Queensway Carleton Hospital Patient Handbook

PATIENT HANDBOOK

TA K E M E HO M E!

QUEENSWAY CARLETON HOSPITAL IS A SMOKE-FREE AND SCENT-FREE ENVIRONMENT

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17 Lombardo Drive | Kanata, Ontario | K2L 4E8 Phone: 613-592-5772 | Email: info@fairfieldmanor.ca

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Welcome to Queensway Carleton Hospital

To our patients, their families and visitors: On behalf of the staff, physicians, students, and volunteers, welcome to Queensway Carleton Hospital.

QCH is a patient-centered and family-focused hospital. We are committed to providing care in an environment where patient safety is our first priority. We want your experience at Queensway Carleton Hospital to be a positive one, which is best achieved through a partnership based on two-way respect, responsibility, and accountability.

Our dedicated team of health care professionals serves an everchanging and growing population. Over the past several years, QCH has grown significantly in response to the needs of our community and it’s our goal to continue to be the hospital of choice where patients receive exceptional care and where health care professionals choose to deliver that care.

We invite you to read through this Patient Handbook at your convenience and familiarize yourself with what you can expect during your stay in hospital. Being informed and involved ensures that you play an active role in your own health care journey.

Sincerely,

Tom Schonberg President and CEO

People First. Caring Always.

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Table of Contents QCH Vision, Mission and Values.......... 5 Patient Bill of Rights and Responsibilities..................................... 6 Protecting the Privacy of Your Personal Health Information......... 8

Hospital Information Quick Guide

Admissions........................................... 9 Allergy Alert – Fragrance Sensitive Environment........................................ 10 Bank Machine..................................... 10 Cafeteria ............................................ 10 Call Centre.......................................... 10 Finance Cashier................................. 10 Fire Alarms and Exits......................... 11 Information Desk................................ 11 Lost and Found................................... 11 OC Transpo........................................ 11 Washrooms........................................ 11 Key Phone Numbers........................... 12 What to Bring for your Hospital Stay...................................... 12 Clothing.............................................. 12 Personal Care Items........................... 12 Medications........................................ 13 Valuables............................................ 13

Hospital Information Quick Guide: Clinical Information

Your Plan of Care............................... 14 Preventing Blood Clots....................... 14 Recovery Connections....................... 15 Clean Hands and Hand Hygiene........ 15 Patient Safety..................................... 16 Goals of Care..................................... 17 Nursing Bedside Shift Report............. 18 Intentional Rounding........................... 19

Additional Information on Hospital Services and Resources

Champlain Community Care Access Centre.................................... 20 Consent for Treatment........................ 20 Discharge Information........................ 21 Electrical Appliances.......................... 21 Food Services.................................... 21 Geriatric Day Hospital.........................22 Geriatric Outreach Assessment Team...................................................22 Gift and Book Cart..............................22 QCH Gift Box......................................22 Volunteers........................................... 23 Parking and Parking Rates................. 23 Patient Email and Mail ....................... 24 Patient and Family Relations.............. 24 Patient Telephone and Television Rental................................................. 25 Patient Transportation......................... 25 Pet Visitation....................................... 26 Protection Services (Security)............ 27 Smoke-Free Environment................... 27 Spiritual Care...................................... 27 Taxi Service........................................ 28 Tim Hortons........................................ 28 Vending Machines.............................. 28 Visiting Patients at QCH..................... 28 Your Health Care Team...................... 31 QCH Foundation.................................34 QCH Champions of Care Donation Form....................................36 Healthcare Costs at QCH................... 37

Community Supporters.... 46

Please note: We are constantly changing to better meet your needs.

Information presented in this directory may be subject to change.

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OUR VISION

We will be the hospital of choice, recognized for our exemplary patient care, people and performance in an environment of innovation and strategic partnerships.

OUR MISSION As a patient and family-centred hospital: • We provide a broad range of acute care services to the people of Ottawa and the surrounding region.

• We respond to the needs of our patients and families through our commitment to exemplary performance, accountability and compassion.

• We partner with other health care and community service organizations to ensure coordinated and integrated care.

• We actively promote a learning environment in which our staff, physicians, students, and volunteers are progressive and responsive.

• We are an active teaching partner with colleges, universities, and other healthcare programs.

Our Cornerstone Programs are: • • • • • • • •

Emergency Services Medical Services Surgical Services Critical Care Services Geriatric Services Acute Rehabilitation Services Childbirth Services Mental Health Services

OUR VALUES • Accountability • Innovation • Respect

People First. Caring Always.

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Patient Bill of Rights and Responsibilities PATIENT BILL OF RIGHTS Queensway Carleton Hospital’s Patient Bill of Rights and Responsibilities are guiding principles and behaviors that our staff strive to achieve in their relationships with you, your families and care partners. We will respect your right to:

Your Information: • Receive your health care information in a clear, accurate, and complete way.

• Review your health records, following established procedures and within a reasonable time frame.

• Be clearly informed of the expected outcome, benefits, and risk of each treatment option and test.

• Be informed as quickly as possible of any incident which has occurred during the delivery of services which has resulted in unintended implications to your health, and the measures that the hospital intends to put in place to avoid a recurrence of such an incident.

• Protect your information consistent with the laws governing privacy in Ontario.

Delivering quality care, with dignity and respect: • • • • • •

Receive the best care that we are capable of providing.

Know the names and functions of the members of your health care team.

Be treated with courtesy and respect.

Be free from discrimination and harassment.

Be an active participant in your own care.

Be listened to and have time to ask questions or express concerns without anxiety.

• Be screened for multi-resistant organisms (germs) for your own safety and that of others.

Choice: • Accept or refuse any medications or treatment once you have received all the necessary information you need to make an informed decision.

• Change your mind, start or stop treatment.

• Participate in the decision making process to decide your plan of care.

• Choose a Substitute Decision Maker of your choice and according to legislation, who will speak and act on your behalf, if for any reason you become unable to act for yourself.

Support: • Receive social, emotional, and spiritual support of your choice within the hospital setting.

• Be accompanied by 1 or 2 care partners of your choice within the restrictions of safety.

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Respecting your privacy: • Receive your treatment in as private a setting as is possible within the hospital.

• Have the collection, use, and disclosure of your personal health information handled in a secure and confidential manner.

• Be asked to sign a consent form if your personal information needs to be shared with any party other than those listed on our privacy signage, posted throughout the hospital.

PATIENT RESPONSIBILITIES To Patients, Families, and Representatives: • Mutual respect and cooperation are essential to the delivery of quality health care. In order to successfully meet your health care needs, we ask that you and/ or your representative(s) please: • Provide all necessary information as requested by your health care team and notify them of any changes. Ask questions about your illness and treatment and let us know if the answers are unclear.

• Provide the hospital with a copy of a written advance directive if you have one.

• Follow your treatment or care plan to the best of your ability. Ask for whatever information is necessary to make an informed choice and share your decision with people close to you. Keep in mind that “best care” does not always mean “the most aggressive treatment available.”

• Be prepared for medical tests and understand that they may not be carried out if preparatory instructions were not followed.

• Respect the rights of others to access hospital care when required and cooperate with the healthcare team to arrange for a prompt discharge once the physician and health care team determine that you no longer require the services of the hospital.

• Respect the rights of others for quiet and privacy and be courteous and respectful of the staff and other patients who you come into contact with.

• Keep appointments and pay applicable fees for missed appointments or services that are not covered by OHIP or your private insurance.

• Provide the necessary medical insurance or other coverage information so that the hospital may appropriately apply necessary charges.

People First. Caring Always.

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Protecting the Privacy of Your Personal Health Information

We understand that your health information is personal and must be protected.

For these reasons we will: • Provide the best possible level of confidentiality around the collection, use and disclosure of your personal health information.

• Collect only necessary information and use that information solely for the care and treatment you are seeking.

• Disclose only information necessary for the delivery of your care and the management of the health care system. This could include sharing information with your family doctor, a laboratory, another health care provider, your health insurance plan, or regional/provincial electronic patient records system. This could also mean disclosing information to comply with legal and regulatory requirements (i.e. the Mental Health Act), research requests, patient satisfaction surveys, QCH fundraising and teaching or statistical requirements.

• Ask your permission before disclosing any of your information for purposes not related directly to the above. We will also respect your right to withdraw your consent to use your information for purposes not required for legal or regulatory requirements.

• Recognize your right of access to your health information when you request it and provide copies for a fee.

• Recognize your right to review your personal health information with a member of our staff during your stay.

• Respond to your questions or concerns about the way we handle the privacy of your personal health information.

Chief Privacy Officer 613-721-2000 Ext. 2915

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Hospital Information Quick Guide This Hospital Information Quick Guide is intended to provide a brief overview of the information most pertinent to you and your Care Partners during your time in hospital. Headings are in alphabetical order for quick and easy reference.

More detailed hospital information can be found starting on page 20.

Admissions

Patient Registration/Admitting is located on the main level, straight and to the left of the main entrance. Volunteers in the front lobby can direct you to the desk.

You will be asked: • • • • •

Your name and current address Your Family Physician’s name Provincial health card number Method of payment (ie: credit card number) Details specific to your health insurance coverage if you are requesting semiprivate or private accommodations • Name and contact information of your substitute decision maker (if applicable) • Religious affiliation to support religious or cultural needs with your care and to facilitate visits from your faith community

People First. Caring Always.

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You will also be informed about our Mixed Gender Bed Assignment Policy which ensures the efficient use of our inpatient beds. Patients may be admitted or transferred to a bed in a room where the other patient(s) are of the opposite sex. You will be informed by your nurse if this situation should occur.

(For more information, see Mixed Gender Bed Assignment on page 40.)

PLEASE NOTE: A wrist bracelet will be given to you upon admission for Day Surgery, Child Birth or a hospital stay. You are required to wear it at all times while at the hospital.

Allergy Alert – QCH is a Scent-Free Environment

All patients, visitors and staff are asked to refrain from wearing perfumes, colognes and personal care products that are highly scented such as deodorants, aftershave, hair products, shower gel, body powders and lotions. Flower arrangements must have low-scent.

PLEASE NOTE: Flowers are not permitted in the Intensive Care Unit (A3).

ATM Machine

There are two ATM machines at QCH - one located at the Main Entrance and a second located next to Tim Hortons. A portion of the transaction fees are donated back to support patient care.

Cafeteria

Located on Level 1, the cafeteria provides breakfast and lunch service, Monday to Friday, from 7:00 a.m. to 2:00 p.m. They provide a health-conscious selection of hot and cold breakfast options, soups, daily lunch specials, snacks, salad bar and fresh deli bar along with self-serve hot beverages. Outside of cafeteria hours, vending machines are available in the cafeteria and in the Emergency Department (Level 2).

Call Centre

Call Centre Agents are available to assist visitors when the Information Desk is closed. The Call Centre is located around the corner from the Main Entrance (past the Information Desk and to the left, adjacent to the QCH Foundation).

Finance Cashier

If you plan to make hospital payments in person using debit, cash, cheque or credit card, please visit the cashier desk between 8:30 a.m. and 4:00 p.m., Monday to Friday. The Cashier is located just past the Information Desk and to the left. For more information about methods of payment, please refer to page 38.

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Fire Alarms and Exits

Fire exits are clearly marked on each floor. Upon hearing a fire alarm, please return to your room with any family or visitors. Staff on your unit will inform you if any action is necessary. If you are in the cafeteria, please stay there until “ALL CLEAR� is announced.

Information Desk

Located at the Main Entrance, volunteers at the Information Desk are available to offer directions and room numbers to patients and visitors, Monday to Friday, 8:00 a.m. to 4:00 p.m. During off-hours, Call Centre Agents (located past the Information Desk and to the left, adjacent to the QCH Foundation) are available to assist.

Lost and Found Items

Lost one of your belongings? Inform a member of your care team or contact ext. 1701. Found items will be kept for a period of two months.

OC Transpo

The hospital is serviced by OC Transpo routes 97, 118 and 152. Visit OC Transpo online to plan your visit.

Washrooms

Public washrooms are located throughout the hospital and clearly designated by signage. Washrooms at QCH are designated senior-friendly and are fully accessible. Washrooms located near the Main Entrance as well as those in the Childbirth Centre and Emergency Department are equipped with diaper changing stations.

PLEASE NOTE: Washrooms located in patient rooms are not for public use.

People First. Caring Always.

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KEY PHONE NUMBERS

Queensway Carleton Hospital: 613-721-2000 Queensway Carleton Hospital Foundation: 613-721-4731 After Hour Manager – 613-721-2000 or dial “0” from in-patient units Champlain Community Care (Home Care) – ext. 3765 Geriatric Day Hospital – 613-721-3808 Geriatric Outreach Team – 613-721-0041 Lost and Found – ext. 1701 Financial Services – 613-721-4704 Patient Relations Ombudsman – ext. 5655 Recovery Connections – ext. 2860 Rental Services – ext. 2200 Social Work – ext. 3750 Spiritual Care – ext. 6600 Weekends and holidays - 613-721-2000 or dial “0” from in-patient units

What to Bring for your Hospital Stay PERSONAL BELONGINGS Please bring only the minimum personal belongings (clothing, personal items, etc.) with you to hospital. Your planned stay will be short, patient rooms are small, and there is limited storage. Please label all personal belongings with the patient name prior to admission. If you will be staying in our Childbirth Unit, please refer to the Childbirth Program link on our website for a list of items to bring.

CLOTHING • Personal pajamas/dressing gowns • Non-slip, full-back slippers or walking shoes PLEASE NOTE: Pajamas and dressing gowns must be washable and worn above the ankles to avoid trips and falls. Hospital gowns are recommended if patients have drains or tubes.

PERSONAL CARE ITEMS • Toothbrush • Toothpaste • Hairbrush • Shaving supplies

• Make-up • Lotions • Soap and shampoo • Visual aids

• Eyeglasses • Hearing aids • Dentures • Canes or walkers

PLEASE NOTE: All personal care products should be unscented. Electrical appliances such as hairdryers, curling irons, electric heating pads, and blankets are not permitted. Please see the section titled “Electrical Appliances” on page 21.

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MEDICATIONS • All medications (prescriptions, over the counter and herbal) • Inhalers • Eye drops • Ointments and creams PLEASE NOTE: All medications should be presented in the original packaging or bottle. During your hospital stay, only medications prescribed by your hospital physician may be taken. Any patient who has received a Laboratory Blood Transfusion Caution Card from ANY lab, must present the card upon admission or to a member of your health care team.

VALUABLES • Health card • Credit card PLEASE NOTE: All other valuables should be left at home. If you find yourself admitted to hospital unexpectedly, please have a loved one take your valuables home. It is recommended that you have a credit card to aid in payments as well as telephone and television rental.

People First. Caring Always.

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Hospital Information Quick Guide: Clinical Information Your Plan of Care: Clinical Pathways Your hospital stay may follow a plan of care called a “Clinical Pathway.” A clinical pathway is prepared so that you, your family, and all members of your health care team know your plan of care, including what tests, treatments and diet you require as well as the education and planning necessary for discharge. Please ask your nurse or member of your health care team if you have questions.

Preventing blood clots in hospital

Admission to hospital for certain surgeries or medical illnesses can increase your risk of developing blood clots. Deep vein thrombosis, formed in a deep vein in the leg or pelvis, and pulmonary embolism, often identified by chest pain or sudden shortness of breath, are two of the most common blood clots that form.

Your physician will take steps to reduce your risk of developing a blood clot while you are in the hospital. These may include the following: • Blood thinning medication in the form of a daily injection.

• Compression stockings to improve circulation and reduce the risk of clots.

• Sequential compression devices which are leg wraps (from your ankle to your thigh) that can improve blood flow with gentle pressure on the leg.

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If you develop any of the following symptoms during your hospital stay or after discharge, please seek medical attention immediately.

Possible signs and symptoms of Deep Vein Thrombosis: • pain in your leg • swelling in your leg • warm and/or discoloured skin

Possible signs and symptoms of Pulmonary Embolism: • new shortness of breath • pain in your chest and/or ribs which is worse when you take a deep breath • coughing up blood

You can help reduce your risk of developing a blood clot!

• Resume physical activity and walking as soon as your doctor permits.

• Drink plenty of fluids if permitted.

• Report any chest pain, shortness of breath, or pain or swelling in your leg to a member of the health care team immediately.

Recovery Connections

This regional program, with support from Psychiatric Survivors of Ottawa, is intended to provide family peer support to those accessing the inpatient Mental Health Unit at the hospital. To find out more, contact 613-721-2000 ext. 2860.

Clean Hands Prevent Infections Did you know? The primary way germs are spread is on people’s hands.

Your care providers must clean their hands. As a patient, you have the right to ask your health care providers to wash their hands. That includes your doctor, your nurse, and anyone else who comes into your room to provide care.

How can your visitors help to prevent infections?

1. Postponing their visit if they have experienced cold or flu-like symptoms at any time in the past 72 hours.

2. Clean their hands with alcohol-based hand sanitizer frequently to stop the spread of infection. Clean hands when: • Entering and exiting the hospital • Entering and exiting the patient’s room • Touching the patient or his/her surroundings

People First. Caring Always.

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Patient Safety begins with YOU Your Health Care, Be Involved Queensway Carleton Hospital is committed to safe, quality care for patients. Safety is everyone’s responsibility and we take it very seriously. We do not permit violent behaviour of any kind. At QCH, we have a Violence Prevention Program: • By law, we must inform staff when there is a risk of violence.

• By keeping everyone safe and informed we help ensure that we can meet the needs of all of our patients and families.

Keeping you safe is a top priority. There are several ways you can help: 1. Be an active member of your care team by taking part in every decision about your care. If you have questions, please ask your care team. Being involved means coming prepared for medical treatments and knowing what to do when you go home. It also means getting support from family and friends if needed.

2. Tell a member of your care team about any past illnesses and current health conditions, including how you are feeling and recent medical appointments, medications, ongoing medical problems and family history of illnesses.

3. Bring all current medications, vitamins, herbal remedies with you, in their original packaging, when you come to the hospital. Some medications, when combined, can cause reactions. Be sure to tell your care team if you take prescriptions from more than one physician.

4. Tell a member of your care team about allergies to medication or food. Reactions can include rashes, headaches; breathing trouble can be a result of components of a medication, food or even anaesthetics during surgery.

5. Make sure you know what to do when you return home from the hospital. Ask questions to ensure full understanding. These could include questions about medications, plans for home care and follow-up appointments.

6. Preventing a fall in hospital is important. Let your care team know if you have ever had a fall or are unsteady on your feet. Ask for help when walking and use handrails, a walker or a wheelchair where available. Wear non-slip footwear and rubber soles while in hospital.

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Goals of Care SPEAK UP The Goals of Care Designation is a medical order used to describe and communicate the general focus of your care, including your preferred location of that care. You may never need your advance care plan – but if you do, you’ll be glad that it’s there and that you have had these conversations with your substitute decisionmaker, your healthcare team and your family, to make sure that your voice is heard when you cannot speak for yourself.

THREE GOALS OF CARE: Resuscitative Care (R) – The focus is to extend or preserve life using any medical or surgical means. This includes, if needed, resuscitation and admission to the Intensive Care Unit.

Medical Care (M) – Medical tests and interventions are used to cure or manage an illness as best as possible but resuscitative or life support measures are not used.

This is appropriate when resuscitative and life support measures will not work, or when a person chooses not to have these treatments. Medical care can be given in many locations, depending on a person’s wishes and values as well as if it’s appropriate medically.

Comfort Care (C) – The focus of care is to provide comfort to ease a person’s symptoms without trying to control the underlying illness. This is for people who have a life-limiting illness, when treatments can’t influence the course of that illness. This care can be given in any setting.

Talk to your healthcare team and your loved ones about which Goal of Care Designation best reflects your health circumstances and your wishes and values.

For more information, visit www.advancecareplanning.ca

POSITIVE PATIENT IDENTIFICATION Our goal is to keep you safe by ensuring you receive the care or treatment intended for you. Our staff, physicians and volunteers will be asking you to identify yourself by stating your name and either your date of birth or address (or check your arm band) at the following points of care: 1. When you are registered 2. Prior to: • beginning any assessment, procedure or treatment • administration/dispensing of medication • any therapy or diagnostic procedures • at the point of transfer of care (to another area within QCH or to another health care provider/healthcare organization or home) • sharing of personal health information with other health care professionals Your safety is important to us. Checking your identity every time is simply safe practice!

People First. Caring Always.

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Nursing Bedside Shift Report – Be a Partner in Your Care

Patients are invited to take part in Nurse Bedside Shift Report during shift change as one way to partner together for quality care.

Nurse Bedside Shift Report usually occurs every day between 7:15 a.m. - 7:45 a.m. and 7:15 p.m. - 7:45 p.m. It typically takes about five minutes. Times may differ in different parts of the hospital.

WHAT SHOULD I EXPECT? During Nurse Bedside Shift Report, nurses changing shifts will: • Introduce themselves and invite you to participate.

• Talk with you about your health, including the reason you are in the hospital and what is going on with your care.

• Check all medications, IVs, incisions or injuries and discuss upcoming tests and labs.

• Ask you what could have gone better during the last shift and what you hope to do during the next shift. For example, you may wish to get out of bed for your meals. We will try to help you meet this goal.

• Encourage you to ask questions and share your concerns.

WHAT SHOULD I DO? 1. Participate. Nurse Bedside Shift Report gives you a chance to meet the nurse taking over your care, ask questions, and share important information. Nurse Bedside Shift Report does not replace the conversations you have with your doctor.

2. Listen. You are an important part of the health care team. We want you to have complete and timely information about your care.

3. Speak up. If you have questions or concerns, Nurse Bedside Shift Report is the perfect time to raise them.

4. Clarify. If a nurse uses any words or shares any information that you do not understand, please ask them to clarify.

You can invite a family member or friend to stay during Nurse Bedside Shift Report. We will only talk about your health with others when you say it is okay. If you are in a shared room, your family members may be asked to leave when the nurses are conducting a report with your roommate.

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Intentional Rounding

An important part of providing you with exemplary care is ensuring that your needs are being anticipated and supported while in hospital. With this goal in mind, you will be visited by one of your care providers: EVERY HOUR from 6:00 a.m. to 10:00 p.m. and EVERY TWO HOURS from 10:00 p.m. to 6:00 a.m.

During this time we will: • • • •

Check on you and your well-being Monitor your comfort and pain Help you move and change positions Assist with trips to the bathroom

Your care providers also will make sure that you have easy access to the: • Telephone • Bedside table • Water or other beverages • Glasses • Call light for assistance • Urinal and/or bedpan • Waste basket If you have a concern regarding your care or your loved ones care, please contact the manager on the unit or ask a member of your care team for the manager’s extension.

An after-hours manager is available Monday to Friday between 3:30 pm and 7:30 am and 24 hours a day on weekends and holidays.

People First. Caring Always.

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Additional information on hospital services and resources Champlain Community Care Access Centre (CCAC)

CCAC is a Ministry of Health and Long-Term Care funded program which arranges home care services, supports placement into long-term care homes and provides information about community services. CCAC is a non-profit organization which supports in-home health services for children, adults and seniors.

CCAC Care Coordinators are available at QCH and will assess clients for eligibility according to Ministry criteria. Services include case management, nursing, personal support services, physiotherapy, occupational therapy, social work, nutritional counseling and speech language pathology. Ask a member of your health care team for more information or contact the onsite team at 613-721-2000 ext. 3765. For general CCAC inquiries, or to make a referral, call toll free at: 310-2222 (no area code required) or visit the web site at www.champlain.ccac-ont.ca

Consent for Treatment

You will be asked to sign a consent form for certain tests, procedures and treatments. Information regarding the benefits, risks and options must be provided by the health care practitioner providing your care, this is called Informed Consent.

You have the right to refuse treatment, and it is important that you understand the

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implications of your decision. If you are unable to consent to treatment for any reason, you must appoint a Substitute Decision Maker. At Registration, you are required to give the name of your Substitute Decision Maker. Information regarding Substitute Decision Makers and Power of Attorney kits are available through Social Work, located on Level 1, or by calling 613-721-2000 ext. 3750.

Discharge Information

Discharge for most inpatients is scheduled for 10:00 a.m. Your nurse or physician will discuss your discharge time and date with you so arrangements can be made with a family member or friend to assist you in going home. Early departure is key to helping us accommodate the next patient.

When you prepare to leave, please be sure you have all your belongings, your hospital card, as well as any after-care instructions, prescriptions and return appointment information. If you have any questions about what to do when you get home, please ask a member of your health care team before you leave.

QCH is committed to the regional Home First approach. Working with community partners such as the CCAC, Home First is about making every effort to support patients to return home after their hospital stay. Major decisions about longer term, future care needs may be made from home with the help of CCAC.

Electrical Appliances

QCH only allows the use of battery-operated appliances. Plug in appliances are not permitted. Please ensure appliances do not disturb other patients or staff.

The following devices are not permitted: • Portable televisions (bedside TVs are available for rent for a nominal daily fee).

• Heating devices of any type including electrical heating pads and blankets, space heaters, curling irons, coffee pots/coffee makers and personal hair dryers.

• If an appliance appears to be interfering with the operation of a medical device, inform a member of your care team and turn off the appliance.

PLEASE NOTE: You must discuss any medical device you bring into the hospital with your physician or member of your health care team.

Food Services

Food Services staff are committed to providing you with meals that are nourishing and appetizing. A varied menu, based on Canada’s Food Guide and specific dietary requirements, is provided daily. You will meet with a Clinical Diet Technician during your stay to personalize your menu. Meals are delivered at approximately 8:00 a.m., 12:00 p.m. and 5:00 p.m., every day. Nourishments are available between meals for those with special dietary requirements.

QCH provides kosher meals upon request. Families and care providers who find themselves in hospital over the Jewish Sabbath, or in emergencies where they find themselves unprepared, are invited to speak with the Dietitian about access to The Kosher Pantry.

People First. Caring Always.

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Geriatric Day Hospital

The QCH Geriatric Day Hospital is an inter-professional, specialized geriatric outpatient service helping seniors’ gain and maintain a healthy and independent lifestyle.

The Geriatric Day Hospital serves people 65 years of age and older who live in the community and require assessment, rehabilitation, and treatment to help them remain independent. Our team takes pride in the care we provide to seniors in our community.

The Geriatric Day Hospital is located offsite from the main hospital, in the Bell Mews Plaza at 2039 Robertson Road in Bells Corners. They can be reached at 613-721-3808.

Geriatric Assessment Outreach Team

The Geriatric Assessment Outreach Team are registered health care professionals who provide a comprehensive health assessment to people over 65. Their goal is to help improve your health, quality of life, independence, and safety, in order to help you remain in your own home as long and as comfortable as possible. One of the team members will visit you at home to complete the assessment and provide a summary of our recommendations to your doctor. We accept referrals from clients, family members, caregivers, health care professionals, and family doctors. Please feel free to contact the team Monday to Friday between 8:00 a.m. and 4:00 p.m. at 613-721-0041.

Gift and Book Cart

During a patient’s stay, QCH Volunteers will visit patient care areas with the Gift Cart which contains magazines, personal items, and snacks for purchase.

The Book Cart offers donated books and magazines that you may keep during your stay or even take home with you. Items from the Gift Cart are also available from the QCH Gift Box located on the main floor.

The QCH Gift Box

You are invited to visit the Gift Box located near the Main Entrance. The Gift Box is operated by Volunteer Resources, and carries a wide variety of items including gifts for every occasion, newspapers, magazines, fresh flowers, cards, personal care items, confectionary, newborn products as well as stamps and OC Transpo bus tickets. Proceeds raised support the hospital and its programs.

Gift Box Hours of Operation: Monday - Friday

9:00 a.m. to 4:00 p.m.

5:00p.m. to 8:00 p.m.

Saturday and Sunday

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12 noon to 4:00 p.m.

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Volunteers

Our hospital volunteers are a valuable resource and help support the needs of patients by complementing the efforts of the staff. Volunteers support many areas of the hospital and are easily recognizable in their royal blue smocks and royal blue shirts. Our volunteers contribute an average of 42,000 hours each year and are also involved in fundraising, donating the profits to enhance the quality of patient care at the hospital. If you are interested in becoming a volunteer, please contact Volunteer Resources at 613-721-4709. Or register for a Volunteer Information Session dates under the Volunteer section on the hospital website www.qch.on.ca.

Parking

Hospital visitors will access the easy-to-use automated parking system. The pay stations, located inside the hospital’s Main Entrance and in a climate controlled booth in the parking lot, accept credit cards, cash and coins. Visitors may pay directly at the exit gate using a credit card only. Please keep your ticket with you.

PARKING RATES Single Day Use: 0-15 min

Free

16-30 min

$4.00

31-60 min

$8.00

61-90 min

$11.00

91-120 min

$14.00

Daily maximum

$14.00

Multi-Day Passes: Same day

$14.00 valid until midnight

5 non-consecutive days pass

$35.00*

10 non-consecutive days pass

$70.00*

30 non-consecutive days pass

$150.00*

*All Multi-Day passes are: • Valid for one year • Good for 24 hour periods with in/out usage • Can be shared between visiting family members • Cannot be retroactively applied to previous parking charges • Non-refundable For more information please go to Visitors Information at www.qch.on.ca .

For any parking inquiries please call the Parking Office at 613-721-2000 ext. 1305.

• Daily parking passes can be purchased at the pay stations by following the simple touch-screen options.

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• Multi-Day (5, 10, 30 day) parking passes may be purchased from the Finance Cashier between 8:30 a.m. and 4:00 p.m., Monday to Friday. The Cashier is located just past the Information Desk on the main level to your left. Outside of Cashier hours, parking passes may also be purchased from the Security Office, located next to the Cashier. You may also ask to have Security paged through the Call Centre located on the main level.

Parking revenues are used to fund the cost of operating the hospital’s parking infrastructure and to enhance care for our patients and their families. In a time of constrained provincial government funding, the hospital is increasingly reliant on alternative sources of funding in order to ensure that the hospital continues to provide comprehensive services to our patients and families.

Patient E-Mail and Mail

Family members and friends can send email and well-wishes to hospital patients online through our Patient Email form on our website at www.qch.on.ca.

Emails are directed to Volunteer Resources who will deliver the messages to the patient during regular business hours, Monday to Friday. If emails are sent during a holiday or weekend, Volunteers will attempt to deliver the message on the following business day.

Incoming mail through Canada Post will be delivered by Volunteer Resources to the patient’s room. Please inform friends and family to address your mail as follows: Your name (and unit/room number) c/o Queensway Carleton Hospital 3045 Baseline Road Ottawa, ON K2H 8P4

Patient and Family Relations

At QCH, we are committed to providing patient and family-centered care and a positive patient experience. Your feedback helps us understand what we are doing well and what we can do better. Our goal is to resolve all concerns in a timely manner.

There are many ways you can share feedback regarding your experience. If you are currently receiving care, you may wish to have a conversation with your care provider, the Care Facilitator or Clinical Manager on your unit.

If you have further questions, comments, or concerns, you can contact the Patient Relations Ombudsman at 613-721-2000 ext. 5655. You may also submit your feedback electronically through our website at www.qch.on.ca.

Satisfaction surveys You may be asked to complete a Patient Satisfaction Survey during or shortly following your stay. Your opinions and suggestions are important to our continual quality improvement.

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Patient Telephone and Television Rental Service

Television service in inpatient rooms is provided by Hospitality Networks.

How to order TV rental service while a patient at QCH: • From your patient phone, dial 2200 or from an external phone call 1-866-223-3686 to speak with an onsite Call Centre Agent who will activate your service.

Call Centre Hours: Monday to Friday Saturday and Sunday

8:30 a.m. to 11:00 p.m.

10:30 a.m. to 9:00 p.m.

Service can also be ordered online by visiting www.hospitalitynetwork.ca and select the link to Queensway Carleton Hospital.

Payment for TV service • Visa or MasterCard is accepted. Please have the card number and expiry date ready before you activate service. *For any service issues with your rented TV, call 1-866-223-3686

Patient Telephone Service Local phone service is included for inpatients with phone access at the bedside. To place local calls, dial 9, the area code, and the phone number.

Patient Transportation

Patients may require transportation for tests or consultations outside the hospital and upon discharge. Transport by ambulance is only for emergency situations or when a paramedic is needed.

Charges for public and private ambulances will apply if you take these methods of transport to or from the hospital or when coming from or going to a residence – whether the ambulance was arranged by the patient or by the hospital. The rates are as follows:

Ontario residents with valid OHIP • Public ambulance: – Medically-necessary: $45 – Non-medically necessary: $240 • Private ambulance: – Starting at $138 per one-way trip

Canadian residents from another province or Ontario residents without valid OHIP • Public ambulance: $240 • Private ambulance: Starting at $138 per one-way trip PLEASE NOTE: An exemption for ambulance charges applies for inter-hospital People First. Caring Always.

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transfers, persons living in Ministry of Health licensed facilities, or persons receiving certain home care or social assistance with valid documentation.

Public ambulance service rates are set by the Ministry of Health and Long-Term Care and the Health Insurance Act, Regulation 552, which specifies any individual transported in an ambulance is responsible for any ambulance charges.

Non-urgent transportation can include: private vehicle (family or friend); taxi/ wheelchair accessible taxi; ParaTranspo and private transport companies. Hospitals use the services of private ambulance companies with trained personnel and specially designed vehicles for non-urgent transfer of patients.

Hospitals are required to pay for transport when the transfer is from one hospital to another or for medical appointments at another facility. Hospitals DO NOT pay for transfer to other locations such as retirement homes.

PLEASE NOTE: Patients must arrange for transportation before their discharge.

The hospital recommends patients plan a ride home with family or friends. If this is not possible, the hospital will assist a patient to arrange for transportation so discharge can occur and the patient can return to their residence in a timely manner.

If a special vehicle is required, a private ambulance company will be contacted.

Patients are required to pay for this service and payment must be made directly to the transport company. Ask your care team or Social Worker/Discharge Planner for more information.

Pet Visitation

QCH recognizes pet therapy can be instrumental in the recovery from illness. We are grateful to our Volunteers Services department for facilitating the pet therapy program at Queensway Carleton Hospital in coordination with Ottawa Therapy Dogs.

PLEASE NOTE: Pet visitation is NOT permitted in Intensive Care (ICU), Operating Rooms, Labour and Delivery, Newborn Nursery, Pre/Post Anesthesia Surgery, rooms with isolation precautions, storage/preparation areas for food, rooms with persons at increased risk of infection or patients with allergies.

Requesting to bring your pet?

All pet visitations must be pre-approved by the Nurse Manager on the unit and a permission slip completed (available at the main desk on the unit.) This slip should be produced when requested by hospital personnel. For family pets to be permitted, several guidelines MUST be followed. Failure to comply will result in the owner being asked to promptly remove the animal from hospital property.

• • • •

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Pets are limited to dogs and cats and they must be house pets.

Visits are restricted to a maximum of 60 minutes.

The patient must be acutely ill with an extended hospital stay.

There must be no potential threat to the safety of other patients or staff.

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Protection Services (Security)

If you have any security-related questions or concerns, Protection Services is on duty 24 hours a day and can be contacted through your nursing team. Please report any personal property loss or suspicious activity.

Hospital Watch is a program which relies on staff, physicians, volunteers, and patients being the “eyes and ears” to report suspicious activity. An example may be a suspicious person with no hospital ID badge who is entering and exiting patient rooms. We recommend that items of value such as wallets, jewelry, and money be left at home or given to loved ones for safekeeping.

Security is available for escorts to personal vehicles for those with any security concerns. If you require an escort, please have the nursing team contact us through the Call Centre.

You will see our uniformed security personnel completing regular patrols throughout the hospital. Feel free to stop and speak with a security officer at anytime if you have concerns.

Smoke-Free Environment

QCH promotes a smoke-free environment. Smoking is NOT PERMITTED anywhere on hospital property, including personal vehicles parked on the property. As a health care institution, QCH has an obligation to ensure that those who work, visit, or receive services at our hospital, are not harmed by second-hand smoke.

As a patient or visitor, we ask that you help us make this policy work. Please: • Leave tobacco products at home or ask a family member to bring them home.

• Ask visitors to refrain from smoking while on hospital property.

Patient Smoking Cessation Program QCH is a participating member of the Champlain Network of Hospital-Based Smoking Cessation Programs, and as such, uses a common approach to identify and provide an intervention to avoid nicotine withdrawal and offer support for patients who want to quit during their stay in hospital. Ask you health care team for more information.

Spiritual Care

Your well-being is important. Sacred Space has been set aside for anyone who requires a quiet place for reflection and prayer. Located next to the Spiritual Care Office near the hospital’s Main Entrance, the Sacred Space is a non-denominational retreat space accessible 24 hours a day, 7 days a week. Please ask your nurse or a volunteer for directions.

A multi-faith chaplain and Roman Catholic chaplain are available Monday to Friday during daytime hours. On-call chaplains have reduced availability on evenings and

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weekends to provide care and support in emergency situations. Your health care team can make these contacts for you.

The Spiritual Care Office, located next to the Gift Box on the main level, is open Monday to Friday from 8:00 a.m. to 4:00 p.m. and can be reached by dialing ext.

6600.

Taxi Service

QCH has direct taxi line telephones to connect you with area taxi services. The phones are clearly marked and located adjacent to the Patient Registration area at the Main Entrance and in the Emergency Department.

Tim Hortons

In addition to the hospital’s Cafeteria services, a full-service Tim Hortons kiosk is located on the main floor adjacent to the Emergency Department. (See also Cafeteria) Monday to Friday

6:30 a.m. to 9:00 p.m.

Saturday, Sunday and Holidays

7:00 a.m. to 8:00 p.m.

Vending Machines

Pay as you go food and beverage machines are available 24/7 in the Emergency waiting area, the Childbirth Centre waiting area, and in the Cafeteria.

Visiting Patients at QCH

The Queensway Carleton Hospital is proud to be a patient and family centered hospital. The recovery of your family member or friend is our primary concern.

QCH welcomes up to two Care Partners or visitors to stay at the patient’s bedside 24 hours-a-day; however visitors are encouraged to visit between 10:00 a.m. – 9:00 p.m. with the exception of the Day Surgery Unit, Post Anesthesia Care Unit and Intensive Care Unit where space, and the nature of the care, limits this to one Care Partner only. See below for more information about visiting the Intensive Care Unit (A3).

TYPES OF VISITORS Care Partner – A visitor designated by the patient or substitute decision maker, as a person who is important to them. They should be someone who is deeply involved in the patient’s health care journey and is integral to the overall well-being of the patient. The designated Care Partner is welcome to be at the bedside at all times.

This person may also be the patient’s spokesperson who will tell friends and family about the visiting guidelines and serve as a first contact for any questions on the patient’s condition.

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Care Partner Etiquette • Please use the public washrooms, not the washroom in the patient’s room.

• Please keep noise to a minimum. Use headphones when listening to music or watching TV. • During the night, use minimal lighting.

• It is important for Care Partners to be rested however, if you are staying the night, please provide your own blankets and pillows.

• Please do not wear scented products or bring scented products to the hospital.

Visitor – A guest of the patient or family who wants to provide well wishes and social connections. He /she may be a friend or relative of the patient or family. Our visiting policy reflects the needs of our patients: to rest, to take part in care and treatment, and to have the support of family and friends.

Visitor Etiquette • Please keep your visits short to approximately 20 minutes.

• Please be respectful of the patient’s roommate’s need for privacy, rest and recovery. You may be asked to leave the room while a healthcare provider is talking with the patient about their care.

• Children under 14 years of age must be supervised by an adult (not the patient) at all times. Children should be prepared for the hospital environment and the patient’s illness.

• Please check with the patient or Care Partner prior to visiting to ensure that the patient is up to having visitors and that it does not conflict with the patient’s times for therapy or tests.

• Please follow the infection control guidelines post on the door. If you are unsure of what to do, talk to the Nurse prior to entering the room.

• Please do not wear scented products or bring scented products to the hospital.

Please do not visit the patient if you feel, unwell or have: • Cough • Fever • Runny nose • Sore throat • Diarrhea • Recent contact with chicken pox, or measles

Clean your hands when: • Entering and exiting the hospital • Entering and exiting the patient’s room • Touching the patient or his/her surroundings.

PLEASE NOTE: There may be times that we need to restrict visitors to the hospital, for example, when a patient’s condition warrants, or when other factors such as an outbreak require that visitors be limited.

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Childbirth Program: Birth Unit

Special Care Nursery

Care Partner

Any time day or night.

Parents any time day or night, except during daily report times of 7 am to 7:30 am and 7 pm to 7:30 pm.

Grandparents and siblings of new baby

15 minute visit after baby is delivered day or night.

10 am to 8 pm except 7 pm to 7:30 pm during report time.

Family and friends

No general visiting other than designated support people

3 pm to 8 pm except during 7 pm to 7:30 pm during report time.

11:30 am to 2:00 pm and 3:00 pm to 8 pm

Number of people at the bedside

3 including care partner and 2 other support people during labour and delivery. No switching of support people.

2 including 1 parent with Baby bracelet.

3 visitors

Who Can Visit

Gynecology/ Surgery

Intensive Care Unit (ICU) A3: One Care Partner may stay at the patient’s bedside 24 hours-a-day. Please advise the nurse of the name of the Care Partner each day. Care Partners and family are encouraged to attend multidisciplinary rounds from 9:00 a.m.-11:00 a.m. each day but visitors may be limited during this time.

Visitors may visit Sunday through Saturday 11:00 a.m. to 2:00 p.m. and 4:00 p.m. to 7:30 p.m. (we may limit the number at the bedside depending on the patient’s condition).

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Your Health Care Team

Patient care is our top priority at Queensway Carleton Hospital and we work as a team with our patients. There are many employees who may assist in your care. All staff are required to wear their identification name tags at all times, which include their picture, name, and title.

There are a number of departments within the hospital that offer supervised training for students, interns and residents seeking credentials in various professions. Any student, intern or resident involved in your care will also have a QCH identification name tag.

Attending Physician: The physician arranges for your admission to the hospital and is responsible for your care while you are here. You may also be under the care of “consultant� physicians, depending on your medical needs. Physicians are available for family conferences if required.

Clinical Nurse Specialist (CNS) and/or Advanced Practice Nurse (APN): These clinical team members are on staff as experts within a specialty and serve as a resource for patients, families, staff, and physicians. The CNS and the APN also guide care on an organizational level.

Dietitians: As part of your treatment, you may be prescribed a special diet or have particular nutrition requirements. Clinical Nutrition Services will provide individual and family counseling for patients with restricted or special dietary needs. Dietitians are available Monday to Friday. If you have any dietary concerns about the meals that you are receiving, please speak with your nurse or a Food Service Aide and a Clinical Diet Technician will visit you to discuss your specific needs.

Environmental Services (EVS): The Environmental Services team is committed to keeping your hospital room, furniture, and other areas clean in an efficient and unobtrusive manner. EVS team members typically make a number of rounds throughout the day.

Infection Control Professional: If you are identified as having an infection that is highly resistant to antibiotics, or a disease that can be transmitted to others, you may be visited by one of our infection control professionals. These individuals can answer questions concerning any special isolation precautions that are in place if your primary healthcare team is not able to do so.

Laboratory Technician and Medical Radiation Technologists: As part of the diagnosis and treatment process, you may require an x-ray or blood tests. Medical Radiation Technologists conduct x-rays in patient rooms and in the x-ray department, depending on the need. A Venipuncture Technician or a nurse may collect blood samples to be taken to a lab for testing by Laboratory Technologists.

Nursing Team: Our Registered Nurses (RN) and Registered Practical Nurses (RPN) are an integral part of the multi-disciplinary team of care providers who help develop your plan of care while you are in the hospital. They are present 24/7 to ensure ongoing assessment and to monitor your plan of care.

Occupational Therapists: Our Registered Occupational Therapists (OT) assist patients in recovering and maximizing independence with functional activities.

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OTs may recommend physical changes to your home to increase your safety and independence, or suggest equipment to increase your mobility such as ramps or wheelchairs. OTs may recommend devices such as a long-handled reacher so that you can dress yourself independently and teach memory strategies to assist you with daily activities. Our OTs can be found on our Rehabilitation Unit, Surgical and Medical Units, and our Mental Health Inpatient and Outpatient Programs.

Palliative Care Team: Palliative Care is an approach that concentrates on reducing the severity of disease symptoms and improving the quality of life of patients and families of patients facing severe, complex illness. The interprofessional Palliative Care Team identifies and treats pain and other physical, psychosocial and spiritual symptoms.

Pharmacists: All hospital medication orders are reviewed by pharmacists who are involved in monitoring your medication treatment during your hospital stay.

Pharmacists are available to discuss your medications with you.

Physiotherapists: Registered Physiotherapists (PT) assess, treat, and prevent physical problems, work to reduce injuries and pain, work to restore movement, function, and a healthy status. Our PTs can be found in the ICU assisting with recovery of respiratory function, on the Rehabilitation Unit assisting to regain mobility after a stroke, on the Surgical Unit guiding mobility after a total joint replacement, and on the Medical Unit assisting with balance exercises and recommending mobility aids.

Porters: These members of our staff transport you to and from departments if you require any tests during your stay.

Rehabilitation Assistants: Rehabilitation Assistants work closely with our Occupational Therapists and Physiotherapists to assist you with regaining your mobility and function. Rehabilitation Assistants provide care under the direction of PT and OT and may assist you with functional activities such as retraining for dressing after surgery, increasing mobility, or working on exercises to regain strength and endurance.

Respiratory Therapists: These healthcare professionals assist physicians with the diagnosis and treatment of lung disorders. During the course of your stay, an RT may be called to support the care team in certain situations. RT’s may provide assistance in: airway maintenance for patients in the ER, ICU, or Maternal Newborn units; CPR and support; life support including mechanical ventilation; high risk births; stabilizing high-risk patients being moved by ground ambulance; administering inhaled drugs and medical gases; conducting lung function tests and guiding patient education on managing lung diseases such as asthma and COPD. Social Workers/Discharge Planners: Registered Social Workers help patients who are experiencing mental or physical health problems to cope with their social, emotional, and practical concerns. Working together with individuals, their families, and care partners we provide a range of counseling services, community information, and referral as well as discharge planning. Social Workers work with the health care team, patient, and family to determine a patient’s ability to return home safely. They may recommend alternative programs or community services to assist

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with transition home and will help coordinate arrangement of services if needed.

Social work services are provided in all areas of the hospital.

Speech Language Pathologists: Registered Speech Language Pathologists (SLP) help to manage changes to language, cognition, speech production, and swallowing. These changes may occur due to stroke, head injuries, cognitive disorders, hearing impairment, and progressive neurological diseases. The SLP also provides education and counseling to patients and their families for management of their communication and swallowing difficulties. They work closely with other professionals as part of a multidisciplinary team, in providing a coordinated program of care. Services are provided throughout the hospital on the Medical, Surgical, ICU, Rehab, and Awaiting Placement Units; as well as for outpatients from our community.

YOU

?

You are a very important part of our team and play an active role in your recovery process and patient safety. We encourage you to speak openly to members of your health care team if you should have any questions or concerns. (See also Patient Bill of Rights and Responsibilities.)

Did not find the information you needed?

Please let us know at 613-721-5621 or email questions@qch.on.ca

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Queensway Carleton Hospital Foundation

Queensway Carleton Hospital Foundation plays a vital role in providing the necessary resources to enhance patient care at our hospital. Funds raised by the Foundation go directly back to our hospital, supporting the growing healthcare needs of our expanding community. Many people are surprised to learn that 100% of the funding for hospital equipment is generously provided by the community. The government provides funding for covering the cost of maintaining and operating the equipment, once it is here. It’s your support that gets the equipment and technology through the doors.

There are many ways you can help make a difference at our Hospital: RECOGNIZE A CHAMPION OF CARE Was there a QCH staff member, doctor, nurse, physician, or volunteer who made a special difference in your stay at Queensway Carleton Hospital? You can recognize and thank them for the experience you had by making a Champions of Care donation in their honour. Your Champion of Care will receive a commemorative pin to wear with pride and a letter of acknowledgement. With your permission, this recognition will also be posted on the qchfoundation.ca website.

MAKE A GIFT IN HONOUR Honour the memory of a loved one or someone special to you. Or celebrate a special occasion by making a tribute donation in their honour; such as a milestone birthday, a golden anniversary, or a holiday gift.

M A K E A D O N AT I O N Your donation will support the growing healthcare needs of our community. We offer the option of making a one-time gift or a regular monthly donation, through our Circle of Friends Monthly giving program.

H O W T O D O N AT E : • • • •

In person at the hospital – located near the main entrance and call center By phone – call 613-721-4731 Online – visit www.qchfoundation.ca By mail – use the form in this handbook, and send your donation to:

Queensway Carleton Hospital Foundation 3045 Baseline Road Ottawa, ON K2H 8P4 C R E AT E A L E G A C Y Leaving a gift in your will, also called a bequest, is a thoughtful way to create a legacy that will greatly impact patient care at Queensway Carleton Hospital for generations to come. Please contact your financial advisor or QCH Foundation for more information.

For more information, please contact the Foundation at 613-721-4731 or qchfound@ qch.on.ca

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Champions of Care Donation Form My Champion’s full name:__________________________________________________ Title:___________________________________________________________________ Department/location:______________________________________________________ Message for Champion: ______________________________________________________________________ ______________________________________________________________________

 Please check if Queensway Carleton Hospital and the Foundation can use your message in media/ public materials (ie: Website, Message Boards).

My name is:_____________________________________________________________ Title:___________________________________________________________________ Address:_______________________________________________________________ City:___________________________________________________________________ Province: ________ Postal Code: ____________ Telephone:______________________________________________________________ Email:__________________________________________________________________

 Please check if you would like to receive eNewsletters from the Foundation.

We respect your privacy and protect your personal information – we do not rent, sell or trade our lists.

I wish to make a gift in the amount of:  $50

 $100

 $250

 $500

 Other: $ _________

 I have enclosed a cheque payable to: Queensway Carleton Hospital Foundation I prefer to charge my gift to: 





Card Number:____________________________________ Expiry Date: ______/______ Name on card:___________________________________________________________ Signature:______________________________________________________________ Mail to:

Queensway Carleton Hospital Foundation 3045 Baseline Road Ottawa, ON K2H 8P4

Telephone:

613-721-4731

Fax: 613-721-4755

A tax receipt will be issued for donations of $10 or more.

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Charitable Registration No. 13725 3571 RR 0001

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What You Need to Know About Health Care Costs at QCH GENERAL INFORMATION: All Patients Queensway Carleton Hospital provides patients with some services and medical devices that are not covered by provincial health insurance plans (i.e.: Ontario Health Insurance Plan – OHIP) or other Canadian extended health care benefit plans. We do this to make your time with us as comfortable as possible and to ensure you have what you need for your care.

Depending on your provincial or private insurance coverage, costs of your care can include fees for Emergency services, Diagnostic and Laboratory fees, medical devices/appliances, orthopedic castings, Outpatient Clinic visits, Ambulances, as well as a separate fee for the care provided by the attending Physician. If you are admitted as an inpatient, there will also be a charge for your room, in addition to diagnostic and laboratory services performed while you are admitted.

The Ministry of Health and Long-Term Care does not fully fund the operating budgets of Ontario hospitals and, therefore, hospitals are expected to support patient care budgets through the recovery of costs for uninsured services and medical devices, as well as generate revenue from other sources such as preferred accommodation charges. All recoveries and revenues from patient sources support patient care. In fairness to all patients, we require full payment for any uninsured services, medical devices, and requested preferred accommodation.

You will be held 100% responsible for the costs of your care if: • You are a resident of Ontario and you do not have a valid Ontario Health Card or Canadian private or group health insurance (see section A); • You are a resident of Canada and you do not have valid Canadian provincial health insurance or Canadian private or group health insurance (see section B); • You do not have Canadian Federal Plan coverage such as CAF, REFUGEE or WSIB (see sections C, D or E); • You are a foreign national (non-Canadian resident) (see section F); • You are a foreign student without valid UHIP or CHIP coverage (see section G); • You are an Embassy employee or diplomat without valid insurance (see section H).

PLEASE NOTE: ou are ultimately responsible for payment of any and all uninsured services requested but not covered by your Canadian provincial health insurance or Canadian private health care insurance company. It is the hospital’s policy that payment for preferred accommodation (semi-private or private rooms), ambulance fees, medical devices/appliances and other uninsured procedures are due at the time of service or discharge. We will issue you an invoice for amounts not billable to your provincial or Canadian private insurance company which are payable immediately. A receipt will be issued upon payment of your account. If you cannot immediately pay your account, please contact Financial Services at 613-7214704 as soon as possible to arrange payment options.

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If the hospital does not receive payment from your provincial or Canadian private insurance company within 60 days of the date of service, you will be invoiced directly and payments will be payable immediately.

Due to the difficulties the hospital has experienced in receiving payments from private health insurance plans from outside of Canada; it is hospital policy NOT to directly bill any private or group health insurance plan located outside of Canada.

Patients without valid provincial health insurance and private health insurance located outside of Canada will be billed for 100% of the costs of care, and patients must deal with their insurers directly for reimbursement.

Accounts that remain unpaid 90 days from date of service are forwarded to an external collection agency, which can affect the patient’s or guarantor’s credit history.

Methods of Payment It is hospital policy that payment for preferred accommodation, ambulance fees, medical devices/appliances, and other uninsured procedures are due at the time of service or discharge. We will issue a receipt upon payment of account. All payments are made payable to Queensway Carleton Hospital. Please keep receipts for services paid as you may be able to claim a tax deduction for medical costs.

Payment options: Online Payments: Available 24 hours a day, 7 days a week through the hospital’s website at www.qch. on.ca. Select “Hospital Charges and How to Pay your Bill”.

For assistance with online payments, please email paytickets@teranet.ca. Visa or MasterCard only accepted online.

By Phone: Monday to Friday, 8:30 a.m. to 4:00 p.m. at 613-721-4800 (Visa, MasterCard, American Express only accepted by phone.

In Person: Finance Cashier (Level 2, near Main Entrance) Monday to Friday, 8:30 a.m. to 4:00 p.m. (Visa, MasterCard, American Express, Interac, personal or certified cheque, or cash accepted in person.)

Emergency Department Registration area (only outside of Finance Cashier hours, 7 days a week.) Note: Visa, MasterCard, American Express, Interac or personal or certified cheque only accepted. No cash payments.

By Mail: Attention: Financial Services Queensway Carleton Hospital 3045 Baseline Road Ottawa, ON K2H 8P4 (Visa, MasterCard, American Express, and cheque accepted by mail. Please do not mail cash.)

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PLEASE NOTE: There is a service fee for returned personal cheques.

If you have any questions regarding your bill, please contact Financial Services at 613-721-4704.

Accommodation We offer three types of accommodation: standard wards, semi-private, and private rooms. These are described below: Standard wards: With four beds, this is the basic accommodation. Cost is covered entirely by OHIP for Ontario residents insured under the plan, for out-of-province patients with other valid provincial insurance, and federal plans such as WSIB, and RCMP/DVA/CAF group members. There are charges for standard wards for uninsured residents and non-residents of Canada.

Semi-private: A room with two occupants. There is an extra charge for semiprivate accommodation above the cost covered by OHIP and most other Canadian provincial and federal plans.

Private: A single-bed room. There is an extra charge for private accommodation above the cost covered by OHIP and most other Canadian provincial and federal plans.

Upon admission, you will be asked to select the type of accommodation you prefer.

A member of the Registration Team will provide you with a document called Terms of Admission upon which you make your accommodation selection. This document explains your financial obligations during your stay as an inpatient at the hospital.

Please read this document carefully as once you or your guarantor have signed this document, you or your guarantor are financially responsible for hospital charges that are not covered by your valid provincial health insurance of Canadian private health insurance plan.

We will try to meet your accommodation requests; however, rooms are assigned on the basis of medical need as a first priority. Please be aware that many insurance companies do not cover 100% of applicable charges. You are responsible for any balances owed to the hospital and will be billed accordingly.

The Registration Team will inform patients/family members of preferred accommodation rates upon admission. Our rates are posted annually on the hospital website at www.qch.on.ca under “Hospital Charges and How to Pay your Bill.�

If the hospital places you in a room that is superior than requested, you will be billed for only the level of accommodation requested. If the hospital places you in a room that is less than requested, you will be charged for the cost of that room only. The hospital will do its best to accommodate you with your preferred room type. The charge for the preferred room will apply when you are moved to that room. You are not charged for the day you are discharged.

Please arrive prepared with your insurance coverage information. We require policy number, certificate number, or ID number. It is the sole responsibility of the patient to check with their insurer to confirm insurance coverage and limits. Please note: in addition to insurance information, you will be required to provide a valid credit card

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number, expiry date, and the name of the card holder as it appears on the card to pay for charges not covered by insurance.

Mixed Gender Bed Assignment. Please be aware that you may be admitted or transferred to a bed in a shared room (semi-private or ward room) where the other patient(s) is of the opposite gender. This hospital policy is in place to make the most efficient use of available beds during your stay, decreasing wait times for inpatient beds and avoiding disruptive patient moves. While we respect individual patient preferences, at times this bed assignment is unavoidable. Please speak with your nurse or physician if you have concerns.

(A) RESIDENTS OF ONTARIO: A1. Payment of Insured Services – Patients with an Ontario Health Card Your Ontario Health Card is a very important piece of your personal information. Your health card identifies you as being eligible for health care services insured by the Ontario Health Insurance Plan (OHIP). You should carry your health card with you at all times.

The Ontario Ministry of Health and Long-Term Care through OHIP will not reimburse hospitals for procedures if the patient cannot present a valid Ontario Health Card. If you cannot produce a valid Ontario Health card, or if your card is invalid, you will be charged for your visit, accommodation, tests, and procedures performed for which OHIP would normally reimburse the hospital. We allow five business days to provide the Finance Department (613-721-4704) with your valid card number before we apply any charges. Some typical reasons for a card to be invalid are: • The name and/or date of birth on your card are not the same as that on file with the Ministry of Health and Long Term Care; • Your card has expired; • Your card does not have the correct version code issued by the Ministry.

If you are advised that your card is invalid, please contact your local Service Ontario Centre immediately.

The Royal Canadian Mounted Police (RCMP): Most services for patients that are members are insured by OHIP. Department of Veteran Affairs (DVA): Members of DVA, with a valid Ontario Health card, are covered for most services through OHIP, excluding the patient’s share of the cost of ambulance services. The hospital will call Blue Cross, Veteran Affairs, to get your ambulance service charge pre-authorized for you, and directly submit your claim as long as you can provide your ID number (beginning with the letter “K”) upon Registration.

Find out about OHIP online at the Ministry of Health and Long-Term Care website: www.health.gov.on.ca/en/public/programs/ohip/ or call the Service Ontario Infoline at 1-866-532-3161 TTY: 1-800-387-5559 Hours: 8:30 a.m. to 5:00 p.m.

A2. Payment for services NOT covered by OHIP The Ontario Health Insurance Plan (OHIP) covers most hospital costs. However, there are some services that are OHIP does not cover that are either paid by the

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patient, or possibly, by any private health insurance plan of which you are a member and have the appropriate coverage.

Examples of the uninsured services or devices not covered by OHIP are: • Ambulance transportation – public and private (some exceptions apply) • Cast sandals • Fiberglass casts • Knee, leg and shoulder immobilizers • Soft collars • Aerochambers • Abductor pillows • Air cast foam walkers • Clavicle braces • Ankle splints • Specialized stockings • Crutches • Cosmetic procedures • Preferred accommodations, such as private and semi-private rooms • Telephone and television rentals • Circumcision: both the hospital fees and physician fees • Missed appointments for clinics For uninsured services, you will be asked to present a valid credit card upon admission. The Registration Team will record the credit card information and forward it to the Finance Department for safekeeping. The credit card will be used to ensure that any uninsured expenses are paid.

Private or Group Health Insurance Plan Coverage – Canadian Insurers We will directly bill your extended benefits insurer for any coverage you have for private or semi-private accommodations provided by your private insurance company. It is your responsibility to understand the coverage provided by your private insurance company. We will invoice you for any amount not paid by your private insurance company. If you are unable to confirm your coverage, you may want to change your decision about receiving uninsured services.

A3. Uninsured Residents of Ontario All outpatient and inpatient services for uninsured residents of Ontario are considered uninsured services.

Outpatient services include Ambulatory Care, Day Surgery, Rehabilitation, Orthopedic Services, Emergency Department Services, Diagnostic and Laboratory Services and Physician fees.

Uninsured services for inpatients include accommodations (ward, semi-private or private rooms), medical devices/appliances, and Diagnostic and Laboratory services not covered by valid out-of-province health care plans. Additional charges will apply for newborn ward care and delivery charges. Anesthesiologists and physicians may also bill for their charges in addition to the hospital charges.

For uninsured services, you will be asked to present a valid credit card upon People First. Caring Always.

41

admission. The Registration Team will record your credit card information and forward it the Finance Department for safekeeping. The credit card will be used to ensure that any uninsured expenses are paid. You are required to pay for all uninsured services or medical devices/appliances in advance if the procedure is scheduled, or when you receive them (i.e.: crutches) if the visit was not scheduled.

A4. Ontario residents with a valid Ontario Health Care on Social Assistance, Ontario Disability Support Program, Home Care or Ontario Works Program Please contact your caseworker as soon as possible. Your caseworker must forward a letter to the hospital’s Finance Department on your behalf requesting waiver of any services they will not provide payment for (i.e.: ambulance co-payments.) Patients on Social Assistance who receive appliance bills must forward the bill(s) to their caseworker. Social Assistance will then send the hospital a form to be completed before payment will be made.

(B) RESIDENTS OF CANADA – OTHER PROVINCES B1. Payment of insured services – Patients with health cards from other provinces If you are a Canadian resident from a province outside of Ontario, you must provide a valid provincial health card number (and expiry date if applicable) from your province of residence. If you do not provide a valid provincial health card number, and/or other Canadian extended health care benefit plan, you will be billed for 100% of the cost of your care.

Should your home province reject claims due to expiration and/or invalid or incomplete information given to the hospital upon Registration, the patient will be responsible for payment and a bill sent to the patient.

B2. Payment for Services NOT covered by Other Provincial Health Care Plans Provincial health insurance plans, for provinces other than Ontario, cover most hospital costs. However, out-of-province plans have never provided 100% coverage and there are some services that are either paid by the patient, or possibly by the private health insurance plan of which you are a member and have the appropriate coverage.

B3. Payment for uninsured residents of other provinces of Canada All outpatient and inpatient services for uninsured residents of other Canadian provinces are considered to be uninsured services.

Outpatient services include Ambulatory Care, Day Surgery, Rehabilitation, Orthopedic Services, Emergency Department Services, Diagnostic and Laboratory Services and Physician fees.

Uninsured services for inpatients include accommodations (ward, semi-private or private rooms), medical devices/appliances, and Diagnostic and Laboratory services not covered by valid out-of-province health care plans. Additional charges will apply

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for newborn ward care and delivery charges. Anesthesiologists and Physicians may also bill for their charges in addition to hospital charges.

For uninsured services, you will be asked to present a valid credit card upon admission. The Registration Team will record your credit card information and forward it to the Finance Department for safekeeping. The credit card will be used to ensure that any uninsured expenses are paid. You are required to pay for all uninsured services or medical devices/appliances in advance if the procedure is scheduled, or when you receive them (i.e.: crutches) if the visit was not scheduled.

Private or Group Health Insurance Plan Coverage – Canadian Insurers We will directly bill your extended benefits insurer for any coverage you have for private or semi-private accommodations provided by your private insurance company. It is your responsibility to understand the coverage provided by your private insurance company. We will invoice you for any amount not paid by your private insurance company.

(C) NON-OHIP PATIENTS: Canadian Armed Forces (CAF) All services for patients that are members of the Canadian Armed Forces are not insured through OHIP. Members of the CAF are insured through the CAF health insurance plan.

The hospital will directly bill the CAF for hospital charges when your service number is provided to us. If you do not have your CAF service number information, or if your card is invalid, you will be charged for your visit, accommodation, tests and, procedures performed (i.e.: x-ray, CT scan, laboratory services, etc.) for which CAF would normally reimburse the hospital. We will allow five business days to provide the Finance Department (613-721-4704) with your valid card number before we apply any charges.

Should there be a hospital charge-such as requested private accommodations-that is not covered by the CAF plan, the patient will be responsible for payment and a bill will be sent to the patient. It is the patient’s responsibility to understand the coverage provided by their plan.

(D) REFUGEES Refugees may be insured with the Interim Federal Health Program (IFH).

Patients with Refugee Status must provide a VALID *Interim Federal Health Certificate of Eligibility (*issued by Immigration Canada.) Non-emergency services must be pre-authorized by Citizenship and Immigration Canada. The IFH Program can be reached at 1-800-770-2998.

Refugee claimants with IFH coverage are eligible to access Emergency Services.

Your coverage is subject to expiry at any time as determined by Citizenship and Immigration Canada, regardless of the dates stated in your copy of the IFH Certificate of Eligibility. You are responsible to make sure your coverage is valid during the visit to our hospital. If your coverage is invalid, you will be billed for 100% of the cost of your care.

PLEASE NOTE: The Interim Federal Health Program only covers ward accommodation.

People First. Caring Always.

43

(E) WORKPLACE SAFETY AND INSURANCE BOARD (WSIB) If you are injured on the job, your employer MUST file a claim with WSIB. Upon Registration at the hospital, you will be asked for your name, Social Insurance Number, employer’s name and contact information, date of accident, and details of the accident. In addition, you will be asked for a valid Ontario Health Card or other valid provincial health insurance. Once we have the required information, we will submit your claim for services to WSIB. You or your employer should contact the hospital at 613-721-4628 with the WSIB “Claim Number” for the accident that WSIB will provide. The WSIB Claim Number is very important in order for the hospital to bill WSIB. NOTE: WSIB provides coverage for ward accommodation only.

If for any reason, WSIB rejects the claim(s) submitted on your behalf, we will bill OHIP for any services that are covered. Should there be any services or portions of services NOT COVERED by OHIP, you will become 100% responsible and will be billed directly. Please see the acceptable “Methods of Payment” at the beginning of this section.

(F) FOREIGN NATIONALS (Non-Residents of Canada) Foreign Nationals are all patients that are Non-Residents of Canada.

All services for Foreign Nationals (non-residents of Canada) are considered to be uninsured services.

Hospital visit service fees are applicable for each and every Emergency Department visit and Outpatient Clinic visit (Ambulatory Care, Day Surgery, Rehabilitation, Orthopedic Services, etc.) Hospital visit fees are in addition to ambulance fees, medical devices/appliances, Diagnostic and Laboratory fees, and Physician fees.

If you are admitted as an inpatient, hospital charges include accommodation (ward, semi-private or private room), medical devices/appliances, Diagnostic, and Laboratory services. Additional charges will apply for Newborn Ward care and delivery charges. Anesthesiologists and Physicians may also bill for their charges in addition to hospital charges.

Due to the difficulties the hospital has experienced in receiving payments from private health insurance plans from outside of Canada; it is hospital policy NOT to directly bill any private or group health insurance plans located outside of Canada.

Foreign Nationals will be billed for 100% of the costs of care, and patients must deal with their insurers directly for reimbursement.

For uninsured services, you will be asked to present a valid credit card upon admission. The Registration Team will record your credit card information and forward it to the Finance Department for safekeeping. The credit card will be used to ensure that any uninsured expenses are paid. You are required to pay for all uninsured services or medical devices/appliances in advance if the procedure is scheduled, or when you receive them (i.e.: crutches) if the visit was not scheduled.

Please see the acceptable “Methods of Payment” at the beginning of this section.

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(G) FOREIGN STUDENTS – Covered by UHIP or CHIP Foreign students enrolled at a Canadian post-secondary education institution may be eligible for health coverage under a private insurance plan administered by the post-secondary institution (UHIP or CHIP.) It is your responsibility to understand whether or not you are covered by UHIP or CHIP. We will directly bill UHIP/CHIP for the cost of your care when you provide the information upon Registration – policy number and certificate number. You will be responsible for any portion of your hospital bill not covered by UHIP/CHIP.

(H) EMBASSY/DIPLOMAT All services to embassy employees and diplomats are considered to be uninsured services.

Hospital visit service fees are applicable for each and every Emergency Department visit and Outpatient Clinic visit (Ambulatory Care, Day Surgery, Rehabilitation, Orthopedic Services, etc.) Hospital visit fees are in addition to ambulance fees, medical devices/appliances, Diagnostic and Laboratory fees and Physician fees.

If you are admitted as an inpatient, hospital charges include accommodation (ward, semi-private or private room), medical devices/appliances, Diagnostic, and Laboratory services. Additional charges will apply for newborn ward care and delivery charges. Anesthesiologists and Physicians may also bill for their charges in addition to hospital charges.

For uninsured services, you will be asked to present a valid credit card upon admission. The Registration Team will record your credit card information and forward it to the Finance Department for safekeeping. The credit card will be used to ensure that any uninsured expenses are paid. You are required to pay for all uninsured services or medical devices/appliances in advance if the procedure is scheduled, or when you receive them (i.e.: crutches) if the visit was not scheduled.

Please see the acceptable “Methods of Payment” at the beginning of this section.

You will be responsible for 100% of the cost of your care such as visit fee, accommodation, test/exams and procedures, medical devices/appliances, etc.

HOSPITAL CHARGES AND RATES For outpatients, hospital visit service fees are applicable for each and every Emergency Department visit and for each Outpatient Clinic visit if patient status is uninsured resident or non-resident of Canada.

For inpatients, accommodation rates are updated annually and provided on the hospital’s website at www.qch.on.ca under “Hospital Charges and How to Pay Your Bill.” Rates depend on whether the patient has a valid OHIP or other valid provincial health insurance, or if patient’s status is uninsured resident or non-resident of Canada.

For non-medically necessary procedures, hospital charges will apply regardless of residency and insured status of patient.

Still have questions about health care costs at QCH? Visit our website at www. qch.on.ca under “Hospital Charges and How to Pay Your Bill”, or contact Financial Services at 613-721-4704.

People First. Caring Always.

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Community Supporters Queensway Carleton Hospital would like to thank the following local businesses/ sponsors who made this Patient Handbook possible for our patients.

ACCOMMODATIONS

LIFTS

Days Inn Ottawa West............................ 54

MASTECTOMY BOUTIQUES

Best Western Plus.................................. 54

DENTURE CLINIC

Silver Cross............................................ 58 Kelly’s Boutique Inc................................ 50

Ottawa South Denture Clinic.................. 56

Look Beyond Mastectomy Boutique....... 56

FUNERAL HOME

Marianne’s.............................................. 48

HEARING CENTRES

Canada Care Medical Inc....................... 52

Beechwood Funeral, Cemetery and Cremation Services................................ 58 Robillard Hearing Centres...................... 51

HOME ADAPTATION

MEDICAL EQUIPMENT & SUPPLIES MEMORY CARE

Silver Cross............................................ 58

Empress Kanata Retirement Residence............................................... 57

HOME CARE

MOBILITY

HomeWatch Caregivers.......................... 52

Silver Cross............................................ 58

HOME HEALTH CARE SERVICES

NURSING

Home Instead Senior Care .................... 64

Extendicare Ottawa Region.................... 63

IPNO....................................................... 50

Bayshore Home Health.......................... 51 Retire-At-Home Services....................... 59

HOME OXYGEN THERAPY

ORTHOTICS

ProMotion Orthotics............................... 50

VitalAire.................................................. 50

INDEPENDENT LIVING

V!VA Barrhaven...................................... 62

INDEPENDENT SUPPORTIVE LIVING

NURSING HOMES

Empress Kanata Retirement Residence............................................... 57

PHARMACIES

Shoppers Drug Mart: - 3080 Carling Ave.................................. 49 - 1460 Richmond Rd............................... 49 - 1821 Robertson Rd. (Barreiro Pharmacies Ltd.)................... 49 Shoppers Drug Mart - Greenbank & Hunt Club....................... 56

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

Tel.: 613-475-2927 • 800-339-5662

15681 Hwy 2, Brighton, ON K0K 1H0

info@willowpublishing.com • www.willowpublishing.com

46

Community Supporters

PHYSIOTHERAPY

Ottawa Physiotherapy & Sport Clinics........................ outside back Physiocare Physiotherapy & Rehab Centre..................................................... 66

RELOCATION

Tea & Toast............................................. 47

RESPITE CARE

V!VA Barrhaven...................................... 62

RETIREMENT RESIDENCES

All Seniors Care Living Centres - The Courtyards on Eagleson............... 67 Amica at Westboro Park......................... 53

Fairfield Manor Retirement Residence..... 2 Riverstone Retirement Communities...... 65 V!VA Barrhaven...................................... 62

SENIOR CARE

Seniors for Seniors................................. 61

SENIOR CITIZENS SERVICES

Meals on Wheels.................................... 56 Tea & Toast............................................. 47

SLEEP APNEA THERAPY

VitalAire.................................................. 50

TRANSPORTATION SERVICES

Priority Patient Transfer Service............. 52

Billingswood Manor................................ 60 Chartwell Retirement Residences - Riverpark.............................................. 55 - Stillwater Creek.................................... 55 - Empress Kanata Retirement Residence............................................. 57

Retirement Living Search

A complimentary service for seniors and families ASSISTING WITH: Independent & Assisted Living Alzheimer's & Dementia Care Respite / Short Stay

2018.1

Did you know : Searching for Retirement Living options could take you 80+ hours?

Working with an Advisor reduces stress and saves time!

Community Supporters

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Large selection of mastectomy bras and swimwear, full and partial prostheses and, post-surgical garments.

Meet with our certified fitters, prior to your surgery and see what your options are.

The Choice is Always Yours Appointments are preferred • Ask about our mobile service.

CARLINGWOOD SHOPPING CENTRE 2121 CARLING AVENUE SUITE 107/108 • OTTAWA NEW HOURS - OPEN 7 DAYS A WEEK

yourpersonalboutique.ca | 613-722-6614

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Community Supporters

3080 Carling Ave, Ottawa, ON K2B 7K2 (p) 613-820-5350 • (f) 613-820-4472 Open 8am - Midnight 7 days a week!

Free prescription delivery • Medication reviews • Flu shots • Post office • Digital photo lab

1460 Richmond Rd, Ottawa, ON K2B 6S1 (p) 613-596-0509 • (f) 613-596-2936 Free delivery Medication reviews We fill Methadone prescriptions We Blister your medications in weekly packs.

Free diabetes monitor training.

BARREIRO PHARMACIES LTD. 1821 Robertson Rd, Nepean, ON K2H 8X3 (p) 613-828-4487 • (f) 613-828-6641 Open 8am - 10pm 7 days a week Free prescription delivery • easypix Online Pickup Location • Medication reviews • We blister your medications in weekly packs • Free diabetes monitor training • Beauty Boutique

Community Supporters

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Breast Prosthesis Mastectomy bras Post-op camisoles Mastectomy swimwear

Diane Hayes

Certified Fitter/Owner

Kelly’s BOUT IQUE INC.

Tel: 613.248.8989 Toll Free: 866.KELLYS2 (535.5972) PMS RHODAMINE RED PMS 2597 1747A St-Laurent Blvd, Ottawa, ON

A p p OiNT mE NT S A rE Sug g ES T E d

www.kellysboutique.ca M o n t H ly c l i n i c s B y A P P o i n t M e n t o n ly cornwAll coMMunity HosPitAl

Call Vitalaire for your Home Oxygen and CPAP Therapy!

With 6 offices in the area, we have the widest range of equipment and offer 24 hours support, 7 days a week.

1 800 567 0202 C u s tom Foot O r th otics C u s tom O r th op ed ic Br a cin g Or th op ed ic Footw ea r S p or ts Br a c in g Sp ecia lty H os ier y WA R M , F R I E N D L Y A T M O S P H E R E • F R E E P A R K I N G C E N T R A L L Y L O C AT E D • O N - S I T E L A B

1014 MAITLAND AVENUE, OTTAWA, ON K2C 2B6

www.ProMotionOrthotics.ca

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info@promotionorthotics.ca

Community Supporters

Better care for a better life

Home care designed especially for you OUR CLIENTS SAY it’s the compassion and professionalism of our caregivers that makes the difference – and allows them to live with independence and dignity in the comfort of their own homes.

• Nursing • Personal Care • Home Support • Companionship • Foot Care • Driver/Escort Service • Palliative Care

• Funding Investigations • Free Assessments • Nurse Supervised Staff • 24 Hour/7 Day Service

We also care for people in hospitals, long-term care facilities and retirement residences. Contact us today and find out how a personalized care plan can help you or your loved one.

In the Ottawa area, please call

613.226.7682 / www.bayshore.ca

Proudly providing quality hearing health care to the Ottawa area for 60 years We want to help you hear better, live better!

Visit any of our 11 locations in Ottawa and Eastern Ontario, including: BARRHAVEN KANATA Rideau Valley Health Centre Hazeldean Mall 1221 Greenbank Rd. 300 Eagleson Rd. 613-686-1900 613-599-0005 Book your appointment online:

Community Supporters

OTTAWA WEST Westgate Shopping Centre 1309 Carling Ave. 613-729-1404

www.hearingisbelieving.com

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“Ottawa’s number one vendor of home health, mobility and medical products.”

Sales Ottawa-Centre 1644 Bank Street Ottawa, ON K1V 7Y6 Phone : 613-234-1222 Fax : 613-731-4135

Service

Rentals

613-234-1222 www.canadacaremedical.com

Ottawa Hospital General Campus 501 Smyth Road Ottawa, ON K1H 8L6 Phone : 613-737-8844 Fax : 613-737-8215

Each of our clients is wonderfully unique.

The care we provide is, too.

Our belief is that no matter your age, you deserve to betreated as an individual. When people feel heard and respected, they’re more apt to engage in their care. That makes their lives happier and healthier.

Free in-home consultation.

613.730.2188 hwcares.ca/ottawa Serving Ottawa, Nepean, Kanata, Gloucester and Orleans

220 Kennevale Drive, #302 | Napean, Ontario K2J 6B6 Homewatch CareGivers accepts most long-term care insurance.

PRIORITY

PATIENT TRANSFER SERVICE

WHEN YOUR NEEDS GO BEYOND DOOR TO DOOR SERVICE.

PRIORITY is an industry leader, providing stretcher and wheelchair transportation in specialized non-emergency vehicles, staffed by certified health care personnel.

PRIORITY

PATIENT TRANSFER SERVICE

**Innovation Award Winner Priority is compliant with The Ministry of Health and Long –Term Care Standards for Safety and Quality Provisions.

24 Hr. Access To Dispatch Service | Local And Long Distance Ambulatory, Wheelchair, Stretcher and Bariatric Transfers

613.727.0168 Toll Free: 1.866.561.7787

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Book Online: WWW.PPTS.CA Non-urgent Transfers For One Day Or Everyday

Community Supporters

I didn’t expect to feel so comfortable here.

At Amica you can expect to feel at home. Whether joining in our daily activities or spending time with family, here you can always enjoy your day the way you want to.

Expect first-class amenities, with a range of personalized services and care to always meet your needs.

Join us for a complimentary lunch to learn more about Amica!

Mature Lifestyles

Amica at Westboro Park 491 Richmond Road 613-706-4804 amica.ca/westboro

10257AMI_WB_QWCarlHosp_Dir_GRACE_FA.indd 1

pub: Queensway/Carlton Hospital Directory community: Westboro Park (WB) insertion: Annual- june

Community Supporters

ochcommunications #545 67 mowat ave • toronto • 416.515.7562

2018-05-07 2:40 PM

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NEWLy RENOVATED

QUEENSWAY CARLETON HOSPITAL

VISITING FAMILIES RATES FROM $112.00 + taxes • Continental Breakfast • Complimentary High Speed Internet Access • On-site Fitness Centre • Free Parking • Free Local Calls • Coin Operated Laundry • The Brew Table Restaurant

613-726-1717

Toll Free: 1-800-616-7719 350 Moodie Drive • Ottawa, ON • K2H 8G3

O t t awa Ka n at a

Hotel and Conference Centre 1876 Robertson Rd.

Get 15% off your room rate • 5 Minutes from Queensway Carleton Hospital • Guest rooms and suites • Salt Water pool • Luxurious Pillow-top Mattress’ • Extended Stay Suites and Studios • Free high speed internet wifi • Fitness Facility • Free Parking • Onsite Restaurant

613.828.2741 Toll Free 1.866.214.1239

www.DaysInnOttawaWest.com

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www.bestwesternplusottawa.com

Community Supporters

Is it time to consider

RETIREMENT LIVING?

Our Retirement Living Consultants can help.

Chartwell.com 1-844-727-8679 a Chartwell near you RIVERPARK STILLWATER CREEK

Community Supporters

55

Greenbank & Hunt Club 181 Greenbank Rd., Nepean, ON K2H 5V6 (p) 613-820-1306 (f) 613-820-1413 • Free prescription delivery • Free Easy Refill Service • Free Med-Organizer Packs • Free One-on-One Counselling • Free diabetes monitor training • Beauty Boutique • Great selection of Cosmetics • Food • Post Office • ATM

Open 8am - 10pm - 7 days a week

www.shoppersdrugmart.ca RECEivE 15% oFF with this ad

Call us today for a

FREE Consultation and RECEivE a FREE dEntuRE ClEaning & CaRE kit

613-695-9229

Meals on Wheels ottawa

M ore than just a me al!

Hot or frozen nutritious meals delivered to your home.

• Variety of meals consisting of soup, a main dish, fresh fruit or salad, and dessert • Selection of special diets

Helping residents of central Ottawa since 1968.

For more information call 613-233-2424 or visit our website

full Service denture clinic

6 7 0 A l b e rt S t r e e t | O t tAwA , O N

2210 Prince of WaleS dr. #701 | ottaWa, on

www.mealsonwheels-ottawa.org

LOOK BEYOND MASTECTOMY BOUTIQUE EvErything you nEEd bEforE and aftEr a mastEctomy

• • • • •

Mastectomy Wear Bras for Everyone Compression Garments Swim Suits Tuesday is Seniors Day! 10% Off a breast form when you purchase a post mastectomy bra

Breast Forms, Wigs, Head Scarfs

everything

print, design

&web L in da Mo r in

owner and author of

“the courage to Look beyond”

11-2039 robErtson rd | ottawa | bELLs mEws PLaza

613-422-4331 • www.lookbeyond.ca

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We are...

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

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

Community Supporters

Helping residents have a good day,

EVERY DAY!

MEMORY LIVING AT CHARTWELL • Secure and purposefully-designed • Individualized plans of care with environment located on main floor high staff-to-resident ratios to build familiarity and trust • Family-style dining with residents participating in meal preparation • Engaging life-enrichment activities and clean-up that balance routine with flexibility • Professional guidance from a dedicated Dementia Counsellor and Memory Living Manager

• Access to dedicated outdoor space

To learn more about our Chartwell Memory Living program call 613-663-2965 or visit chartwell.com

170 McGibbon Drive Kanata Some conditions apply.

Community Supporters

57

Let Beechwood Cemetery help you start the conversation.

280 Beechwood, Ottawa - 613-741-9530 – www.beechwoodottawa.ca Owned by the Beechwood Cemetery Foundation and operated by The Beechwood Cemetery Company

Stay home. Stay mobile.

Your one-stop solution for virtually every type of mobility product. Our team of accessibility specialists will work with you and your caregivers to meet all of your mobility needs. Call us for a free in-home assessment, or visit our showroom and discover ways to improve your independence.

5300 Canotek Road #42 Ottawa

613.231.3549 | 844.352.7677 silvercrossstores.com

stairlifts • porch lifts • accessible vans • walkers • daily living aids • ceiling lifts • medical beds

58

Community Supporters

Helping Seniors Remain in the Home they Love!

For over 20 years Retire-At-Home has helped seniors return home from hospital by providing the ongoing care they need.

Our customized services include: l Hospital Discharge l Nursing Supervision l Live-In Care l Personal Care l Home Support l Companion Care l 24-hour support l So much more!

TM

SERVICES

Contact us for a free consultation.

We’ll visit you at home or in the hospital!

613-798-5111 www.RetireAtHomeOttawa.com

YourHealth. YourHome. YourChoice.

Community Supporters

59

The place for you, the place for mom or the place for dad.

Come Home to Billingswood Manor A unique retirement living environment where new friendships are made and each day offers you something new!

MOVE IN INCENTIVE: Choose between one month of free rent or no rent increase for 3 years Convalescent stay rate $86.00 per day

1370 Bank St., Ottawa ON K1H 8N6

613-731-8448

www.billingswoodmanor.com Contact us and book your tour

See this publication and more at:

patientdirectory.ca

Quality Healthcare Publications 60

Community Supporters

Experience the joys of

senior companionship.

Seniors for Seniors offers a variety of services to suit your needs: Drop-In Companions Live-In Companions Driver Companions

Overnight Services Homemaking Services Handypersons

Hospital Bedside Companion

613-627-3773

W W W. S EN I O R S F O R S EN I O R S .C A

RESPITE SUITES AVAILABLE

Recovering from illness or injury? We can help!

Along with Independent Living and Assisted Living suites, V!VA Barrhaven Retirement Community offers all-inclusive respite packages designed to ensure the most relaxing, rejuvenating and supportive recovery possible. Packages include: Nursing care 24 hours a day with a caring, professional team Post-operative respite care Emergency call-button system with direct access to our Wellness Team Medication administration Support with activities of daily living including personal laundry, and bathing assistance Beautifully furnished private suites including cable, local telephone and recovery furniture (where available) Three delicious and balanced meals daily

Please call Chelsea at 613.823.0220 to learn more!

275 Tartan Drive, Nepean, Ontario K2J 6A9 At Strandherd Drive, only 10 minutes from Manotick, Stittsville and Kanata Call 613.823.0220 or visit www.vivalife.ca

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Community Supporters

one of Canada’s largest providers of long-term care Dignit y • Tr u s t • Re sp e c t • Un d e r sta n d in g

“

I just love it here. The staff are great – you could not ask for better people.

And the activities are out of this world. It’s a happening place and I don’t want to go anywhere else.

”

Ex p e r i enc e • Qu a lity • C h o ic e We recognize that making the decision to move into a long-term care home, or helping someone you care about make that decision, can be difficult. By consistently delivering exceptional quality care and service; by employing caring and highly skilled healthcare professionals and support workers; through programs that support quality of life; and by our commitment to continuous quality improvement, Extendicare can make a positive, supportive contribution in a difficult time.

• Our residents’ and family councils and our Commitment to Residents ensure that the people we serve are the central focus behind the decisions we make • Our staff and leadership are trained professionals who care for each resident as an individual using a team process

• Our homes are accredited using a comprehensive review process conducted by the Canadian Council on Health Services Accreditation • Our service programs ensure that we remain committed to exceeding the expectations of our customers

O T T AWA R E G i O N ExTEnDiCaRE STaRwooD 114 Starwood Road, Nepean, ON, K2G 3N5 Tel: (613) 224-3960 Fax: (613) 224-9309 cnh_starwood@extendicare.com

ExTEnDiCaRE wEST EnD Villa 2179 Elmira Drive, Ottawa, ON, K2C 3S1 Tel: (613) 829-3501 Fax: (613) 829-3504 cnh_westendvilla@extendicare.com

ExTEnDiCaRE MEDEx 1865 Baseline Road, Ottawa, ON, K2C 3K6 Tel: (613) 225-5650 Fax: (613) 225-0960 cnh_medex@extendicare.com

ExTEnDiCaRE nEw oRChaRD loDgE 99 New Orchard Avenue, Ottawa, ON, K2B 5E6 Tel: (613) 820-2110 Fax: (613) 820-6380 cnh_neworchardlodge@extendicare.com

ExTEnDiCaRE laURiER ManoR 1715 Montreal Road, Gloucester, ON, K1J 6N4 Tel: (613) 741-5122 Fax: (613) 741-8432 cnh_lauriermanor@extendicare.com

www.extendicare.com Community Supporters

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Help your loved one make a safe return home.

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.

•

Proudly serving Ottawa seniors since 2004

613.599.6906 HomeInsteadOttawa.ca

Each Home Instead Senior Care franchise office is independently owned and operated. © Home Instead, Inc. 2017

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• • • • • •

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

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

Community Supporters

S U S P U P O P R O T R TI VI E V V E L V B L Y B A Y Y A O Y K O K

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Specializing in Memory Care Living Ottawa’s only single story Memory Care residence Limited Suites Available.

Call or Visit us TODAY! nished Fully Furvailable Suites A pite & for Res nce Stays ce Convales more,

613.806.3516

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613.806.3

Providing ongoing quality of life in an elegant, secure memory care community Specializing in

Assisted Living & Memory Care AT YOUR SERVICE:

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613.878.0273

630 Eagleson Road, Kanata, ON

• 24 Hour Nursing Care • Family physician & dementia consultant • Uniquely designed with natural light throughout • Peaceful & secure outdoor courtyards

www.allseniorscare.com

• Holistic & therapeutic activities • Aging-In-Place Living • Chef prepared delicious, easy-to handle, visually appealing meals & dietician approved menu • Pet friendly

N E W EXCLU SIV E

S ER VICES

D IE T ICIAN S E R VI C E S R UNNING E VALUAT I O N S CUS TO M OR T HOT I C S CUS TO M K N E E B R AC I N G MA SSAG E T HE R APY INT R AM U S C U L AR S T I M U L ATION D RY NEE DL I N G TMJ O NLINE B OOK I N G H EA LT H I N FO S E S S I ON S

WWW.OPTSC.COM BARRHAVEN 35 Larkin Drive Barrhaven ON K2J 2T2 613.825.8548

ORLEANS Unit #8- 1420 Youville Drive Orleans ON K1C 7B3 613.830.3466

WESTBORO 347 Churchill Avenue N Ottawa ON K1Z 5B8 613.728.4160

OLD OT TAWA EAST 194 Main Street Ottawa, Ontario K1S 1C2 613.567.4808

HUNT CLUB Suite 204 - 2446 Bank St. Ottawa, Ontario K1V 1A4 613.247.1245