Toronto Grace Health Centre Patient Services Directory

Page 1

PATIENT SERVICES DIRECTORY torontogracehealthcentretorontogracehctorontogracehealthcentre Giving Hope Today 650 Church Street Toronto, ON M4Y 2G5 Tel: (416) 925-2251 Fax: (416) 925-3211 Please be advised that due to COVID-19, some information in this handbook may have changed. For questions or concerns, please speak to your healthcare team.

Welcome to The Salvation Army Toronto Grace Health Centre!

team is committed to providing you with the best patient-centred health care possible. They will assist you in understanding your medical condition, explain your options and help you to make decisions about your care. They will work with you to develop and implement your care plan, and provide you with educational materials specific to your health care needs to support you in how to take care of yourself. Should you have any questions at any time, your health care team is available to talk with you or your family/caregiver. We welcome any suggestions you have about the way your care is provided, and we want you to know that we take both your health care and comments seriously. Our goal is to meet your expectations. I want to personally thank you for placing your trust in the Toronto Grace health care team, and we welcome this opportunity to provide care to you and your family/

Message from Jake Tran, President & CEO

Dear Patient and Family Members/Caregivers,

PresidentJakeRegards,caregiver.Tran & CEO

The Toronto Grace is a 150-bed hospital and is a mission of The Salvation Army. Our vision is to provide exceptional and compassionate care for all. This is accomplished by partnering with you to meet your 3 VisionIntroduction&CoreValues ............................. 4 The Salvation Army Toronto Grace Health Centre ........................................ 4 Hospital Programs 5 Spiritual Care ......................................... 8 The Interprofessional Health Care Team. 8 Patient Bill of Rights and Responsibilities ...................................... 9 Hospital Services Admitting Office ................................. 10 Accommodation Information ................ 10 Patient Billing/Accounts Office 10 Parking ................................................ 10 Patient TV & Phone Rental Services Hospitality Network .............................. 11 Visiting 11 Infection Prevention and Control .......... 11 Admission, Discharge Planning and Transfers ....................................... 12 Confidential & Privacy Practices (Personal Health Information Protection Act) 13 Measuring Health Equity “We Ask Because We Care” 14 Patient Room Signage ......................... 14 Patient Relations .................................. 14 Personal Property ................................ 14 Wheelchairs & Wheelchair Accessories ......................................... 15 Food Services 16 Patient Pantry ...................................... 16 Out-Patient Clinics 16 Education & Research Activities .......... 17 Accessibility 17 Patient Passes ..................................... 17 Your Care During Your Stay 17 Medications ......................................... 17 Falls Prevention 17 Advance Care Planning & Treatment Directives 18 Safe Patient Mobility ............................ 18 Fire Response 18 Smoke-Free Facility ............................. 18 Scent-Free Environment ..................... 19 Latex-Free Facility ............................... 19 Garden 19 General Information................... 20 Your Gift to the Toronto Grace 21 Community Supporters ............ 22 Table of Contents PLEASE NOTE: We are constantly changing to meet your needs. The information presented here may be subject to change. In order to preserve patient confidentiality cell phones, cameras and other devices may NOT be used to photograph, take video images or record conversations of any consent.withoutmemberphysician,patient,stafforvolunteersigned

Excellence: We strive to be the best at what we do and a model for others to emulate. Integrity: We are honest, trustworthy and accountable.

Committed: We are committed to the pursuit of innovation and effectiveness. Co-operation: We encourage and foster teamwork and partnerships.

Celebration: We give thanks by marking milestones and successes.


The TGHC is committed to patient- and family-centred care focused on partnering with you to understand your needs in order to meet your goals of care and treatment.

The Salvation Army Toronto Grace Health Centre (TGHC) provides specialized care and services to those individuals who require Complex Continuing Care, Post Acute Care Rehabilitation, Palliative Care and Integrated Transitional Services.

4 Toronto Grace Health Centre

The Salvation Army Toronto Grace Health Centre

The care and services provided at TGHC help facilitate the patient flow through the health care system for individuals prior to their return to the community.

Compassion: We reach out to others and care for them. Respect: We promote the dignity of all persons.

Exceptional and compassionate care for all. In fulfilling our vision the following seven values drive our work:

Complex Continuing Care (CCC): 5

Acquired Brain Injury (ABI):

An ABI is defined as brain damage caused by events after birth, and not related to a congenital disorder or a developmental disability. ABI can result in cognitive, physical, emotional or Hospital Programs behavioural impairments that lead to permanent or temporary changes in functioning.OurABIprogram provides a slowpaced rehabilitation approach, with the goal to transition ABI patients to a high tolerance, low duration rehabilitation centre where ultimately they can return to the community including home.

CCC provides care and services to patients who have multiple complex needs requiring ongoing and frequent medical/nursing assessment and intervention; compromised respiratory systems that require ongoing and specialized intervention, pressure injury and skin management, and care needs that exceed the capacity of community care

Grace RECOVER Program for Chronic Critical Illness: The Grace RECOVER Program for Chronic Critical Illness seeks to provide a holistic care environment for complex critically ill patients who have required prolonged mechanical ventilation in acute care hospital Intensive Care Units (ICUs) within Toronto. We are focused on rehabilitation and liberation from mechanical ventilation for those patients who are able to achieve this goal and on transition to community-based home ventilation for those eligible patients who are unable to wean from mechanical ventilation in the Grace RECOVER

Theproviders.goalis to enhance function. We begin discharge planning with all CCC patients on admission as CCC is an interim resource and not a destination. The program ensures that patients are encouraged to participate in their own care while working with the interprofessional health care team.

Post-Transplant & LVAD Rehabilitaion Program:

The RECOVER Program - Post-ICU Rehab:

Our PACR program provides care for individuals who are medically stable, but lack the physical endurance and/ or cognitive capacity to tolerate a demanding rehabilitation program following an acute care hospitalization for injury, illness or transplant. Our patients may be experiencing an exacerbation of chronic disease or suffer impairment secondary to injury (e.g., following immobilization from a surgical procedure after a fall or acute treatment following a stroke).

PACR is also provided for frail elderly who are medically stable (require less intensive medical management), able to tolerate a rehabilitation program and who possess the capacity to benefit from prescribed daily activities and lowintensity rehabilitation prior to a return to the community.

Bariatic Program: A Bariatric Program has been introduced at TGHC in partnership with the Ministry of Health. Obesity is a chronic medical condition that posses significant health risks. A person with a Body Mass Index (BMI) of 30 or more is generally considered obese. There has been an identified population of people living with obesity in the community

Assess and Restore Program:

6 Toronto Grace Health Centre Program. For all patients and their caregivers, we strive to optimize physical and cognitive function, mental health and quality of life. Our program is patientand family-centred and unique in the province and country, and led by Critical Care Physicians from the University of Toronto and the Toronto community with support from an expert interprofessional team.

In 2016 TGHC formally implemented a program in collaboration with University Health Network (UHN) to provide patients with post-transplant and left ventricular assist device (LVAD) rehabilitation. The health care teams work collaboratively between the two hospitals to promote a continuity of care that helps to reduce risk. The benefit for patients is that they can expect a shortened acute care stay and earlier access to CCC rehab services. The goal is to provide post-transplant patients with timely rehabilitation and best patient outcomes for their return to the community.

Post Acute Care Rehabilitaiton (PACR):

TGHC has formed a partnership with the UHNs Toronto General Hospital to provide patients post-Intensive Care Unit (ICU) rehabilitation. This will lead the establishment of a continuum of care pathway for patients and families following a critical illness. Safely and incrementally the patient will be transferred from critical care to TGHC and be collaboratively followed by the interprofessional health care teams from each site. This new program will form research in the development of The RECOVER Program pathway as a provincial/national and international practice standard. The goal is to provide the patient with timely rehabilitation in preparation for their return to the community.

Wound Care: In our wound care program patients and their families/caregivers are at the center of the wound care process. Our program reinforces preventative strategies, provides ongoing assessment, and appropriate management of wounds and wound care education. During wound rounds members of the interprofessional health care team and the patient and their family collaborate in establishing a wound care protocol and resolving any patient related concerns.

Mental Health: The Mental Health Program provides mental health diagnosis and treatment for patients experiencing mental health disorders and strategies to address alcohol and drug misuse, anxiety who, due to their BMI, and other medical comorbidities are at increased risk of admission to the emergency department (ED) and hospitalization. Our program allows patients to be transferred from a healthcare institution or the community to actively participate with the goal of weight loss, developing a healthy eating and lifestyle habit with active dedicated monitoring using appropriate technologies and care coordination, in rehabilitation to support patients in their return to the community.

Intergrated Transitional Services: Integrated Transitional Services (ITS) provides a community setting at The Salvation Army Toronto Harbour Light Ministries (THLM) at 160 Jarvis Street, Toronto. The unit, which is staffed by a nurse, mental health case manager, professional support workers and unit clerk, is equipped with modern bathrooms, a meal serving pantry, as well as a care station. The goal is to transfer up to thirty patients to the ITS unit at the THLM from OH-Toronto hospitals.ThisITS Program supports the TGHC’s goal of providing patients with a seamless health care pathway from acute care to the community. When all stakeholders (OH-Toronto, TGHC, THLM, and Reconnect) are focused on the goal of providing ALC clients in a compassionate and exceptional health care environment, these clients with appropriate supports, are better able to successfully transition back to the community.


Palliative Care: The palliative care team addresses the needs of patients and their families, primarily to improve the quality of life for individuals suffering incurable, progressive illness. A team of health care professionals bring their expertise to provide quality care to adults 18 years and older who require end-of-life support. Respite care is also provided to a maximum of two (2) weeks to enable caregiver relief. Medical Assistance in Dying (MAID) is not provided at the TGHC. Physicians and staff at the hospital recognize that patients have the right to information about end-of-life options, including seeking information about and/or pursuing medical assistance in dying. For any patient who wishes to pursue medical assistance in dying and meets the eligibility criteria, appropriate and timely transfer of care to another facility will be provided.

Spiritual Care Spiritual Care is fundamental to TGHC’s commitment to holistic care. Spiritual Care reflects care of the whole person – spirit, mind and body. In times of illness and crisis, an individual’s sense of meaning, purpose and worth can be challenged. A Chaplain can offer: rites Spiritual practices

The chaplains work in an interfaith capacity with individuals from all faiths and with those who are not part of a traditional faith. It is through working from this perceptive we demonstrate our respect for diversity in culture, beliefs and practice. Chaplains are available for patients, families, staff, physicians and volunteers.Services are held in the Chapel on Thursday’s and every Sunday. Channel 78 on the Hospitality Network TVs provides televised services directly from the TGHCs Chapel, and spiritual music at other times.

are: • Chaplains • Chiropodists • Clinical Dietitians • Music Therapist • Patient ManagersCare(PCM) • Patient Caregivers • Patients • Pharmacists • Physicians • Physiotherapists (PT) • TherapistsOccupational(OT) • Recreation Therapists • Registered Nurses (RN) & (RPN)PracticalRegisteredNurses • TherapistsRespiratoryRegistered(RRT) • AssistantsRehabilitation • PathologistsSpeech-Language(SLP) • Social Workers • Unit Clerks • Volunteers

• A quiet presence • Active listening • Empathy • Encouragement • Prayer • Religious

The team

A collaborative interprofessional model of care is part of our patient-centred approach. members

TGHC has an experienced, committed interprofessional health care team who value respect, dignity and the unique contribution of all. The team consists of health practitioners from different disciplines who work together to address patient care goals. There is ongoing communication among team members, and with patients and families to ensure that various aspects of an individual’s health care needs are integrated and addressed.

The Interprofessional Health Care Team

The Post Acute Care Rehabilitation program is led by a General Internal Medicine physician with daily interprofessional care conferences. The Chronic Critical Illness Program is led by a team of critical care physicians with daily interprofessional care conferences. The Complex Continuing Care physicians visit with patients twice a week. The Palliative Care physicians are here Monday to Friday. All programs have on-call physician coverage for after hours and weekends. disorder, mood disorders, schizophrenia, and geriatric mental health disorders including dementia, delirium and depression.

8 Toronto Grace Health Centre


CENTRE has a ZERO TOLERANCE POLICY for ALL FORMS OF ABUSE. We reserve the right to take appropriate measures, which may include requesting you to leave, if the policy is violated. Thank you for your cooperation

Quality Of Life Rights•Treated with respect • Shown kindness and compassion • A positive and stimulating atmosphere • Participating in the goal-setting and the choices being made • Participating in group activities • Spiritual and emotional support • Volunteers visiting on a regular Responsibilitiesbasis • Partner with staff in your care • Participate with staff on your treatment plan; goals and discharge plan • Treat others with dignity and respect • Respect the policies of the hospital as applicable Communication Rights•Knowing the names of the healthcare providers • Knowing what is expected of patients entering the facility • Receiving education on medications • Being notified when there are changes in care • Feeling welcome to ask questions and be fully informed Patient Bill of Rights and Responsibilities Responsibilities • Communicate with staff • Inform staff of changes in your condition • Bring any concerns you might have to the attention of staff • Respect for privacy of fellow patients and confidentiality of patient information Safety Rights•Knowing someone will come by to check on patients regularly • Knowing patient call bell will be answered promptly • Safe and clean environment Responsibilities•Participatein safety activities such as hand-washing, falls prevention and medication safety • Report any safety concerns Our hospital is a safe place for everyone who enters our doors. We are committed to providing a SAFE, HEALTHY, SECURE and RESPECTFUL environment in which to WORK, VISIT or RECEIVE CARE, through the prevention of VIOLENT, ABUSIVE, BULLYING and AGGRESSIVE BEHAVIOUR.

10 Toronto Grace Health Centre Admitting • Hours of operation: 8:00 a.m. to 4:00 p.m. Monday to Friday • Phone Number: 416-925-2251 ext. 230 • Fax Number: 416-925-0939 Accommodation Information Every effort will be made to accommodate your preferred room request (private, semi-private or ward). Situations may arise where we are not able to fulfill your request because of the medical requirements of other patients. Your understanding is appreciated. Hospital Services Payment for room co-payment is made at the: Patient Billing/Accounts Office Is Located On The Main Floor. • Business Hours: 8:30 a.m. to 4:30 p.m. • Phone: 416-925-2251 ext. Patients236are responsible to arrange and pay for all costs for transportation for appointments and/or discharge home. Parking Parking guidelines and rates are available at the Weston Family Welcome Centre. Please speak with the Welcome Centre staff for further information.

Patient TV & Phone Rental Services Hospitality Network TV and phone rental services are provided by Hospitality Network. From bedside phone dial 4000, or from any phone dial 1-866-223-3686 to speak to a Call Centre Agent. Call Centre hours: Mon-Fri 8:30am-11:00pm; Sat & Sun 10:30am-8:00pm – Have your floor, room, bed and credit card information ready. For more information: Channel 78 provides televised services directly from the TGHCs Chapel. Visiting Visiting patients in hospital is an integral part of health care, and can help promote the patient’s wellbeing. Families and visitors are asked to work with the health care team to ensure that there is provision for rest time in a quiet environment for patients, and to allow staff to provide patient care and treatment.Allvisitors are required to sign-in and sign-out at the Weston Family Welcome Centre.Forthe safety and security of everyone in the building the entrance from the parking lot will be locked between the hours of 8:00 p.m. to 8:00 a.m. Intercom access is available. Visitors are welcome at any time during the day or evening up to 9:00 p.m. Special visitation needs of each patient’s family will be assessed and accommodated as required. In order to ensure patient privacy staying overnight with a family member requires approval of the Patient Care Manager.


Infection Prevention and Control

Patients will be placed on ‘precautions’ if they are exhibiting signs of infection or if lab results indicate isolation is required. Precaution signs will be posted in front of the patient’s door that provide specific directions to prevent and contain the spread of Patients,infection.familymembers and visitors are to observe and comply with all ‘precaution’ directions. In cases of outbreaks, there will be communications posted at the Weston Family Welcome Centre and throughout the hospital, and if required, outside a patient’s door.

Proper hand washing is the best way to prevent the spread of infections. Patients, family members/caregivers and visitors are to wash their hands before entering and leaving a patient’s room, the hospital and any care areas. Health care team members are to wash their hands before providing care.

Family/caregivers/visitors are not to come to visit if they are sick or feeling unwell. They should not visit if they are experiencing any of the following symptoms: cough, fever, runny nose, sore throat or diarrhea. Coming in and visiting with these symptoms poses a risk to patients. Do not hesitate to ask the care team or request to speak to a member of the infection prevention and control team with any questions.

In order to provide safe and appropriate care, it may be necessary to move patients from one room to another. If such a move is necessary the health care team makes every r easonable effort, when possible, to inform patients and/or SDMs prior to the move.

• If you qualify for a Long-Term Care Home (LTCH), you must choose five (5) LTCH. Three (3) of the choices must have a short wait time of less than six (6) months for admission. For facilities outside of Ontario Health-Toronto Region, one (1) short wait time LTC must be within the Ontario Health-Toronto Region and the other two (2) in the Ontario Health of your choice. The choice must be provided to the Social Worker within ten (10) business days.


A bed holding policy has been

Should a patient become acutely ill and require emergency care they are sent to the closest acute care facility. In consultation with the physician a nurse will place a 911 call requesting an ambulance transfer and will provide treatment until the ambulance arrives.

• Paying all fees associated with your stay at the TGHC (such as semi/private rooms, and applicable co-payment charges in Complex Continuing Care and Alternate Level of Care (ALC).)

• Complying with the discharge date and leaving the hospital on the given date.

Discharge planning includes:

Toronto Grace Health Centre

Admission, Discharge Planning and Transfers

• Working with the Ontario HealthToronto Region Community Care Services staff to determine the level of services required in the community.

The health care team provides regular assessment to determine when a patients’ care needs can be appropriately met at home or in a different care setting. These assessments are communicated to patients or the SDMs, and discharge plans are developed collaboratively.

• Accepting the first available bed offer in a facility of your choice.

All Ontario hospitals must promptly discharge patients who no longer require their care. When you are deemed ready for discharge, you are required be transferred to your next destination. This ensures that beds are available for those in greatest need of complex continuing care. The Ministry of Health has specified that should a discharged patient refuse to leave, their stay becomes uninsured and they are to be charged the Ontario Hospitals Interprovincial per diem rate.

TGHC’s health care team works with each patient, or if appropriate, the substitute decision-maker (SDM) and family to ensure that patients are in a care setting that meets their needs and optimizes a return to the community in a planned and timely way. A discharge planning discussion will be initiated at the point of admission.

The TGHC is committed to protecting the privacy of patient information (PHI). We also collect PHI directly from patients or the person acting on their behalf. We may also collect PHI information from other sources if we have obtained consent to do so or if the law permits. The PHI that we collect may include, for example, contact information, medical history, and records of the care received at TGHC or other facilities. PHI may be accessed and/or contributed to through a shared electronic information system in order to provide patients with the best possible care (i.e., ALC wait times, Resource, Matching & Referral (RM&R) electronic referral, medication profile, provincial electronic health records). Under the Ontario Privacy law, we are permitted to use and disclose PHI for the delivery of direct patient care, administration of the health care system, improvement of health care services, research, fundraising, and to meet legal requirements.Privacyrights will be respected. Should patients have questions or concerns about privacy practices or wish to withdraw consent (subject to legal exceptions), please contact: Health Records Department/Privacy Office by Phone: 416.925.2251 ext. 223; Fax: Email:416.925.0939;

Confidential & Privacy Practices (Personal Health Information Protection Act)

In order to preserve patient confidentiality cell phones, cameras and other devices may NOT be used to photograph, take video images or record conversations of any patient, physician, staff member or volunteer without signed consent.

introduced across the province which includes: i) A rehab or CCC bed will not be held when a patient is admitted to acute care, and ii) Patients will be given priority for readmission to the same program/service if the patient’s care needs have not changed, and the patient continues to meet the criteria for the program. Patient transportation is arranged by TGHC staff and will be paid for by the TGHC only for patients requiring non-routine medical services that are not provided with the TGHC, such as diagnostic, surgical, fracture clinic, specialists, etc. Patient transportation for all routine supplemental medical services such as dental, hearing, optometry, etc., can be arranged by the TGHC, however the patient is responsible for arranging their own transportation and to secure someone to accompany them for the appointments if deemed required. The physician will determine whether the appointment is considered an essential medical service or routine.

14 Toronto Grace Health Centre

If you or a family member/caregiver have any concerns with any services or care provided please speak with the Patient Care Manager (PCM) on the unit. The PCM will review the situation and provide you with feedback. Your input is appreciated and important to us. Personal Property TGHC cannot accept responsibility for lost, stolen or damaged items. Patients are responsible for the safety of their belongings during a hospital stay. We advise that patients not bring large amounts of cash and that they leave valuables at home for safe keeping. Please label all personal belongings while in hospital. Patients are encouraged to bring comfortable clothing, running/supportive shoes, and toiletries (tooth brush, tooth paste, shaving supplies, shampoo and soap) to the hospital. Patient belongings are to be kept in the assigned patient locker and side table. Due to infection control and fire safety regulations patients are limited to one bag of belongings. Please note that we have limited space. Any excess will be sent home.Patient’s electrical equipment including razors, hair dryers, flat irons, lap tops and tablets may be brought to the

The TGHC is committed to patientand family-centred care. Guided by the Excellent Care for All Act (ECFAA) Regulation 188/15 and Regulation 187/15, our Patient Relations and Engagement Processes are designed to foster a culture of service excellence, safety and promoting organizational improvements.

“We Ask Because We Care”

Patient Relations

Patient Room Signage Signage outside of patient rooms is used for directional purposes for patients, their families/caregivers/visitors and for staff. If a patient or their SDM wishes to opt out of the patient having their name posted outside of the room please speak with a nurse and name will be removed.

Staff will ask patients about race/ ethnicity, age, preferred language, length of residency in Canada, housing status, disability status, gender identity, sexual orientation and income. These questions are part of an initiative, implemented by the Ontario Health-Toronto Region, that all hospitals have been mandated to participate in since December 2012. Studies show that factors such as age, gender, sexual orientation, ethnicity, language, education and income can affect a person’s health, the care they receive, their health-care experience and decisions about whether to use health care or not. Better understanding patients’ demographics allows system planners to understand the impact of demographics on service access, outcomes and quality. This information can be used for program evaluation and service planning to ensure equitable care for Patientsall.can decline to answer any questions at any time. Declining to answer will not affect care at TGHC.

Measuring Health Equity

TGHC has a Preferred Vendor Status (PVS) with HME. HME will perform maintenance on wheelchairs to ensure that all chairs are functional under current best practice standards. HME will provide additional chairs on loan to our facility for you to access while waiting for your own chair. Our PVS ensures that the equipment is maintained at optimal standard.

• Rent a prescribed wheelchair and/ or accessories through Home Medical Equipment (HME) Rental Wheelchair Pool.Should you choose to use one of the above-mentioned options; the PT/OT will work with patients and their families/ caregivers through this process. While waiting for wheelchair delivery, a HME loaner wheelchair will be provided based on the PT/OT’s recommendations and availability.Patients and families have a choice regarding vendors. There are many wheelchair vendors available such as HME, Motion Specialties, and Medigas.


Wheelchairs & Wheelchair Accessories

• Purchase through the Assistive Devices Program (ADP), with the authorization of a PT/OT, a prescribed wheelchair based on patient needs and ADP eligibility. ADP will cover 75% of the total cost of the wheelchair and the patient is responsible for the client portion which is 25%.

Patients are responsible for their own wheelchair and any damage that may occur to the wheelchair. All financial arrangements will be made between the vendor and patient or family members. TGHC is not responsible to collect payment which will be between the patient and vendor. NB: TGHC does not receive financial benefit from HME.

hospital following a safety check by the Maintenance Department. Personal cell phones and electronic devices – devices – TGHC offers free, publicly accessible Wi-Fi service in most areas of the building. Devices may be used provided they do not impact privacy, the delivery of patient care or others rest habits. Please do not post anything on our walls.

If needed patients will be provided a loaner wheelchair and/or accessories for the first three (3) days following admission to TGHC. During this time, patients are assessed by the rehabilitation team of physiotherapists (PT) and occupational therapists (OT) to recommend an appropriate wheelchair.

If needed patients and families decide which process will be used to obtain a wheelchair for the patient. These are the options:

Chiropody services are available to you with a referral from your physician. Chiropody can be reached at 416925-2251 ext. 250 or kkisielewski@ Rheumatology services are available to patients following discharge. Dr. Raphael Rush provides rheumatoid and psoriatric arthritis care, and also a rapid injection and aspiration clinic for patients who need joint injections or aspirations within one week. For an appointment contact 416-925-2251 ext. 283. Upon arrival all patients with appointments must check-in at the Weston Family Welcome Centre. PLEASE FAX REFERRALS for rapid injection and aspiration clinic to: 647-689-3554.

Respiratory services and Pulmonary Function Testing Lab are available to patients following discharge and general respirology referrals. For an appointment contact 416-925-2251 ext. 265. Upon arrival all patients with appointments must check-in at the Weston Family Welcome Centre. PLEASE FAX REFERRALS to 647-689-7597.

Gerontology services are available to patients following discharge. Dr. John Ruth provides geriatric follow-up care to patients from the community. For an appointment contact 416-9252251 ext. 283. Upon arrival all patients with appointments must check-in at the Weston Family Welcome Centre.

Maintaining cleanliness of the Patient Pantry is very much appreciated as a courtesy to other patients and family members/caregivers.Duringthetimesoutlined

16 Toronto Grace Health Centre Food Services

above to allow staff to provide a smooth and timely delivery of meals the Patient Pantry will beAclosed.Patient-Family Lounge is located on each patient care unit, as well as the 2nd floor. Out-Patient Clinics

Patient Pantry A Patient Pantry is available and accessible for patients and their family members/caregivers on each patient care unit. The pantry is equipped with an ice machine, a fridge, a microwave, a coffee-maker and an electric kettle. The fridge can be used to temporarily store perishable items. The fridge is for holding purposes and not for overnight storage. Food and snacks are not to be stored in the patient’s room.

• Lunch: 12:00 to 12:45 p.m.

It is the goal of the Food Services Department to ensure you enjoy your meals throughout the duration of your stay at the TGHC. Upon admission, a Food Services Representative will discuss your preferences in order to help us to customize your meals. Should your preferences change or you have any concerns regarding food choices please speak with a Food Services MealRepresentative.deliveryservice is scheduled daily as follows:

• Breakfast: 8:00 to 8:45 a.m.

• Dinner: 5:30 to 6:15 p.m. Please note that trays cannot be placed on hold if patients are out on leave, only patients present at meal time will receive a tray. It is important to complete your meal so food services can pick-up your tray within food safety guidelines.

• Ask for a list of medications to be taken when discharged. (How to know if it is working, the side effects and how long to take it).

• Discuss with the health care team medication brought from home.



When patients come to the hospital the health care team will do an assessment of your risk for falls. Depending on the risk any of the following may be put into place*:

Education & Research Activities


Open from Monday to Friday, 8 a.m.-6 p.m.

If a patient or family requires interpreter assistance they are to speak with a member of the health care team to make arrangements for professional interpretation services.

Patient Passes Patient passes may be issued by your doctor and the interprofessional health care team, if you are deemed medically stable, for personal or medical reasons.

Your Care During Your Stay

Three of the most common risks for patients include medications, falls and infections. Be safe and follow these tips: MEDICATIONS

Patients are to:

• Always tell the health care team about any allergies or past bad reactions to medications experienced.

Toronto Grace Outpatient Pharmacy is located on the main floor, and provides pharmacy services to The Salvation Army Toronto Harbour Light Ministries Integrated Transitional Services, hospital outpatients, and discharged patients from inpatient programs. Please speak to our pharmacist for more details. Direct external line: 416-925-0585, or use extension 281. Fax No. 437-317-9764.

The interprofessional health care team at TGHC undertakes regular teaching, student placements and research activities in association with other health care facilities and universities. Patients who participate in these activities help advance patient care by enhancing trainee learning, and assist researchers to evaluate therapies, diagnostic tools and patient care practices. Should patients choose not to be seen by clinical trainees or to participate in clinical studies, care will not in any way be impacted.

• Know what medications being taken (name, strength and how often) and why. Include nonprescription medications such as Tylenol, vitamins or herbal products.

Vocera, a call-bell system, links patients directly to their nurse and other health professionals to respond directly to the patient. The electronic badge allows the nurse to respond with the patient directly.

• Ensure the nurse identifies them correctly before giving any medication.

• Ask what the medication is and its purpose.

• Ask questions if the medication looks different.

Advance Care Planning and Treatment Directives are documents that give legal authority to another person to make health care decisions on the patient’s behalf if they are unable to do so because of illness or injury. The patient is to inform the hospital whether they have an Advance Care Planning and Treatment Directive, and if so provide it to the hospital. On admission and at intervals during the patients stay, a physician will speak to the patient about their Advance Care Planning and Treatment Directives. The patients completed Advance Care Planning and Treatment Directive documents may be adjusted or updated at any time.

• The team will provide education about how to prevent falls at *Thishome.listis not exclusive or exhaustive. For any questions about risk of falling, ask a member of the team.

• If possible, move away from the area of the fire.

If you discover a fire:

Smoke-Free Facility Smoke-Free Ontario Act and Ontario Regulation 48/06 under The SmokeFree Ontario Act, S.O. 1994, c 10

If it is deemed that a patient cannot assist with the movement, a mechanical lift will be utilized. The method of transfer will be written on the bedside communication board posted by your bed. If the patient has a device at home that helps them move around (like a walker, cane or wheelchair), they may be asked by the team to bring it in.

Safe Patient Mobility Upon admission to TGHC the health care team will complete an assessment of the patient’s mobility status and determine the most appropriate method of assisting patients from the bed into a chair or assisting them to walk.

• A wheelchair and/or bed alarm may be engaged when you are in a wheelchair and/or bed.

Fire and emergency drills are held regularly to ensure that everyone is prepared in the event of an emergency.

• You may be given a device like a cane, walker or wheelchair.

Everyone is to please follow the instructions of staff when the fire alarm sounds.

• Immediately call for help.

• You may be asked to call for help when getting in/out of bed.

• Listen for and follow any instructions.

The TGHC is responsible to provide a smoke-free environment for the health of everyone at TGHC. All forms of smoking are prohibited on hospital property. This includes the building in its entirety, the parking lot and in vehicles on hospital property.Weare partnered with the University of Ottawa Health Institute to provide a Smoking Cessation Program to support patients with smoking cessation. Patients are encouraged to speak with a member of the health care team to find out more about our Smoking Cessation Program.

Fire Response

Advance Care Planning & Treatment Directives

18 Toronto Grace Health Centre

• The team will work with you to reduce risks of falling while in the hospital including ensuring that you have appropriate footwear.

Latex-Free Facility For those who suffer from an allergy to latex, even the slightest exposure to latex balloons can cause symptoms ranging from a mild skin reaction to full blown, life-threatening anaphylactic shock. If visitors would like to bring or send balloons to the hospital they are to be latex-free.

Scent-Free Environment

Patients and family/caregivers/visitors are welcome to enjoy the Irwin Roof Garden located with access on the 6th floor (open from May until October, weather permitting). Smoking is prohibited. Garden 19

Patients and family/visitors are asked not wear or use any scented personal products. Also, fragranced flowers are not to be brought into the hospital. Some individuals are very sensitive to certain chemicals/scents as a result of past exposures and can suffer a wide range of health effects.

employees look forward to assisting patients with their health care needs and exploring opportunities to improve their health and wellbeing. Patients are to speak with your nurse or a member of the health care team if you require information on the following services: • Transportation • Internet ComputerandServices • Mail Service • Clothing PersonalandItems • Electrical Equipment • Pet Visitation • Private Duty Caregivers • AppointmentsOutside • Patient Pass If patients have any questions or concerns, speak with a member of the health care team or the PCM.

General Information


Your Gift to the Toronto Grace 21

Ours is a unique institution and with your generosity we can continue to care for the many we serve. The Grace relies on the generosity of our community to allow us to give our patients and programs the support they need. It is our desire to ensure each and every patient’s needs are met, even from the most basic, and that the programs we provide, that are not funded by government, can be offered for the direct benefit of our patient population. We are grateful when you choose to ‘Give to The Grace.’ For more information contact:

Ways to Give Gifts can be made to The Salvation Army Toronto Grace Health Centre in various ways. An official tax receipt will be provided. If you wish to send a cheque or money order, please make it payable to The Salvation Army Toronto Grace Health Centre, and send it to: Finance Department The Salvation Army Toronto Grace Health Centre 650 Church Street, Toronto, ON M4Y 2G5 Call: 416-925-2251 ext. 236 On line:

The Grace is committed to protecting the privacy of all information shared with us. We do not sell, share, or rent donor lists or information. The Grace does publish, in recognition, the names of donors on the donor wall. Should donors wish to remain anonymous, or have any questions, please contact the Finance Department at 416-925-2251 ext. 200.

Patti Carmichael Pilon Director of ppilon@torontograce.org416-577-5685Giving

Our commitment to your privacy

22 Toronto Grace Health Centre 620 Church Street | Toronto, ON Newly renovated All-Suites hotel centrally located downtown Toronto, minutes walk to Yonge/Bloor subway stations. Close to hospitals, shopping, dining, theatres and attractions. • Large indoor pool and saunas • Exercise room • Onsite laundry facilites • Fully equipped one and two bedroom suites • Daily, weekly and monthly rates 419.964.3311 | reservations@towninn.com1.800.387.2755| Attention to detail like no other. ROSAR-MORRISONFUNERALHOME&CHAPEL spacer467 Sherbourne St. Toronto, ON M4X 1K5 416-924-1408 A division of Service Corporation International (Canada) ULC. 68 Gloucester St. Toronto, ON 416 921 www.victoriasmansion.com4625 A Charming Alternative to Traditional Hotels in the Heart of Toronto. • Up to 24-Hour Care • Meal Prep/Kosher Available • Errands/Shopping • Hygiene Assistance • Light Housekeeping • Respite Care for Families • Palliative & Chronic Care • Joyful Companionship • Home, Hospital or Nursing Home Support • /Diabetes/CancerAlzheimer/Dementia/ParkinsonCare • Provider for Veteran Independent Program • Weekends/Holidays • Temporary or Long Term • Day/Night - Live-in/Live-out Disclaimer: The Toronto Grace Health Centre thanks all the advertisers whose support has made this directory possible. Toronto Grace Health Centre does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed. 23 Disclaimer: The Toronto Grace Health Centre thanks all the advertisers whose support has made this directory possible. Toronto Grace Health Centre does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

H OSPI TAL How will I managealone? frEmptyidge?Do I support?have H o s p i t a l t o h o m e s u p p o r t •A dmit t an ce su p por t •B ed si de comp a nio n • Transportation hom e HO S PI TAL • Visiting nurses • Home & personal support H OM E •Grocery sho p pin g • Driver for errands • Escort for appointmentsmedical COMMU N IT Y • Overnight assistance 1.844.339.8638 Recovering from a hospital visit can be overwhelming for a patient and their family members. Our caregivers and registered nurses are here to help patients feel safe and supported on their journey from hospital to home. • Respite care • Live-in caregiver