadership. This may take up to 10 business days.

If more time is needed, we’ll contact you.

Share outcomes in person, writing or by telephone as preferred.




Community Supporters Joseph Brant Hospital is extremely grateful to all advertisers for helping to make this handbook possible. Please note, an advertisement in this handbook does not imply an endorsement by Joseph Brant Hospital.

Accommodation Waterfront Hotel......................................................... 34


Burlington Memorial Gardens.................................... 30

Community Services

Heart to Home Meals................................................. 27

Home Health Care

Home Instead Senior Care................................... 28-29 Right at Home............................................................ 32 Spectrum Health Care............................................... 33 Wellwise by Shoppers............................................... 34


Heart to Home Meals................................................. 27

Medical Equipment

Wellwise by Shoppers............................................... 34


Goldencare Pharmacy............................................... 31

Retirement Residence

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Senior Care

Seniors for Seniors.................................................... 33


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Help your loved one make a safe return home.


905.847.8433 Returning home can leave your loved one in need of additional assistance. Home Instead CAREGiversSM can provide the care needed to ensure your senior returns home safely.

• • • • •

Transportation to Follow-Up Appointments Nutrition and Medication Management Warning Sign Monitoring and Physical Therapy/Exercise Reminders Personal Care Services

Contact us to put together a personalized care offering for your loved one.


Proudly supporting Joseph Brant Hospital Serving Burlington and the surrounding area for over 40 years. Tara Mae Rusin Family Services Director Burlington Memorial Gardens 3353 Guelph Line, Burlington 905-332-4631 Dodsworth & Brown Funeral Home 2241 New Street Burlington, ON

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Burlington Proud to Support


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THANK YOU • Home Health Care


• Senior Services

Exceptional Home Care from our family to yours.

Thank you Right at Home for not just being a service, but being part of the family.

Rebecca L.

A full range of Care Services Personal care and hygiene Companionship Dementia specialists Physical assistance Transportation and errands Light housekeeping

Hospital-to-home transition Nursing care and therapy Post-operative care Meal preparation


Call us for a free, no commitment assessment and to meet your Care Planner.


Always with you! Recovering from a hospital visit can be overwhelming. Our team of compassionate and experienced caregivers are here to help patients feel safe and supported on their journey from hospital to home.

We can assist you with any of the following: HOSPITAL VISIT


• Driver companion

• Driver companion to take you home

• Companion support during check in • Bedside companion during your stay • Respite support for your family/friends

and run errands

• Visiting nurse • Personal and home support • Live-in or overnight companionship • Home cleaning • Free senior living counselling and

placement support



It’s a matter of view.

Discounted Rates Available for Patients & Families of Joseph Brant Hospital





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Shopping at Wellwise™ comes with a bonus † – PC Optimum™ points! Restrictions apply. PC Optimum™ points cannot be collected or redeemed on government funded portions of products and services. In addition, PC Optimum™ points cannot be collected on rentals, services, delivery, and third party gift cards. Other restrictions may apply. See in-store and PC Optimum Terms and Conditions for more details. ®/™ Trademarks of 911979 Alberta Ltd., used under license. PC Optimum™ is a trademark of Loblaws Inc. Used under license. †





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Now IS THE Time TO Move! To Retirement

Now is the perfect time to experience luxurious retirement living at Pearl and Pine. We are located in the heart of downtown Burlington, with suites with spectacular views, a Red Seal Executive Chef cooking all your meals, and daily fitness classes and social activities. Our onsite concierge will provide you with whatever you need, as well as 24-hour registered nursing staff and emergency response systems, to meet your care needs. Regular housekeeping ensures your suite is sparkling clean, and most importantly, all of our well-trained staff make sure your health and wellbeing are a top priority!

Seasonal Stay Program Currently, Pearl and Pine is offering a Seasonal Stay Program! This program is a low-commitment, all inclusive, resort-style way to experience living in Retirement. Take a breath of fresh air this spring season, and come try life with us!

SIGNS THAT NOW IS THE TIME TO MAKE THE MOVE:  You are feeling isolated from friends and family, going long periods of time on your own  Your hallways and living spaces are too narrow to accommodate a walker or wheelchair  You are making the easiest or most convenient meals rather than healthy and/or tasty options  Stairs are becoming a problem for your mobility  General upkeep and maintenance of your home is becoming difficult to manage


“We were impressed with the option of a three-month trial at Pearl & Pine. The staff, facility and food are fabulous, and a wide range of activities are provided. We decided after the three- month trial, that this is the place we wanted to be!” —Peter & Jane G “As far as I’m concerned, I think it’s utopia here. The staff is amazing. Everything is done for us. They just make life as wonderful as possible.” —Zilla V. “I’m completely relaxed and at home at Pearl & Pine. I’ve met lots of very good friends here. I’ve lived here for four years, and they’ve been some of the happiest years of my life.” —Jim J





(905) 633-8300 |

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