MUHC Montreal Neurological Institute and Hospital Patient Services Directory

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Montreal Neurological Institute and Hospital

Shedding light on the brain.

World renowned for more than 80 years, the Montreal Neurological Institute and Hospital combines the latest research with patient care to offer those suffering from neurological diseases and disorders the most advanced and effective treatments.

At The Neuro, the best brains take care of yours.

For more information or to donate, visit theneuro.com

2 • Patient Services Directory

For more information

CONNECT WITH US muhc.ca theneuro.ca

514 934-1934 (MUHC) 514 398-6644 (The Neuro) cusm.muhc NeuroMontreal @cusm_muhc

Welcome to the McGill University Health Centre (MUHC) This booklet was produced for you, our adult patients, and your families. It contains all the necessary information to facilitate your visit

@TheNeuro_MNI

or hospital stay at the Montreal Neurological

#myMUHC

Institute and Hospital of the MUHC. Should you

CUSMMUHC

not find the answer(s) to your question(s) in

@CUSM_MUHC

the following pages, please feel free to call the

company/muhc Montreal Neurological Hospital 3801, University Street Montreal, Quebec H3A 2B4

hospital main number (514 398-6644) or ask a member of our dedicated staff for help.

Last revision: January 2018

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Contents The McGill University Health Centre The human side of health care............. 5 The MUHC at a Glance.......................... 6 The Neurological Hospital.................... 6

1. Getting to the Neuro Our address........................................... 7 How to get there.................................... 7 Handicapped access............................. 7 Parking.................................................. 8 Transport by ambulance ...................... 8

2. Access to care and services Your hospital card ................................ 9 If you have to be admitted to the hospital........................................... 9 Hospitalization and outpatient services charges: for who?................... 9 Non-insured services............................ 9 Transitional-care charges................... 10 Questions about hospital bills............ 10

3. Hospital stay Consent............................................... 11 Your care team.................................... 11 Accommodations................................ 12 What to bring....................................... 12 Valuables ............................................ 12 Electrical appliances and computers .. 13 Leaving your room.............................. 13 Notice to visitors: Visiting guidelines ... 13 Overnight accommodation for families ......................................... 14 Patient meals...................................... 14 Phone calls ......................................... 14 Television............................................. 14 Receiving and sending mail................ 14 Spiritual care....................................... 15 Continuing care .................................. 16 Discharge............................................ 16 Follow-up medical appointments....... 16

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4. Services, guidelines and useful information Using mobile phones in the hospital.. 17 Smoking.............................................. 17 Accidents............................................. 17 Personnel identification...................... 17 Infoneuro: Neuro-Patient Resource Centre ................................ 18 Internet service: Wi-Fi public access .18 Coffee, light meals and snacks.......... 18 Catering service.................................. 18 Interpreters ........................................ 19 Lost and Found................................... 19 Patient’s rights and responsibilities... 19 Ombudsman/Complaints Commissioners................................... 19 Mandate, Advance Directive or a Living Will......................................... 19 Patients’ Committee........................... 20 Volunteer services.............................. 20 Hairdresser/Barber............................ 20 Laundry .............................................. 20

5. Safety and Security Procedures to follow, in the event of a fire or a fire alarm........................ 21

6. Our foundations Philanthropy at The Neuro ................. 21 The Friends of The Neuro................... 21

Index of community supporters..... 22

the McGill University Health Centre The McGill University Health Centre (MUHC) is one of the world’s foremost academic health centres. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides exceptional multidisciplinary patient-centric care. Affiliated with the Faculty of Medicine of McGill University, the MUHC continues to shape the course of academic medicine by attracting clinical and research expertise from around the world, assessing the latest in medical technology and training the next generation of medical professionals.

In addition to the Montreal Neurological Hospital, the MUHC comprises the Montreal General and Lachine hospitals, as well as the Glen site, where the Montreal Children’s Hospital, the Royal Victoria Hospital, the Montreal Chest Institute, the Cedars Cancer Centre and the Research Institute are housed.

The human side of health care Fostering a patient-centred philosophy means more than just facility upgrades and new equipment; it means improving all facets of the healing process to humanize health care.

By engaging them in all stages of treatment, patients are empowered to get involved in their own care. We strive to build genuine patient-clinician relationships based on twoway communication, with both parties working together to achieve life-saving results.

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The MUHC at a Glance • The eight clinical missions of the MUHC are: Pediatric Medicine (The Montreal Children’s Hospital), Medicine, Surgery, Neurosciences, Women’s Health, Mental Health, Cancer Care, and Long-term Care (at Lachine Hospital).

• There are 12,000 healthcare and other personnel working at the MUHC. • Each year, the MUHC trains over 800 residents and fellows, 500 medical students, 1,600 nurses, 400 allied-health students and 700 students of technical and vocational programs.

• The Research Institute of the MUHC is one of the largest medical and life sciences research facilities of its kind in Canada.

The Neurological Hospital The Neuro - the Montreal Neurological Institute and Hospital – is part of McGill University and the MUHC. We offer the highest level of neurological and neurosurgical care to the Quebec population and provide innovative research-based diagnosis and treatment options.

The Neuro plays a crucial role in Quebec’s healthcare network. Each year, we receive more than 42,000 visits, admit over 2,300 patients and perform more than 28,000 diagnostic and 1,800 surgical procedures. We have the highest number of neurologists and neurosurgeons in the province. We also lead in Canada with the largest number of neurologists and neurosurgeons who do research as well as care for patients.

The Neuro delivers exceptional care to thousands of people. For other health centres in the province, we are a critical referral centre for the most difficult neurological diseases and for patients who lack a clear diagnosis.

The Neuro is the largest specialized neuroscience research and patient care centre in Canada. Neuro researchers are world leaders in the cellular and molecular study of neurons, brain imaging and cognitive neuroscience. We also specialize in the study and treatment of nervous system disorders including epilepsy, multiple sclerosis, neurodegenerative and neuromuscular diseases.

At The Neuro, teams of researchers and patient care professionals work to discover key information about the nervous system and apply that knowledge to understanding and treating neurological diseases. More than 300 graduate students and postdoctoral fellows from around the world pursue scientific training at The Neuro each year. Since 1934, The Neuro has trained more than 1,500 researchers, neurologists, neurosurgeons and neuroscience nurses.

The Neuro is a key contributor to discoveries that can help patients. By combining our research strengths with our innovative and compassionate approach to care, The Neuro plays a vital role in understanding and treating the most serious nervous system disorders.

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1. GETTING TO THE neuro Our address The address of The Neuro is 3801 University Street, Montreal, Quebec H3A 2B4. Cars or taxis may pull up to the main entrance and drop off passengers.

How to get there If you are arriving: By metro: • From Sherbrooke metro station, take bus 144 westbound; or • From McGill metro station, walk on University Street (15 minutes walk, uphill) • From metro Atwater metro station, take bus 144 eastbound By bus: • #144 at Pine Avenue and University Street • #107 at Pine Avenue and Doctor Penfield Street • #80 at Pine Avenue and Parc Avenue • #435 at Pine Avenue and Parc Avenue • #24 at Sherbrooke Street and University Street (note: uphill walk)

Handicapped access Handicapped entrances are north of the main entrance on University Street, or through the ambulance entrance at the rear of the hospital.

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Parking The McGill parking lot, located near the stadium, is entered by University Street. McGill has reduced weekly rates for families visiting an in-patient (call 514 398-4559).

MUHC parking is available in the P1 lot (located on Pine Ave. just west of University Ave. at the former Royal Victoria Hospital main entrance). In addition, there are eight (8) handicapped spots available at the Neuro Emergency Department entrance, just south of the main entrance.

Drop off zones People may be dropped off/picked up at the hospital main entrance on University St. Vehicles must then either park in the parking lot or leave the premises. All entrances, exits and roads must be free of vehicles for safety and security reasons. The City of Montreal is permitted to issue parking tickets for vehicles illegally parked on Montreal Neurological Hospital grounds.

Reduced parking rate packages at the MUHC To better serve our patients and their families and visitors, the MUHC offers discounted rates and packages to lessen the financial impact of frequent visits. Please call (514) 934-1934 local 34625 to make an appointment for purchasing a reduced rate pass.

Two ways to pay for MUHC parking Parking Customer Service desk Inside the former Royal Victoria Hospital at S3.08 (access via the 3rd floor foot bridge from the Neuro) Accepts Visa, MasterCard and debit.

Open Monday, Wednesday, Thursday - 8 a.m. to noon 514 934-1934 local 34625 Cashier booth at exit gate Located at the exit gate when you leave the P1 parking lot.

Accepts Visa, MasterCard and cash.

For assistance If you encounter a problem, have a payment question, or experience difficulty attempting to enter or exit the MUHC parking area, cashier booth is open 24/7.

An attendant will assist with payment and provide general parking information.

For more information, please visit muhc.ca/parking.

Transport by ambulance Ambulance charges are your responsibility unless you meet certain criteria for free ambulance transportation. Such criteria include transportation to a hospital following a traffic accident, or when a doctor has signed a form attesting to the medical need for transport for a person over age 65, or for certain people receiving Income Security benefits. Of note, private insurance will sometimes reimburse ambulance fees.

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2. Access to care and services Your hospital card Upon arrival, you should register with the Admissions Office, room 165C on the ground floor near the information Desk, and have a hospital card made (if you don’t already have one.

If you have to be admitted to the hospital The Admitting Office will try to let you know in advance of the day and time you will be admitted. In some cases, your admission date could be delayed on short notice.

Please follow any pre-operative instructions that may have been given to you.

Upon arrival, you should have a hospital card made (if you don’t already have one).

You should also bring your Medicare card. If you do not have a valid Medicare card, pre-arranged payment must be made with the Finance Department ((514) 934-1934 local 48048).

Hospitalization and outpatient services charges: for who?

• For Quebec residents with a valid Medicare card from the Régie de l’assurance maladie du Québec (RAMQ), most hospitalization charges and outpatient services are fully covered.

• In accordance with an agreement between all Canadian provinces, patients from other provinces with a valid Medicare card from their home province are also fully covered for most services.

• If you are a patient from any other country, or a Canadian resident without a valid Medicare card, you are responsible for all hospitalization expenses and professional fees for services received at the hospital. You must make an advance deposit equal to seven days payment upon admission to cover the hospitalization charges. You will also receive a bill for professional services.

The advance deposit can be paid by credit card by calling (514) 934-1934, local 34627. It is sometimes possible to obtain a temporary Medicare card if one has been lost or is expired for less than six months.

For all inquiries concerning your account, contact the Accounting Office during normal office hours (local 42732).

Non-insured services The completion of forms for insurance and other purposes is not covered by Medicare and doctors may charge a fee for this service.

Certain medical treatments and services are not covered by Medicare. In these cases you will be informed. It is up to you to contact your insurance company regarding possible reimbursement of associated costs. The hospital is not responsible for decisions made by insurance companies about reimbursement of services not covered by Medicare.

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Transitional-care charges There is a daily hospitalization charge for patients who no longer require active medical treatment and who are awaiting transfer to a long-term-care facility. These charges have been determined by the Quebec Ministry of Health and Social Services. Your doctor will advise you of this change of status and the Accounting Office (local 42732) can provide more details.

Questions about hospital bills If you have any questions concerning your bill, please call the Accounting Office ((514) 934-1934 local 42732).

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3. Hospital stay Consent At the time of your admission, you will be asked to sign a general consent form for treatment and tests. For patients under the age of 14 years, the person with parental authority will be asked to sign on the patient’s behalf. For adult patients who have been deemed incapable by a physician, substituted consent may be acquired from the patient’s legal representative.

For further information, you may contact the Ombudsman/Complaints Commissioner ((514) 934-1934 local 35655) or ask to speak with a Social Worker from the Social Service Department (514) 398-1916. You may also attempt to seek advice from the Office of the Public Curator (514) 873-4074.

At the same time, you will be asked whether or not you agree to release personal and confidential medical information to your insurance company (if any) and/or to referring doctors, hospitals or clinics. You can choose not to release information outside the hospital. Please be assured that the refusal to release information will in no way influence the quality of the treatment you will receive.

Your care team Your team consists of a variety of healthcare professionals and staff who work together, in collaboration with you, to care for you and your family. Among the professionals are nurses, nursing assistants, doctors, physiotherapists, occupational therapists, dieticians, pharmacists, social workers, blood technicians, ECG technicians, as well as respiratory therapists. Some of the support staff you may encounter include unit coordinators (the clerk at the front desk of the unit), patient attendants (orderlies), housekeepers and transport attendants.

Nursing staff The MUHC takes pride in its dynamic nursing staff who are at the centre of the care team. Nurses are the ones you will have the most contact with you during your hospital stay. They play an important role in providing care, as well as supporting and educating patients and their families. They do this in many ways, including through communicating important information and actively listening to your concerns so that the team can understand how to best care for you and your family. You will have a nurse assigned to you at all times—the nurses on your care unit may work in 8- or 12-hour shifts. Your nurse should be your first contact if you have questions about the care you receive.

Physicians A physician (doctor) is in charge of your treatment plan and supervises the medical team: medical fellows, residents and students. Depending on your unique needs, your doctor may consult with other specialists and consultants.

When a doctor transfers your care to another doctor, they communicate detailed information about you before this change. Members of the medical team are available to answer your questions. muhc.ca •

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Students The MUHC is a teaching hospital. Students from a variety of healthcare professions may be involved in your care. Should you have a concern about their services or the services provided by any other healthcare professional or staff member of the hospital, please talk to the Nurse Manager or the Assistant Nurse Manager on your care unit.

Accommodations There are three types of accommodations: • Multiple-bed units • Two beds per room • Private rooms (one bed per room) Admitting services cannot reserve a room ahead of time, but they will call you the day before your admission and ask you what type of accommodation you prefer (only multiplebed units are free of charges). Once you are in the hospital, if the accommodation you prefer is not immediately available, you may request a different accommodation and they will try to provide it as soon as possible. If you request a two-bed or one-bed room, you may be asked to make an advance deposit. Proof of insurance coverage is not accepted as a form of payment for one-bed and two-bed rooms.

What to bring Although the MUHC provides hospital gowns, you may feel more comfortable in your personal effects. You can bring your own pyjamas/clothing, housecoat, and slippers/ shoes. You should bring a toothbrush, toothpaste, tissues, shaving items, soap, body lotion, sanitary supplies and other personal care articles. Since storage is limited, you are asked to bring only a small suitcase.

Please bring all medications that you are taking. This will ensure that the admitting physician or nurse can verify the exact medication and dose that you have been prescribed.

You should also bring your valid Medicare card and Montreal Neurological Hospital card. If you do not have a Neurological Hospital card, the Admitting Office staff will make one for you. If you do not have a valid Medicare card, pre-arranged payment must be made with the Finance Department ((514) 934-1934 local 48048).

Valuables Please do not bring any items of value. If you do, you will be asked to turn them over for safekeeping or to sign a form that releases the hospital of any responsibility. If a theft or a loss occurs, you should immediately make a report to your nurse.

When not in use, dentures, eyeglasses and hearing aids should be placed inside your bedside table in containers provided by the hospital. The MUHC is not responsible for patients’ property or for valuables and cash not left in safekeeping.

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Electrical appliances and computers For safety reasons, you are asked not to bring electrically-powered appliances such as electric blankets, heating pads, hair dryers and curlers. Battery-operated appliances are permitted.

You are responsible for the safekeeping of your appliances.

Leaving your room If you wish to leave your room, please inform your nurse or somebody at the care station. It is important for the nursing staff to know where you are at all times.

Notice to visitors: Visiting guidelines The goals of MUHC visiting guidelines are to ensure that our patients receive the best balance of rest, care and support. The patient and family are considered partners in care.

The patient will identify their family or significant support.

It is important for the healthcare staff to be able to provide care while maintaining a supportive and comfortable environment for patient and family. The number of family members and visitors in the room is dependent upon the health condition of the patient(s) in the room. Guidelines for the presence of family and visitors will be flexible and will respond to the preferences and changing needs of the patient.

In some circumstances, an individualized visiting plan may be developed to respond to the needs of a specific patient and family or a safety-related concern. It will be developed collaboratively with patient, family and clinical staff.

Visitors are guests of the patient. Regular visiting hours (which do not apply to family) are from 8 a.m. to 9 p.m. This may change based on patient/nursing needs. Children under the age of 12 must be accompanied and supervised by an adult. For the patient’s privacy, visitors and family may be asked to leave the patient room for a short period of time.

Speak to the patient’s nurse about facilities available for staying overnight.

By following these simple rules you will help promote patient healing and recovery: • Wash hands before and after visiting patients.

• Respect the posted Infection Control Signs on patient room doors.

• Respect restricted visiting rights. This normally occurs during an outbreak of a contagious illness.

• Do not touch patients’ wound coverings, tubing or equipment at bedsides.

• Do not visit if sick with fever, cough, diarrhea or rash.

• Ensure your belongings are locked or with you at all times. The hospital is a public place and staff cannot be held accountable if items are stolen.

• Mutual respect between family, visitors and healthcare staff is essential.

Courteous and respectful behaviour is a requirement.

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Overnight accommodation for families Should a family member need to stay overnight, a cot can be set up in the patient’s room or in a nearby family room. If family members are from out of town and need to find accommodation, the Admissions Office (514) 398-1900, the Neuro Patient Resource Centre (514) 398-5358, or the Social Service Department (514) 398-1916 can provide you with information regarding reasonably priced hotels in the area.

Patient meals The patient menu that you will receive on admission has been designed to provide you with a variety of nutritious and well balanced food choices suitable for your diet. Upon admission (24 - 48 hours), you will be visited by a nutrition technician from Clinical Nutrition Services who will determine your food likes, dislikes, allergies and any special dietary requirements you may have in order to ensure that you are provided with the correct meal plan. Meals are based on your dietary and medical needs as prescribed by your physician or clinical nutritionist. Meals are served via tray service delivered to your nursing unit at usual meal times. While you are in the hospital the nutritionist and nutrition technician are responsible for your nutritional care. Ask your nurse if you would like to speak with them.

Phone calls All patient rooms are equipped to provide telephone service. Local calls and toll-free calls can be made from your room or from the Neuro-Patient Resource Centre (room 354) by dialing “9” followed by the desired telephone number. Long-distance calls may be made by contacting security at 5542.

Defective telephones If your telephone is defective, please contact your nursing station and ask them to communicate with the telecommunications department.

Mobile phones Mobile phones are now permitted, but with a few constraints (see p. 17).

Television You may rent a television for a daily or a weekly fee from a private company. Please ask your primary nurse to help you arrange for this service. Forms are available on each floor.

It is your responsibility to pay the company directly.

Receiving and sending mail As an inpatient, you can receive mail at the hospital using the following address:

Montreal Neurological Hospital 3801, University Street, Montréal (Québec) H2X 2P4 All correspondence will be delivered to you if it bears your full name, with care unit or floor and room number if possible, as well as your maiden name, if applicable.

Mail arriving for you after you have left will be returned to the sender.

If you want to post a letter, make sure it has sufficient postage and give it to the nursing station so it is picked up with outgoing mail.

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Spiritual care • The Spiritual Care service offers spiritual, emotional and religious support.

• Spiritual Care professionals work daily from 8 a.m. to 8 p.m. (8 a.m. to 4 p.m. on weekends and holidays) and are available after hours for emergencies.

Ask your nurse or unit coordinator to request Spiritual Care through Locating.

• Spiritual Care professionals do not represent any church or religious institution in particular, but respond to all patients in the greatest respect of their beliefs, values, or tradition. For specific needs, and if the patient requests it, they can contact representatives of diverse religious denominations.

• Spiritual Care professionals work in collaboration with other health professionals and participate on multidisciplinary teams, for the wellbeing of the patients and their loved ones.

• The Spiritual Care staff can help other clinical staff understand the religious practices and beliefs of patients in order to better care for them.

• The Spiritual Care professionals are women and men of diverse religious and cultural backgrounds. In addition to their university studies in Theology or Religious Sciences, they have completed clinical training in a hospital setting. They also follow the standards of practice and code of ethics of the l’Association des intervenantes et intervenants en soins spirituels du Québec (AIISSQ).

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Continuing care Your doctor will inform you when he or she believes that you no longer need to stay in the hospital for active treatment. Your doctor will also let you know the approximate day of your discharge or of your transfer to another institution.

Should you require information regarding community resources, whether public or private, to plan for your return home, do not hesitate to ask to speak with a social worker.

Discharge

• On the day of your discharge, you will be asked to check out of your room by 11 a.m. If you are unable to leave the hospital by this time, you can wait in the patients’ sitting room located on your floor or in the family room (room 346).

• If there are outstanding charges, you should pay them before you leave. If you are a Quebec Medicare cardholder, a bill will be sent to your home.

• If you feel you’ll require support and care after you go home, please speak to your doctor, nurse or social worker, as they can help you make the necessary outpatient arrangements.

• Ensure that you have all your belongings, prescriptions, and information about how you need to care for yourself at home.

• If medications have been stored for you by the hospital, you may take them home but you should check with your doctor or nurse to determine whether your prescription remains the same.

Follow-up medical appointments Your doctor may request that you return to a clinic for a follow-up appointment. Before you leave the hospital make sure you have all the necessary information about where to go for this appointment or who to contact in order to make the appointment.

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4. Services, guidelines and useful information Using mobile phones in the hospital Mobile phones are now permitted in all MUHC locations, but please respect the following rules: • You may use your cellular phone (or other wireless device) as long as you stay a minimum distance of one metre from biomedical equipment; please respect signage • Please set mobile phones to vibrate • Be sure to talk quietly and respectfully • Keep phone calls as brief as possible • Do not use the camera function without permission

Smoking The MUHC strongly supports the Anti-Tobacco Act. Smoking and vaping are not permitted in the hospital. Furthermore, it is forbidden to smoke outside on the MUHC grounds.

The MUHC has adopted a Smoke and Vape Free Environment Policy in order to promote good health and contribute to a better healing environment. The MUHC can help you stop smoking with its inpatient and outpatient services. For more information, please visit muhc.ca/breathe.

Accidents You must report all accidents or falls to a staff member.

Personnel identification For security reasons, all MUHC personnel must wear his/her MUHC ID card at all times.

ID cards allow for patients, parents, visitors and suppliers to identify MUHC staff.

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Infoneuro: Neuro-Patient Resource Centre The Neuro-Patient Resource Centre, located on the third floor in Room 354 at The Neuro, provides information in plain language on many topics, such as: • Neurological conditions

• Grieving

• Brain or back surgery

• Accommodations

• Caregiving

• Community services

• Depression and anxiety

• And much more

They also offer access to wireless internet, computers, printers, a photocopier, a scanner, a fax and a telephone.

Contact The Neuro-Patient Resource Centre by phone ((514) 398-5358), via email (infoneuro@muhc.mcgill.ca) or in-person in Room 354, or visit their website at www.infoneuro.mcgill.ca.

Internet service: Wi-Fi public access At The Neuro, you need to obtain a temporary username and password sheet in order to access the wireless internet. If your mobility is limited, please feel free to call the Centre (514) 398-5358 and a staff member will be happy to bring you a sheet, or visit the resource Centre in room 354.

If you have difficulties connecting to The Neuro’s wireless internet, please feel free to contact the staff at the Neuro-Patient Resource Centre (514 398-5358) and they will assist you to the best of their abilitiess.

Coffee, light meals and snacks The Café Vienne coffee shop ((514) 398-1926) is located on the third floor and sells meals and snacks. It is open to patients and visitors during the following hours: • 7 a.m. to 6:30 p.m., Monday to Friday • 8:30 a.m. to 2:30 p.m., Saturdays and Sundays Vending machines are available at the former Royal Victoria Hospital. They are accessible via the third-floor bridge connecting the Montreal Neurological Hospital with the old Royal Victoria Hospital.

Catering service The MUHC Catering service offers a variety of tasty quality dishes that are designed to suit the need of any of your events or special occasions. For six or more people, you or a member of your family can take advantage of this service by choosing from a variety of selections including hot and cold breakfasts, cold buffets, sandwich and salad platters, pizzas, desserts and coffee service. We also offer custom order service should you wish to order a special cake or menu not found within our regular selection.

For more information, please contact our catering service ((514) 934-1934 local 45033) and we will be pleased to serve you.

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Interpreters Interpreters are sometimes available at The Neuro, but if you or your family are unable to speak French or English, or if your comprehension of these languages is limited, we recommend you bring a family member who can translate for you.

Lost and Found Hospital Security ((514)Â 398-5542) operates a Lost and Found service.

Should you lose any of your personal property, please let your nurse know and he or she will contact the Lost and Found service for you.

Should you believe that any of your personal items have been stolen, please report the theft immediately to your nurse.

Patient’s rights and responsibilities All patients of the MUHC have specific rights, within the limits of Quebec legislation, concerning their expectations to quality of care and treatment. Your rights and corresponding responsibilities are more fully explained in the MUHC Code of Ethics. Copies of the Code of Ethics are available from the Ombudsman/Complaints Commissioner, or by visiting the MUHC website (much.ca).

Ombudsman/Complaints Commissioners The MUHC has four Ombudsmen/Complaints Commissioners to assist patients, their families and legal representatives in helping them to resolve complaints. The Ombudsmen/Complaints Commissioners are available to help you if you have questions about your rights as an MUHC user or if you need advice to help resolve any perceived conflicts. The Ombudsman/Complaints Commissioners can be reached by telephone ((514) 934-1934 local 22223). The patient complaint system is governed by Quebec legislation, and is outlined in a brochure available on all sites of the MUHC.

Mandate, Advance Directive or a Living Will If you have: - previously prepared a mandate given in the case of Inaptitude for matters relating to personal health that names the person with whom you wish professionals of the MUHC to communicate for decisions on your behalf, - or, if you have prepared documents that communicate your advance directives, or a living will, please advise, or have your legal representative advise, any professional member of your MUHC treating team as soon as possible.

At the time that you write a mandate, advance directive or living will, it is a good idea to tell your designated legal representative, a member of your family or a close friend of your desired intentions and to provide this person with a copy of the necessary documents.

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Patients’ Committee • The Patients’ Committee has a legal mandate to monitor the quality of life for the users of the hospital, to assess their level of satisfaction, and to assist or accompany them as necessary in the defense of their rights.

• Members of the Patients’ Committee actively participate in the MUHC community by serving on key hospital committees and in advising hospital staff and administrators of the patient’s perspective, thereby ensuring that patients’ concerns are heard and their interests are preserved. The Committee supports and promotes patient partnership initiatives in its belief that patients have the right to be involved in making decisions at every level of their care.

• The Committee also provides patients with information relating to their rights and responsibilities and, as needed, will assist patients in filing a complaint.

• The Patients’ Committee is represented on the MUHC Board of Directors.

To reach a member of the Patients’ Committee, call local 31968 and leave a message.

A member of the committee will respond to your call.

Volunteer services Volunteers work mostly at the patient’s side in specialized programs. Some of these programs include dialysis/transplant, friendly visits, humour, information, music and food/sundries carts. Patients, their families and friends can expect a visit from welltrained and supervised volunteers from all walks of life and all age groups. If you are interested in volunteering, call local 43008.

Hairdresser/Barber Appointments with a hairdresser or barber can be arranged for Fridays by calling (514) 934-1934 local 34834. The hairdresser or barber can also come to your room.

You are responsible for the cost of these services.

Laundry There is a Laundromat located nearby at 3486 Park Avenue at the corner of Milton. It is open seven days from 10 a.m. to 9 p.m. ((514) 903-4352).

There is a small laundromat at 3565 Lorne Avenue, open seven days a week from 8 a.m. to 10 p.m. They do not have a telephone number.

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5. Safety and Security Procedures to follow, in the event of a fire or a fire alarm

• If you discover a fire/smoke or a burning smell, immediately report it to your nurse or someone at the care station.

• If you hear the fire bells ringing, follow the instructions of the hospital staff.

For the safety of patients and staff, fire drills are held regularly. If a fire drill occurs during your stay, please follow the instructions given by your nurse.

6. Our foundations The generous support of our donors and volunteers makes it possible for us to offer more and better services to our patients and to help keep the McGill University Health Centre at the forefront of medical expertise and compassionate care. Their support is much appreciated. Please consult muhc.ca/cause or theneuro.ca to learn more.

Philanthropy at The Neuro Since The Neuro’s founding in 1934, donors have supported many of the scientific and medical breakthroughs made by our world-class researchers and physicians. Donors have enriched the training environment for students, fellows, and nurses, and ensured that our patients receive the very best care. For more information or to make a donation, please contact The Neuro Development Office at 514 398-1958 or by email donations.mni@mcgill.ca.

The Friends of The Neuro The Friends are volunteers who circulate a cart with a variety of personal items and reading material for patients and families. Occasionally, McGill University student volunteers also provide social and recreational activities through this group. The Friends of the Neuro also organize numerous fundraising activities throughout the year and money raised, together with the proceeds of the Café Neuro, is used to meet direct patient care needs. If you’d like to learn more about this group or become a member, please call (514) 398-1923.

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Index of Community Supporters The McGill University Health Centre is extremely grateful to all advertisers for helping to make this directory possible.

Please note, an advertisement in this directory does not imply an endorsement by the McGill University Health Centre.

Accommodations Le Meridien Versailles-Montreal............24

Alzheimer Care

Pour toutes les croyances depuis 1852 Serving all Faiths since 1852

CDL Home Caring............................. 23, 26 Home Care Assistance............................25

Funeral Home Armstrong-Rideau Funeral Home..........22

Home Health Care CDL Home Caring............................. 23, 26 Home Care Assistance............................25

Post-hospital Care Home Care Assistance............................25

SALON FUNÉRAIRE ARMSTRONG-RIDEAU 1640, boul. Côte-Vertu, Ville St-Laurent, (Québec) H4L 2A2 514-331-1104 • www.funerairearmstrong.ca armstrong@arbormemorial.com N'hésitez pas à nous contacter.

Marie-Pierre Turgeon Directrice Gérante

Seniors Services CDL Home Caring............................. 23, 26

Improve circulation to your legs and feet, help maintain muscle strength, flexibility and promote healthy bones by exercising regularly.

22 • Patient Services Directory

PRIVATE IN HOSPITAL CARE NON MEDICAL SUPPLIMENTAL CARE

Fully Private and Semi Private rates available Call 514.696.4343 •

We provide you with personal attention for all non-medical services you need right in your hospital room.

•

Personal Hygiene Care

•

Help with prescribed rehab exercises (When medical professional is not required)

•

Overnight supervision

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Companionship

•

Pick up special meal requests (If prescribed diet permits)

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Accompany you around hospital facilities or outdoors if permitted

•

Accompany you home (Post discharge services available at home as well)

www.cdlhomecaringservices.com

muhc.ca •

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ENTIÈREMENT RÉNOVÉ WIFI INCLUS ACCÈS GRATUIT AU CENTRE CANADIEN D’ARCHITECTURE CENTRE D’AFFAIRES ET SALLE D’EXERCICE 24/7

NEWLY RENOVATED PROPERTY, COMPLIMENTARY WIFI, TICKETS TO THE CANADIAN CENTRE OF ARCHITECTURE, 24 HRS BUSINESS CENTER AND 24 HRS GYM

Notes:

24 • Patient Services Directory

PETIT DÉJEUNER CONTINENTAL DELUXE ET WIFI INCLUS, CENTRE D’AFFAIRES, SALLE D’EXERCICE ET SAUNA 24/7

ROOM RATES INCLUDE CONTINENTAL BREAKFAST, COMPLIMENTARY WIFI & 24 HRS GYM, DRY SAUNA & COMPUTER STATION

1659 rue Sherbrooke O/W Montréal, QC Canada H3H 1E3 T. 514 9333 3611 Fax 514 933 8401 Réservations sans frais /Toll Free 1 888 933 8111 www.versailleshotels.com

Hospital

to Home Care

Download a copy of our Hospital to Home Care Guide at: HospitalToHomeCare.ca

Changing the Way the World Ages • • • •

In-Hospital Care In-Home Care Meal Preparation Light Housekeeping

• • • •

Companionship Medication Reminders Bathing / Dressing Cognitive Stimulation

10 Years at Your Service 514-907-5065 HospitalToHomeCare.ca

Montreal I West Island I Laval I South Shore muhc.ca •

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DON’T GO HOME ALONE Let CdL’s Home Care Professionals Accompany You Home And Care For Your Every Need during Recovery

• DRIVE YOU HOME AFTER DISCHARGE • PERSONAL CARE • COMPANIONSHIP • MEDICATION MANAGEMENT • MEAL PREPARATION, GROCERY, ERRANDS • ACCOMPANIMENT TO AND FROM APPOINTMENTS • LIGHT HOUSEKEEPING • POST SURGERY CARE AND REHAB

Reserve Now Before You’re Discharged

Call

514.696.4343

www.cdlhomecaringservices.com

26 • Patient Services Directory

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