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Patient Services Information Guide

100 Rolling Hills Drive, Orangeville, ON L9W 4X9 Phone: 519-941-2410

Welcome Welcome from Stacey – President & CEO In 1907, a group of local women recognized the need for a hospital to provide health care services closer to home. Five years later in 1912, the first hospital opened in Orangeville, ready to care for the town’s 1,000 residents. Today – more than 100 years later – Headwaters Health Care Centre serves an area of more than 135,000 residents, but our vision and commitment remains the same as it did over a century ago: provide our patients and the community with exceptional care, close to home. Headwaters is a leader in our community and an award-winning hospital. We are Accredited with Exemplary Standing by Accreditation Canada, have some of the lowest Emergency Department wait times in Ontario, and have won a Leading Practice Award for our Emergency Department. Most importantly, our patients also think we’re an excellent place to receive care, as evidenced by our high patient satisfaction ratings. Thanks to our various partnerships with other health care providers, like local primary care doctors, the Central West Local Health Integration System, William Osler Health System, Southlake Regional Health Centre, Trillium Health Partners, and other community partners, our goal is to ensure you receive the right care, when you need it, close to home. This Patient Services Information Guide provides our patients, their families, and visitors with valuable and important information before, during and following their hospital visit or stay. By reviewing the hospital’s guide online before visiting or receiving a copy upon admission, you will be able to learn about our programs, services, and policies, as well as the care you will receive. Please take the time to browse through the information contained in this guide. You are encouraged to take this booklet home with you. If you have any questions or comments, please ask a member of your health care team or any of our staff or volunteers. As the President and CEO of this wonderful hospital, I welcome receiving feedback from our patients, their families, and the community. Should you wish to get in touch, please feel free to email me: On behalf of the Headwaters family, thank you for your continued commitment and support of our community hospital. It is both our honour and privilege to care for you and your family. Stacey Daub President & CEO Headwaters Health Care Centre


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Table of Contents Hospital Information

Location...........................................4 Contact Us.......................................4 Our Vision, Mission and Values....5 Our Strategic Directions................5 Our Philosophy of Care..................6

Admission & Coming to Hospital

What to Bring? ...............................7 What to Leave at Home? ...............7

Discharge & Going Home from hospital

When am I ready for Discharge? ......................................8 Departure Checklist.......................9 Discharge Phone Calls....................9 Central West Local Health Integration Network( CWLHIN)......................................10

Patient Safety

Patient Identification...................11 Medications...................................11 Allergies........................................11 Prevent the Spread of Germs.......11 Call Bell System...........................12 Floors.............................................13 Safety & Quality Information System...........................................13 Ask Questions...............................13

Patient Relations: Compliments & Concerns..............15 Privacy...........................................16 Visitor Information & Guidelines

When are visiting hours?.............17 General visiting guidelines..........18

Our Hospital Programs...................19 Our Hospital Services

Accessibility & Equity..................20 Accommodation.............................20 Auxiliary & Volunteer Services...21 Bank/ATM Machine......................21 Billing/Patient Accounts...............21 Donations & Headwaters Health Care Foundation...........................21 Employee Photo I.D. Security Badges...........................................22 Ethics.............................................22 Food Services/Cafeteria/ Coffee Bar......................................22 Gift Shop.......................................22 Health Records..............................23 Information Desk..........................23 Interpreter Services......................23 Lost and Found.............................23 Mobile Devices & Photography....23 Newspapers, Magazines & Books.........................................24 Organ & Tissue Donation.............24 Parking & Paying for Parking.....24 Patient Meals................................25 Pay Phones....................................25 Safety Drills..................................25 Scent-Free.....................................25 Smoke-Free...................................25 Spiritual Care...............................26 Taxi/Public Transportation..........26 Telephone......................................27 Television .....................................27 Wireless Internet (WiFi)..............27

Expansion and Renovation.............28 Community Supporters Index.........29

Please note that we are constantly changing to meet your needs. Information presented may be subject to change. Headwaters Health Care Centre •


Hospital Information Location Headwaters Health Care Centre (Headwaters) is located at 100 Rolling Hills Drive in Orangeville, Ontario. The hospital is situated on the south east corner of Highway 10 and Highway 9. Both the main and emergency entrances are located off of Rolling Hills Drive.

Contact Us (519) 941-2410

Tranquil and beautiful outdoor spaces for patients, visitors and staff, our Friendship Gardens are maintained by a wonderful and skilled group of dedicated volunteers. Learn more at


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OUR VISION, MISSION & VALUES Our Vision Exceptional Experience Every Time

Our Mission To provide high quality and compassionate care, in collaboration with our partners, to optimize the health of our community.

Our Values CARE * CARE * CARE We are committed to caring in a sensitive, respectful and supportive way for those we serve and those we work with. ASK * SEEK * EXPLORE We promote a culture of learning and innovation to effectively meet the evolving needs of our patients, staff and community. BUILD BRIDGES We work collaboratively within our organization and with our external partners to ensure we provide the best possible standards of health care services.

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OUR PHILOSOPHY OF CARE At Headwaters Health Care Centre, we put our patients first and want our patients, visitors, staff, physicians and volunteers to have an exceptional experience every time.

As a patient, I can expect to… RESPECT

Be treated with dignity, patience and respect


Receive the best care in a safe and well-coordinated way


Be cared for at the right time, by the right member of my health care team, in an equitable way


Have my privacy and confidentiality protected

HAVING A VOICE Be an active participant in my care, my views heard and decisions made collaboratively

As a patient, I understand my role is to… RESPECT

Treat others with dignity, patience and respect


Provide accurate and complete information


Consider the urgent needs of others


Respect the rights, property, and privacy of others

HAVING A VOICE Share the responsibility and ask questions about my care This Philosophy of Care was created with the Headwaters Health Care Centre Community Advisory Council, which is made up of community members, patients, families and visitors.


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admission to hospital Planning your visit and stay will help make your experience more relaxed and trouble-free. If you, a friend or relative needs to stay with us overnight, please consider our list of what to bring and what to leave at home. Please make sure you know where to go and what time to be there.

What to Bring? • Photo identification that clearly shows your name, address and date of birth (e.g. Driver’s License) • Your current Health Card • Proof of supplementary insurance coverage, if you have it. Please bring the certificate or card that shows the name of the insurance company and policy/certificate group plan • Bring all current medications (prescription and non-prescription like vitamins or over-the-counter medications) in their original containers • If you use eyeglasses, dentures and/or a hearing aid, please bring them with you. For your hearing aid, remember to bring along extra batteries and make sure it’s insured • Although we provide patient gowns, you may want your own pyjamas or a nightgown, together with a bathrobe and slippers. • You will also need a toothbrush, toothpaste, facial tissues, shampoo, comb and brush, shaving items, body/hand lotion (unscented items only please) and cosmetics. These products are not supplied by the hospital, but they can be purchased from the Gift Shop or a local retailer

What to Leave at Home? • All valuables such as rings, watches, jewellery, important papers or documents, or items of sentimental value • The hospital is not responsible for money, valuables or other personal property kept in your room, including dentures and eyeglasses

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DISCHARGE & GOING HOME FROM HOSPITAL The information below does not apply to Obstetrics (OBS) patients or patients who are in hospital to deliver a baby. It is important to start planning for discharge (going home) from the hospital as early as possible. Soon after admission, your health care team will start planning ahead to anticipate any care or supports you may require either at home or in another setting following your discharge.

When am I ready for Discharge? A whiteboard is located near your bedside that contains important information like the names of your health care team (e.g. nurse, doctor etc.), messages, appointment times, and a colour-coded discharge planning system. This is your board for the duration of your stay. You and your family can use it to write down any questions you may have or for any reminders etc. A checkmark in one of the coloured circles indicates when your health care team anticipates that you will be ready for discharge. The checkmark will be moved as your readiness for discharge changes.


Your discharge date is more than 3 days away. You may need more tests, treatment or observation. Speak with your health care team about the support you will need to manage your care when you leave the hospital (e.g. oxygen, home care services, equipment, transportation etc.). Let them know about any support you had in place before you came to the hospital.


Your discharge date is 2-3 days away. You and your family will be informed about a discharge plan.


Your discharge is 24 hours (or less) away. You and your family have been informed of the discharge plan by a member of your health care team or Transition Care Worker. Have your personal belongings organized and packed.


You are stable and waiting for alternate care arrangements (ALC). Speak with a member of your health care team if you have any questions or concerns.


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Getting ready to leave the hospital Please arrange to be picked-up by 10:00 a.m. on the day you are being discharged (going home). It is important that you leave your room in a timely manner so other patients can be admitted in a timely manner. Let your health care team know if you are unable to arrange a ride. Patient transportation services are available for a fee. Ensure you have appropriate clothing to leave the hospital. If you do not, please arrange to have someone bring the items you need. Confirm with your health care team that any support, home care services and/or equipment have been scheduled as planned following your discharge. Please make sure to visit Patient Accounts to pay your bill for any costs you incurred during your stay. Patient Accounts is open Monday to Friday, between the hours of 9:00 a.m. and 4:00 p.m. After hours, accounts can be paid at Switchboard (located in the main lobby to the right of the Information Desk).

Departure Checklist Remember to:

• Take all of your personal belongings • Get your health card • Take all of your medications with you • Check-out at the nursing station before you leave the unit. They will remove your patient identification band and provide you with a discharge package. The package may contain your current medications, any prescriptions or appointments scheduled for you. • Review all of your discharge instructions, education materials, scheduled appointments etc. with your nurse. It is helpful to have a family member or friend present when you receive this information. • Make sure all of your questions have been answered about your care after discharge (e.g. medications, diet, activity, follow-up care etc.) and any home care services or equipment you will need.

Discharge Phone Calls Following your discharge, you may receive a phone call (usually within 72 hours after leaving the hospital). Headwaters Health Care Centre •


Central West Local Health Integration Network (CWLHIN) Formerly Community Care Access Centre (CCAC) CWLHIN works with physicians, hospital teams, and other health care providers to help people access the care and support they need, in or close to home. Whether you are being discharged from the hospital or seeking a health care service in your community, a CWLHIN care coordinator can help by assessing your needs and developing a customized care plan that can help you remain safe and independent. To speak to someone from the CWLHIN while in hospital, talk to a member of your hospital health care team. Following discharge, the Central West LHIN can be reached directly at 1-888-733-1177.


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patient safety Headwaters Health Care Centre is committed to patient safety. Please help us keep you safe by following these tips.

Patient Identification An armband will be placed on you when you enter the hospital. This bracelet needs to remain on you for the duration of your stay. Your health care provider will check your identity before providing care or medications.

Medications Be sure to give your health care provider a complete list of all the medications you are currently taking, how much you are taking and how often you are taking them. Include herbal, dietary supplements or over-the-counter medications and any medication allergies. Each time your nurse comes to give you your medication or change your intravenous (IV) medication, ask what medication you are being given. This helps you to be involved in your care and to become familiar with the medications the doctor has ordered. If you receive a medication that looks different from what you normally take, bring this to our attention and please ask questions.

Allergies It is very important for your care and treatment that we know if you have any allergies to drugs/medications, foods, the environment or latex (rubber). This information needs to be included in your health record. Please do not bring latex (rubber) balloons or other latex products into the hospital as they can trigger severe allergies (foil or Mylar balloons are welcome). Headwaters is a scent-free facility so please refrain from wearing perfumes, colognes, and other scented personal care products. All flowers entering the hospital must be low scent.

Prevent the Spread of Germs Cleaning or washing your hands is the single most effective way to prevent the spread of infections and diseases. Everyone is responsible for cleaning their hands at every opportunity- when you and your family enter or leave your room and the unit. Alcohol-based hand rubs (e.g. sanitizers) are the preferred method for cleaning your hands. When hands are visibly dirty, soap and hot water should be used to wash your hands. Headwaters Health Care Centre •


Sometimes patients are placed on “Additional Precautions” in order to prevent the spread of their infection and keep patients, families and friends, and visitors safe. A sign indicating the extra precautions is placed on the wall outside of the patient’s room or on the curtain of their cubical. Please ask a member of the health care team for instructions before you enter the patient’s room. Please do not visit patients if you feel sick, unwell or have symptoms of a cough, cold, fever, stomach virus (e.g. diarrhea or vomiting) or any other contagious disease. If you have any questions or would like more information, please email

Call Bell System When you are admitted, your health care team will show you the call bell system and how to use it, along with your bed controls. The call bell connects you to the nurses’ station and should be used when you require assistance. Call bells are also located in your washroom.


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Floors We encourage you to wear appropriate footwear while here with us. To maintain a safe environment, we try to keep our floors free of objects that might cause you to fall. Please tell a member of your health care team or ring your call bell if your room needs additional attention or if a spill has occurred.

Safety & Quality Information System Headwaters Health Care Centre takes every precaution possible to protect the health and safety of its patients, staff, physicians, volunteers and anyone present at the hospital. In the event of an accident, incident, “near miss” (event that did not cause injury, illness or damage but could have the potential to do so) or injury, we require mandatory reporting through an electronic incident report, our Safety and Quality Information System (SQIS). By doing so, we document and investigate to identify causes and ways of preventing future events. Trends are also reviewed and analyzed for patterns.

Ask Questions Don’t be afraid to ask questions. Asking questions will help you understand:

• What treatment or procedure is being suggested, the risks, benefits and alternatives • What treatment or procedure you received and the outcome • What prescriptions you will need filled • What medications you are on and why • What symptoms and side effects you should watch out for and who to call if something does not feel right • When and how you will get results from tests or procedures • What the results mean for your plan of care • What to eat and do and what to avoid • When you can resume your regular activities

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Honour your Headwaters’ Heroes! Time and again, the caregivers at Headwaters work wonders and perform heroically. Recognize them with a grateful patient gift that keeps on giving, and leads to even better care!

" In honour of my Headwaters’ Hero, I offer:

m $50 m $100 m $200 m Other $________ Paid by: Headwaters Health Care Foundation



______________________________ _____ / _____ Card Number

I would like to direct my gift to: Area of Greatest Need Other ____________________________________

m m

m Cheque – made payable to: m Charge to: m

m I wish my gift to be made anonymously

Expiration date

Ensure your Hero is recognized Please include a note of thanks to a nurse, doctor or other staff member who made your visit or that of a family member even better:



Name on card






m Mr. m Mrs. m Ms. m Dr. m Other _________





Please share my message with the following:

___________________________________________ Address









Postal Code


Canadian Charitable Business #888697794RR0001 A tax receipt will be issued for gifts of $20 or more.


___________________________________________ Email


100 Rolling Hills Drive, Orangeville, ON L9W 4X9 519.941.2702 ext. 2303 • Email:

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PATIENT RELATIONS: Compliments & Concerns We understand that an excellent patient experience involves safe, high quality care, delivered with compassion. In collaboration with our regional partners, we strive to understand what is important to patients in order to provide a more seamless transition between health care providers. At Headwaters, we believe that feedback is a gift. In order to celebrates successes and/or identify areas of opportunity for improvement, we want to hear from you. If you would like to share your experience with us, we encourage you to: 1. Speak with your nurse, physician or member of your health care team 2. Speak with the Charge Nurse, Manager or Program Director of the unit/department 3. Contact Patient Services at ext. 2018

You can also share your feedback in other ways: Patient Experience Call Centre

We contact our patients 48 hours after discharge to get their feedback on their stay and the quality of their care. Patient feedback is incorporated into our action planning for future improvements. Please participate if you are contacted. Your feedback is incredibly valuable.

Patient and Family Advisors

At Headwaters, we have Patient and Family Advisors who share their personal experiences and expertise to help us shape our care planning. If interested, please contact Sandy Critchley at 519-941-2410 ext. 3210, to find out how you can get involved!


You may also visit our website and complete an electronic feedback form:

Write to us

Patient Services Headwaters Health Care Centre 100 Rolling Hills Drive L9W 4X9 Email:

Honour your patient care team

If you would like to make a donation to celebrate our staff, physicians, or volunteers, please visit the Foundation Office, located in the main lobby or visit

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privacy At Headwaters, we are committed to protecting all the personal information you share with us. Any confidential information we collect, use or disclose in providing health care services is handled according to best privacy practices and complies with privacy legislation. Each time you visit the hospital, we collect information about you. The personal health information that we do collect may include, for example, your name, date of birth, address, health card number, health history, results of any tests, records of any previous visits with us and the care you received during your stay.

How do we use or disclose your personal health information? • To treat and care for you

• To receive payment for your treatment and care (from OHIP, WSIB, your private insurer or others) • To administer or manage our internal operations • To conduct quality improvement activities (such as sending patient satisfaction surveys) • To teach our staff • To conduct research and compile statistics (only with your consent) • To fundraise to improve our health care services • To comply with legal and regulatory requirements

It’s your Choice You may access and correct your personal health records, or withdraw your consent for some or all of the above uses and disclosures (subject to legal exceptions) by contacting our Health Records Department ext. 2256. Office hours are Monday to Friday, 8:00 a.m. to 4:00 p.m. You will be asked to fill out a “withdrawal of consent” form. For more information about privacy protection practices or to raise a concern you have about how we keep your information private, please contact us at: Privacy Officer Headwaters Health Care Centre 100 Rolling Hills Drive Orangeville, Ontario L9W 4X9 (519) 941-2702 ext. 2578


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VISITOR INFORMATION & GUIDELINES At Headwaters Health Care Centre, patients come first. Visits from family and friends play a vital role in contributing to a patient’s recovery and are welcome at Headwaters.

When are Visiting Hours? • Headwaters encourages family and friends to visit patients at any time. The hospital does not have specified or restricted visiting hours. • If medical treatment or therapy is necessary, visitors may be asked to wait in one of the lounges. • Visitors arriving between 9:00 p.m. and 6:00 a.m. must check-in at the nursing station. • For the safety of patients, staff and visitors, the main entrance is locked between 11:30 p.m. and 6:00 a.m. During this time, please enter through the Emergency Department and check-in at Switchboard and/or the nurses’ station to receive a visitor badge.

How do I find a patient? • If you do not know the room number or location of the patient you are visiting, please inquire at the Information Desk located in the main lobby or with Switchboard (located to the right of the Information Desk).

Keeping Patients Healthy & Happy • Please do not visit patients if you feel sick, unwell or have symptoms of a cough, cold, fever, stomach virus (e.g. diarrhea or vomiting) or any other contagious disease. • Regular hand washing helps avoid the spread of infection to patients. Wash your hands when you: enter the hospital building, before and after every patient contact, before and after eating, after using the washroom, and when leaving the building. • Headwaters is a scent-free facility. Please refrain from wearing perfumes, colognes, and other scented personal care products. All flowers entering the hospital must be low scent. • Latex (rubber) balloons are NOT permitted as they can cause severe allergies (foil or Mylar balloons are welcome). • Special visitor guidelines may apply in some units of the hospital, such as Critical Care/Intensive Care and the Emergency Department or

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during labour and birth. Please speak to a member of the patient care unit team for more details about visiting in those areas. • Please do not enter rooms marked as requiring additional precautions without first discussing the special care required with the patient care unit team.

General Visiting Guidelines • The privacy and healing environment of all patients and their families must be respected at all times. • Hospital staff can only provide condition updates to one designated family member. • The visitation needs of each patient and family will be assessed and accommodated where appropriate. • For the comfort and safety of patients and staff, disruptive/noisy, inappropriate (including foul language) or aggressive/violent behaviour will not be tolerated. • Visitors who do not comply will be asked to leave the hospital. • Smoking anywhere on hospital property and the possession/use of street drugs and/or weapons are prohibited. • Headwaters reserves the right to limit, restrict or deny visitors based on the needs of the patient, staff or the hospital.


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HOSPITAL PROGRAMS & Services For Inpatients

Complex Continuing Care Critical/Intensive Care Medicine Paediatric Care Palliative Care Respiratory Therapy Surgical Services Women’s Health (obstetrics & gynaecology)

For Outpatients

Diagnostic Imaging Bone Density CT Scan Digital Mammography Nuclear Medicine Ultrasound X-ray

Laboratory (inpatient) Pharmacy

Ambulatory Care Cardiac Monitoring Day Surgery/Minor Procedures Diabetes Education Dialysis Emergency Services (24/7) Endoscopy Oncology/Cancer Care Pulmonary Function Testing Sexual Assault/Domestic Violence

Rehabilitation (inpatient)

Ambulance Services


Occupational Therapy Physiotherapy Recreation Speech-Language Pathology Social Work

Spiritual Care Telehomecare

Partnerships with: • • • • •

Central West Local Health Integration Network (CWLHIN) William Osler Health System Southlake Regional Health Centre Trillium Health Partners Other local community partners to ensure you receive the right care, when you need it, closer to home.

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our hospital services Accessibility & Equity Headwaters Health Care Centre is committed to identifying, removing and preventing barriers that impede an individual’s access to care and services, as well as the challenges and impacts faced by diverse members of our community, to achieve the best health and health care. All entrances, parking lots, elevators, hallways and most washrooms are accessible (and unisex). TTY (teletypewriter or textphone) phones are available to assist the deaf and hearing impaired. Your health care team can help you obtain one from Switchboard.Our Accessibility Plan is located on our website at If you need this information in another format, please contact Administration ext. 2248 and we will work with you to meet your needs.

Accommodation We make every effort to provide you with the type of accommodation you request. The types of accommodation available are: Standard: Four or three beds per room Semi-Private: Two beds per room Private: One bed per room Identify your preference when you register at the time of your arrival. We will make every effort to accommodate your preference. However, medical need is our first priority when assigning rooms, so we may not always be able to fulfill your request. If you have supplementary insurance (e.g. through your employer or other private insurance) check with your insurance company to determine your coverage level. Some plans will cover the entire cost of Private accommodations, while some will only cover a portion, leaving you responsible for the rest. Private rooms are limited in supply and must be used for patients who require additional precautions for an infectious disease or medical condition. Please note, if you are assigned a Private or Semi-Private room, you may be relocated at any time of day or night if another patient’s medical condition necessitates. If this has to occur you will be given notice and a reasonable explanation. Our staff will then attempt to allocate you the next available private or semi-private room.


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If you have any questions, please call Patient Accounts at ext. 3202. Patient Accounts is open Monday to Friday from 9:00 a.m. to 4:00 p.m. After hours, accounts can be paid at Switchboard (located in the main lobby to the right of the Information Desk).

Auxiliary & Volunteer Services We have a dedicated group of volunteers who work throughout all areas of the hospital from the information desk to various patient care departments to help ensure an exceptional experience every time. Our volunteers are the heart of the hospital. If you are interested in volunteering, please contact (519) 941-2702 ext. 2268.

Bank/ATM Machine A 24-hour bank machine is located in the main lobby behind the information desk, next to the vending machines. A portion of the proceeds from ATM transaction fees are directed to the hospital for the purchase of much needed equipment.

Billing/Patient Accounts During your stay, you can expect to incur some extra costs not covered by OHIP or other insurance (for example, room upgrade, walking aids, ambulance service, or Telephone/TV). Bills may be paid at Patient Accounts, located in Administration on the lower level of the hospital. Patient Accounts is open Monday to Friday from 9:00 a.m. to 4:00 p.m. After hours, accounts can be paid at Switchboard (located in the main lobby to the right of the Information Desk).

Donations & Headwaters Health Care Foundation Headwaters Health Care Centre’s ability to provide consistent, high-quality, patient-centred care is directly dependent upon the ongoing support of our community. Every piece of clinical equipment used at Headwaters to provide patient care is funded by donor dollars – not government funding. You may choose to support the highest priority equipment needs or a specific department or program. Here’s how you can give: • In person (Foundation office is located in the main lobby) • Online at • By mail: 100 Rolling Hills Drive, Orangeville, Ontario L4W 4X9 All donations are confidential and will be recognized (unless you request anonymity) through Headwaters Health Care Foundation’s donor recognition Headwaters Health Care Centre •


program. Gifts are eligible for a receipt for income tax purposes to the full extent provided by the Canada Revenue Agency. If you have any questions, please call Headwaters Health Care Foundation at (519) 941-2702 ext. 2303.

Employee Photo I.D. Security Badges All staff, physicians, students, and volunteers are required to wear a photo identification badge that includes their name and a title description of their position.

Ethics Our Ethicist is “on call” and available to help staff, patients and/or their families in situations where there are questions or concerns involving consent, capacity, substitute decision making, and advance directives.

Food Services/Cafeteria/Coffee Bar The Cafeteria/Café (located on the lower level) is open Monday to Friday from 7:30 a.m. to 2:30 p.m. (grill closes at 2:00 p.m.), Saturday, Sunday and holidays from 9:30 a.m. to 1:30 p.m. (grill closes at 1:00 p.m.). The Coffee Bar (located in the main lobby) is run by volunteers and all proceeds are directed to the hospital. Vending machines with snacks, sandwiches, hot and cold drinks are located inside the Cafeteria/Café (located on the lower level). Vending machines with snacks and cold drinks are located in the main lobby behind the information desk, next to the Bank Machine/ATM.

Gift Shop The Gift Shop is located in the main lobby, across from the Coffee Bar, and is run by volunteers. All proceeds are directed to the hospital. Various items for your stay like toiletries, gifts, cards, magazines snacks, and fresh scent-free flowers are all available in the gift shop. Vendors are also onsite intermittently outside the cafeteria (located on the lower level) with a wide selection of goods, jewellery, fashion items, and beauty products. If you are interested in becoming a vendor, please contact (519) 941-2702 ext. 2268.


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Health Records If you would like a copy of your Headwaters Health Care Centre health record, please go to Health Records (located on the lower lever) to complete a request f orm. You may access and correct your personal health records, or withdraw your consent for some or all uses and disclosures (subject to legal exceptions) by contacting our Health Records Department. Office hours are Monday to Friday, 8:00 a.m. to 4:00 p.m. or please call (519) 941-2702 ext. 2256. Please also read the section on Privacy enclosed.

Information Desk The information desk is located in the main lobby and is run by volunteers. It is typically open Monday to Friday from 8:00 a.m. to 4:00 p.m. If the information desk is closed, please use the phone located on the desk and dial 0 for assistance or directions.

Interpreter Services Headwaters Health Care Centre provides language interpretation services 24/7 for our patients and their families. Please let us know if a language interpreter or an American Sign Language (ASL) interpreter is needed. Documents can also be interpreted and provided in other languages.

Lost and Found If you have lost an item or you would like to report a found item, please visit our Switchboard & Security Office located in the main lobby, across from the Information Desk.

Mobile Devices & Photography Patients and visitors can safely use mobile devices (cell/smart phones) in public areas of the hospital such as main lobbies, cafeteria, waiting areas and most patient rooms. Use may be prohibited in the Critical Care Unit, Labour and Delivery, Diagnostic Imaging, and in all treatment areas of the Emergency Department. Please turn off your devices before entering these areas. To respect and protect the privacy and confidentiality of all patients, visitors, staff and volunteers, Headwaters Health Care Centre does not permit recording voice, capturing photos or recording videos whole on hospital property except with the express (i.e. written) approval of anyone who would be included in the recording, photo or video. Headwaters Health Care Centre •


Newspapers, Magazines & Books Local and national newspaper boxes can be found just inside the main entrance doors (off the main lobby). Magazines are also available for purchase in the Gift Shop. Previously read books are available for a small donation benefiting the hospital. One library is located in the main lobby, beside the Coffee Bar. Two libraries are located on the lower level: 1) outside Health Records and 2) outside E-Wing.

Organ & Tissue Donation There is a great need for organ and tissue donors in Ontario. Talk to your family about organ and tissue donation, your decision can make a difference. For more information, please contact Trillium Gift of Life Network at 1-800263-2833 or

Parking & Paying for Parking Parking is available in either the lot off the main entrance or in the lot off the emergency entrance. Both lots are automated. Two drop-off/pick-up spots are also available near the main entrance (for a maximum of 15 minutes). Headwaters Health Care Centre also has designated parking for our dialysis patients near the dialysis entrance. For our current parking rates – including visitor cards for a week of unlimited parking – please check our website at A value card is also available for our pain clinic, arthritis, cardiac wellness, dialysis and oncology patients. Please contact Parking at ext.2013 or visit them in the Switchboard/Security Office (located in the main lobby across from the Information Desk) to arrange for a visitor or value card. Please bring your parking ticket with you into the building. An automated pay station is located in the main lobby next to the main entrance. Once you have paid, you will use your ticket to exit the lot (within 15 minutes of payment). Money raised through parking lot revenues is used to fund patient services at the hospital.


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Patient Meals While you are in hospital, Nutrition Services will provide three nutritious meals per day, in accordance with your physician’s diet order. Meals are served via a tray service.

Meal Time Deliveries:

Breakfast: 8:00 a.m. - 8:20 a.m. Lunch: 11:50 a.m. - 12:15 p.m. Dinner: 4:50 p.m. - 5:15 p.m.

If you have any nutritional concerns, food allergies or special dietary needs, please ask a member of your health care team to arrange for a visit from Nutrition Services.

Pay Phones Pay phones are located in the main lobby behind the information desk next to the Bank Machine/ATM and on the lower level outside the entrance to Obstetrics and D-Wing.

Safety Drills While you are here, you may hear the fire alarm or various emergency codes. Our staff practice regularly scheduled emergency and fire safety procedures. This is our way of ensuring we are prepared in the event of a real emergency. Should a real emergency exist, you will be informed and a trained staff member will assist you. Fire exists are clearly marked throughout the hospital.

Scent-Free Due to increased allergies among the public, patients, and staff, our hospital is a Scent-Free environment. We ask that staff, physicians, volunteers, patients and visitors refrain from wearing perfumes, colognes, and other scented personal care products (hairspray, aftershave). All flowers entering the hospital must be low scent as well.

Smoke-Free Headwaters Health Care Centre has a responsibility to promote a healthy lifestyle and prevent disease. To ensure a safe and healthy environment for patients, staff, volunteers and the public, we have a smoke-free policy to prevent exposure to second-hand smoke. Headwaters Health Care Centre •


Tobacco use – including electronic cigarettes – is prohibited in or on all hospital property. This includes hospital grounds, buildings, vehicles, parking lots, gardens and leased community sites (Medical Clinics). Our smoke-free policy applies to all persons on hospital property, including staff, physicians, volunteers, students, patients, visitors, contractors and any other person acting on behalf of the hospital or using hospital facilities.

Spiritual Care Members of the Spiritual Care team are available to provide a supportive and listening service. Their purpose is to help patients and their families identify and connect with sources of hope, strength and inspiration. Spiritual Care is available to help those who are experiencing the stresses that come with illness or injury. Spiritual Care at Headwaters Health Care Centre is provided by dedicated volunteer lay chaplains who serve under the direction of the Spiritual Care Program. Upon admission, you will be asked if you would like spiritual support. You may also ask a staff member or call ext. 2710 to request a visit from a lay chaplain. If you prefer for your own clergy or priest to visit, you or your designate will need to make the arrangements.

Taxi/Public Transportation If you need a taxi, please let your health care team know and they will arrange for one to pick you up (at your expense). Alternatively, please ask at the information desk in the main lobby and they will arrange for one to pick you up. An Orangeville Transit System bus stop is located outside the main entrance. Transit service is offered every day except Sundays and holidays. The hours of operation for Monday to Saturday currently are from 7:15 a.m. to 6:15 p.m. Please check with the Town of Orangeville Transit to confirm their hours of operation and transit fee.


Headwaters Health Care Centre •

Telephone A telephone is located beside most beds for a small fee. Patients are responsible for long distance charges. The service is available upon request. Please contact Switchboard by dialing 0 to order your phone. Please remember to visit Patient Accounts in Administration (lower level) upon discharge to settle your bill and let your family and friends know when you’re leaving so the next patient doesn’t receive your calls.

Television TV rental is available through Hospitality Network. Special rates for our longer term patients are available. To order your TV service, call 1-866-223-3686. A portion of the revenue from rental services is returned to us and reinvested in caring for you.

Wireless Internet (WiFi) Wireless internet is provided to our guests throughout the hospital. When choosing a network, select HW_GUEST. A password is not required.

Headwaters Health Care Centre •


expansion and renovation Headwaters is embarking on an exciting expansion and renovation project that will add more space to meet the health care needs of our growing community. This is the first time the hospital has added new space since opening in 1997. The project will add a modern, 8,700 square foot Ambulatory Care Centre that will house important services like chemotherapy and oncology, dialysis, infusion clinics, minor procedures like stitches and biopsies. The new Ambulatory Care Centre is scheduled to open in July 2017. Along with this new space, the hospital is also undergoing renovations in existing space to add another operating room, improve reception, and expand pre- and post-surgical recovery areas. These renovations are expected to be completed mid-2018. As a result, there may be some service disruptions and closures around the hospital during the renovation and expansion work. We apologize for any inconvenience. For more information on our expansion and renovation projects, please visit our website at


Headwaters Health Care Centre •

community supporters index 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.


Medical Equipment & Supplies


Member of Parlament

Diagnostic Imaging







Respite Care / Short Term Stays

MyHealth Centre..........................35 Credit Creek Dental.....................33 MyHealth Centre..........................35 Doctors of Optometry....................34 Orangeville Family Footcare........30 Hearing Sciences..........................32

Hearing Aids

Hearing Sciences..........................32

Home Health Care

Bayshore Home Health................30 Comfort Keepers...........................32

Ontario Home Health...................32 David Tilson, MP..........................32 Orangeville Memorials.................35 Doctors of Optometry....................34 Jeffers Pharmacy..........................31 Avalon Care Centre......................30 Lord Dufferin Centre Retirement Residence...................34

Retirement Residences

Lord Dufferin Centre Retirement Residence...................34

Home Health Care Products

Jeffers Pharmacy..........................31

Home Oxygen

Ontario Home Oxygen & Respiratory Services Inc...........32

Home Support Services for Seniors

Dufferin County Community Support Services...........................32

Legal Services

Patricia L. Sproule Ward Law Office..............................................30

Long Term Care

Avalon Care Centre......................30

Headwaters Health Care Centre •


Better care for a better life

Home care designed especially for you OUR CLIENTS SAY it’s the compassion and professionalism of our independence and dignity in the comfort of their own homes. Find out how a personalized care plan can help you or your loved one. In Orangeville, Fergus and Elora, please call

519.843.6731 / 1.866.443.6731

• Nursing • Funding Investigations • Personal Care • Free Assessments • Home Support • Companionship • 24 Hour/7 Day Service


L aser

Chiropodist/Foot specialist Covered by most extended health Care Plans treatments I nclude : • General Foot Care • Corns , Callus, Warts • Ingrown & Fungal Nails • Heel & Arch Pain (Plantar Fasciitis) • Diabetic Foot Care • Sports Medicine • Pediatrics • Gait Scan • Pedicures • Orthotics • Orthopedic Shoes • Laser Treatments




bolton: 63 King St. W, 905.857.FEET (3338) orangeville: 244 Broadway, 519.942.9433


Patricia L. Sproule Ward, B.B.A., LL.B

Have Clearer nails witH just one treatment as reCommended on

Patricia L. SProuLe Ward

real estate | Wills | Continuing Power of Attorney for Property | Power of Attorney for Personal Care | estate Administration Corporate Commercial Law


P.O. BOx 67 | 30 MiLL St. | OrAngeviLLe, On

T h e AvA l o n c A r e c e n T r e

Long Term Care Services 355 Broadway | Orangeville, ON | 519.941.5161 Helping Hands – Caring Hearts!


For more information & testimonials, please go to

Headwaters Health Care Centre •

Serving Orangeville &Area Since 1912

Proudly Celebrating

Over 100 Years

Our ServICeS InCluDe:

M edsChecks

•Wearealwayswillingtotalktoyouaboutyourmedications.Schedule aMedsCheckforaone-on-onereviewofyourmedicationswithoneof ourpharmacists.Feelfreetogiveusacalltomakeanappointment.

Packaging Opt ions

•Rememberingtotakeyourmedicationscanbeachallenge.Wehave afulllineofcompliancepackagingoptionstoassistinthisregard.Give usacalltofindoutmore.

F ree In-t own Delivery


H o me Healt h Care & Patient Aid s

•WehaveafulllineofHomeHealthCareproductsandPatient Aidsavailable.

C ert ified St ocking Fit t er

•WehaveonstaffaCertifiedStockingFitterforfittingofcompression stockings.Callustomakeanappointment.

One elizabeth Street | Orangeville, On | 519-941-1230 MOnday - Friday 9:00 aM - 8:00 PM Saturday 9:00 aM - 5:00 PM Sunday 11:00 aM - 3:00 PM

Please visit our website for more information

Headwaters Health Care Centre •


Bringing Care Home 167 Centre St., Shelburne, ON | 519.925.5452 |

We offer programs to seniors over the age of 65 and disabled adults. • Transportation • Friendly Visiting • PSW • Meals on Wheels, • Home Help, Transportation both hot & frozen Home Maintenance Escort • Adult Day Program & Respite • Bridging You Home • Congregate Dining • Bathing Program • Assisted Living Dufferin County Community Support Services is funded by the Central West Local Health Integration Network and the County of Dufferin. Visit for more information.

David Tilson, MP Dufferin - Caledon

Trouble Hearing? FREE, no obligation hearing tests provided by certified hearing professionals for adults ages 18 and older.

229 Broadway Unit #2 Orangeville, ON L9W 1K4

Already wear hearing aids ? Get 3 months of batteries for FREE – No purchase necessary!

Telephone: 1-866-941-1832 519-941-1832 E-mail:

54 First Street Facebook / DAVIDTILSONMP

Promo Code: MAG-USP-HPIG

Call Toll-Free 1-888-625-0094

• Home oxygen therapy, nasal CPAP and respiratory supplies • Wheelchairs, walkers, scooters and walking aids • Ceiling track lifts, patient lifts and ramp systems • Stair life, porch lifts, elevators • Bathroom safety equipment • Hospital beds and over-bed tables • Ostomy and incontinence control products • Compression stockings and garments • Aids for activities of daily living • Medical/surgical supplies • Sport and work bracing • Therapy supplies • Enteral feeding equipment and supplies


Headwaters Health Care Centre •


66 Delhi Street tel 1.519.821.9519


1515 King St. E., Unit #116 tel 1.519.624.7587


180 Ontario St. tel 1.519.273.5770


170 Lakeview Ct., Unit #4 tel 1.519.941.1127

Toll Free Fax 1.866.388.7681

New Patients & Emergencies Welcome OPEN EvENiNGs & WEEkENDs FREE Mouth Guards For All Our Patients

For All Your Family Dental Needs • • • • •

Laser Dentistry Implants Root Canals Dentures Laughing Gas

• • • • •

Digital X-Rays Orthodontics Extractions Cosmetic Fillings Sleep Apnea and Snoring Appliances

519.940.1119 163 First Street, Orangeville, ON

Headwaters Health Care Centre •


vision examination | Contact Lenses Services | laser vision assessment | eye glasses Eyes Orangeville – Dr. Orr and Dr. Brodie Optometrist Office offer Comprehensive adult and pediatric eye exams using advanced diagnostic technology and complete range of vision correction options: Lasik evaluations including post-op care, a full range of contact lenses and a modern optical boutique offering the latest in frame styles and lens technology. e a r ly m o r n i n g a n d e v e n i n g a p p o i n t m e n t s a v a i l a B l e

MOnDay: 9:00 aM – 7:00 pM TuESDay – ThurSDay: 8:00 aM – 5:00 pM FriDay: 8:00 aM – 1:00 pM

230 Broadway


orangeville, on.

PlEasE visit Our wEbsitE fOr mOrE infOrmatiOn likE us On facEbOOk


519 941 3770

Dr Orr & Dr brodie Optometrists Orangeville

LORD DUFFERIN CENTRE Retirement Residence

Located within steps of downtown Orangeville, we offer exceptional retirement living, your way… every day! Family Owned and Operated since 1998

519-941-8433 | 32 First St., Orangeville L9W 2E1 For more information visit:

We are...


print, design

&web ...if you can THINK it, we can INK it! Tel.: 613-475-2927 • 800-339-5662 15681 Hwy 2, Brighton ON K0K 1H0

See this publication and more at: Quality Healthcare Publications


Headwaters Health Care Centre •

Free Parkin g (Formerly tulip diagnostiC imaging)

C a r d ia C C o n s u ltat i o n a n d d iag n o s t i C s e rv i C e s Urgent consUltation available with cardiologist on site

• ECG • Echocardiography • Exercise stress test • Holter and Blood Pressure Monitoring • Myocardial Perfusion Imaging • Ventricular function

Serving Orangeville and SurrOunding cOmmunitieS fOr Over 20 yearS Ph


toll Free




1 - 229 broadway, orangeville, on

Headwaters Health Care Centre •


Headwaters Health Care Centre Patient Services Information Guide - Orangeville, ON  

Headwaters Health Care Centre Patient Services Information Guide - Orangeville, ON