Sault Area Hospital: Trusted Partner. Outstanding Care.

2019

Trusted Partner.

Outstanding Care.

Patient Information

disponible en franรงais

Contents Frequently Called Numbers Welcome to Sault Area Hospital Vision, Mission and Values

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While You Are In Hospital 10 Be involved in your care 10 What is expected of you (and your family)?

10 Our promise to you 10 Patient rights and responsibilities 11 Bedside Shift Report 11 What to bring 12 Documents 12 Medications 12 Personal Items 12 What to leave at home 12 Patient Valuables 12 Meals 13 Meal Times 13 Billing and additional charges 13 Preferred Accommodations 13 Mixed Gender Accommodations 13 First Nations System Navigator/ Discharge Planner 13 For your safety 14 Mobility 14 Nurse Call Bell 14 Patient Beds 14 Preventing Falls 14 Mental State 15 Fire Alarm System 15 Medication Safety 15 Reduce your risk of infection 16 Patient/family communication whiteboards 16 Your right to privacy 16 Collection Of Personal Health Information 16 Use Of Personal Health Information 16 Your Choices 16 Accessibility 17 How To Contact Us 17 Family spokesperson 18 Advance care directives 18 Home and community care - North East Local Health Integration Network 18 Services in other languages 18

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Hospital Services 20 Visiting hours 20 Emergency Department 20 Balloons and flowers 21 Parking and transit services 21 After hours access to the hospital 21 Banking machines 21 Retail food services 22 Marek Hospitality 22 Ventures Coffee Shop 22 Smoking (tobacco and cannabis) 22 Gift shop 22 Hours Of Operation 22 Information desk 23 Television, phone and internet services 23 Arranging For Service 23 Pay Phones 23 Cell Phones 23 Spiritual support services 23 Hairdressing services 24 Mail 24 Outgoing 24 Incoming: 24 Pets 24 GetInvolved 27 Tell us your views 25 Patient satisfaction surveys 26 Sault Area Hospital volunteers 26 Patient and family advisory councils 26 Sault Area Hospital Foundation 27 Grateful Patient Program 28 Contributing Advertisers

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Sault Area Hospital

Frequently Called Numbers Main Switchboard

(705) 759-3434

Gift Shop

Ext. 5362

Ambulatory Care Booking

Ext. 3810

Medical Follow Up Clinic

Ext. 3691

Cancer Care

Ext. 4450

Neurology

Ext. 7077

Cashier’s Office

Ext. 5415

Orthopedic Clinic

Ext. 4381

Crisis Services

Ext. 3398

Patient Billing

Ext. 4420

Physiotherapy

Ext. 3634

Pre-Admission Clinic

Ext. 3810

Spiritual Care

Ext. 5418

Surgical Day Care

Ext. 3623

SAH Foundation

Ext. 3816

Volunteer Resources

Ext. 5326

Diagnostic Imaging Booking: CT & MRI

Ext. 3642

Ultrasound/Injections/ Nuclear Med/ Cardiac Combine Ext. 3663 Mammography and Breast Screening (705) 256-4709

or 1-(833) 255-6277 Biopsies and Special Procedures Ext. 7046 Interventional Procedures

Ext. 5355 750 Great Northern Road Sault Ste. Marie Ontario P6B 0A8

Phone: (705) 759-3434 Email: publicaffairs@sah.on.ca

www.sah.on.ca Trusted Partner. Outstanding Care.

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Welcome to Sault Area Hospital S

erving a catchment population of approximately 115,000 Sault Area Hospital (SAH) provides primary, secondary and select tertiary services to residents in Sault Ste. Marie and the District of Algoma.

In addition to providing core services in Emergency and Critical Care; Medicine; Surgery; Obstetrics, Maternity and Pediatrics; Mental Health and Addictions; Complex Continuing Care; and Rehabilitation, SAH is also home to the Algoma Regional Renal Program and the Algoma District Cancer Program including radiation therapy services. SAH is also pleased to also offer coronary angioplasty services as of August 2018.

SAH is extremely proud of our entire team of dedicated staff, physicians and 500+ volunteers who provide almost 65,000 hours of service each year. Annually, nearly 60,000 visits are made to the Emergency Department, over 15,000 surgeries are performed, and over 100,000 diagnostic exams are completed.

We will do everything we can to provide you with excellent care and service. Every day, you will see and experience great things happening and exceptional people making a positive difference in people’s lives. We encourage you to acknowledge and recognize these successes in your own way.

We are always looking for ways to improve what we do and how we do it, and your suggestions for improvement are always welcome. Please do not hesitate to share your ideas and observations with any member of the SAH team.

Please read through this directory as it provides very valuable information and answers many of the common questions we receive.

We strive to continuously deliver excellence as your trusted partner in outstanding care!

Community members are welcome to attend the monthly board meeting and may ask to make a presentation by calling (705) 759-3601.

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Sault Area Hospital

CLEAN YOUR HANDS Help prevent the spread of infection.

It is important to practice good hand hygiene at all times.

We encourage you to use the various hand sanitizers located throughout the hospital to help us prevent the spread of infections.

How to handrub (preferred method) Rub hands for 15 seconds 1

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Rub in between Apply 1 to 2 Rub hands Rub back of Rub fingertips Rub each thumb Rub hands until and around pumps of together, palm each hand with of each hand in product is dry. clasped in fingers. product to palms to palm. palm of other Do not use opposite palm. opposite hand. of dry hands. hand. paper towels.

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Once dry, your hands are safe.

How to handwash (when hands are visibly soiled) 2

Wet hands with warm water.

Apply soap.

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JUST CLEAN YOUR HANDS Wet hands with warm water.

Lather hands for 15 seconds 1

Rub in between Apply 1 to 2 Rub hands Rub and around pumps of together, palm each fingers. product to palms to palm. palm of dry hands. h

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Lather soap and Rub in between Rinse Rub back of Rub fingertips Rub each thumb and around rub hands palm thoroughly clasped in each hand with of each hand in fingers. to palm. palm of opposite palm. opposite hand. under running water. other hand.

Apply soap.

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Pat hands dry with paper towel.

Turn off water using paper towel.

Lather soap and Rub i and rub hands palm fin to palm.

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Your hands are now safe.

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HEALTHY TOGETHER Pat hands dry with paper towel.

Turn off water using paper towel.

Your hands are now safe.

Trusted Partner. Outstanding Care.

JUST CLEAN YOUR HANDS

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Vision, Mission and Values Vision Trusted Partner. Outstanding Care.

Mission Exceptional people working together to provide outstanding care in Algoma.

Values Integrity We say what we mean and we mean what we say.

Compassion We show concern and care for others.

Collaboration & Partnership We promote teamwork.

Accountability We are answerable for our actions and decisions.

Respect We care about the well-being, dignity and uniqueness of everyone.

Excellence We deliver our best every day and encourage innovation to continuously improve.

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Sault Area Hospital

In consideration of those who are sensitive to the chemicals in fragrances, Sault Area Hospital is a ‘Scent Sensitive Environment’.

A Scent Sensitive Environment means we ask those coming to SAH to limit their use of scented products for the health and consideration of others.

Please, refrain from wearing or using scented hygiene, cosmetic or laundry products.

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Level 1 NICU / Labour & Deliver Paediatrics Women & Children's Health Level 2 SAH Board Room Short Team Complex Medical Unit Level 3 Surgical Unit

Level 1 Geriatric Clinic  Seniors Mental Health / Behavioural Supports Ontario Pacemaker Clinic Level 2 Rehabilitation Inpatient Unit Level 3 Medical Unit

Level 1 Mental Health Program Outpatient Psychiatry Spirit Room VENTURES CAFE Level 2 Complex Care Unit Level 3 Medical Unit Spiritual Centre

Level 1 Medical Staff / NOSM Meeting Room & Lounge Level 2 EMERGENCY Admitting / Registration Diagnostic Imaging Security Services Level 3 Intensive Care Unit Surgical Services

Level 1 EllisDon Maintenance Services Health Records Volunteer Resources Level 2 Ambulatory Care Medical Follow-up Clinic Neurology Ophthalmology Outpatient Rehabilitation Pulmonary Function SAH Foundation

Level 1 Cafeteria / Level 2 MAIN ENTRANCE Auditorium Gift Shop Human Resources Information Desk

Level 3 Cardiac Services  Cardiac Cath Unit Renal Program

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Sault Area Hospital

Level 1 Algoma Dist  Radiati

Level 2 EAS Algoma Dist  Chemot Outpatie

trict Cancer Program tion Therapy Suite Cancer Program herapy Suite ST ENTRANCE trict Cancer Program TRANCE therapyProgram Suite & Cancer entSuite Clinic py &

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While You Are In Hospital Be involved in your care • •

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Ask your doctor or nurse any questions you may have.

Bring all of your medications in the original labelled containers with you when you come to the hospital.

Be sure to tell your health care team about your past illnesses, your current health condition, and any past allergies or reactions to medications or food.

What is expected of you (and your family)?

You are expected to participate in your daily care to the best of your ability.

Activities such as: helping to wash yourself, repositioning in the bed, getting out of bed for meals and walking to the bathroom will help you stay as strong and mobile as possible.

If safe and appropriate, your family or friends may assist you in getting up for meals and walking around the room or unit.

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It is recommended that your family or friends bring in your walking aids (cane,walker,etc.)to help you get around safely while you are in the hospital.

Our promise to you • To introduce ourselves to you and explain our role at Sault Area Hospital • To provide safe, quality care (eg. washing our hands, verifying your identification, checking on you hourly when you are an inpatient) • To treat you with kindness and respect • To involve you in decisions about your care • To answer your questions and address your concerns promptly and honestly • To check on you hourly to assess your comfort and safety • To keep Information about your care private and confidential Any concerns may be referred to the Patient Care Manager Sault Area Hospital

Patient rights and responsibilities Everyone at SAH takes part in your care and in keeping you safe. You, your family and visitors also have a role. Please help us to provide you with excellent care.

SAH care providers will: • • •

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Always wash our hands to help protect you from infection Introduce ourselves Ensure your safety by checking your identification prior to any procedure, treatment or medication administration Work together and explain your care, answering any of your questions Check in on you at least hourly when you are an inpatient Ensure you are taking the right type and amount of medication Ask about your pain and keep you as comfortable as possible Maintain a clean and safe environment Be respectful and courteous to you and your visitors Keep your information private according to the law Before leaving your room, make sure the call bell cord is within reach

SAH patients & visitors will: • Clean your hands often and remind others to do the same • Designate one person to liaise with the health care team, if possible • Make sure the information on your identification bracelet is correct • Plan for your discharge and participate in decisions about your care (patient and family) • Ask questions and speak up if you have a concern • Provide a clear and complete medical history, including allergies and medications • Abide by our visiting policies (e.g. no smoking, visiting hours, scent-free, etc.)

• Help SAH maintain an environment that is clean and safe • Be respectful and courteous to SAH physicians, staff, volunteers and other patients, family and visitors • Respect the rights, safety and privacy of SAH physicians, staff, volunteers, other patients, families and visitors • Be responsible for your belongings

Thank you. Your involvement is important and we want to hear your thoughts. Your care providers and the manager in your area are avail-able to speak with you.

Bedside Shift Report The nurse caring for you will share information (referred to as “giving report”) with the next nurse caring for you. This exchange will happen at your bedside. They will talk about your progress, any upcoming tests or treatments and your ongoing care needs.

By including you in this discussion, it will help keep you informed and involved in your care. You are encouraged to ask questions during the bedside shift report.

The Bedside Shift Report happens two or three times each day, depending on the shift length in the department. It will occur around the start time of the new shift, either at 7:00 am and 7:00 pm or at 7:00 am, 3:00 pm and 11:00 pm.

The nurses will come to your bedside and introduce themselves. They will ask visitors to leave while the report is occurring. The nurses will share information about your progress on the last shift, any upcoming tests or treatments, and general care requirements. A safety check is also completed at this time, ensuring they verify the Trusted Partner. Outstanding Care.

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information on your hospital identification band, check any dressings or tubes, make sure your call bell is in reach, and make sure your immediate environment is safe.

You can identify if you do not wish to participate in bedside shift report, or if you do not wish to be woken up for it. The nurses still perform the safety check in the room.

A family member may participate in bedside shift report with your permission, otherwise, all visitors will be asked to leave the room during this short time. The nurses will not share any sensitive information where others may hear.

What to bring Documents •

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Ontario Health Insurance Plan (OHIP) card (green with photo or red and white) Social Insurance card and WSIB claim number (for workplacesustained injuries) Credit card, cash deposit or cheque for any additional charges you may incur Details of any additional health coverage or insurance policies including: • Name of insurer and policy number • Effective and expiry dates of your coverage • Insurable benefits (semi-private or private accommodation) • Deductible amounts • Daily or lifetime insurance caps (e.g. the insurance will only pay a maximum of $100/day of your semi-private coverage)

Medications •

All medications (including over the counter medication, herbal supplements, and vitamins) in their original labelled containers.

Once your nurse or pharmacist has reviewed your medication, it will be sent home with your family. During your stay, the hospital pharmacy will provide medication for you. However, if your doctor wishes you to continue with a medication that the hospital does not normally supply, you may be asked to use your own.

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During your hospital stay, you can arrange to speak with a pharmacist about any medication-related questions.

Personal Items • •

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Sleepwear, robe, slippers and comfortable clothing.

Grooming items such as toothbrush, toothpaste, mouthwash, soap, shampoo, deodorant, sanitary items, shaving supplies, diapers.

Personal mobility devices (i.e. scooters, walkers)

Many personal care items can be purchased through the Gift Shop if you forget to bring them with you.

For your safety, all electrical devices you bring to the hospital must be CSA approved, grounded and equipped with a 3-pronged or polarized plug.

Electrical devices must be approved by the hospital prior to use. Most batteryoperated appliances are permitted.

Please check with your nurse.

What to leave at home • • •

Large sums of money Jewelery and/or items of sentimental value Illicit drugs or alcohol

Patient Valuables Patients are urged to leave their valuables at home. As a last resort, safekeeping envelopes are maintained in the Cashier’s Office. Sault Area Hospital is not responsible for lost or stolen property. Please keep your eyeglasses, hearing aids, false teeth, razors, etc. in a safe place to ensure they do not get lost or damaged.

Sault Area Hospital

Meals Food Service personnel are pleased to deliver meals to your bedside. Please ensure that your over-bed table is clear at mealtimes.

private room, or if you wish to pay the additional room charge. If no other arrangements are made, you may be assigned to a ward accommodation (four patients to a room) as covered by OHIP.

Meal Times:

Mixed Gender Accommodations

Breakfast................7:30 a.m. – 9:00 a.m.

Lunch........................11:30 a.m. – 1:00 p.m.

Supper.....................4:30 p.m. – 6:00 p.m.

SAH is committed to using its limited resources wisely and efficiently in the delivery of health services to the public. This commitment includes facilitating transfers from the Emergency Department to inpatient beds in a timely manner.

Our aim is to provide service and quality excellence. Your meal selections take into consideration any special diet needs ordered by your physician or clinical dietician.

We make every effort to serve you meals that are nutritious, and appetizing.

If the meals do not meet your satisfaction, please tell a staff member so they can help you to make other menu choices.

If you are allowed to have non-hospital food, please ask your visitors to bring only food that does not need refrigeration or cooking.

Billing and additional charges During your stay, you will be responsible for paying for things that are not covered by OHIP or other insurance.

Examples include some elective procedures, supplies such as fibreglass casts or crutches or transport by ambulance.

Payment can be made at the Cashier’s Office, located off the lobby. Cash, cheque, money order, debit, Visa and Mastercard are accepted. You can also pay on-line at https://ipn.paymentus. com/otp/stde/sah Preferred Accommodations Please check your (and your spouse’s) private health insurance coverage and notify the Admitting Department if you have coverage for a private or semi-

Trusted Partner. Outstanding Care.

Beds will be assigned according to medical need, availability, insurance coverage and accommodation requests.

In some cases, this may require placing patients in mixed gender rooms temporarily.

First Nations System Navigator/Discharge Planner Seniors who live in the Mamaweswen North Shore Tribal Council communities and the urban First Nations, Aboriginal and Métis residing in the city of Sault Ste. Marie may access the First Nations System Navigator/Discharge Planner.

This professional service provides intensive support for seniors with complex needs in collaboration with hospital and First Nation/Aboriginal community services.

Upon admission into hospital, by identifying yourself as a First Nation, Aboriginal or Métis senior, and by providing your Band Card Number, you will initiate the services offered by the System Navigator/Discharge Planner. Upon receipt of the referral, the System Navigator/Discharge Planner will conduct a hospital visit to meet with you and the hospital care team, to address your health care needs and to help access services necessary to ensure continued care when you return home.

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For your safety Mobility

Patient Beds

Maintaining mobility is a priority. Time spent lying in bed can cause weakness and loss of muscle strength that can increase your risk of falling. You will be expected to stay active unless you are advised that you have specific restrictions or precautions with your mobility. This can include changing positions in bed frequently, participating in your own personal care, sitting up for meals, and walking around as much as possible.

Most patient beds can be raised or lowered automatically. Your bed may also have bed rails which can be used to reduce your risk of falling from the bed. You and your health care team will assess if bed rails will help you.

If appropriate, your family can help you with these activities.

Preventing Falls

Your family can also help by bringing items from home that you require such as slippers or shoes with flat, non-skid soles, glasses and hearing aids, and walking aids (cane, walker).

Nurse Call Bell If you require assistance, please do not hesitate to use the nurse call bell located at each bedside and in every washroom.

Ask for help if you feel weak, dizzy or unsafe to get up on your own.

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If you are too unwell to decide whether to use bedrails, your family will help make that decision with staff in order to keep you safe.

You may feel dizzy or weak during an illness, after surgery, or because of the medication you are taking. Dementia or confusion could decrease your balance and muscle strength associated with age and this also increases your risk for falls. Falls can cause serious injury and delay your discharge home. You can help prevent falls associated with age by doing the following: • •

Ask for help with walking if you feel unsteady Make sure your bed is in the lowest position possible Sault Area Hospital

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Take your time when getting up from lying down or sitting Make sure side rails are up if you require them Make sure your call bell, bedside table and personal items are within reach and do not hesitate to ask for help Tell a nurse if you feel dizzy, weak or unwell Make sure your bedside table is near you so you do not have to reach for items Put on flat, non-skid soled slippers or shoes before standing up If you use a walking aid, make sure it is close by if you need to get up on your own Turn lights on at night Wear your glasses if you require them Report any spills or obstacles on the floor Make sure wheelchair brakes are in place before sitting down or getting out of the chair Tell your nurse if you have fallen in the last year

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Fire Alarm System When the alarm is set off, chimes or bells sound throughout the hospital. If the alarm sounds, please stay where you are to receive instructions.

If you would like to know more about the fire alarm system, please ask a staff member.

Medication Safety While you are in the hospital, you can do the following things to promote safety: •

Mental State You may experience confusion (also known as delirium) while in hospital, especially if you are an older adult. This can be caused by the change in your environment or medication, or by your illness. You or your family should notify your health care team immediately if the following is noticed: • •

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A change in the ability to think clearly or pay attention A change in the ability to remember a few days or hours ago, or not knowing where you are Seeing or hearing imaginary things Feeling very restless or upset

Your health care team will investigate the reason for the confusion and provide immediate treatment to address it. Your family can help by: Trusted Partner. Outstanding Care.

Speaking in a calm, soft voice and keeping distractions in the room to a minimum Reminding you where you are and why, and what day and time it is Reassuring you that you are safe Making a list of family and close friends who can stay with you around the clock so that you will not be alone Being aware that you may not remember what you said or did

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Always show your wrist band to the nurse and state your full name for correct identification when receiving medication Know what medication you are taking; if you don’t recognize a medication, or are not sure why a new medication has been started, please ask the nurse or physician.

Find out what it is and why you are being asked to take it.

Make sure you report any information about allergies or previous reactions to drugs Do not take your own medication while in the hospital unless the physician tells you to Let your nurse know if you think you are missing a medication of if your medications are over-due

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Reduce your risk of infection Hospitals work very hard to protect you from infections. At Sault Area Hospital a monitoring program is in place to identify antibiotic resistant germs and you may be asked to provide some swabs for lab tests.

There are things that you and your visitors can do to minimize your risk of infection as well: •

Cleaning your hands frequently is one of the most important things you can do to protect yourself. Be sure to clean your hands with either soap and water or the waterless hand solution provided throughout the hospital.

• Ask your health care team if they have washed their hands and encourage visitors to do so as they enter and exit your room.

• Ask family and friends to help protect you by not visiting if they are experiencing cold or flu symptoms (nausea, headache, vomiting or diarrhea).

• Limit your guests to two at a time and have them remain at your bedside. This reduces the spread of infection to other patients.

• Visitors and patients should follow any infection control instructions from staff or signs that are in place.

If you or your visitors are not sure what to do or have any other infection control questions please speak to a staff member.

Patient/family communication whiteboards The patient and family communication whiteboard is located at each patient bedside. It helps staff share information regarding your care with you and your family.

For your privacy, you or your family will be asked to give consent before putting 16

information on the board. Please tell your health care team any information you do not want written on the board.

There will not be any diagnosis or personal information written on the board.

You and your family are encouraged to use the board to write any questions you may have for the doctor or nurse. This section can also be used by your family to leave you a message.

The “about today” section will tell you or your family if you are scheduled for any tests, procedures, or therapies today. The nurse will write the time if it is known.

The “my goal” section is to give you input in your care. We ask you to consider a goal that you would like to achieve on a daily basis. Some examples of this are: sit on edge of bed, get up and walk more, eat solid foods, or get better pain control. This is to be YOUR goal. The nurse can assist you in defining your goal if needed.

Your right to privacy Collection Of Personal Health Information We collect your personal health information from you, or from the person acting on your behalf. The personal health information that we collect may include your name, date of birth, address, health history, records of your visits to the Sault Area Hospital and the care that you received during those visits.

Use Of Personal Health Information We may use and disclose your health information to: • treat and care for you • manage the hospital • teach, conduct research and compile statistics • fundraise • comply with legal requirements, and to fulfill other purposes permitted by law Sault Area Hospital

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receive payment for your treatment and care We disclose personal health information to other health providers, agencies or hospitals in order to provide continued care.

Individuals may call the hospital to ask if a patient is in hospital. If you do not want your presence known, please inform the staff.

You are asked to remain on your unit or area; otherwise the hospital may need to page you publicly. Please advise the staff if you are leaving your area.

Your Choices

Standards (O. Reg. 191/11) passed on July 1, 2011.

These regulations set accessibility standards related to customer service, information and communication, employment, transportation and the design of public spaces. All public sector organizations, including Sault Area Hospital (SAH), are required to comply with the requirements as applicable.

All people, regardless of disability, have equal right of access to all goods, services and facilities provided by SAH. SAH is committed to: •

Subject to legal exceptions: •

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You may withdraw your consent for some of these uses and disclosures by contacting us.

You may access your health record and you may request correction of your health records.

We take steps to protect your personal health information from theft, loss and unauthorized access, including copying, modification, use, disclosure and disposal.

Accessibility Sault Area Hospital (SAH) is committed to preventing, identifying and removing barriers that impede the ability of people with disabilities to access care and services. This includes patients, families, staff, physicians, volunteers and members of our community.

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Providing services in a manner that maintains the dignity, autonomy, respect, privacy and safety of persons with disabilities.

Providing services that are inclusive, sensitive and responsive to unique needs.

Integration and equal opportunity.

Preventing and removing barriers to accessibility.

Meeting the standards set out under the Accessibility for Ontarians with Disabilities Act, 2005.

In accordance with accessibility standards under the Act, SAH has developed a Multi-Year Accessibility Plan outlining our strategy to prevent

In June, 2005 the Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA). The purpose of this enhanced Act is to develop, implement and enforce standards of accessibility for all Ontarians. SAH’s Accessibility Policy is consistent with the AODA, the Accessibility Standards for Customer Service, Ontario Regulation (O. Reg. 429/07) that was passed on January 1, 2008, and the Integrated Accessibility

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and remove barriers and to meet the requirements under the accessibility legislation. SAH also prepares annual status reports on the progress of measures taken to implement the strategies contained in our Multi-Year Accessibility Plan. In addition, SAH has developed an accessibility policy setting out how it achieves accessibility and meets the requirements of the standards. These documents are posted on the SAH website (sah.on.ca) and made available in accessible formats upon request.

For more information, to raise any accessibility concerns or suggest possible improvements, or to request documents in an accessible format or communication supports, please contact Patient Relations at (705) 759-3807 or email accessibility@sah.on.ca.

How To Contact Us For more information about our privacy protection practices, or to raise a concern, please speak to your health care team or contact the Privacy Officer at (705) 759-3434 ext. 3635.

Family spokesperson Please appoint a family spokesperson to call the nursing station for information about your care and pass news to the rest of your family. Appointing one spokesperson limits calls and gives the nursing staff more time to care for their patients.

Advance care directives You are urged to consider advance care directives. Patients have the legal right to make informed choices on health, finance and personal care matters.

Advance directives can help you set in place a: 1. Power of Attorney for Personal Care (POAPC) – This identifies someone to be your “Substitute Decision Maker” (SDM). They will 18

make decisions that reflect your wishes, when you are unable.

Visit www.attorneygeneral.jus.gov. on.ca/english/ for more information.

2. Living Will – a statement to help your SDM make decisions that reflect your wishes regarding life sustaining treatments, when you are unable.

If you don’t have a Power of Attorney for Personal Care or a Living Will, the law directs which family member becomes your SDM. Please discuss your wishes for care with your SDM or all significant family members that may be called to make decisions on your behalf.

If you have signed an organ donor card, please advise your caregiver to add this to your chart.

Home and community care - North East Local Health Integration Network Before you leave the hospital, a Case Manager from Home and Community Care may meet with you to arrange home services such as nursing, occupational therapy, physiotherapy and personal support. If you need any of these services, Home and Community Care will contact you to set up an appointment in your home.

If you have returned home and wish to inquire about home services, Home and Community Care at (705) 949-1650 or toll-free at 1-800-668-7705. You can also visit: northeasthealthline.ca or healthcareathome.ca

Services in other languages Sault Area Hospital is committed to providing patient services in French as well as English. Please let the registration clerk or your nurse know if you wish service in French. If you require an interpreter for any other language, please ask a staff member and we will do our best to accommodate you.

Sault Area Hospital

VIOLENCE

IN OUR HOSPITAL WILL NOT BE TOLERATED

YELLING BULLYING HARASSMENT SEXUAL COMMENTS OR CONDUCT THREATS INTIMIDATION PHYSICAL AGGRESSION Incidents of such behaviour will result in SAH taking appropriate action which may include removal from our facility and/or prosecution.

IF YOU SEE AN ACT OF AGGRESSION OR VIOLENCE, NOTIFY STAFF

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Hospital Services Visiting hours Having family members visit can be a great source of comfort for patients.

Family participation can improve your quality of care. Visitors will be limited to two at a time per patient to respect the privacy of other patients in the room and all patients’ need for rest.

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Visiting hours are from 6:00 a.m. to 10:00 p.m. with limited visiting from 10:00 p.m. to 6:00 a.m. under special circumstances. Please check with your nurse.

Visiting hours in the Mental Health unit are from 11:00 a.m. to 1:30 p.m. and 4:30 p.m. to 7:30 pm.

When isolation precautions are in place, visiting restrictions may be put in place.

Medical or nursing staff may further extend or restrict visiting at any

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time based on the patient’s or roommate’s condition.

Children must be appropriately supervised by an accompanying adult at all times.

Visiting hours may change from time to time.

Emergency Department •

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The nurse will allow visitors depending on the condition of the patient Parents may accompany a child who is five years old or younger One parent may accompany a child who is 5-16 years of age All other visitors will be asked to wait in the waiting room

Staff and Security enforce the Visiting Policy.

Sault Area Hospital

Balloons and flowers Please be aware that for allergy reasons, SAH does not allow any latex balloons. If you would like to send a patient balloons, please make sure that they are Mylar (foil) balloons.

Sault Area Hospital asks visitors not to bring highly fragrant flowers, such as hyacinths, freesias, lilies, lavenders, lilacs, peonies, roses or poinsettias into the hospital because of patient and staff sensitivities or allergies to these highly fragrant flowers. Due to limited space in patient rooms, small floral arrangements are best. Please note: The Intensive Care Unit (ICU) does not accept any cut flowers or plants.

Where possible, please ask your family members and visitors to send flowers to your home instead of the hospital. When family and friends visit you with flowers, ask them to care for your flowers at their homes until you are discharged.

Parking and transit services Four paid parking lots, including one at the Emergency Department entrance, are available at Sault Area Hospital for visitors and patients. A number of spots are designated in each lot for handicapped or disabled people. A $6.00 charge (loonies, toonies) must be paid upon exit. For those who make frequent trips to the hospital, you have the option to purchase a parking card for $66.67 per month. This will provide you with unlimited access to any lot for the month.

If paying by credit card, no deposit is required; however, if paying by cash, cheque or debit, a $20.00 refundable deposit is required. Arrangements can be made through the Cashier’s Office directly off the lobby on level 1. The Cashier’s Office is open Monday to Friday from 7:30 a.m. to 5:00 p.m.

Sault Area Hospital parking lots and roadways are patrolled by hospital security. Vehicles will be ticketed and may be towed if they are parked or stopped in fire and ambulance lanes, designated handicapped spots without proper permits, or on roads or other areas that are not designated parking spaces.

Public transportation is available via two bus routes; Cedar Heights and North Street. Bus stops are located at the front of the hospital near the west (lobby) entrance as well as along the back of the hospital on the southeast portion of the roadway surrounding the hospital. For more information, go to www.citysssm. on.ca.

After hours access to the hospital Public entrances will be open from 5:30 a.m. to 11:00 p.m. daily. After hours, please enter through the Emergency Department (ED). The ED entrance and parking lot are located at the south end of the building.

Banking machines Three automated banking machines are available in the hospital – one in the lobby, one in the Emergency Department waiting area and one in the food court.

Change machines are located in the lobby, Emergency Department and in the food court on Level 1.

Trusted Partner. Outstanding Care.

21

Retail food services Marek Hospitality

Smoking (tobacco and cannabis)

The Courtyard Café food court offers Tim Hortons and an array of fresh, healthy food choices on Level 1.

SAH provides a healthy and healing setting for all patients, employees, physicians, volunteers and visitors.

The Courtyard Café is open Monday to Friday, except holidays from 7:00 a.m. to 3:00 p.m. Tim Hortons is open weekdays from 6:30 a.m. to 9:00 p.m. and on weekends and holidays from 8:00 a.m. to 6:00 pm.

The entire SAH property is non-smoking.

This includes the smoking of tobacco and cannabis and vaping. Smoking is prohibited everywhere, including in vehicles, while on SAH property.

Vending machines providing a selection of food, beverages and snacks are also located throughout the hospital including in the food court area and Emergency Department entrance.

Ventures Coffee Shop Ventures is located on Level 1 at the south end of the hospital. It offers fresh coffee, muffins, baking, fresh fruit, yogurt and a variety of luncheon specials. Ventures is operated by the hospital’s Transitional Care Program and is open Monday to Thursday from 8:00 a.m. to 8:00 p.m. and Fridays till 3:00 p.m. Cash and debit are accepted.

The policy applies to all patients, visitors, staff, physicians and volunteers and will be strictly enforced. SAH also asks all visitors to respect surrounding properties and not trespass or litter.

SAH will help you to manage your withdrawal while you are in hospital.

If your admission is for an elective procedure, talk to your doctor about this before coming to the hospital.

If your admission is unplanned, your nurse will talk to you about your smoking pattern. They will tell you about medications or tobacco replacement that can be prescribed, while you are in hospital to manage smoking withdrawal.

If you choose to smoke while a patient at SAH, a pass for you to leave the hospital property is required. If you need help, you need to be accompanied by a family member or responsible adult. Nursing staff cannot leave the unit to assist you.

You need to sign a release form and any medical equipment must be removed by staff before leaving the hospital.

Gift shop The Gift Shop is located on Level 2 off the lobby and is operated by the Sault Area Hospital Volunteer Association. The shop offers a wide selection of gift items.

All proceeds are donated to the Sault Area Hospital Foundation.

Hours Of Operation: Monday to Friday:..10:00 a.m. - 7:00 p.m.

Saturday:...................... 11:00 a.m. - 2:00 p.m.

Sunday:.......................... 11:00 a.m. - 2:00 p.m.

22

Sault Area Hospital

Information desk The Information Desk is located in the lobby for your convenience. SAH Volunteers are on hand to assist patients and visitors during regular hours – Monday to Friday from 9:00 a.m. to 4:00 p.m.

Television, phone and internet services TV, phone and internet rental services are provided by Hospitality Network.

Our goal is to make patients stay at Sault Area Hospital as comfortable as possible.

It’s as easy as a single touch on your bedside monitor to communicate with family and friends, browse the internet and enjoy television, movies, radio, and phone. A portion of revenue from rental services are returned to Sault Area Hospital and reinvested in caring for you!

Arranging For Service To order TV Services dial Ext. 6752 from your bedside phone or dial (705) 759-3434 ext. 6752 from any outside line. Please ensure you have the patient room number and bed number ready before calling. A Customer Service Representative will activate services daily (except holidays) between 12:00 p.m. and 6:00 p.m. Please note that services ordered after 5pm may not be activated until the following day.

Hospitality Network accepts Visa, MasterCard, Cash or Cheque (with ID) as payment. Rates are subject to change without notice. Services are nontransferrable and non-refundable.

Pay Phones Public pay telephones are available in the lobby and the Emergency Department.

Trusted Partner. Outstanding Care.

Cell Phones To keep our patients safe, you may be asked to turn off your cell phone.

Please follow all posted signs about cell phone use. To protect patient confidentiality, patients and visitors are not allowed to take still photos or videos with cell phones, iPads, cameras or other electronic devices, except in circumstances where express permission is granted.

Spiritual support services Sault Area Hospital, in partnership with the Sault Ste. Marie religious community is pleased to offer patients the following Spiritual Support Services: • one-to-one support • prayers and spiritual reflections • connection with religious community for pastoral support • arrangement for rituals and sacraments • memorial services for individuals and groups • spiritual support in grief • support in ethical decision making process Spiritual Support Services can be reached Monday – Friday 9:00 a.m. to 5:00 p.m. at (705) 759-3434 extension 5418. For emergency service after hours and holidays please contact Sault Area Hospital Crisis Services at (705) 759-3434 extension 3398 and ask for Spiritual Support Services assistance.

In the case of emergency ministry requiring Roman Catholic Sacrament of the Sick please call (705) 256-6675 (available 24 hours daily) Spiritual Support Services volunteers are on duty Monday – Friday 9:00 a.m. to 5:00 p.m.

23

Hairdressing services

Pets

Wash and cut services are available.

To book an appointment or for more information about the fees, please call ext. 4655.

With the exception of service animals and dogs or cats who are part of the Sault Area Hospital Pet Therapy Program, animals are not allowed at Sault Area Hospital. Exceptions may be considered on compassionate grounds for visits from personal pets (dogs or cats only). Strict guidelines apply and prior permission must be obtained. Please inquire with the manager of the unit.

Mail Outgoing: For your convenience, mailboxes are located in front of the hospital. Please speak with a staff member if you require assistance with outgoing mail.

Incoming: Patient mail is delivered directly to each unit. To help with delivery, please ask your friends and relatives to include your full legal name (e.g. Mary Smith not Mrs John Smith), your room number, and their return address on the envelope.

24

Sault Area Hospital

Get Involved Tell us your views Sault Area Hospital is committed to improving the quality of our services for patients and their families.

One key way we do that is through changes made as a result of patient comments. We welcome feedback regarding your experience while a patient at SAH. If you have a compliment to share or a concern to raise during your hospital stay, please discuss it with the person who provided the care or service. It is best to share feedback at the time and place it occurs. Your care and treatment will not be negatively affected as a result of bringing forward a concern.

If you are not able to speak with the person who provided the care or service, ask to speak to the Manager of the Unit

Trusted Partner. Outstanding Care.

or Department, the Manager-On-Call, or the Director of the Unit or Department.

They will be pleased to work with you to resolve your concern or receive your compliment.

If your concern remains unresolved or if you have feedback to provide following your visit to the hospital, contact the Planning, Quality & Risk Department.

The Department facilitates a formal patient relations process on behalf of the hospital and can be reached at patientrelations@sah.on.ca or (705) 759-3807. More information about how to share your concerns or compliments, visit the SAH website at www.sah.on.ca/ patients/tell-us-your-views.

The hospital is always grateful for the notes of thanks received from patients and their families.

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Patient satisfaction surveys At Sault Area Hospital our goal is to provide you with excellent care and service every time. We want to hear what we are doing right and what we can do to improve our care and service.

To obtain your valuable feedback, Sault Area Hospital conducts random voluntary patient satisfaction surveys.

If you receive a survey, we would be grateful if you would take the time to comment on your hospital stay.

Sault Area Hospital volunteers SAH has many volunteers who dedicate their time to enhancing the patient experience. On any given day, around 50 volunteers can be found at SAH. They are easily identifiable by their friendly smiles, and bright red vests. Volunteers can be found escorting people to units, answering visitor inquiries at the information desk, helping out in units and clinics, and staffing the gift shop. These support roles are crucial in ensuring great service and experiences for our patients and visitors. SAH is grateful to have such caring individuals who volunteer their time to assist others.

The Sault Area Hospital Volunteer Association (SAHVA) organizes and executes various initiatives to raise funds for vital medical equipment through special events, craft and bake sales, raffles, lottery ticket sales, and through the gift shop. The fundraising initiatives completed by the SAHVA have directly assisted in the expansion of services now offered at SAH. SAH is always looking to expand our volunteer program. We accept applications for both student and adult volunteer positions. If you are interested in this fulfilling experience, please contact the Volunteer Resources Department at ext. 3721.

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Patient and family advisory councils Patient and Family Advisory Councils are known to play a contributing role in helping hospitals become more patient and family-centered. Councils serve as a regular meeting forum for patients and families to partner with hospital staff members and leaders to shape decisions and influence change. Patient and Family Advisors are volunteers who share their unique experiences, tell their stories and use their informed perspectives to advise on initiatives and decisions throughout the hospital. This ultimately impacts the delivery of health care and the quality of the experience for the next patient or family member.

SAH currently has one Corporate Patient and Family Advisory Council, four Program Based Patient and Family Advisory Councils (Algoma District Cancer Program, Renal, Mental Health & Addictions, and Emergency Department), and one Resource Pool. The goal is to continue to embed advisors throughout the organization. The implementation of Patient and Family Advisory Councils has contributed to high quality patient outcomes by listening to the voice of the patient. Hearing the patient voice is at the heart of an exciting shift within health care. By working together, better health care outcomes, wiser allocations of resources and greater patient and family satisfaction will be achieved.

The Executive Committee and leaders across SAH reinforce this belief and have partnered with patients and family members on our councils. This presents patient and family members with the unique opportunity of working hand in hand with key decision makers within the hospital to ensure the best possible care is delivered to the patients and families of Sault Ste. Marie and the Algoma District.

Sault Area Hospital

The Sault Area Hospital currently has 80+ patient and family advisors working in various capacities throughout the hospital. To learn more about PFAC and its members or to find out how you can get involved, visit the SAH website.

Sault Area Hospital Foundation The Sault Area Hospital Foundation is fortunate to have a long tradition of generous support from its many friends patients and family members, community groups, corporations, concerned individuals, etc.

Donations to the Sault Area Hospital Foundation are welcomed and very much appreciated. The Foundation has an extensive recognition program that acknowledges donors’ important contributions.

The Sault Area Hospital Foundation, together with the community and guided by its values, provides financial support to Sault Area Hospital, thereby contributing to the provision of quality

Trusted Partner. Outstanding Care.

patient-centered health care to the citizens of Sault Ste. Marie and area.

To make a donation in person, you can stop by the Foundation office located just around the corner from the Information Desk in the main lobby, Monday to Friday, 8:30 a.m. to 4:30 p.m. or place your donation in the drop box located outside the office door.

Phone:

(705) 759-3848

Mail:

Sault Area Hospital Foundation 750 Great Northern Road Sault Ste. Marie, ON P6B 0A8

Email:

foundation@sah.on.ca

Website: www.sahfoundation.com The Foundation would be pleased to acknowledge your gift in honour of someone or in appreciation for care received. Please let the Foundation staff know if you wish your donation to be directed to a particular fund.

27

Grateful Patient Program THANK. Say thank you to a....

• skilled surgeon • compassionate nurse • kind caregiver • special doctor • helpful volunteer • entire department The Grateful Patient Program is a way to say thank you to someone who provided outstanding care during your time at Sault Area Hospital.

HONOUR. How does it work?

1. When you make a donation to the Grateful Patient Program, SAHF sends a card on your behalf to the SAH caregiver you wish to honour.

2. When gifts honouring the caregiver accumulate to $1000, their name will be added to the In Honour Recognition Wall located along the main corridor on level two of the Hospital.

3. SAHF also presents a “because iCcare” pin to the caregiver recognizing their outstanding care.

4. SAHF will issue a tax receipt for donations where applicable.

DONATE. A donation in honour of a SAH caregiver not only shows your appreciation, it helps future patients receive outstanding care.

With your support the Sault Area Hospital Foundation can purchase the medical equipment our physicians and nurses need to care for the patients in our community.

Funding for capital equipment for Sault Area Hospital does not come from federal or provincial governments.

Donations received from our generous community fund the Hospital’s equipment needs. Your donation helps your community.

For more information, visit the Sault Area Hospital Foundation at www. sahfoundation.com or call (705) 7593434, ext. 4372.

Thank you for your support.

Give a gift that keeps giving.

28

Sault Area Hospital

Contributing Advertisers Sault Area Hospital is grateful to all advertisers for helping to make this guide possible.

Please note that an advertisement in this guide does not imply an endorsement by Sault Area Hospital.

ACCOMMODATIONS

SECURITY CONTROL

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AUDIOLOGY Armstrong Audiology & Hearing Aid Clinic

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SUPPORT SERVICES Canadian Red Cross

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WOMEN’S CENTRE Phoenix Rising Non-Profit Homes Inc. 32 Phoenix Rising Women’s Drop In Centre 32

WOMEN’S SHELTER & SERVICES 34

Breton House

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DENTISTS Family Dentistry on Bay

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DISTRESS CENTRE Victim Services of Algoma

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FUNERAL HOME O’Sullivan Funeral Home & Cremation Centre

outside back

HEARING AIDS Armstrong Audiology & Hearing Aid Clinic

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HOME HEALTH CARE SERVICES Premier Homecare Services

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MASTECTOMY & LYMPHEDEMA Body First

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MEDICAL EQUIPMENT & SUPPLIES Body First

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OPTOMETRISTS Station Tower Optometry

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Sault Area Hospital

Victim Services of Algoma

A Ne w Lin k

477 Queen Street East, Suite 102A Sault Ste. Marie, ON P6A 1Z5 Phone: (705) 945-6905 ∙ Fax: (705) 945-6864 Toll Free: 1-888-822-7792

126 Queen St eaSt | Sault Ste. Marie, On

Have you been a victim of crime or tragic circumstance? Do you need someone to talk to? If so, contact your local police service, as teams of crisis responders are available 24 hours a day, 7 days a week.

Victim Support is every victim’s right!

Serving victims in the Algoma District for over 25 years.

705-946-0920

a new link is an outpatient harm reduction program for pregnant and parenting women with drug and alcohol addiction.

S e r v ic e s pro v ide d include : • individual Counselling • educational Groups • Case Management • life Skills/leisure Groups • Drug and alcohol assessments • Community Kitchens • Support Group • triple P

Red Cross Sault Ste Marie Branch is seeking Volunteers for various programs.

Opportunities currently available in our Seniors Services Department.

(Transportation, Friendly Visiting, Telephone Assurance, Office administration and much more.

If you are interested or would like to learn more please contact 705-759-4547.

Wherever & whenever you need us, we can help!

Home health care comes to you.

• Companionship • Hospital Sitting • Personal Care • Pre & Post Surgery Care • Hourly, Overnight Care • Housekeeping & Laundry • Respite & Palliative Care • Alzheimer & Dementia Care • Meal Planning & Preparation Contact us today!

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Tens Units, incontinent Supplies Jeunique’s Bras & Firm Support Sports Bras

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Certified Fitter Owner/ Operator PhONE: 705-949-BODY (2639) Caring & FAx: 705-949-9027 CEll: 705-542-3632 Professional EMAil: bodyfirst@bellnet.ca

31

PHOENIX RISING NON-PROFIT HOMES INC.

2 Manitou Drive Sault Ste. Marie, Ontario P6B 6G5 Phone: (705) 945-5137 Fax: (705) 945-8111 phoenix.rising@shaw.ca “Supportive Rent-geared to income housing”

PHOENIX RISING WOMEN’S DROP IN CENTRE

596 Wellington Street East, Sault Ste. Marie, Ontario P6A 3M5 Phone: (705) 759-5864 Fax: (705) 759-2459 phoenix.centre@shaw.ca “Women Helping Women” Mental Health Services

DR CheRyl TuRgeon DR JennifeR Cavanagh

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Why Choose Us

• exceptionally caring and dedicated team deeply rooted in our community • All your dental needs for children and adults • several sedation options available including nitrous oxide and sault Area hospital privileges • Comfortable and relaxing environment in a spacious and fully accessible building

offiCe hoUrs

Monday – friday: 8:30 am – 5 pm Station Tower Optometry offers a full range of vision care products and services to help you see the world more clearly.

Our goal is to provide every patient with the best eye care services possible, using state-ofthe-art technology and modern techniques. Currently accepting new patients. Contact us today to schedule an appointment.

705-949-8830

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Come on in and let us make a “floss” over you!

7 6 6 B ay s T R e e T s a u lT s T e . m a R i e , o n 705.949.5593 For more information, please go to our website

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See this publication and more at:

patientdirectory.ca http://patientdirectory.ca

Quality Healthcare Publications

Trusted Partner. Outstanding Care.

www.facebook.com/patientdirectory.ca

DETECT BUTTON

33

Your Respite

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705 253 7111

Breton House is a recovery home for women 19 years of age and older who require residential support in order to recover from the impact of substance use or misuse. Admission is determined on an individual basis and an alcohol and drug assessment is required.

on the corner of Bruce and wellington st.

Please call for more information.

www.WeHearYou.ca

Support for Breton House has been provided by the North East Local Health Intergration Network (NELHIN) and the Government of Ontario.

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Sault Area Hospital

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