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PATIENT SERVICES Directory

QHC Prince Edward County Memorial Hospital 403 Main Street Street Picton, Ontario K0K 2T0 Phone: (613) 476-1008 web site: www.qhc.on.ca

This directory is yours to keep. Please take it home with you when you leave the hospital. QHC is a reduced-scent environment. Please refrain from wearing scented products when visiting our hospitals.


Welcome to Quinte Health Care Prince Edward County Memorial Hospital Dear Hospital Patients and Visitors,

Mary Clare Egberts President & CEO Quinte Health Care

Quinte Health Care is dedicated to the delivery of care that is safe, effective, accessible, and patient and family centered. Our services are provided through four hospitals – QHC Belleville General Hospital, QHC Trenton Memorial Hospital, QHC Prince Edward County Memorial Hospital and QHC North Hastings Hospital. Quinte Health Care has approximately 1700 employees and a medical staff of more than 300 physicians working together to deliver the best possible care to a diverse region in Hastings and Prince Edward Counties and the southeast portion of Northumberland County. In addition to highly educated and talented health care professionals, Quinte Health Care is also very fortunate to receive community support from hard-working volunteers who give freely of their time and talents to serve our patients, staff and visitors. Exceptional community support is also evidenced by the numerous donations we receive through the Foundations that support Quinte Health Care. These gifts enable us to purchase state-of-the-art medical equipment in order to improve care for you and your loved ones. QHC is committed to providing exceptional care and we welcome opportunities to hear about your experiences while under our care. Understanding your experiences will allow us to learn what we are doing well and where we can improve. Contact our Patient Experience Specialist at (613) 969-7400 ext. 2033. Please see page 16 for details on how to contact our Patient Experience Specialist. We value your feedback, welcome suggestions and look forward to serving you during your time with us. Sincerely, Mary Clare Egberts President & CEO Quinte Health Care

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Table of Contents Welcome Message......................... 2 Who We Are..................................... 4 Exceptional Care, Inspired by You.............................. 5 Combating the Spread of Infection........................................... 6 Patient Declaration of Values....... 9 Care and Support at Home......... 11

HOSPITAL INFORMATION Accessibility................................... 12 Admission to the Hospital............. 12 Your Health Care Team................ 13 Ambulance Transport................... 14 Balloons.......................................... 14 Bathing........................................... 14 Billing............................................... 15 Call Bell........................................... 15 Cellular Phones.............................. 15 Discharge....................................... 15 Feedback...................................... 16 Fire Safety....................................... 16 Hospital Security............................ 16 Inquiries About Your Health......... 17 Medications................................... 17 Organ Donation............................ 17 Patient Identification.................... 17 Patient Information....................... 17 Patient Safety................................ 17 Perfumes/Scented Products........ 18 Privacy............................................ 18 Room Differential Rates................ 18 Smoking.......................................... 18 Valuables and Patient Belongings...................................... 18 Visiting Hours and Policy............... 19

Non-Urgent Patient Transfers and Transportation Private Pay Arrangements........... 20

HOSPITAL SERVICES Coffee Shop.................................. 21 Flowers............................................ 21 Mail................................................. 21 Meals.............................................. 21 Parking............................................ 22 Spiritual Care................................. 22 Taxis................................................. 22 Telephones..................................... 22 Televisions....................................... 22

HOW YOU CAN HELP US You May Wish to Become a QHC Volunteer.......................... 23 How to Become a Volunteer....... 23

You May Wish to Make a DonatioN.............................24 COMMUNITY SUPPORTERS INDEX.................26

We are constantly changing to meet your needs. Information presented may be subject to change. Revised November, 2016.

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Who We Are Quinte Quinte Health Health Care Care (QHC) (QHC) consists consists of of four four hospitals: hospitals: • QHC Prince Edward County Memorial Hospital QHC Belleville General Hospital (in the town of Picton, Ontario) (in the city of Belleville, Ontario) • Trenton Memorial Hospital • QHC QHC Trenton Memorial Hospital (in the city of Quinte West, Ontario) (in the city of Quinte West, Ontario) • Belleville General Hospital • QHC QHC North Hastings Hospital (in the city of Belleville, Ontario) (in the town of Bancroft, Ontario) • QHC Prince Edward County Memorial Hospital QHC North Hastings Hospital • (in the town of Bancroft, Ontario) (in the town of Picton, Ontario) Quinte Health Care provides primary and secondary services to a diverse catchment area of approximately 160,000 people in Hastings and Prince Edward Counties and the southeast portion of Northumberland County. The QHC district covers 7,000 square kilometers and is made up of both urban and rural areas. The district includes Canadian Forces Base Trenton, the largest air force base in Canada. QHC has more than 250 inpatient beds, four full-service Emergency Departments; Surgical Operating Rooms; a Rehabilitation Day Hospital; a Children’s Treatment Centre; Diabetes Education Centres; and a full range of Ambulatory Care Clinic services. Care is provided at all of our hospitals by well-trained, highly-skilled and dedicated health professionals. These include physicians, nurses, technologists, technicians, support staff, and others. There are approximately 1700 employees at QHC and more than 300 medical staff have privileges. The operating budget for QHC is approximately $175 million. Quinte Health Care is governed by a 17-member Board of Directors – 12 volunteer community members and five ex-officio members (President, Chief of Staff, Chief Nursing Officer and President and Vice President of the Professional Staff Association). The Board is responsible for monitoring quality and effectiveness; establishing strategic direction and ensuring financial and organizational viability.

QHC is Fully Accredited by Accreditation Canada Corporate headquarters are located at QHC Belleville General Hospital: 265 Dundas Street East Belleville, Ontario K8N 5A9 Phone: (613) 969-7400 ext. 2400 • Fax: (613) 968-8234 web site: www.qhc.on.ca

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ExCEPTiONAl CARE, Exceptional Care, iNSPiRED By yOu Inspired by You This directory has been prepared to help you get to know Quinte Health This directory has been prepared to help you get to know Quinte Health Care and QHC North Hastings Hospital ~ the services we provide, the Care and QHC Prince Edward County Memorial Hospital ~ the services we responsibilities we assume and those we ask you to take on. provide, the responsibilities we assume and those we ask you to take on.

It’s Your Health Care – Be Involved you are an essential member of the health care partnership with an important role to play throughout each step of your care. For your safety and to ensure the highest quality care, it is very important that you and your health care providers work together and communicate. The following five tips outline what you can do to be involved and make informed decisions. 1. Be involved in your health care. Speak up if you have questions or concerns about your care. 2. Tell a member of your health care team about your past illnesses and your current health condition. 3. Bring a complete list of all your medications with you when you come to the hospital or go to any medical appointment.

Your Health Care Be Involved

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

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

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

Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.

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

www.oha.com

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WORkiNG TOGETHER TO COMBAT THE SPREAD OF iNFECTiON Hand cleaning is one of the best ways you and your health care team can prevent infections from spreading. The following information, produced by the Ontario Hospital Association, is from their program entitled “Clean Hands Protect Lives”. it is worth repeating here and worth reading again and again. Patients, visitors, and staff all play a part in preventing germs from spreading.

Did you know that germs are most often spread through your hands? keeping your hands clean is very important in hospitals and other places where the risk of infection is high. You will be provided with a hand wipe on your meal tray to clean your hands with before you eat.

Your health care team works hard to keep their hands clean as well. your health care team plays a big role in preventing the spread of infection. They are committed to giving you clean, safe care. There are important moments when your health care team should clean their hands, such as: • Before and after touching objects in a patient’s room and going to another room • Before and after treating patients • Before and after special procedures, such as giving a needle

Your Health Care - Be Involved

• After contact with body fluids, such as blood or urine

When should your health care team wear gloves? Wearing gloves does not prevent germs from spreading from patient to patient. So, don’t expect your health care team to always wear gloves. But do expect them to clean their hands at the right time and in the right way.

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www.oha.com/patientsafetytips


There are times when your health care team should wear gloves. For instance, they wear gloves when they are treating open wounds or taking blood. They may also wear gloves when taking care of a patent in isolation. These patients need special care and protection. if you are visiting a patient in isolation, you will also have to wear special protection, such as gloves, a mask, and/or a gown. Once your health care team is finished with a task, they will throw the gloves away. They clean their hands carefully both before and after using the gloves.

As a visitor, when you come to a hospital, hand cleaning is your responsibility too. Think about the times that you would clean your hands at home, such as: • Before and after eating • After using the washroom • After sneezing, coughing, or blowing your nose. Make sure you clean your hands at these times and even more often when you are in the hospital. When visiting someone in hospital remember: • Clean your hands before and after visiting a patient • if you are visiting a patient on isolation precautions, please follow the instructions of staff and as posted on the precautions sign. We ask that you do not visit other patients after visiting a patient on precautions.

There are two ways to clean your hands. You can clean your hands by using: 1. Hand sanitizer provided by the hospital. Alcohol hand sanitizer is easily accessible for handwashing, but should not be used if your hands are visibly soiled. 2. Soap and water using the soap in the dispensers at the sink • use warm running water and soap. • Rub hands together briskly for 15 seconds. • Rinse hands thoroughly and dry well. • use paper towel to turn off the tap.

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After cleaning, make sure your hands are dry before you touch anything. This is very important when you use the hand rub as well.

Use these tips at home too! Visitors who do not feel well should not visit with patients until they are feeling well again. When you are in the hospital, don’t be shy about telling visitors to stay home if they are not feeling well. That is another big way we can keep infections from spreading in the hospital.

Remember ‌ please do not visit if you are sick with a cough, fever, or have an upset stomach or diarrhea.

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PATiENT DEClARATiON OF VAluES Our patients and family members have told us that the following values are most important to them. Quinte Health Care is committed to delivering care that is guided by these values. Compassion (Imagine It’s You) • My family and i will be shown empathy, patience and respect in every interaction, especially at our most vulnerable. • i can feel confident that QHC is striving to consistently meet my expectations throughout my entire hospital experience. • i will feel protected in a clean, comfortable and safe environment. • My access to appropriate care and services will be as easy and timely as possible to support me in maintaining my optimal health. Respect (Respect Everyone) • i know that my personal dignity and privacy will be respected. • Regardless of who i am, and what my abilities may be, i will receive fair and accessible treatment that balances the competing needs of all patients. Accountability (Take Ownership) • i will have the opportunity to express concerns and get answers to my questions. • i will be immediately informed if an error is made and the process to correct the error will be explained to me. Teamwork (We all help provide care) • i will be given complete information about my diagnosis and treatment in a way that i can understand, so that my family and i can be active participants in my care and make informed decisions. • My health care team will collaborate with each other and with others outside of the organization to optimize my personal health and abilities while i am at the hospital and to plan my discharge home. Learning (Always strive to improve) • i can feel confident that i am receiving the best possible care the hospital can deliver, using up-to-date knowledge and the intelligent use of available resources. • My care will be provided in the safest way possible to reduce the likelihood of errors or harm. • QHC will learn from my patient experience to improve the care provided to others.

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What We Ask of You As partners in your care, we ask that patients and family members also respect the following values while at QHC. Compassion (Imagine It’s You) • Treat staff, volunteers, other patients and families with understanding and dignity. • Try to be flexible and understand that not all answers can be provided right away. Respect (Respect Everyone) • Follow hospital rules and treat hospital property with care. Accountability (Take Ownership) • Ask questions when you do not understand. Share your concerns with us. • Strive to attend your appointments and inform us of any changes to your schedule. Teamwork (We all help provide care) • listen openly to the information provided by your health care team. • As family members at QHC, provide comfort and support in the special ways that only families can. Learning (Always strive to improve) • Acknowledge the important role QHC has in education and contribute to the experiences of students and learners. let us know how we can improve the quality of care at QHC.

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Supporting you in your return home  Supporting you in your return home  Planning a safe return home begins the time admission patients. Planning forfor a safe return home begins atat the time ofof admission forfor allall patients.

Planning for a safe return home begins at the time of admission

Your in-hospital care team will speak to you about a plan for discharge and in-home supports so you may Your in-hospital care team will speak to you plan for discharge and in-home supports so you may forabout all apatients. return home when it is no longer necessary for you to be in hospital. return home when it is no longer necessary for you to be in hospital.

Your in-hospital care team will speak to you about a plan for discharge and in-home supports so you may return home when it is no longer necessary for you Whengoing goinghome homeisiscomplicated, complicated, there maybebesome someadditional additionalsupports. supports. When there may to be in hospital.

Inhome home supports When In going home is complicated, there may be some supports There are additional supports to assist at risk individuals and their family caregivers who: There are additional supports to assist at risk individuals and their family caregivers who: additional supports. 

Need care and support in order to leave hospital and go home. Need care and support in order to leave hospital and go home.

 supports Are waiting for a vacancy in a long-term care home. In home  Are waiting for a vacancy in a long-term care home.

There are additional supports to assist at risk individuals and their family caregivers who: What’schanged? changed? What’s • Need care and support in order to leave hospital and go home.  Better planning between the hospital and providers of in-home and community supports.  Better planning between the hospital and providers of in-home and community supports. • Are waiting for a vacancy in a long-term care home.  A new level of commitment by your in-hospital care team and community services to ensure 

A new level of commitment by your in-hospital care team and community services to ensure that long-term care choices can be made at home without pressure. that long-term care choices can be made at home without pressure.

What’s changed?

• Better planning between the hospital and providers of in-home and HowdodoI get I getthese thesesupports? supports? How community supports.  While in the hospital you may at any time ask any member of your in-hospital care team to • A new level of commitment by your in-hospital care team and  While in the hospital you may at any time ask any member of your in-hospital care team to arrange a meeting to discuss your needs when returning home. community services to ensure that long-term care choices can be made arrange a meeting to discuss your needs when returning home.  The Community Care Access Centre’s (CCAC) Hospital Care Coordinators are specialists in  The Community Care Access Centre’s (CCAC) Hospital Care Coordinators are specialists in at home without pressure. planning for in-home professional services, which include services such as nursing and planning for in-home professional services, which include services such as nursing and personal care assistance. The CCAC and hospital staff may work together to assist you and

care assistance. The CCAC and hospital staff may work together to assist you and How do personal I get these supports? your family to plan for services at discharge your family to plan for services at discharge

 Hospital staff and the CCAC also work with Community Support Services (CSS)  Hospital staff and the CCAC also work with Community Support Services (CSS) • While in the hospital you may at any time ask any member of your agencies(specialists in home-help, including meals, homemaking, and transportation) to agencies(specialists in home-help, including meals, homemaking, and transportation) to in-hospital care team to arrange a meeting to discuss your needs when support you at home or while you wait at home for a long-term care home vacancy. support you at home or while you wait at home for a long-term care home vacancy. returning home. • The Community Care Access Centre’s (CCAC) Hospital Care If you were already receiving services at home before coming to hospital, your in hospital care team will work If you were already receiving services at home before coming to hospital, your in hospital care team will work Coordinators are specialists in planning for in-home professional services, with you and your family and/or caregivers to ensure you receive appropriate supports when you return home. with you and your family and/or caregivers to ensure you receive appropriate supports when you return home. For thosewhich include services such as nursing and personal care assistance. outside of the hospital wanting more information the CCAC may be reached at 310-CCAC(2222). For those outside of the hospital wanting more information the CCAC may be reached at 310-CCAC(2222). The CCAC and hospital staff may work together to assist you and your family to plan for services at discharge • Hospital staff and the CCAC also work with Community Support Services (CSS) agencies(specialists in home-help, including meals, homemaking, and transportation) to support you at home or while you wait at home for a long-term care home vacancy.

if you were already receiving services at home before coming to hospital, your in hospital care team will work with you and your family and/or caregivers to ensure you receive appropriate supports when you return home. For those outside of the hospital wanting more information the CCAC may be reached at 310-CCAC(2222).

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Hospital Information Accessibility Quinte Health Care is committed to accessibility (as outlined in the Accessibility Standards for Customer Service Ontario Regulation 429/07). If a patient or visitor requires an alternate format for documents, QHC will work with that person to agree upon an alternate format and provide the person with materials which take into account the person’s disability. If you require an alternate format, please contact the Communications Department at (613) 969-7400 ext. 2677. To access a language interpreter or sign language interpreter, patients should ask a member of their care team.

Admission to the Hospital When you arrive at the hospital, you will be required to present your Ontario Health Card. Upon admission, you will be given an identification bracelet to be worn at all times while you are in the hospital. What to Bring For Your Hospital Stay • Ontario Health Card • Proof of additional health insurance coverage for preferred hospital accommodations • Calling card for long distance calls • Workers Compensation Board (WCB) claim number (if you have one) • Social Insurance Number • Cheque or credit card to pay additional expenses • Slippers, pajamas and robe, socks and supportive walking shoes • Toothbrush and toothpaste • Comb and brush • Facial tissues and shaving supplies • Body lotion, soap, shampoo and powder • Sanitary items • Complete list of all present medications Please Do Not Bring: • More than $20 cash • Personal valuables, such as jewellery • Electric personal care items other than a hair dryer or electric razor • Cigarettes, tobacco, pipes or cigars • Medication (unless instructed by your physician or nurse)

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Your Health Care Team A multi-disciplinary patient care team provides your care while in the hospital. Your Team Members May Include: • Dietitians • Community Care Access Centre case managers • Nurses • Pharmacists • Physicians • Physiotherapists • Occupational therapists • Recreation therapists • Rehab assistants • Technicians • Patient Flow Coordinators • Personal Support Workers • Speech Language Pathologists • Spiritual Care (Clergy) • Palliative Care/Grief Support • Hospice • Social Workers Other members of the Health Care Team who add support include: • Medical Device Reprocessing Department (MDRD) • Clerical • Facility Services (Maintenance) • Food Services • Health Records • Hospitality Services (Housekeeping) • Human Resources • Information Services • Materiel Management • Patient Registration • Volunteers Quinte Health Care Prince Edward County Memorial Hospital offers a full range of Clinical and Diagnostic services including: • Cardiology • Complex Continuing Care • Emergency Service

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• Medical Inpatient • Outpatient Clinics • Physiotherapy - Inpatient only • Radiology • Endoscopy *Please note, this is a list of services that are available at QHC PECMH. Additional services are available at the other hospitals if required for your care.

Ambulance Transport The Ministry of Health and Long-Term Care pays most of the cost for an ambulance trip (land or air ambulance) for a patient who is injured or very ill. The patient usually pays $45 of the cost*. The patient must pay the full cost of a land ambulance trip ($240) when the trip is not medically necessary or when the patient does not have a valid Ontario Health Card or Health 65 Card. * The $45 charge does not apply to those who are: • Receiving provincial social assistance • Transferring from one hospital to another for insured, medically necessary treatment • Transferring from hospital to rehabilitation facility, treatment facility for physically disabled children, medical laboratory or X-ray facility approved by the Ministry of Health and Long-Term Care • Enrolled in the Ministry’s Home Care Program

Balloons Since latex balloons can cause allergic reactions in some people, we ask that no latex balloons be brought onto the premises. Mylar balloons are permitted.

Bathing – For those who require a bath in bed or at the bedside Quinte Health Care uses a bathing system which supports reducing the number of hospital acquired infections. The “Comfort Bath” product provides the same benefits as soap and water and is being used by our patients who require a bath in bed or at the bedside. The Comfort Bath, which contains pre-moistened wash cloths, replaces the basin which can harbour and grow bacteria that cause infection. The wash cloths are gentler on the skin than regular soap and contains purified water and moisturizers so the skin will not feel dry.

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Although the Comfort Bath is the preferred option at Quinte Health Care for those who require a bath in bed, if you are uncomfortable using the Comfort Bath product after the benefits are explained to you, please let your nurse know, as the traditional basin method for washing can be used. Some of the benefits of the Comfort Bath product include: • Cleansing solution contains purified water and does not require a basin, which limits exposure to bacteria that can cause infection • Pre-moistened cloths are softer and more comfortable than traditional hospital wash cloths • Cleanser in the cloths is more gentle to the skin than regular soap • There are moisturizers in the cleaning solution so skin will not feel dry • The wash cloths are insulated so patients will be able to have a warm and comfortable bath

Billing Patient accounts may be settled at Patient Registration.

Call Bell If you require immediate assistance, please use the call bell beside your bed. A staff member will answer your call as soon as possible.

Cellular Phones The use of cellular phones and other wireless devices are prohibited in direct patient care areas. However, cell phones are permitted in nonpatient care areas such as lobbies, waiting areas and eatery areas provided it does not violate respect for others’ need for quiet and privacy.

Discharge We know that when you are well, you would rather be at home. Our goal is to help get you there. As soon as you are admitted, we will work with you and your loved ones to plan your care and prepare you to go home. Discharge time is between 8 a.m. and 11 a.m. Your Physician or Nurse will inform you of your discharge date in advance, so you can make arrangements to have someone assist you in going home. Your co-operation related to discharge time will ensure that we can provide beds for patients who are waiting for admission. If assistance is unavailable, the Unit Communications Clerk (UCC) can arrange for a taxi to meet you at the main entrance. Please be sure to take all personal belongings when you leave and remember to pick up your Hospital Identification Card from the unit clerk. Need a prescription filled? Prescriptions for medications may be filled at a pharmacy. There are pharmacies located within the community.

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Feedback If you have questions, feedback or have a complaint about the care you or your family member is receiving, your health care team needs to know. Please don’t hesitate to initiate a discussion with a member of your care team or the clinical manager. If, after speaking to your health care team or the manager you feel your case requires further attention, we invite you to contact our Patient Experience Specialist. You may do so by telephone, letter, or email. QHC Corporate Headquarters QHC Belleville General Hospital Attn. Patient Experience Specialist 265 Dundas Street East Belleville, Ontario K8N 5A9 Phone: (613) 969-7400 ext. 2033 Toll Free: 1-800-483-2811 Email: patientexperience@qhc.on.ca Regular business hours are Monday - Friday, 8 a.m. - 4 p.m. To follow-up on your concern, our Patient Experience Specialist will contact you to explain our process, which includes obtaining your patient consent and some additional information, as well as describing a likely timeline. Our process is open and transparent. We will keep you informed at appropriate intervals about the progress of the investigation. If other accessible formats or communication supports are required, please contact our Patient Experience Specialist to make alternate arrangements.

Fire Safety You may hear one of our regular fire drills during your hospital stay. When you hear the fire alarm, please return to your room and remain there with any visitors until you receive the all-clear message. We will inform you should any action become necessary. If you are in the hospital Cafeteria, please stay there until the all clear signal is given. Elevators must not be used when there is a fire or a fire drill.

Hospital Security Hospital staff, Medical staff, and Volunteers are easily identified by their photo identification badge. If you observe any suspicious activity or individuals, have lost personal items, or have any security concern, please notify a staff member immediately.

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Inquiries About Your Health Family members wishing to inquire about your health should telephone the Patient Care Unit after 9:00 a.m. If you have many relatives, please assign one person to call and share the information received with your family. Information about your health is not released to anyone other than a family member and only with consent. Should you have any concerns during your hospital stay, please speak with your nurse, or the person in charge of the Unit.

Medications Following Physician’s orders, the hospital provides drugs for patients during their stay in hospital. Patients using research drugs or patients routinely taking drugs which are not usually available at the hospital, may have to provide them if asked to do so by a Nurse, Physician or Pharmacist.

Organ Donation QHC participates in an organ donation program. Please register your consent to be an organ and/or tissue donor at Beadonor.ca and express your wishes to your family.

Patient Identification A bracelet will be given to you upon admission and it must be worn for identification during your hospital stay.

Patient Information Patient room numbers, telephone extensions and directions to patient rooms are provided at the Patient Registration Desk. When you are provided with a patient’s room number, please dial (613) 476-1008, then “4”, then the room number for direct phone access.

Patient Safety Patient safety continues to be a top priority for Quinte Health Care, recognizing that health care cannot be high quality unless it is also safe. QHC is committed to initiatives that develop, maintain and foster a culture of safety for our patients, families, staff and physicians. If you have any concerns about your safety, please speak to a member of your health care team.

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Perfumes/Scented Products

QHC is a Reduced-Scent Environment. Scented products can cause serious reactions among our patients, our staff, our volunteers, and our visitors. Reactions can include headache, nausea, breathing difficulties and skin reactions. Please refrain from wearing scented products in this hospital or having heavily scented flowers. Your cooperation will be very much appreciated by everyone.

Privacy Your privacy is protected. At Quinte Health Care, an important part of our commitment to provide quality health care is our respect for your right to privacy. Keeping our patients’ information and affairs in strict confidence is a QHC priority and we have a number of policies and procedures in place to ensure your privacy is protected.

Room Differential Rates If you would like to upgrade your room from ward to semi-private, or from semi-private to private, you may do so provided the requested room is available. There is a daily cost to you to upgrade from your OHIP or other insured coverage room to the next categories. For more information, please call the Patient Registration Desk at 4589.

Smoking On January 1, 2016, the Smoke-Free Ontario Act mandated all hospitals to be smoke free. Smoking is not permitted on hospital property and anyone who is caught smoking on hospital property could face a fine. We appreciate your co-operation and understanding. At Quinte Health Care, we are committed to the promotion of your good health. Therefore, we view your hospital stay as an ideal time to quit smoking. We can help. Speak to your health care provider for more information.

Valuables and Patient Belongings All valuables (jewellery, money, etc.) must be kept at home. All personal belongings brought to the hospital, including equipment, must be clearly labelled for identification purposes. The hospital is not responsible for the loss of any personal items. Equipment has to be checked to ensure it is working safely before being used in the hospital.

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Visiting Hours and Policy Quinte Health Care is committed to patient and family centered care, positive health outcomes and the safety and security of patients, their families, our staff and our community. QHC encourages visits from family throughout the patient’s hospital stay. We know that having loved ones nearby while in hospital will make our patients more comfortable and will support their recovery. Please keep the following in mind: • QHC welcomes visitors to the hospital to help with the recovery and well being of our patients. • Visiting is based on the condition, care needs, and expressed wishes of the patient at the time of their current hospital experience. • Visiting hours are flexible to accommodate the patient circumstance; there are no prescribed hours. Visiting may be adjusted in timing and the number of visitors based on the clinical care needs of the patient. • Visiting may be interrupted for the provision of patient care. • Visiting may be restricted to protect the health care needs and privacy rights of other patients or to maintain safety and security decisions. • It is recommended that patients admitted to the hospital should have no more than two visitors at a time. • Between 9 p.m. and 6 a.m., visitors must enter through designated locations: o QHC BGH – Emergency Entrance o QHC NHH – Emergency Entrance o QHC PECMH – Emergency Entrance o QHC TMH – Emergency Entrance • Visitors who are feeling unwell: have an infection: have symptoms of respiratory illness, symptoms of flu-like illnesses or symptoms of other communicable diseases should not visit. Appropriate Personal Protective Equipment (PPE) must be worn as instructed to support existing safety procedure requirements. • Visitors must perform hand hygiene with soap and water or alcohol based hand rub before and after visiting a patient. • Visiting children under 12 years must be directly supervised by an adult, who is not the patient.

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Non-Urgent Patient Transfers and Transportation Quinte Health Care believes in providing a standard of excellent patient-centered care and ensuring the safety of all patients throughout their hospital stay, including during times of transport. As primary and secondary referral centres for other health care facilities, QHC provides a variety of in-and out-patient services for residents of the community who may require transportation. Although urgent care may not always be required for transportation, patients sometimes require transportation by personnel trained in the safe portering of patients between facilities. Although you have a right to choose your own non-urgent patient transfer service provider, Spectrum is the non-urgent transportation provider of choice under a southeast regional contract (with QHC as a member). Spectrum Patient Services offers transportation for patients who need a stretcher or wheelchair. To contact Spectrum Patient Services, please call 1-866-527-9191.

Private Pay Arrangements Patients have the option to research and/or choose their own non-urgent patient transfer provider and may contact the provider they choose with their payment information.

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Hospital Services Coffee Shop The PECMH Auxiliary runs a Coffee Shop in the Picton Clinic, which is across from the main entrance of Prince Edward County Memorial Hospital. The menu includes fresh made-to-order sandwiches, salad plates, bagels, yogurt, muffins and goodies along with coffee, tea, juice and soft drinks. They also operate the coffee cart which is located at the Emergency area of the hospital.

Hours of operation are: Monday, Tuesday and Thursday: Wednesdays and Fridays:

9 a.m. – 3 p.m. 9 a.m. – 1 p.m.

Flowers If you receive flowers, they will be delivered by the florist’s delivery service. Please do not keep heavily scented flowers, as QHC is a reduced-scent environment. Scented products can cause serious reactions, including headache, nausea, breathing difficulties and skin reactions, among our patients, staff, volunteers and our visitors.

Mail Incoming mail will be delivered to your Patient Care Unit. Please inform friends and family to address your mail as follows: Your Name and Unit / Room Number c/o Quinte Health Care Prince Edward County Memorial Hospital 403 Main Street East Picton, Ontario K0K 2T0 Any mail received after your discharge will be forwarded to the address on your medical record.

Meals Patient meals have been designed with Canada’s Guidelines to Healthy Eating in mind and will allow patients to obtain all of their nutritional requirements. A full range of therapeutic diets such as diabetic and cardiac can be ordered by your physician.

Patient meals are delivered at the following times: Breakfast: 7:30 a.m. to 8 a.m. Lunch: 11:30 p.m. to 12 p.m. Dinner: 4:30 p.m. to 5 p.m. If you require dietary changes or have any concerns about menu items, please call ext. 2319. Messages can be left at any time.

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Parking Paid parking is available at the side and rear of the building. The cost is $4, payable upon exiting the lot.

Spiritual Care Spiritual Care is available to patients, families, care givers, and hospital staff. As part of the healthcare team, a Chaplain is on call to serve and support people of all life philosophies, faiths and denominations. Chaplains help people draw upon their own resources for wisdom, guidance, strength, and healing as they journey through life stages. If you wish spiritual care support, please request that your nurse contact the Chaplain. If you wish a visit from your own faith community, a nurse or Chaplain would be pleased to make that contact for you. The Spiritual Centre, which is located on the second floor of the Inpatient Unit is open 24 hours a day as an oasis for prayer, reflection and meditation.

Taxis Assistance will be provided, if required, by the Patient Care Unit Desk or Reception/Registration Desk.

Telephones Telephones are installed in most rooms. Our hospital charges a minimal fee for this service. In a semi-private or ward room, telephones are shared between two patients. Incoming calls: Incoming calls can be directly dialed into patient rooms. Please give your family and friends the main hospital telephone number (613) 476-1008, then press 4 + room #. Outgoing calls: Local: Enter 9 + area code + number Long distance: Enter “0” for Switchboard. All long distance calls must be charged to your calling card, home number or collect. If using a calling card, you may go through Bell Canada to make your call – dial 1-800-555-1111. Pay phones are available for your convenience in the Emergency Department Lobby.

Televisions To order television service, please dial 1-866-223-3686. Please have your Visa or MasterCard ready and know the room/bed number of the patient.

22 QHC Prince Edward County Memorial Hospital


How You Can Help Us You May Wish to Become a QHC Volunteer The Prince Edward County Memorial Hospital Auxiliary has approximately 250 dedicated members who volunteer in a wide variety of areas. Some volunteers enjoy working in service sectors such as: • Patient Care • Blood Donor Clinic • Library Cart

• Dialysis Clinic • Breast Screening Clinic • Endoscopy • Coffee Cart

Others work in fundraising sectors, such as: • Coffee Shop • The Second Time Around Shop • Tag Day • Festival of Trees The Auxiliary also helps with community projects such as Meals on Wheels for the month of September and Blood Donor Clinics that occur in Picton six times a year. There are also a number of board positions such as treasurers, secretaries and administrative posts. What we have in common is a strong feeling of dedication to our Hospital and to our medical community. Through volunteering, we reap many benefits, such as a feeling of doing something worthwhile, of being part of a large and wonderful family and of camaraderie with our fellow volunteers.

How to Become a Volunteer: To receive information on becoming a volunteer for the PECMH Auxiliary please call our Auxiliary office at (613) 476-2181 ext. 4427. You can also attend the next volunteer information and orientation session held the second Tuesday of each month at 10 a.m. in the Volunteer Office located just inside the main entrance at QHC Prince Edward County Memorial Hospital. RSVP for the session by calling (613) 476-2181 ext. 4427 or by email at pecmvol@qhc.on.ca.

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You May Wish To Make A Donation With input and oversight by the Foundation’s volunteer Board of Directors, the Prince Edward County Memorial Hospital Foundation represents the interest of donors and equipment needs at Prince Edward County Memorial Hospital, by encouraging gifts and ensuring they’re used effectively, responsibly and in compliance with the wishes of the donor. Since its incorporation in 1985, the Foundation has helped focus fundraising efforts, connecting donors with appropriate capital equipment needs. Each year, equipment needs are submitted for consideration based on priority and available resources. All equipment purchased with generous donations must follow a hospital approval process. As you may know, medical equipment purchases are NOT government funded. Your donation helps to purchase equipment that has been prioritized as an urgent need for our hospital. The Foundation is committed to ensuring our hospital remains the Cornerstone of Health Care for residents of Prince Edward County. The way to keep a hospital vibrant is to make sure it is the most efficient and effective rural community acute care hospital in Ontario. That means ensuring the financial resources are available to respond to the needs

24 QHC Prince Edward County Memorial Hospital


of our medical professionals when they identify medical, diagnostic and treatment equipment that is needed in Picton to deliver the best health care to County residents when they need it, close to home. Each donation, no matter the size, makes a difference in patient care. Thank you for your past, present and future support of the Prince Edward County Memorial Hospital Foundation. Continued support is paramount to the updating of medical equipment in our hospital. To discuss your giving options, please call the Foundation office at (613) 476-1008 ext. 4503 or 4425 or visit www.pecmhf.ca for more information.

Have we missed anything in this directory that would have been valuable to know? Please let us know.

" Donations are tax deductible and are receipted promptly. All cheques are payable to the Prince Edward County Memorial Hospital Foundation. BN 13287 6855 RR0001 Name:___________________________________________Telephone:__________________________ Address: ______________________________________________________________________________ City:_______________________________ Province:__________________ Postal Code:___________ For more information, please contact: Briar Boyce, Communications Coordinator Prince Edward County Memorial Hospital Foundation 403 Main St., Picton, ONÂ K0K 2T0 (613) 476-1008 ext. 4425 bboyce@qhc.on.ca www.pecmhf.ca

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Community Supporters index Quinte Health Care is grateful to all community supporters, without whose support this Directory would not have been possible. However, an advertisement in this guide does not imply an endorsement by QHC.

Community Care Access Centre

South East Community Care Access Centre...................................27

Crisis Intervention

310-OPEN.............................................................................................27

Foot Orthotics

BioPed................................................................................................. 30

Funeral Homes

Hick’s Funeral Home & Cremation Centre.......................................29 Whattam Funeral Home.....................................................................29

Hearing

Hitchon’s Hearing Centre...................................................................29

Heating Oil

Fergusson Energy................................................................................27

Home Health Care Services

Bayshore Home Health......................................................................29

Legal Services

Bonn Law..............................................................................................27

Mental Health Services

310-OPEN.............................................................................................27

Orthopedic Bracing

BioPed................................................................................................. 30

Pharmacy

Picton Clinic Pharmacy Ltd............................................................... 30

Respite Care

Amica at Quinte Gardens.................................................................28 The Bridge Street Retirement Residence......................................... 30

Retirement Residences

Amica at Quinte Gardens.................................................................28 The Bridge Street Retirement Residence......................................... 30 Quinte Access.....................................................................................29

26 QHC Prince Edward County Memorial Hospital

2016.1

Transportation


Find information to help you manage your care

• Gasoline • Diesel • Home Heating Oil • Commercial & Farm Fuels • Budget Plans • Shell Lubricants • Automatic Delivery • Propane Sales & Service

• TransporTaTion • sTroke care • meal delivery • reTiremenT homes • help wiTh personal care • home making and much more

“The southeasthealthline.ca makes it easy for me to find the information and services I need to manage my care at home”

Visit www.southeasthealthline.ca The south east ccac can also provide information by calling 310-2222 (no area code required)

Personal Injury Insurance Disputes Medical Malpractice

80 Division Street, Trenton 613.392.9207 54 North Front, Belleville 613.771.0600

www.bonnlaw.ca

OTLA OTLA

Ontario Trial Lawyers Association

Your local Personal Injury Lawyers, since 1972.

Call 613-310-OPEN (6736) in Hastings & Prince Edward Counties CRISIS INTERVENTION CENTRE Hastings/Prince Edward

CRISIS INTERVENTION CENTRE Hastings/Prince Edward Tel.:(613) 969-5511

An Open Line for an Open Mind. www.openlineopenmind.com

1-888-757-7766

The Crisis Team is available to any adult (16 years of age and older), couples or families experiencing a psychiatric, emotional, psychosocial or situational crisis requiring immediate intervention. The staff are knowledgeable about the range of community resources available and are able to make referrals or provide information as required. WALK-IN OUTREACH EMERGENCY ROOM 24 HOUR PHONE

The Crisis Team is available 24 hours a day to anyone (16 years of age and older), couples or families experiencing a psychiatric, emotional, psychosocial or situational crisis requiring immediate attention. The staff also are knowledgeable about the range of community resources available and are able to make referrals or provide information as required. • WALK-IN • OUTREACH • EMERGENCY ROOM • 24 HOUR PHONE

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I didn’t expect to feel so comfortable here.

Feeling at home means enjoying the things you like to do. Which is why at Amica, you can always enjoy your day the way you like to – read your book in a quiet corner or enjoy a snack when you want to. You can expect an all-inclusive community that is personalized to you with a range of first-class amenities and services. You can choose care and support options tailored to your unique needs and preferences. Independent Living

Assisted Living

Expect More.

TM

Come learn about our enhanced care and support options. Call or book a visit online at amica.ca

at Quinte Gardens

Amica at Quinte Gardens 30 College St W, Belleville 613-966-5815

28 QHC Prince Edward County Memorial Hospital


Hicks

Committed to your Independence

FUNERAL HOME & CREMATION CENTRE

2 Centre St., Picton, ON K0K 2T0 Tel: 613.476.5571

www.hicksfuneralhome.ca ¦ ¦ ¦ ¦

Cremation Services Celebration of Life Direct Cremation and Burial Traditional Services

24 Hour Staff Assistance Guaranteed Pre-Payment Plans Locally Owned & Operated

¦ ¦ ¦

Robert C. Osborne, Funeral Director

Non-Profit Transportation 613-392-9640 1-855-283-9640 www.quinteaccess.org Keeping our community on the move.

33 Main St., Picton, ON K0K 2T0 Tel: 613.476.2450

www.whattamfuneralhome.com

81 Millenium Parkway Unit 2A Belleville, ON 613.962.7229

HitchonsHearingCentre.ca LATEST TECHNOLOGY CERTIFIED PROFESSIONALS Replacement Guarantee If Lost or Stolen

PICTON CLINIC: 206 Main Street 613-471-1800

90 DAY MONEY BACK GUARANTEE SERvING THE COMMUNITY FOR OvER 60 YEARS

TRENTON CLINIC: 23 Balsam Street 613-955-1000

COMPLIMENTARY HEARING TESTS EXPERT CONSULTATIONS Lifetime Free Adjustments & Cleaning

BELLEvILLE CLINIC: 108 Pinnacle St. S. 613-966-9955

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belleville-magazine-ad-OUTLINES-BLEED.pdf

1

2015-04-15

11:09 AM

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PICTON CLINIC PHARMACY LTD. Where You Want To Be long and short term accommodations

613-968-7449

85 Bridge St. E Belleville, ON

Friendly, Personal Service Our Pharmacists offer Medication, Counselling & Information Free Parking • Free In-Town Delivery Hours: Mon. - Fri. 9am - 5:30pm 389 Main St. E. Picton 476-7955

www.bridgestreetretirement.com

See this publication and more at:

patientdirectory.ca

Quality Healthcare Publications

30 QHC Prince Edward County Memorial Hospital


Your Health Care - Be Involved

www.oha.com/patientsafetytips

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Quinte Health Care Prince Edward County Memorial Patient Services Directory  

Quinte Health Care Prince Edward County Memorial Patient Services Directory

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