Lakeridge Health Patient and Family Handbook – Whitby Hospital

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REVISED • August 2021

Lakeridge Health

Please be advised that due to COVID-19, some information in this handbook may have changed. For questions or concerns, please speak to your healthcare team.

L A K E R I D G E H E A LT H PAT I E N T A N D FA M I LY H A N D B O O K

WHITBY • LAKERIDGE HEALTH


As a patient admitted to Lakeridge Health Whitby you may have a lot of questions about what you can expect. This handbook offers information you may need during your stay in hospital. In partnership with our Patient and Family Experience Advisors, we created this handbook for you. Our Advisors, through their own experiences, helped us understand what information would be helpful to you and your family member/partner-in-care.

Lakeridge Health Patient and Family Experience Advisors For more information about the Patient and Family Experience Advisor Program please visit: https://www.lakeridgehealth.on.ca/en/patientsandvisitors/patient-and-family-experience-advisors.asp

Our Declaration of Values We are committed to providing you and your family member/partner-incare with the best care and safest experience. In partnership with our Patient and Family Experience Advisors, we developed a statement known as the Patient Declaration of Values. Patients, families, visitors, staff, physicians and volunteers will:

Be treated with kindness, dignity and respect

Value safe patient care

Share information appropriately, clearly and confidentially

Respect informed decisions about care

Work together to support the plan for patient care

Welcome and value comments, concerns and question

One L ASystem. K E R I D G E Best H E A LHealth. TH • WHITBY


Table of Contents

Map of the hospital.................................... 4 Admitted to hospital................................ 5 What you need for your hospital stay....... 5 Your healthcare team.............................. 6 Your doctor.............................................. 6 What you can do to help yourself............. 7 Your family member/partner-in-care........ 7 Advance care planning............................ 8 Keeping you safe..................................... 9 Personal identification............................. 9 Preventing infection................................ 9 Call bell system....................................... 9 Preventing a fall...................................... 9 Smoke free environment....................... 10 Scent free environment......................... 10 Fire safety............................................. 10 Medication safety.................................. 11 During your hospital stay...................... 12 Interpretation services........................... 12 Your hospital meals............................... 12 Television and phone............................. 12 Internet service..................................... 12 Patient and family lounges.................... 13 Spiritual and religious care.................... 13

Your personal health information......... 13 Privacy of your personal health information........................................... 13 MyChart™............................................ 14 Pocket Health........................................ 14 Parking................................................. 14 Hospital-friendly gifts............................ 15 Personal protective equipment (PPE)..... 15 Emailing a patient................................. 16 We want to hear about your experience... 16 Going home from hospital..................... 17 Before you go home.............................. 17 Let’s get you home guide...................... 18 Patient accounts and billing................. 19 Giving back............................................ 20 Lakeridge Health Whitby Volunteer Services................................ 20 Organ and Tissue Donation.................... 20 Circle of gratitude.................................... 21 Community Respiratory Services............. 21 Word Search............................................ 22 Community supporters............................. 24

Photo Credit: Stan Phillips, Patient and Family Experience Advisor

www.lakeridgehealth.on.ca

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Contact us at: 300 Gordon Street Whitby, ON L1N 5T2 905-668-6831, dial 0 www.lakeridgehealth.on.ca

IMPORTANT You will see this symbol throughout the handbook. It is used to highlight important information.

Map of hospital

Lakeridge Health

Please note: We are constantly changing to make improvements. The information in this handbook may change at any time.

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Admitted to hospital You have been admitted to the hospital for further testing, care and treatment. During your hospital stay we will work with you to: • Help you feel better • Get you back home Being admitted to hospital may be hard for you. You can have many different feelings about this. If you want to talk about how you are feeling, please tell a member of your healthcare team. There are supports available to help you and your family member/partner-in-care.

What you need for your hospital stay Ask a family member/partner-in-care to bring the items listed below to make your hospital stay more comfortable. Some of these items are available in the gift shop if needed. The medications and vitamins you are taking at home Toiletries – this includes a toothbrush, toothpaste, soap, comb/brush etc.

Eyeglasses or contacts if prescribed for you Dentures and denture cup

Clothing

Hearing aids if prescribed for you

Shoes with non-slip soles

Cane, walker, or wheelchair if prescribed for you

Please label all personal items.

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Your healthcare team Your healthcare team in the hospital has many different members. You are the most important member. We encourage you and your family member/partnerin-care to be involved in your care. Your healthcare team will include some or all of the following members: • Doctor: “I prescribe your care and treatment plan.” • Nurse: “I provide you with the care and treatment prescribed by your doctor.” • Pharmacist: “I make sure your medications are safe and effective.” • O ccupational Therapist: “I help you keep or improve your ability to perform daily activities.” • Physiotherapist: “I help you keep or improve your physical abilities.” • Respiratory Therapist: “I help you if you have trouble breathing.” • Dietitian: “I help you with problems or concerns with your nutrition.” • Social Worker: “I am trained in counselling techniques to help you solve problems, make decisions and improve your feelings of wellbeing.” • Speech Language Pathologist: “I help with communication and swallowing difficulties” • Ethicist: “I help you make the best decision for you and your family in a difficult situation.” If you want to talk to a member of your healthcare team, it is important to tell your nurse.

Your doctor You will be cared for by a doctor who is called your Most Responsible Physician (MRP). In some areas of the hospital, you may not have the same doctor all the time. This is because doctors rotate their schedules. You can find the name of your doctor on the whiteboard in your hospital room. Every day, your healthcare team will meet with you to talk about the plan for your care and treatment. This includes planning for your discharge from hospital. It is important we know who your family doctor is. This allows us to share information about your hospital stay and discharge with your family doctor.

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A Nurse will see you in your room at least every 2 hours. This is called Purposeful Rounding or 4P rounding. During 4P rounding, you can expect: • To be asked about your level of pain

• To receive help for personal needs such as using the bathroom

• To be repositioned in your bed (if needed)

• To have your personal items placed near you

What you can do to help yourself? It is important for you to be as active as possible while in hospital. This will help improve your overall health. As much as you can, it is important to: • Wash yourself

• Get dressed and brush your teeth

• Reposition yourself in bed

• Walk as much as you can

• Sit up in a chair for meals

Your family member/partner-in-care The role of your family member/partner-in-care is decided by you and can be changed at any time. The role of your family member/partner-in-care may include: • Being a spokesperson to share information between your healthcare team and other family members and friends

• Participating in your care, such as helping you to eat

• Writing down questions you have for your healthcare team about your care

• Planning of your care with you and your healthcare team

• Writing down information you want to tell your healthcare team

• Supporting you physically and/or emotionally

Your permission is needed before any healthcare information is given to your family member/partner-in-care. The role of your family member partner-in-care is different from the role of your substitute decision maker/Attorney for Personal Care. Talk to a member of the healthcare team if you have questions about this. www.lakeridgehealth.on.ca

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Our quiet time is from 10pm until 7am. Rest and sleep are important for our patients. Help us keep the hospital quiet and restful during this time.

Quiet times in the hospital are from 10pm until 7am. It is important for you to rest and sleep during your hospital stay.

Advance care planning Your health can change at any time and no one can predict what will happen in your future. Advance care planning can help you: • Think about your wishes and what is important to you • Think about what you want for your future health and personal care if you couldn’t make decisions for yourself • Know who your substitute decision maker is. This is the person who would make decisions for your health and personal care if you were incapable of making decisions for yourself. Tell this person what you want for your future health and personal care Everyone in Ontario has a Substitute Decision Maker (SDM). For the list of your SDM’s, visit one of the websites below. You can decide to give this role to a different person by completing a Power of Attorney document. For more information go to www.speakupontario.ca or www.planwellguide.ca

Photo Credit: Stan Phillips, Patient and Family Experience Advisor

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Keeping you safe 1. Personal identification (ID) It is important to tell us if: • Any personal information on your ID band is incorrect • There are changes to your address and phone number, family doctor or next of kin • You have allergies. We will give you a red allergy band to wear Your healthcare team will confirm your ID in 2 ways before giving you care or medications.

2. .Preventing infection The best way to prevent the spread of infection is to clean your hands. Protect yourself from infection by washing your hands or using hand sanitizer often. Anyone visiting you needs to clean their hands before entering or leaving your hospital room.

3. Call bell system When you need help from a member of your healthcare team, please use the call bell system. You will be shown how to use the call bell system.

The call bell system may look like one of the following:

4. Preventing a fall You can reduce your risk of falling by following these suggestions: • Wear your eyeglasses and hearing aids. This will help you move around safely. • Take your time when moving from a sitting to a standing position. • Ask your healthcare team for help if you feel unwell, weak, sick, pain or dizzy. www.lakeridgehealth.on.ca

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• Make sure your path is clear of objects. Look for wet floor signs and objects that can cause you to fall. • Exercise can help improve your strength and balance. • Use the cane, walker, or wheelchair that was prescribed for you. Keep it within your reach at all times. • Wear shoes that fit you well and have non-slip soles. • Use medications wisely. Take medications as they are prescribed for you. Learn about your medications and the side-effects they can cause.

5. Smoke-free environment Smoking or vaping is not allowed on the hospital property.

6. Scent-free environment We are a scent free hospital. Scented products can cause serious allergic reactions for many people. Please do not wear any perfume or scent during your hospital stay. Anyone visiting you needs to do this too.

7. Fire safety I f there is a fire, you will hear an overhead announcement for ‘code red’. Your healthcare team will give you the information you need to be safe. Do not use elevators or leave the area you are in during a ‘code red’.

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8. Medication safety

Patient & Family Guide

QUESTIONS TO ASK ABOUT YOUR MEDICATIONS when you see your doctor, nurse, or pharmacist.

Keep your medication record up to date. Remember to include: drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products

Ask your doctor, nurse or pharmacist to review all your medications to see if any can be stopped or reduced.

Visit safemedicationuse.ca for more information.

www.lakeridgehealth.on.ca

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© 2016 ISMP Canada

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During your hospital stay Interpretation services For our non-English speaking, deaf or hard of hearing patients, we offer free interpretation services 24 hours a day. Please let us know if you need these services. We also offer volume control telephones, TTY devices (text telephones) and pocket talkers (sound amplifiers).

Your hospital meals Meal tray delivery starts at:

Breakfast 8:00am

Lunch 11:30am

Dinner 4:30pm

Please talk to a member of your healthcare team if you don’t receive a meal tray. Tell us if you need help opening food packages. A meal for your family member/partner-in-care can be ordered and paid for with Nutrition Services. This needs to be done as far in advance as you can to ensure the meal is delivered to your hospital room. If you have problems with your appetite or questions about your diet, ask to talk to a dietitian.

Television and phone Your hospital room has a TV and a telephone. Please ask your healthcare team about how to purchase TV service. Incoming and Outgoing telephone service is free. Place outgoing calls from your bedside phone; dial 9 and then the phone number.

Internet service Free wireless internet service is available for you and your family member/partner-in-care. Select the network “LHGUEST” from your device. You will need to accept our wireless guest agreement before you are connected to the internet.

Wi

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Patient and family lounges Most inpatient units have lounges for you and your family member/partner-in-care and visitors to use.

Spiritual care Our multi-faith trained Spiritual Care staff are here to support you with religious and non-religious spiritual and emotional care. Ask a member of your healthcare team to contact a staff chaplain for you. You can also call 905-576-8711 extension 31288 to ask for the chaplain on call.

Your personal health information Privacy of your personal health information We are committed to protecting your privacy and maintaining confidentiality and security of your personal health information. Please contact the Privacy Officer to request changes to your health records or raise concerns about your privacy. Call 905-576-8711 extension 32757 or 34367. For more information about privacy at Lakeridge Health, go to: www.lakeridgehealth.on.ca/en/aboutus/accesstoinformation.asp

www.lakeridgehealth.on.ca

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MyChart

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MyChart™ is a secure online website that allows you to see your health record. This includes: • Consult notes written by your doctors • Results of tests done at Lakeridge Health (X-rays, ultrasounds, CT Scans, MRIs etc.) You need to be18 years of age and have an Ontario Health Card (OHIP) to use MyChart™. You can find more information and sign up for MyChart™ on our website at www.lakeridgehealth.on.ca/en/patientsandvisitors/mychart.asp

Pocket Health Pocket Health is another secure online website where you can see results of tests done at Lakeridge Health (X-rays, ultrasounds, CT Scans, MRIs etc.). You can find more information and sign up for Pocket Health, at: www.pocket.health/LAKERIDGE You can also: Email: help@pocket.health Call: 1-855-381-8522 (toll-free) Information for your family member/partner-in-care and visitors

Parking Parking is available: • On the east side of the hospital from the Gordon Street entrance Parking is pay and display. You will need to pay a fee at the pay stations in the parking lot. The first ½ hour of parking is free. Call the Parking Office at 905-576-8711 at extension 33707 for more information.

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Hospital-friendly gifts • Choose balloons that are latex-free

• Choose flowers without a scent

You can purchase other gifts for loved ones in the gift shop, located in the main lobby. It is open Monday to Friday from 9am to 3pm.

Personal protective equipment (PPE) PPE is protective clothing or equipment designed to protect you from exposure to body fluids and transmission of germs. When do you need to use PPE? If you see one of these signs on the door of the patient you are visiting, please talk to a member of the healthcare team before you enter the patient’s room.

www.lakeridgehealth.on.ca

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Emailing a patient

EMAIL A PATIENT Lakeridge Health Did you know that you can send a message to a patient staying at Lakeridge? Let family and friends know you are thinking about them by sending a supportive message. 1. Visit lakeridgehealth.on.ca 2. Click Email a Patient 3. Complete the form and submit Messages are hand delivered

We want to hear about your experience! We are committed to giving you the best care possible. We want to hear about your experience with the care we have given you. Hearing about your experience helps us continue to support the processes that have gone well. It also helps us to identify areas where we can improve. You can tell us about the care we have given you by: • Talking to any member of your healthcare team, including the Unit Coordinator or Manager. • Calling or emailing the Patient Experience Office at 905-576-8711 extension 34402 or patientexperience@lh.ca

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Going home from hospital Together, you and your healthcare team will plan for your discharge from hospital. You will be discharged from hospital when you are medically stable. Medically stable means you may not feel 100% better but: • Your healthcare team has decided you are medically stable • You do not require the level of care and treatment the hospital provides • You can continue to recover at home Use the ‘Let’s get you home guide’ on page 19. This guide allows you to keep track of any further tests and investigations you may need.

Before you go home: • Make sure you have all of your personal belongings • Plan to have someone drive you home. If you do not have a family member/ partner-in-care or friend available to give you a ride home, ask a member of your healthcare team about other options • Ask your healthcare team what information you need to prepare to go home. This may include discharge instructions, prescriptions and follow up appointments • Ask questions! It is important you understand the information we have given you about the next steps in your care If you need help at home, a care coordinator from the Central East Home and Community Care Program will talk with you about this.

Planning for your discharge - help is available Lakeridge Health believes in providing the best standard of health care for patients requiring Alternate Level of Care (ALC). ALC is best described when a person has finished their medical treatment, has been cleared for discharge from the hospital and is waiting for their next point of care such as long-term care, going home with services, assisted living or rehabilitation. We identify and assess the patient’s discharge needs, as early as possible, by collaborating with patients, caregivers, community partners and the health care team. Lakeridge Health encourages all patients and their primary caregiver to reach out early in the hospital stay, to be connected with the healthcare team members who will assist in planning for the patient’s personal discharge needs. Home and Community Care Support Services Central East: Lakeridge Health Whitby: 905-576-8711 Ext-54265 www.lakeridgehealth.on.ca

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Let’s get you home! I came to the Hospital on:

I left the Hospital on:

What NEW medication do I need to take?

Name

Dose

What is it for?

Changes to my lifestyle Activity (i.e. – diet)

Morning

Lunch Dinner

Night

Advice

What appointments do I have? Go see:_____________________________________ or_______________________ On_________________________________________ at_______________________ Location: ____________________________________________________________ Phone # _____________________________________________________________ ¹ Booked What appointments do I have? Go see:_____________________________________ or_______________________ On_________________________________________ at_______________________ Location: ____________________________________________________________ Phone # _____________________________________________________________ My Support/More Information Contact:_________________________________

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Patient accounts and billing If you have private insurance, please check what coverage you have. There may be additional charges for items or services that you receive. This will depend on the coverage you have. Some expenses not covered by OHIP are: • upgrade to a private or semi-private room • walking aids such as crutches, canes or walkers • TV and telephone services An invoice will be mailed to you, you do not need to pay at time of discharge. Payment Options: Online by Credit Card: www.lakeridgehealth.on.ca By Phone: 905-576-8711 ext. 33203 Mail Cheque or Money Order to: Lakeridge Health Accounts Receivable Dept. 1 Hospital Court Oshawa ON, L1G 2B9 Online banking: add Lakeridge Health as a payee

Tell us what you think! If you have questions or feedback for us about this handbook, please email us at advisors@lh.ca.

www.lakeridgehealth.on.ca

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Giving back Lakeridge Health Whitby Volunteer Services Since the late 1960’s, there have been dedicated volunteers helping at the Whitby hospital. Their Whitby Lakeridge Volunteer commitment to supporting patients and families Health Service as well as their successful efforts to raise funds for hospital equipment continue today. The volunteers are members of the Lakeridge Health Whitby Volunteer Services. The Volunteers oversee all fundraising activities including: • Break-open ticket sales

• Gift Shop (north entrance)

You will find adult and student volunteers greeting and directing at our entrances and engaging with patients in a variety of roles, all in support of a positive patient experience.

Lakeridge Health Volunteer team makes a difference by supporting patients, families, visitors and staff. volunteer@lh.ca

volunteer@lh.ca • 905-576-8711 ext. 33680 905-576-8711 ext. 33680 You will find adult and student volunteers greeting and directing at our entrances and engaging with patients in a variety of roles, all in support of a positive patient experience. If you would like more information about becoming a volunteer at Lakeridge Health, go to: www.lakeridgehealth.on.ca/en/howyoucanhelp/volunteer.asp?_mid_=2084

Organ and tissue donation – Trillium Gift of Life Network Organ and tissue donors save lives. One organ donor can save up to eight lives and enhance the lives of 75 others through tissue donation. You can register your consent for donation by visiting www.beadonor.ca or a Service Ontario location. For more information, please call 1-800-263-2833 or email info@giftoflife.on.ca

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Did you, or someone you love, have a positive experience at Lakeridge Health? Say thank you by making a special gift in honour of your health care team. Through the Circle of Gratitude program, you can personally acknowledge your team’s dedication and help improve care for others! Give thanks to your Lakeridge Health caregiver today. Learn more at

www.circleofgratitude.ca

Circle of Gratitude

Have questions? Call us at (905) 433-4339

Home Oxygen

PAP Therapy

Providing Quality Community Respiratory Care Since 1995

1414 King Street East Courtice 905-721-4800 1-877-466-4253 Monday to Thursday: 8:00am to 6:00pm Friday: 8:00am to 4:00pm Saturday: 8:00am-12:00pm & 1:30pm-4:00pm

www.lakeridgehealth.on.ca

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Community supporters

While Lakeridge Health is extremely grateful to all advertisers for making this directory possible at no cost to the hospital, it does not endorse in any way the advertisements contained in it. Entertainment

Red Barn Bingo................................................................................................................................. 23

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Fri and Sat 10:30 pm Regular format as 7 pm session

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1 block South of Taunton • on Sommerville

FOR UP TO DATE BINGO HALL NEWS AND SPECIALS VISIT US ONLINE AT:

www.redbarnbingo.ca •

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www.lakeridgehealth.on.ca

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