Niagara Health System Patient Services Directory – Douglas Memorial Site – Fort Erie, ON

PATIENT SERVICES

d irect o r y - Douglas Memorial Site -

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Welcome to the Douglas Memorial Site of the Niagara Health System

Welcome to the Douglas Memorial Site of the Niagara Health System.

Our goal is to provide you and your family with the best care and experience. We know that being admitted to hospital can be stressful and overwhelming. At all of our hospital sites, we do whatever we can to make your stay as comfortable as possible.

We are committed to providing a safe, secure and respectful environment.

This Patient Directory has been prepared as a guide to help you adjust to your new surroundings and answer as many questions as possible. Your healthcare team is here to assist you during your journey with us and is available to address any concerns you might have.

Contact information for the Douglas Memorial Site, Niagara Health System 230 Bertie Street Fort Erie, ON L2A 1Z2 Tel: 905.378.4647

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Table of contents Patient/client bill of rights and responsibilities.................... 4

• Medications................................ 14

Who we are

• Patient privacy – health information and your privacy at NHS......................................... 15

About the NHS.................................. 5 Our Sites and Services....................... 5 Vision, Mission and Values................ 7 Contact information.......................... 8

General information for your hospital visit

• Patient/client bill of rights and responsibilities........................... 14

• Patient Registration....................17 • Patient Relations........................ 18 • Patient and visitor parking........ 19 • Payment of account................... 19 • Personal belongings.................. 20

• Accommodations......................... 9

• Scent-free policy........................ 20

• Ambulance service....................... 9

• Smoke-free hospital properties................................... 20

• Assisted transportation............... 9 • Cafeteria, beverages and snacks......................................... 10

• Solicitation................................. 20 • Spiritual and religious care........ 21

• Dentures..................................... 10

• Staff identification..................... 21

• Directions to hospital................ 10

• Supplementary insurance.......... 21

• Discharge from hospital............ 10

• Telephones and televisions........ 22

• Electrical appliances....................11

• Transportation home................. 22

• Fire procedures...........................11

• Visiting hours............................. 22

• Gift shops....................................11

• What to bring to hospital......... 23

• Infection Prevention and Control.........................................12

• WiFi pay-for-use service............. 24

• Information for family members......................................13 • Interpreter services.....................13 • Latex balloon ban...................... 14

OneFoundation for Niagara Health System............ 25 Community supporters ........... 26

• Lost and found........................... 14 • Meals.......................................... 14 Please note that we are constantly changing to meet your needs.

Information presented may be subject to change.

Published March 2015 www.niagarahealth.on.ca

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bill of rights

Patient/client bill of rights andPatient/Client responsibilities Bill of Rights and Responsibilities As a Patient/Client I have the right to: • Take an active role during my hospital care.

• Receive care as quickly as possible.

• Receive compassionate, professional and respectful care in a safe and clean environment free of discrimination and unnecessary restraints.

• Privacy while in the hospital and confidentiality of my health information and record of care in accordance with the law.

• Be kept informed in order to make decisions about my health care, including being advised if an error affecting my health has occurred.

• Give or refuse consent to any proposed care and to be advised of the possible risks and benefits of the procedure or treatment being proposed. I have the right to designate an individual (substitute decision maker) to give consent for me if I am too ill to do so.

• The appropriate assessment and management of pain.

• Know the name and position of any care provider involved in my care.

• Express my questions, concerns or complaints without fear of reprisal and expect the hospital staff or physician to provide a timely response.

• While receiving care at the hospital I can speak to my care provider or request to speak to the person in charge of the department.

• After discharge I can bring my questions, compliments or concerns forward to the Patient Relations Specialist by telephone (905-378-4647 ext. 44423), email, or in writing, and upon request can receive a written response to my concerns.

As a Patient/Client I have the responsibility to: • Provide accurate information relating to my medical and personal history including present and past illnesses, hospitalizations and medications.

• Be actively involved in my plan of care and my discharge and to ask questions when I don’t understand or I require more information.

• Accept the consequences of my actions should I refuse treatment or not follow the treatment plan.

• Be courteous and respectful of other patients, visitors, staff and doctors and for assisting in the control of unnecessary noise and the number of visitors.

• Comply with hospital policies affecting patient care and conduct including supporting the NHS‚ smoke-free and fragrance-free environment.

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who we are

Who we are • About the NHS The Niagara Health System (NHS) is a multi-site hospital amalgamation comprised of six sites serving 434,000 residents across the 12 municipalities making up the Regional Municipality of Niagara.

• Douglas Memorial Site in Fort Erie • Greater Niagara General Site in Niagara Falls • Niagara-on-the-Lake Site • Port Colborne Site • St. Catharines Site • Welland Site The NHS provides a wide range of inpatient and outpatient clinics/services at six sites, including Acute Care, Surgical Care, Emergency and Urgent Care, Kidney Care, Complex Care, Mental Health and Addiction, Long-Term Care and Cancer Care. A full list of our services is available in the Sites and Services section of our website, www.niagarahealth.on.ca. The NHS has 4,256 employees, 650 physicians and 1,100 volunteers, with an annual operating budget of approximately $468 million.

Depending on your care needs throughout your stay with us, you may be transferred to a different site within the Niagara Health System to best meet your healthcare requirements.

Our Sites and Services Main NHS Switchboard: 905-378-4647

Douglas Memorial Site • • • •

Urgent Care Services Outpatient Mental Health Services Ontario Breast Screening Clinic Laboratory

• Outpatient Clinics • Complex Care • Diagnostic Imaging

Greater Niagara General Site • Emergency Department • Outpatient Clinics • Medicine www.niagarahealth.on.ca

• Critical Care Services • Outpatient Mental Health Services • Surgery

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• • • • •

Regional Geriatric Assessment Regional Stroke Services Complex Care Diagnostic Imaging Pharmacy

• • • •

Off-site satellite Niagara Falls dialysis centre Cardiology Ontario Breast Screening Clinic Laboratory

Niagara-on-the-Lake • Diagnostic Imaging

• Laboratory

Port Colborne • • • •

Urgent Care Services • Outpatient Clinics Residential and outpatient Addictions Services • Complex Care Ontario Breast Screening Clinic • Diagnostic Imaging Laboratory

St. Catharines Site • • • • • • • •

Emergency and Urgent Care services Cardiology Services Women’s and Babies Health Medicine Kidney Care Program Ontario Breast Screening Clinic Diagnostic Imaging Pharmacy

• • • • • • •

Critical Care Services Outpatient Clinics Children’s Health Surgery Walker Family Cancer Centre Mental Health and Addictions Laboratory

• • • • • • •

Critical Care Services Medicine Outpatient Mental Health Services Satellite dialysis centre Complex Care Ontario Breast Screening Clinic Laboratory

Welland Site • • • • • • • •

Emergency Department Ambulatory Clinics Surgery Ophthalmology Program Diabetes Education Centre Long-Term Care Diagnostic Imaging Pharmacy

*This is not a full list of services. Please contact the NHS for more information.

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Vision, Mission and Values • Our Vision Together in Excellence – Leaders in Healthcare

• Our Mission Working within an integrated system for a healthier Niagara.

We provide equitable and timely access for people throughout Niagara to a wide range of patient-focused care and services; We provide a full continuum of care through partnerships with other health and social service providers within and beyond Niagara; We enhance community well-being and health care delivery through promotion, education and research; We commit to innovation and continuous quality improvement in health services to meet our changing health care needs.

• Our Success Factors

Success Factor 1: Focus on Those We Serve Success Factor 2: Bring out the Best in Each Other Success Factor 3: Build Strong, Successful Partnerships Success Factor 4: Create A Better Way Success Factor 5: Use our Resources Wisely

• Our Core Values • Compassion • Professionalism • Respect

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• Contact information NHS Corporate Office 1200 Fourth Ave St. Catharines, ON L2S 0A9

Port Colborne Site 260 Sugarloaf Street Port Colborne, ON L3K 2N7

Douglas Memorial Site 230 Bertie Street Fort Erie, ON L2A 1Z2

St. Catharines Site 1200 Fourth Avenue St. Catharines, ON L2S 0A9

Greater Niagara General Site 5546 Portage Road P.O. Box 1018 Niagara Falls, ON L2E 6X2

Welland Site 65 Third Street Welland, ON L3B 4W6

Niagara-on-the-Lake Site 176 Wellington Niagara-on-the-Lake, ON L0S 1J0 Main NHS switchboard: 905.378.4647 Niagara Health System website: www.niagarahealth.on.ca

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General information for your hospital visit Accommodations The Niagara Health System offers private, semi-private and ward accommodations to our patients.

• Ward – up to four patients to a room (covered by your provincial health care plan) • Semi-private – two patients to a room (additional charge) • Private – one patient to a room (additional charge) Please indicate your room preference when you register with the hospital. Every effort will be made to provide you with the room type that you have requested.

Please note, however, that room assignments are based on bed availability and medical necessity of our patients.

Provincial health insurance (OHIP) covers the costs of a ward room only. Some insurance policies cover semi-private or private room charges, or you may wish to pay personally for additional room costs. Unfortunately, the hospital cannot check your insurance coverage, so please verify your insurance coverage in advance with your employer or insurance provider.

If you have any questions on semi-private and private room charges, you may call the Billing Office at 905-378-4647, ext. 32234, or dial 32234 directly from your patient phone.

Ambulance service Please be aware that there is a fee for ambulance services. Patients are responsible for paying $45 per ambulance trip, with OHIP covering the remainder of the fee. Please pay the patient portion at the time of discharge.

Assisted transportation If you require assisted transportation home from the hospital, there are private services available. These are wheelchair accessible, but may also be used for patient transfer by stretcher or for someone who can walk but needs assistance.

These transportation services usually require 24-hour advance pickup notice. The patient is responsible for payment of this mode of transportation. The Discharge Planning Department can provide further information.

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Cafeteria, beverages and snacks Cafeterias are located at Niagara Falls, St. Catharines and Welland Sites. Varying break time, lunch and dinner services are available. In addition, most NHS hospitals provide coffee kiosks/snack bars/vending machines with a variety of snack items and beverages.

Dentures Dentures are easily lost if placed in a tissue, paper or on the bedside cabinet.

Should you remove your dentures, be sure to ask the nurse for a denture cup.

Directions to hospital

Discharge from hospital Our focus is not only on your care and treatment while in hospital, but also on your discharge from the hospital. We start planning for your discharge as soon as possible. This helps ensure that the appropriate services are in place, if needed, when you leave the hospital.

We request your assistance with your discharge from hospital and ask that you or your family make arrangements for you to be picked up by 10 a.m. on your scheduled discharge day. Although every effort is made to accurately predict the day of discharge, please note that you should be prepared for discharge to occur a day earlier or later than planned.

At the earliest opportunity, you and your healthcare team will begin planning for your discharge. Most patients return home when they are discharged.

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• Your healthcare team will work with you to address any special needs you may have when you leave the hospital.

• Any prescriptions and follow-up appointments will be given on the day of your discharge.

• Please arrange transportation home on the date and time of discharge.

Some patients require short term or continuous care after discharge. For those patients there are several options they and their healthcare team will consider.

If you require more information, please speak with a member of your healthcare team.

Ontario hospitals must promptly discharge patients who no longer require their care. This ensures that medical services and beds are available for those in greatest need of acute care.

Electrical appliances For safety reasons, we must restrict the use of privately-owned electrical appliances. If you are bringing items such as hair dryers, curling irons, or electrical shavers, they must be checked and safety certified by our Engineering Department prior to use. Please discuss this with your nurse.

Fire procedures Hospital staff members are trained in fire safety and evacuation procedures.

In the event of a fire alarm, stay in your room with the door closed and await their instructions. Please follow their instructions carefully. Do not use the elevators until the “All Clear” announcement has been made over the Public Address System.

Gift shops Most NHS hospitals have gift shops run by hospital Auxiliary members as a main fundraising program. Personal items such as soap, toothpaste and shampoo can be purchased in the gift shop. A wide selection of gift items and fresh and silk flower arrangements are also available. Proceeds are used to assist in the purchase of patient-care equipment. The gift shop at the Douglas Memorial Site is located on the first floor near the main entrance.

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Infection Prevention and Control Patient safety depends on good Infection Prevention and Control practices and our team is dedicated to ensuring the highest standards are met.

Healthcare associated infections can happen in any healthcare setting and are infections that patients pick up in hospital while receiving care for another reason. These infections may happen because of procedures and illnesses that can weaken the body’s normal defences against infection.

We all have a role to play in preventing healthcare-associated infections.

Proper hand hygiene is one of the most effective ways to prevent the spread of infections.

Hand hygiene is a general term referring to the use of soap and water or alcohol based waterless hand rub.

It is important to clean your hands as you enter and leave the hospital and also: • • • • • •

After using the washroom; After coughing or blowing your nose; After handling/petting animals; Before, during and after preparing food; Before eating or drinking; Before and after caring for or visiting a patient.

Using alcohol based hand rub • Squirt enough hand rub to cover both your hands (the size of a toonie); • Thoroughly rub the product into your hands, including the back of your hands, your wrists, between your fingers, and under your nails; • Rub until dry or around 15 seconds.

Using soap and water • Use warm running water to wet your hands; • Apply soap and work it into a lather and rub briskly including the back of your hands, your wrists, between your fingers, and under your nails for 15 to 30 seconds; • Rinse hands thoroughly and dry with a clean paper towel; • Use paper towel to turn off the tap.

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The four most important times for healthcare workers to clean their hands are: • • • •

Before contact with the patient or their environment; Before doing a procedure; After contact with a body fluid; After contact with the patient or their environment.

Clean equipment and clean environment All equipment is cleaned with a disinfectant after use on one patient and/or before use on another patient. Each patient’s environment is cleaned at least once daily.

You should refrain from visiting family or friends at the hospital if you are sick.

If you are worried about a healthcare worker having unclean hands or about an unclean environment or equipment, you have the right to ask.

Information for family members Concern about a family member is natural. We support families and want their help in developing a patient’s treatment plan. It is helpful, where possible, to provide the name and relationship of one individual to serve as the primary contact or spokesperson for your family.

Appointing a spokesperson has several benefits. With fewer people calling for patient updates, it reduces the number of telephone calls to the unit, which makes it easier to get through. It also ensures that all members of the family receive the same information.

The needs of each patient and family are different. The nursing staff is happy to discuss with you the best way to share information with your family.

Interpreter services Interpreter services are available in many languages. Please ask a member of your health care team if assistance is required.

Il servizio de t’aduziore e desponibile in varie lingue. Si prega di domandare ad un impiegato dell’sopedale.

Des services de traduction sont disponibles en plusieurs langues. Veuillez vous renseigner auprès d’un membre de l’équipe soignante.

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Latex balloon ban Latex balloons may cause an allergic reaction with patients and hospital staff.

Please inform your well-wishers that they cannot bring latex balloons into the hospital. Mylar balloons are permitted.

Lost and found Please check to be sure that you have all your personal belongings with you when leaving the hospital.

Should you leave anything behind, immediately contact the Nursing Unit where you were a patient to advise them.

Meals Nutritionally-balanced meals are provided three times daily – breakfast, lunch and dinner. If you have nutritional concerns or special dietary needs, please ask a member of your healthcare team to arrange for a Dietitian to visit you. The hospital does not provide meals to visitors on the patient unit.

Medications It is important to bring a list of your medications when visiting one of our sites, whether it’s for a scheduled appointment or a visit to one of our emergency departments or urgent care centres.

We are committed to providing you with the absolute best and safest care we can. Having an accurate list of your medications and other key information is important.

You can find a print-friendly medication brochure on our website (niagarahealth. on.ca) that allows you to write out your medication list, along with other vital information such as who prescribed the medication and how often it is taken.

Your community pharmacist can also help with preparing this important record and keeping it up to date for future use.

Please see the What to bring to hospital section for additional information.

Patient/client bill of rights and responsibilities (Please see page 4)

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Patient privacy – health information and your privacy at NHS At Niagara Health System, we treat your personal health information with respect and sensitivity and do so in accordance with the Ontario Personal Health Information Protection Act (PHIPA, 2004) and all other applicable legislation.

The people at NHS who provide and support your care are allowed to see your health information. This group includes doctors, nurses, technicians, therapists, and other health professionals who provide care and treatment. Students may also work with your healthcare team under the guidance of qualified teachers.

To contact the Privacy/Freedom of Information Office Phone: 905.378.4647 ext. 44475 Fax: 905.397.1929

Use and disclosure of personal health information (PHI) Access to your personal health information is available to those who “need to know” to provide care and treatment to you. This includes: physicians, nurses, technicians, therapists, chaplains and all other members of your healthcare team. We collect, use and disclose your PHI as necessary to: • Treat and care for you (inside and outside our NHS hospital sites, for example: when you are transferred to another facility); • Communicate or consult about your healthcare with your doctor(s) and your other healthcare providers; • Obtain payment for your healthcare and hospital services, including OHIP, WSIB and your private insurance; • Plan, administer and manage our NHS hospital business operations; • Conduct risk management and research activities; • Teach; • Compile statistics • Comply with legal and regulatory requirements; • Fulfil other purposes as required by law.

Non-clinical information about your visit such as your name, location within the hospital and home address may be released (unless you tell us not to provide this information) in order to: • Assist visiting family, friends and clergy to locate you in the hospital; • Conduct patient satisfaction surveys that allow us to monitor and improve the quality of our patient services; • Conduct fundraising campaigns through the NHS hospital Foundation.

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• Research, Education and Planning We obtain your consent before we disclose your information for research projects. NOTE: some research projects DO NOT require your consent and have safeguards in place to protect your privacy (such as removing your identity). We may also provide your PHI to certain “prescribed entities” allowed under PHIPA legislation for planning and management of our Ontario healthcare system.

Identified “prescribed entities” (per PHIPA): Cancer Care Ontario (CCO); Canadian Institute for Health Information (CIHI); Institute for Clinical Evaluative Sciences (ICES); and Pediatric Oncology Group of Ontario (POGO).

• Electronic Health Records (EHRs) Conversion from hard copy to electronic records is done to improve access to and coordination of your care, to enhance patient safety, to reduce wait times, to avoid duplicate testing and provide timely access to your health information by your healthcare team.

Your electronic health record information is stored securely on shared health information databases and is accessed by authorized individuals in hospitals in Ontario, for your care and treatment.

• Our Safeguards Maintaining the confidentiality of your personal information is very important to us.

The Niagara Health System employs security measures, policies, procedures, and technology, and is audited to ensure your personal information is accessed by authorized individuals.

All Niagara Health System personnel: physicians; staff; volunteers; students and other agents of the hospital must follow the hospital’s privacy and security policies and procedures.

• Privacy and Confidentiality Training We continually conduct privacy training, education and orientation sessions for NHS staff, volunteers and students.

These sessions: • Provide guidance and interpretation regarding the Personal Health Information Protection Act, 2004 (PHIPA); • Explain our NHS Privacy Policies;

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• Present practical tips for handling common situations involving access, use and disclosure of personal health information; • Answer questions about privacy and patient confidentiality issues.

In addition, online access to privacy training and resources are provided for staff learning on our NHS intranet.

• Your Rights and Choices You, or a person who can legally make decisions about your PHI, have the right to: • View and get copies of your personal health information or hospital records; • Ask us to make corrections to inaccurate or incomplete PHI; • Ask us not to share your PHI with other healthcare providers unless we are permitted or required to do so by law; • Be informed if your PHI is lost, stolen, missing or improperly accessed or disclosed.

Some legislated exceptions apply to these rights.

• Family and Friends Your family and friends may be told general information about you, such as your location in the hospital and your general health condition, unless you tell us not to provide this information.

• Spiritual and Religious Visits If you provide us information regarding your faith group affiliation, parish or congregation, we may give your name and room location to a member of the visiting clergy of your faith group, unless you tell us not to provide this information.

• Fundraising The Niagara Health System relies on patient and community support for part of our funding. We, or the NHS Foundation office, may use your name and address and contact you for support, unless you tell us not to provide this information.

Patient Registration The Patient Registration Department requires that you bring your Ontario Health Card and any additional supplementary health insurance information including policy/group number, policy holder name and policy holder’s employer as this information will be requested when you register.

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Patient Relations The goal of Patient Relations is to enhance the overall quality of care at Niagara Health System. Niagara Health System is committed to patient and family-centred care. We work with healthcare teams to enhance the hospital experience for our patients, families and visitors, and feedback is very important.

We encourage you to contact Patient Relations should you have any compliments, comments, concerns or suggestions regarding Niagara Health System services.

You may contact us by phone at 905-378-4647 ext. 44423 or by e-mail patientrelations@niagarahealth.on.ca.

• How to address questions or concerns when you are a patient in the hospital: At any time during your stay in the hospital, we encourage you to discuss your questions and concerns directly with a member of your healthcare team (i.e., charge nurse, unit manager or treating physician). If there are matters which you feel require further attention, we encourage you to contact the Patient Relations Specialist at 905-378-4647, ext. 44423.

• We will: • Listen to your comments and feedback in a respectful way.

• Follow up with the appropriate manager(s) to inform them of your complaint or compliment.

• Assist you in resolving any dissatisfaction you or your loved one may have with the manner in which you were treated.

• Forward compliments and make sure staff, physicians and volunteers are acknowledged.

• Patient Relations Contact Information: Monday to Friday, 8 a.m. – 4 p.m.

Note: If a Patient Relations Specialist is unavailable to take your call, please leave a detailed message and your call will be returned as soon as possible.

Telephone: 905-378-4647 ext. 44423 Email: patientrelations@niagarahealth.on.ca In person or in writing: Niagara Health System Patient Relations Specialist 1200 Fourth Ave. St. Catharines ON L2S 0A9

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Patient and visitor parking Signs and directions in our parking lots will assist you with where to park and how to use the gated system. The sites without the gated system are pay and display for patients and visitors.

Parking is one of the few areas where hospitals generate revenue. Our revenue generating strategies are a part of our plans to address our financial challenges.

All parking revenues go directly toward patient care by funding our equipment, programs and services. Anyone with questions about how the gated system works can call Precise Customer Service Department at 1-888-783-7275 for assistance.

Payment of account During office hours Monday to Friday (excluding holidays) payment for crutches, canes, splints, ambulances, etc. can be made at time of discharge to the hospital’s Cashier Office at the Greater Niagara General, St. Catharines, and Welland sites. At the Douglas Memorial, Niagara-on-the-Lake and Port Colborne sites, payments can be made at Patient Registration.

On weekends and holidays payments will be accepted at Patient Registration at all hospital sites.

• Alternate Level of Care Co-Payment If you are in an acute-care unit and your condition changes, indicating that the type of care you now require is longer term due to illness or disabilities, your status will be designated as Alternate Level of Care (ALC). This means that your short-term acute care needs are over and you now have longer-term needs.

In consultation with your healthcare team, it will be determined whether your longer-term needs can be met at home by your family and/or community support, or in a complex continuing care or long-term care facility.

The Ministry of Health and Long-Term Care recognizes that the day a patient’s condition changes, the necessary resources for placement should be available immediately, but often they are not. Patients already placed in a complex care or long-term care facility are expected to pay a co-payment. Thus, the Ministry, to make the system fair and to discourage misuse of beds, established the ALC co-payment. The co-payment is to help cover the cost of accommodation (ward room) and meals.

Patients who are waiting to go home with family and/or community support are not expected to pay a co-payment.

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The Ministry sets a maximum co-payment rate on July 1 of each year. All acute, complex care and long-term care facilities charge the same rate in the province.

Patients will pay the maximum co-payment rate unless they qualify for a reduction based on an income test that evaluates the patient’s ability to pay.

The Business Office will contact the patient/family to set up an income review and payment arrangements upon the patient’s change of status.

Personal belongings Patients are advised not to bring personal belongings/cash into the hospital and do so at their own risk. Arrangements should be made by the patient to have all non-essential clothing and belongings sent home.

Scent-free policy Staff, patients and visitors are requested to avoid wearing perfume, aftershave and other scented personal-care products when they come to the NHS. No strongly scented flowers, please.

Smoke-free hospital properties All hospital properties, including buildings, parking lots and lawns/gardens are smoke-free zones. No smoking is allowed on the property to reduce the effects of second-hand smoke and to provide a safe and healthy environment. Nicotine Replacement Therapy is available to patients experiencing difficulty managing their nicotine dependency. Please speak to your nurse or doctor.

Solicitation For your security, safety and wellbeing, the hospital prohibits any sales solicitations to patients. In the event you are approached by a sales agent while in hospital, please notify staff on your Nursing Unit who will immediately contact Security.

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Spiritual and religious care Full-time Chaplains are NHS interdisciplinary team members. They work with patients, families, staff and volunteers.

• Professional care goals include: • healthy, meaningful use of people’s spirituality.

• people’s awareness of meaning and purpose.

• people’s use of their religious traditions, beliefs and practices.

Spiritual and Religious Care Staff also work with area faith communities / congregations in order for appointed visitors (ordained and lay) to attend to the spiritual needs of their people in hospital.

Staff identification All hospital staff related to the operation of the hospital on a day-to-day basis can be identified by their photo identification badge worn while on duty.

Supplementary insurance If you hold a supplementary insurance policy, i.e. Manulife Financial, Mutual Life, Green Shield, etc., the hospital can bill your insurer on your behalf for costs not paid for by OHIP but covered by your insurance policy.

Please note that if you request Preferred Accommodation (semi-private or private) and your supplementary insurance does not agree to pay for the difference, or only pays a portion of the charge, you are responsible for the full payment of the account. Please check your insurance policy carefully and make sure you are covered. The same responsibility applies to all differential rates, such as those for splints, crutches and canes.

• To make sure you have all the information you need regarding your insurance coverage, please find out the answers to the following questions: • • • •

What is your insurance policy number?

What is the effective date and expiry date of your coverage?

What benefits are covered? (e.g. semi-private or private accommodations) Do you have a deductible? (e.g. You must pay the first $50 of charges incurred)

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• Do you have a cap? (e.g. The insurance will only pay a maximum of $100/day of your semi-private coverage) Is the cap a daily, yearly, or life time limit? • Are you covered for the services you are receiving? (e.g. maternity, palliative, etc.)

You should know the answers to these questions before you sign for your preferred accommodations. If you have signed and are unsure, please check your coverage immediately. Once doing so, if you wish to change your accommodations, inform Patient Registration immediately and they will have you sign a transfer to a lesser accommodation effective on the date of signature.

You will be responsible for all charges incurred up to this point.

Payment for services not covered by your insurer should be paid on discharge.

Payment can be made by cash, cheque, Interac or major credit card at the Business Office.

Telephones and televisions Please ask a member of your healthcare team for information on telephone and television service in your room.

Transportation home Before you are discharged from the hospital, you will need to arrange your transportation home. We recommend you plan your ride home with family or friends to avoid having to pay for transport services. If you are not able to arrange transportation, the hospital will help you arrange your transport home.

You will be required to pay for your transport.

Please note: The hospital cannot hold beds to accommodate delayed travel arrangements.

Visiting hours Providing great patient care means making sure that everyone we serve has the best possible experience. In support of patient/client centred care, we have no set visiting hours. Each department will assess their unique requirements in providing timely care and adequate rest for patients, and communicate any specific visiting guidelines to patients and their families.

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What to bring to hospital • If you are being admitted to stay overnight, you should bring the following: • Identification that will clearly show your name, address and date of birth, as well as your Ontario Health Card and any additional insurance cards.

• A list of the prescription medications you are currently taking, including inhalers, ointments or drops. If a current list is not available, bring in the actual medications. After they’ve been reviewed by your physician, those not required by the hospital should be sent home with a family member. It is also important to inform your healthcare team of any over-the-counter drugs and herbal medications you are taking.

• If you received patient education from your doctor or the hospital clinic, please bring it with you. Your clinical pathway booklet will guide you through day-to-day care so you can understand and monitor your treatment plan.

• Hearing aid, if you use one.

• Personal hygiene items such as toothbrush, toothpaste, mouthwash, comb/ brush, deodorant, shampoo and tissues.

• Clothing (pajamas/nightgown, robe/housecoat, slippers).

• Please leave your personal belongings at home. The Niagara Health System is not responsible for a patient’s belongings.

• If you have been in hospital to deliver a baby, please bring an outfit for your baby, diapers and a car seat.

• Books/magazines, stationery, knitting, etc., or a favourite toy for young patients.

• Some departments may require you to bring some personal items not included above. These departments will provide you with this information prior to admission.

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WiFi pay-for-use service A guest wireless Internet service is accessible to our patients, visitors and guests on a pay-for-use basis. This new system, called iVisitor, is provided in partnership with Cogeco Cable Inc. and is similar to guest Internet services offered at other hospitals. iVisitor is available across all of our sites, and revenue generated from the service will be directed to patient care.

iVisitor rates are as follows: 4 hours: 1 day: 3 days: Weekly (7 days): Monthly:

$ 5.95 + HST $ 9.95 + HST $18.95 + HST $28.95 + HST $47.95 + HST

QUICK STEPS 1. From your device, check the Wireless & Networks Status and Signal Availability 2. Select “iVisitor” as the Wireless provider/Service Set Identification (SSID) 3. Open up your Internet browser and follow the instructions on the login page 4. Click on “Read the FAQ Document” for pertinent information to the guest wireless service 5. Click on “Purchase an Access Code” to proceed to the purchase screen, if you already have a code enter it in the current users access code box, review and agree to the Acceptable Use Policy and click on “Login” 6. Choose the Prepaid Plan 7. Enter your information; note that an email address is important as a copy of your code will be mailed to you 8. Review and agree to the Acceptable Use Policy 9. Select either “Credit Card” or “PayPal” for payment. If Credit Card is selected, you will have an option between paying with MasterCard or Visa.

10. Once your payment is accepted you will be provided with an access code; this is the code you can use to access the Internet during your plan time 11. Note that utilizing the iVisitor service assumes acceptance of the Acceptable Use Policy Note that utilizing the iVisitor service assumes acceptance of the Acceptable Use Policy.

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www.niagarahealth.on.ca

OneFoundation for Niagara Health System Do you have a Guardian Angel?

Has someone at the hospital gone out of their way to make your experience a little easier?

The Niagara Health System has Guardian Angels everywhere! Whether it’s the receptionist who stood up to help you into your seat, or the secretary who helped your uncle get the best appointment possible, or the physician who took the time to explain exactly what’s wrong with your daughter, or the volunteer who made sure your son got a wheelchair at the door – we’re proud of the people who make our hospitals a beacon for healthcare throughout the Niagara region.

If you want to recognize anyone at the Niagara Health System for their care and concern – from medical personnel to support staff to security, volunteers, housekeeping ... the list goes on – why not honour them as an NHS Guardian Angel? Your donation to the Guardian Angel program will be used for the hospital’s most urgent needs for Patient Care and Comfort, empowering all of our Guardian Angels here at the Niagara Health System.

And your Guardian Angel will receive a hand-delivered letter of congratulations, letting them know that you have honoured them in this meaningful way.

OneFoundation for Niagara Health System Niagara has always been known for how well our communities support their hospitals. OneFoundation works directly with the Niagara Health System to determine the most responsible and transparent use of your charitable donations.

With offices in all of the hospital sites, we are part of the communities we represent, and we look forward to talking to you about how your generosity can have the most immediate impact on the healthcare in this region.

Our volunteer Board is represented by passionate, dedicated individuals from across Niagara. We adhere to the internationally-recognized Donor Bill of Rights, protecting your good intentions with the highest standards of ethics and governance.

You can make all the difference The generosity of our community has resulted in extraordinary advancements in local healthcare right here at the Niagara Health System. Every single day, we see the powerful way your donations have an immediate impact on the way our hospitals deliver care.

Please call us today at 905-323-FUND (3863), or visit us at www.onefoundationfornhs.com‎ www.niagarahealth.on.ca

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Community supporters Disclaimer: We thank all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by our hospital of any particular goods or services and our hospital cannot be responsible for the goods and services which appear in those advertisements.

Home oxygen supplies VitalAire Home Healthcare..................................................................... 27

Mental health services Canadian Mental Health Association..................................................... 28

Real estate Century 21 Today Realty Ltd................................................................... 27

Respite Care Willoughby Manor Retirement Residence............................................. 29

Retirement residences Crescent Park Lodge..................................................... outside back cover Maple Park Lodge........................................................ outside back cover Willoughby Manor Retirement Residence............................................. 29

We are...

everything

print& design 26

See this publication and others at www.patientdirectory.ca

...if you can THINK it, we can INK it!

Tel.: 613-475-2927 • 800-339-5662 15681 Highway #2, Box 1599 Brighton, ON K0K 1H0 info@willowpublishing.com www.willowpublishing.com

www.niagarahealth.on.ca

Why Buy or Sell Your Home Through a Century 21 Professional?

Because, at Century 21, the best part of our job is the satisfaCtion of • helping you find a home you’ll be happy in, and • helping you attain Best market priCe for your current home, within your timeframe and the fewest hassles.

L eT U S He LP YoU T o M a k e YoUr MoST In forM ed d eCISIon S Call one of our offiCes today: st. Catharines

905-646-2121

Welland/fonthill

905-892-2632

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905-356-9100 905-871-2121

www.century21.ca/todayrealty www.facebook.com/Century21Todayrealty

Congratulations on your new hospital.

St. Catharines (905) 641-8141 Toll Free 1-800-567-0202

VitalAire – Professional Home Healthcare Home Oxygen, Sleep Apnea Programs, CPAP Therapy

VitalAire is Accredited by:

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

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Niagara Branch For Imm ediate S er vices: M e n ta l H e a lt H U r g e n t SUpport ServIceS Immediate therapeutic support available for those in distress with mental health, addiction and situational issues.

No Appointment Necessary Monday to Friday 11:30 – 7:00pm In St. catharines 15 Wellington St., In niagara Falls 6760 Morrison Street o n e S e S S I o n at a t I M e coUnSellIng

In Crisis?

Single Session Counselling Available

PhoNe

Wednesday in niagara Falls 6760 Morrison Street

1-866-550-5205

thursday in Fort erie 20 Jarvis Street (starting September 25, 2014) 11:30 to 7:00pm (last session 5:30pm) otHer ServIceS InclUde: • Information and Training • Justice Services • employment Services • Case Management Services • Volunteer opportunities • Transitional housing Support

oUr reSoUrce centreS a r e l o c at e d : 15 Wellington St., St. Catharines 6760 Morrison Street, Niagara Falls 20 Jarvis Street, Fort erie

A ll services fo r indivi d u a ls 1 6 y e a rs a n d o ld e r.

Supported by:

905-641-5222 | www.cmhaniagara.ca

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www.niagarahealth.on.ca

willoughby Manor

Notes:

Short Term Stay Availability Offering a wide variety of accommodation and services including short term stays up to 30 days in length.

Short term stays can be used for recovery from a recent illness or just for a vacation!

Whatever your needs, consider the various options we have available to meet your needs.

Let us help, we’re always here for you.

$80/Day*

our Short Term Stays Include: • Three meals daily served in our dining room • Snacks, coffee, tea & juice available 24 hours a day • Furnished suite with weekly housekeeping, laundry service & 24 hour response system • Medication administration, healthcare monitoring, as well as assistance with weekly bath from our long standing professional staff • Calendar of social & recreational events *Rates subject to change without notice. Based on single occupancy.

For More InForMATIon

905.295.6288

3584 Bridgewater Street · Niagara Falls, ON L2G-6H1

www.willoughbymanor.ca

Please remember that visitors are not to visit at any time if they feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc.

www.niagarahealth.on.ca

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www.niagarahealth.on.ca

Your Health Care Be Involved

Be involved in your health care. Speak up if you have questions or concerns about your care.

Tell a member of your health care team about your past illnesses and your current health condition.

Bring all of your medicines with you when you go to the hospital or to a medical appointment.

Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food.

Make sure you know what to do when you go home from the hospital or from your medical appointment.

Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care

www.niagarahealth.on.ca

www.oha.com

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P r ov i d i n g Q u a l i t y, A c c r e d i t e d E l d e r c a r e f o r O v e r 2 5 Ye a r s

making a Positive difference in the Lives of Seniors our day to day services aim to preserve pride, maintain dignity, and offer lifestyle choices while ensuring safety and peace of mind.

Residents benefit from living in a community offering companionship, recreation and a wide array of supportive services.

Fo r m o re in fo rma t i o n go t o :

www.ConmedHealth.com Con m ed

Seni or

Care

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4 Hagey Ave. | Fort erie, on | L2A 5m5

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905.994.0224

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