Patient and Family Information

A member of St. Joseph’s Health System Affiliated with the Father O’Sullivan Research Centre, Hamilton

911 Queen’s Boulevard, Kitchener, ON N2M 1B2

519-744-3311 FAX: 519-749-6426 Visit us at: www.smgh.ca TEL:

A Message from our President Welcome to St. Mary’s General Hospital. It is our privilege to care for you.

Don Shilton President

Our Vision is to be the safest and most effective hospital in Canada, characterized by innovation, compassion and respect. As President, I am proud to say that St. Mary’s consistently performs better than provincial and national averages for many health indicators and that our patient satisfaction scores are amongst the best in Ontario. This means that you can be confident in the care that you and your loved ones will receive here. In order to achieve this, we are guided by four Operational Goals that identify our areas of focus. These targets challenge us to constantly improve in four main areas: quality and safety; patient and family-centred care; our people; and financial stewardship. To complement our Vision, St. Mary’s has implemented a three-year Strategic Plan for 2014-17 which will move us closer to achieving our Vision. The plan’s three Strategic Priorities are to: • Deliver clinical excellence in cardiac and respiratory care and develop a common health record system with our local healthcare partners. • Transform the way we work by developing a culture of problem solvers across the organization. • Reach beyond our walls to facilitate integration so that patients receive more seamless care across the Waterloo Wellington Region.

Our patients and their families are at the centre of everything we do, every encounter, every day. We strive to not only meet your expectations but to exceed them during your stay at St. Mary’s. I welcome your feedback and comments about your experience. If you have any questions or concerns about your care, I encourage you to speak to any member of your healthcare team. In addition, you can reach our patient relations department by calling ext. 6867 from any hospital phone. Sincerely, Don Shilton President

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R A N D S TA N D A R D S M A N U A L

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Table of Contents Our Mission............................... 4 Foundation................................ 5 Our Commitment to Patient Safety at St. Mary’s.......... 6 Patient Relations......................... 9 Patient Declaration of Values........ 9 What to Bring to the Hospital....... 9

Hospital Services

Accessibility..............................10 Admitting.................................10 Advanced Directives...................10 Appliances and Electronics..........10 Balloons...................................11 Bank Machines..........................11 Bicycle Racks............................11 Cafeteria - Subway....................11 Cashier’s Office.........................11 Cell Phones...............................11 Chaplain/Chapel........................11 Clinical Ethics Consultation..........12 Coffee Shop..............................12 Complaints/Concerns/ Compliments ............................12 Consent to Treatment.................12 Diaper Changers........................12 Directions to the Hospital............12 Discharge.................................13 Donations.................................13 Elevators..................................13 Fire Exits..................................13 Flowers ...................................14 Food Services...........................14 Gift Shop - Madeleine’s...............14 Hand Hygiene...........................14 Hotel Accommodations...............14 Identification.............................15 Isolation Protocols and Expectations.............................15

Information Desk.......................15 Information Telephone...............16 Internet/Wireless Access............16 Interpretation Services...............16 Library Services........................16 Lifeline.....................................16 Living Will ................................16 Lost and Found.........................16 Mail.........................................17 Mixed Gender Rooms.................17 Newspapers..............................17 Parking....................................17 Patient Accounts/ Cashier’s Office.........................18 Patient Education.......................18 Patient Food Services.................18 Pet Visiting...............................18 Preferred Accommodations.........18 Scent Free Environment.............18 Security...................................19 Service Animals.........................19 Smoking...................................19 Spiritual Care............................19 Taxi.........................................20 Telephone Rentals.....................20 Televisions................................20 Tim Hortons..............................21 Transportation..........................21 Valuables..................................21 Vending Machines......................21 Violence Prevention Program.......21 Visiting Hours...........................22 Volunteer Association.................22 Your Healthcare Team................22

St. Mary’s Privacy Program........................23 Community Supporters..25

**We are continuously changing to meet your needs. The information presented here may be subject to change. REVISED FEBRUARY, 2017

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Our Mission Our Vision St. Mary’s General Hospital will be the safest and most effective hospital in Canada, characterized by innovation, compassion and respect.

Our Mission To continue the healing Ministry of Christ, consistent with our Catholic traditions and values.

Our Strategic Directions Quality and Safety: We will provide safe, kind, effective and timely care in an environment of inquiry and learning. Patient and Family-Centred Care: We will ensure that the patient and their family are at the centre of everything we do, every encounter, every day. Our People: We will foster a positive and productive culture that engages our greatest resource – our staff, physicians and volunteers. Financial Stewardship: We will invest our resources to achieve this vision.

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The St. Mary’s General Hospital Foundation plays an important role in the ongoing growth and enhancement of our hospital. Working closely with hospital staff, administration, volunteers and physicians, the Foundation finds needs and develops a strong case for financial support within the community. It is our job to tell your stories; the stories of compassion, innovation and promise to the care of the whole person. It is these stories that stay in the hearts and minds of the community we serve. It is also these stories that inspire people and organizations to support our mission financially. Each year, we raise about 5 million in support of clinical programs here at St. Mary’s. We ask our donors to invest in our hospital and the health of this community. In return, we promise to do everything we can to make sure our patients have the chance to enjoy life’s special moments. It is that promise that makes us unique and it is that promise that every member of the St. Mary’s family helps to keep.

Phone 519-749-6797 Fax 519-749-6945 www.supportstmarys.ca

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Our Commitment to Patient Safety at St. Mary’s Patient safety is a high priority for St. Mary’s General Hospital. Our goal is to be the safest and most effective hospital in Canada, characterized by innovation, compassion and respect. You can view our performance in achieving that goal by visiting our website at www.smgh.ca We want to make sure that every patient has a safe hospital stay and positive outcome. In any hospital visit, there are potential risks that could affect your care. For example, falls, medication errors, allergic reactions and infections can occur despite our best efforts.

Take an Active Role in Your Health Research tells us that patients who take an active role in their care tend to get better results. Here are some ways to get involved in your care.

Ask Questions The best and easiest way for you to be involved in your care is to make sure that you ask questions when you have them. Your healthcare team, such as doctors and nurses, can give you the information you need, so you can make good decisions and learn what you need to know about your health and care.

Here are some things you can try: • Before you see your healthcare team, write down any questions you want to ask. • If you don’t understand an answer it is okay to ask to have it explained again. • You can also ask where to get more information.

Here are some good ways to ask questions: Deciding about having a test or treatment: • Can you tell me more about my medical problem or my symptoms? • Can you explain it in a different way? (such as drawing a picture) • What is this test or treatment for and what does it involve? • Are there any other options? • What should I do to get ready? When taking a new medicine: • What is this medicine and what will it do? • What are the side effects? When will they appear? • How many pills do I take and how often?

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Planning for going home: • What should I do when I get home? • What should I tell my family about my care? • Can I eat the same foods that I used to? • When can I go back to work?

What You Should Know Make sure you understand as much as you can about: • Any medical problem or symptoms you have (your diagnosis). • The treatment or procedure you will have. • Any medicine you should take and how to take it.

Some Medication Tips • Make sure your healthcare team knows about your medical history and any allergies you may have to food or drugs. • Know your medications and why you are taking each one. Please ask questions if you’re not sure. • Keep your medication list up to date. Your healthcare team can help you with this. • Do not take any herbal products, vitamins, over the counter or other medications without your doctor or nurse practitioner’s approval.

Before you leave the Hospital Ensure you can “Connect the DOTS” 1. Do you know what to Do if your symptoms return? 2.  Are there Other things you can do to stay healthy? 3.  What medications are you Taking now? 4.  Is there Someone you can call if you need help?

Get Support from Family, Friends and Others It is often helpful to bring a friend or family member with you when talking to your healthcare team. They may have different questions to ask, and they will also need to know about your health and care if they will be helping you when you go home. If you or your family member does not speak or understand English well, and will need an interpreter, please ask as soon as possible so one can be arranged, or bring someone who can interpret for you.

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Preventing Falls • Ask a member of your care team for our Falls Prevention brochure. • Ask for help getting in and out of bed, especially at night. • Wear rubber soled slippers when you are out of bed. • Walk as often as you can! It keeps you strong. • Keep your call bell in reach.

Reducing Your Risk of Infection • Wash your hands with soap and water after using the bathroom. Other times, make frequent use of the antibacterial gel from the dispensers in the rooms and hallways. • Ask your visitors to use the antibacterial gel when they arrive and when they leave your room. • Don’t hesitate to ask healthcare providers if they washed their hands before they examine you. • Family or friends who are ill with fever, colds, flu, diarrhea or any infectious illness should not visit. • Due to infection risk, family pets are not allowed in the hospital. • Please let your healthcare team know if you are worried that your room is not clean.

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Patient Relations Patient relations team members work with your healthcare team to help make your hospital stay the best it can be and to address any issues or concerns that may arise while you are here. We try to meet your needs in the best way possible. To help you during your stay, we ask you to share your feelings and any questions and/or concerns with your healthcare team. We recommend you first speak to the department supervisor or manager about your concerns. We welcome your feedback. To contact patient relations, dial ext. 6867 from a hospital telephone, or 519-749-6578 ext. 6867 from your home or cell phone.

Patient Declaration of Values As a patient of the hospital or client of the Community Care Access Centres (CCAC), I believe I have a right to the best care the organization can deliver.

As a patient or client, I value: • That I am provided with high-quality care and services that focus on my whole being – mind, body and spirit. • That my family and I are treated with respect, compassion and understanding of our unique needs. • That I am an active partner in my healthcare and as such, am given reliable and current information so I can make informed decisions. • That I can express my appreciation or concerns about my healthcare experience knowing that my healthcare providers are actively listening.

What to Bring to the Hospital St. Mary’s has a Scent Free Policy to protect patients and staff with allergies and sensitivities to certain smells. Please bring only scent free personal care products to the hospital for the safety of all. Bring your own personal care products, such as toothbrush, toothpaste, hand soap, shampoo, tissues, deodorant, razor, shaving cream, hand cream, hair comb and brush. You may wish to bring your own comfort items, such as pajamas, a robe and slippers with rubber soles. It is also important that you bring any aids you use such as canes, walkers, wheelchairs, hearing aids, dentures and eyeglasses. Please also bring medical equipment such as bi-pap machines and diabetic glucometers. Be sure to have your name labeled clearly on all of these items. If possible, bring a large container with your name on it in which to store smaller items. These items are your responsibility, and the hospital cannot be responsible for replacing these if lost or misplaced. Please bring any current medications you are taking in their original containers. Money and valuables should be left at home. If you have arrived in the Emergency Department, please give them to a trusted friend or family member on arrival. www.smgh.ca

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Hospital Services Accessibility St. Mary’s General Hospital aims to provide accessibility to hospital property and services for patients and their family members. You can find our current Accessibility Plan on our website at www.smgh.ca Wheelchairs are located in the hospital’s main lobby. Please do not remove wheelchairs from hospital property. Wheelchair accessible washrooms are located throughout the hospital and are identifiable by the universal wheelchair symbol. Tim Hortons is available on the main floor and the hospital cafeteria, Subway, can be reached by elevator from the main floor. There are 18 accessible parking spots located in the southwest corner of the visitor’s parking lot closest to the hospital’s main entrance and cross walk.

Admitting If you are receiving care from surgical programs, clinics, diagnostics and nuclear medicine, you will register in those departments. Please remember to bring your provincial health card with you.

Advanced Directives If you have any of the following, tell a member of your healthcare team when you are admitted: • A document naming someone to speak on your behalf should you be unable to do so. • A living will. • An advanced directive. To obtain a copy of the Waterloo Region-Wide Advance Directive, please ask a member of your healthcare team.

Appliances and Electronics For safety reasons, electrical appliances such as hair dryers and personal electronic devices must be checked by St. Mary’s Engineering team prior to use. Personal medical equipment such as bi-pap machines and glucometers are welcome. Please ensure all appliances, electronics and personal equipment are labelled. Free Wi-Fi (wireless internet) is available throughout the hospital. Cell phones and other wireless devices may be used in the hospital. Please respect patient privacy at all times and remember that patient information is confidential. Photographing and/or recording (video or sound) of patients or staff is not permitted without permission from the person(s) involved and/or hospital.

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Balloons Latex (rubber) balloons can cause severe allergies in some people. For the safety of our patients and staff, only Mylar balloons are allowed at St. Mary’s.

Bank Machines Bank machines are located in the hospital’s main lobby, in the Emergency Department and in the basement at the rear of the cafeteria.

Bicycle Racks Bicycle racks are located in the visitor’s parking lot near the cross walk.

Cafeteria - Subway The cafeteria is located on the lower level and is accessible from the main lobby via a stairwell or elevators. The seating is open 24 hours a day. Subway is located in the cafeteria, offering made-to-order sandwiches, flatbreads, soups and salads. Breakfast is served daily.

Subway hours are: • Monday to Friday – 9:00 a.m. to 8:00 p.m. • Saturday and Sunday – 9:00 a.m. to 5:00 p.m. • Statutory holidays – Closed *Hours of operation are subject to change.

Cashier’s Office The cashier’s office is located in the main lobby and is open Monday to Friday from 8:00 a.m. to 4:00 p.m. You can also pay your bill online at www.smgh.ca

Cell Phones Cell phones and other wireless devices may be used in the hospital. Please respect patient privacy at all times and remember that patient information is confidential. Photographing and/or recording (video or sound) of patients or staff is not permitted without permission from the person(s) involved and/or hospital administration.

Chaplain/Chapel See Spiritual Care

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Clinical Ethics Consultation It is often difficult to make healthcare decisions for yourself or for a loved one. It can be especially hard for families entrusted with making decisions for another person who is unable to decide for himself or herself. When conflict or difficult decisions arise, ethics consultation may help with a process to work through a difficult ethical decision, provide support or assistance.

To schedule an ethics consultation, contact: Steve Abdool, Staff Bioethicist St. Joseph’s Healthcare Hamilton Pager: 416-334-6132 On call after hours ethicist 416-664-1153

Coffee Shop See Tim Hortons.

Complaints/Concerns/Compliments See Patient Relations.

Consent to Treatment You may be asked to sign a consent form for certain tests, procedures and treatments. Before you sign, make sure you know the benefits and risks. If you have any questions, make sure your doctor answers them. If you want more information or have more questions, please talk to your doctor.

Diaper Changers There are diaper changing tables inside the washrooms on the first floor, as well as in the washrooms in the cafeteria.

Directions to the Hospital St. Mary’s General Hospital is located at 911 Queen’s Blvd., Kitchener, Ontario. By Bus: Route 25 Queen South on Grand River Transit will stop in front of the hospital. By Car: • From Highway 401, take Exit 278, Highway 8 West, and keep right to Kitchener. • Remain on Highway 8, as it becomes King Street. • Follow King Street for approximately 2 kilometres. • Turn left onto Queen Street and continue for approximately 1 kilometre. • St. Mary’s is at the end of Queen Street, which becomes Queen’s Boulevard. The visitor’s parking lot is across the street from the main entrance. Vehicles enter and exit from Spadina Road.

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Discharge You will see a whiteboard on the wall in your room with coloured symbols to estimate the date you will be discharged and leave the hospital. This is used to help you and your family plan and be prepared. Discharge time is typically at 10:00 a.m. unless other plans have been made. Emergency Department discharge may occur anytime of the day or evening. A family member or friend should take you home after a hospital stay. Please make plans to leave the hospital no later than the specified discharge time. This is very important because your bed must be prepared for another waiting patient. Make sure that you have all of your belongings and hospital cards, as well as aftercare instructions and prescriptions. It is important that you understand all the instructions about your medicines, diet, activity and return appointments. If you have any questions, please speak to a member of your healthcare team.

Ensure you can “Connect the DOTS” 1. Do you know what to Do if your symptoms return? 2.  Are there Other things you can do to stay healthy? 3.  What medications are you Taking now? 4.  Is there Someone you can call if you need help?

Donations The care you received during your hospital stay is enhanced through contributions made to St. Mary’s General Hospital Foundation. To support the Foundation and invest in ongoing care at St. Mary’s, please contact the Foundation by calling ext. 6797 from any telephone within the hospital or 519-749-6797 from outside the hospital. Donations can also be made online.

Elevators Ask at the Information Desk in the main lobby for direction to the elevators.

Fire Exits Fire exits are clearly marked throughout the building. During a fire alarm, an automated announcement will page a ‘CODE RED’ and provide location of the alarm. All elevators return to the first floor, open their doors and remain out of service until the ‘CODE RED’ has been cleared.

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Flowers If you are sending flowers to a patient at St. Mary’s, please note that some types are not allowed under the hospital’s Scent Free Policy. This is because they can cause serious problems in some people with allergies, scent sensitivities and breathing issues.

Flowers not permitted at the hospital: • Eucalyptus • Lilies • Freesias • Peonies • Hyacinths • Poinsettias • Lavenders • Roses • Lilacs

Food Services If you have special dietary needs, please let us know when you arrive. A Registered Dietician or dietary technician will meet with you to learn more and help meet your needs.

Gift Shop - Madeleine’s The Gift Shop is located on the first floor in the main lobby. It is open Monday to Friday 10:00 a.m. to 8:00 p.m., Saturday and Sunday from 1:00 p.m. to 4:00 p.m. and from 6:00 p.m. to 8:00 p.m.

Hand Hygiene Germs are often spread by hand. Good hand hygiene is one of the best ways to prevent the spread of infection. Our staff follows strict hand hygiene practices and we need your help to prevent the spread of germs in the hospital. The best way to stop the spread of germs is by always washing your hands and using the hand sanitizer gel provided throughout the hospital. Put one or two squirts in the palm of your hand and then rub the gel over all surfaces of both your hands for 15 to 30 seconds. Extra washing and sanitizing is needed after you cough, blow your nose, sneeze, use the washroom, and before you eat. You should also use the hand sanitizer before you leave or re-enter a room. Do not rub your eyes or touch your nose or mouth, since germs can more easily enter your body through these areas. When visitors enter or leave your room, remind them to use the hand sanitizer. Feel free to remind hospital personnel to use the hand sanitizer before they touch you.

Hotel Accommodations Compassionate rates for lodging are offered to St. Mary’s patients and their family members by local businesses. For the most up to date list of partner hotels, visit www.smgh.ca or ask a member of your healthcare team. Patients and families book and pay for their own accommodation.

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Identification It is important that staff be able to identify patients at all times. During your admission, you will receive an identification bracelet to be worn at all times. Hospital personnel wear name badges that identify them as staff, physicians, students or volunteers.

Isolation Protocols and Expectations St. Mary’s General Hospital is committed to providing an environment that is safe, clean and comfortable for our patients, staff and visitors. The Infection Prevention and Control Department works to minimize hospital-acquired infections. This is achieved through surveillance, screening of high-risk patients, isolation precautions, outbreak investigation, new product evaluation and total quality management. Sometimes, extra measures will be in place if there is an increased risk of infection transmission. During this time, you will be asked to strictly adhere to visiting guidelines and isolation protocols.

Pre-emptive Isolation Certain risk factors can increase chance that a person is a carrier of certain germs that can be spread to others. Often patients don’t know they are a carrier. Patients admitted to hospital are always unwell and more likely to pick up an infection from another patient. We want to keep our patients safe from infection. Any patient admitted into the hospital is checked through a lab test to make sure that they are not a carrier. While we wait for the result, you may be isolated from others in your room by having the privacy curtain drawn around your bed area at all times. A sign will be placed on your curtain and staff and visitors will need to wear gloves and a yellow gown when they come to see you. Once we have the result, we are able to follow most appropriate steps for your care. Your nurse will explain the test result and whether you and your visitors must continue using gowns and gloves. A person’s risk factors can change over time so you may not always be treated the same way. It is very important that you and your visitors use the alcohol hand gel on your bedside table or beside your door whenever you enter and exit your bed area and before you eat. This will help protect you from picking up germs.

Information Desk The information desk is located in the main lobby and is staffed by volunteers who will be happy to assist you.

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Information Telephone For information dial ‘0’ from any phone within the hospital. To access an outside line for local calls, dial 9. To place a collect call or use a calling card, please dial ‘0’, and you will be connected to a long-distance operator.

Internet/Wireless Access St. Mary’s provides free Wi-Fi to our patients, families and visitors. We know staying connected with family and friends is an important part of the patient and family experience.

Interpretation Services If you or your loved one is more comfortable speaking a language other than English, St. Mary’s has access to interpretation services. This service is free and available 24 hours a day, seven days a week. Please ask a member of your healthcare team if you wish to use this service. If you would like a sign language interpreter, you should call the department where your appointment or procedure is booked as soon as possible. The Canadian Hearing Society will be contacted and will arrange for a qualified interpreter through its Ontario Interpreter Services program to join you during your visit.

Library Services St. Mary’s offers access to an online Health Library, through its website, www.smgh.ca This free service provides fact-based health information on diseases, procedures and treatments, as well as access to online journals and publications.

Lifeline Lifeline Personal Response and Support Services help clients to be independent where they live. Clients wear a button that they push when they need help. The signal reaches the Response Centre that sends the appropriate help needed. This offers peace of mind to the clients, caregivers, friends and family members. To find out more, phone 519-749-8008. Lifeline is a program affiliated with St. Mary’s General Hospital.

Living Will See Advanced Directives.

Lost and Found A central lost and found is located at Switchboard in the main lobby. If you have lost an item, please also check with the nursing station of the floor you are/were on. To protect yourself and your belongings, please leave valuables at home.

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Mail Your incoming mail is delivered daily. A Canada Post mailbox is located across the street from the main entrance next to the bus shelter and stamps are sold in the Gift Shop. Incoming mail should be addressed as follows: Name and Room Number St. Mary’s General Hospital 911 Queen’s Blvd. Kitchener, Ontario N2M 1B2

Mixed Gender Rooms If you are admitted to the hospital, our job is to ensure you are in a bed as soon as possible and in an area of the hospital that best meets your care needs. We may ask if you consent in sharing a room with both men and women. We call this a “mixed gender room”. Mixed gender rooms can help lower the wait time you have to wait for a room and the number of times we may need to move you from one area to another. Please let one of your healthcare team members know if you do not consent to a mixed gender room.

Newspapers Free copies of the Waterloo Region Record are available in the main lobby and Emergency Department. Other newspapers are also available for purchase near the hospital (beside the bus stop opposite the Emergency Department).

Parking St. Mary’s Main Site (911 Queen’s Blvd.) has a variety of parking options and rates for the convenience of our patients and visitors. For regular rates, take a ticket as you enter the visitors’ lot and carry it with you. Before leaving the hospital, insert your ticket and pay by cash or credit card at the payment kiosks in the main lobby or Emergency Department. You can also pay at the exit gate with a credit card. NEW- discounted, multi-day passes can be purchased at the window marked Information and Bill Payment in the main lobby. The discounted passes are 50 per cent off our highest daily rate of $14. Passes are inserted at the gate when entering and exiting the visitors’ lot. Each pass gives you unlimited entry/exit over a 24-hour period and can be used any time within one year of purchase, on consecutive or non-consecutive days. Passes can also be shared between patients, their visitors and caregivers.

St. Mary’s parking rates are as follows: Multi-day passes: • 5 day pass: $35.00 • 10 day pass: $70.00 • 30 day pass: $210.00 *Do not take a ticket at the entry gate if you wish to use your pass www.smgh.ca

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Regular parking rates: • Up to 20 minutes: no charge (insert ticket at the exit gate, not at the payment kiosk). • Each half hour: $3.00 • Daily maximum: $12 • 24-hour in/out privileges: $14 (purchase at payment kiosk in the hospital). Rates are similar to those charged by other regional hospitals and are subject to change. Revenue from parking fees is used to maintain parking lots and for patient care services.. No parking is permitted in the driveway of the hospital. Vehicles parked in this area may be ticketed/towed.

Patient Accounts/Cashier’s Office You may receive a bill after you go home. It may be for an ambulance trip, patient transfer or a room upgrade. As well, you will be billed if you do not have OHIP coverage. You can pay online at www.smgh.ca For more information, check at the cashier’s office in the main lobby, or call 519-749-6660.

Patient Education Patient education is a key part of our care. We encourage you to be involved in managing your own healthcare. Ask questions of your healthcare team. Carefully read all materials provided to you by the hospital. Make sure you understand all instructions before you go home. To learn more, see Our Commitment to Patient Safety in this booklet and on our website at www.smgh.ca

Patient Food Services Let us know when you arrive if you follow a special diet. A Registered Dietitian or dietary technician will visit you to find out more, so we can do our best to meet your needs.

Pet Visiting Pets are not allowed at St. Mary’s General Hospital. The only animals allowed are authorized service animals.

Preferred Accommodations Every effort will be made to meet your room needs. However, we do not know until the day you are admitted what type of rooms are available. Occasionally we will not be able to give your requested room preference because of medical requirements of other patients.

Scent Free Environment

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St. Mary’s has a Scent Free Policy that applies to all patients, visitors, staff, physicians, volunteers, students and contractors. For the safety and comfort of those with allergies, scent sensitivities and respiratory issues, please do not use scented products, such as colognes, aftershaves, lotions, perfumes and scented personal care products. www.smgh.ca

Security At St. Mary’s, the safety and security of patients and visitors is a top priority. Our Security program includes video surveillance and well-trained professional security staff on duty 24/7. The Security office is located on the main floor beside the Emergency Department entrance. Security guards respond to alarms and codes, such as those involving violent patients and/or visitors. Security guards also regularly patrol the interior and exterior of the building and surrounding property, including parking lots. In addition, they can issue parking fines, and enforce municipal bylaws and all provincial and federal statutes through verbal warnings, leading to apprehension and arrest. If you have a security related inquiry, please contact ext. 5555.

Service Animals Registered service animals are allowed in St. Mary’s General Hospital. Service animals are required to have identification upon entering the hospital, be at least one year old and must have an annual certificate (not required to be carried).

Smoking St. Mary’s is smoke free and supports provincial laws which ban smoking and the use of e-cigarettes on hospital property, including parking lots and within vehicles in those lots. Individuals who do not comply face fines of up to $1,000. As a centre for cardiac and respiratory health, we are committed to providing a smoke free environment for the health and safety of our patients, visitors, staff, physicians, volunteers and all others on hospital property. If you want to smoke, please do so off hospital property.

If you are interested in quitting smoking, here are two resources: 1. St. Mary’s Counselling Service provides free, confidential individual and group support, and up to 10 weeks of free nicotine replacement therapy for those who qualify. Call 519-745-2585, ext. 232. 2. Smokers’ Helpline offers help by phone 1-877-513-5333 or online at www.smokershelpline.ca

Spiritual Care Spiritual Care provides multi-faith support to patients and their families, and hospital staff. This team of professionals works with other members of the healthcare team and can help you: explore the meaning of illness and change; understand and make choices about healthcare; cope with grief and loss; and connect with your faith or spiritual community. Please ask your healthcare provider if you wish to speak to a member of the Spiritual Care team. www.smgh.ca

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Resurrection Chapel, the Multi-Faith Prayer Room and Spiritual Care Services offices are located on the third floor. The chapel and multi-faith room are open 24 hours a day, seven days a week. Spiritual Care offices are open from 8:30 a.m. to 4:30 p.m. Monday to Friday. A chaplain may be reached on-call 24 hours a day. You, your friends and family members may visit the chapel or multi-faith prayer room at any time for prayer or quiet personal reflection.

Taxi There are free taxi telephones in the main lobby and Emergency Department that connect directly to taxi companies.

Telephone Rentals Hospitality Network provides bedside telephone rentals in inpatient rooms. This service is provided by Hospitality Network which donates a portion of revenues to St. Mary’s for patient care programs. To order service dial 3009 from your bedside phone. For more information, turn on your bedside television to Channel 60. Rental payments can be made by Visa or MasterCard only. To learn more, visit http://hospitalitynetwork.ca/hn-hospitals/st-marys-general-hospital/. TTY telephones are located at switchboard. Talk to your healthcare provider who will arrange to have a TTY telephone brought to your room at your request.

Televisions Hospitality Network provides patients with personal bedside television (TV) rental service. There are three ways to order TV service: • Dial 3009 from your bedside phone and a Call Centre Agent will activate the service. • Dial 1-866-223-3686 from any other phone and ask to speak to a Call Centre Agent who will activate the service. Customer Service Representative hours are: Monday – Friday 8:30 a.m. – 10:00 p.m. and Saturday - Sunday 10:30 a.m. – 8:00 p.m. • Service can be ordered online by visiting: www.hospitalitynetwork.ca Rental payments can be made by Visa or MasterCard only – please have the card number and expiry date ready. If you experience service issues with your rented TV, please call 1-866-223-3686. To learn more, visit http://hospitalitynetwork.ca/hn-hospitals/st-marys-general-hospital/. Free head phones are available at nursing stations for all patients renting TVs.

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Tim Hortons Our Tim Hortons franchise is owned and operated by the St. Mary’s General Hospital Volunteer Association. The Association kindly reinvests proceeds from Tim Hortons into hospital programs and services. This location provides both hot and cold menu options. Hours: Monday to Friday - 6:00 a.m. to 9:00 p.m. Weekends and holidays - 6:00 a.m. to 7:00 p.m. Closed Christmas Day *Hours of operation are subject to change.

Transportation A Grand River Transit Route 25 Queen South bus stops directly in front of the hospital near the Emergency Department. GRT Mobility Plus provides specialized transportation for people with mobility difficulties by calling 519-744-2241. United Taxi also has wheelchair accessible taxi service.

Valuables If you are coming for a planned procedure or appointment, please leave all valuable items at home or give them to a trusted friend or family member upon your arrival. This includes cash, credit cards, jewelry, important papers and any special items (such as orthotics). If you arrive in our Emergency Department, and are unable to plan ahead to leave these items at home, please give them to a trusted friend or family member upon your arrival. St. Mary’s is not able to guarantee safe-keeping of your personal items. We cannot be held responsible for items that are lost, stolen or damaged while you are a patient at the hospital.

Vending Machines Vending machines are located in the cafeteria and in the Emergency Department.

Violence Prevention Program St. Mary’s is proactively working to increase workplace safety and ensure a safe environment for patients and staff. We have developed a comprehensive zero tolerance approach that includes prevention, communication, rapid response and education. On your visit to St. Mary’s, you will see signs alerting patients and visitors that verbal or physical abuse of our staff, doctors, volunteers or patients will not be tolerated. Thank you for your cooperation.

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Visiting Hours Regular visiting hours are from 7:30 a.m. to 8:30 p.m. however, admitted patients are now able to have visits from designated family and other partners in care up to 24 hours a day. While the hospital is accessible 24 hours a day, the optimal visiting times for patients are a collaboration between a patient’s preference, condition and care needs. To ensure safe and coordinated visiting, the process for visiting St. Mary’s from 8:30 p.m. to 5:30 a.m. is as follows: • Visitors must have patient consent and be respectful of roommates. • Visitors enter through the Emergency Department and check in with the Security Office. • Once checked in, Security will escort the visitor(s) to the elevators. • Security can be requested to escort the visitor(s) from clinical areas to the exit after hours.

Visitors are also asked to: • Comply with the two-visitor-per patient policy. • Check in with the nursing station the first time they visit the patient to learn about any specific restrictions. • Be aware that additional visitor restrictions are put in place during outbreaks to prevent illness from spreading. • Refrain from visiting when they are sick. • Clean their hands on entering and exiting the unit. • Note that for security reasons, the main entrance door is locked from 9:00 p.m. until 5:30 a.m. daily. During this period, visitors will need to follow special instructions to access patient areas other than the Emergency Department.

Volunteer Association St. Mary’s General Hospital is fortunate to have a large dedicated group of volunteers to assist you with many activities. The Volunteer Association also raises money for St. Mary’s to support their services and ongoing patient needs. Our volunteers can be easily identified by their blue smocks or t-shirts. For more information on volunteer resources, please call 519-749-6551.

Your Healthcare Team During your stay at St. Mary’s, you will be cared for by a team of dedicated professionals. You are a very important part of your team. If you have any questions or feedback about your care, please speak to any member of your healthcare team first. After that, if you have concerns that you feel are not being addressed, call Patient Relations at ext. 6867.

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St. Mary’s Privacy Program How we protect your Personal Health Information (PHI) 1. Your PHI is used to give patient care, guide the delivery of services, for research, teaching and to comply with legal requirements. Your consent is needed for information to be given out for any other reason. 2. Your PHI is kept safe. For example, we regularly check to make sure only your caregivers have accessed your personal information. 3. We strive to keep your PHI up-to-date and correct. At your request, your information can be revised as appropriate. 4. You may want to look at your own health information. At St. Mary’s General Hospital contact 519-749-6436. 5. We will look into any complaints about our privacy practices and take appropriate measures to resolve such complaints. 6. We have a Privacy Officer who can help you be aware of how we protect your privacy. We are committed to protecting your personal privacy We will treat your information with respect. Your privacy will be protected. We want you to know how your personal information is used, how it is protected and how you can access it. Why we collect your Personal Health Information We collect data about you so that you can be easily identified each time you visit. Also, information about the tests and procedures you have during your visit will be put in your chart. Your information will only be available to the staff that is caring for you, including: doctors, nurses, and other health professionals.

How we use your Personal Health Information 1. To find your record in an accurate and timely manner. 2. To provide treatment. Your visit to the hospital may include assessments, procedures and treatments. This information is put in your chart and made available to staff taking care of you at any of the region’s hospitals. Your health information is kept so that all of your caregivers will have your total health history. 3. To comply with legal requirements. For example, we collect your health insurance number to process and fund healthcare services. 4. To improve our services. 5. To support research. Researchers working on approved studies can have access to information. Measures will be taken to protect your privacy. 6. To support education. Health data is used for teaching purposes. Measures will be taken to protect your privacy.

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How you can access your own Personal Health Information If you would like to access your health information, contact your family doctor or our Patient Records (Release of Information) office. The office is open Monday to Friday from 8:30 a.m. to 4:30 p.m. The office is located in the basement of the Gordon A. Mackay building, adjacent to the main hospital on Queen’s Boulevard. The building has an entrance off Queen’s Boulevard or you can access it through the main lobby of the hospital. A volunteer will be pleased to assist you. How to contact the Patient Records Department Main Office: 519-749-6680 Release Office: 519-749-6436 Fax No: 519-749-6568 Email: releaseofinfo@smgh.ca Your Personal Health Information may be disclosed to the following persons or agencies: 1. You or your substitute decision maker (someone you have chosen to act on your behalf). 2. A public authority, where required by law such as the Medical Officer of Health, or Child and Family Services. 3. A health regulatory agency, if regulations or laws require. For example, hospitals are required to provide health data for billing. 4. Any third party, provided you have consented to the disclosure. If you have any questions, please contact our Privacy Office: 911 Queen’s Blvd. Kitchener, ON N2M 1B2 519-744-3311 privacyoffice@smgh.ca www.smgh.ca

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Community Supporters St. Mary’s General Hospital is extremely grateful to all the following advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by St. Mary’s General Hospital.

Accommodations Boardwalk Homes.................... 30 Courtyard Waterloo St. Jacobs...32 Delta Waterloo.........................31 Residence & Conference Centre..31 The Waterloo Hotel...................33 Companionship Home Instead Senior Care.........31 Compression Garments Nu Me Mastectomy Boutique......27 Conference Centre Residence & Conference Centre..31 Errands Home Instead Senior Care.........31 Foot Care Podiatric Consultants.................31 Funeral Homes Erb & Good Family Funeral Home.................................... 28 Mark Jutzi Funeral Home Ltd..... 30 Funeral & Cremation Services Wareing Cremation Services Inc.............................32 Home Care Home Instead Senior Care.........31 Home Health Care Ontario Home Health............... 30 Home Health Care Services Bayshore Home Health..............32 ParaMed................................. 30

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Legal Services Dietrich Law Office.................. 29 Legate & Associates LLP............33 LymphaPress Pumps Nu Me Mastectomy Boutique......27 Mastectomy Products Nu Me Mastectomy Boutique......27 Mobility Devices Silver Cross.............................31 Mobility Products Ontario Home Health............... 30 Nursing Services Bayshore Home Health..............32 Oxygen Ontario Home Health............... 30 Personal Care Bayshore Home Health..............32 Pharmacy Shoppers Drug Mart................. 28 Physiotheray SOS Physiotherapy.................. 28 Rest Homes S&R Seniors Living...................26 Retirement Residences Clair Hills Retirement Community..............................32 Hillside Residence.....................33 Luther Village On the Park........ 30 S&R Seniors Living...................26

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Area’s Leading Provider of All Your Mastectomy Needs Since 1997

Post Surgical Camisoles Breast Prosthesis Leisure Forms Mastectomy Bras and Swimwear Also available are Lymphedema and Vascular Compression Garments, both ready to wear and custom made. ADP Vendor for Lymphedema Pumps Achieve a greater sense of mental and physical well b eing! B u sine s s H o ur s : Tuesday – Friday 9am – 4pm and Saturday by appointment

815 Weber St. E. | Kitchener, ON

519.571.9820 | 1.800.513.9379 www.numeboutique.com

www.smgh.ca

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310 Fairway Rd. S. Kitchener 519-748-2776 8AM to 10PM

We ’ r e h ere t o o ff er s up p or t a nd help yo u live w ell. Find out more about our wide variety of health services. + + + + +

5 MINUTES FROM ST. MARY’S GENERAL HOSPITAL

Medication Reviews Organizing Your Medications Diabetes Education Respiratory Education Free Delivery

Over 25 Years of Helping You Achieve & Maintain Good Health

If an injury is keeping you from enjoying life, call SOS Physiotherapy today. • Physiotherapy • Post Surgery Rehabilitation • Post Hospital Stay Conditioning • Post Operative Knee and Hip Bracing • Acupuncture: Traditional & Dry Needling (IMS) • Pelvic Health Physiotherapy • Custom Foot Orthotics • Custom Upper Extremity Splinting • Registered Massage Therapy

KITCHENER Belmont Centre for Physical Medicine 564 Belmont Avenue W, Suite 301

(519) 743-4355

ELMIRA Wyatt St. East Suite #2

(519) 669-1212

w w w. s o s p h y s i o t h e r a p y. c a

WATERLOO Lower Level, Student Life Centre University of Waterloo

(519) 884-0767

171 King Street South, Waterloo, ON 519-745-8445 • erbgood.com

Providing affordable, basic cremation services without compromising the standard of care you expect and deserve.

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INJURED? DISABLED? We Will Be With You Every Step of the Way

FREE CONSULTATION You may have a claim – Injured or disabled persons must act quickly to protect their rights.

• Serious Motor Vehicle Accidents • Canada Pension Plan (CPP) Appeals • Slip/Trip & Fall • Disability Appeals • Brain Injury • Dog Bite • Disability Insurance Claims • Accident Benefits Claims

George Dietrich*, B.A., B.Sc., LL.B., LL.M. Catharine Simons*, B.A. LL.B. Alexandra Victoros, B.A., LL.B., LL.M. Bozena Kordasiewicz, MC.L., LL.B. *Professional Corporation

141 Duke St. E., Kitchener, Ontario N2H 1A6

519-749-0770

HOME/ HOSPITAL VISITS

or visit

IN MOST CASES, THERE IS NO FEE UNTIL YOU COLLECT

www.dietrichlaw.ca

Practice exclusively dedicated to achieving fair treatment under the law for injured and disabled persons.

www.smgh.ca

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• Home oxygen therapy, nasal CPAP and respiratory supplies • Wheelchairs, walkers, scooters and walking aids

Guelph

66 Delhi Street tel 1.519.821.9519

• Ceiling track lifts, patient lifts and ramp systems • Stair life, porch lifts, elevators

Cambridge

• Bathroom safety equipment

1515 King St. E., Unit #116 tel 1.519.624.7587

• Hospital beds and over-bed tables

Stratford

• Ostomy and incontinence control products

180 Ontario St. tel 1.519.273.5770

• Compression stockings and garments • Aids for activities of daily living

Orangeville

• Medical/surgical supplies

170 Lakeview Ct., Unit #4 tel 1.519.941.1127

• Sport and work bracing

Toll Free Fax 1.866.388.7681

• Therapy supplies

sales@ont-home-health.on.ca www.ont-home-health.on.ca

• Enteral feeding equipment and supplies

Convenient Uptown location A variety of service options Warm, friendly, professional staff Daily rate respite stays available

Convenient Uptown location A variety of service options 519-783-3710 Warm, friendly, www.luthervillage.org professional staff 141 Father Daily rate respite David Bauer Dr stays available Waterloo ON

Convenient Uptown locati A variety of service option 519-783-3710 Warm, friend www.luthervillage.org professional s 141 Father Daily rate res David Bauer Dr stays availabl Waterloo ON

Fully Equipped Kitchens – shared or private

The Sunshine Centre at

The info@boardwalkhomes.ca | www.boardwalkhomes.ca The 1 519 997 2722 Sunshine Centre at or 1 888 573 3310Sunshine Cen

Quality care is our top priority. Convenient Paramed offers a full range of Uptown location quality home care services,which A variety of includes in-home personal care, service options homemaking and nursing services. 519-783-3710 Warm, friendly, professional staff www.luthervillage.org 141 Father Daily rate respite David Bauer Dr stays available Waterloo ON

Mark Jutzi Funeral Home Ltd. Convenient Convenient Family Serving yOur Family Uptown locationOur Uptown locati Since 1977 A variety of A variety of service options service option 519-783-3710 Warm, friend Warm, friendly, professional staff www.luthervillage.org professional s 141 Father Daily rate respiteForDavid rate res more information to: Bauer Dr goDaily stays availablewww.markjutzifuneralhomes.ca stays availabl Waterloo ON

get better

family owned & operated funeral eStabliSHment providing Service in tHe communitieS of new Hamburg & milverton

The FOR YOUR FREE NO OBLIGATION CALL HOME HEALTHCARE Sunshine Centre at ASSESSMENT TODAY! 1-800-465-5054 www.paramed.com

The 519-662-1661 Sunshine Centre at

Convenient

Convenient Uptown location A variety of

30 Uptown location A variety of

The Sunshine Cen

291 Huron St. | new Hamburg, on newhamburgchapel@mjfh.ca

Convenient

www.smgh.ca Uptown locati

A variety of

You’re not alone We’re here to help you With Senior care

Silver Cross home healthcare equipment Silver Cross offers a wide range of home healthcare product solutions •Great selection of mobility lifts, hospital beds, scooters, wheelchairs, rollators, bath safety aids and ramps

Whether it is a few hours a week or 24 hours a day, home instead Senior care® provides assistance with everyday needs, such as: • Companionship & Home Support • Medication Reminders • Meal Planning & Preparation • Bathing & Personal Care • Light Housekeeping & Laundry • Errands & Incidental Transportation • Hospice, Alzheimer’s & Dementia Care

•Free in-home assessments •Installation and service •ADP authorized vendor Serving Kitchener, Waterloo, Guelph and area 519.513.2429 • 1.888.792.7761

silvercross.com

Serving Kitchener-Waterloo Since 2002

519.571.1665

www.homeinstead.ca/3007 Podiatric Consultants

DAVID W. ROTH, D.P.M. PETER STAVROPOULOS, D.P.M. DOCTORS OF PODIATRIC MEDICINE

www.smgh.ca

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Wareing Cremation Services InC.

519-409-5575

3 4 6 Si m c o e St r e e t t i l l S o n bu r g , o n

Serving SouthWeStern o n ta r i o

Wa r e in g Cr e m at i o n S e r vi C eS is a transfer Service licensed by the Bereavement authority of ontario. We are your alternative to a funeral home. As compassionate professionals our goal is to lift some of the burden by facilitating a respectful and easy to understand Arrangement. Beneficial to our Families is an educated approach to transportation, consultation, and documentation performed with the personal touch of a family owned and operated Establishment. By providing our services at a fair and sensible price, we can encourage Clients to pay tribute to a Life lived. We are strong advocates of Pre-planning and are pleased to offer this option. Each of us is unique, possessing very personal views on the many aspects of life and Pre-planning provides the opportunity for research, discussion, and informed decisions.

When you entrust your loved one to our care, be assured that we will provide an atmosphere of respect and continued dignity.

Paul and BarBara Wareing are both licensed and are available 24 hours of every day.

www.wareingcremation.ca

Better care for a better life

Home care designed especially for you • Nursing • Personal Care • Home Support • Companionship

Waterloo St. JacobS

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

In the Kitchener/Waterloo/Cambridge area, please call

after a long day let uS take care of you!

519-749-8716

In Guelph area please call

Ask for Hospital rates

519-763-0333

519.884.9295

www.bayshore.ca

www.courtyardwaterloo.com

Exceptional QUALITY AND CARE in your own neighbourhood Bring everyone closer to home at Clair Hills Retirement Community... Your loved-ones' well-being is important to us. Call us at 519-880-8444 to ask about our free Trial Stay and $1,500 Move-in Incentive.

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RESPITE STAYS

Available www.ClairHillsRetirement.com

www.smgh.ca

The

Waterloo Hotel A historic 1890s Boutique Inn Elegant Suites with Fireplaces & Fine Antiques

Hillside Residence Quality Assisted Living in a friendly family environment. Located in Maryhill close to Kitchener/Waterloo and Guelph.

For more inquiries:

Email: Info@thewaterloohotel.ca Tel: 1.877.885.1890

c a l l f O R M O R e i n f O R M at i O n

519.500.1655

2 KIng ST. norTh, WATErloo, on

www.thewaterloohotel.ca

44 st. cHaRles st. e | MaRyHill, On

www.hillsideresidence.ca

See this publication and more at:

patientdirectory.ca Quality Healthcare Publications www.smgh.ca

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Notes:

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Calendar for Year 2017 (Canada)

2017

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