Halton Healthcare - Oakville Trafalgar Memorial Hospital Patient and Visitor Guide

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COVID-19: our programs and services are subject to changes–visit www.haltonhealthcare.com for the latest information



Our Strategic Plan Mission For the communities we serve, Halton Healthcare provides compassionate, quality, community hospital care as part of an integrated system.

Vision Transforming the community hospital experience. ‘Exemplary patient experiences, always.’

Values Compassion Accountability Respect

Priorities Innovate Collaborate Empower


Table of Contents Our Strategic Plan


Welcome to Halton Healthcare


COVID-19 Precautions Patient Values

Your Care and Safety Your Healthcare, Be Involved Your Healthcare Team Other Key Supportive Roles Compliments and Concerns Your Safety in Hospital Respecting Your Wishes Preparing to Go Home

Your Stay What You May Need Your Accommodations: Rooms Your Meals Visitor Meals Patient Entertainment System (PES)–Telephone & WIFI Visiting

Patient Services and Food Options Food & Retail Additional Services Parking Your Hospital Bill Giving Back

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Telephone Directory


Community Supporters


Photo Disclaimer: Images in this guide may have been taken before the COVID-19 Pandemic and may not reflect the current safety protocols. Services Disclaimer: Some services continue to be impacted by the COVID-19 Pandemic.


Welcome to Halton Healthcare This Patient and Visitor Guide provides information to help make a patient’s stay as safe and comfortable as possible. Our physicians, staff and volunteers are here to help, should you need more information.

COVID-19 Precautions As we update this guide, we are continuing to make changes to protect the health and safety of our patients and staff during the COVID-19 pandemic. Please follow all COVID-19 public health and hospital guidelines. For the most up-to-date information, visit our website at www.haltonhealthcare.com or speak with a member of your healthcare team.

Patient Values Halton Healthcare is committed to providing exemplary patient experiences. Our patients and families have developed statements to guide the care they receive in our hospital. As a patient or family member I will: Work with my healthcare team with patience and understanding. Ask questions when I don’t understand. Give constructive feedback on how to improve my care. Recognize that hospital staff are people with families too and should be treated with respect and dignity. As a patient I expect: Compassion Be sensitive to my values, beliefs, and cultural practices. Be patient with me and my family, show me empathy and kindness. Listen and respond to my fears and concerns. Accountability Provide me with a means of expressing my opinion, positive or negative, about my healthcare experience. Provide me timely care reflective of best practices and standards. Honour your commitment to honesty and transparency. Respect Preserve my dignity and honour my privacy. Involve and educate me so that I may make informed decisions about my health. Include me and those most important to me in my healthcare plan.

Questions about your stay? If you have any questions or concerns about your care or our services, please ask a member of your care team such as your nurse.


Your Care and Safety Your Healthcare, Be Involved Our patients and their families are essential members of the healthcare team. Our goal is to provide you with the best experience possible. Discuss your health concerns and any special needs with your healthcare team, and don’t hesitate to speak up, and ask questions. We want you to feel comfortable while you are here, and confident and ready when it is time to go home. Good communication and your active involvement will be key in your care. Here are a few tips on how to get involved: • Tell your healthcare team about your past illnesses and your current health condition • Tell your healthcare team about any allergies you have to medicine or food • Tell us about all the medicines you are currently taking. This includes all herbal remedies, vitamins, food supplements and over the counter medications • Ask questions. Write down all of your questions or concerns so you can discuss them with your physician or nurse. It is important that you understand your diagnosis, treatment and care plan so you can take an active role in your recovery and make informed choices along the way • It is often helpful to have a family member or friend with you when you talk to your healthcare team

Your Healthcare Team An interprofessional healthcare team will be looking after you during your hospital stay. Each member of this team will have a different role to play in your care. Your attending physician is usually your family physician. If your family physician does not have privileges at the hospital, you will be assigned a hospitalist, who is a physician that directs your care while you are in hospital. Depending on the complexity of your care, your nurse and nurse practitioners work closely with your physician and other members of the healthcare team who have specialized knowledge to help diagnose and treat you. These may include other specialists such as consulting physicians, therapists, social workers, discharge planners and pharmacists.

“Our goal is to provide you with the best experience possible.” 4

Halton Healthcare is a Clinical Education Campus (CEC) of McMaster University and is a designated academic community teaching hospital of the Michael G. DeGroote School of Medicine. With our affiliation with McMaster University, medical trainees such as fellows, residents and medical clerks work under the supervision of physicians. If you have any concerns about your care, please talk to a member of your care team such as your nurse or physician. If you need further assistance, you can ask to speak to the Patient Care Manager who is responsible for patient care on your unit.

Other Key Supportive Roles • Ethicist: While in hospital, you may be faced with making difficult decisions for yourself or a family member. The Ethicist’s role is to help you and your healthcare team explore the ethical aspects of treatment decisions. Ask your nurse if you want to speak with an Ethicist. • Spiritual Care: Spiritual and religious care providers offer spiritual and emotional support to patients of all faiths. Spiritual care providers can be contacted through your nurse. • Volunteers: Halton Healthcare volunteers enhance the quality of care at our hospitals. They supplement the services of the hospital by assisting patients, staff and physicians.

Patient and Family Advisors Patient and Family Advisors (PFAs) are volunteers who partner with us to help shape the patient experience at Halton Healthcare and create a patient and family-centered care environment. PFAs provide an important perspective and have a direct impact across a wide range of organizational initiatives, programs, services and policies. PFAs are usually patients and family members who have received care at the hospital or a community service location. If you are interested in applying or to find out more please email patientandfamilyadvisors@haltonhealthcare.com

Compliments and Concerns

As an organization committed to patient and family-centered care, it is important for us to know about your hospital experience. If you have questions, concerns, compliments or suggestions please speak with your nurse, nurse-in-charge, physician or ask to speak directly to the Patient Care Manager. The Patient Relations team is also available to support you and your family. If there are matters which require further attention please contact Patient Relations at ext. 4138 or at patientrelations@haltonhealthcare.com.

Patient Questionnaires: A patient questionnaire may be mailed to you at home after your discharge from the hospital. Your comments will help us monitor the quality of our services, tell us what we are doing well and provide ideas on how to improve our patient and family care. We appreciate your feedback.


Your Safety in Hospital Your safety is our priority. We will work closely with you to keep you safe. Allergies Please let us know if you have any allergies or restrictions including food, medication, latex, etc.

Checking Patient Identification (ID) Upon admission you were given a wrist identification band (ID) with your name, birth date and medical record number. This band must be worn at all times during your hospital stay. For your safety, we must verify your identity using two identifiers, usually your first and last name and date of birth. Staff will always check your identity including your ID band before giving you medication or performing any test or procedure. Please expect to be asked for these identifiers and to have your wristband checked frequently during your hospital stay. • Care provider identification (ID): All hospital staff, physicians, and volunteers must wear photo ID badges in the hospital. You can ask to see your caregiver’s identification if you have any concerns.

Latex Balloons Latex balloons are not permitted in the hospital, as some people can have severe allergic reactions to them. Mylar balloons are welcomed.

Medications You will be asked by a nurse, pharmacist or physician about all of the medications you take at home, including vitamins, herbal remedies and over the counter medications. Always show your wristband to your healthcare provider to confirm your identity and ensure you are given the proper medication. Pain Management We want to make you as comfortable as possible during your hospital stay. Staff will ask you about your pain using a scale of 0 to 10. A rating of 0 means no pain, while a rating of 10 means the worst pain you’ve ever had. There are many ways to control pain beyond taking medications. We encourage you to discuss your pain and options for reducing it with your healthcare team. • Updating Your Medication List: When you are discharged, your medication list may need to be updated. Please take this list with you to your next visit with your care provider.

Questions to ask about new medications: • What is the name of the new medication and why am I taking it? • When and how do I take it? How long will I be on this medication? • Are there any foods, drinks or activities I should avoid? • What are the side effects? What should I do if I experience them? • Will this new medication work safely with the others that I am taking? • A medication list is available from our website for printing: www.haltonhealthcare.com


Preventing Infections Infection prevention and control practices are important in maintaining a safe environment for everyone and reducing the risk of hospital associated infections. Hand Hygiene Good hand hygiene means washing your hands with soap and water or using a waterless, alcohol-based hand rub to clean your hands. Please wash hands thoroughly at hand hygiene stations located throughout the hospital and at all entrances and exits. Healthcare providers are required to sanitize their hands before and after seeing patients and should wear gloves for tasks such as handling bodily fluids. Please ask your visitors to wash or sanitize their hands before and after seeing you. If they are sick, please ask them to stay home until they are well. Cover Your Cough When you cough or sneeze it is important to use your forearm or a tissue to cover your mouth and nose. Please discard tissue immediately and clean your hands. Additional Precautions If you require additional precautions, there may be a sign posted outside your room and you will be asked to stay in your room. Your healthcare team and visitors will follow the instructions on the signage and wear the personal protective equipment listed on the sign (examples include: gloves, gowns, mask and eye protection).

Preventing Falls You may feel dizzy, weak or unsteady or have some mobility issues, pain or discomfort during your hospital stay. You can help keep yourself safe by: • Wearing non-slip shoes • Using the call bell for assistance • Asking for help

Scented Products and Highly Fragrant Flowers Perfume, after-shave cologne or other scented personal care products are not permitted in the hospital as some people are allergic to them. Please do not bring highly fragrant flowers, such as hyacinths or lilies, into the hospital as they can trigger allergic reactions.

Smoke-Free Properties Smoking is prohibited on all Halton Healthcare properties and in personal vehicles while on our property. Products made with tobacco/cannabis that may be smoked, vaped, inhaled or chewed are prohibited. Note: Sidewalks adjacent to the municipal roads near our facilities are not considered hospital property, and therefore not subject to the Smoke-Free Ontario Act and Halton Healthcare’s policies. In addition to not smoking, we require people not to have any tobacco or cannabis products visible while on Halton Healthcare property in order to reduce tobacco or cannabis triggers. We thank everyone who works or visits our hospitals for respecting this healthy initiative.


Respecting Your Wishes Accessibility Halton Healthcare strives to eliminate barriers that might limit equitable and accessible care for our patients and their families, in compliance with all relevant laws and regulations including the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. This includes accommodating assistive devices, the use of service animals, support persons, translation and/or sign language interpretation services. If you require accommodations, please speak with your nurse. For any inquiries or feedback about accessibility at Halton Healthcare, please contact Patient Relations at 905-338-4138.


BlindSquare is an accessible wayfinding app for people with sight loss and is now available at Oakville Trafalgar Memorial Hospital. You can download the free BlindSquare app from the Apple App Store.

Translation and Sign Language Halton Healthcare offers interpretation services to help bridge the language barrier between healthcare providers, patients and their families. We have access to over 170 languages, 24/7 service, 365 days/year for situations when medical terminology and clinical procedures are involved. In addition, we provide American Sign Language access for deaf patients and family members. If you or your family member would like to get translation services or sign language interpretation services, please ask your nurse or a member of the healthcare team.

Consent to Treatment Before undergoing any surgery or procedure, you may be asked to provide consent to treatment and asked to sign a consent form. Your physician or a member of your healthcare team will explain and discuss the surgery or procedure with you. Read the form carefully to ensure that it has your correct identification information. For surgical procedures you should always reconfirm in detail which procedure you will be having. You should also understand the purpose of your procedure/treatment as well as the risks and benefits before you give consent. Speak up and ask questions if you do not thoroughly understand the information. Substitute Decision Maker It is important that you have a Substitute Decision Maker (SDM) in case you become seriously ill and incapable of making decisions about your medical care. Discuss your thoughts and preferences with your family, and set them down in writing so your own words can speak for you, even if you cannot. Your physician, nurse, clergy or lawyer can help you obtain more information.

Organ and Tissue Donation Organ donations can save lives or improve the quality of life for many people. You can express your wishes to be an organ and tissue donor by registering online at giftoflife.on.ca.

Patient Inquiries Please assign a family member or friend to be the main contact who communicates with the patient care unit. Information about your health will only be released to an individual with your expressed consent.


Protecting Your Privacy Halton Healthcare is committed to keeping your personal health information private and confidential. Clinical information collected in support of the treatment you receive at Halton Healthcare will only be disclosed to authorized individuals who are in your circle of care. You have the right to access your health record. Please speak with a member of your care team if you have questions. Photography or Media Recording To protect the privacy of all individuals, photographs, videos or audio recordings cannot be taken of other patients or staff members without their consent. Release of Non-Clinical Information Non-clinical information about your visit (i.e. your name, address and location within the hospital) may be released in order to assist visiting family, friends and your faith community to locate you. This may also be used to conduct fundraising campaigns through the hospital’s respective fundraising foundations, and/or conduct patient satisfaction surveys. If you wish to be excluded from fundraising initiatives or satisfaction surveys, please notify staff when you are admitted. If you wish your presence in hospital to be concealed, please notify a member of your care team.

Preparing to Go Home Discharge Planning Team Our Discharge Planning Team is here to assist and support you in making plans for your discharge. They will meet with you early in your admission, and discuss community support services and resources available to meet your post discharge needs. If you have not met with one of our Discharge Planners and would like to do so, please call the team at ext. 6300.

Preparing For Discharge Our goal is to provide quality care in a timely fashion and help you return home as soon as you are medically ready for discharge. While our normal discharge time for medical and surgical units is between 10am and 11am, discharge may occur at any time until 10pm. In order to make this transition as smooth as possible, please: • Arrange Transportation Identify a family member or friend who can transport you home. If you require assistance, speak with your nurse before discharge. There are private services that provide transportation options for a fee. You are responsible for making your own transportation arrangements home. • Review your discharge information Make sure you understand what treatment you received and any required follow-up appointments as well as any changes to your medications, diet or other restrictions. Talk to your nurse if you have any questions or concerns about the type of care you will need at home and any community services you might need to access. Make sure you are aware of what signs and symptoms to watch out for and who you should call if you have any questions or concerns. • Fill Prescriptions for Medication: Fill prescriptions for medications and make sure you know how and when to take them. Also, don’t forget to update your medication list.


• Belongings: Send all belongings home with a family member except those items you absolutely require and ensure you take all your belongings with you when you are discharged. The hospital does not assume responsibility for any lost personal items. • Follow-up appointment: It is important to get follow-up care with your family physician or specialist. Make sure you have a list of all your required follow-up appointments for further tests, your family physician and/ or specialist. Please take your updated medication list along to these appointments. • Assistive Devices: Please ensure that you have all the assistive devices (walking aids, reaching aids, braces etc.) you might need to manage comfortably at home. See Connect Care Medical Alert Service (1-800-665-4357) to inquire about a home monitoring system to help keep you or your loved one independent and safe.

Home and Community Care Support Services Mississauga Halton Home and Community Care Support Services organizations (formerly Local Health Integration Networks) have a focused mandate to deliver local health care services such as home and community care and long-term care home placement. To find out more, talk to your healthcare provider about available services or contact Home and Community Care Support Services Mississauga Halton directly. They are open seven days a week, 365 days a year. Call 310-2222 (no area code required) or visit healthcareathome.ca/mh

• Take notes: It may be helpful to have a family member or friend with you to help write down everything you should know about your care and discharge.


Your Stay What You May Need • Your Health Card (OHIP card) • Proof of additional or secondary insurance coverage, if required • Medication List: of all the current medications, supplements, vitamins including herbal remedies, diet pills and over the counter medications • Personal Items: You are encouraged to bring your own sleepwear, underwear, bathrobe, slippers, personal support aids such as eyeglasses, contact lenses, hearing aids, dentures, and mobility aids such as walkers and canes. Please mark all items with your name. Some personal care items and toiletries such as shampoo, soap, toothbrush and toothpaste can also be purchased at one of our hospital gift shops • A small amount of cash ($20). Patients are advised not to bring large sums of money or any valuables into the hospital The hospital is not responsible for any lost or damaged belongings, money or valuables.

Your Accommodations: Hospital Rooms Medical need is the first priority when assigning rooms. While every effort will be made to honour your request for a private or semi-private room, our ability to do so will depend on the availability of rooms and the requirements of the entire patient unit. There are three types of hospital rooms available at our hospitals: • Standard patient room: Four beds per room • Semi Private Rooms: Two beds per room • Private Room: One bed per room The Ontario Health Insurance Plan (OHIP) covers standard ward accommodations only. Many patients have additional private insurance coverage which will cover semi-private or private rooms. Please check your insurance coverage before coming to the hospital. If you do not have additional coverage under your supplemental insurance plan, and you request a private or semi-private room, you will be responsible for the extra charge. For all accommodation inquiries: Georgetown Hospital Admitting Office 905-873-0111 ext. 8523 Milton District Hospital Admitting Office 905-878-2383 ext. 7017 Oakville Trafalgar Memorial Hospital 905-845-2571 ext. 4672


Communication Tools We have communication tools in every patient room that you and your family can use to communicate with our healthcare professionals. Call bells You have a call bell by your bed within your reach. When you push the call bell button, the team will be alerted and someone will check on you as soon as possible. Whiteboard Your room is equipped with a whiteboard that will be updated daily. It will display your healthcare team members and your goals for the day. You and your family can also use it to ask questions and pass on important information to your healthcare team.

Your Meals The food services team at Halton Healthcare provides nutritious meals that are prepared according to your individual needs.

Oakville Trafalgar Memorial Hospital Call to Order Call to Order room service is available to patients on most of our inpatient units. When you are ready to dine, call room service by dialing ext. 3663. Call anytime between 7am and 6pm and your meal will be delivered to your bedside within 45 minutes. Patients or their caregivers (on behalf of the patient) can order from the menu as long as the patient’s diet allows. Rehabilitation & Complex Transitional Care Units Bedside meals are available for Rehabilitation and Complex Transitional Care (CTC) units at lunch and dinner. A food service worker will visit in the morning to obtain meal selections for lunch and dinner the following day. Pre-selected meal trays are delivered to patients at breakfast.

Mental Health Units Adult Mental Health: A continental buffet breakfast is available in the dining room every morning from 8am to 9:45am Pre-selected meal trays are delivered to the dining room at set times for lunch and dinner. Child & Adolescent Mental Health Unit: A modified room service menu is available for our patients on the Child & Adolescent Mental Health Unit. Patients can make selections for all meals for the following day. Meal trays are delivered to the dining room at set times for all meals.


Milton District Hospital Call to Order Call to Order room service is available to patients on most inpatient units. When you are ready to eat, call ext. 3663. Call anytime between 7am and 6pm and your meal will be delivered to your bedside within 45 minutes. Patients or their caregivers (on behalf of the patient) can order from the menu as long as the patient’s diet allows. Complex Transitional Care & 2 North Regional Units A modified Call to Order option is available on our Complex Transitional Care (CTC) and 2 North Regional Units. Call anytime between 7am and 6pm and your meal will be delivered to your bedside at set meal times. Breakfast: Order placed before 6pm, delivered the next morning Lunch: Order placed before 10:30am Dinner: Order placed before 3:30pm

Georgetown Hospital Call to Order A modified Call to Order option is available on all inpatient units. Order by dialing ext. 3663 anytime between 7am and 6pm and your meal will be delivered to your bedside at set meal times. Patients or their caregivers (on behalf of the patient) can order from the menu as long as the patient’s diet allows. Breakfast: Order placed before 6pm, delivered the next morning Lunch: Order placed before 10:30am Dinner: Order placed before 3:30pm

Visitor Meals Meals for visitors are available on all hospital inpatient units for $10.00 per meal. MasterCard or Visa is accepted. Visitors can select from our Special Guest Menu and can order meals by dialing ext. 3663 from 7am to 6pm The meal will be delivered to the patient’s hospital room.

Patient Entertainment System (PES) – Telephone & WIFI We have a Patient Entertainment System available for our patients and families that provides various applications, education and entertainment offerings while ensuring a continuity of service across all three of our hospitals. The PES bundled service includes TV, local phone service, internet, e-books, internet radio and games, as well as discounted weekly and 30-day rental packages. The PES is provided by HealthHub Patient Engagement Solutions. Calling out: Local Calls: Dial “9”, followed by the area code and the telephone number.


Long Distance Calls: Must be charged to your calling card, home number, or placed as a collect call by dialing “9” and then “0” for the Operator. Calling in: (When people are trying to reach you in the hospital) The hospital main numbers are: • Georgetown Hospital: 905-873-0111 • Milton District Hospital: 905-878-2383 • Oakville Trafalgar Memorial Hospital: 905-845-2571 Callers can be connected directly to your room by calling any one of the hospital numbers above and entering your extension. To determine your phone’s extension number, please call switchboard (0). Questions? • Telephone, TV and Internet call ext. 7789 or toll-free 1-866-223-3686 • WiFi rental on your personal device or an issue call 1-800-642-3958

Visiting During the COVID-19 pandemic visiting restrictions may apply. Please visit www.haltonhealthcare.com to ensure you get the most current visiting information. Entrances are also restricted, please visit our website for all the details.

Virtual Patient Visiting Program The Virtual Patient Visiting Program is available to help you connect with your loved ones remotely through audio or video connections. Ask your nurse if you would like to set up a visit. Connecting Through Email Another option to connect is through email. You can learn more about emailing and virtual visiting options on our website www.haltonhealthcare.com


Patient Services and Food Options Food & Retail We have a variety of food vendors, pharmacies and retail services including our volunteer gift shops. Business hours are subject to change. To see a complete listing, please visit our website www.haltonhealthcare.com

Bank Machines Oakville Trafalgar Memorial Hospital: • Located in the Emergency Department, by the North Elevators on the second floor, by Starbucks on the Main Floor and at FirstOntario Credit Union across from the Gift Shop on the Main Floor. Milton District Hospital: • Located near Emergency Department Georgetown Hospital: • Located by the south entrance

Origins Pharmacy and Home Healthcare

Food Options

Oakville Trafalgar Memorial Hospital (Centre Elevators) Origins Pharmacy and Home Healthcare Mon to Fri: 8:30am – 7pm Saturday: 9am – 5pm Sunday: 10am – 2pm 905-847-3223

Oakville Trafalgar Memorial Hospital: • Tim Hortons – food court & 2nd floor • Starbucks – main lobby • U-Naru Sushi – main lobby • La Prep – main level, C elevators • Thai Express – food court • 16 Mile Café – food court • Pita Lite – food court • Frozen Yogurt – food court • Vending machines

Milton District Hospital (Main Lobby) Origins Pharmacy and Home Healthcare Mon to Fri: 9am – 5pm Saturday and Sunday: Closed 905-636-9996

Shops Oakville Trafalgar Memorial Hospital: • OHVA Gift Shop • INS Market • Vivah Jewellery Milton District Hospital: • Uniquely Yours Gift Shop • Tria Café and Mart • Vending Machines Georgetown Hospital: • Trinkets & Treats Gift Shop • Vending machines


Milton District Hospital: • Tim Hortons • Tria Café • Vending machines Georgetown Hospital: • Tim Hortons / Fit for Life • Vending machines

Additional Services Access & Share Your Imaging Records Online Through PocketHealth, you can sign up to access imaging and reports after each exam and save them permanently. This enables you to share your imaging records with any doctor instantly and in full diagnostic quality. To learn more about or participate in PocketHealth, please ask our Diagnostic Imaging staff or visit https://www.pocket.health/HALTON Oakville Hospital Footcare and Orthotic Centre The Oakville Hospital Footcare and Orthotic Centre provides foot care services including diabetic footcare and custom orthotics. We have two locations: • Oakville Trafalgar Memorial Hospital: To book an appointment, please call 905-618-0162 • North Service Road Location: To book an appointment, please call 905-338-4669 Connect Care Medical Alert Service Connect Care allows individuals to remain living safely and independently in their own home for as long as possible. A simple press of our waterproof button, worn as a bracelet or pendant connects you to our 24/7 monitoring centre where help is dispatched immediately. For more information, please call 905-338-4357 or Toll Free 1-800-665-7853 www.ConnectcareMedicalAlert.ca TLC–Tender Loving Corner Retail and Breastfeeding Clinic & Baby Boutique TLC provides breast pump rentals and other lactation products and is staffed by the Lactation Consultants from the Breastfeeding Clinic. • Oakville TLC Breastfeeding Clinic and Baby Boutique: 905-338-4131 • Milton TLC Breastfeeding Clinic and Baby Boutique: 905-878-2383 ext. 7610 Work-Fit Total Therapy Centre Work-Fit provides a wide range of rehabilitation treatments including physiotherapy, chiropractic services, massage and occupational hand therapy. For more information, visit www.WorkfitPhysiotherapy.ca or call: Georgetown Hospital Clinic: 905-873-4598 Milton District Hospital Clinic: 905-876-7022 Oakville Trafalgar Memorial Hospital Clinic: 905-845-9540


Parking Halton Healthcare offers a wide selection of parking options to accommodate patients (and their families) during their stay/visit in hospital. Parking Passes In addition to regular hourly and daily parking rates, patients and visitors can purchase passes that allow them to park at discounted rates. These include a day pass, a weekly pass, a monthly pass, or a 5, 10, 30 or 100 day value pass. All passes allow for multiple entries and exits within a 24-hour time period. Parking passes can be purchased from the parking cashier at Oakville Trafalgar Memorial Hospital and Milton District Hospital or from the admitting cashiers at Georgetown Hospital. They can be used in any gated parking lots at all three of our Halton Healthcare hospitals: Georgetown Hospital: 905-873-0111 ext. 6595 Milton District Hospital: 905-878-2383 ext.7161 Oakville Trafalgar Memorial Hospital: 905-845-2571 ext. 6595 Parking fees are subject to change, and can be viewed at our pay stations at all three hospitals as well as on our website www.haltonhealthcare.com.

Your Hospital Bill If you live in Ontario and have a valid health card, you are covered by the Ontario Health Insurance Plan (OHIP) and are able to receive standard care. Additional fees are charged to OHIP patients for items such as: • Preferred accommodation (semi private and private room accommodations) • Ambulance • Delisted procedures (a procedure that is no longer covered by OHIP) • Uninsured procedures (a procedure that is not covered by OHIP) • Medical devices (ie. crutches, splints,etc). Charges for these additional items, upgrades and services are the responsibility of the patient. Some patients have additional private insurance coverage, which may cover the cost of a room upgrade. Please check your insurance coverage to make sure you understand your coverage before you come to hospital. If you do not have additional coverage under your supplemental insurance plan, and you sign for a private or semi-private room, you will be responsible for the extra charge. Non-residents of Canada as well as Canadian residents without a provincial health card will be billed for all upgrades, services and items received.


Payment Payment can be made by recognized credit cards, debit card, cash or cheque at the following locations at our hospitals: • Georgetown Hospital: Admitting Department • Milton District Hospital: Admitting Department • Oakville Trafalgar Memorial Hospital: Cashier located near the south entrance If you are discharged after business hours, the hospital will mail you a bill. You can also pay your bill online at any time. Please visit www.haltonhealthcare.com and select “Pay A Bill” on the home page. For inquiries or more information: 905-338-4640 Alternative Level of Care and Co-payment If your healthcare needs change during your stay and you no longer require the acute care services of our hospital, you will be designated as an Alternative Level of Care patient. The physician decides when the patient becomes an Alternative Level of Care patient. This change in status is noted in the patient’s health record. While in the hospital, Alternative Level of Care patients must pay a daily fee called a co-payment fee. The maximum co-payment is the same amount as that charged for a basic accommodation in a long-term care facility. This fee covers your room and meals. Your health insurance (OHIP) will continue to pay the hospital for services of your healthcare team. You may be waiting to be transferred to a complex continuing care unit, a behavioural assessment unit or a transitional program. All Alternative Level of Care patients waiting for a different setting will be charged a co-payment fee, even if they are on an acute care unit of a hospital. The co-payment fee is set by the Ministry of Health and changes yearly. You may be required to pay all or some of this fee, depending on your income last year. If you have any questions about financial information, or to determine your co-payment fee, call the Accommodation Office at 905-845-2571 ext. 4672. For more Information: Visit the Ministry of Health website at www.health.gov.on.ca and search “chronic care co-payment”.


Giving Back Our Volunteers Our volunteers help enhance the patient experience at our hospitals by providing valuable supplemental services in both direct and indirect patient care. Interested in Volunteering? Applications for volunteers are accepted January 1st to February 12th and July 1st to August 12th. You can also email us: • Georgetown Hospital ghvolunteer@haltonhealthcare.com • Milton District Hospital: mdhvolunteer@haltonhealthcare.com • Oakville Trafalgar Memorial Hospital: volunteer@haltonhealthcare.com


Our Foundations Each of our hospitals is supported by its own foundation–the Georgetown Hospital Foundation, the Milton District Hospital Foundation and the Oakville Hospital Foundation. If you would like to make a donation to your hospital, please contact your community’s hospital foundation: Georgetown Hospital Foundation 1 Princess Anne Drive Georgetown, ON, L7G 2B8 905-873-4599 www.georgetownhospitalfoundation.ca Milton District Hospital Foundation 725 Bronte St. South Milton, ON, L9T 9K1 905-876-7014 www.mdhf.ca Oakville Hospital Foundation 3001 Hospital Gate Oakville, ON, L6M 0L8 905-338-4642 www.oakvillehospitalfoundation.com


Telephone Directory Patient Locating/Information Desk


Georgetown Hospital Main Number


Milton District Hospital Main Number


Oakville Trafalgar Memorial Hospital Main Number


Accommodations/Admitting Georgetown Hospital Milton District Hospital Main Number Oakville Trafalgar Memorial Hospital Admitting Oakville Trafalgar Memorial Hospital Accommodations

Ext. 8523 Ext. 7017 Ext. 3720 Ext. 4672



Breastfeeding Clinic Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 7610 Ext. 4131

Call to Order Patient Room Service Food Delivery

Ext. 3663

Connect Care Medical Alert Service

905-338-4357 1-800-665-7853

Toll Free

Mississauga Halton Home and Community Care Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

310-2222 (no area code required) Ext. 8565 Ext. 7009 Ext. 4625

Discharge Planning

Ext. 6300

Gift Shops Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 8286 Ext. 7329 Ext. 2380

Hospital Foundations Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 8221 Ext. 7014 Ext. 4642

Patient Relations Patient Relations Advisor


Ext. 4138

Parking Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 6595 Ext. 7161 Ext. 6595

Oakville Hospital Footcare Oakville Trafalgar Memorial Hospital North Service Rd.

905-618-0162 905-338-4669

Security Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 8177 Ext. 7348 Ext. 2950

Social Work Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 8285 Ext. 7337 Ext. 4624

Spiritual Care Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 8419 Ext. 7319 Ext. 6767

TLC-Tender Loving Corner Retail/Baby Boutique Milton District Hospital Oakville Trafalgar Memorial Hospital

Ext. 7610 Ext. 4131

Television (to activate) Ext. 7789

Work-Fit Physiotherapy Georgetown Hospital Milton District Hospital Oakville Trafalgar Memorial Hospital

905-873-4598 905-876-7022 905-845-9540

For Services not listed here: call the main hospital number or “0”


Community Supporters Halton Healthcare is extremely grateful to all the community supporters for making this Patient and Visitor Guide possible at no cost to the hospital.

Community Programs YMCA of Oakville........................... 32

Medical Equipment & Supplies Wellwise by Shoppers......................30

Community Services Heart to Home Meals......................34 Community Support Acclaim Health................................ 32

Retirement Residences Delmanor Glen Abbey..................... 28 V!VA Retirement Communities Oakville........................................... 27

Health YMCA of Oakville........................... 32

Senior Care Heart to Home Meals......................34

Home Care Links2Care......................................30

Social & Human Services Oakville Meals on Wheels................ 24

Home Health Care Acclaim Health................................ 32 Adjust to Home Health Care Supplies Ltd..................................... 24 Bayshore Home Health.................... 28 Comfort Keepers - Oakville.............. 32 Home Instead Senior Care......... 25-26 Right at Home Canada.................... 29

Support Services Links2Care......................................30

Home Healthcare Equipment & Supplies Access Abilities................................ 24 Wellwise by Shoppers......................30


See this publication and more at:


patientdirectory.ca Quality Healthcare Publications


Meals Heart to Home Meals......................34

Catalogue No. 011820 60M March 2009 © Queen’s Printer for Ontario

Please note, an advertisement in this guide does not imply an endorsement by Halton Healthcare.

Hot and frozen options available including entrees, soups, salads, sandwiches and desserts

Our team of volunteers perform a wellness check with each delivery, providing family and caregivers with peace of mind that their loved ones are thriving independently

SALES • SERVICE • RENTALS Canadian family owned & operated since 1994

aids for daily living • bathroom safety equipment • compression stockings • CPAP • hospital beds • incontinence • lift chairs porch lifts • stairlifts • walkers • wheelchairs Delivery and set up available We service medical equipment including walkers, wheelchairs, scooters and more

www.accessabilities.ca Approved ADP/VAC/WSIB, Vendor Licensed Medical Devices Establishment


Oakville: 549 Bronte Rd.


Etobicoke: 154 Norseman St.

Milton’s Source for all your Home Health Care Needs

• After surgery equipment needs • Sports Injury Braces • Compression Stockings • Ostomy supplies • Some items available for Rental

• Incontinence products • Specialty Bandages & Woundcare • Aircasts, Crutches, Canes • Wheelchairs, Rollators, Walkers ADP • VA • WSIB Approved Vendor

108-400 Bronte Street South, Milton (Inside Bronte Corporate Centre) www.adjusttohome.com 905-878-1142 info@adjusttohome.com


Help your loved one make a safe return home. 25


905.847.8433 Returning home can leave your loved one in need of additional assistance. Home Instead CAREGiversSM can provide the care needed to ensure your senior returns home safely.

• • • • •

Transportation to Follow-Up Appointments Nutrition and Medication Management Warning Sign Monitoring and Physical Therapy/Exercise Reminders Personal Care Services

Contact us to put together a personalized care offering for your loved one. 26

Fresh coffee meets fresh conversation.

Artist rendering* of V!VA Oakville’s Perks! Bistro-Café.

Exclusive membership meets all-inclusive living. At V!VA, you are more than just a resident – you’re a Community Member. And as a member of Oakville’s newest retirement lifestyle, you belong to a select group who shares a passion for active living and the finer things in life, such as sophisticated design, premium amenities, healthy dining, engaging activities and unparalleled service. To book your tour of Oakville’s exclusive all-inclusive retirement community, call (289) 725–6000 or email oakville@vivalife.ca. 1 Sixteen Mile Drive, Oakville, ON L6M 1P3 Reserve today | (289) 725–6000 | vivalife.ca INDEPENDENT LIVING | ASSISTED LIVING | RESPITE *Subject to change E.O. & E.






Personalized home care services Personal Care Caregiver Relief Nursing Companionship Meal Preparation Medication Reminders Light Housekeeping Palliative / End of Life Care In-Hospital Assistance

Support is just a phone call away.



Retirement Living located in the heart of Oakville. In-person tours now available.

905-469-3232 1459 Nottinghill Gate, Oakville delmanor.com


THANK YOU OAKVILLE for voting us GOLD in Home Care.

Exceptional Home Care Your Own Care Team a small, hand-selected group of our Professional Caregivers, led by your Care Planner.

Professional Caregivers


Your Own Care Planner to help you explore all of your options, navigate the healthcare system, and build your customized Care Plan.

Thank you Right at Home for not just being a service, but being part of the family.

Insured and bonded Yearly background checks Health screened & PPE equipped

Rebecca L.

A full range of Care Services Personal care and hygiene Companionship Dementia specialists Physical assistance Nursing care and therapy Post-operative care

Hospital-to-home transition Light housekeeping Transportation and errands Meal preparation

905.634.7750 Call us for a free, no commitment assessment and to meet your Care Planner.



Stay safe at home while we do the work!  FREE

Bathing Assistance

 Cleaning & Laundry  Light Meal Preparation  Appointment Accompaniment  Fee based on income


905 - 844 - 0252


Age powerfully.™ Explore a wide range of products and services designed to help you age with strength, determination, and passion – both in-store and online at wellwise.ca. Incontinence


CPAP & Sleep Therapy


Health Monitoring

Home Safety

Visit the Oakville location and speak with one of our expert staff today! 448 Speers Rd, Oakville • (905) 844-1445

Shopping at Wellwise™ comes with a bonus † – PC Optimum™ points! Restrictions apply. PC Optimum™ points cannot be collected or redeemed on government funded portions of products and services. In addition, PC Optimum™ points cannot be collected on rentals, services, delivery, and third party gift cards. Other restrictions may apply. See in-store and PC Optimum Terms and Conditions for more details. ®/™ Trademarks of 911979 Alberta Ltd., used under license. PC Optimum™ is a trademark of Loblaws Inc. Used under license. †



Senior Care | Respite Care and Advanced Care Needs • Dementia Care

• Respite Care

• Personal Care

• 24 Hour Care

• Hospital to Home

• Flexible Shifts

• Companionship/ Transportation

• Screened, Bonded & Trained Staff

• Home Support/ Meal Preparation

• Available 24 / 7

470 Morden Road, Oakville, ON 905.845.3030 • comfortkeepers.ca/oakville

YMCA of Oakville

OPTIMIZE YOUR HEALTH Our YMCA Certified Personal Trainers are standing by ready to help you optimize your health management with the following programs:

Healthy Hearts | Parkinson’s | Personal Training Call 905-845-3417 for more information, or email customerservice@oakville.ymca.ca www.ymcaofoakville.org


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



Welcome Home to healthy meals that can support your recovery. A speedy recovery starts with the right food. Choose from over 200 hundred delicious meals, minced and pureed – all with free delivery.* Locally owned by Karen Story and Tim Turcotte

289-409-0050 HeartToHomeMeals.ca

“These meals are delicious. I won’t go without them!” Janet, Burlington

Made for Seniors *Some conditions may apply.

Halton Healthcare Hospitals & Hospital Foundations Georgetown Hospital (GH) 1 Princess Anne Drive Georgetown, ON, L7G 2B8 905-873-0111 Georgetown Hospital Foundation 905-873-4599 Milton District Hospital (MDH) 725 Bronte Street South Milton, ON, L9T 9K1 905-878-2383 Milton District Hospital Foundation 905-876-7014 Oakville Trafalgar Memorial Hospital (OTMH) 3001 Hospital Gate Oakville, ON, L6M 0L8 905-845-2571 Oakville Hospital Foundation 905-338-4642