Ontario, N2G 1G3 www.grhosp.on.ca/CancerProg Subscribe to our enewsletter: www.grhosp.on.ca/epulse Grand River Hospital Grand River Hospital Foundation youtube.com/griverhosp @GRHospitalKW @GRHF Grand River Hospital Foundation
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Patient Information & Services Directory KW Campus 835 King St. West I Kitchener, ON I N2G 1G3 Main Switchboard: 519-742-3611 I Automated Attendant: 519-749-4300 Grand River Hospital: www.grhosp.on.ca I Grand River Hospital Foundation: www.grhf.org
GRAND RIVER REGIONAL CANCER CENTRE GREEN STREET
Welcome to the K-W Campus
K KAUFMAN BUILDING
A B C D E F G L
KW CAMPUS WINGS
MOUNT HOPE STREET
“Welcome” Dear patients and visitors, We welcome you to Grand River Hospital. As the community’s largest provider of specialized hospital services, our priority is to provide exceptional care to patients through our 15 clinical programs and services. These include cancer care, complex continuing care, critical care, emergency, laboratory services, childbirth, medical imaging, medicine, mental health and addictions, children’s, pharmacy, rehabilitation, renal/kidney care, stroke care and surgery. We want your experience at Grand River Hospital to be a positive one and we welcome and encourage your comments. Please share your feedback with any member of your health care team, or through email at firstname.lastname@example.org We strive to be exceptional in everything we do, and through your feedback and insight we are better able to understand the needs of our patients and families. If you would like more information about Grand River Hospital, or our programs and services, please contact our communications department at 519-749-4300, ext. 2986, or internally, simply dial ext. 2986. You’re also welcome to visit our website at www.grhosp.on.ca Wishing you good health, Staff, physicians and volunteers of Grand River Hospital.
www.grhosp.on.ca www.grhf.org Please follow us: Grand River Hospital Grand River Hospital Foundation youtube.com/griverhosp
@GRHospitalKW EXCEPTIONAL CANCER CARE IN WATERLOO @GRHF 10 YEARS OF EXCEPTIONAL CANCER CARE IN River Hospital Foundation LINGTON 10 YEARS OFGrand EXCEPTIONAL CANCER
Thank your Hospital Hero with a gift for patient care at www.grhf.org or 519-749-4205. Learn more about other ways to give at www.grhf.org.
ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
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Safe health care starts with you! Grand River Hospital is committed to providing safe and quality health care – but we need your help! You are the most important advocate for your health, and being actively involved in your treatment will help ensure you receive the best care possible.
Remember these three tips! 1) Be involved in your care. Please ask a member of your health care team if you have questions. Please report any patient safety concerns or incidents to a member of your care team immediately. 2) Please share important health information with your care team (health history, medications, allergies, etc.). 3) Please make sure you know what to do when you leave the hospital.
Your health care team is your partner in safety. Ask a member of your health care team for more information about your role in patient safety.
EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER
Medication Safety Your safety is important to us. Knowing your medication history is a vital part of your care. To help us care for you:
Please bring Bring the Thefollowing Following Timeyou Youvisit Visitthe Thehospital: Hospital: Each each time • All of your medications from home, in their original containers. • An up- to-date list of all of your medications, including: - Prescriptions - Inhalers, patches, eye drops, etc. - Vitamins, herbal products, etc. - What the drug is for, the dose, and when you need to take it.
Remember to update your medication list: - When ANY changes are made; and - After all doctor and hospital visits.
Keep your medication list in your wallet along with your health card.
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Table of contents Map to KW Campus................................ 2 Message from Grand River Hospital......... 3
Grand River Hospital Foundation........................................ 4 The patient experience Accessibility........................................... 9 Compliments or concerns....................... 9 Patient declaration of values for Waterloo Wellington................................ 9 Privacy and confidentiality..................... 10
Preparing for your visit Advance directives, living will and power of attorney........................... 11 Billing / hospital costs......................... 11 Cultural interpreters............................. 13 Directions to the hospital...................... 13 Parking................................................ 13 Transportation...................................... 14 Valuables............................................ 14
Your hospital stay Accommodation................................... 15 Admissions - patient registration........... 15 Consent to treatment........................... 15 Food services...................................... 16 Medications......................................... 16 Patient education................................. 16 Telephones.......................................... 17 Televisions........................................... 17
Patient safety Animals............................................... 18 Appliances........................................... 18 Balloons.............................................. 18 Fire alarms.......................................... 18 Fire exits............................................. 18 Fragrant products................................. 18 Identification........................................ 18 Infection control................................... 19 Research............................................. 19 Security............................................... 19 Smoke and tobacco-free grounds policy... 20
Hospital amenities and services Administration...................................... 21 Bank machine...................................... 21 Bicycle racks........................................ 21 Breastfeeding lounge............................ 21 Cafeteria............................................. 21 Cash and change................................. 21 Chaplain / chapel................................ 21 Diaper change stations......................... 21 Donations............................................ 22 Elevators............................................. 22 Emergency........................................... 22 Information desk / telephone................ 22 Library services and J Wesley Graham Patient and Family Resource Centre....... 22 Lost and found..................................... 22 Mail.................................................... 23 Medical imaging................................... 23 Multifaith room / spiritual services........ 23
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Newspapers......................................... 23 Pharmacy............................................ 23 Taxi..................................................... 24 Volunteer resources............................. 24 Wireless services................................. 24
After your stay with us
Frequently called numbers.......... 31
Breastfeeding...................................... 25 Gift shop............................................. 25 Patient inquiries................................... 25 Visiting a patient (including our 24 hour visiting guideline)................................. 25
Going home......................................... 27 Patient accounts.................................. 27
Meet our health care team......... 28
Community supporters................. 32
Please note: we are constantly changing to meet your needs. Information presented may be subject to change.
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The patient experience Accessibility During the last several years, there have been a number of initiatives at Grand River Hospital to identify, remove and prevent barriers to people with disabilities. The construction and renovation process has enabled architects and engineers to incorporate many universal design features into the new and renovated facilities. This year, Grand River Hospital has once again committed itself to the continuous improvement of access to hospital facilities, policies, programs, practices and services for patients and their family members, staff, health care practitioners, volunteers and members of the community with disabilities. Please discuss any accessibility concerns with your health care team or feel free to direct them to our patient relations coordinator at 519-749-4300 ext. 2966 or email email@example.com
Compliments or concerns Whether your care met your needs or requires improvement, we welcome hearing from you. If at any time during your stay you have a patient safety concern or experience a patient safety incident, please report it to a member of your care team immediately. To encourage effective communication, we suggest you speak with the team members providing your care. If your matter requires further attention or you feel it should be addressed by someone not directly providing your care you may contact: • The clinical director for the area providing your care; • The hospital’s patient relations coordinator by telephone at 519-749-4300 ext. 2966, via email at firstname.lastname@example.org or by mail at Grand River Hospital, attention: patient relations: 835 King Street West Kitchener, ON N2G 1G3
Patient declaration of values for Waterloo Wellington As part of valued developed with broad consultation across Waterloo Region and Guelph Wellington, patients can expect their health care to include: • Patient-centred care that understands you are a whole person; treats you with compassion and respect; and includes your family and support system in your care. • A partnership with your care provider that shares responsibility and accountability with you; provides care and support to achieve your health goals; and considers all your health needs, connecting you to health and community services.
• Communication that allows you to be heard a safe and caring environment; EXCEPTIONAL CANCER CARE INinWATERLOO clear health information thatCANCER you can understand; and shares 10 YEARS provides OF EXCEPTIONAL CARE INopen and information withEXCEPTIONAL you and your care teams. CANCER LINGTON transparent 10 YEARS OF
KW Campus • Equitable care that puts your needs first regardless of your situation; eliminates barriers to receiving timely and safe services; and is free of prejudice, stigma and judgment. • Continuous improvement in health care that provides you with access to the best quality of care; increases access to new innovative technology and treatments; and contributes to your confidence and trust in the health system.
As a patient or client, I value that: • I am provided with high-quality care and services that focus on my whole being – mind, body and spirit. • My family and I are treated with respect, compassion and understanding of our unique needs. • I am an active partner in my health care and as such am given reliable and current information so I can make informed decisions. • I can express my appreciation or concerns about my health care experience knowing that my health care providers are actively listening.
Privacy and confidentiality Grand River Hospital is committed to protecting the privacy of our patients, and complying with the provincial Personal Health Information Protection Act. To provide you with the best possible care, our health care team requires access to your personal health information. We have policies regulating the collection, use, disclosure, retention and protection of your personal health information. To contact us about our privacy program, please phone 519-749-4275 (ext. 4275 from an internal phone) or send an email to email@example.com. All calls are strictly confidential. Release of information (can I have a copy of my patient record): We respect your right to access your own information. Patients may request to view their own health record, or to receive a copy, by contacting Grand River Hospital’s health information management department at 519-749-4300 ext. 2108. Family members calling to obtain a status update on a patient: If a patient has not chosen to opt out of the patient directory, parties may call the hospital to obtain general information about a patient. This includes the following: • The fact that the individual is a patient in the facility; • The individual’s general health status described as critical, poor, fair, stable or satisfactory, or in similar terms; and • The location of the individual in the facility.
In order to gain more information regarding the patient’s health status and/or care, express consent must be obtained from the patient; for example verbal consent, ANCER CARE IN of WATERLOO 10 YEARS OF E appointing a power attorney or use of theWELLINGTON privacy code (in certain inpatient units). CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
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Preparing for your visit Advance directives, living will and power of attorney A living will states your treatment and personal care wishes, but does not need to name anyone or be written in any specific way. It refers to what you want to happen if you become ill and cannot communicate your wishes about treatment. The term advance directive is also used to refer to such document. On the other hand, a power of attorney is a legal document that gives someone else the right to act on your behalf. However, you can write your treatment wishes (your living will) as part of your power of attorney. If you have prepared or are in possession of such document(s), please inform a member of your health care team as soon as possible and ensure that your family or substitute decision maker is aware of your wishes. You will be requested to provide a copy of the document. If you have any questions about this process, please ask a member of your health care team.
Billing / hospital costs When you come to the hospital for services, it is important to know how the cost of your stay will be covered. This happens either by OHIP, a third party insurance plan, or by your own financial means. For the categories below, here is what information you will need to provide for your stay:
OHIP coverage: • Residents of Ontario will need a valid OHIP card. • The card must be presented for verification during admission/visit. • We will update address information at each visit. • If you come to Grand River Hospital without an OHIP card, you will be registered as a non-insured patient status. We will ask you to sign a “Guarantee of Account” form with the service rates provided on the form. • If you have not brought your OHIP card with you, please bring your card as soon as possible and provide this information to Patient Accounts. This will help us correct your billing in a timely way.
EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER
Third party insurance coverage: • If you choose to pay for your preferred accommodation with extra health insurance, please provide the registration staff with the following information on admission: • The insurance company name; • Policy and certificate number; and • Policy holder and group name. • Please verify your insurance coverage before your arrival. The hospital assumes no responsibility to verify your insurance coverage. The hospital will bill your insurance company if there is supplementary/extended insurance. • If the insurer does not cover any part of your accommodation charges, you will be responsible to pay the outstanding balance.
Self-pay: • Self pay patients are those without a valid OHIP card, interprovincial coverage, or other insurance coverage. • You will be asked to complete a “Health Release of Information” form. • You must provide identification with a Canadian address at the time of registration. • If your permanent residence is outside of Canada, you will also be required to complete and sign a “Non-Resident Guarantee of Account” form with appropriate rates indicated on the form. • Patients who are new residents of Canada awaiting OHIP approval must provide a copy of their permanent resident card or landing documentation. • You will be required to complete and sign a “Guarantee of Account” form with appropriate rates indicated on the form.
Co-payment: Inpatients assessed as no longer needing acute medical care are considered needing alternative level of care (ALC). These patients may be waiting for placement outside the hospital. The Ministry of Health requires these patients to provide a co-payment for their stay in hospital. This means patients are partly responsible for the cost of their stay in hospital. Co-payment fees are set by the Ministry of Health. Please go to the Ministry of Health and Long-Term Care website at www.health.gov.on.ca to review current rates for this service. These rates are subject to change on an annual basis. Patients who cannot pay the full amount of co-payment can apply for a reduced copayment. Please call Grand River Hospital’s Patient Accounts office by calling ext. 7082.
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Cultural interpreters If you would like an interpreter, please ask your health care team.
Directions to the hospital Grand River Hospital’s KW Campus is located at 835 King St. W., Kitchener near the boundary of Kitchener and Waterloo. By bus: Grand River Transit (www.grt.ca) buses stop in front of the campus on King Street and behind the hospital on Park Street. As the ION light rail transit system begins to operate, bus routes and bus stops are subject to change. Visit the Grand River Transit website for the latest transit information. By car: From Highway 401, take Highway 8 west (Exit 278), and keep right to Kitchener. Remain on Highway 8 as it becomes King Street. Follow King Street for approximately five kilometres. The hospital is located on the left side of King Street past downtown Kitchener. From north of Kitchener, take the Conestoga Parkway (Highway 85) south to the Bridgeport Road exit. Go west on Bridgeport Road to King Street and turn left. Continue on King Street for about two kilometres. The hospital is on the right.
Parking Parking is available for patients and visitors in the following areas: • Parking garage, accessible from the main entrance driveway. Drivers must take a ticket to enter the garage and take the ticket with them for payment upon leaving the hospital. If the parking garage is full, there is a grace period on the ticket you received from the entry gate that will allow you to exit at no charge. Rates are $3.50 per half hour to a maximum of $14.25 per exit, per day and payment can be made through the following methods: • At the pay station located in the elevator bay on the first level of the parking garage when ready to leave. When the ticket is inserted into the machine, an automated voice and a display screen will indicate the amount owing which can be paid by credit card, coins and/or bills. Change is dispensed automatically and receipts can be requested and issued directly through the “receipt request” button. Once payment has been made, drivers must take back their ticket to insert into the machine at the exit gate. • By credit card from their vehicle at the payment machines located at the garage’s exits. Insert the ticket into the machine then insert a credit card to pay the amount owing.
• Pay and display parking is available in the main driveway loop, the Kaufman EXCEPTIONAL CANCER CARE INthe WATERLOO parking lot, the emergency parking lot and Mount Hope parking lot. 10 YEARS OF EXCEPTIONAL CANCER CARE IN Rates are $3.50 per half hour or $14.25 per 24 hours. Please pay LINGTON 10 YEARS OF EXCEPTIONAL CANCER
KW Campus before you enter the hospital at any of the pay and display machines. The machines accept coins and credit cards. • Parking is available across King St. at the City’s Rotary Lot from 8 am to 12 am. • Long-term, reduced-rate visitor parking is available for family and friends who visit patients. These cards allow the user unlimited exits from the parking garage and are available through the Precise parking office or the pay machines, located on the first level of the parking garage. Other parking discounts are also available. • Childbirth, neonatal intensive care, and inpatient children’s unit parents, guardians or designated support persons, renal and outpatient oncology patients or their drivers are able to access a reduced-rate parking pass by speaking with their patient care department to start the process. • Reserved parking is available for renal dialysis and outpatient oncology patients on the first floor of the parking garage by permit only. Permits may be obtained through the Precise parking office on the first level of the parking garage. Accessible parking for people with disabilities is available at the parking spaces near the entrance to the main lobby and on the first floor of the garage. For any parking related questions, please call 519-749-4300 ext. 2883.
Transportation By bus: Grand River Transit (www.grt.ca) buses and the ION light rail line serve GRH’s KW Campus. Visit the Grand River Transit website for the latest transit information. Mobility Plus provides specialized transportation for people with mobility difficulties by calling 519-585-7555 in advance to apply. City Cab, United Taxi and Waterloo Taxi also have a wheelchair accessible taxi service. If you live outside of Waterloo Region, call Kiwanis Transit at 519-669-4533.
Valuables Please leave large sums of money, credit cards, jewellery, valuable papers, cell phones and other electronic items at home whenever possible as the hospital cannot be responsible for the security of these items. You are welcome to bring some change or a small amount of money for telephones or other non-health services such as parking.
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Your hospital stay Accommodation Residents of Ontario who are covered by OHIP are entitled to standard ward care (three or more beds in one room). You may choose to upgrade your room to: Semi-private: (two beds in one room) at an additional cost of $260 per day. Private: (single room) at an additional cost of $305 per day. Please check your insurance coverage before you are admitted. OHIP does not cover extra costs such as those for a television, telephone or semi/private room. Your insurance company may cover all or part of the costs of the upgraded service. If not, you are responsible for paying the outstanding balance. We attempt to place you in the type of room that you request. At times, your choice will not be available upon admittance but you will be moved as soon as one is available. Should you request any change in your accommodation, you will be required to sign a new admission form designating the change in your accommodation. Please notify the nursing station of your change request.
Admissions - patient registration Patient registration staff will register patients for most elective surgeries. The registration area is located on the second floor of the hospital in the “C” wing atrium. All elective patients, except expectant mothers and those going to medical imaging, must be registered through patient registration before they move on to their procedure. Before 6:30 am and after 11 pm Monday to Friday and before 6:30 am and after 9 pm on weekends and holidays, please enter the building through the emergency department.
Consent to treatment You, or your substitute decision maker, may be asked by your doctor to sign a consent form for certain tests, procedures, and treatments. Before signing, make sure you understand the benefits and risks of the proposed treatment. If you want more information, or have questions before signing, please talk to your doctor.
Food services Most patients receive a weekly menu to select their meals. Your health care provider, family, or friends can help you fill this out. If you follow a special diet, please let us know when you arrive. If you would like to talk to a dietitian while you are here, let your health care provider know.
• Food Court Subway Subway provides a full range of Subway sandwiches and meals. Subway is located on the third floor of the main hospital’s B Wing. It is open Monday to Friday from 7 am to 10 pm and on weekends and holidays from 9 am to 10 pm. Taste of Mediterranean Taste of Mediterranean provides a selection of grilled meats, rice, salads, potato wedges, platters and much more from Monday to Friday 10 am to 9 pm and on weekends and holidays 11 am to 8 pm. Mia Fresco Mia Fresco provides a selection of salads, wraps, specialty beverages and more from Monday to Friday 8 am to 9 pm and on weekends from 10 am to 8 pm.
• Coffee Shop Tim Hortons is located on the third floor in the main lobby. It is open from 6:30 am to 9 pm seven days a week. Tim Hortons is owned and operated by the GRH Volunteer Association. Proceeds are donated back to the hospital for patient care.
Medications If you have any food or drug allergies, please let your health care provider know. To ensure you receive the safest care when you come to the hospital, you will be asked for a complete list of all medications you are currently taking along with dose information. This includes prescriptions, herbal remedies or supplements, vitamins, eye drops, etc. Only medications ordered by your physician may be taken.
Patient education We want to give you the tools to manage your own health care as best as you can. Your care team will work with you and your family on patient education. We may help to develop a treatment plan, and give you education materials. These can include guides and booklets, or linking you with groups in the community that can help you.
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Telephones Individual telephone services for those admitted to the hospital are available for a fee and are provided by an organization called Hospitality Network. Order forms for telephone service are available on each floor, or patients may contact 519-749-4300 ext. 5353. Once you have rented a telephone from Hospitality Network you will be able to place a call by dialing 9 and then the number you wish to reach. If you are making a long distance call you will need to use a Bell calling card or dial 9 and 0 to make a collect call through the operator. No calls will be put through to patient rooms before 7am or after 10pm. Please note pay phones are located in the main lobby of the hospital, near the Health Care Centre Pharmacy. These phones offer TTY functionality.
Televisions Television sets are provided on a rental basis in each room for your enjoyment. To arrange for individual television service simply fill out the Hospitality Network form located on every floor or dial 519-749-4300 ext. 5353. There are two television channels – 74 and 76 – dedicated to provide patients with information they may need. Channel 76, Health TV, carries information about heart health, lifestyle improvement and cancer. The Parent’s Channel on Channel 74 carries shows especially designed for new moms and dads. The Movie Channel is also available for patients for a minimal additional charge. Personal televisions are not allowed to be used in the hospital.
Patient safety Your safety is very important to us.Â Please report any patient safety concerns or incidents to a member of your care team as soon as possible.
Animals Service animals assisting people with a disability are permitted in the hospital. Animal therapy is arranged in specific areas at the hospital. All other animals are not allowed to visit as part of our infection control measures.
Appliances For safety reasons, electrical appliances such as hair dryers and plug-in radios are not permitted in the hospital. There are some safety-approved hair dryers available on the units. Rechargeable razors are not allowed.
Balloons Latex balloons are not allowed in the hospital, as they can cause severe health issues for those with latex allergies. Mylar (foil) balloons are safe and are permitted inside the hospital.
Fire alarms During a fire alarm, please remain in your area and do not move through the hospital unless directed to do so by staff or fire department personnel. All elevators automatically stop operation, return to the third floor (main floor) and open their doors. If the alarm happens to be on the third floor, all elevators go to the second floor and open their doors.
Fire exits Fire exits are clearly marked throughout the building.
Fragrant products Due to patient and staff allergies, we ask that you refrain from wearing fragrant products when you visit the hospital.
It is important that staff members are able to identify patients. Upon admission, you will receive an identification bracelet to be worn at all times. Additionally, staff, physicians, ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E students and volunteers are required to wear identification badges with their name and CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 department clearly visible. ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
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Infection control - help us keep patients safe Infection control is everyone’s concern. We want to prevent and manage infections to keep patients, staff and visitors safe. First, clean your hands regularly with soap and water, and use the alcohol-based sanitizing gels/foams. You can find the yellow gel/foam dispensers throughout the hospital. Cleaning your hands is important before entering or leaving the hospital, before and after patient contact, after using the washroom, and before eating. Patients may also have specific visiting restrictions or needs based on their health. Please check with a care provider before you start your visit to find out more. Please do not visit the hospital if you have a respiratory illness (a cold or the flu), a stomach virus or diarrhea.
Research Research activities help us understand how we provide care and find ways to improve. The hospital’s research and ethics committees must approve all projects before they can be conducted in the hospital. You may be invited to participate. If so, the procedures, benefits, and risks will be well explained before you make your decision. There is no obligation to participate and you can withdraw at any time.
Security The security office is located on the second floor of the hospital, in the emergency department and can be contacted internally through ext. 2505. Our security program ”Hospital Watch” includes cameras and security officers who patrol the hospital for your protection. All hospital staff must wear photo identification badges. Staff caring for patients in the childbirth and children’s programs have a unique identifier on their name tags. You should only accompany someone who is wearing a badge. Parents should not let anyone take their child without accompanying them. New mothers, one support person, and baby will receive matching identification bands following delivery to ensure infant security.
Smoke and tobacco-free grounds policy Under provincial law, please do not use any tobacco products in the hospital’s buildings or on hospital property.
KW Campus If you use tobacco, our staff can offer you support while you’re in hospital and to stay tobacco-free once you are discharged. Please feel free to discuss alternatives such as nicotine replacement therapy with your health care provider, or contact the Smoker’s Helpline at 1-877-513-5333 or visit www.smokershelpline.ca. People using tobacco outside the hospital must do so off of hospital grounds.
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Hospital amenities and services Administration Hospital administration offices are located on the fourth floor of the Kaufman building, as well as on the fifth floor of the GRH regional cancer centre. To contact a member of the administrative team, call switchboard by dialling “0” from an internal hospital phone and request to be transferred to the person you wish to speak with. Please note that our patient relations coordinator is available to address questions or concerns related to the care you have received. Please call 519-749-4300 ext. 2966 and we will be pleased to help you. You’re also welcome to speak with staff in the unit where you’re receiving care.
Bank machine A 24-hour bank machine is located in the main lobby.
Bicycle racks Racks are located outside the Mount Hope Street entrance, by the Kaufman Building, and outside the main entrance. Please carefully lock all bicycles, as the hospital does not assume any responsibility for their safekeeping.
Breastfeeding lounge See “Breastfeeding” on page 25.
Cafeteria See “Food services” on page 16.
Cash and change We recommend guests of the hospital bring a small amount of change with them.
Chaplain / chapel See “Spiritual services” on page 23 or call ext. 2142 for more information.
Diaper change stations
For your convenience, there are designated stations in many of the men’s and women’s washrooms. EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER
Donations The Grand River Hospital Foundation (www.grhf.org) graciously accepts donations support patient care improvements throughout Grand River Hospital. Please see page 4 for details.
Elevators There are elevators in every building. Ask at the information desk in the main lobby for the elevators closest to where you are going. During a fire alarm, all elevators stop operating and return to the third floor (the main level of the hospital’s entrance and cancer centre lobby). If the fire alarm happens to be on the third floor, all elevators go to the second floor and open their doors.
Emergency Emergency services are available at Grand River Hospital’s KW Campus. The emergency department is located on the second floor, and is accessible from King Street at Pine Street. You may contact them by calling 519-749-4242.
Information desk / telephone The information desk is located in the main lobby and is staffed by a customer service specialist Monday to Friday from 10 am to 6 pm. Volunteers provide assistance in the lobby from 8:30 am to 8 pm. After hours, the information telephone at the desk automatically connects you with the main switchboard. For your convenience, pay phones, direct lines to cabs and a house phone for internal calls are also located in the lobby.
Library services and J Wesley Graham Patient and Family Resource Centre The KW Health Sciences Library is located on the first floor of the D wing. Patients and community members may use the services by contacting staff. Please call to arrange a time at ext. 2235 or email firstname.lastname@example.org. The GRH regional cancer centre houses the J Wesley Graham Patient and Family Resource Centre on the third floor (main level) of the cancer centre. Patients and family members can sign out resources on various cancer-related topics. Please speak to the staff person or a volunteer at the front desk of the cancer centre and they will be happy to assist you in finding and signing out material. This resource centre is operated in partnership with Kitchener Public Library, and was made possible with donations to Grand River Hospital Foundation.
Lost and found
A central lost and found is located in the security office on the second floor of the ANCER CARE WATERLOO 10 YEARS OF E hospital insideIN the emergency department. WELLINGTON The office can be reached at ext. 2505. CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
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Mail Incoming patient mail is delivered daily. It should be addressed as follows:
Patient’s first and last name (patient) Grand River Hospital KW Campus P.O. Box 9056 Kitchener, ON N2G 1G3
Any mail delivered after you have left will be forwarded to your home.
Medical imaging Medical imaging is located on the second floor of the D wing. Medical imaging includes x-ray, ultrasound, MRI, CT scan, nuclear medicine and bone density and is available for both inpatients and outpatients (by physician referral).
Multifaith room / spiritual services The hospital has a dedicated sanctuary, open to all people for reflection, meditation and prayer. The sanctuary is located on the third floor (main level) of the hospital (beyond the cafeteria entrance), adjacent to the cancer centre. The sanctuary is also available to all faith groups to hold religious rites or services according to their tradition, as needed for the care of patients. For information call spiritual care at ext. 2142.
Newspapers The Grand River Hospital Volunteer Association donates copies of Waterloo Region’s daily newspaper, The Record, to patient care areas where they are used for therapy purposes. Newspapers are also available for purchase in the newsstand boxes outside the hospital (between the cancer centre and the hospital’s main entrance).
Pharmacy The Health Care Centre Pharmacy is the hospital’s retail pharmacy open to the public. It is located on the third floor of the hospital beside Tim Hortons, adjacent to the main lobby. For your convenience we have opened an additional pharmacy outlet on the fourth floor of the cancer centre in the patient waiting area.
All major drug plans, debit and credit cards are accepted for payment. We can help you with prescription medication requiring special authorization from your drug plan. In addition to prescription and non-prescription medications, there is a wide selection of baby products, breastfeeding aids, convenience items, ostomy, medical supplies and home health care products available.CANCER CARE IN WATERLOO EXCEPTIONAL 10 YEARS OF EXCEPTIONAL CANCER CARE IN New moms can place an order directly with our friendly pharmacy staff for all LINGTON 10 YEARS OF EXCEPTIONAL CANCER the essential products you would need after childbirth. The order www.grhosp.on.ca •
KW Campus will be ready for you before you leave the hospital. We can also supply customized compression stockings as per prescription. Delivery is available to your hospital bed or home for discharge prescriptions and home care supplies. The main pharmacy is open Monday to Friday 8:30 am to 6 pm, Saturdays 9 am to 5 pm, and closed Sundays and most holidays. The cancer centre pharmacy is open Monday to Friday from 8:30 am to 5 pm. Health Care Centre Pharmacy is owned and operated by Grand River Hospital and net profits support patient care services.
Taxi There are direct lines to taxi companies in the emergency department and main lobby. These free telephones connect you directly to local taxi companies.
Volunteer resources Grand River Hospital is fortunate to have a large group of dedicated volunteers to assist our patients, staff and visitors in a variety of ways. Their unique tee-shirt or vest and photo ID badge make them easily identifiable. If you would like information about how to become a volunteer, please contact the volunteer resources office at 519-749-4300 ext. 2613 or visit the volunteering section of the hospital’s website.
Wireless services GRH offers wireless connectivity for patients and visitors while in hospital. Connect to the wireless network called ‘grh’ for instructions and fee information. Devices must be wireless to connect to the Internet.
24 • Patient Information & Services Directory
Visitors Breastfeeding Grand River Hospital welcomes and encourages women to breastfeed anywhere, anytime throughout the hospital. Women are also welcome to use our quiet breastfeeding area located on 3A (third floor children’s outpatient unit) across from the customer service desk inside the hospital main entrance.
Gift shop The Gift shop is located on the third floor in the ‘C’ hallway atrium and is staffed by volunteers. It is open Monday to Friday from 9:30 am to 7:30 pm. On Saturday and Sunday, the gift shop is open from 1 pm to 4:30 pm. Owned, operated and staffed by the GRH Volunteer Association, net proceeds from the Gift shop are redirected back to the hospital for patient care.
Patient inquiries All inquiries from patients should be directed to switchboard by dialing ‘0’ on internal phones. If you’re calling from outside the hospital, please call 519-749-4211.
Visiting a patient (including our 24 hour visiting guideline) We are pleased to welcome visitors. Support from family and friends can be a big help in the care and recovery of our patients. Before you visit, we recommend you check with the hospital to see where your loved one is receiving care as they may be at either our Freeport or KW campuses. You can reach us at 519-749-4211 and we can tell you more. GRH now offers greater family presence through our new visiting guideline. Formal visiting hours are from 7:30 am to 8:30 pm, however, families and other partners in care are welcome 24 hours a day according to patient preference, condition and care needs. As with any health facility, we have procedures in place to protect the health and safety of the people we care for, their friends and family, as well as our staff. We recommend family members and patients clean their hands regularly with soap and water, or use alcohol-based sanitizing gels/foams located throughout the building. Cleaning your hands is important before entering or leaving the hospital, before and after patient contact, after using the washroom, and before eating.
In all departmentsCANCER and programs, visitors are limited to no more than two people at a EXCEPTIONAL CARE IN WATERLOO 10 YEARS CANCER CARE IN bedsideOF at oneEXCEPTIONAL time. Individual programs and services may have visiting regulations LINGTON 10 YEARS OF EXCEPTIONAL CANCER
KW Campus specific to their area. Please check with the charge nurse or resource nurse if you require clarification about visiting policies. On occasion, visitors may not be allowed in a particular unit and will be advised by nursing staff. During certain situations (such as a declared flu outbreak), the hospital may restrict or cancel all visiting privileges. Children’s inpatient unit: Parents/primary caregivers may visit at any time. Other visitors are asked to come between the hours of 2:30 pm and 8:30 pm. Only two visitors per patient at any given time. Please respect the privacy of the other families and only visit at your child’s bedside. For patients under the age of four, it is recommended that only parents/primary caregivers visit. Childbirth program: One designated and consistent support person can stay with the expectant mother during labour and delivery. The designated support person is able to spend as much time as possible with the mother, and there are no restrictions on time. Following the birth, other visitors are welcome between the hours of 12 pm to 2 pm in addition to 4:30 pm and 8:30 pm. If visiting a patient on our post-partum unit, please be respectful of other patients in the room. Only children who are siblings of the newborn are permitted to visit in the childbirth program. Parents are responsible for supervising their children during these visits.
Neonatal intensive care unit (NICU): • All visitors must check in at the desk before entering the NICU; • All visitors must clean their hands with soap and water before entering the NICU; • Only two visitors per patient are permitted at any time in the NICU including parents; • Brothers and sisters of the infant are the only children permitted in the NICU; • Visitors need written permission to visit in the absence of a parent; and • Please respect the privacy of other families and only visit at your baby’s bedside. Information about other babies is private and cannot be discussed. Parents and visitors may be asked to leave the nursery at the nurses’ or a physician’s discretion.
Withdrawal Management Centre: • Daily from 6 pm to 7:15 pm • Sundays 2 to 4 pm All visitors are requested not to bring in any outside food or drinks. Staff will check all other items brought in for clients prior to the client receiving them. The Withdrawal Management Centre is located at 52 Glasgow Street, Kitchener (south of Grand River Hospital, KW Campus).
26 • Patient Information & Services Directory
After your stay with us Going home A family member or friend should take you home after a hospital stay. Please make arrangements to leave the hospital no later than the specific discharge time. This is very important as your bed must be prepared for another waiting patient. Please make sure you have all of your belongings and hospital cards as well as after care instructions and prescriptions as needed. It is important that you understand all the instructions about your medications, diet, activity, and return appointments. If you have questions or concerns, ask your health care provider before you leave. A responsible adult must accompany day surgery patients when they leave, whether travelling by car, bus or taxi. These arrangements have to be made before coming to the hospital. At the hospital, a release of responsibility form must be signed indicating arrangements have been made.
Patient accounts The patient accounts office is located in the Kaufman building of the KW Campus on the third floor (the ground floor is on the fourth level). It is open Monday to Friday from 8 am to 4 pm. You may pay your account upon discharge, by cheque, cash, debit card, online banking, ATM or credit card. Please bring your insurance information, Ontario Health Card and credit/debit card. Please ensure the hospital has received full payment for charges not covered by OHIP otherwise an invoice will be forwarded.
Meet our health care team At Grand River Hospital, a strength of our programs and services is the multi-disciplinary way in which we provide care. Our health care team is dedicated to providing quality patient care. The nature of your needs and care will be assessed, and a multidisciplinary team will determine what services you require. If you have any questions about your care, speak to your health care provider: • Addictions counsellors work in the Withdrawal Management Centre providing nonmedical residential, day and community outreach alcohol and/or drug withdrawal services. They provide direct clinical care, supporting and assisting people through the acute stages of intoxication, withdrawal and crisis. • Child life specialists assist children and their families to promote normal development and to facilitate healthy transitions while in hospital. In conjunction with team members, child life specialists provide opportunities for children to explore their surroundings to gain a sense of mastery through the use of therapeutic play. • Clinical directors and medical directors provide leadership to the frontline health care team for the service you receive. They ensure patients receive the best possible care through efficiency and accountability. They promote a caring and respectful culture in the workplace. • Clinical medicine specialists are physicians who diagnose and treat diseases and physiological or psychiatric disorders and act as consultants to other physicians. • Clinical nurse specialists establish the standards of care and direct care delivery through the development and support of professional staff. The CNS collaborates with patients and their families to incorporate care expectations into the plan of care. • Clinical resource nurses work with patients, family, and other team members to determine the most appropriate discharge options. • Clinical support staff assist other members of our health care team in providing quality, family-focused care. • Medical imaging staff conduct diagnostic testing, including X-rays, ultrasounds, MRI and CT scans. They assist in the interpretation, diagnosis, and treatment planning process.
• Dietitians are registered professionals who will assess, recommend and monitor a patient’s nutritional needs. Nutrition education is also provided according to individual patient needs. ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
28 • Patient Information & Services Directory
KW Campus • Elder life specialist: older adults can become confused and decline in their mental and physical abilities while in hospital. The Hospital Elder Life Program (HELP) is a friendly visitor program shown to prevent confusion and loss of ability. As part of HELP, specially trained volunteers visit older patients to provide support and assistance. Volunteers are supervised by the elder life specialist. The elder life specialist develops a care plan for the volunteers to carry out. This care plan can include help with meals, range of motion exercises, and social time with the patient. • Environmental services staff members are responsible for general cleaning of units and laundry services. • Home and community care staff from the Waterloo Wellington Local Health Integration Network provide a single point of access to community care and longterm care placement for patients of all ages in our community who meet eligibility criteria. • Hospitalists and family physicians diagnose and treat many diseases, physiological disorders, and injuries. • The infection prevention and control team is responsible for preventing the spread of infections with education, surveillance and the promotion of effective hand hygiene practices. • Laboratory staff conduct medical laboratory tests, experiments, and analyses to assist in the diagnosis, treatment, and prevention of disease. They may specialize in areas such as clinical chemistry, clinical microbiology, histology, or haematology. • Lactation consultants are registered nurses with a special certificate in breastfeeding. Lactation consultants provide breastfeeding support to new mothers upon referral. • Maintenance staff members are responsible for all repairs to the facility. If you have any maintenance related issues or concerns, you can speak to your health care provider. • Non-clinical support staff provide a wide-range of services and support that includes clerical, maintenance, housekeeping, education, and administration. They enable our health care team to provide quality health care. • Nursing staff provide comprehensive, compassionate, patient-centred care. They are involved in the planning, implementation, and evaluation of nursing intervention for patients 24 hours a day. • Occupational therapists work towards increasing independence in day-to-day activities. They provide individualized treatment programs and can arrange for specialized equipment to help patients reach and maintain a full functional capacity.
• Pharmacists review all patient medications for safety and appropriateness. Pharmacists are assigned to each program in the hospital and are available to speak withCANCER patients and family members to answer any questions they may have. EXCEPTIONAL CARE IN WATERLOO 10 YEARS OF EXCEPTIONAL CANCER CARE IN LINGTON 10 YEARS OF EXCEPTIONAL CANCER
KW Campus • Physiotherapists plan and carry out individually designed programs of physical treatment to maintain, improve or restore physical functioning, alleviate pain, and prevent physical dysfunction. • Psychologists offer services such as individual, group, marital, or family therapy. They also provide assessments (testing) and consultations. • Recreation therapists assess individual recreation/leisure needs. They provide social or therapeutic programs, leisure education, and resources to help with overall health and well-being. • Resource/charge nurses coordinate patient care delivery and act as a liaison between family members and the health care team. They organize family and team meetings and act as a resource for any questions regarding the operation of their unit and program. • Respiratory therapists assess and treat patients with heart and lung issues and concerns. They will consult with staff about special needs including oxygen use. • Social workers provide emotional support to you and your family through individual, family, and group counselling. • Speech language pathologists assess and treat patients with speech and swallowing difficulties. • Spiritual care providers (formerly known as chaplains) are specialists in spiritual and religious care. They offer support in times of crises and illness to people of all religious faiths or of none. • Students, under the supervision of qualified staff, may be involved in your care as part of education programs in nursing, humanities, rehabilitation, and other areas. • Surgical specialists are physicians who perform and supervise surgical procedures. • Therapy assistants provide treatment and activities under the guidance of occupational therapists, physiotherapists, and recreation therapists. • Volunteers enhance everyone’s life at Grand River Hospital by providing many special touches and activities.
YOU are a very important part of our team! We encourage you to be an active participant in your care. Your safety is very important to us. Please report any patient safety concerns or incidents to a member of your care team as soon as possible.
Patients and their families should feel free to contact any member of our health care team with questions, comments, and suggestions. Patient concerns may be directed to our patient relations coordinator at 519-749-4300 ext. 2966 or email email@example.com ANCER CARE IN WATERLOO WELLINGTON You may also access our general information e-mail address10 YEARS OF E CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 firstname.lastname@example.org or by writing a note to our communications office and asking a ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL member of your health care team to put it into the hospital mail.
30 • Patient Information & Services Directory
Frequently called numbers Main switchboard: 519-742-3611 Automated attendant: 519-749-4300 Patient accounts: billing office for services not provincially funded....................................................................519-749-4300 ext. 7082 Grand River Regional Cancer Centre......................................................... 519-749-4380 Grand River Hospital Foundation.............................................................. 519-749-4205 Health Care Centre Pharmacy.................................................................. 519-749-4227 Patient inquiries: to access a loved one in hospital.................................... 519-749-4211 Patient relations: to share feedback or complaints......................519-749-4300 ext. 2966 Volunteer resources: for more information about volunteer opportunities.............................................................519-749-4300 ext. 2613
Have we missed anything that would have been valuable to know? Please let us know!
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32 • Patient Information & Services Directory
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ANCER CARE IN WATERLOO WELLINGTON 10 YEARS OF E with fever, headache, sore throat, chills, CEPTIONAL CANCER CARE IN WATERLOO WELLINGTON 1 cough, muscle aches, etc. ARS OF EXCEPTIONAL CANCER CARE IN WATERLOO WELL
34 • Patient Information & Services Directory
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EXCEPTIONAL CANCER CARE IN WATERLOO 10 YEARS EXCEPTIONAL CANCER CARE IN House OF cleaning LINGTON 10 YEARS OF EXCEPTIONAL CANCER
Since 1946, we have been committed to serving the Kitchener-Waterloo area and surrounding communities. Our family ownership makes a difference in the ability to assist families in which we serve. At Erb & Good we believe your family deserves excellent, affordable service that celebrates the life lived. As the area's longest serving family funeral home, we have the experience and flexibility to exceed your expectations. At Erb & Good we believe your family deserves excellent, affordable service that celebrates In addition to traditional choices, we specialize in offering: the life lived. As the area’s longest serving family funeral home, we have the experience and • Simple, direct cremation options. flexibility to exceed your expectations.
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In addition to traditional choices, we specialize in offering: • Simple, direct cremation options. • Celebration of life ceremonies. Memorial Gatherings food & AGREEMENT NUMBER •: 64407CA • ADVERT with SIZE: several FULL PAGE • beverage DESIGNERoptions. : MIKE Our caring team of dedicated professionals guarantee your family Please check the proof above carefully for errors in style, text and layout. Whilst every precaution is taken to ensure accuracy, we cannot accept any responsibility for errors omissions overlooked yourself this stage. no hidden fees orand the best valueonce forapproved serviceby in the atarea.
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36 • Patient Information & Services Directory
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38 • Patient Information & Services Directory
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Grand River Hospital Patient Information & Services Directory - KW Campus