Joseph Brant Hospital Patient and Family Guide by Willow Publishing

Parking and Entrances

and Entrances

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

Map: Level 1 North and South Tower

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.

(Doctor) your care oversee your decisions

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

The doctor in charge of your care at the hospital. They oversee your care team.

Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Below are some examples of professions you may meet and how they may care for you.

Pharmacist

Attending Physician or Doctor

Pharmacy Professional

Attending Physician (Doctor)

Bioethicist

Attending Physician (Doctor)

Occupational Therapist

Attending Physician (Doctor)

The doctor in charge of your care at the hospital. They oversee your care team.

Attending Physician (Doctor)

The doctor who oversees a patient’s care at the hospital.

Helps you make diﬃcult decisions about your care.

The doctor in charge of your care at the hospital. They oversee your care team.

Fellow or Resident

Environmental Aide

Bioethicist

A doctor who is doing special training.

Helps you make diﬃcult decisions about your care.

Dedicated to ensuring that the patient environment is clean and disinfected to help fight the spread of infectious diseases.

Occupational Therapist

Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Makes sure a patient gets the right medication and gives them information about it.

Makes sure you get the right medicine and gives you information about it.

Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Pharmacist

Physiotherapist

Physiotherapist & Physiotherapy

Pharmacist

Therapy Assistant

Helps you make diﬃcult decisions about your care.

Attending Physician (Doctor)

Helps you make diﬃcult decisions about your care.

Fellow or Resident

Occupational Therapist

Makes sure you get the right medicine and gives you information about it.

Helps you plan how to be more independent by building your strength, balance and coordination.

Medical Imaging Technologist

Fellow or Resident

The doctor in charge of your care at the hospital. They oversee your care team.

Fellow or Resident

(such as sonographer or radiological technologist)

A doctor who is doing special training.

Makes sure you get the right medicine and gives you information about it.

Helps a patient be more independent by building their strength, balance and coordination, with a focus on mobility.

Makes sure you get the right medicine and gives you information about it.

Registered Dietitian

Porter

Physiotherapist

Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Physiotherapist

A doctor who is doing special training.

Bioethicist

Physiotherapist

A doctor who is doing special training.

Takes pictures of your body using different kinds of tests.

Laboratory Professional

Medical Imaging Technologist

Helps you choose the right food for your needs.

Pharmacist

Helps you plan how to be more independent by building your strength, balance and coordination.

Medical Imaging Technologist

Helps you make diﬃcult decisions about your care.

(such as sonographer or radiological technologist)

Medical Interpreter

Medical Imaging Technologist (such as sonographer or radiological technologist)

Medical Imaging Technologist

(such as sonographer or radiological technologist)

Fellow or Resident

(such as sonographer or radiological technologist)

Includes pathologists, medical lab technologists, and lab staff, who contribute to the prevention, diagnosis, and treatment of diseases and medical conditions.

Takes pictures of your body using different kinds of tests.

A doctor who is doing special training.

Takes pictures of your body using different kinds of tests.

Helps you communicate with your health care team if you prefer to speak a language other than English.

Medical Interpreter

Helps you plan how to be more independent by building your strength, balance and coordination.

Medical Interpreter

Nurse

Helps you plan how to be more independent by building your strength, balance and coordination.

Assists with patient care by ensuring that patients, specimens, and materials are transported throughout the hospital safely and on time.

Registered Dietitian

Respiratory Therapist

Registered Dietitian

Makes sure you get the right medicine and gives you information about it.

Helps you choose the right food for your needs.

Treats patients with breathing problems.

Registered Dietitian

Helps you choose the right food for your needs.

Physiotherapist

Helps choose the right food or nutritional supplements for a patients’ needs.

Helps you choose the right food for your needs.

Social Worker

Respiratory Therapist

Helps you plan how to be more independent by building your strength, balance and coordination.

Respiratory Therapist

Medical Interpreter

Treats patients with breathing problems.

Medical Imaging Technologist

(such as sonographer or radiological technologist)

Helps you communicate with your health care team if you prefer to speak a language other than English.

Medical Imaging Technologist

Treats patients with breathing problems.

Treats a patient with breathing problems.

(such as Sonographer or Radiological Technologist)

Helps you communicate with your health care team if you prefer to speak a language other than English.

Takes pictures of your body using different kinds of tests.

Nurse

Helps plan and keeps track of your care and teaches you about your illness or injury.

Takes pictures of a patient’s body using different kinds of cameras.

Helps you communicate with your health care team if you prefer to speak a language other than English.

Nurse Practitioner

Treats patients with breathing problems.

Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

Social Worker

Registered Dietitian

Social Worker

Helps you choose the right food for your needs.

Speech-Language Pathologist

Social Worker

Respiratory Therapist

Nurse

Medical Interpreter

Helps plan and keeps track of your care and teaches you about your illness or injury.

A specially qualiﬁed nurse who can order tests, prescribe medicines, and do health assessments.

Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

Helps you with problems talking or swallowing.

Provides support to a patients and family including counselling, grief and loss support.

Helps plan and keeps track of your care and teaches you about your illness or injury.

Assesses and identifies a patient’s needs, implements and monitors the patient’s care goals and treatment.

Helps plan and keeps track of your care and teaches you about your illness or injury.

Nurse Practitioner

Helps you communicate with your health care team if you prefer to speak a language other than English.

Treats patients with breathing problems.

Spiritual Care Professional

Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

Speech-Language Pathologist

Helps you with problems talking or swallowing.

Speech-Language Pathologist

Helps you ﬁnd meaning in your illness and deal with loss and grief.

Social Worker

Helps you with problems talking or swallowing.

Helps a patient with problems communicating or swallowing.

Nurse Practitioner

Nurse

A specially qualiﬁed nurse who can order tests, prescribe medicines, and do health assessments.

A specially qualified nurse who can order tests, prescribe medicines, and do health assessments.

A specially qualiﬁed nurse who can order tests, prescribe medicines, and do health assessments.

Spiritual Care Professional

Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

Spiritual Care Professional

Helps you ﬁnd meaning in your illness and deal with loss and grief.

Spiritual Care Professional

Helps you ﬁnd meaning in your illness and deal with loss and grief.

Helps a patient find meaning in their illness and support with loss and grief.

Helps you ﬁnd meaning in your illness and deal with loss and grief.

Speech-Language Pathologist

Occupational Therapist & Occupational

Helps plan and keeps track of your care and teaches you about your illness or injury.

Occupational Therapist

Therapy Assistant

Nurse Practitioner

Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Helps a patient plan how to safely do everyday activities such as eating, bathing and getting dressed.

Helps you with problems talking or swallowing.

Volunteer

Spiritual Care Professional

Identified by their blue vests, they support the delivery of quality and compassionate healthcare throughout the hospital.

Pharmacist

A specially qualiﬁed nurse who can order tests, prescribe medicines, 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

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.

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

Ask

Listen

• 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.

• 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.

Be Open and Honest

• 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.

Privacy

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.

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

• To receive payment for services

• To contact a relative or friend if you are incapacitated

• To report certain diseases to public health authorities

• When necessary to prevent serious harm to you or others

• When we suspect certain types of abuse.

Informed Consent

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.

Informed consent means you are aware of:

• The nature of the treatment

• The benefits of the treatment

• The side effects of the treatment

• The alternative options available to you

• The likely consequences of not having the treatment

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

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 &

in hospital

Move While

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

DIGESTIVE SYSTEM

• Reduced appetite

• Constipation

HEART & CIRCULATION

• Changes to blood pressure and pulse

• Increased risk of blood clots

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

How to stay active while in hospital

SKIN

• Increased risk of bed sores

Preventing Pressure Injuries

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

What is a pressure injury?

What causes pressure injuries?

• Overall poor

• Limited mobility/inability

• Poor nutrition

• Lack of feeling diabetes, spinal multiple sclerosis

Pressure injuries (also known as bed sores) are caused by intense and lasting pressure that damages the skin, and the tissue underneath the skin. They can develop in a very short time and take a long time to heal. Pressure injuries can negatively impact relationships, physical and mental health, and the ability to perform day to day activities.

Unrelieved pressure on the skin squeezes tiny blood vessels, which supply the skin with nutrients and oxygen. When the skin is starved of nutrients and oxygen for too long, the tissue dies and a pressure injury develops.

• Excessive moisture or fecal incontinence

People who spend a long time in one position or those confined to a bed or sit in a chair or wheelchair for long periods are at risk of pressure injuries.

Your risk?

Any person of any age may be at risk. Factors that may increase the risk of pressure injuries include:

Other factors can cause pressure injuries too. If a person slides down in the bed or chair, blood vessels can stretch or bend causing pressure injuries. Even slight rubbing or friction on the skin may cause pressure injuries.

• Overall poor health status

• Limited mobility/inability to move

Be Active in Your Care

• Poor nutrition or hydration

What to look for?

• Red/purple/blue skin

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

• Blister, swelling, shiny or warm areas over boney areas

Where to look?

• Past history

• Lack of feeling in lower limbs e.g. diabetes, spinal cord injury or multiple sclerosis

• Excessive moisture due to urinary or fecal incontinence

• Past history of pressure injury.

What can my family and I do?

• Move Early & Often! Make small shifts in your weight every 15 minutes

• Limit pressure over boney areas by changing positions or having your caregiver change your position every 2 to 4 hours

• Injuries usually occur over boney areas, such as the heels, elbows, hips, buttock and tail bone. The diagram below illustrates places on 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

• Call system within reach

• Personal items within reach

• Walking aids/commodes accessible

• Non-slip footwear

• Staying active

• Safety reminders

Other interventions may include:

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

• Scheduled trips to the bathroom

• Keeping your bed at the right height

• Help with getting out of bed

• Increased supervision

• Bed and/or chair alarms for additional safety

• Nutrition consult with a Dietitian

• Review of medications with a Pharmacist

• Use recommended walking aids

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

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

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

• Consider staying with your loved onedependent upon current visitor policies

• 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

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

• Wipe up spills immediately

• Ensure you have adequate lighting, especially at night

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

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

support you need Home First

Helping you recover safely at home with the

How does discharge work at JBH?

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

Planning for home

Your healthcare team will work in partnership with you to plan your care goals and plan for the day when you will leave the hospital. This is called your day of discharge.

While still in hospital, a home care plan will be developed to support further healing. With the assistance of our Discharge Planning team and a Home and Community Care Coordinator, we will work with you and your family or caregivers to create a detailed picture of the support that will best help you to transition from hospital to home.

Conversations about your discharge will take place soon after you are admitted. Knowing when you will leave the hospital can help you, your family and caregiver(s) plan ahead and explore your options. Your healthcare team can also arrange any follow-up care you may need in time for when you leave the hospital.

Your Discharge Planner and Care Coordinator will work with you to determine how best to support your care needs in the community and, help you to identify and access community supports you need to heal further at home. Including, medical equipment and health care professionals like nurses, personal care assistants, and physiotherapists among others.

Sometimes patients may be transferred to a different unit or hospital during their stay. This depends on your needs and where you can best receive the care you require. Your healthcare team will keep you informed of any possible transfers. No matter where you are transferred to, they will always help you prepare to leave the hospital.

Keeping you informed

You are an important member of your health care team. If you have questions, please share them with your hospital-based 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

During Your Stay

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.

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 or gluten free. 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:

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

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

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.

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

In-Room CARE Whiteboard

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.

Call Bell

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

• Non-skid or rubber soled slippers or shoes

• Pajamas / comfortable nightgown

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

• Personal appliances such as a hair dryer or electric razor

• Books or magazines

• Cellphone, tablet or laptop, charger and headphones

• Some personal electronical devices may be subject to a safety inspection prior to use–please ask your nurse.

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 josephbranthospital.ca 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

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 JBHGiftshop@josephbranthospital.ca

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.

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

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

La Prep is located in the South Tower First Floor.

Monday - Friday: 8:00 a.m - 6:00 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@ josephbranthospital.ca

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. This service is provided free of charge.

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):

• Each half hour or less (to a maximum of 2.5 hours) - $4.00

• Day rate (2.5 hours to midnight) - $19.00

• Day pass (in-and-out privileges to a maximum of 24 hours) - $19.00

• 5 day H-PASS - $47.50

• 10 day H-PASS - $95.00

• 30 day H-PASS - $285.00

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.

Methods of Hospital Bill Payment

The following hospital bill payment options are available to patients and family members:

• Telephone via credit card at 905-336-4114 (Business hours only)

• Financial Institution (Online or in-person using your Patient Account Number)

• JBH website (a minimal service fee applies)

• Mail via cheque (C/O: Financial Services)

• In-person via debit/credit card (after hours at the Admitting and Registration desk – 1 South 200. A paper copy of the invoice/statement is required for this option)

If the above options are not possible, a patient or family member may contact our Finance department during business hours at 905-336-4114 to make other arrangements.

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 josephbranthospital.ca or send an email to: volunteering@josephbranthospital.ca

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 jbhfoundation.ca

Share Your Voice

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@ josephbranthospital.ca to share your feedback.

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 josephbranthospital.ca

Compliments & Concerns

Sharing your feedback.

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

Care review.

We'll review the facts and discuss options.

Find an agreeable outcome.

If agreeable outcome not reached.

Contact the Patient Experience Ofﬁce in person, writing or by telephone.

1245 Lakeshore Rd., patientrelations@josephbranthospital.ca, 905-632-3737 Ext. 4949

We’ll respond within one business day.

If you wish to receive a brief survey from Joseph Brant Hospital regarding your experience, please email patientexperience@josephbranthospital.ca. All responses are kept anonymous and confidential. patientexperience@josephbranthospital.ca

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.

josephbranthospital.ca

Notes

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.

Physical