Patient Guidebook Patient Guidebook UPDATED OCTOBER 2019
Helping people. Healing lives.
Telephone directory Providence Healthcare administration
Main reception, information...............................................416-285-3666 Communications............................................................... 416-285-3747 Volunteer Services............................................................ 416-285-3749 Foundation............................. 416-285-3630 / toll-free: 1-866-285-3630
Providence Hospital
Admissions hotline............................................................ 416-285-3744 Business Office................................................................. 416-285-3745 Client Finance................................................... 416-285-3666 ext. 4224 To reach a patient by extension.........................................416-285-4480
Outpatient clinics and ambulatory services
Appointments.................................................................... 416-285-3619
Adult Day Program............................................................416-285-3803 Scotiabank Learning Centre.......................... 416-285-3666 ext. 3810 Cardinal Ambrozic Houses of Providence
Admitting and resident information ................................... 416-285-3742 3276 St. Clair Avenue East, Toronto, ON M1L 1W1 www.providence.on.ca
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Welcome to Providence Healthcare We know that being admitted to any hospital can be overwhelming and stressful for both you and your family. At Providence Healthcare we do whatever we can to make your stay with us as comfortable as possible. We want you to return to your optimal health as soon as possible and we will provide you with the support and the resources to make that happen. This guide has been prepared to orient you to your new surroundings and the services we provide for you. There is a warm sense of community and welcome that you will experience at Providence Healthcare. Your health care team will work with you to ensure that your care plan reflects your medical, physical, emotional and spiritual needs.
Table of contents Welcome to Providence Healthcare
Patient declaration of values........5 Respect and compassion.............5 Safety and quality.........................5 About Providence Healthcare.......6 Providence Healthcare programs......................................7 When you arrive...........................8
Information About Health Services
Health card...................................9 What are uninsured services and items?....................................9 Your interprofessional team........ 10 Your room .................................. 11 Accommodation rates................. 11 Co-payment............................... 11 Discharge................................... 11
For Your Safety
Allergies..................................... 13 Be involved in your care............. 13 Balloons and latex products....... 13 Falls prevention.......................... 13 Fire drills..................................... 13 Identification............................... 13 Infection prevention and control........................................ 14 Leaves and passes.................... 14 Lifting......................................... 15 Medications................................ 15 Nurse call system....................... 15 Off-site medical appointments and transportation fees ............. 16 Security...................................... 16 Smoking..................................... 16 Telephone solicitation................. 16 Continued...
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Guest services
Cafeteria..................................... 16 Diagnostic services suite............ 17 Hair salon/barber........................ 17 Internet CafĂŠ, donated by Bell.... 17 Interpreter services.................... 17 Scotiabank Learning Centre....... 17 Alzheimer Society of Toronto Satellite Office............................ 17 Toyota Canada Motor Skills Clinic.......................................... 18
Hospital services
Accessibility standards for customer service ....................... 18 Banking machine........................ 18 Caregiver support....................... 19 Cell phones................................ 19 Chapel........................................ 19 Cleaning..................................... 19 Clinical ethics service................. 19 Compliments, concerns or suggestions................................20 Donations to Providence Healthcare Foundation...............20 Flowers....................................... 21 Food........................................... 21 Vending machines...................... 21 Houses CafĂŠ.............................. 21 Laundry...................................... 21 Library........................................22 Lost and found...........................22
Mail............................................22 Newspapers...............................22 Patient inquiries/privacy..............22 Patient information.....................22 Pay-on-foot parking....................23 Pharmacy...................................23 Recreation.................................. 24 Spiritual and religious care......... 24 Substitute decision-makers........ 24 Surveys......................................25 Telephones and televisions........25 Tim Hortons...............................26 Travel directions.........................26 Trust accounts............................26 Visiting hours..............................27 Volunteers..................................28 Wheelchairs, mobility devices, and home equipment..................28
Ambulatory services
Arthritis service (The Arthritis Society)......................................29 Audiology and hearing aid dispensary clinic (Canadian Hearing Society).........................29 Chiropody service (foot care).....29 Chiropractic and Acupuncture service........................................29 Massage therapy........................29 Specialty clinics..........................29
Contributing Advertisers.... 31
PLEASE NOTE: We are constantly changing to meet your needs. The information presented here may be subject to change.
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Patient declaration of values Under the Excellent Care for All Act, hospitals across Ontario developed statements to reflect the values and needs of patients. Following consultations with patients, Providence Healthcare created the following Patient Declaration of Values: As a patient, I want…
Respect and compassion • Staff who are friendly • My call bell to be answered promptly • To know that the staff are there for me, genuinely asking how I am doing and then following through • Compassion in words and gestures • Respect for me and my belongings • Staff who listen to me • To be treated as a person, not as a number • To be asked if I am ok • Access to spiritual and religious care • Access to meaningful activities
Safety and quality
• Staff who are competent • Staff who work together as a team with me to achieve my goals • The right tools to make sure what needs to happen can take place • To know that my care will not be rushed • To receive good care • To know that the equipment is good • To be helped to know what questions I should be asking • To have the information I need in order to get back to my life • To be told what I should expect
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About Providence Healthcare Providence Healthcare is a leader in providing rehabilitation, palliative care, long-term care and community outreach in Toronto. Although our clientele spans all age groups, Providence has a particular focus on caring for adults who are facing the unique health care conditions and challenges associated with aging. Unity Health Toronto, comprised of Providence, St. Joseph’s Health Centre and St. Michael’s Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, while investing in world-class research and education. For more information, visit www.unityhealth.to. Our team of clinical professionals work together to ensure that the medical, physical, spiritual and emotional needs of our patients, residents and clients are met. Involving the family in recovery and treatment is an important part of our philosophy of care.
Mission Unity Health Toronto is a Catholic health care organization providing compassionate physical, emotional and spiritual care to all in need. We advance excellence in health care through world-class education, research and innovation.
Values Human dignity. We affirm that every person has sacred value and is worthy of respect. Compassion. We enable health and healing by understanding each person’s needs and by providing care with kindness and sensitivity. Excellence. We strive to achieve the best care and quality through innovation and continuous improvement. Community. Together, we embrace diversity, trust and teamwork to fulfil human potential. Inclusivity: We foster an inclusive, welcoming environment where everyone is treated equitably and without judgement.
Vision The best care experiences. Created together.
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Providence Healthcare programs Providence Hospital is one of Ontario’s largest post-acute hospitals providing inpatient and outpatient rehabilitation services to assist people in their return home through the following programs: • Stroke and neuro rehabilitation for patients who are recovering from a recent stroke or other neurological event • Orthopaedic rehabilitation for patients who are recovering from a fracture or a complicated joint replacement • Amputee rehabilitation for patients who are recovering from a single or double lower limb amputation • Geriatric and medical rehabilitation for older adults who may have several health problems or an unexplained loss of function and independence Providence Hospital’s legacy in providing care at the end of life continues: • Palliative care serves people experiencing the end stage symptoms of a terminal illness Cardinal Ambrozic Houses of Providence is a long-term care home for 288 residents, accessed through the Toronto Central Local Health Integration Network. We provide safe, inclusive care in a friendly, modern and caring environment for residents. The Adult Day Program (ADP) is a safe, warm and caring environment for individuals with an irreversible dementia 24 hours a day, Monday to Saturday and Sunday during the day. Caregivers also have access to, and can benefit from, our caregiver education and support.
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When you arrive When you are admitted to Providence Hospital, you will be greeted by one of our Admission, Discharge and Transfer Coordinators who will help you complete and sign an admission agreement. This form is a standard procedure in all hospital facilities, and sets out the terms and conditions of your stay, and the important information you need to be aware of. This is also a good time to let us know: • if you want a semi-private or private room • whether you require interpretation services When you are admitted, please ensure you have the following documents with you: • Private insurance information including the name, address and telephone number of your insurance provider and your policy number. You will need this if your insurance covers charges for any semi-private or private accommodation, prescriptions and other health-related items • Substitute Decision-Maker, Power of Attorney or living will documents if available • A written list of all of your prescription drugs and medications (including over-the-counter drugs and natural/herbal medicines), along with dosages you take. • Your family doctor’s name and address Please also bring the following personal items: • Comfortable clothing for rehab, such as track pants and t-shirts • Pajamas, underwear, non-slip socks • Sturdy, non-slip footwear, such as running shoes/sneakers • Essential toiletries like shampoo, soap and toothbrush • Books, magazines • Hearing aids • Denture care items • Glasses Storage space is limited so please bring necessary items only. If you wish to bring a small portable radio or CD player, please advise the Administrative Coordinator on your unit who will arrange to have your small equipment inspected and approved by our Building Services staff to ensure it meets safe electrical standards. Please do not bring: • Valuables such as jewelry, cash in excess of $20 or credit cards. Leave these at home or with a family member or friend
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• Aerosol sprays including personal hygiene products • Alcohol We advise that you do not keep anything valuable in your room that could be lost, damaged, or stolen. Providence Healthcare is not responsible for loss or damage to personal belongings (e.g., laptop, mobile phone) of any patient or visitor. Keep your glasses, hearing aids, dentures and mobile phone with you.
Information about health services Health card
All patients require a valid health card and will need to ensure the hospital has your most up-to-date information.
What are uninsured services and items?
Some of the services and/or items that are not covered by Ontario Health Insurance Plan (OHIP) include: • Cast sandals • Fibreglass casts • Knee immobilizers • Soft collars • Aerochambers • Shoulder immobilizers • Air cast foam walkers • Clavicle braces • Ankle splints • Canes and crutches • Air beds • Wheelchairs • Eyeglasses • Orthotics • Dental services • Ambulance transportation (some exceptions apply) • Preferred accommodations such as private and semi-private rooms Please ask your insurance company what coverage you have before you are admitted.
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Your interprofessional team
The administrative coordinator is a great resource for you and your family and can direct any questions that you might have to the appropriate staff member and provide information about daily activities and services on the unit. An attending physician, who is dedicated to your unit, will supervise your medical care while you are at Providence. Registered nurses and registered practical nurses assess, plan and evaluate your nursing needs while you are on the unit. One nurse on each shift will be assigned for you. Nursing care is provided 24 hours a day and is an essential part of your care. Our therapy team includes physiotherapists, occupational therapists, therapeutic recreationists, speech language pathologists and rehab assistants. Therapy services are provided based on your care needs. Social workers provide support and education to you and your family to help you adjust to the changes you may face as a result of your illness. They assist with discharge planning, community referrals and patient/family counselling. Other team members including pharmacists, dietitians, radiology technicians and members of the Spiritual and Religious Care team may be involved with your care during your stay. Providence supports a variety of students in their educational pursuits for a career in health care. All students are supervised by a qualified professional and abide by our policies. Volunteers are key members of the team and provide valuable assistance, such as friendly visiting. Infection Control practitioners will follow you up if you have bacteria that are not treatable with commonly used antibiotics and also during outbreaks.
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Your room
Our Hospital Wings have been designed to be as comfortable as possible during your stay. Each room has a bed, a small bedside table and chair, a closet for your clothes and your belongings, and a bulletin board for personal memos, photographs, etc. Please refrain from taping any items to our walls or doors. When you arrive, a sign with your name on it will be slid into the acrylic holder on the wall outside of your room. This sign will ensure your visitors can easily find you. If you wish, you may request to have your name withheld from this sign. Each room is also equipped with a telephone and a television. This service can be activated through contacting our on-site service provider, Hospitality Network.
Accommodation rates
Three different types of rooms are available at Providence Hospital: ward, semiprivate and private accommodation. Your insurance carrier may cover the cost of a semi-private or private accommodation – we can contact them to check your coverage. Semi-private and private accommodation is assigned based on availability. The rates are subject to change and you will be advised of the current rate during the admission process.
Co-payment
There are some areas within our programs where we are required, by legislation, to charge a fee which is called a co-payment fee. If you are required to pay this fee, specific details will be provided to you.
Discharge
Before coming to Providence, most rehabilitation patients have already started to think about a discharge plan for home and the kinds of supports they will require. A potential timeline may have been given in the referring hospital but this may be revised during their stay, based on the progress they have made. You will be advised of your estimated date of discharge early on in your stay (usually by the end of the first week) so that you and your family have as much time as possible to prepare. Your health care team, in collaboration with you and your family, will be talking to you throughout your stay about this date and will be expecting you to leave on the estimated date unless you have heard otherwise. Preparing to Leave Your team will make recommendations to help you transition to home. We will provide equipment recommendations, applications to the Assistive Devices Program when applicable and, assist in the completion of Wheeltrans applications. We will also make a referral on your behalf to Home and Community Care (covered by OHIP) if any of their services are indicated. The www.providence.on.ca 11
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Home and Community Co-ordinator will then assess your eligibility and follow up directly with you. If you are ready to be discharged home, it is expected that you will accept the discharge date established by you and your care team. If you are being discharged to a long-term care home, it is expected that you will accept the first appropriate bed offered. Failing to do so will result in a daily penalty fee for the continued use of your bed. If you have any questions regarding our policies, please contact your patient care manager or social worker. On the day of your discharge, please make arrangements for a family member or friend to pick you up by 8:00 a.m. If you are being discharged to a location other than your home, your discharge plan will address the transfer. You will be given a discharge package with specific instructions to follow once you leave the hospital. This package will have a prescription for medication and your follow-up appointments with your doctor(s) and/or other health care professionals. Our Community Health Navigators will follow up with you at 48 hours, one month, and four months after discharge. This will be an automated phone call, however, you can ask for a follow up call from our Community Health Navigator and/or you can request a live call. Before leaving the hospital, please go to the Business Office located at the main entrance to settle any outstanding charges. Patients going home on weekends will receive their bill in the mail if any charges are outstanding. Responsibility of patient and family Help us get you home as smoothly as possible: • You/your family are responsible for arranging transportation home • You are responsible for purchasing your equipment and applying to Wheeltrans if applicable • You will be asked to get an early start on your discharge day as someone will be admitted to your room that morning • The room must be thoroughly cleaned so you will have to vacate the room by 8 a.m. • We have space in our living room for you to wait if your family can’t pick you up right at 8 a.m. • Early breakfast and any morning medications will be provided before you leave • You will receive prescriptions for your medications. You can fill these at Providence’s pharmacy or another pharmacy of your choice • An appointment with your family doctor will be arranged after discharge. • Please don’t leave Providence without your discharge package – it has important info for you • Providence will call you 48 hours after discharge to see how you’re doing back at home
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For your safety Allergies
Please advise the nurse who greets you on admission whether you have any allergies to food or medication.
Be involved in your care
• Ask questions if you have any concerns about your care or your medications. • Tell your care team member about past illnesses and your current health condition. • Make sure you know what to do when you go home from the hospital. • Ask why a test or treatment is needed, how it will help you and how you can expect to feel afterwards.
Balloons and latex products
For the protection of patients, staff and visitors who may have a latex sensitivity or allergy, latex products are not allowed into the hospital. If you have a latex sensitivity/allergy please inform a health care professional at admission. Foil/Mylar balloons are acceptable.
Falls prevention
Make sure you can easily reach your call bell, telephone, television and personal items. If these are out of reach, ask your care provider or a family member to move them for you. If you are asked not to get up without help, please don’t. This is to prevent you from falling.
Fire drills
You may hear one of our regular fire drills (“Code Red”) during your stay. If you are on your unit when you hear the alarm, please return to your room and keep your door closed. If you are in another area of the hospital such as the Seasons Café or Internet Café, please stay where you are until the all clear signal is given. A staff member will inform you if any action is necessary.
Identification
Wear your hospital ID wristband at all times. Staff will check your I.D. and ask you to confirm your identity with your name and date of birth to ensure your safety. This allows staff to make sure the right person is receiving the right medicine. www.providence.on.ca 13
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Infection prevention and control
Providence is committed to keeping everyone safe from infections. Here’s how you can help: Clean your hands frequently with alcohol-based hand sanitizer. Wash with soap and water if hands are visibly dirty: • when entering or exiting the building or your room • before handling any food or touching anything in the kitchen, e.g. ice machine, fridge • after using the washroom, sneezing/coughing or wiping your nose or mouth • after removing gloves, gown or mask when leaving the room, if you’re wearing them Visitors should not visit if they have: • fever and cough, runny nose, sore throat, headache or body aches • vomiting and diarrhea in the last 24 hours. • recent exposure to someone with contagious illness, e.g. chicken pox, measles, flu Tell your nurse/physician if you have a fever, cough, runny nose, sore throat, chills, vomiting and/or diarrhea, any signs of infection (pain, redness, burning feeling) or a new or worsening skin rash. When bringing food from home, place small portions in sealed food containers. Do not return containers with leftover food to the kitchen fridge. Label all containers with your name, room number, date and time. Food more than three days old will be thrown away. In case of an outbreak (such as influenza, stomach flu): • the number of visitors will be limited to two at a time • children under 10 may not visit • group activities will be suspended • if needed, you will need to follow signs on the door and put on a gown, mask and gloves • do not visit other patients
Leaves and passes
Patients are encouraged to enjoy our beautiful grounds. However, we do ask that when leaving your unit for any reason you advise your nurse or the administrative coordinator where you are going and when you expect to return. This enables your care team to locate you if necessary. Patients who are leaving Providence’s grounds are required to sign a Leave of Absence form at the nursing station before leaving. In consultation with your care team, a weekend or day pass can be arranged.
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Please speak to a staff member on your unit if you wish to go home for the day or weekend. A trial weekend visit may be recommended by your care team so you can experience what home will be like and we can problem solve any challenges you may have prior to your actual discharge. Our hospital pharmacy will supply your medications if you are going for a weekend pass. Please note that in order to allow sufficient time to prepare for your medications, the cut-off time for the request is Thursday at 3 p.m. If you still choose to leave, you will need to have your weekend medications supplied by your community pharmacy.
Lifting
To ensure the safety of our patients, we do not recommend the manual lifting of patients by family members or other visitors. Mechanized lifts are used by trained staff to ensure safe lifting without injury. Please ask staff for assistance.
Medications
• Tell your physician or pharmacist if you are allergic to a medication or a food. • Make a list of everything you are taking, including prescription drugs, over-the-counter medicine, vitamins and herbal or homeopathic remedies. Always bring all your medications with you when you are admitted to a hospital. You should know: • the name, size and colour of your medications and reason for taking them • how you are supposed to take the medication and what to do if you experience the medication’s side effects. • if the medication is safe to take with other medications, vitamins, herbs or foods. If you don’t understand something about your medications, ask your doctor or pharmacist to explain.
Your pharmacist will review all your medication on admission and complete a medication history to ensure there are no errors or omissions. They will provide counselling to you and/or your family about your medications – why you take them, how often and what are the side effects. If you have further questions about your medications, please discuss this with your pharmacist or physician.
Nurse call system
All patients have the ability to call for assistance whenever necessary, from their beds or bathrooms – simply press the push button. Your nurse will show you how the nurse call system works when you arrive. www.providence.on.ca 15
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Off-site medical appointments and transportation fees
During your stay, you may be required to attend off-site medical appointments. You are responsible for paying the cost of any transportation to and from these appointments as well as ensuring someone accompanies you to these appointments if necessary.
Security
Hospital staff, medical staff and volunteers are easily identified by their photo identification badge. It is mandatory for these individuals to wear their ID badges while at work. If you observe a suspicious activity or individual, have lost personal items or have any security concern, please tell a staff member or call 416-285-3666, ext. 0 and report the information to reception.
Smoking
Providence is a smoke-free campus. This means that smoking is prohibited on all our grounds as well as inside cars on our property. This policy applies to all our patients, staff, volunteers, students and visitors in compliance with the Government of Ontario’s Smoke-Free Ontario Act. The Act refers to cigarettes, e-cigarettes, cigars, pipes and any other substance that can be smoked in any other manner (e.g. marijuana).
Telephone solicitation
Please do not give out any personal information about yourself over the telephone to individuals claiming to represent a service or product: for example, insurance. Providence cannot ensure that these companies are reputable or offer a legitimate service or product. If you receive such a call, please advise the administrative coordinator immediately.
Cafeteria
Guest services
The Seasons Café is located in the A Wing, first floor (the floor just below the main entrance). It features a wide range of healthy, delicious and nutritious meals, snacks, hot and cold beverages, including a fresh salad bar, chef’s hot table and sandwiches. Although the cafeteria does not serve on weekends and statutory holidays and outside the hours of operation, visitors are welcome to use the space 24 hours a day. The hours of operation are: • Monday through Friday: 11:30 a.m. to 1:30 p.m. Catering: • The Seasons Café caters birthdays and special occasions. Please contact the cafeteria manager at 416-285-3666, ext. 3767.
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Diagnostic services suite Conveniently located on the 5th Floor of Providence Hospital, the bright and spacious Diagnostic Services Suite’s radiography systems produce instant, high-resolution digital images. Services include ultrasound.
Hair salon/barber
The hair salon is located on the main floor of the Cardinal Ambrozic Houses of Providence and the services are available to patients at very reasonable rates. The hours of operation are 9 a.m. to 4 p.m., Tuesday to Friday, excluding holidays. Patients who have mobility difficulties can arrange for the hairstylist or barber to visit them in their rooms. For rate information and to make an appointment with the hair stylist or barber, please call 416-285-3666, ext. 4292.
Internet Café, donated by Bell
The Internet Café, open daily from 8:30 a.m. to 9 p.m. on the third floor, helps patients connect with family and friends, stay on top of personal finances and get the daily news. Adaptive devices make it easier for patients with physical challenges to surf the Internet and play computer games.
Interpreter services
In cases where there is a demonstrated need for interpretation, patients and family members will be offered access to over-the-phone, face-to-face or American Sign Language (ASL) interpretation service. The interpretation service will be provided in your room or in a quiet and private location the hospital to ensure confidentiality.
Scotiabank Learning Centre
This resource centre is for patients and caregivers learning to cope with life-altering illnesses such as Alzheimer’s disease, stroke, diabetes, heart disease, arthritis and Parkinson’s disease. All services are free. Hours of operation are Monday to Friday from 8 a.m. to 9 p.m. or by appointment – call 416-285-3666, ext. 4177.
Alzheimer Society of Toronto Satellite Office
People living with Alzheimer’s disease and other types of dementia, as well as their caregivers, can access more support in their community because of Providence’s partnership with the Alzheimer Society of Toronto (AST). www.providence.on.ca 17
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The AST’s satellite office within Providence is bringing services closer to people living in the east end of Toronto, as well as for Providence’s own patients, residents and clients. For more information or to book an appointment, call 416-322-6560.
Toyota Canada Motor Skills Clinic
This unique clinic on the first floor is designed for patients guided by their therapy team. It recreates an external streetscape with walkways and curbs, a crosswalk, grass surfaces and a Toyota car. By bringing the challenges of the outdoors into a reassuring environment, patients safely practice and relearn the day-to-day skills they will need once they are discharged. Please speak to a member of your care team if you think you may require these services.
Hospital services Accessibility standards for customer service Providence is committed to creating a barrier-free environment for people with disabilities. Our goal is to prevent, identify and remove barriers that may challenge an individual’s ability to receive care, access our programs and services or to work here, in accordance with the customer services standards established in the Accessibility for Ontarians with Disabilities Act (2005). Providence has established a number of policies, practices and procedures that govern the provision of goods and services to people with disabilities. These documents are available on request in print or electronic formats. Contact the Communications department for more information at 416-864-5034 or by email at communications@smh.ca. Feedback We rely on feedback from members of the Providence community to help us improve accessibility. If you have feedback to share, please send to Accessibility@providence.on.ca
Banking machine
An automated bank machine is located in the main entrance and can be accessed with any Interac bankcard. There is a small service fee associated with the transaction that benefits Providence.
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Caregiver support
The Scotiabank Learning Centre is a resource centre for patients and caregivers learning to cope with life-altering illnesses such as Alzheimer’s disease, stroke, diabetes, heart disease, arthritis and Parkinson’s disease. All services are free. Hours of operation are Monday to Friday from 9 a.m. to 4 p.m. or by appointment – call 416-285-3666, ext. 4177.
Cell phones
The use of cell phones by patients, staff, volunteers and visitors is permitted. Calls should be kept to a minimum. Because the ringing of cell phones can be a source of disruption and annoyance, where possible, please switch your devices to vibrate or silent.
Chapel
See Spiritual and Religious Care.
Cleaning
Housekeeping will clean your room and bathroom routinely. Bedding is changed as needed.
Clinical ethics service
In 1982, the Sisters of St. Joseph established a Clinical Ethics Service jointly sponsored by Providence Healthcare, St. Joseph’s Health Centre and St. Michael’s Hospital. The first ethics service of its kind in Canada has grown over the years and is now known as the Centre for Clinical Ethics. The mission of the Centre for Clinical Ethics is to enable members of the health care community to identify and resolve ethical issues that arise in the clinical setting. This is done through education, case consultations, policy development, and research. The Centre for Clinical Ethics provides consultative services to patients and families on a wide range of ethical issues across the lifespan. Frequently encountered issues include value conflicts around decisions such as withholding or withdrawing treatment, consent and capacity and disagreement about treatment options. If you are facing a difficult situation and are unsure of the best course of action, we may be able to assist. To contact a clinical ethicist, call 416-2853666 ext. 4061 during work hours. After hours, please contact the on-call pager at 416-664-1153.
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Compliments, concerns or suggestions
The Patient Relations office is available to support you and your family through your hospital experience by addressing compliments, concerns, questions or suggestions about your care and service. Your feedback is important to us and helps us know what we are doing well and what opportunities we have for improvement. If you have feedback during your hospital stay, we encourage you to first speak with your nurse, therapist or attending physician. If you are not satisfied with the outcome, ask to speak with the manager. If you still have a concern following this, please contact the Patient Relations office. How Patient Relations can help you: • We listen and provide support • We facilitate communication with your health care team. • We explain hospital processes and policies. • We review concerns through a standard process and share improvements with you • We ensure your feedback is shared with the leaders in the organization. Office hours and contact: The Patient Relations office is open Monday to Friday from 8 a.m. to 4 p.m. and can be reached via phone at 416-285-3666 ext. 4555 or email at patientrelations@providence.on.ca
Donations to Providence Healthcare Foundation
Since 1987, Providence Healthcare Foundation has been dedicated to working with our generous donors and the community to raise essential funds to meet the urgent needs of Providence Healthcare. Through fundraising initiatives and the generosity of many, the Foundation raises approximately $4 million per fiscal year to support the important needs of the organization. Providence has embarked on a $16-million capital campaign called Hope Starts Here to transform how Providence delivers healthcare. There are many ways to make a donation – from one-time gifts to special event ticket purchases, or through gifts of publicly-listed securities and bequests. Many patients and their families choose to make a donation in honor of their exceptional care team. It’s a wonderful way to thank the people who live our mission, vision and values and our promise of helping people and healing lives! All donations of $10 or more to Providence Healthcare Foundation are eligible for receipts for income tax purposes.
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Providence Healthcare Foundation 3276 St. Clair Avenue East Toronto, Ontario M1L 1W1 Telephone: 416-285-3630 Toll free: 1-866-285-3630 BIN: 13333-8046-RR0001 foundation@providence.on.ca Visit www.providence.on.ca/foundation to make a gift online and to get more information and a calendar of upcoming fundraising events.
Flowers
If you receive flowers, they will be delivered to your unit.
Food
Patient meals Nutrition is an important part of your recovery. The goal of the food services department is to provide prompt and friendly service and deliver meals that meet your nutritional needs. Meals are served during the following time periods: • Breakfast: 7:30-8:30 a.m. • Lunch: 11:30 a.m. to 12:30 p.m. • Dinner: 4:30-5:30 p.m.
Vending machines
Vending machines offering snacks and cold beverages are located in the Seasons Café, at the main entrance and in the palliative care entrance (D-wing).
Houses Café
The Houses Café is located on the main floor of the Houses of Providence, our long-term care residence. The Café can be reached through the link to the Houses from the D-wing. The Café boasts unique gift items, a variety of teas, coffees, soft drinks and baked items. For those with a sweet tooth, there are chocolates and candies with a selection of sugar-free items. Hours of operation are Monday through Sunday from 9:30 am to 4:00 pm.
Laundry
A laundry service is provided at a reasonable charge to select patients. Rates for this service are provided at the time of admission. If you prefer, you can use the coin-operated laundry facilities that are located on B2, B3, B4, and B5 within the hospital. Any patient in the hospital can use these facilities.
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Library
The Houses of Providence residents’ library, located on the second floor activity room (west side) of the Houses, is operated by volunteers and available for all patients: Hours of operation: • Thursdays: 10 a.m. to noon and 1-4 p.m. • Fridays and Saturdays: 10 a.m. to 1 p.m.
Lost and found
Lost and found items are kept for a maximum of six months. Please call reception at 416-285-3666 if you’ve misplaced something or found something you believe someone else misplaced. Every effort will be made to locate your lost property.
Please inform friends and family to address your mail as follows: Your name (and room number) c/o Providence Healthcare 3276 St. Clair Avenue East Toronto, On M1L 1W1 Outgoing mail may be deposited in the Canada Post mailbox located at the main entrance to the hospital. Stamps are available in the Houses Café.
Newspapers
Newspapers can be purchased from boxes located outside the main entrance.
Patient inquiries/privacy
Providence takes many steps to protect your personal health information. For information about the controls we have in place and how we collect, use and disclose (share) your information, please see our privacy poster or our website for additional details. After discharge, all requests for health information (legal, insurance, clinical or other purposes) should be directed to the health information management department at 416-285-3666, ext. 4336.
Patient information
Patient room numbers, telephone extensions and directions to patient rooms are provided at our main reception desk. If you do not want this information released, please advise your patient care manager. The reception desk is staffed by employees or security during the busiest hours of the day. However, patient information is available 24 hours a day by calling reception at 416-285-3666, ext. 0.
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Pay-on-foot parking
Providence uses a ‘pay-on-foot’ parking system. Revenue from parking is used towards providing security services and ongoing maintenance within the parking lots. Here’s how the system works: 1. Take a ticket from the machine at the gate when entering the parking areas and keep the ticket with you. 2. Pay “on foot” before returning to your vehicle. There are pay stations at five locations: the main entrance, the outpatient clinics, the D wing, the Houses of Providence and at the exit gate. 3. At the pay station, insert your entry ticket into the indicated slot. The machine will indicate the cost of parking for the time you have used. 4. Following the instructions, insert cash or credit card to pay the indicated amount. 5. Take your exit ticket from the pay station. 6. Drive to the exit and insert your exit ticket into the terminal and the gate will open. For safety reasons, all fire routes must be clear of parked vehicles. Any cars parking in fire routes or not displaying proof of parking payment will be ticketed.
Pharmacy
Providence’s retail pharmacy is open to patients and families and the public. In addition to filling prescriptions, the pharmacy carries a range of nonprescription items like vitamins, supplements and headache medication. Pharmacists are also available for consultations on medication reviews as needed. Pharmacists will dispense your discharged prescriptions and review all medications with you and your family to ensure you are comfortable with them when you return home. They will send a copy of your medication discharge plan to your family doctor, as well as the pharmacy of your choice, to make your transition of care as seamless as possible. Even if you have been discharged from Providence, you are welcome to return to us if you would like to have your medication refilled or reviewed. This service is offered by appointment – call us at 416-285-3805 to arrange. Our pharmacy is located at the entrance to the B wing on the second floor and is open Monday to Friday from 9 a.m. to 5 p.m. and Saturday from 8 a.m. to 4 p.m.
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Providence Healthcare
Recreation
A wide range of recreation activities are available to patients to meet both their treatment goals and leisure preferences. There are unit-specific programs and centralized activities for larger groups. Look for the recreation calendars on your unit.
Spiritual and religious care
Chaplains are available to help meet spiritual and religious care needs. Please refer to the Spiritual and Religious Care brochure and request form in your welcome package. There are also request forms available by our prayer request boxes located outside the Our Lady of Assumption Chapel on the third, fourth and fifth floors. Our Lady of Assumption Chapel is located on the third floor. We also have a multifaith room on the second floor, B wing. Everyone is welcome to worship, pray or spend time in quiet reflection in these spaces.
Substitute decision-makers
Treatment and personal care decisions When a patient is not capable of making a treatment decision for him/ herself, as defined in provincial legislation, a substitute decision-maker is required to provide or refuse consent for treatment. The substitute decision-maker may be a legally appointed person(s) such as a guardian, Power of Attorney for personal care, or representative appointed by the Consent and Capacity Board. If there is a legally appointed person, it is important to bring in the
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documentation so that this can be recorded in the patient’s chart. If there is no legally appointed substitute decision-maker, the Health Care Consent Act specifies the order in which family members have authority to provide or refuse consent (spouse or partner, child or parent, brother or sister, any other relative). If there is no legally appointed substitute decision-maker and no family member who is willing and able to be the substitute decision-maker, the Treatment Decisions Unit at the Office of the Public Guardian and Trustee will provide or refuse consent on the patient’s behalf. Financial and property decisions In accordance with provincial legislation, an individual may be appointed to make financial or property decisions on behalf of a patient who is determined to be incapable. If a Continuing Power of Attorney for Property is in place, a copy should be filed at Providence Healthcare. If a Continuing Power of Attorney for Property has not been completed, the public guardian and trustee will act in that capacity. The patient’s spouse or other family member(s) may apply to become the patient’s Statutory Guardian of Property. For information about powers of attorney as well as information on the Substitute Decision-Makers Act: Telephone: 416-314-2800 (local) 1-800-366-0335 (toll free) Web Site: www.attorneygeneral.jus.gov.on.ca
Surveys
We use patient satisfaction surveys as one way of finding out if we are meeting your health care needs. These surveys are an important part of our quality improvement program. You may receive a written or phone survey or a personal interview, asking you for feedback on your hospital experience. We strongly encourage you to complete/participate in the survey because it helps us improve the services and programs we deliver to you and your family.
Telephones and televisions
Hospitality Network provides television rental, television cable access and telephone services to Providence. To arrange for either telephone or television service or if you require information on rental fees, please call 416-285-3675, the number for Hospitality’s on-site office and representative. Alternately, you can complete an order form, available on each floor in the hospital and deposit the form in the order stand. Customers who subscribe to the telephone rental service are provided with a dedicated telephone number. Telephones have large numbers and dial pads that are easy to read and to use. Anyone requiring a special needs telephone is responsible for providing their own. Customers requesting long distance www.providence.on.ca 25
Providence Healthcare
service will be required to make a small deposit, refunded or applied to the last month of service. Anyone interested in television service can rent a hospital grade television through Hospitality Network. Full service includes cable access including onsite maintenance and assistance if required. Given that rates are subject to change, the most recent rates can be found in the Hospitality Network literature on your floor.
Tim Hortons
Located at the main entrance, the Tim Hortons kiosk serves baked goods and bagels, breakfast sandwiches and wraps, oatmeal, yoghurt and berries. There is also a ‘grab ‘n’ go’ section stocked by our cafeteria with soups, sandwiches, salads and some popular entrees.
Travel directions
If driving: From the 401: exit at Warden Avenue and head south to St. Clair Avenue East. Turn right (west) to our entranceway. This route should take about 20 minutes in good driving conditions. From the Don Valley Parkway South: exit at Don Mills Road South. Travel east (left turn) along O’Connor Drive, which divides to the right into St. Clair Avenue East after the Woodbine Bridge. From the DVP, this route should take about 20 minutes in good driving conditions. Alternatively, exit at Eglinton Avenue, travel east until you reach Warden Avenue, and turn south on Warden until you reach St. Clair Avenue East. Providence is just west of Warden, on St. Clair Avenue East. Along Kingston Road, from the east: Turn right on St. Clair Avenue East, continuing until just past Warden. We are on the right. If taking the TTC: The Warden subway stop is on the Bloor-Danforth line. You can walk or take a cab a block northwest to Providence Healthcare, or take the O’Connor (70) bus west two stops. Please note that the walk is challenging for anyone who has mobility or health problems.
Trust accounts
Providence provides trust accounts for patients within our Complex Continuing Care Program so they can have money available, without risking the theft of cash or credit cards. Trust accounts are not offered to patients within rehabilitation programs. However, exceptions can be made on a case-by-case basis. The account may contain payments from government benefits such as the
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Canada Pension Plan or Old Age Security as well as money deposited by or for patients. Because these accounts are not intended for savings, the balance for any individual may not be more than $5,000. Funds in the trust account may be used for hospital-related payments approved by the patient or the patient’s legally designated substitute decision-maker. These may include accommodation fees as well as other optional services such as gift shop purchases and beauty salon services. Trust accounts are the only means by which Providence and its employees may assist patients with their finances. Money is not to be held for safekeeping in any other way. The interest rate is 0.05% per month. For more information, please contact the Business Office at 416-285-3666 ext. 3745. Office hours are from 1-5:45 p.m.
Visiting hours
At Providence, we allow visiting based on the wishes of our patients and residents. It’s important to note that quiet time will still be observed between the hours of 8:30 p.m. to 7 a.m. and visitors are asked to be considerate of noise levels at this time. Also during this period, an overhead announcement will direct visitors to go to the main entrance to sign the visitor log book at reception and obtain a visitor sticker. Do not visit at any time if you feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc. Visiting Providence with a pet We appreciate the value of pets in the well-being and quality of life of our residents and patients and we welcome dogs and cats under the supervision of family members or friends. To help protect the safety of our residents, patients and staff who may interact with these pets, we have guidelines on how we welcome pets at Providence and outline the responsibilities of staff, visitors, and residents/patients. Please review our pet visiting guidelines on our website before bringing a pet in. Before you arrive, please note the following: • The visitor(s) bringing the animal onsite for short visits should only have one pet per visit and should only visit one resident or patient with their pet. Pets are not allowed in patient or resident rooms between the hours of 8:30 p.m. and 7 a.m. daily. • When pet handlers arrive, they must sign in and receive a pet handler sticker that must be worn and visible throughout their visit. Upon sign in, our receptionist or security staff will provide the visitor with a copy of our guidelines.
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Volunteers
Providence isn’t just about providing excellent clinical care – it’s about enriching the lives of our patients, residents and clients by attending to their needs with thoughtfulness, understanding and sensitivity. That’s where the work of our volunteers makes a difference in the lives of so many of the people in our care. This compassionate service is demonstrated through a friendly visit, helping someone at mealtime, participating in an activity or providing a service. Providence also offers opportunities for students, particularly those looking to fulfil hours towards the volunteer high school credit requirement. Our Summer Youth Program is a popular choice for students. Volunteer opportunities are available that will allow you to be part of a team to learn, increase skills, build meaningful relationships and earn recognition. To learn more about volunteering, visit our website at www.providence.on.ca or call Volunteer Services at 416-285-3749. Families welcome!
Wheelchairs, mobility devices, and home equipment
Patients in the hospital will be provided with a temporary mobility device such as a cane, walker or wheelchair. This equipment is only for use within the hospital. If you require a mobility device or bathroom aid such as a raised toilet seat for a leave away from the hospital, please contact your occupational therapist or physiotherapist.
Ambulatory services Our ambulatory services are located on the first floor of the B wing. If you have an appointment at the clinic, a porter will pick you up 10-20 minutes prior to your appointment time and will return you to your room after your appointment is finished. Services offered by the clinics are available to all patients and residents at Providence. If you would like to make an appointment, please ask your administrative coordinator. Your physician must make a consultation request for you. This will ensure that we have the necessary medical information to ensure quality care. If you would like additional information on any of the programs or services listed below, please contact the administrative coordinator at 416-285-3619. Hours of operation are not listed as they are subject to change.
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Arthritis service (The Arthritis Society) - fees apply
Providence is a host site for this clinic which is held twice a month by the Arthritis Society. It is open to anyone in our community who has a confirmed diagnosis of arthritis. Services provided by this clinic include assessment, education, coping strategies, exercise instruction, as well as Stanford University’s Arthritis Self-Management Program.
Audiology and hearing aid dispensary clinic (Canadian Hearing Society) - fees apply In partnership with the Canadian Hearing Society, services include: hearing tests, hearing aid evaluations and sales, hearing aid maintenance and repair, battery and accessory sales, communication devices and hearing aid counseling. Hearing tests are free.
Chiropody service (foot care) - fees apply
On site assessment, treatment and prevention of diseases or disorders of the foot by therapeutic, surgical, orthotic or palliative means by registered chiropodists. This includes treatment of common problems like corns, calluses, plantar warts, fungal or infected nails, ingrown or thickened toenails, athlete’s foot, heel pain and diabetic or chronic non- healing ulcers. Orthotics, footwear and prescription for orthopaedic shoes are also provided.
Chiropractic and Acupuncture service - fees apply
To relieve joint aches and muscle pains through a drug-free, hands-on approach to health care.
Massage therapy - fees apply
Manipulation of soft tissue of the body to alleviate discomfort associated with occupational stresses, muscular overuse and many chronic pain conditions.
Specialty clinics
Your physician may arrange a visit to one of our specialty clinics as part of your care plan while you are a patient with us. Cardiology Clinic Ear, Nose and Throat Clinic Eye Clinic Pain Care Clinic The Pain Care Clinic services are provided by a family practice physician who specializes in pain management and focuses on rehabilitation and providing people with tools to manage chronic pain effectively.
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Providence Healthcare
Physical medicine and rehabilitation (physiatry) The specialized medical service is provided by a physical medicine and rehabilitation physician (physiatrist) and encompasses the comprehensive diagnosis, management and rehabilitation of people of all ages with neuromuskuloskeletal disorders and associated disabilities.
Have we missed anything in this handbook that would have been helpful to know? Please let the Communications department know by calling 416-864-5034 or emailing us at communications@unityhealth.to
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Contributing advertisers Providence Healthcare would like to thank the many local businesses/ sponsors who made this Directory possible for our patients. Please note that an advertisement does not imply an endorsement by Providence Healthcare.
Cemeteries
Holy Cross Catholic Funeral Home................................................... 32
Funeral Services
Highland Funeral Home.................................................................... 34 Holy Cross Catholic Funeral Home................................................... 32 McDougall & Brown Funeral Home................................................... 34
Home Adaptation
Silver Cross...................................................................................... 32
Home Care
Home Instead Senior Care............................................................... 34
Home Health Care Services
VHA Home HealthCare.................................................................... 34
Lifts
Silver Cross...................................................................................... 32
Mobility
Silver Cross...................................................................................... 32
Retirement Residences
Delmanor.......................................................................................... 33
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Providence Healthcare
Who Better Understands the Loss of a Loved One? Located on the grounds of Holy Cross Catholic Cemetery, families can arrange all of their funeral, burial and cremation needs in one convenient location. We are dedicated to providing Catholic families with compassionate care consistent with the values of our faith.
Let us be there for you.
HOLY CROSS CATHOLI C FUN ERAL HOME 211 LANGSTAFF ROAD EAST | THORNHILL, ON
905-889-7467
catholic-cemeteries.com
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. Locations to serve you throughout the GTA
844.352.7677
silvercrossstores.com
stairlifts • porch lifts • accessible vans • walkers • daily living aids • ceiling lifts • medical beds
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My Life as a Masterpiece Accomplishing something new and creative is extremely satisfying. What a joy it is to discover you have a talent for something you’ve never tried, or to rediscover an old passion. At Delmanor, there are endless possibilities to expand your creative side. Why not try one today? Explore the creative options at Delmanor. Call to book your tour or guest stay* and join us for lunch.
Actual Delmanor Resident
RICHMOND HILL ETOBICOKE NORTH YORK (905) 770-7963 (416) 233-0725 (416) 225-9146 OAKVILLE (905) 469-3232
DON MILLS (416) 331-9797
*Subject to availability.
delmanor.com
See this publication and more at:
http://patientdirectory.ca
Quality Healthcare Publications
www.facebook.com/patientdirectory.ca
patientdirectory.ca
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Providence Healthcare
If you, or a loved one, needs a few hours a week of support, or more comprehensive assistance, Home Instead Senior Care can help. • Homemaking • Overnight Care • Alzheimer/Dementia Care • Supportive Care • 24-Hour Care • Palliative Care Call for a free, no-obligation appointment:
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To you, it’s about making the right choice... To us, it’s highly personalized care.
everything
print, design
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416.698.1384 www.homeinstead.ca
...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
Each Home Instead Senior Care office is independently owned and operated. © 2010 Home Instead Inc.
Helping people live with independence since 1925 by providing: • Rehabilitaon
• Homemaking
and care • Nursing
• Caregiver relief
• Personal support
• Palliave care
416-489-2500 www.vha.ca
How do you want to be remembered? Two locations in Scarborough to serve you and your family. McDougall & Brown Funeral Home Scarborough Chapel 2900 Kingston Road Scarborough, ON 416-267-4656 www.mcdbrownscarb.ca
Highland Funeral Home Scarborough Chapel 3280 Sheppard Ave., E Scarborough, ON 416-773-0933 www.highlandfuneralhome.ca
Arbor Memorial Inc.
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CLIENT:
Arbor Memorial
BLEED:
None
DOCKET:
AM-13294
TYPE SAFETY:
0.15” all around
NAME:
Directory Ad - McDougall & Brown/Highland Scarborough COLOUR:
AD SIZE:
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Helping people. Healing lives.
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Providence Healthcare
QUESTIONS TO ASK ABOUT YOUR MEDICATIONS when you see your doctor, nurse, or pharmacist.
Keep your medication record up to date. Remember to include:
Ask your doctor, nurse or pharmacist to review all your medications to see if any can be stopped or reduced.
Visit safemedicationuse.ca for more information.
www.providence.on.ca 35
Š 2016 ISMP Canada
drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products
Your Health Care Be Involved
Be involved in your health care. Speak up if you have questions or concerns about your care. Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.
Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care
www.oha.com