PATIENT & FAMILY GUIDE MARKHAM SITE

TABLE OF CONTENTS Welcome ..................................................................................................................................... 3 Hospital maps ........................................................................................................................... 4 Our core values ........................................................................................................................ 6 My care team ............................................................................................................................ 7 Hospital amenities and services ........................................................................................ 8 Room amenities ....................................................................................................................... 10 My essentials............................................................................................................................. 11 Safety ........................................................................................................................................... 12 Before you are discharged ................................................................................................... 16 My transition and discharge info ...................................................................................... 17 Care needs at home after a hospital stay....................................................................... 18 Where to go for care and information ............................................................................ 19 Patient Connect ....................................................................................................................... 20 Share your care experience ................................................................................................. 22 My contribution ....................................................................................................................... 23

Patient & Family Guide

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WELCOME This guidebook provides you with important information about the hospital during your stay. You are a valued member of your health care team. It is important that you understand your rights and responsibilities as a patient.

Your rights Patients and families have the right to: • Be treated with dignity and respect. • Have their health information treated with confidentiality. • Receive the safest, best care we can provide. • Be involved in their care planning and decisions about their care. • Ask about their care plan and have information shared in a way they can understand. • Know names, positions, titles and professional relationships of everyone on their care team. • Have their needs met in a timely manner. • Share their experience and concerns with the health care team.

Your responsibilities Patient and families are responsible for: • Treating everyone at the hospital with dignity and respect. • Identifying a care partner (family or friend) to communicate with other family members and/or friends. • Asking questions until they feel they have all the information they need to make informed decisions. • Following their treatment plan as agreed upon in partnership with their health care team. • Notifying their health care team of changes in their health. • Respecting the hospital’s smoke free and scent/fragrance free policies. • Safeguarding their personal belongings; the hospital is not responsible for lost or stolen items.

Markham Stouffville Hospital

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OUR CORE VALUES Respect

Trust

Commitment

Compassion

Courage

I embrace diversity and inclusion and treat everyone with dignity.

I am reliable and show integrity in everything I do.

I take accountability to follow through.

I approach all relationships with empathy, sensitivity and understanding.

I take ownership of my actions and responsibility for solving problems.

We encourage everyone in the hospital to live these values through their everyday interactions and work.

Patient & Family Guide

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MY CARE TEAM NURSE “I take care of your medical and personal care needs while in the hospital.”

PHARMACIST “I review your medication needs during your hospital stay.”

PHYSICIAN ASSISTANT “I assist the physician in planning your prescribed care and answering your questions.”

PHYSICIAN “I help prescribe the treatment plan to ensure you’re on track toward your health goals. ”

NURSE PRACTITIONER “I assist the doctor in monitoring and maintaining your plan of care.”

OCCUPATIONAL THERAPIST “I help increase your safety and independence in your daily activities.”

PERSONAL SUPPORT ASSISTANT “I assist you and your nurses with daily care needs.”

SOCIAL WORKER “I help you and your family to cope with the impact of illness/hospitalization.”

CARE PARTNER “I am the primary person involved in your care planning and decision making.”

HCC COORDINATOR “I plan for the services for you to get better at home.”

PHYSIOTHERAPIST “I help maintain/ improve your physical abilities.”

PATIENT FLOW COORDINATOR “I help coordinate your journey home.”

Markham Stouffville Hospital

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HOSPITAL AMENITIES AND SERVICES Visiting hours General visiting hours are from 11 a.m. to 8:30 p.m. Our visitor policy is subject to change. The latest information can be found at www.msh.on.ca/ visitors

WiFi

Spiritual care

WiFi is available free of charge. Connect to MSHPatient-andVisitor-WiFi in your device’s WiFi settings.

We offer spiritual care for people of all faiths. Religious services are available upon request. Our meditation/prayer room is available for use on building A, level 2.

Compassionate Rounding

Video calls

Language interpreter For non-English speaking patients, interpretation services are available 24 hours a day, seven days a week. Ask your care team about this service.

Ask your care team about the many services available for patients through our Compassionate Rounding program.

iPads are available for patients to connect with family.

Patient & Family Guide

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Parking • Lot 1 - Main entrance/ Link lobby • Lot 3 - Medical Office Building • Lot 6 - Emergency Department (ED) Each 30 minutes: ......... $4 Daily max: ....................... $17.50 Day pass (in/out): ......... $22 100-day in-out pass: ... $242

Discount parking pass (H Pass) 5 day: ............................... $43.75 10 day: ............................. $87.50 30 day: ............................. $157.50 About the H Pass • Transferable between patients and caregivers • Equipped with in-and-out privileges throughout a 24-hour period • Good for one year from the date of purchase

Food options:

The Waiting Room Cafe

Level 1, building A (cafeteria)

Full service, level 2, building A (main lobby)

Level 1, Medical Office Building (377 Church Street)

Kiosk: 24-hour service, level 1, building B (next to ED)

Pharmacy options: Dale’s Pharmacy is located in the Medical Office Building next to the hospital at 377 Church Street. Here you can fill your prescriptions, purchase overthe-counter medications, as well as a selection of refreshments and other items.

Markham Stouffville Hospital

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ROOM AMENITIES

Location & extension # Each room has one over bed table, two chairs, a night stand and a closet for personal items.

Patient and family lounge/pantry

Meals

Television and telephone services

There is a common lounge for patients and families to spend time together on each unit. Lounges include a TV, phone, pantry, microwave, fridge, and a water and ice machine. Please label all foods stored in the fridge.

Breakfast: 7:45 a.m. – 8:30 a.m. Lunch: 11:45 a.m. – 12:30 p.m. Dinner: 4:45 p.m. – 5:30 p.m.

Television and telephone services are available for rental. To activate the service, dial 6960 from the bedside phone or turn on the TV for instructions. Pocket talkers are available to support individuals with a hearing impairment.

Patient & Family Guide

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MY ESSENTIALS To make your hospital stay as comfortable as possible remember to bring:

Toothpaste and toothbrush

Clothing

Mobility aids

Hairbrush

Dentures

Soap and shampoo

Non-skid footwear

Eyeglasses or contacts

Hearing aids

Make sure to: 1. Put your name on all items when possible. 2. Keep your items together. 3. Keep them in a safe place.

Keep your valuables at home or ask a family member or friend to bring them home for you. Markham Stouffville Hospital is not responsible for lost or stolen items.

Markham Stouffville Hospital

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SAFETY Clean hands save lives! Hand washing is a simple way for everyone at the hospital to prevent the spread of germs and bacteria. Clean your hands often and especially before entering and exiting patient care areas. Use alcohol-based hand rub or soap and water if your hands are visibly soiled. How to properly wash your hands:

How we keep you safe

Patient identification To ensure that the right patient is getting the right treatment every time, we will check your armband ID frequently and ask you for your name and date of birth.

Routine practices

Additional precautions

We keep you safe by using universal precautions, also known as routine practices, for every patient, every time. These practices can include hand washing, use of personal protective equipment (gloves, gown or mask) and cleaning.

Additional precautions are initiated when patients present with certain symptoms and disease conditions. All visitors must check in with the nursing station before entering rooms where additional precaution signs have been posted.

Patient & Family Guide

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Your role in safety To prevent blood clots you can: • Follow the treatment provided by your care team. This may include: • Taking a blood thinning medication. • Wearing special stockings to improve blood flow. • Moving your legs often and walking as soon as your care team says it’s safe. • Letting your care team know if you have pain, tenderness, redness and/or swelling. • Letting your care team know if you have pain in your chest, back or ribs that may worsen when taking a deep breath. To prevent pressure injury, you can: • Check your skin often and report any changes, such as redness, pain or blisters (paying special attention to areas of pressure like your heels and buttocks). • As much as you can, change your position at least every two hours when in bed. • Try to keep your skin moisturized. To ensure you are practicing safe mobility while in hospital you can: • Ask about how you can conduct your daily activities in a safe manner and achieve your mobility goals. • Sit up in a chair for your meals or when you have visitors. • Walk to the bathroom and around the unit, either alone if you are able, or with help. • Do exercises in bed on your own throughout the day.

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For safe medication use, you can: • Tell your care team about all medications you are taking (including non-prescription medication, herbals, vitamins, etc.) and bring your medications with you to your pre-operative appointments in the original containers. • Tell your care team about any medication allergies or reactions to drugs. • Talk to your care team first before taking any of your medication while in hospital. • 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.

Markham Stouffville Hospital

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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.

Š 2016 ISMP Canada

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Patient & Family Guide

Markham Stouffville Hospital

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?

Before you are discharged, ask us about...

Your transition plan 1.

How do I obtain a copy of my transition plan or discharge summary?

2.

Once I’m at home, who should I contact if I have questions about my plan?

Your medication 3.

Have any medications been added, stopped or changed, and why?

4.

What medications do I need to keep taking, and why?

Home and community care 5.

Will I need home care or personal support care? How soon and how often will I receive this help?

6.

Who can I call if I have problems getting the right kind of care at home when I need it?

Follow-up appointments 7.

Do I need to follow up with my family doctor or other health care providers once I am home? Are these appointments booked for me or, if not, who will provide the contact information?

8.

Who can I call if I have other questions or concerns about my recovery?

Changes to your routine at home 9.

What symptoms are normal for my health condition? When and who should I call if symptoms aren’t normal?

10. How long will it take to get back to my normal daily activities? What do I need to do?

Patient & Family Guide

MY TRANSITION & DISCHARGE INFO Transition plan

Medication

Home and community information

Follow-up appointment contacts

Changes to my routine

17

Markham Stouffville Hospital

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CARE NEEDS AT HOME AFTER A HOSPITAL STAY My appointments Call 905-472-7601 if you have not received an appointment within three days following discharge, or want to make changes. Clinic:________________________________

Clinic: ________________________________

Date: ____________ Time: ____________

Date: ____________

Clinic: ________________________________

Clinic: ________________________________

Date: ____________ Time: ____________

Date: ____________

Time: ____________

Time: ____________

Book an appointment with your family physician within one week following your discharge, or as otherwise instructed.

How I might feel and what to do How I am feeling:

What to do:

• Shortness of breath

Call 911

• Chest pain

Do not drive yourself to the hospital

• If symptoms that brought you to the hospital worsen If you recently had surgery and experience:

What do to:

• Fever

Monday - Friday, 8 a.m. - 4 p.m. Call 905-472-7373 ext. 6233

• Excessive vomiting • Difficulty going to the bathroom • Redness or drainage from an incision

After hours/on the weekend Visit your family doctor, closest urgent care centre, or Emergency Department

Patient & Family Guide

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WHERE TO GO FOR CARE AND INFORMATION Telehealth Ontario 1-866-797-0000

Markham Stouffville Urgent Care Centre 905-472-8911

Home & Community Care (Markham)

Markham Heritage Health Clinic

416-222-2241

905-471-2967

Home & Community Care (Uxbridge)

Markham Mews Medical Clinic

310-2222

905-475-3995

Crisis worker

MD Connected Walk-In Clinic (Stouffville)

1-855-301-COPE

Toronto Distress Centres 416-408-4357

1-877-406-9362 Community Medication Check https://bit.ly/2BflWDG

Markham Stouffville Hospital does not own, operate or have any affiliation with the organizations listed above. Information on this page is for reference only. Markham Stouffville Hospital does not endorse any of the listed organizations.

EASY: Markham Stouffville Hospital

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PATIENT CONNECT

your email address registration

How Patient Connect works

Two ways to enroll:

• Provide your email address ww.msh.on.ca and Patient Connect is an online tool that gives at registration in the main ‘Patient Connect’

lobby, at theStouffville Emergency patients and families of Markham Department or in your clinic Hospital, Stevenson Memorial Hospital and Southlake Regional Health Centre • Enroll in the Health access to their health care information 24 hours a day, seven days a week. plete enrollment Information Department

uestionnaire

FAQs

How does Patient Connect access my CONTACT US: or an email withinformation? the health 1-877-733-5033

o complete your l login information

Markham Stouffville Hospital

Your information

ALL IN ONE PLACE

Information comes from your hospital’s Health Information Department Building A, level 1, room A1681 electronic health record and 381 is added Church St. Markham, ON L3P 7P3 HEALTH INFORMATION How Patient bylogin your health care providers during ore your Connect works Hours: 8 a.m. - 4 p.m. Monday – Friday Lab results mationyour securely hospital visit. Patient Connect only Diagnostic imaging to Connecting Patient Connect is an of your medical www.msh.on.ca contains a portion record. reports (not images) online tool that gives your health Information not available online can be Other reports patients and families ploreof your Visit history Markham Stouffville requested from the Health Information online h information Hospital, Stevenson Allergies Department (HIM). Memorial Hospital and Southlake Regional M-BROPCCHO (9/19) Health Centre access You only need to enroll once to access your to their health care health information information 24 hours from all three hospitals. a day, seven days a week. Can my family or friends access my Patient

Connect account?

Medications prescribed on discharge and medications used at home

APPOINTMENTS

View upcoming appointments and procedures

FAQs

You can give family members or friends How does patient age affect portal How does Patient Connect access (called proxies) access to your information on the portal. You control whoHospital? can access at Markham Stouffville my health information? 0-13 years ageinformation. Information comes from your hospital’s access what information and see who has looked at of this • Parent/legal guardian will be granted electronic health record and is added by your complete access to the child’s Patient health care providers during your hospital visit. Connect record. Patient Connect only contains Is my information safe? a portion of your • Parent/legal guardians must visit our HIM to medical record. Information not available online obtain access. can be requested from the Health Information Yes. Portal passwords are encrypted and our web pages are written so that they 14-15 years of age Department (HIM). • Patient authorization required for can the cannot be copied. You and your authorized proxies are the onlyis ones who parent/legal guardian to obtain a proxy You only need to enroll once to access your access your health in the portal. account for the minor child. health information from information all three hospitals. • At any point, a minor patient between these may request removal of a proxy’s access All our systems and procedures are compliantages with and guided by the Personal to their account. Can my family or friends access my Health Information Protection Act of Ontario. 16 + Patient years old Connect has privacy and Patient Connect account? • Parent/legal guardian’sisaccess is You can give family members or friends (called your health information security safeguards in place to ensure protected. automatically removed at age 16. proxies) access to your information on the portal. • The patient must re-consent to grant parent/ You who can accessfor what information Visitcontrol www.msh.on.ca privacy and password tips. legal guardian access to their child’s Patient and see who has looked at this information. Connect record.

Patient & Family Guide

How does patient age affect portal access at Markham Stouffville Hospital? 0-13 years of age • Parent/legal guardian will be granted complete access to the child’s Patient Connect record. • Parent/legal guardians must visit our HIM to obtain access. 14-15 years of age • Patient authorization is required for the parent/legal guardian to obtain a proxy account for the minor child. • At any point, a minor patient between these ages may request removal of a proxy’s access to their account. 16 + years old • Parent/legal guardian’s access is automatically removed at age 16. • The patient must re-consent to grant parent/legal guardian access to their child’s Patient Connect record.

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Enrollment is easy: Provide your email address at registration Visit www.msh.on.ca and click on ‘Patient Connect’ Complete enrollment questionnaire Watch for an email with the link to complete your personal login information

Store your login information securely Explore your health information

Who do I call if I have questions about my Patient Connect account? For all questions or concerns about Patient Connect, call the support line between 8 a.m. and 4 p.m. Monday to Friday at 1-877-733-5033 How can I access Patient Connect with my mobile device? First enroll in Patient Connect then: • Download the free MEDITECH MHealth app from the Apple Store or Google Play • Once installed, open the MEDITECH MHealth app • A pop-up message requesting access to your location services appears. Select ‘yes’. Make sure the location services in your device settings is set to ‘on’ • Click on the MEDITECH MHealth app and click on Patient Connect • Enter your user ID and password to login • From the home screen menu you can access your health information

Markham Stouffville Hospital

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SHARE YOUR CARE EXPERIENCE Our goal is to provide exceptional care to every single patient. Your feedback is vital to help us continually improve the patient experience at the hospital. Here’s how you can contribute.

Patient experience survey You may receive a survey in the mail soon after your discharge from the hospital. Please take the time to complete and return the survey.

Patient Experience Participants

Post-discharge phone call You may receive a phone call shortly after you leave to inquire about your experience and to answer any of your questions or concerns.

Patient Experience Participants (PEPs) are specialized volunteers at our hospital. Become a PEP and provide input on decisions that improve quality of care. Learn more at www.msh.on.ca/PEP Need help now?

You can speak to a member of your care team at any time about the care you are receiving. If your issue is not resolved, please contact Patient Relations at patientrelations@msh.on.ca or at 905-472-7141.

MY CONTRIBUTION There’s a hero in all of us Thank the hero in your life Our MSH Heroes save lives, combat illness and go above and beyond to provide compassionate care to our patients. If there is a special doctor, nurse, volunteer, hospital staff or the everyday hero who made a difference in your life, this is your opportunity to make a difference in the lives of others. Your gift will help purchase life-saving medical equipment and critical technology to support exceptional patient care close to home. When you recognize your MSH Hero, they will receive a card of appreciation and a commemorative pin to wear with pride. Make your gift of gratitude by visiting www.mshheroes.ca or call 905-472-7059.

Community Supporters

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Supporting advertisers index Markham Stouffville Hospital is grateful to all advertisers for helping to make this directory possible. Please note that an advertisement in this directory does not imply an endorsement by Markham Stouffville Hospital.

accommodations

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podiatrist

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Retirement Residences

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Seniors Care

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Community Supporters

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Community Supporters

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CORNELL PHYSIOTHERAPY

377 Church Street (inside Markham-Stouffville Hospital)

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Community Supporters

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Nestled in the countryside community of Uxbridge, Ontario sits a little gem of a retirement home…

Welcome to Butternut Manor

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Contact us

Patient Relations

Markham Stouffville Hospital 381 Church Street Markham, Ontario L3P 7P3

905-472-7141

General inquiries

Connect with us Web: www.msh.on.ca Email: myhospital@msh.on.ca

905-472-7373 @mshospital

@mshospital

/markhamstouffvillehospital

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The Seniors’ Advocate Guide

Important Information About Hospital Stays and Returning Home When a loved one is in the hospital, keeping track of everything is difficult but critically important. To best advocate for them and ensure a smooth transition back home, be prepared.

For the Short Term: 1.

In the Hospital: • Do you have a journal to document the key information you receive during the hospital stay? • Do you have the doctors’ names and phone numbers? • Did you bring all the medications your loved one is taking or have a detailed list? • Have you prepared a list of questions for nurses/doctors prior to daily meetings with them? • Have you generated a list of questions relevant to returning home?

2.

Is it your loved one’s wish to recuperate or age at home and is the home prepared? • Do you need: walker, wheelchair, cane, handles, monitors, medication managers etc….. • Should the bedroom be on the main floor? • Is the bathroom safe for any new mobility limitations? • Do you have neighbours who can be called to help in emergencies?

3.

Does your love one need a caregiver at home for daily visits or 24 hour or live-in care? • Will family members provide ongoing hands-on care at home if needed? • Is a professional caregiver or Personal Support Worker needed? • If needed, is there a bed and a bathroom for a live-in caregiver to use? • Have you contacted and signed up with a caregiving firm to ensure quick support when needed?

For the Long Term:

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Is your wish to age at home as long as possible and have you prepared for that? Has a full Living Will been discussed or prepared? Have the Powers of Attorney (POAs) for Care and Property been determined? Are those documents in the right hands? Have your wishes been discussed with your family, doctor, lawyer and POAs? Has a Do Not Resuscitate Order (DNR) been discussed and prepared if desired? If a couple is aging at home together, have you considered what happens to one if the other is hospitalized? Consider what happens if the healthiest spouse falls ill. If you’re out of town, and a loved one needs help, is there a contingency care plan?

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If you have any questions about any of these concerns, please call us. David Bernstein President, Caregiver Services Ltd.

905 642 9494 www.caregiverservces.ca david@caregiverservices.ca

Caregiver Services Ltd.