Healthy Together - Patient Information for Thunder Bay Regional Health Sciences Centre

Page 1

Please feel free to take this directory home for future reference.

HEALTHY TOGETHER

2021

Patient Information for Thunder Bay Regional Health Sciences Centre

THANK YOU TO OUR COMMUNITY FOR YOUR SUPPORT

Disponible en français.

www.tbrhsc.net


Contents Frequently Called Numbers

1

Telephones

24

Welcome

2

Televisions

25

Hand Hygiene

3

Pets

25

Ask Me 3

4

Virtual Visitation

25

Message from Keith Taylor, Co-Chair, Patient and Family Advisory Council

Whiteboards

25

5

Ethics Support

26

Information for Indigenous Patients and Families

6

Diversity

26

Safety

8

Respect

26

Spiritual and Religious Care

9

What is Cardio-Pulmonary Resuscitation (CPR)?

27

Wanted: Patient Family Advisors to share expertise

10

Discharge Information

27

Preparing for Your Stay

11

For Your Visitors

28

Care Partner

11

Information Desk

28

Accessibility

11

Elevators

28

What’s happening at your Hospital?

11

Scented Products

28

Thank You

12

Hand Hygiene

28

Self-Identify as Indigenous

13

Washrooms

29

Research and Clinical Trials

14

Visitors and Care Partners

29

Learners on your care team

15

Water Fountains

29

Hospital Map and Directory

16

Patient Billing and Cashier Services

29

Parking

18

Flavours Cafeteria

30

Hospital Campus Map

20

Vending Machines

30

While You Are in Hospital

21

Gift Shop & Lottery Centre

30

Patient and Family Rights and Responsibilities

Provide Your Feedback

31

21

Patient and Family Centred Care

31

Privacy and Confidentiality

21

Patient Advocate

31

Communication and Information Sharing

Become a volunteer

32

22

Be an Organ Donor

32

H.E.L.P. Hospital Elder Life Program

22

Patient Satisfaction Surveys

32

FREE WiFi

23

Services in French

23

Thunder Bay Regional Health Research Institute

33

Meals

23

Fire Exits

23

Thunder Bay Regional Health Sciences Foundation

34

Mail

24

Other Community Supports

36

Infection Precautions for Families and Visitors

Accommodations

36

24

Health Care Services

37

Banking Machines

24

Community Supporters Index

38

2

Thunder Bay Regional Health Sciences Centre


Frequently Called Numbers Main Switchboard

684-6000

Pre-Admission Clinic

684-6362

Ambulatory Care

684-6550

Rehabilitation Physiotherapy

684-6270

Cancer Care

684-7200

Spiritual & Religious Care

684-6236

Diagnostic Imaging

684-6300

Surgical Day Care

684-6186

Gift Shop

684-6717

Human Resources

684-6218

Thunder Bay Regional Health Sciences Foundation

684-7275

Orthopaedic (Fracture) Clinic

684-6363

Utilization Management

684-6385

Patient Accounts

684-6611

Volunteer Services

684-6267

980 Oliver Road Thunder Bay Ontario P7B 6V4

Phone: (807) 684-6000 E-mail: tbrhsc@tbh.net

www.tbrhsc.net

HEALTHY TOGETHER

1


Welcome to Thunder Bay Regional Health Sciences Centre Thunder Bay Regional Health Sciences Centre is a world-class acute health care facility. We provide care to the people of Northwestern Ontario - a region the size of France with over 250,000 residents. This isn’t your typical hospital. We’re known around the world for our award-winning, innovative design that helps provide a more inviting and less stressful atmosphere for patients, visitors, and staff. From the layout to the technology, this building was developed in the best interest of the patient. This is the teaching hospital of choice for over 1,500 learners from the Northern Ontario School of Medicine, Lakehead University,

Confederation College, and other partnering academic institutions. We are an academic health sciences centre, committed to teaching the next generation of health care providers and advancing medical research. Patients benefit from interprofessional teams of health care providers and access to leading-edge medical equipment and clinical trials. Providing effective health care for patients and families has earned our hospital both Innovation Awards and Leading Practice Designations. We are a national leader in Patient and Family Centred Care.

Healthy Together

Patient and Family Centred Care

Our focus is to provide patient care. You can help us. If you have suggestions to make your care more effective, please let us know. All comments are kept strictly confidential.

Thunder Bay Regional Health Sciences Centre is completely committed to Patient and Family Centred Care (PFCC). PFCC is the provision of care that is respectful of, and responsive to, individual patient/family preferences, needs and values, and ensures that patient values guide all clinical decisions. The Core Concepts of Patient and Family Centered Care are:

Please submit your compliments, concerns or comments at: https://feedback.tbrhsc.net

• Dignity and Respect; • Information Sharing & Communication; • Participation; • Collaboration.

2

Thunder Bay Regional Health Sciences Centre


CLEAN YOUR HANDS

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.

Help prevent the spread of infection.

Hand Hygiene 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

2

3

4

5

6

7

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.

8

Wet hands with warm water.

Lather hands for 15 seconds 2

Wet hands with warm water.

Apply soap.

3

4

5

6

7

8

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.

Turn off water using paper towel.

Your hands are now safe.

Apply soap.

9

10

Pat hands dry with paper towel.

Turn off water using paper towel.

Lather soap and Rub in betw and arou rub hands palm fingers to palm.

11

Your hands are now safe.

3

HEALTHY TOGETHER HEALTHY TOGETHER Pat hands dry with paper towel.

JUST CLEAN YOUR HANDS

Once dry, your hands are safe.

How to handwash (when hands are visibly soiled) 1

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

JUST CLEAN YOUR HANDS

3


Ask Me 3 During your health care experience at Thunder Bay Regional Health Sciences Centre, you are encouraged to ask about your care plan:

1

What is my main problem?

2

(i.e., why was I in the hospital?)

What do I need to do? (i.e., how do I manage at home, and what should I do if I run into problems?)

The patient/family are encouraged to take an active role related to medication use and are encouraged to ask questions, like: •

What is the medicine named?

What is the medicine for?

How is the medication given and for how long?

4

is it 3 Why important for me to do this?”

What side effects are likely and which ones should I be concerned about?

What food, drink, medications, supplements or activities should be avoided while taking the medication?

Thunder Bay Regional Health Sciences Centre


Message from Keith Taylor Co-Chair, Patient and Family Advisory Council At Thunder Bay Regional Health Sciences Centre, patients are first. Our commitment to Patient and Family Centred Care means that we partner with patients and families every step of the way. In fact, we are the leader in this area, and the first and only hospital to receive a Leading Practice designation in Patient and Family Centred Care from Accreditation Canada.

all disciplines and departments. Above all else, PFCC is about respect.

Patient and Family Centred Care is about doing things with patients and families instead of doing things for them. It’s about working together with a richer appreciation of what it takes to work in collaborative partnership with patients, families, all staff and clinicians across

Patients and Families are at the centre of everything we do.

Patient Family Advisors like me are involved in every area of the hospital and we do our best to represent the needs of all the patients in Thunder Bay and Northwestern Ontario. Our council is made of between 85 – 100 dedicated volunteers who are currently involved in approximately 200 committees and working groups, aimed at improving the experience of care for all.

Keith Taylor Co-Chair, Patient and Family Advisory Council

HEALTHY TOGETHER

5


Information for Indigenous Patients and Families •

Support before, during, and after clinical appointments;

Linking patients and families to community resources;

Tele-visitation services with remote family members;

Information and education in a culturallysensitive manner;

Indigenous Patient Navigators and Liaisons provide and coordinate a number of services for Indigenous patients, including:

Liaising between the care team, patients, and families;

Assistance with discharge planning;

Information for Indigenous Patients, Families, and Communities.

Indigenous Patient Navigator Service For many people living in First Nation communities across Northwestern Ontario, coming to the Thunder Bay Regional Health Sciences Centre for medical treatment is their first trip to Thunder Bay. Adjusting to the big city away from friends and family can be difficult, especially for those who cannot speak English.

6

Interpretive services in Cree, Ojibway, and Oji-Cree;

Thunder Bay Regional Health Sciences Centre


Before your visit About Your Appointment Your doctor or specialist at the Hospital will give you the details of your appointment. If you have several appointments on different days, it may be possible to book all appointments on one day. Contact your doctor’s office to find out, or talk to the staff at your community Nursing Station who may be able to help. Please bring all appointment forms with you,

including status cards to your appointment. If you need help finding where your appointment is at the Hospital, you can give these forms to Admitting or the Information Desk and they will help you find the way. Planning Your Trip Talk to the staff at your community Nursing Station about your appointment. They will be able to help you in many ways including letting you know where to stay, and arranging transportation.

Please feel free to take this directory back to your home community to share this information.

Finding Help Indigenous Patient Liaisons and Indigenous Patient Navigators provide translation/interpretation, advocacy, and support for Indigenous Patients Indigenous Patient Liaison, Renal Services Monday to Friday, 8:30 am – 4:30 pm Phone: (807) 684-6166 Pager: (807) 624-4437 Indigenous Patient Navigator, Regional Cancer Care Northwest Phone: (807) 684-7200 Toll-free from Northwestern Ontario: 1-877-696-7223 ext. 4324

Indigenous Patient Navigator, Centre for Complex Diabetes Care Phone: (807) 684-6952 Indigenous Patient Navigator, Emergency Department Monday to Friday, 9:00 am – 5:00 pm Phone: (807) 620-5288 Pager: (807) 624-4848

If you need spiritual care: Call (807) 684-6236 or 684-6235 during regular business hours. On weekdays between 5 pm and 11 pm and weekends between 8:am and 11: am, call the on-call Spiritual Care Provider at 624-4836. Inpatients can also talk to their nurse about contacting Spiritual Care. Bundles for smudging ceremonies are available through the Spiritual Care office. For general information: Visit the Information Desk across from the Main Entrance, or call the Switchboard at (807) 684-6000.

HEALTHY TOGETHER

7


Safety Your safety is part of our plan of care. We will take every reasonable precaution to ensure the safety of patients, staff, visitors, physicians, learners and volunteers. As a partner with us, you have a right to be informed about your condition and treatment plan and participate in decisions about your care. We will explain what medications or treatments we are giving, along with the reasons, risks, benefits, and possible side effects.

Telling your health care provider if you have ever fallen or are unsteady on your feet;

Asking for help when you need assistance moving from one location to another or if something is out of reach;

Taking responsibility for your health care needs by following the plan agreed upon with your health care providers;

Telling your health care provider if you or your family has ever been told they have an infection that could be spread to others, such as Tuberculosis, Influenza, C. difficile;

Covering your cough or sneeze, washing your hands, and encouraging your care providers and family to do so as well;

Encouraging friends and family to stay home or seek medical attention if they are sick or feeling unwell.

You or a family member can assist us by: •

Informing your nurse, doctor or other health care provider if you do not understand or are unable to carry out the planned treatment, test or procedure;

Knowing your medications and what they are for and noting any additional treatments or medication that you would like included in your treatment plan;

Reporting any unexpected changes in your or your family members’ condition or symptoms to your Doctor, Nurse or other health care provider;

8

If you see something you feel is unsafe let your health care provider know or call 684-6019.

Thunder Bay Regional Health Sciences Centre


Spiritual and Religious Care Multi-Faith Centre The Spiritual and Religious Care services welcomes spiritual leaders of all faiths to visit patients from their respective faith communities. The Spiritual Care team provides service that is sensitive to and respectful of the diverse expression of spirituality and religion in our community. We serve individuals from all faiths and those with no faith tradition. Our Multi-Faith Spiritual Centre, located on the 2nd floor, is open 24 hours per day for patient and family use. The Spiritual Centre houses resources for Multi-Faith worship and is also equipped to accommodate rituals such as Smudging and Pipe Ceremonies.

HEALTHY TOGETHER

A Sacred Bundle is available for use and can be found in the reception area of the Spiritual and Religious Care office, which is located next to the Mulit-Faith Spiritual Centre. You can request assistance for these services from the Spiritual Care Providers or are welcome to use the Spiritual Centre at your convenience. You may request a visit from a Spiritual Care Provider by notifying your nurse or calling 684-6236 or 684-6235. For emergencies, please ask your nurse to page a member of the Spiritual Care team. We are available weekdays from 8:30 am to 11:00 pm and weekends from 8:00 am to 11:00 am. 9


Wanted: Patient Family Advisors to share expertise Patient Family Advisors (PFAs) are patients or family members of patients. They volunteer their time to provide guidance based on their first-hand knowledge to help improve experiences for patients and families at our Hospital. This could involve providing input on policies or sharing ideas on programs and practices. There are many ways PFAs contribute. There are between 85 and 100 PFAs involved in about 200 different committees and working groups. Are you interested in becoming a PFA? We welcome new PFAs, and would especially like to hear from mothers with young children and Indigenous people. Your voice can provide the experience of care for all. Here’s what PFA, Kathy, said about her role: “I have been a patient a family advisor for seven years at Thunder Bay Regional. I am a very pro-active patient and a strong advocate for my family. “Patient and Family centered care is a cornerstone in how our hospital operates. We are advanced far ahead of many other 10

hospitals in Canada in this very important area and we are better because of it. I have been on many committees over the years in different departments, so I have an inside view into the operational aspect and what goes on in the back ground that most patients do not see. Having that voice of a patient or family/support member at the table brings a different prospective. “I have gone through three different cancer experiences since 2008. I can bring a unique patient viewpoint, suggestions, concerns and a physical presence of why you are all here working in the multiple occupations that it takes to get a cancer patient taken care of.” If you are interested in becoming a Patient Family Advisor, please contact: Bonnie Nicholas in Patient Family Centred Care at Thunder Bay Regional Health Sciences Centre Telephone: 684-7322 Email: PFCC@tbh.net

Thunder Bay Regional Health Sciences Centre


Preparing for Your Stay

Care Partner The patient defines who their Care Partner(s) is and how they will be involved in care, care planning, and decision making. The Care Partner may be a family member, friend or whomever else the patient determines. The Care Partner is important to the overall wellbeing of the patient and is encouraged to involved and supportive.

Accessibility We are constantly exploring ways to improve accessibility for people with disabilities. Our Accessibility Implementation Team works actively during the year through meetings

and internal audits to prepare our annual Accessibility Plan. The Plan evaluates the past year’s accomplishments and outlines the course of action for the upcoming year. Our Team uses provincial standards and your comments, concerns and ideas to help shape the annual plan. We invite you to review the Accessibility Plan posted on our website (www.tbrhsc.net) and welcome any feedback you may have on how we might improve our accessibility. If you require information in an accessible format, please talk to any member of your care team or visit www.tbrhsc.net/tbrhsc/accessibility

What’s happening at your Hospital? Watch the Health Sciences Centre Board meetings from the comfort of your own home or office. Our Board of Directors welcomes you to attend their meetings from the comfort of your own home or office. View live webcasts of the open Board meetings at www. tbrhsc.net/webcast There you’ll find a link to the webcast, a meeting agenda, and a schedule of all upcoming open Board meetings. We are committed to transparency and accountability to patients and families in Northwestern Ontario.

www.tbrhsc.net/webcast The open meetings are webcast live via the Ontario Telemedicine Network (OTN).

HEALTHY TOGETHER

11 11


Thank You Our team is extraordinary! All staff and professional staff play a role in Thunder Bay Regional Health Sciences Centre’s response to the COVID-19 pandemic. Thank you for keeping our community safe.

12

Thunder Bay Regional Health Sciences Centre


Would you like to Self-Identify as Indigenous? This question helps us understand who you are so we can give you better care. We don’t want to guess. Two ways to Self-Identify:

1

In person the next time you register for services at the Hospital

2

On-line any time using the online web-form

All people with Indigenous ancestry are encouraged to self-identify. Find out more at:

tbrhsc.net/indigenous-health-services

HEALTHY TOGETHER

13


Research and Clinical Trials For Improved Health care Research plays an extremely important part in health care at the Thunder Bay Regional Health Sciences Centre. As an academic health sciences centre, we are literally a centre for learning for researchers, students, teachers, and other health care professionals. But that’s not why we do it. We emphasize research and training because it leads to better patient care, today as well as tomorrow. We’ve attracted researchers from around the world to Thunder Bay to work at the Hospital and/or the Thunder Bay Regional Health Research Institute, the research arm of the Health Sciences Centre. Together, we’re partnering with other worldclass researchers at Lakehead University, the Northern Ontario School of Medicine, and others, developing tomorrow’s health care techniques and equipment right now. In turn, we’ve attracted some of the best physicians and other health care providers who want

14

to work in our academic environment. Every year, we’re drawing students to Northwestern Ontario who want to train here, making them more likely to stay and practice here too. Clinical Trials Clinical trials, in particular, have a positive impact on patient care and are an important part of any research program. Clinical trials are research studies investigating new treatment methods, medications, equipment, and/or medical conditions to improve care for future patients. If you are interested in participating in a clinical trial or would like to know more visit www.tbrhsc.net/research/clinicalresearch or contact the Clinical Research Services Department at 684-7566.

Thunder Bay Regional Health Sciences Centre


Learners on your care team This hospital is an academic health sciences centre. That means it is a teaching facility where learners come to look after real patients in a real care setting. It is important for learners to do this to gain experience and build the skills they will need in the future. You have a choice to accept care from learners, and we hope you will allow them to be part of your team. When learners talk to patients like you, they learn how to include you and your family in your care. Learners know that treating you with respect and keeping you and your family at the centre of care are the main goals of our hospital. Learners always have a clinical teacher they can call on for guidance. You may see learners with their clinical teacher or they may come

HEALTHY HEALTHY TOGETHER TOGETHER

to care for you on their own. You may be one of their best teachers just by telling them how you feel about the care they give you. Orange lanyards will be worn by all learners (exceptions being medical students and residents). These learners are participating in a clinical or non clinical placement as part of their University or College educational program. Medical Learners - Undergraduate medical students affiliated with the Northern Ontario School of Medicine are engaged in clinical activities primarily during year 4. All medical learners wear red lanyards. Residents - Learners who are physicians or M.D.’s. They have already graduated from medical school but are continuing their training for another 2 - 5 years. All residents wear green lanyards.

15 15


Directory DEPARTMENT

LEVEL

A

P

H

Administration/Executive Offices 3

Health Records

3

Patient Billing

2

Admitting & Registration

2

Housekeeping

1

Professional Practice

1

Adult Mental Health

2

Human Resources

Ambulatory Care

2

Home Hemodialysis

Auditorium

3

Hospitalist Program

Academic Affairs

3

Payroll 1

I

B Bariatric Care Centre

Infection Control

1

Information Desk (Main Lobby)

2 1

Biomedical Engineering

1

Information Technology

Board Room

3

Informatics Interprofessional Education

Cafeteria (Flavours)

1

Cancer Care - Chemotherapy

3

J

Cancer Care - Outpatient Clinics

3

Joint Assessment Centre

3

Cancer Care - Radiation Therapy 2 Cancer Care - Supportive Care

3

Capital Planning

2

Cardiac Cath Lab

3

Cardio Respiratory

2

Cardiac Rehabilitation Centre for Complex Diabetes Care Child & Adolescent Mental Health

1

D Decision Support & Case Costing 3 Diagnostic Imaging (X-Ray)

2

Emergency

2

Endoscopy

3

Financial Services Forensic Mental Health

1

Fracture Clinic

2

Foundation

2

G Gift Shop

16

Laboratory

1

Labour & Delivery

1

Laundry

1

Library

3

M

2

1

Pharmacy

1

Post Anesthesia Care Unit

3

Pre-Admission Clinic

2

Prevention & Screening Services 1

R Rehabilitation Services

1

Renal Services

2

Security

2

Spiritual & Religious Care

2

Spiritual Care Centre

2

Staffing Sterile Processing

1

Strategy & Performance

3

(Regional) Stroke Network

Main Entrance

2

Surgical Day Care

3

Maintenance

1

Materials Distribution

1

Surgical Inpatient Units (3A, 3B, 3C)

3

Maternal Newborn (1C)

1

Surgical Services (OR)

3

Medical Inpatient Unit (2A, 2B, 2C)

2

Medical Affairs

3

N

F

1

Paediatric Unit (1B)

S

L

Maternity Centre

E

Paediatric Outpatient

Purchasing

Internal Medicine Clinic

C

Paediatric Healthy Living Program

Neonatal ICU

1

Neurosurgical Unit (3C)

3

Nutrition & Food Services

1

T Tamarack House Telemedicine

3

Thunder Bay Regional Health Research Institute

3

TBRHRI, Cyclotron Radiopharmacy

V Volunteer Services

O Occupational Health & Safety

1

Oncology Inpatient (1A)

1

Operating Room

3

Organ Donation

3

Outpatient Lab

2

2

Medical Centre Health Services Centre

Thunder Bay Regional Health Sciences Centre


SYMBOL

Level Level 1 1

East Entrance

East Entrance

Information Information

CAMHU Cafeteria/Atrium Cafeteria/Atrium

CAMHU

Emergency Emergency Labour & Delivery Labour & Delivery

Nutrition & Food Services

W

Nutrition & Food Services Pharmacy

W

PO

Pharmacy Rehab Services

PO NOSM Professional Neonatal ICU Professional NOSM Practice OHS Practice H

H

W H PO OHS CAMHU TBRHRI NOSM IT APN

Laundry

Washroom Unisex Unisex Washroom Barrier Barrier Free Free Barrier Barrier Free Free Womens Womens Washroom Washroom

Purchasing IT

Maintenance Purchasing

Medical Device Medical DeviceReprocessing Dept Reprocessing Dept

W Waiting Room Waiting H Room Housekeeping Housekeeping PO Paediatric Outpatient Infection TBRHRI Paediatric 3T OHS Outpatient Occupational Health & Safety Infection TBRHRIControl Occupational & Adolescent Safety Control MRI CAMHU Health Child & Mental Health ChildTBRHRI & Adolescent Mental Health Thunder Bay Regional Health Research Institute Thunder Bay Regional Health Research Institute NOSM Northern Ontario School of Medicine Northern School of Technology Medicine IT Ontario Information Information Technology APN Advance Practice Nurses Advance Practice Nurses

W

W

CDPMP Admin

Gift Shop Gift Shop Diagnostic Diagnostic Imaging (X-Ray)(X-Ray) Imaging

Volunteer Services

G CDPMP Admin CRS

CRS

Regional Cancer Care Regional Cancer Care Radiation Therapy

Regional Cancer Care Radiation Therapy

CP

W

W

TBRHSF Regional Cancer S Care

TBRHSF

Regional Cancer Care

G Fracture Clinic

Medical Inpatient

Medical Inpatient

Medical Inpatient

Medical Inpatient

Medical Inpatient

OL

PC

PC

Admitting S

TBRHSF

Emergency

Emergency Entrance

Emergency

Renal Services Renal Services

Admitting W

Diagnostic Imaging Diagnostic Imaging (X-Ray, MRI, (X-Ray, MRI, Ultra Sound, CT)Ultra Sound, CT)

W

Renal Services Renal Services Entrance Entrance Main Entrance Main Entrance

Regional Cancer Care Entrance Regional Cancer Care

West Entrance

W

W

Cardio Respiratory

Cardio W Respiratory

Emergency Entrance

Patient Billing

Patient Billing TBRHSF

W

W

W Ambulatory Care Ambulatory Care

Fracture Clinic

OL

West Entrance

Renal Services Renal Services

Regional Waiting W W Room Waiting Room Cancer CareSeasons G G Gift Shop Seasons Gift Shop Entrance Capital Planning CP CP Capital Planning CRS Clinical Research Services CRS Clinical Research Services OL Outpatient Lab Outpatient Lab OL PAC Pre-Admission Clinic PAC Pre-Admission Clinic TBRHSF Thunder Bay Regional Health SciencesHealth Foundation TBRHSF Thunder Bay Regional Sciences Foundation CDPMP Chronic DiseaseChronic Prevention and Prevention Management Program CDPMP Disease and Management Program S Security S Security

Level 3 3 Level

MedicalMedical Inpatient Units Units Inpatient BR

BR

Admin & Executive Offices

DC

Admin & Executive Offices

DC Auditorium

SP

Telemedicine Telemedicine

Outpatient Outpatient Lab Work Lab Work

Surgical Inpatient & Neurosurgery Surgical Inpatient & Neurosurgery

Surgical Inpatient

Auditorium

CSC TM TM TBRHRI

Regional Cancer Care O/P CLINIC

Specialty Pharmacy

Surgical Inpatient

Surgical Inpatient

SP

Simulation Centre

TBRHRI

Surgical Inpatient

OR Waiting Room

Simulation Centre Health Records CSC TM TM Library

HEALTHY TOGETHER

3T MRI

Level Level 2 2

Medical Inpatient

Volunteer Services

CP

Automated Automated Teller Machine Teller Machine

Laboratory

IT

Adult Adult Mental Health Mental Health

Coffee Coffee Shop Shop

Patient Billing Patient Billing

BioMed

BioMed

Spiritual/Religious Spiritual/Religious Care & Spiritual Care & Spiritual Care Centre Care Centre

Barrier Barrier Free Free Mens Washroom Mens Washroom

Intensive Care Care Intensive Unit (ICU) Unit (ICU)

Neonatal ICU

Laboratory

Material Distribution Maintenance Material Distribution

Laundry

Paediatric Paediatric

Labour & Delivery Entrance

Labour & Labour Delivery& Delivery Entrance

Labour & Delivery

W

Rehab OHS Services

Receiving

Washroom Unisex Unisex Washroom

Maternal Maternal Newborn (1C) (1C) Newborn

External Courtyard

External Courtyard

W

APN

Elevator Elevator

Surgical Surgical Day Care Day Care

External Courtyard

Maternal Newborn

Maternal Newborn

W

APN

Receiving

Fracture Clinic Clinic Fracture

External Courtyard

Paediatrics Paediatrics

W

Stairs Stairs

Flavours Cafeteria Flavours Cafeteria

External Courtyard

Hospitalist External Program Courtyard

Hospitalist Program

Medical Building MedicalLocated Buildingoutside Located outside the Westentrance the Westentrance

Oncology Inpatient

Oncology Inpatient

Forensic Mental Health Forensic Mental Health

Health Records 3SSU

OD

W

SDC

Surgical Day Care 3SSU

Library

W

W

Endoscopy

SDC

MAA & 3TM Regional MAA & Interprofessional Cancer Care Education Interprofessional O/P CLINIC Education

W BR W CSC 3TM 3SSU Regional Cancer Care TM Regional Chemotherapy Cancer Care OD Chemotherapy SP TBRHRI DC MAA W Specialty Pharmacy

OD

W

Surgical Day Care

Post Anesthetic Care Unit 3TM

OR Waiting Room

Cardiac Cath Lab Endoscopy

Cardiac Cath Lab

W

Cardiac Cath Lab

Cardiac Cath Lab

W

Intensive Care & Intermediate Intensive Care & Intermediate Care Unit Care Unit

Post Anesthetic Care Unit

Surgical Suites (Operating Rooms)Surgical Suites Waiting Room (Operating Rooms) WRoom Waiting Room Board BR Supportive Board Room Cancer Care CSC UnitCancer Supportive Care 3T Medical 3TM Short-Stay 3T Medical 3rd Floor Unit Unit 3SSU 3rd Floor Short-Stay Unit Telemedicine TMDonationTelemedicine Organ OD & Performance Organ Donation Strategy Thunder Health Research Institute SP Bay Regional Strategy & Performance Decision Support & CaseBay Costing TBRHRI Thunder Regional Health Research Institute Medical Affairs DC & Academic Decision Support & Case Costing MAA Medical & Academic Affairs

17


Parking at Thunder Bay Regional Health Sciences Centre At Thunder Bay Regional Health Sciences Centre (the Hospital), onsite parking will be made available in an equitable way to all users of the Hospital. In keeping with Patient and Family Centred Care, parking has been allocated to ensure that patients, families and visitors have convenient and timely access to the Hospital. Parking Lot Access Patients, families and visitors will have access to the following Lots (please see attached map for locations): A1, A3, B1, B2, C1, C2, D and I. Parking Rates and Passes Up to one hour: $2 Up to two hours: $4

Parking Payment Process

Up to four hours: $5

When parking in Lots A1, B1, B2, C2, D and I the following process applies:

Over four hours until midnight, same day (daily maximum): $7 After midnight, the parking rate will restart.

1. Pull up to the parking gate and take a token. 2. Park your car and keep your token with you.

Patients, families and visitors frequently attending the Hospital will be able to purchase daily, weekly or monthly access passes based on approved rates.

3. Before returning to your car, go to the Pay Station and insert your token.

Daily, weekly or 12 exit passes must be purchased at the pay station.

5. Return to your car without delay. There is a 15 minute time period to exit the lot.

For monthly passes, the patient/visitor will pay for the pass at the Cashier located in the Patient Billing Office and bring the receipt to Security who will provide the pass. These passes can only be purchased during regular business hours.

6. At the gate, insert validated token to raise the gate and exit parking.

Please Note: Lot A-3, the small lot next to the Medical Building and across from the Cancer Centre is a “Pay & Display” parking lot. Metered parking spots are also located outside of the Renal Department at the front entrance of the facility.

2. Go to the “Pay and Display” station. Follow the instructions.

18

4. Pay fee indicated and retain your validated token.

When parking in Lot A3 the following process applies: 1. Park in a designated spot.

3. Place the ticket on the dashboard on the driver’s side of your vehicle.

Thunder Bay Regional Health Sciences Centre


Pay stations are located in the following areas: 1. Emergency Department Waiting Room

Reduction of Parking Fees Due to Financial Hardship

4. Lobby of the Health Services Centre Building at 1040 Oliver Road

In cases where patients are required to attend the Hospital on a regular recurring basis and the payment of fees will result in financial hardship, the patient may apply for a discounted parking rate. Please contact Patient Billing (684-6611) to complete a Request for Parking Fee Reduction form.

Patient Drop Off and Pick Up

Accessible Parking

Drop Off:

The Hospital is committed to ensuring appropriate and adequate access is provided to persons with disabilities. Lots A1, A3, B1, C1, C2, D and I have designated accessible spaces.

2. Main Lobby beside Patient Billing (2 stations) 3. Lobby of the Medical Centre at 980 Oliver Road

1. Pull into the “Assisted Pick Up/Drop Off Lane” at the front entrance. 2. Escort the patient to benches at the main entrance or to the appropriate waiting room. Please note that there is a 10 minute maximum to leave a vehicle at the front entrance. 3. Move the vehicle to one of the visitor parking lots if a longer stay is required. Pick Up:

Parking in accessible spaces will be strictly enforced. All vehicles parking in these spaces must display a valid Ontario Ministry of Transportation specific permit that is visible at all times while the vehicle is parked on site. Security

4. Escort patient to vehicle.

All lots are monitored by security cameras 24 hours per day and are patrolled by Security on a periodic basis. The Hospital takes all precautions to provide a safe environment, including full lighting to the parking lots, access walkways and well marked Emergency Help buttons throughout the site. Should you encounter difficulties entering or exiting a parking lot, you have access to an intercom at all terminals, which will connect you to Security for assistance.

What is Parking Revenue used for?

Regulation and Enforcement

The costs associated with parking lots are not covered by government funding. The Hospital uses parking fees collected to cover the cost of providing, maintaining and administering the parking facilities (such as lighting, asphalt and equipment maintenance, line painting and snow removal) and to support operational costs related to patient care.

Vehicles parked in unauthorized areas will be ticketed and/or towed at the discretion of the Manager, Security & Parking. Parking of vehicles is only allowed in lots and designated spaces. Vehicles will not be allowed to park along the roadways on the property.

1. If you are required to meet a patient on a unit or in a clinical department, park the vehicle in one of the visitor parking lots. 2. Bring the patient to benches at the front entrance or nursing staff/volunteers will bring the patient down to meet you. 3. Retrieve your vehicle and pull into the “Assisted Pick Up/Drop Off Lane”.

HEALTHY TOGETHER

All disputed parking tickets will be reviewed by the Manager, Security and Parking. The Manager will consult with other levels of management as required.

19


Thunder Bay Regional Health Sciences Centre Campus Ron Saddington Way

FISHSaddington Way Ron POISSON

Medical Centre

A2 A2

EAGLE AIGLE

A1

A3 Pay and Display

Medical Centre

FISH POISSON

A3

EAGLE AIGLE

Renal MainEntrance Entrance

A1

B2

Donald Caddo Drive

BEAR OURS

G

Cafeteria Entrance

G

Renal Entrance

B

MOOSE ORIGNAL

BEAR OURS

B2

Golf Links Golf Road Links Road

Cafeteria Entrance

Pay and Display

Donald Caddo Drive

MOOSE ORIGNAL

Main Entrance

B

Emergency Entrance

Emergency Entrance

Maternal Newborn Entrance

E

Maternal Newborn Entrance

C1

E

SQUIRREL ÉCUREUIL Meter Parking

Ron Saddington Way

C1

SQUIRREL ÉCUREUIL Meter Parking

I Health Services Centre

Health Services Centre

20

C2

COYOTE

C2

d Roa r e Oliv

rive rive t D t D bit bit ob Job ith Ke

TORTUE

COYOTE

hJ

I TURTLE

it Ke

TURTLE TORTUE

Ron Saddington Way

DEER CERF

D

DEER CERF

D

d Roa Legend r e Oliv A1 EAGLE Visitors & Staff A2 Staff Only Legend A3 FISH Visitors Only A1 EAGLE Visitors & Staff B BEAR Visitors Only A2 Staff Only B2 MOOSE Visitors & Staff A3 FISH VisitorsVisitors Only Only C1 SQUIRREL B BEAR Visitors Only C2 CYOTE Visitors Only B2 MOOSE Visitors D DEER Visitors Only& Staff C1 SQUIRREL Visitors Only E Staff Only C2 CYOTE Visitors Only G Staff Only D DEER Visitors Only Thunder Bay Regional Health Sciences Centre I TURTLE Visitors & Staff E Staff Only G Staff Only I TURTLE Visitors & Staff


While You Are in Hospital

Patient and Family Rights and Responsibilities

Your role as a partner in health care is to:

As a patient you can expect to be treated with respect and dignity in a safe and comfortable environment. Your health care team will work with you to personalize your care plan to help you move through the system in a coordinated way. Most patients and families welcome and understand policies that promote safety, quality and infection control. As a patient you have the right to:

5. Take care of your personal belongings and valuables;

1. Have your dignity honored by respecting your individuality, faith, and cultural background; 2. Privacy for your personal care needs within available resources; 3. Information to help you and your care partner understand your medical condition; 4. Participate in decisions about your care; 5. Participate in your plan of care, including: a) treatment(s) and test(s) with an explanation of their benefits and risks b) other ways to treat your illness c) discharge plans; 6. Refuse any recommended treatment(s), and receive information about what could happen if you do refuse the treatment(s);

1. Give correct and complete information; 2. Be actively involved in your care, treatment, and discharge plans; 3. Take part in planning for your transition to home or other facilities; 4. Treat others with respect as you have the right to be treated;

6. Tell a staff member as soon as possible about any concerns, or compliments; 7. Respect hospital property and policy; 8. Cancel or reschedule an appointment if you are unable to attend; 9. Inform a staff member if you see a safety issue or have a safety concern.

Privacy and Confidentiality Under the Personal Health Information Protection Act, 2004, Thunder Bay Regional Health Sciences Centre (the Hospital) is permitted to respond to requests from family, friends and others with limited information related to current patients. If you are a patient in the Hospital, the following details may be shared with others if they ask us about you: 1. The fact that you are a patient in the Hospital

7. Share your personal health information with identified individuals;

2. Your general health status (described only as critical, poor, fair, stable or satisfactory)

8. Know the name, profession, and duty of the Interprofessional staff working with you;

3. Your location in the Hospital

9. Tell us any concerns you have about your treatment and care; 10. Have us partner with you to meet any special needs; 11. Receive care in a safe environment.

HEALTHY TOGETHER

If you do not wish for the above information to be shared with those outside of your care team, please notify your Nurse or the Manager as soon as possible that you would like your visit to the Hospital to be confidential. The Hospital will respect and abide by patient requests for confidentiality and refrain from sharing the above details with anyone outside of your care team unless required by law. 21


Communication and Information Sharing Health care providers, unless restricted by law, will share information with you and your designated family in a way that is timely, appropriate, and useful so that you can participate in making decisions about your care. We will tell you our name, occupation, and our role in your care. Your illness, treatment, expected outcome, and future health will be discussed with you whenever possible, by the appropriate health care provider. All patient rooms have patient bedside communication whiteboards that you, your family, and your health care team are encouraged to use

to communicate information, goals, and readiness for discharge The health care team will help you to achieve your health care goals and help you plan for your discharge home. Community and outpatient resources will be provided, as appropriate. You will be told about any additional financial charges for treatments, services and procedures. You, or a family member, can assist us by: •

Providing accurate and complete information about your present condition, past illnesses, hospitalizations, medications, and allergies;

Asking questions if you are unsure of your plan of care, treatment, diagnosis, or the role of a health care team member, to develop mutually agreeable care expectations.

H.E.L.P Hospital Elder Life Program HELP is a delirium-prevention program that aids in the improvement of cognitive and functional outcomes and shortening length of stay. Elderly patients are assessed upon admission by the HELP Coordinator who then arranges for HELP volunteers to begin visiting the patient on a daily basis.

For more information, call 684-7042 for the HELP Coordinator.

Elements of the HELP volunteer visits include: •

Daily visits to promote orientation and socialization;

Activities to keep patients mentally stimulated during their hospital stay;

Mobilization to provide daily walking;

Assistance at mealtime to offer companionship and help as needed; and

Reminders to use hearing and vision aids if necessary

22

Thunder Thunder Bay Bay Regional Regional Health Health Sciences Sciences Centre Centre


FREE WiFi Available throughout the Hospital Stay connected to family and friends while at Thunder Bay Regional Health Sciences Centre. Thanks to a partnership with Tbaytel, free WiFi is accessible to patients, families and visitors throughout the Hospital.

Services in French

Breakfast: 7:45 a.m. - 8:30 a.m., Lunch: 11:45 a.m. - 12:30 p.m., Supper: 4:45 p.m. - 5:30 p.m.. Each unit is equipped with a pantry kitchenette, which is stocked with items for patient consumption.

At Thunder Bay Regional Health Sciences Centre, we are committed to providing patient services in French as well as English. Please let a member of your health care team know if you would like service in French.

Meals are based on a menu cycle. If you have food preferences or allergies please inform your host/hostess, primary care provider, nurse, or dietitian so your menus and food preferences can be adjusted to meet your dietary requirements.

Meals

For Cafeteria information, please see page 30.

The Nutrition and Food Service team strives for patient satisfaction. Our team works collaboratively to ensure food is nutritious, high quality, and compliant to prescribed diet orders. Patient meals and snacks are prepared fresh onsite by certified cooks and trained staff using the cook/chill production method. Meal delivery times are approximately:

HEALTHY TOGETHER

Fire Exits Fire Exits are clearly marked throughout the facility. During a fire alarm, elevators will automatically return to the ground floor and open. All fire doors will automatically close until the “All Clear” announcement is made. During a fire alarm, please remain in your area until otherwise directed by staff or Fire Department personnel. 23


Mail Patients can receive mail daily Monday to Friday (except holidays). Items addressed to you must be clearly marked with your full name and room number. Patient’s Full Name Patient’s Room Number Thunder Bay Regional Health Sciences Centre 980 Oliver Road Thunder Bay, Ontario P7B 6V4

For outgoing mail, stamps can be purchased at Seasons Gift Shop, located next to the Grand Staircase on Level 2. Canada Post mailboxes are located outside the Main Entrance.

Infection Precautions for Families and Visitors During your hospital stay, you may be isolated to prevent the spread of bacteria or viruses to others. Signs will be placed outside your room to assist your family, visitors, and health care workers in the appropriate protection needed while in your room. Each person entering your room is responsible for putting on the identified Personal Protective Equipment (PPE) such as gowns, gloves and/or masks which will be located outside your room.

Banking Machines ATMs are located next to Admitting in the Main Lobby and at the bottom of the Grand Staircase on Level 1 next to the Cafeteria. There is also an ATM located in the Emergency waiting area. Be aware that privately-owned ATMs charge a convenience fee in addition to your financial institution’s fees.

Telephones Telephones are available to patients free of charge. There is no cost for local calls. For Long Distance* using your Calling Card, Credit Card, Collect & Third Party Charge Calls: Calls to Canada and USA: dial 9 + 0 + Area Code + Number, International Calls: dial 9 + 01 + Country Code + City Code + Number. *Thunder Bay Regional Health Sciences Centre uses a 3rd party long distance company. Additional long distance charges will apply for 3rd party operator assisted calls. Public Telephones are located throughout the Centre. TTY Telephones for the hearing impaired are available at the Public phones located in the Main Lobby, the Emergency Department and the Cafeteria. Both portable TTY phones and telephone Amplifiers for the hearing impaired are available upon request. Call Switchboard by dialing “0” for the loan. A replacement fee will be charged if it is not returned to Switchboard once the patient is discharged.

Please encourage everyone to wash their hands when entering or exiting your room.

24

Thunder Bay Regional Health Sciences Centre


Televisions The Hospitality Network is the Thunder Bay Regional Health Sciences Centre’s provider of patient TV rentals. Premium Television: $12.30 per day, $61.50 per week, $184.50 per month (plus applicable taxes) *Prices are subject to change without notice Activation and Payment: From the patient’s bedside telephone, dial extension 4436 and follow the easy instructions to activate service. You can also access the service online at https://healthhubsolutions. ca/connectmybed-rent-now/?hospital_id=3. From the website, select your unit, room, and bed and the available products will be listed. The television service will be activated automatically within a few minutes.

Pets Service animals and pets, other than reptiles or rodents, are allowed. The request for pet visitation to a patient care unit must be directed to the Director/Manager or his/her delegate to determine the appropriateness, time, place, and length of visit.

Virtual Visitation Virtual Visitations are visits with family and friends by Skype, Facetime, or videoconference. We can help you stay connected to loved ones anywhere as long as they can access the internet using a mobile device, iPad, or laptop. This is a patient driven service. Please ask your health care provider or contact the Telemedicine Department directly at (807) 684-6711 or (807) 632-7006 with your request. You can also email us at telemedicine@tbh.net.

Whiteboards All patient rooms have a bedside communication whiteboard to improve the communication between all health care providers, you, and your care partners, who may not be able to be at the bedside together. This is your communication board and includes information that is important to you. We encourage you and your family to write down your questions, concerns, or comments on the whiteboard. If you have needs, concerns, or questions about your discharge, discuss these with your health care team members.

HEALTHY TOGETHER

25


Ethics Support Caring for people may involve making difficult decisions. The Thunder Bay Regional Health Sciences Centre has consultation support available for specific ethical decisions by invitation from our patients or their substitute decision maker and their families, or any member of the health care team.

You, or a family member, can assist us by: •

Offering information on your cultural beliefs, preferences, and religious background as it relates to your care;

Asking questions or letting us know if there is anything that you don’t understand;

Providing or requesting an interpreter or assistance in communication when necessary.

Ethics Consultations will: •

Give people involved input and the knowledge that their opinion is respected;

Explore available options in the context of the patient’s values and beliefs;

Respect the patient, their family and health care professionals and organizational values.

Need Ethics support? Staff, patients and families who have concerns or need clarification about ethical aspects of patient care may contact one of the following: Department of Quality and Risk Management 684-6019 Bioethicist 684-6538 After hours, dial “0” to contact Switchboard to page the Bioethicist. If you have questions about your rights as a research participant or any ethical issues related to a study you are participating in that you wish to discuss with someone not directly involved with the study, you may reach the Chair of the TBRHSC Research Ethics Board by contacting the Research Ethics Office at 684-6422.

Diversity Culturally sensitive care means that unique needs, preferences, beliefs and values are appreciated and respected. You will receive care without discrimination based on race, colour, age, religion, gender, national origin, disability, education, income, diagnosis or sexual orientation.

26

Respect Each patient has unique health care needs, so be involved with us as we plan your care. We respect your individuality, faith, and cultural background. If you refuse treatment to the extent permitted by law after receiving clear information by a member of the health care team, other options will be discussed with you. We expect everyone to consider the rights, safety, and dignity of others. Aggressive behaviour, coarse language, or discrimination in any form will not be tolerated. You or a family member can assist us by: •

Treating health care providers with the courtesy, dignity and respect you wish to be given;

Being respectful of other patients’ needs for privacy and a quiet restful environment;

Calling us to cancel or reschedule an appointment;

Forwarding your concerns or suggestions for improvement to a staff member or Manager;

Acting in a respectful non-aggressive manner;

Reporting incidents to the department manager.

Thunder Bay Regional Health Sciences Centre


What is Cardio-Pulmonary Resuscitation (CPR)? Cardio-Pulmonary Resuscitation (CPR) is an emergency set of procedures used in the event of sudden and unexpected death. CPR usually involves: •

Forceful pressure on the chest;

Putting a breathing tube through the mouth into the lungs;

Electrical shocks to the heart;

Strong heart medications.

If started early enough, CPR may be helpful and the patient may have a good outcome, depending on the underlying medical condition(s). CPR is intended for fairly healthy people; it may not be helpful for everyone. Patients or their Substitute Decision Maker will be asked to choose one of the following Code Status Levels, which will identify the level of resuscitation that will be provided in the event of cardiac/respiratory arrest or clinical deterioration.

Code Level and Armband Colour Code Level

Armband Colour

Specific Instructions

Level

Full Resuscitation

Activate Code Blue/Pink – Pt will receive CPR and Advanced Life Sustaining Therapy

Respiratory Resuscitation

Respiratory Code Only- Activate Code Blue/Pink. Do NOT Start CPR. Provide Rescue breathing up to intubation if necessary.

Respiratory Resuscitation

Respiratory Code Only- Activate Code Blue/Pink. Do NOT Start CPR. Provide Rescue breathing. Do not intubate.

No Resuscitation

Do NOT start CPR or rescue breathing. Do NOT activate Code Blue/Pink. Provide other medical or surgical therapies as appropriate.

End of Life Care

No chest compressions or ventilation. Comfort measures only.

5

Level

4

Level

3

Level

2

Level

1

No arm band

Blue armband # 4

Blue armband # 3

Lavender armband # 2

Lavender armband # 1

Discharge Information We collaborate with your health care team, Home and Community Services, St. Joseph’s Care Group and other agencies when required to facilitate safe and timely discharge where needed. Your discharge plan should be reviewed with your nurse to ensure all needs are met prior to leaving the facility.

HEALTHY TOGETHER

27 27


RESPECT Please respect everyone’s right to privacy. Do not take photos or video of patients, visitors or staff on the hospital grounds.

For Your Visitors

Information Desk

Scented Products

The Main Information Desk is located directly across from the revolving doors across from the Main Entrance. Volunteers are available from 8 a.m. – 6 p.m. Monday to Friday and from 12 - 4 p.m. on Saturday and Sunday. Assistance is given in way-finding and general inquiries.

Exposure to strong scents and fragrances can cause discomfort and directly impact the health of sensitive individuals. For the comfort and health of all, scented and fragrant products are not to be worn in the Hospital. Also, strongly scented flowers may not be accepted on particular units. Please ask the unit or ask the florist to provide mildly scented flowers.

Elevators Public elevators on Level 2 are located at the Main Entrance near the “Tree of Hope” in Cancer Care and around the corner from the Grand Staircase. Elevators on Level 1 are located adjacent to the Grand Staircase and just inside the East Entrance entering into the Cafeteria.

28

Hand Hygiene 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. Thunder Bay Regional Health Sciences Centre


Washrooms Public washrooms are well-marked and are located throughout the Hospital including near the Main Lobby and in the Emergency Department.

Visitors and Care Partners Our Patient Family Centred Care Philosophy recognizes that Visitors and Care Partners are a great resource and comfort to our patients and improve both quality of life and also their experience in care Who is a visitor? A visitor is a guest or family of the patient who has an important social role but does not participate as an active partner in care. Who is a Care Partner and Essential Care Partner? A Care Partner(s) is a person(s) identified by the patient, such as a family member, friend, or other individual who provides physical, psychological, and/or emotional support to help improve the patient’s well-being. Essential Care Partners (ECPs) are similar to Care Partners, but provide support in collaboration with the health care team, including decision-making, care coordination, and continuity of care. What are the Visiting Guidelines? Due to the COVID-19 Pandemic, visiting hours have changed. For the most up-to-date information please refer to the Hospital website: https://tbrhsc.net/covid-19-information/ information-for-patients-essential-carepartners-and-care-partners-during-covid-19pandemic/ A Care Partner, Essential Care Partner, or Visitor who is unwell or who has been exposed to an infectious disease is asked not to visit but to consider utilizing other venues to communicate and support the patient, (e.g., designate alternate Care Partner, send notes or emails, telephone, teleconference, or virtual visitation under certain circumstances). HEALTHY TOGETHER

Water Fountains Water fountains can be found in the Atrium on Level 2 in front of the restrooms, and in the Emergency Department.

Patient Billing & Cashier Services Patient Billing and Cashier Services, including parking passes and patient valuables lock up, are available at the Cashier Office, located on Level 2 beside Admitting, near the Main Entrance. Office hours are 7:30 a.m. - 7:30 p.m. weekdays and 9:00 a.m. - 5:00 p.m. weekends except holidays. Outside of office hours, please see Admitting for limited cashier services. Patients may also pay invoices using online banking or at their bank. For further information, please call 684-6611 opt 2. All uninsured procedures must be prepaid. Deposits on preferred accommodations not covered by insurance are required. All account balances not covered by OHIP or your insurance provider are to be paid upon discharge. You may pay all outstanding accounts by cash, cheque, credit card, or Interac. If you know that you will be discharged outside of office hours, please arrange to settle your account in advance. Please bring your Ontario Health Card and any other health insurance information. Billing services, assistance in verifying insurance coverage, and/or acquiring preferred accommodations are also available from our Billing staff located in the Emergency Department. Hours of service are 7:30 a.m. 9:00 p.m. weekdays and 10:30 a.m. - 6:30 p.m. weekends, except holidays. For assistance, please call 684-6072 or 684-6617. If our staff is out of the office assisting other patients, please leave a message and we will get back to you as soon as possible. 29


Flavours Cafeteria

Gift Shop & Lottery Centre

The Flavours Cafeteria is situated on Level 1 at the base of the Grand Staircase, and is open to all staff, patients, families, and visitors to our facility..

Seasons is Thunder Bay Regional Health Sciences Centre’s Gift Shop and Lottery Ticket Centre. It is owned and operated by the Volunteer Association to Thunder Bay Regional Health Sciences Centre, with the mandate to conduct business as a fundraising effort for the Hospital.

Weekly menus are posted, providing guests with information on our feature daily menus. Our team prepares fresh, healthy, and flavourful food choices daily and we strive to create an environment where everyone is ‘Eating Healthy Together’. Cash, Debit, Visa, American Express, and MasterCard are accepted. Hours of Operation: Monday - Friday 7:00 a.m. - 6:30 p.m. Saturday/Sunday/Stat Holidays 9:00 a.m. - 6:15 p.m. Lunch: Lunch is served daily from 11:15 a.m. - 1:30 p.m. Dinner is served from 4:30 p.m. - 6:30 p.m. (Monday-Friday), and from 4:30 p.m. 6:15 p.m. on weekends. A selection of grill items is also available from 11:30 a.m. - 6:30 p.m.

Hours of Service: Monday – Friday 9:00 a.m. – 4:00 p.m. Holiday Hours: Seasons is closed on New Year’s Day, Easter Sunday, Easter Monday, Victoria Day, Canada Day, August Civic Holiday, Labour Day, Thanksgiving, Christmas Day and Boxing Day. Seasons Gift Shop The shop sells an array of gift items, magazines, and grooming aids as well as a wide variety of food products, including products specifically for people living with diabetes. Lottery Shop Seasons is a full service Lottery Shop For more information call 684-6717

Comment Cards located by the cashiers. We welcome your feedback.

Vending Machines Vending Machines are located throughout the Hospital including the Main Lobby and in the Emergency Department.

30

Thunder Bay Regional Health Sciences Centre


Feedback Leads to Improvements In compliance with the Excellent Care for All Act, Thunder Bay Regional Health Sciences Centre would like to ensure ease of access for the public to share their concerns, compliments and feedback. Thunder Bay Regional Health Sciences Centre values the input of our patients and families as well as our external partners.

happened to you while a patient of Thunder Bay Regional Health Sciences Centre, the preferred method is to deal directly with staff:

Compliments and concerns can be submitted electronically or in writing. If you wish to express a concern or compliment about anything that has

Tell a staff member who is with you and ask for a response

Ask to speak with a Department Manager

Ask to speak with the VP Clinical

Submit your comments online via the Compliments and Concerns Form at this link: https://feedback.tbrhsc.net/

Provide Your Feedback

Patient and Family Centred Care Your care is important to us. We strive to deliver care that is centred on patients and families. This means our physicians, staff and volunteers will partner with you to create a welcoming, caring, and safe environment built on dignity and respect. Our goal is to deliver optimal care for every patient, every time. If you have received care and services in the past at Thunder Bay Regional Health Sciences Centre and have concerns/ compliments contact the Quality and Risk Management Department at 684-6019 or submit online at https://feedback.tbrhsc.net

HEALTHY TOGETHER

Patient Advocate A Patient Advocate’s primary function is to listen; to acknowledge and address inpatient and care partner concerns. Once a patient’s needs have been identified, an advocate helps to facilitate collaboration between the multidisciplinary health care team, and the patient themselves. Additionally, navigating the complexities of the health care system can be a daunting task – thus the Patient Advocate acts both as a guide, and a resource for our inpatient and outpatient population. If you are a patient or a care partner of a patient currently receiving services within Thunder Bay Regional Health Sciences Centre and would like to speak to a patient advocate call (807) 684-6211.

31


Become a volunteer Volunteers are active in a number of roles and departments throughout the hospital. We welcome new volunteers and accept applications throughout the year from adults and students age 16 and over. Volunteers are expected to commit to volunteering for 6 months or longer. Please contact Volunteer Services office at 684-6266, or apply online through our website at www.tbrhsc.net. Applications are also available at the Information Desk.

Be an Organ Donor

Patient Satisfaction Surveys As part of our efforts to improve your experience, we regularly survey patients. You may randomly receive a survey by mail after you stay at the Hospital. The survey takes about 15 minutes to complete and we appreciate all responses. If you do not wish to receive a survey please contact PFCC at 684-PFCC (7322).

Our hospital offers the option of organ donation. If you would like information about organ donation (including eye donation), please ask a member of the health care team or call Trillium Gift of Life at 1-877-363-8456.

32

Thunder Bay Regional Health Sciences Centre


Thunder Bay Regional Health Research Institute is the research arm of the Thunder Bay Regional Health Sciences Centre Since our region is unique in its health care needs and challenges, it makes sense that our research program would be unique as well. The Thunder Bay Regional Health Research Institute promotes patient-centred research that focuses on finding interventions and other procedures to solve health care challenges most prevalent in Northwestern Ontario – interventions and other procedures that also have global applications.

HEALTHY TOGETHER

We encourage strong collaborations between our scientists and clinicians at the Thunder Bay Regional Health Sciences Centre and throughout the region to find homegrown solutions to the health care challenges that affect us most. The Health Research Institute follows the Council of Academic Hospitals of Ontario tenets of Healthier, Wealthier, and Smarter. Learn more by visiting www.tbrhri.ca

33


Together, For Better Your donations to the Health Sciences Foundation support new medical equipment, technology, and treatment programs in all areas of health care, so you can get better. When you make a donation, you can honour the health care professionals who went out of their way to give you the best care possible. Your donation strengthens our whole team and helps hundreds of others just like you. Behind every good caregiver is someone like you who decided to help make a difference. Please share your story with us. We’d love to hear from you and are happy to pass your message to any individual or team you identify. Drop by our office next to Robin’s Donuts in the main lobby, call us at 345-4673, or visit www.healthsciencesfoundation.ca No matter where you direct your gift, or how much you choose to give, we are truly grateful. Thank you.

Choose Where to Give Area of Highest Need – Your donation will support the most critical health care equipment needs at the Thunder Bay Regional Health Sciences Centre. Northern Cancer Fund – Your donation will support exceptional cancer care in Northwestern Ontario. Northern Cardiac Fund – Your donation will support world-class cardiac care in Northwestern Ontario. Area of Your Choice – Choose to donate to any area of care you have a connection to: Emergency, Renal, Neurology, Paediatrics, or any other area or department. Contact Information: Telephone: 807-345-4673 Website: www.healthsciencesfoundation.ca Email: info@healthsciencesfoundation.ca Facebook.com/ healthsciencesfoundation Instagram and Twitter @tbrhsf

34

Thunder Bay Regional Health Sciences Centre


Together, we’re Healing Our Hearts at Home

It’s our time Bring Cardiovascular Surgery to Northwestern Ontario

Donate today at

OurHeartsAtHome.ca call 807-345-4673 HEALTHY TOGETHER

35


Other Community Supports

Accommodations (For a complete list of accommodations in Thunder Bay and District please consult the Yellow Pages directory or call 2-1-1 or visit http://search.211north.ca/) Ramada by Wyndham Thunder Bay Airlane Hotel

Tbaytel Tamarack House

698 W. Arthur Street, Thunder Bay, ON

5th Floor, Medical Centre, Thunder Bay, ON 984 Oliver Road

Tel: 1-800-465-5003 Fax: 807-475-4852

Tel: 807-684-7799 Toll Free 1-877-696-7223

Website: www.airlanehotel.com

Tbaytel Tamarack House provides accommodation and a “home away from home” at a small cost for regional cancer patients and their families. Tbaytel Tamarack House has a full kitchen, bedrooms, lounge, entertainment, and laundry areas for you to use. Residents are responsible for their own meals;

Available on a first-come, first-serve basis, if Tbaytel Tamarack House is completely booked, the lodge attendant will help you and your family find a suitable hotel room close to the Cancer Centre.

Special guest room rates are offered for patients travelling to Thunder Bay for doctor’s appointments, hospital visits, or tests.

Wequedong Lodge of Thunder Bay 435 Balmoral Street, Thunder Bay, ON Tel: 807-623-1432 Fax: 807-623-8155 Website: www.weqlodge.org •

36

Wequedong Lodge is a non-profit that provides accommodations, meals, translation, transportation and referral services to First Nations (on and off reserve), Metis, and Inuit clients accessing medical care in Thunder Bay.

Thunder Bay Regional Health Sciences Centre


Health Care Services (For a complete list of health care services available in Thunder Bay and District please call 2-1-1 or visit http://search.211north.ca/) Anishnawbe Mushkiki Aboriginal Health Access Centre

NorWest Community Health Centre Thunder Bay

1260 Golf Links Rd 3rd Floor, Thunder Bay, ON

525 Simpson Street, Thunder Bay, ON

Tel: 807-623-0383 Website: www.mushkiki.com

Tel: 807-622-8235 Toll Free: 1-866-357-5454

The Aboriginal Health Access Centre is an Indigenous community-led, primary health care organization. They provide a combination of traditional wellness, primary care, cultural programs, health promotion programs, community development initiatives, and social support services to First Nations, Métis and Inuit communities. Programs include:

Website: www.norwestchc.org

Diabetes management

Fetal alcohol spectrum disorder

Immunization Clinic: 807-625-8346 or 807-625-5903

Healthy eating active living

Sexual Health Clinic: 807-625-5976

Traditional wellness

Toll Free: 1-888-294-6630

Operates as a community-based organization offering primary health care and health promotion programs in areas within the district.

Thunder Bay District Health Unit 999 Balmoral Street, Thunder Bay, ON Main Office: 807-625-5900

Dilico Anishinabek Family Care-Thunder Bay

Website: www.tbdhu.com

200 Anemki Place, Fort William First Nation, ON

Clinics open to the public:

Tel: 807-623-8511 Toll-Free: 1-800-475-3985

Routine Immunizations (by appointment);

Sexual Health Clinics;

Website : www.dilico.com

Nurse Practitioner;

Provides individual, family, and community health programs and services for the life journey of all Anishinabek people;

Anonymous HIV Testing;

Travellers Immunizations (by appointment);

Services include health promotion, disease prevention, chronic disease management, primary health care, and community and personal support.

Flu Shots (by appointment).

HEALTHY TOGETHER

37


COMMUNITY SUPPORTERS

COMMUNITY SUPPORTERS While Healthy Together Thunder Bay is extremely grateful to all advertisers for making this directory possible at no cost to the hospital, it does not endorse in any way the advertisements contained in it.

Accommodations Best Western Thunder Bay Crossroads.......... 38 Days Inn Thunder Bay North.... 39 Associations Canadian Mental Health Association........................................41 Bras & Swimwear Brand New You Mastectomy Boutique............... 39 Counselling Services Alpha Court Community Mental Health Services................................41 Sexual Abuse Centre Thunder Bay................................... 39 Mastectomy Products Brand New You Mastectomy Boutique............... 39

38

Mental Health Services Alpha Court Community Mental Health Services................................41 Canadian Mental Health Association........................................41 Nursing Homes St. Josephs Care Group Thunder Bay...................................40

655 Arthur Street W., Thunder Bay, Ontario • P7E 5R6

807-577-4241 | 800-265-3253 Hot Breakfast, free airport shuttle

Wherever Life Takes You, Best Western Is There.®

Thunder Bay Regional Health Sciences Centre


C O M M U N I T Y S U P P O R T E R S

8 07- 3 4 5 - 0 8 9 4 CRISIS LINE

807.344.4502 TOLL FREE NUMBER

1.866.311.5927

www.tbsasa.org

• Counselling • Client Advocacy • All Genders 14 years and over • Services available to victims and their families NO FEE FOR SERVICE

Lori Vanhapelto ADP Certified Fitter

By Appointment only - Personalized in home visits available

174 Amelia St. East, Thunder Bay, ON P7E 3Z4 Ph (807) 345-7911 • Toll Free 1-888-290-5463 brandnewyou@tbaytel.net

PROSTHESES • BRAS SWIMWEAR

www.brandnewyoumastectomyboutique.com HEALTHY TOGETHER

39


COMMUNITY SUPPORTERS

sjcg@tbh.net • sjcg.net facebook.com/stjosephscaregroup

Here for You When You Need Us With Care, Compassion and Commitment, St. Joseph’s Care Group provides holistic, safe, and client-centred care to the residents of Northwestern Ontario. Addictions & Mental Health, Rehabilitative Care and Seniors’ Health services are provided from multiple sites in Thunder Bay. St. Joseph’s Hospital Corporate Office Rehabilitative Care Medically Complex Services Hospice/Palliative Care Mental Health Rehabilitation Specialized Geriatric Services (807) 343-2431 Toll free 1-800-209-9034 Balmoral Centre Withdrawal Management Services Rapid Access Addiction Medicine (RAAM) Clinic (807) 623-6515 Behavioural Sciences Centre Employer Support & Assessment Services (807) 623-7677 Hogarth Riverview Manor Long-Term Care Regional Behavioural Health Services (807) 625-1110 Sister Leila Greco Apartments Seniors’ Supportive Housing (807) 625-1126

Care

Compassion Commitment 40

Sister Margaret Smith Centre Concurrent Rehabilitation Services Gambling & Behavioural Addictions Eating Disorders Program Adult and Youth Addictions Child & Adolescent Psychiatric Services (807) 684-5100 St. Joseph’s Health Centre Mental Health Outpatient Programs Community Support Programs Northwestern Ontario Peer Connections Team Werks Co-operative Project ECHO Chronic Pain Management Mental Health Supportive Housing (807) 624-3400 St. Joseph’s Heritage Manor House Adult Day Program Bethammi Nursing Home Diabetes Health Senior’s Supportive Housing (PR Cook Apartments) St. Joseph’s Foundation of Thunder Bay (807) 768-4400

Learn more at sjcg.net

Thunder Bay Regional Health Sciences Centre


C O M M U N I T Y

LET'S TALK WE LISTEN. WE HEAR YOU. We can help.

S U P P O R T E R S

24 HOUR MENTAL HEALTH SUPPORT RESOURCES AVAILABLE

807-346-8282

District / Toll-Free: 1-888-269-3100 24/7 CRISIS PHONE LINE FOR YOUTH AND ADULTS WHO ARE EXPERIENCING A MENTAL HEALTH CRISIS.

meet alpha Court Finding help for a mental health or substance use problem is an important step in discovering your path to wellness.

Supporting the Community Since 1988 The Mission of Alpha Court is to provide individualized, recovery-orientated support and housing for people who experience mental health or addiction challenges in Thunder Bay.

CommuniTy menTal HealTH and addiCTion serviCes

221 Wilson Street, Thunder Bay, ON 8 0 7.683.8200 www.alphacourt.ca

HEALTHY TOGETHER

|

Alpha Court offers a range of programs and services designed to meet the needs of people experiencing mental health issues or problematic substance use. • Addiction Supported Housing (ASH) • Community Mental Health Programs • Homelessness Initiative Project (HIPII) • Ooshke Bemahdesewin Program • Rapid Response Outreach Services • Psycho-educational groups • Recreational opportunities

TesT imonies “If it wasn’t for Alpha Court coming to see me and helping me figure out what I needed, I would not be back on my feet with a job.” “Very satisfied with service and approach to problems.” “Alpha Court listened to my problems and understood my situation. The worker treated me for who I am; an intelligent and rational person who has issues. Without my worker, I would not be where I am now. I would highly recommend services to others.”

41


980 Oliver Road Thunder Bay Ontario P7B 6V4 www.tbrhsc.net

Phone: (807) 684-6000 E-mail: tbrhsc@tbh.net