WELCOME TO SCARBOROUGH HEALTH NETWORK (SHN)!
We are committed to partnering with you and your family for a quality patient experience. Your healthcare team will work with you to meet your needs, reach your care goals, and return you home safely.
This guide provides you and your family with helpful information about staying in the hospital. It will help to answer many of your questions and assist you in being actively involved in your care.
BEING INVOLVED IN YOUR HOSPITAL CARE
As a patient staying in the hospital, you will be involved as much as possible in creating the best quality experience.
We invite you and your family to be active and informed members of the healthcare team, and partners in the plan for your care.
Your hospital healthcare team Patient and family involvement
Your hospital team will work together with you and your family to provide treatment and support. The team includes health professionals and staff in many different roles. Check your Unit Welcome Letter for the list of healthcare team members who will be part of your team.
You and your family are also part of the team! We want you to be actively involved in your care plan. Here are some ways to involve your family:
• Bring someone who knows your medical history.
• They can help to listen, discuss, and understand information you receive, and ask questions.
• Make sure they know your wishes, treatment decisions, and plans for discharge.
Communicating with your team
You and your healthcare team will speak regularly about your treatment, recovery, and plan to return home.
Communication boards
Many patient rooms have a whiteboard to share information about your care team and plan. You can use it to ask questions or leave messages.
24/7 language services
We offer interpretation services that connects you, your family, and the healthcare team with an interpreter who speaks your primary language. This service is available in more than 200 languages. Please check with your nurse if you’re interested.
Are you Indigenous?
(First Nations, Métis, Inuit)
Talk to your healthcare team or visit SHN.ca/IPN if you would like to be connected with the Indigenous Patient Navigator.
Patient feedback
Your feedback helps us know what’s going well and where we can make improvements. If you have a concern, please tell your healthcare team. If you need further assistance, ask to speak with the unit manager. If you continue to need help, visit SHN.ca/patient-relations.
PATIENT TIPS
What to talk about with staff
• Your health problem and treatment plan, as well as your role and what you need to do.
• Why it’s important for you to have this treatment, what it will involve, and if there are alternative treatment options.
• How you feel physically, mentally, and emotionally.
• Your past illnesses, family medical history, and recent hospital and doctor visits.
• Your tests and medications.
Services in your room
Television (TV) rental
TV rental services are provided by an external company called LOC Medical. To learn more, turn on the TV in your room.
Free WiFi
Free WiFi is available in all patient areas of the hospital. Use your mobile device to access our guest WiFi network.
PARTNERING FOR A SAFE, QUALITY EXPERIENCE
Your safety as a patient is a top priority. Together, we will focus on key areas in your care and recovery to keep you safe during your hospital stay.
This includes partnering with you and your family in following the right patient care strategies, steps, and procedures for your needs.
Identifying you
Your armband identifies who you are to hospital staff and doctors, and may indicate a safety issue you may have, such as allergies or a risk of falling. So be sure to keep it on.
Staff and doctors will verify your identity in two ways before providing any care, tests, or delivering meals and medication. For example, they may ask for your name and date of birth, and then scan your armband.
Staff identification
Hospital staff, doctors, and volunteers must always wear identification badges. Be sure to look for their badges, and do not let anyone care for you who is not wearing one. You can also ask for the names of your healthcare team members.
Allergies
Inform your healthcare team about any allergies to medicine, food, scents, dust, or chemicals, as well as reactions like rashes, headaches, breathing trouble, or nausea.
Nutrition
Good nutrition helps with healing and is important when in the hospital.
How to prevent malnutrition
• Report any problems with eating or drinking.
• A nutrient-dense diet or liquid-nutritional supplements may be prescribed.
Medications
Errors in medications can occur if everyone is working with different information. That’s why it’s important to review your medication history with your healthcare team.
Reviewing your medications
Bring a list of new and old medications you take, including vitamins, minerals, and herbal and non-prescription products. We also need your pharmacy’s contact information.
Do not bring your medications from home. Our pharmacy will provide all medications required during your stay, including new prescriptions. Before leaving the hospital, it’s important to have staff or a doctor go over the medications you should take at home, and any changes with the medications you had before you were admitted. If any medications have been stopped, return them to the pharmacy for disposal so you don’t take them by mistake.
• Diet restrictions may be relaxed to provide more options.
• Comfort foods from home might be helpful.
PATIENT TIPS
How to manage your medications
Always bring an up-to-date list of your medications and allergies to every medical visit. Here’s how you can keep track of this list:
• Ask your pharmacist to do a “MedsCheck” review and print a list of your medications, or put the list on your phone for easy access.
• Download a smartphone app to keep track of medications, blood pressure, allergies, etc. (such as Knowledge is the Best Medicine and MyMedRec).
Be sure you know what all of your medications are for, and how much and how often to take them. Any time one of your medications changes, you should also update your medications list.
How to prevent infections !
Infections happen when germs enter the body, multiply, and cause harm or illness. Patients admitted to hospital are at risk of contracting an infection. The risk may be increased if:
• You are elderly
• You have been using antibiotics
• You have a urinary catheter or other medical devices
• You have a wound
• You have been admitted in the hospital for a long time
• Your immune system is compromised
To protect yourself and others from getting an infection while at the hospital:
• Keep your hands clean.
• Let your healthcare team know if you have a fever, cough, diarrhea, or any change in your condition.
• Cough or sneeze into your sleeve or cover your mouth and nose with a tissue so germs don’t spread.
• Make sure your immunizations are current.
• Ask family and friends not to visit if they are sick.
Hand hygiene
Germs are spread mainly through hands, so it’s important to maintain good hand hygiene. Clean your hands often by rubbing with an alcohol-based hand sanitizer or by washing with soap and water. When to clean your hands
• After using the bathroom.
• After blowing your nose. or coughing.
• Before eating or drinking
• When visibly dirty.
• When leaving and returning to the patient room.
Isolation precautions
Patients with a particular infection or who are at risk may be placed on special precautions, or isolation. If you are on isolation, your nurse will provide you and your family with information about the precautions and any instructions that need to be followed by anyone entering your room—such as wearing a mask, gloves, or gown to prevent the spread of infections. A sign will also be placed on your door.
Exercising your mind
It’s important to keep your mind active to stay mentally sharp and reduce the risk of delirium. Ways to stay mentally active
• Visit the lounge, outdoor area, gift shop, or multifaith chapel. Follow your healthcare team’s instructions for safe mobility and check in with them before leaving the unit.
• Do crossword puzzles or Sudoku, play cards, read a book, look at pictures, or even pay your bills.
• Watch movies, listen to music, play a game, or call a loved one. TVs are also available in some lounges, as well as in patient rooms.
Blood clots
Blood clots can form if blood flow slows down, stops, or there is damage to a vessel. A clot deep inside a part of the body is called a deep vein thrombosis (DVT), which mainly affects large veins in the legs. It can move through the bloodstream to your lungs, which is called a pulmonary emboli (PE).
Your healthcare team will do checks so you are less at risk of getting a blood clot.
Pneumonia
Pneumonia is an of infection of the lungs. It’s important to keep your lungs clear and healthy when you’re a hospital patient. How to prevent pneumonia
• Practice good mouth care, especially by cleaning your teeth.
• Keep the head of your bed up.
• Get up and move around. Your healthcare team will also let you know:
• If it’s better for you not to eat or drink anything by mouth.
• If you should be doing deep breathing and coughing exercises.
How to prevent blood clots
• Let your healthcare team know if you or a family member have had a blood clot before.
• Move arms and legs regularly.
• Drink lots of fluids.
• Tell your healthcare team if you notice increased warmth, pain, swelling, or changes in skin colour in one leg or arm; or if you have sudden chest pain, light-headedness, or shortness of breath.
Pressure injuries
Lying or sitting in the same position for a long time puts pressure on parts of your body, which can damage your skin and cause pressure injuries. The first sign of a pressure injury is reddened or purplish/bluish skin. Although pressure injuries may not be painful at first, they can take a long time to heal and affect your everyday life.
Falls
Falling is a serious risk for hospitalized patients, especially those who are weak, disoriented, or have dementia. The healthcare team will help ensure your safety.
How to prevent falls
• Wear proper, non-slip footwear whenever you get out of bed.
• Keep lower bed rails down— patients can injure themselves trying to climb over the rails.
• Keep the bed in the lowest position—this way, if you were to fall getting out of bed, you are less likely to injure yourself.
• Tell your healthcare team if you are dizzy, unsteady, or are feeling weak.
• Tell someone if you need help with your cane, walker, or wheelchair.
How to prevent pressure injuries
• Frequently get out of bed or change positions when you’re lying down/sitting .
• Drink a lot of fluids and eat a balanced diet, including fruits, vegetables and foods high in protein and calories.
• Tell your healthcare team if you see discolouration in your skin.
PATIENT
TIPS
More ways to prevent falls
• Keep everything you need within reach, such as your water, call button, phone, etc.
• Make sure you know how to use the call button by your bed.
• Tell your healthcare team about any spills.
• If you have trouble seeing or hearing, it’s best to wear your eyeglasses and hearing aids at all times when you are awake.
• Tell your healthcare team if you are scared of falling—this could stop you from doing normal activities and then you may become weaker and more at risk of falling.
Moving and staying active
Hospitalized patients are at a high risk of losing their ability to get around (mobility) and their independence. That’s why you need to make sure to move as much as possible. For every day that you don’t move, it actually takes several days to get back to your old strength. So even if you’re not feeling well, you have to try to stay as active as you can.
Moving helps maintain your strength, and prevent other issues. As part of getting better, you will be encouraged to do as much as you can for yourself.
Ways to keep moving
• Get out of bed as much as you can. Your healthcare team will know the safest way for you to get up, which could be on your own, with family or a staff member’s help, or with a lift.
• Ask for help to sit in a chair for meals, and to go to the bathroom instead of using a brief whenever possible.
• When you’re in bed, move your arms and legs often or roll side to side.
• As much as possible, keep doing tasks you did at home, such as washing up, and getting dressed.
Purposeful rounding:
The 5 Ps
In order to ensure that all of the mentioned safety measures are in place, your nurse will be coming to check on you every hour or so. This is known as “rounding”, and we have a very clear purpose for it.
Each time the nurse comes in to see you, they will go over the 5 Ps:
Pain
Let us know if you feel any pain
Potty
We can help you go to the bathroom
Position
We can reposition you if you are uncomfortable
Personal belongings
Do you have everything you need close by?
Protective measures
We will make sure you are in a safe environment
GETTING READY TO RETURN HOME
Your healthcare team will work with you and your family on a safe discharge plan that meets your goals and care needs once you leave the hospital.
These plans take time to develop, so we will start talking about your goals for discharge to return home soon after you are admitted to the hospital.
Completing your stay
During your hospital stay, your doctor will follow your progress as you work towards your goals. Your care needs will begin to change, and your doctor will know when you’re ready to be discharged from the hospital.
Your recovery
The road to recovery is different for everyone, and your stay at the hospital is only one step in that journey. When you get the OK from your doctor that you are ready to be discharged, you may not feel like your old self yet. Depending on your situation, you may need to take many more steps before you are fully recovered or settled on your “new normal.”
Your healthcare team will work closely with you and your family to come up with the right recovery plan for you.
What recovery may look like
• Recovery at home with community supports or therapy
• Temporary respite care in an assisted-living setting
• Outpatient rehabilitation services
• Convalescent care
• Inpatient rehabilitation at a rehabilitation hospital
Home First
When you are lying in a hospital bed feeling unwell, it may be hard to imagine life after recovery. This isn’t the right time to make major decisions about your living situation. Your healthcare team will ensure you have the support you need to get home first.
At home, you will have time to recover fully or find your new normal, and then plan for your future with loved ones. Your local Home and Community Care team will work with you to provide support and help you plan your future from the comfort of your own home.
HLeaving the hospital
You, your family, and your healthcare team have been planning your safe discharge, and now your doctor is saying you are ready to leave. Yay!
Your nurse will give you all your paperwork and care instructions to prepare you to be discharged. We will work with you and your family to arrange to leave as early as possible so that you can head home.
PATIENT
TIPS
Preparing for discharge
Ask your healthcare team:
F What time should I be ready to leave the hospital?
F Are there any special instructions for my recovery at home?
F Are there changes to my medications?
F Are there changes to food I can eat?
F Is there any special medical equipment I will need?
F What self-care routines can I do on my own, or will I need help with?
F Are there any symptoms to watch for?
F Who do I call if I have a question about my health or I need help?
Make sure to:
F Arrange your ride home
F Pack personal belongings
F Get all prescriptions, and coordinate getting your medications at home
F Arrange a follow-up appointment with your family doctor or specialist
F Arrange for extra help at home, such as housework, cooking, etc.
Services after you leave the hospital
As part of your discharge plan, we will be working together to arrange services that you may need after you leave the hospital. Here are some of the services we may be connecting you with, or that you may want to learn more about.
Ontario Health atHome
Ontario Health atHome assist seniors and people with complex medical conditions of all ages to stay in their own homes through:
• Services in your home, including health professionals visiting you in your home; personal care; home-making; family-managed home care/self-directed care; and end-of-life care at home
• Services in your community, including exercise and falls prevention classes, and Assisted Living Services
Contact Ontario Health atHome: Call 310-2222
OHIP-funded Physiotherapy
If your function or movement has decreased because of an illness that required hospital admission, you may be entitled to OHIP-funded physiotherapy (you can’t already be accessing physiotherapy services through any other program and you will need a referral from a doctor).
You’re not eligible if this decrease is due to a stroke, heart attack, or joint replacement. Speak to your healthcare team about rehabilitation options specifically designed for these conditions.
Find a clinic near you: ontario.ca/physiotherapy
SHN’s Urgent Care Centre
If you do not have or can’t be seen by a family doctor, SHN’s Urgent Care Centre at our Centenary Hospital offers walk-in medical attention from experienced doctors and nurses for non-life-threatening conditions that do not need to be seen in the Emergency Department.
Learn more: SHN.ca/urgent-care-centre
Good to know hospital policies
Your Privacy
SHN is committed to keeping our patients’ confidential information secure. The information we collect includes, but is not limited to, the patient’s name, phone number, address, health card number, diagnosis, treatment, medical consultations, laboratory results, and medical records of your visits to other hospitals and the care you received there. This information is used for your direct care, administrative purposes, teaching, and research (with approval), and to meet legal and regulatory requirements. Patient health information can only be accessed by team members involved in your care and support staff who need to access personal health information to provide care. To learn more, please visit SHN.ca/privacy
Accessibility
SHN is committed to providing exceptional and accessible services in a manner that respects the dignity and independence of all patients and families. The delivery of services to people with disabilities will be integrated wherever possible. People with disabilities will be able to equally obtain, use, or benefit from services provided by and on behalf of SHN.
Smoke-free Environment
The Smoke-Free Ontario Act requires that hospital grounds be completely smoke-free. SHN is proud to be participating in this requirement. For the health of our patients and family members, visitors, staff, doctors, and volunteers, smoking is not permitted anywhere on the hospital property.
No Scents or Fragrances
SHN has a no-scent policy to support patients, families, visitors, staff, doctors, and volunteers who may be sensitive to the chemicals in scented products. Please avoid wearing or using scented products while in the hospital and remind your family, caregivers, and visitors that we are a scent-free facility.
Workplace Safety
We are committed to providing a safe, healthy, secure and respectful environment through the prevention of violent, abusive, and aggressive behaviour. SHN promotes respect in our hospital and does not tolerate any form of physical or verbal abuse. We reserve the right to take appropriate measures against any offenders. Thank you for your cooperation.
PARKING
Birchmount
The visitor parking lot is located on the north side of the hospital. Limited short-term meter parking is available outside the Emergency Department (for emergency use only). Pay stations are located at the Main Entrance and in the covered kiosk in the visitor parking lot.
Centenary
Visitor parking is available in the lots on the north and south sides of the hospital. Limited short-term meter parking is available outside the North Entrance and Emergency Department (for emergency use only). Pay stations are located in the North and South Entrances.
General
The visitor parking garage is located on the west side of the hospital, off of Lawrence Avenue East. Pay stations are located in the Main Entrance and in the Medical Mall across from Rexall.
Hourly rates (standard parking) and multi-day passes (long-term parking) are available at SHN.
Visit SHN.ca/parking or scan the QR code to learn more about parking rates, how to pay, and where to find our pay stations:
RESTAURANTS
Birchmount
Tim Hortons
2nd floor (Near the East Entrance)
Monday to Friday, 7 a.m. to 9 p.m.
Weekends and holidays, 7 a.m. to 8 p.m.
Centenary
La Prep, Sahebi, Subway, Tim Hortons, Taste of Mediterannean
Medical Mall, 2nd floor
Subway open 24 hours; hours vary for other restaurants
General
Food Court
Tower, Ground floor
Monday to Friday, 7 a.m. to 2 p.m.
Closed weekends and holidays
Tim Hortons
Medical Mall, Ground floor
Monday to Friday, 6:30 a.m. to 9 p.m.
Weekends and holidays, 7 a.m. to 8 p.m.
GIFT SHOPS
Our Gift Shops are run by volunteers and provide a range of cards, gifts, flowers, and other items you can purchase for yourself or your loved one staying at the hospital.
Birchmount
2nd floor (Near the East Entrance)
General
Medical Mall, Ground floor
Centenary
Medical Mall, 2nd floor
BIRCHMOUNT HOSPITAL
WORSHIP AND MEDITATION ROOM
Worship and Meditation Rooms are open 24/7 for use by patients, families, and staff members. There are also weekly multifaith and ecumenical Christian services.
Birchmount
2nd floor (Near the East Entrance)
Ecumenical Christian Service
Sundays, 10 to 11 a.m.
Centenary
2nd floor, Tower
General
Ground floor, West Wing
Multi-faith Readings and Reflections
Wednesdays, 10:45 to 11:15 a.m.
RETAIL PHARMACIES
Birchmount
Drug Store
2nd floor
416-495-2899
Monday to Friday, 9:30 a.m. to 5:30 p.m. Saturdays, 10 a.m. to 2 p.m. Closed Sundays
Centenary
Shoppers Drug Mart
Medical Mall, 2nd floor
416-724-6055
Monday to Friday, 9 a.m. to 9 p.m. Weekends, 10 a.m. to 9 p.m.
General Rexall
Medical Mall, Ground floor 416-438-6668
Monday to Friday, 9 a.m. to 9 p.m. Weekends, 9 a.m. to 3 p.m.
Discharge planning
Track your care
How long will I be in hospital _______ days (estimated)
Expected day of discharge
My care goals
Services needed after leaving the hospital
Questions I want to ask
END PJ PARALYSIS
GIVE A GIFT THAT GOES BEYOND DR. ALEXIS GORDON
DID YOU RECEIVE EXCEPTIONAL CARE TODAY?
Say thank you by making a donation in honour of a staff member. Big or small, every gift helps ensure our healthcare teams have the tools, equipment, and facilities they need to go above and beyond.
Donate in honour of an SHN staff member. exceptional SHNFoundation.ca/WithGratitude
CHIEF AND MEDICAL DIRECTOR, MEDICINE
OUR VALUES ARE TO BE
PATIENT DECLARATION OF VALUES
Through their stories and experiences, patients and families have told us to live these values by providing:
Access to safe and timely care by compassionate and skilled professionals who value working with patients and families
Care that focuses on patient safety and communication to achieve higher quality
Care that is responsive to individual differences and values diversity
A hospital-wide culture that encourages patients and families to become more active in their care
Care that is both evidence-based and considers the patient and family’s healthcare goals
Care that is strengthened by connection, information sharing and collaboration between hospital and community
Patient Partnership Principles:
Our commitment to always working in partnership with our patients and families*, to achieve our mission of improving lives through exceptional care
As a Patient and/or Family Member* I will…
Treat you with respect
Be involved in decision-making about my care
Share accurate information to help you develop the best plan of care
Ask questions when I need more information
Provide feedback about my patient experience
Maintain a safe environment, free of violence and harassment
In all our interactions, we will be Compassionate, Inclusive, Courageous, and Innovative
As your healthcare team we will…
Treat you with respect
Encourage and value your desired level of participation and collaboration
Maintain privacy and confidentiality of your personal health information
Provide information about your care in the language you are most comfortable
Provide safe, quality care using best practices and patient experience feedback to continuously improve
Maintain a safe environment, free of violence and harassment
*In patient and family-centered care, patients and families define their “family” and determine how they will participate in care and decision-making
SHN’s Patient Partnership Principles also available in additional languages: Arabic, Chinese–Simplified, Chinese–Traditional, French, Tamil
As part of SHN’s commitment to provide culturally safe care and to help improve supports for Indigenous patients and their families, we are asking all patients if they self-identify as First Nations, Inuit, or Métis.
As a patient or family member of someone receiving care with us, you have powerful insights and ideas. Become a Patient Family Advisor and you can use your experience to help us develop and promote hospital policies, programs and practices that directly impact patient care and services. Visit us online to learn more and apply to become a Patient Family Advisor today at SHN.ca/PFA .
MyChart
Central East Ontario
Stay connected to your health information online
View your medical information, test results and more
Save time coming for your hospital appointments
Get reminders, and complete check-in steps before you arrive Track your health Review your healthcare history, prescribed medications and more
DID YOU KNOW...
Ontario hospitals, including our three SHN sites, are responsible for 100% of all medical equipment costs.
SHN relies on donations and support to provide the best possible care and services to patients in our community.
That’s why we need you.
DONATE OR FUNDRAISE
Your donations or fundraising efforts will improve our facilities, expand our capabilities, and offer more care to more people with fewer barriers.
VOLUNTEER
Our events are a rewarding way to give back. Contact communitydevelopment@shn.ca to get involved in exciting and engaging ways.
To learn more or donate, visit
JUDITH ELSON RN – Unit Coordinator General Internal Medicine
COMMUNITY SUPPORTERS
Scarborough Health Network is extremely grateful to all advertisers for helping to make this guide possible. Please note, an advertisement in this guide does not imply an endorsement by Scarborough Health Network.
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Recovering from a hospital visit can be overwhelming. Our team of compassionate and experienced caregivers are here to help patients feel safe and supported on their journey from hospital to home.
We can assist you with any of the following:
• Companion support during appointments
• Bedside company during your hospital stay
• Respite support for your family/friends
• Drivers to take you home, to appointments, and run errands
• Visiting nurse
• Personal and home support
• Live-in or overnight companionship
• Home cleaning
• Free senior living counselling and placement suppor t
