Michael Garron Hospital Patient and Family Guide

Welcome to Michael Garron Hospital

Dear patients, clients and family members,

On behalf of the entire team at Michael Garron Hospital (MGH), I would like to welcome you to our community. We understand this may be a difficult time for you and your family and our staff, physicians and volunteers are committed to offering you a supportive and inclusive place of healing during your stay with us. We wish you a safe recovery as we work together to transition you back to the comfort and safety of your home or another health care facility as soon as possible.

We hope this Patient Guide will help to answer any questions you may have during your hospital stay. If you wish to speak to someone, we encourage you to reach out to a member of your care team, the manager on your unit, or the Patient Relations Department.

For 90 years, MGH has been the heart of East Toronto, strengthening our vibrant, diverse community by providing excellent health care. We believe in partnering with you to deliver high-quality, compassionate care, tailored to your needs – because your voice matters most when it comes to making decisions about your health.

We serve over 300,000 people in 22 distinct neighbourhoods across East Toronto and beyond, from delivering babies, caring for children during their formative years, to providing emergency, mental health or surgical services, and enhancing quality of life and providing pain relief for people with lifelimiting illnesses. But we also understand that your health and well-being doesn’t stop when you leave our hospital; that’s why we also work closely with our community partners, family physicians and health providers across East Toronto to offer you more seamless transitions from the hospital, back into the community and connect you with services that help keep you well.

With the support of our community, we opened the new Ken and Marilyn Thomson Patient Care Centre (Thomson Centre) in 2023. Modern, bright and thoughtfully designed, the Thomson Centre adds 550,000 square feet to our hospital, with 215 inpatient beds for our surgical, medicine and mental health facilities.

Your comments and suggestions are important to us. We encourage you to give us feedback that will help us understand how we can make your visit as comfortable as possible.

Sincerely,

Wolf Klassen President and CEO, Interim Michael Garron Hospital

MICHAEL GARRON HOSPITAL REDEVELOPMENT PROJECT

MICHAEL GARRON HOSPITAL REDEVELOPMENT PROJECT

WHY WE’RE REDEVELOPING

PROJECT FEATURES

PROJECT FEATURES

PROJECT FEATURES

- 215 acute care inpatient beds

- 80% single patient bedrooms with private washrooms

- Use of natural light

- Clear intuitive signage

- Four levels of underground parking

- Green rooftop gardens

- Expansive vehicular drop off

- Lush community landscaping

- Central food court and retail spaces

- Co-located clinics for ease of access

- State of the art technology and equipment

- Spacious and efficient clinical workspaces

STAY CONNECTED...

WHY WE’RE REDEVELOPING

Throughout history, Michael Garron Hospital (MGH) has continually adapted its campus and facilities to meet the changing health care needs of the community. Today, we find ourselves in a position that we can no longer rely on expansion. We must replace some of our most out-dated clinical care areas and create a welcoming, safe and efficient facility for our patients and their families.

Michael Garron Hospital’s redevelopment includes: the demolition of some of our outdated wings, the creation of an eight storey Patient Care Centre and three storey podium at the corner of Coxwell and Sammon Avenues, and renovations to some of our existing spaces.

STAY CONNECTED...

We’re very excited about this transformational project as it is the largest construction project in the history of Michael Garron Hospital; a project that will forever change the organization and the we provide to the community.

WHY WE’RE REDEVELOPING STAY CONNECTED...

MGH has continually adapted its campus and facilities to meet the changing health care needs of the community. Michael Garron Hospital’s redevelopment includes the creation of the 8-storey Ken and Marilyn Thomson Patient Care Centre (Thomson Centre) at the corner of Coxwell and Sammon Avenues, which opened in winter 2023. In addition to the opening of the Thomson Centre, the hospital’s campus-wide redevelopment project will continue until 2024 with the demolition of outdated wings and renovations to existing spaces.

We’re very excited about the next phase of this transformational project as it is the largest construction project in the history of Michael Garron Hospital; a project that will forever change the organization and the care we provide to the community.

The new Ken and Marilyn Thomson Patient Care Centre opened to the public in 2023

PLEASE NOTE: We are constantly changing to meet your needs. The

may

Michael Garron Hospital Mission, Vision and Values

Vision

Create Health. Build Community.

Mission

Our community inspires us to deliver exemplary care, develop innovative partnerships and mentor the next generation of providers. Together we will make a difference and change the face of health in east Toronto and beyond.

Values

Compassion. Integrity. Courage. Accountability.

Hospital Map

Please note: Due to MGH’s ongoing campus redevelopment, this map may be out of date. Please visit our website for the most recent map: tehn.ca/hospital-campus-map

Inclusive Care

Accessibility

We are committed to providing accessible service for all. We will provide integrated services when we can. We will respect the dignity and independence of persons with disabilities.

Persons with disabilities will have an equal opportunity to access and use the services at MGH. The hospital’s Accessibility Plan can be found under the “Patient and Visitors” section of our website at www.tehn.ca

Baby Friendly

The hospital is Baby Friendly designated. As a Baby-Friendly hospital we focus on the needs of the newborns and help birth parents/ mothers and families to give their infant the best possible start in life. We encourage and help breastfeeding parents to successfully initiate and continue to breastfeed their babies and therefore have received special recognition for having done so.

As part of our Baby-Friendly practices, we have 24-hour rooming in, where baby stays in your room throughout your stay so that you learn about your new baby’s feeding cues. We strive to promote mother-infant bonding. We encourage skin-toskin care, a practice that enhances bonding and encourages more feeds between parent/mother and baby. We also recognize that not all new parents will choose to breastfeed – be assured that we are here to assist you with formula feeding, as well.

Indigenous Health Services

We acknowledge the rich diversity, history and heritage of Indigenous people across the Greater Toronto Area and Southern Ontario. We are honoured and privileged to live and work on these lands.

We are committed to building stronger relationships with Indigenous communities and to creating an environment that supports culture and tradition and improves health outcomes for Indigenous peoples. If you identify as First Nations, Inuit or metis and are coming to MGH for care, the Spiritual Health Team with work with community health partners to access traditional medicines, ceremony, traditional healers and Elders.

If you are receiving treatment in our Oncology Department, staff and Spiritual Health can help you access our sacred drum, gifted to the hospital in partnership with the Indigenous Cancer Care Program.

Rights and Responsibilities

Our Commitment To Each Other

At Michael Garron Hospital (MGH), patients, family members, friends, staff, physicians, volunteers, and learners are committed to working together.

When we work together, care is safe, appropriate, patient-centred, and in line with our values.

Everyone at MGH will:

• Give and receive fair and compassionate treatment regardless of religion, ethnic origin, age, sex, gender identity, gender expression, sexual orientation, or ability.

• Commit to respecting traditional healing practices, ceremonies, and medicines as part of a community member’s healing journey.

• Welcome family and friends to be a part of care, as wanted by the patient.

• Communicate in a way that is clear, open and honest.

• Share information that will help make informed care and treatment decisions.

• Listen to and respect each other’s ideas and choices.

• Respect each other’s privacy.

• Create a safe place to talk about what went well and what can be improved.

• Work together to build a safe environment.

• Work together to make things better. We’re here to support you. If you have feedback or a concern, please contact the unit manager or Patient Relations:

416-469-6096 patient.relations@tehn.ca

Patient Relations Office

At MGH, we value feedback from patients and families so that we can better understand how they experience our care and services. The Patient Relations office provides patients and families a supportive opportunity to share compliments, concerns, questions, or suggestions about their experiences at MGH.

The Patient Relations office supports patients, families, and community members by:

• Answering questions about services at the hospital and explaining hospital policies and procedures.

• Assisting with healthcare system navigation

• Listening to concerns and discussing reasonable follow-up options.

• Identifying the appropriate staff member, leader, or physician to address concerns

• Facilitating the complaint resolution process.

Contacting the Patient Relations Office:

• In person: The office is located on the main floor - B Wing, Room B117, open Monday to Friday, 8:00 a.m. to 4:00 p.m. (excluding holidays)

• By phone: Extension 6096 from inside the hospital or 416-469-6096 from outside the hospital. Outside of office hours please leave a message and we will return your call within one business day.

• By email: patient.relations@tehn.ca

• By mail: The Patient Relations Specialist

Michael Garron Hospital

825 Coxwell Avenue Toronto, ON M4C 3E7

Your Healthcare Team

Your medical team will help care for you while you are in the hospital. Your medical team will include:

• Attending Physician: A doctor who is in charge of your care while you are in hospital. They also supervise the fellows, residents, or medical students who may also be involved in your care.

• Resident or Fellow: A doctor or clinician who is completing their training at the hospital.

• Registered Nurses: Keep track of your health and well-being, and teach you about your illness or injury. They also supervise nursing students who may also be involved in your care. Each day, you may have 2 to 3 different nurses. And may include:

• Consulting Physician: A specialist doctor who is asked by the Attending Physician to give recommendations about specific aspects of your care. They also supervise the fellows, residents, or medical students who may also be involved with the consultation.

• Physician Assistant: A medically educated clinician who works with the doctors. They help assess and manage your health and medical needs while you are in the hospital.

• Nurse Practitioner: A nurse who has additional education and specialized training to assess and manage your medical needs and plan your care. They can make diagnoses, order tests, interpret results, and prescribe medications. Depending on your needs, other care team members may also help support you and help you prepare to leave the hospital. This could include:

• Dietitian: Helps you choose the right foods for your meal planning.

• Occupational Therapist: Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

• Physiotherapist: Helps you plan how to be more independent by building your strength, balance and coordination.

• Social Worker: Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

• Speech-Language Pathologist: Helps with problems talking or swallowing.

• Home and Community Care Support Services staff: Help set you up with care in the community to support your transition home or find you a long-term care home, if needed.

Michael Garron Hospital (MGH) is a teaching partner with the University of Toronto and a number of other learning institutes. During your time at the hospital you may be seen by medical trainees and students. In addition, the hospital continuously participates in research studies and innovative initiatives.

Spiritual Health

MGH Spiritual Health Practitioners are Registered Psychotherapists (CRPO) or affiliated with the Canadian Association of Spiritual Care (CASC). They are available to provide:

• Emotional Support (suffering & coping)

• Religious Support (prayers & rituals)

• Spiritual Support (meaning & purpose)

• Grief Support (death & loss)

• Family and Care Giver Support

If you, or one of your family members, would like to speak with a Spiritual Health Professional, please ask any member of your care team to connect you. You can also contact Spiritual Health directly at 416-461-8272 ext. 6550. Spiritual Health Practitioners are on-site Monday – Friday from 8:30 am to 4:30 pm.

Volunteer Services

More than 500 volunteers give thousands of hours each year to help in over 40 areas of the hospital. Volunteers are an important part of providing patients with excellent care at the hospital.

Volunteers offer many services like:

• Pet therapy

• Therapeutic Touch

• Friendly visiting

• Comfort Choir

• Knitted blanket delivery

To access services or to become a volunteer at the hospital, please contact Volunteer Services at volunteer@tehn.ca.

Parking Rates

Parking

MGH’s main public parking is in the Thomson Centre Underground Parking Garage (entrance on Sammon Avenue east of Coxwell). Patients and visitors are encouraged to park on P1 and P2 of the Thomson Centre garage. Please note that as of November 1, 2022, the Sammon Avenue Visitor Lot (west of Coxwell) is no longer available for public parking.

Monday - Friday

Every 20 minutes or less costs ........................... $3

Maximum (6:00 a.m. – 6:00 p.m.) ................... $22

Flat rate (6:00 p.m. – 6:00 a.m.) ........................ $7

24-hour maximum…………………………………………$28.10

Weekends and Holidays

Flat Rate (6:00 a.m. – 6:00 p.m.) ........................ $7

Flat Rate (6:00 p.m. – 6:00 a.m.) ........................ $7

Lost Ticket (minimum fee) ............................... $22

Long Term Parking Passes

We have 5, 10 and 30-day hospital parking passes available to patients, families and visitors. Parking passes provide access for patients and visitors with in-out privileges 24-hours per day and are transferable for up to three vehicles for the Thomson Centre Underground Parking Garage. Parking passes can be obtained by visiting the Admitting department (G1) on the first floor, open Monday to Friday 5:45 a.m. to 5:30 p.m.

• 5-day pass ............................................ $70.25

• 10-day pass ........................................ $140.50

• 30-day pass ........................................ $421.50

Parking Meters and Wheelchair Accessible Spaces

Several wheelchair accessible parking spaces are located in the Thomson Centre underground parking garage. Parking meters are also located throughout the campus and are monitored 24 hours per day, seven days per week. Please be aware that all street parking meters are operated and enforced by the City of Toronto in accordance with the City of Toronto parking bylaws. Vehicles parked at expired meters or spaces will be ticketed.

Pay and Display Parking

Parking machines are located within both parking lots and accept bills, coins and credit cards.

Coxwell Avenue Driveway

Parking is prohibited in the Coxwell Avenue driveway as it is a fire route. Vehicles parked in the driveway will be ticketed by the City of Toronto.

Admission to the Hospital

If you or a family member is being admitted to the hospital, or you are visiting a friend or family member, we want your stay to be as comfortable as possible and for everyone to be informed. Please speak to a member of your care team if you have any questions or concerns. This section of the Patient and Family Guide shares information about what you can expect when admitted to the hospital and preparing to go home.

Food Services

Patient Food Services

We prepare and serve over 1,000 patient meals daily, ensuring that meals and menus are nutritionally balanced.

We offer a choice menu system based on individual dietary requirements and preferences as per your/your clinician’s guidance. Meal items are chosen for the next day.

Food Services staff will serve your meals during the following times:

• Breakfast: 7:40 a.m. to 9:00 a.m.

• Lunch: 11:40 a.m. to 1:00 p.m.

• Dinner 4:40 p.m. to 6:00 p.m.

Services in your Room

Telephone Service

Bedside telephone services are available only in some of the patient rooms. This will enable you to make and receive external calls. External calls can be received from 7:30 a.m. - 9:00 p.m. To place a call from the bedside phone please dial “9” followed by the phone number. Once you are discharged please remember to let your friends and family know that you are leaving so the next patient does not receive your calls.

You are welcome to bring your personal cell phone for use while in hospital.

Free Guest WiFi

MGH offers free guest WiFi. To access MGH’s WiFi, simply connect to the “MGH_ Guest” network, which will require an acceptance of the Guest WiFi terms of service. There is no password required.

Using your Call Bell

When you press your call bell button, a call will go to your nurse. Your nurse will get an alert on a device they are carrying. If your nurse doesn’t answer right away, they may be with another patient, in a public area, or unable to receive your call. All clinical or confidential discussions about your care should happen in-person and not on through the call bell system.

Your Insurance Coverage

If you are a resident of Canada, you must have your health card with you on every visit. This shows that your healthcare services are paid for by your government health insurance plan. In Ontario this is the Ontario Health Insurance Plan (OHIP).

Please let us know if you have private insurance coverage. We are not able to contact insurance companies to ask about coverage.

• Ask your insurance company if you have semi-private or private room coverage. If your insurance does not cover the total cost of the room you have selected, you need to pay the difference. Specific room types are subject to availability.

• If you are on maternity leave and are the primary holder of the insurance policy, ask your insurance company if you have coverage while on leave. We do not bill travel insurance companies for charges. You will need to pay these charges directly to the hospital and request payment from your insurance company. Government health insurance plans pay for services that are medically necessary and pay for standard ward rooms.

The following are not covered by government insurance:

• Semi-private and private rooms

• Ambulance transfer services

• In-room telephone

• Orthopaedic equipment (e.g. crutches, canes, walkers, collars)

• The Deluxe Private Birthing Suite with jacuzzi for maternity patients

If you do not have valid federal and provincial government insurance coverage, you will pay for all charges during your stay. This includes standard room fees, physician fees, and diagnostic exams or tests. If you do not have insurance coverage, you will be asked to sign a guarantee of payment agreement. Payments can be made by cash, cheque, debit, Visa, Master Card or American Express. You can also pay online by selecting “Michael Garron Hospital” or “Toronto East Health Network” through your online banking service.

Your Substitute Decision-Maker

What is a Substitute Decision-Maker (SDM)?

A SDM is someone who is legally able to make healthcare decisions on your behalf. This is only if you are not able to make them for yourself. You automatically have an SDM if you live in Ontario.

Who is my SDM?

• By law, your SDM is your closest living relative(s) by blood or marriage, unless you legally appoint a SDM.

• Look at the chart to see who your SDM is.

• If you have appointed an Attorney for Personal Care, this person(s) will be your SDM.

Why would I appoint an Attorney for Personal Care?

• You want to choose someone other than your automatic SDM.

• You want a specific person (or people) to act as your SDM(s).

• You have multiple people at the same level in the hierarchy (for example, multiple children, siblings, etc.) and you want only one or a few to act as your SDM(s).

• You want to choose a specific order or choose a backup SDM. For example, you may want your spouse first but a close friend as a second/backup Power of Attorney (POA).

Why are you asking about my SDM if I can make my own decisions?

We want to make sure we have your correct SDM on file. This is part of keeping a correct record of your healthcare. The people asking you to confirm your SDM do not ask you because they know something scary about your health that you don’t know about. Your SDM will not be contacted or asked to make healthcare decisions unless you are unable to make them for yourself. Examples could be if you are in surgery, or if you are on medications that affect your ability to think clearly. Your SDM may also have to make decisions in life-threatening or emergency situations. It’s important that your SDM knows what’s important to you and how you make your healthcare decisions.

What’s the difference between an SDM and an alternate contact?

The alternate contact is not a decision-maker. This person cannot legally make healthcare decisions for you. This might be a friend or family member who is not your SDM. This person may be able to help reach your SDM, especially in cases when your SDM is out of town. Your alternate contact may be someone who helps you get to medical appointments, or knows another way of reaching you or your SDM.

MGH Care Partners

At MGH, we know that the support of family and friends (chosen by the patient) is an essential part of the healing process. We are committed to growing our culture of Patient-and-Family-Centered Care where friends and family members are seen as essential care partners who are key players in the quality, safety, and experience of patient care. In November 2020, MGH launched a Care Partners program to formally recognize the role of family caregivers. A Care Partner is someone that a patient chooses to support their care. The Care Partner role will vary depending on the patient’s needs, but can include:

• Communicating with the healthcare team and helping them better understand the patient’s needs and preferences.

• Helping to relieve stress and anxiety.

• Helping patients with their daily activities such as eating and drinking, going to the washroom, or getting up out of bed.

• Working with the team to create the patient’s care plan. If you are interested in becoming a Care Partner or want to know more information about the program, please speak to the clinical team or contact Patient Relations (416-469-6096, patient.relations@tehn.ca).

Keeping patients safe is a priority for everyone at the hospital. We want you and your family to be an active member of your own healthcare team. You can do this by asking questions when you do not understand information that is shared with you, and speaking up if you have questions. This section provides you with information on how to stay safe while in the hospital.

Seasonal Respiratory Virus

What You Need to Know

Seasonal respiratory viruses are easily spread through coughing and sneezing. One highly infectious seasonal virus is the flu (influenza) Symptoms of the flu can include fever, chills, cough, sneezing, runny nose, headache, body aches, and weakness. The flu can be spread by breathing in droplets that have been coughed or sneezed into the air by a person who has the flu. The flu virus can live on surfaces (door knobs, chairs, tables) for several hours. You can get the flu if you touch contaminated surfaces, and then touch your eyes, mouth and nose.

Here’s what you can do to help prevent the spread of the flu

• Get your flu shot. This is one of the best ways to protect yourself from the flu.

• Do not visit the hospital if you are feeling sick.

• Clean your hands often. You can use soap and water, or alcohol-based hand rub. Some of our providers may wear a mask when they are treating patients. Please do not be alarmed. They are doing their part to help prevent the spread of the flu virus.

Outbreaks

In the event of an outbreak of an infectious disease, hospital staff will work with Toronto Public Health to stop its spread in the hospital. If there is an outbreak, take steps to keep patients, visitors, staff, and volunteers safe. MGH may limit visiting in some areas/units if there is an outbreak. During an outbreak, MGH will share information with patients, families, and visitors. We will tell you when the outbreak is over, and when the control measures are lifted.

Falls Prevention

What can you do to prevent a fall in hospital?

• Know what you can and can’t do.

• Listen to staff members who will tell you if it is safe to get in and out of bed or off the toilet by yourself.

• Do not climb over the bed rails or the end of the bed. Call staff for help.

• Wear flat, supportive shoes with non-skid soles when you are walking or getting in and out of a bed or a chair.

• Turn the lights on before getting up, especially at night.

Use the aids or devices you need when moving about. Examples are glasses, hearing aids, walkers, and canes.

Patient Identification

• Hospital staff and physicians will check your identity before giving any care, service or procedure. Examples are:

• When filling out paperwork

• Before a blood sample

• Before an x-ray

• When you get medication

• Before treatment

• To check your identify, staff need 2 of the following:

• full name

• birth date

• health card number

• home address

• approved photo

• Staff must check your identity before every care interaction. This means you will be checked multiple times a day, even if you are familiar with your care team and/or have been at the hospital for a while.

• You should expect a check. Ask us if you are not sure if your provider has checked your identity. Remember, you are a partner in your care.

Medication Safety

When you come to the hospital

Your care team needs to know the medications you are taking. This will help them give you the best medication for your situation. You should keep an updated list of all the medications you take and any allergies you have. You can keep this list on your fridge or in your wallet. This list should include:

• All your medications, including prescription and non-prescription drugs, supplements, vitamins, and herbal remedies.

• Information about your medications, including the name, the dose, the reasons for taking it, and the doctor that prescribed it.

• Any allergic or bad reactions you have to medicine or food. Here is an example of a Medication List: Here

Allergies: Advil – caused rash

Here is a template for a Medication List you can use for your medications.

Here is a template for a Medication List you can use for your medications.

Allergies and Reactions

• If possible, bring your medications in their original containers when you come to the hospital.

• If you bring your medications to the hospital, do not take your own medications unless the health care team has told you to do so.

When you leave the hospital

You may get prescriptions for new medications, or you may be told to change or stop taking your medications from home. Make sure you understand any changes:

• Ask why you were given new medications.

• Ask how you are supposed to take your new medications.

• Ask how long you are supposed to take your new medications.

• Ask if you think you are missing a medication.

• Ask how you will know if your medication is working.

• Ask about the side effects of your medications. When you are back at home fill out the Medication List.

Blood Clot Prevention

A person has a greater risk of getting a blood clot once they have been admitted to the hospital. Deep vein thrombosis (DVT) is a clot that forms in the deep veins of the body. DVT is often in the legs because it is harder to maintain blood flow in the lower body. It is very bad if a blood clot breaks off and moves through the bloodstream and gets stuck in the lungs. This is called a pulmonary embolism and can be life-threatening.

There are many factors that increase blood clot risk. Some examples are reduced mobility, surgery or trauma, increased estrogen (i.e. pregnancy, birth control), medical conditions (i.e. cancer), previous blood clot history, family history of blood clots, smoking, obesity, and older age. Ask your doctor or provider if you are at risk for blood clots. Also ask if you should be on a medication to prevent blood clots.

Know the symptoms of a blood clot

The symptoms of DVT are usually in the leg, but may also be in the foot, ankle, calf, whole leg, or arm.

Symptoms are: pain, swelling, skin discolouration (blue, purple, or red), and warmth.

Pulmonary embolism symptoms are: shortness of breath, chest pain, cough, and a very fast heart rate. Tell your care team right away if you have any of these symptoms.

Safe use of Antibiotics

Antibiotics can be used to treat infections caused by bacteria. They are a common medication but there are still risks to taking antibiotics. If you need antibiotics, your care team will make sure they are used properly. If antibiotics are not used properly, it can lead to side effects, antibiotic resistance, and put you at an increased risk of other serious infections. An example is Clostridium difficile infection (also called C. difficile or C. diff). If you have questions about our approach to antibiotics, you can speak to the pharmacist on your unit. You can also email the antimicrobial stewardship pharmacist at aspinfo@tehn.ca.

Preventing Pressure Injuries

What is a pressure injury?

Pressure injuries are sores on the skin (also called bedsores). They can happen when you are lying in bed in one position for a long time. They usually happen over bony areas such as the hips, ankles, heels, and tail bone. They can also happen over the bridge of the nose or top of the ears when a patient is wearing an oxygen mask for long periods.

You can help with bedsores by:

• Changing your position every 2 hours during the day, and every 4 hours at night. Patients in wheelchairs need to shift their weight every 15 minutes, or change their position every hour.

• If you are unable to move, let your care team know that you need to move to a new position.

• Staying away from things that could harm the skin, like hot water and harsh soaps.

• Using a moisture cream to keep your skin hydrated.

• Eating well and drinking at least 1.5 liters of liquid per day.

Fire Precautions

You may hear “Code Red” announced on the overhead system. It is used when a fire alarm has been activated, there is fire or smoke, or if there is a fire drill. Fire drills are done every month. Staff will tell you what to do and where to go. Fire exits are clearly marked in the hospital.

When there is a Safety Issue

Disclosure

When you visit a health professional or hospital, you expect the safest healthcare available. Even in the best circumstances, the unexpected can happen. We call this an accident or adverse event. We take these safety issues very seriously.

Accidents or adverse events do not happen very often. When they do, we believe the patient and their representative should know about it. This process is called disclosure. We will share what happened, why it happened, and what we are doing to stop a similar event from happening again.

What if I’m part of an adverse event?

If there is an adverse event during your care, your care team will talk to you and, if you wish, your family, about what happened. You can also talk to your care team about any changes to your care plan that may be needed because of the event.

What will happen next?

When there is an adverse event, we take steps to stop it from happening again. The care team will investigate what went wrong. You will be told about what we’re doing to stop the same thing from happening to someone else. We will keep you up-to-date with the investigation. If you wish, we can set up a meeting to tell you about what changes we’ve made to try to stop the same event from happening again.

We will answer all of your questions honestly and openly.

Security

Photo I.D. Security Badges

Our Protection Services staff are highly trained and dedicated to the safety of patients, visitors and staff. To report an incident contact Protection Services at 416469-6016 (ext. 6016 on internal phones), 24 hours a day / 7 days per week.

Hospital Identification Badges

All staff, physicians and volunteers at MGH wear a hospital identification badge, which includes their name, department and picture.

If you are unsure about any person with whom you are interacting, the hospital encourages you to ask for identification, or if necessary, call a nurse for assistance.

Violence and Crime Prevention

Everyone’s safety and security is our number one priority.

Violence Prevention

• For the protection of everyone, we have a Zero Tolerance Policy for any and all forms of abuse.

• Our hospital has the right to ask patients and visitors to leave, or to take legal action, if we feel our violence prevention policy has been violated.

•

If you experience any form of abuse, please speak with your care provider, supervisor or manager of the department right away.

Crime Prevention

• Protection Services monitors all areas of the hospital, including the hospital parking areas and the hospital exterior.

• To ensure everyone’s safety, Protection Services’ staff makes sure all hospital policies are observed and criminal activity on hospital property is prevented.

• Everyone’s safety and security is our number one priority.

Patient Valuables

During your stay at MGH, please do not bring valuables to the hospital. Examples are cash, credit cards, jewelry, etc.

If you come to MGH with valuables please ask your family/friends to take them home. If this is not possible, please let your care team know. They can arrange for Protection Services to pick up and hold them. Items will be recorded and stored in a safe. You will get a receipt.

To get items from the safe when you leave, call Protection Services at ext. 6016. You will need to give them your receipt.

To keep personal belongings safe, we recommend that patients, caregivers, or family members:

• Label items whenever possible

• Check with your denture provider about the options available for labeling dentures

• Bring an appropriate storage container for belongings and ensure it can be accessed daily

• Never leave dentures, hearing aids, glasses or phones on the meal tray

• Check the tray table, bedside table, and patient locker for belongings when transferring rooms or being discharged home

• Ask staff to return any medications brought to hospital

If you have lost your belongings while at the hospital, we will do our best to help locate them. Please report the missing items to the unit/area Manager immediately. If you have already left the hospital, please contact Patient Relations to coordinate a search.

Your Right and Our Responsibility

Michael Garron Hospital is committed to protecting the privacy and personal health information of our patients.

During your hospital stay, if you do not want anyone to know you are at MGH, please let your healthcare team know and we will put a confidentiality flag beside your name in our computer system. Then, if anyone asks about you (including family and friends calling or arriving to visit), they will be told that we do not have any information about you. Otherwise, if someone does call to inquire about you, we will tell them you are staying in our hospital; however we will not release any details about your visit, health or personal information.

Please speak to your nurse if you would like your confidentiality status changed. For more information about privacy rights related to your personal health information, please ask your care provider for a copy of our privacy pamphlet. Michael Garron Hospital Foundation raises money to enhance the hospital’s programs and services. The Foundation may write to you when they are raising money, or send you mailings about their services or upcoming special events. If you do not wish to be contacted by the Foundation, please let us know by contacting the privacy office.

How to Contact Us:

If you need more information about how the hospital protects the privacy of your information or if you have questions regarding our practices, contact: Privacy Officer 416-469-6580 ext. 7781 (ext. 7781 on internal phones) privacy@tehn.ca

Use of Cell Phones or other Recording Devices

No photography, video recording or audio recording is permitted on hospital property without expressed permission. This is to ensure the privacy and confidentiality rights of patients, physicians, staff, volunteers, and other members of the public, including patients and visitors, are protected. Please speak with your care provider to obtain appropriate permission. If following a discussion with the care provider you have any further questions please contact the hospital’s Privacy Office.

Culture of Quiet

We want to reduce noise so you can get the rest you need during your hospital stay. Too much noise in hospitals can have harmful effects such as:

• Interrupting needed rest and sleep

• Making your heart beat faster and harder

• Slowing down wound healing

• Changing the way you deal with everyday worries

Most inpatient areas have a special Quiet Time when staff make an extra effort to lower noise so you can get the rest you need.

• We understand that visitors are important to you

• We encourage you to use earphones to enjoy your TV and music

• You will always get the care you need. Your care providers will check on you as usual but will not wake you up unless it is important

Visiting Patients

• MGH has a video visit program. If you would like to set up a video visit, please email FamilyVisitVideo@tehn.ca.

• The healthcare team will work with the patient to decide the number of visitors welcomed at a time. The size of the room and if it is a shared room may limit the number of visitors at one time.

Please check with your loved one’s healthcare team to learn about special guidelines for that unit.

• Please do not visit if you are not feeling well or have symptoms of illness.

• Clean your hands with soap and water or alcohol-based hand sanitizer:

• Before you go into a patient’s room.

• After you leave a patient’s room. Before and after touching and/or feeding your loved one.

• Please do not use the bathroom in the patient’s room. Staff can tell you where to find the nearest public washroom.

• Please do not leave any leftover food in the patient’s room. Patient rooms are not able to safely store or heat perishable food items.

• Children under 12 are welcome to visit if they are with an adult who is not the patient.

• Please enter through the Emergency Department if you are visiting between 11:00 p.m. and 6:00 a.m. Staff will give you a “family” sticker.

• Please talk to the healthcare team if you would like to bring your family pet (cat or dog) to visit.

Please speak to the supervisor or manager of the unit/department if you have questions or concerns about visiting.

Infection Prevention and Control

At MGH, our top priority is keeping patients, visitors, staff and volunteers safe and healthy. Everyone has a role in keeping the hospital safe and healthy.

Please do not visit if you have any of these symptoms:

• Fever or chills.

• Nausea, vomiting and/or diarrhea.

• Cough, sore throat, runny or stuffy nose.

• An eye infection (such as pink eye).

• A new or unexplained rash.

• Any other symptom that might be infectious.

Patients with symptoms of an infectious illness are isolated from other patients. Anyone seeing these patients needs to wear special protection. A sign is put on the room door to let people know what type of protection is needed. You many need to wear a mask, gown, or gloves to keep yourself and the patient safe. An example of an isolation precaution sign you may see at the hospital can be seen on page 25. If you are visiting a loved one who has been isolated, you must follow the directions on the sign. These directions will keep you and others safe during and after the visit. Please ask a nurse if you do not understand the directions on the sign.

Hand Hygiene

Cleaning or washing your hands is the best way to stop the spread of germs. In hospitals, alcohol-based hand rub (also called hand sanitizer) is the best way to clean your hands when they are not visibly dirty. Hand sanitizer is faster than soap and water, is found throughout the hospital, and has moisturizers that help your hands from getting dry and chapped.

While at the hospital, you must clean your hands:

• When you come into the hospital.

• Before you go into the patient’s room.

• Before you eat or drink.

• When you leave the patient’s room.

• When you leave the hospital.

How to clean your hands with hand sanitizer

Add 1-2 pumps of sanitizer to dry hands.

Rub hands together, with palms facing each other.

Rub in between and around fingers.

Rub the back of each hand with the palm of the other hand.

Rub the fingertips of each hand in the palm of the other hand.

Rub each thumb with the opposite hand.

Rub hands until dry. Do not use paper towel.

Hands are clean once they are dry. This will take about 15 seconds.

Plants and Flowers

Plants and flowers are cheerful gifts for patients but soil and plants have bacteria. They may not be healthy for patients who are recovering. Plants and flowers are not allowed in critical care areas of the hospital:

• Special Care Nursery (SCN)

• Intensive Care Unit (ICU)

• Cardiac Integrated Unit (CIU)

• Oncology (H7)

Scent Sensitive Policy

The hospital is a fragrance-free building. Some people may have scent sensitivities or allergies. Please do not wear perfumes, colognes, and scented creams.

Smoking Policy

The hospital is a smoke-free building. There is no smoking or using e-cigarettes both inside and outside. Outside includes the grounds of the hospital, driveways, and parking lots.

Questions or Concerns for my Healthcare Team

Going Home

The Discharge Process

We know that preparing for discharge, either to your home or to another facility, can feel confusing and overwhelming, especially at the beginning of your care journey. Your care team will work with you, your family and/ caregiver(s) to provide the best plan possible for your safe transition from hospital.

How does discharge work at Michael Garron Hospital?

After you are admitted to the hospital, your health care team will work with you to determine your care goals and plan for the day when you will leave the hospital. This is called your day of discharge. You are considered to be ready for discharge when your health care team determines that you no longer need medical care at the hospital

Conversations about your discharge will take place soon after you are admitted. Knowing when you will leave the hospital can help you, your family and caregiver(s) plan ahead and explore your options. Your health care team can also arrange any follow-up care you may need in time for when you leave the hospital.

You might be transferred to a different unit or another site/hospital during their stay. This depends on your needs and where you can best receive the care you require. Your health care team will keep you informed of any possible transfers. No matter which unit, site, or hospital you are transferred to, they will always help you prepare to leave the hospital.

Where will I go after I’m discharged?

Most patients will go home from the hospital. This is called the home first approach. If you need care at home, Home and Community Care Support Services will talk to you while you are still at MGH about your care needs and what resources in the community might be right for you. They may contact you by phone or in person, depending on your situation. Ask your health care team for more information.

What do I need to do to prepare for discharge home?

Once you know your day of discharge, you need to arrange your own transportation home. If you need help, ask your health care team for a list of phone numbers for travel options, such as an ambulance, taxi or wheelchair accessible taxi. Please note: Michael Garron Hospital does not pay for your transportation to leave the hospital.

What if my needs can’t be met at home?

If your needs cannot be met at home, your health care team will work with you to decide what type of facility can best provide the care you need. A care site could include:

• Inpatient rehabilitation

• A reactivation care centre

• A transitional care unit

• Complex continuing care

• Convalescent care

• A long-term care home

• A retirement home

• Supportive housing

• Palliative care

• A hospital in your local community

If you are eligible for one or more of these care sites, your health care team will help you apply to and transfer there.

What happens if I need long-term care?

If your needs can best be met in a long-term care home, your care team and a placement co-ordinator from Home and Community Care Support Services will work with you to find a home. This may include placement in a long-term care home where you will wait until a space becomes available in your preferred home.

Can I wait in hospital for a long-term care home?

Hospitals are not designed to meet a person’s supportive or rehabilitative needs. There is evidence that while you wait in hospital, without the social and recreational supports provided in settings such as long-term care, you could be at risk for physical and cognitive decline. You may also be at risk for hospital-based infections. Your timely admission into a long-term care home will ensure you get the health and personal care required to support your independence, safety and quality of life.

Who do I contact if I have questions about leaving the hospital?

Speak with any member of your care team. They are here to support you.

Prescriptions

If you want to fill your prescriptions at the hospital there is a Pharmasave on the first floor, C-wing. Pharmasave will pick up a prescription from your hospital room and have it ready for you when you leave. To call Pharmasave, dial ext. 6149 or 416778-1221.

Home Care and Other Health Centres

If you and/or your family are worried about going home, please talk to your care team early on in your stay. Your family can use the white board in your room to write down any questions.

LHIN Home and Community may be able to offer some support if you need help at home. Many services that used to only be offered in hospital are now provided in the community. These services will need to be coordinated with your care team. When you leave the hospital, you may go home, or you may go to another facility.

If you are going to another facility, we will help with this planning. To help us plan the best place for you to be, we may need to talk with you and your family member/substitute decision maker each day you are in the hospital.

If you need to wait for a bed in another facility, we will do our best to get you support so you can wait at home. If you are approved to stay in the hospital while you are waiting for Long- Term Care or Complex Continuing Care, you will need to pay a co-payment fee. The cost is set by the Ministry of Health and Long-Term Care. We know that you and your family will need to make many choices before you leave the hospital. Your healthcare team is here to support you in making the healthcare choices that are best for you.

Paying your Bill

To pay your bill, please visit the Business Office on the first floor, C-wing. The Business Office hours are Monday to Friday from 8:00 a.m. to 4:00 p.m.

Access to Health Records

If you have questions about your health records while in the hospital please ask your healthcare provider.

Release of Information and Health Records Department

The office is located on the main floor, A-Wing, room A-126. Open Monday to Friday, 8:30 a.m. to 4:00 p.m.

If you would like a copy of your medical report(s) after you leave the hospital, you need to complete a “Request Access to Personal Health Records” form and show valid photo identification with a signature. There is a fee for this service.

Your family doctor will receive copies of your medical reports at no charge to you unless you have indicated that you do not want copies sent to them upon registration.

Please note: If your family doctor requests a copy of your medical reports and they are not listed as your doctor in the hospital system, we will not be able to provide a copy. Please check with your healthcare provider to make sure your family doctor is correct on your medical record. If your doctor’s name is wrong or missing, please call admitting at 416-469-6381 to update your records.

Access Your Health Records

MyChart is a secure website that allows you to access your health records 24 hours a day, seven days per week, anywhere in the World! With MyChart access you can:

• View your health records such as test results, medications and other medical information

• Share your records with your family members, your friends and your caregivers

• View your upcoming appointments

• Create appointment reminders

• To sign up for Mychart, please visit our Health Records Department (A126) Or email at ROIRECORDS@tehn.ca. Health Records will email you a unique user code for you to sign up for MY Chart.

Hospital Services

Many of our retail services will undergo temporary closures or moves between January and December 2023

Bank Machines

Bank machines can be found in the Coxwell Main Lobby or G-Wing Mortimer Lobby.

Flowers

Fresh arrangements of flowers are available in the hospital’s gift shop, The General Store, located in the Coxwell Lobby. Flowers can be delivered by volunteers directly to a patient’s room by dialing ext. 6050 on internal phones. Plants and flowers are not allowed in critical care areas of the hospital.

Gift Shop – The General Store

Located in the Coxwell Lobby

Open weekdays from 9:00 a.m. to 8:00 p.m. and weekends from 12:00 p.m. to 5:00p.m. where you can find snacks, beverages, gift items and cards.

Interpreter Service

For our non-English speaking patients, an interpretation service is available 24 hours per day, seven days per week. Please ask your care provider about the service.

Retailers

Retail Services (operating hours may be subject to change)

Athen’s Pastries

• Located on H-wing, 1st floor, G-wing

• Weekdays: 7:00 a.m. to 10:00 p.m.

• Saturday: 8:00 a.m. to 9:00 p.m.

• Sunday: 9:00 a.m. to 9:00 p.m.

Apple Café

• Located at 840 Coxwell Ave (across the street from the hospital)

• Weekdays: 7:00 a.m. to 4:00 p.m.

Oriental Chopsticks

• Located on the 1st and 4th floor, G-wing

• Weekdays: 6:45 a.m. to 8:30 p.m.

• Saturday: 8:00 a.m. to 6:00 p.m.

• Sunday: 10:00 a.m. to 6:30 p.m.

Pharmasave Pharmacy

• Located on the 1st floor, C-wing

• Weekdays: 8:00 a.m. to 7:30 p.m.

• Saturdays: 9:00 a.m. to 5:00 p.m.

• Sundays: 10:00 a.m. to 5:00 p.m.

Subway Sub

• Located on the 1st floor, C-wing

• Weekdays: 7:00 a.m. to midnight

• Saturday & Sunday: 9:00a.m. to midnight

Coffee House

• Located in the Coxwell Lobby

• Weekdays: 6:00 a.m. to 9:00 p.m.

• Saturday & Sunday: 7:00a.m. to 7:00 p.m.

U-naru Sushi

• Located on the 1st floor, G-wing

• Weekdays: 9:00 a.m. to 7:30 p.m.

Vending Machines

Various locations throughout the hospital:

• H-wing, 4th floor

• Mortimer Lobby

• G-wing, 1st floor

• entrance to B2

• H7 beside H7 elevator

Michael Garron Hospital is extremely grateful to all advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by Michael Garron Hospital.

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Your Health Care Be Involved

Be involved in your health care. Speak up if you have questions or concerns about your care.

Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment.

Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food.

Make sure you know what to do when you go home from the hospital or from your medical appointment.