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www.uhn.ca Tel: 416 340 3111 200 Elizabeth St., Toronto ON M5G 2C4

Patient Service Guide

Spring 2020


Getting Around Toronto General

Toronto General Hospital (Ground Floor) 200 Elizabeth Street and 150 Gerrard Street West

Toronto General Hospital (Ground Floor) TTC Queen’s Park Station

MaRS BUILDING (Underground Connection to TTC)

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MAX BELL

PRINCESS MARGARET CANCER RESEARCH TOWER

Eaton

Munk

200 Elizabeth Street

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ELIZABETH STREET

UNIVERSITY AVENUE

3

2 ACCESS TO GERRARD STREET PARKING

1

6 7 5

4

Elliott

150 Gerrard Street West

PAT IENT / VISITOR PARKING

GERRARD STREET WEST

LEGEND Elevators

1

Admitting & Registration

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Wightman-Berris Academy Medical Education

Food / Restaurant

2

Diagnostic Test Centre

9

York-UHN Collaborative & UHN Learner Services

Information

3

Gift Shop

Phone

4

Hemodialysis East

Stairs

5

Hemodialysis West

Washroom

6

Home Hemodialysis

Wheelchair Rental

7

Hyperbaric Medicine Unit

$1.00 per rental (loonies only)

* For more information and a full list of amenities, please visit www.uhn.ca

JULY 2019


Getting Around Toronto General

Toronto General Hospital (Lobby & Level 1) 585 University Avenue and 190 Elizabeth Street

Toronto General Hospital (Lobby and Level 1) TTC Queen’s Park Station

MAX BELL

MaRS BUILDING

PRINCESS MARGARET CANCER RESEARCH TOWER

3

Eaton 585 University Avenue

7

6 8

4

13

Munk

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ELIZABETH STREET

UNIVERSITY AVENUE

2

10

1 190 Elizabeth Street

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Elliott

5

12

PAT IENT / VISITOR PARKING

GERRARD STREET WEST

LEGEND Elevators

1

Cashier’s O°ce

7

Patient Education Library

Food / Restaurant

2

Centre for Spiritual Re˜ection

8

Patient Relations

Information

3

Health Sciences Library

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TGH Management O°ce

Phone

4

Stairs

Medical Imaging Reception

10 Translation & Interpretation Services

Biopsy, CT Scan, Interventional Radiology, JDMI, MIDU, MRI, Nuclear Medicine, Ultrasound & X-Ray

11 The Wilson Centre

Washroom

5

Musallah Prayer Room

12 UHN Corporate Management

Wheelchair Rental

6

Outpatient Pharmacy

13 Volunteer Services

$1.00 per rental (loonies only)

* For more information and a full list of amenities, please visit www.uhn.ca

JULY 2019


Quick List of Helpful Phone Numbers at Toronto General Hospital Main line: 416-340-4800 • Website: www.uhn.ca Find a patient

416 340 3131

Pharmacy

416 340 4075

Parking Office 416 595 7136 parking@uhn.ca Patient Relations 416 340 4907 patientrelations@uhn.ca Patient & Family Library 416 340 4800 extension 5951 tgpen@uhn.ca Spiritual Care

416 597 3014

My list of Important Phone Numbers

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Notes:

www.uhn.ca • www.uhnpatienteducation.ca

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Welcome to the University Health Network (UHN)

UHN at a Glance The University Health Network (UHN) is made up of 4 centres, caring for patients across 9 hospital sites: Princess Margaret, Toronto General, Toronto Western, and 6 Toronto Rehab locations.

UHN’s Purpose Transforming lives and communities through excellence in care, discovery and learning.

Our Primary Value and Above All Else The needs of patients come first.

Values Safety, Compassion, Teamwork, Integrity, Stewardship

Teaching Hospitals As one of Canada’s largest teaching hospital networks, UHN is home to the Michener Institute of Education and part of the University of Toronto. UHN also partners with other schools around the world to support learners as partners in care. You will meet people who are training to be medical doctors, nurses, dietitians, physical therapists and many other professions. They are supervised and guided by UHN health care professionals to make sure you receive excellent care.

Toronto General Hospital (TGH) treats both inpatients and

outpatients in the following programs:

Medical & Community Care Peter Munk Cardiac Centre Surgery & Critical Care Transplant Program


Table of Contents Here is the information you can find in this guide and where you can find it:

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Being a Patient at UHN Your Role In Your Care, Our Role In Your Care

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Coming to Toronto General Hospital

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Keeping You Safe During Your Care

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Services at the Hospital

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Going Home from the Hospital

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Giving Back

Getting To and From the Hospital, Coming For an Appointment. Staying Overnight, Visiting Family and Friends

Accessibility, Patient Safety, Environmental Safety

Patient Accounts, Food and Retail Services, Other Hospital Services

Discharge Planning

Volunteer, Participate, Donate

PLEASE NOTE: We are constantly changing to meet your needs. The information presented here may change. Please call to confirm details.

www.uhn.ca • www.uhnpatienteducation.ca

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Being a Patient at UHN At UHN we partner with you to give you the best care possible. Read this section to learn about your role in your care and what to expect from UHN staff.

Your Role In Your Care You are an important member of your health care team Let us know what is important to you and how you want to be involved in your care. We respect and support your right to make informed choices about your care. We work with you to set goals, make decisions and plan treatments that meet your needs and preferences.

Tell your health care team about your goals and values We want to respect your goals and values. Telling us what they are is the best way to make sure this happens. It is important to speak up if you feel your goals and values are not being respected. Sometimes it is difficult to speak up. You may find it helpful to bring someone you trust to speak up for you when you visit the hospital.

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Caregiver Tip:

Ask the patient before you speak up for them. Sometimes they just want you to listen.

Being a Patient at UHN


Learn about your condition and treatment Visit any UHN Patient & Family Learning Centre or go to www.uhnpatienteducation.ca to find reliable and up-to-date health information. The Patient & Family Learning Centre at Toronto General is: Peter and Melanie Munk Patient and Family Learning Centre and Library Level 1 of the Norman Urquhart (NU) Building, near the Outpatient Pharmacy 416 340 4800 extension 5951 tgpen@uhn.ca Mondays to Thursdays 8:30 am – 4:30 pm, Fridays 8:30 am – 4:00 pm

See your appointment schedule and results online Sign up for myUHN Patient Portal to see your UHN appointments, get appointment reminders and see your results as soon as they are ready. Contact 416 340 3777 or myUHN@uhn.ca to find out more. A patient had this to say about the myUHN Patient Portal

I can’t say enough positive things about this service… I am a person who wants to know and understand what is happening to me. It does not stress me out to know information. It stresses me out to not know.

Get the information you need during hospital visits

Prepare for your hospital visit: • Keep track of your questions by writing them on paper or in your cellphone. Bring the list of questions with you so you don’t forget to ask them. • Ask someone you trust to come with you. They can help you take notes and remember what your health care team says. • Bring all your prescription and non-prescription medicines with you in the original bottles. Be sure to bring any vitamins, herbal and natural products you take. During your hospital visit: • Tell your health care team about past illnesses and any new or different symptoms you have. • Tell your health care team if you have ever had an allergic reaction to any food or medicine.

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• Ask questions. Tell your health care team if you don’t understand their answers. Ask them to use common words. • Repeat the main points back to your health care team to be sure you understand. • Make sure you know the answer to these questions before the visit ends: • What is my main problem? • What do I need to do? • Why is it important for me to do this? • Ask what happens after the visit. • Ask who to contact if you have any questions.

Let us know how we’re doing Patient Relations is here to support you through your experience at UHN. Whether you have questions, a complaint, a suggestion or a compliment, we’d like to hear your feedback. We can speak with any patient, family member or visitor of UHN. Contact 416 340 4907 or patientrelations@uhn.ca

Patient Tip:

Be honest about your physical, mental and emotional concerns and share them with your health care team. It helps us give you the best care possible.

10 Being a Patient at UHN


Our Role In Your Care We provide care that honours what is important to you Everyone at UHN works to provide care that meets your needs and matches your priorities. We do our best to follow the 5 core values of the UHN Patient Declaration of Values when you partner with us. They were developed after speaking to many patients and families about what is most important to them.

A Compass for Our Care UHN Patient Declaration of Values Navigating our values

Respect and dignity

See me

Empathy and compassion

Partner with me

Be kind to me

Treat all of me

Accountability

Ask me

Hear me

Transparency

Respond to me Tell me

Equity and partnership

To learn more, email patientexperience@uhn.ca

We coordinate your care across health professions A team of health professions work together to care for you. Whenever you meet someone, ask: • their name

• what they do (their profession)

• why they are seeing you

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Each profession has special skills and knowledge to fulfill your care needs. Here are some examples of professions you may meet and how they may care for you.

Patient tip:

Your health care team may ask the same questions many times during your visit. This is for your safety.

12 Being a Patient at UHN


We keep track of your care at UHN We collect and record information about you each time you visit the hospital. We keep this information in your UHN health record. You have the right to see your UHN health records. There are 3 ways you can do this. 1. Arrange a time with a member of your health care team to review your health record together. You will need to fill out a disclosure of medical record information form. 2. Request a copy from Health Records by calling 416 946 4501 extension 4711. You will need to fill out a disclosure of medical record information form. There is a fee. 3. Sign up for the myUHN Patient Portal. myUHN may not show all of your appointments and results. Call 416 340 3777 for more information or to register. We do our best to keep your information up-to-date and accurate. Talk to your health care provider if you feel there is inaccurate or incomplete information in your health record. You can also contact Health Record Services at healthrecordservices@uhn.ca or 416 946 2000 extension 4711.

We keep your information private We are committed to protecting your privacy. Only staff at UHN who need your health information to provide or support your care are allowed to see your health record. With your permission, we may share your health information with: • People you choose to share it with, such as your family member or a lawyer • Other health care providers who care for you, such as your family doctor or a specialist Sometimes we must share your health information with outside agencies, for example health regulatory agencies (such as the Ontario Ministry of Health and Long Term Care) or public authorities (such as Toronto Public Health). Unless you have told us not to, we may also share basic information about you with: • UHN Foundations (please call 416 946 2114) • If you are staying in the hospital:

• Visitors and callers so they can reach you during your stay.

•F  aith representatives from the community who may visit you during your stay.

If you have any questions about how we keep your information private, please contact the Privacy Office at 416 340 4800 extension 6937 or privacy@uhn.ca.

www.uhn.ca • www.uhnpatienteducation.ca

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Coming to Toronto General Hospital We know coming to the hospital is stressful when you, a family member or friend is sick or hurt. In this section you’ll find information to help you prepare for your visit. • How to get to Toronto General Hospital • What to bring to an appointment or overnight stay • What to know if you are visiting a patient

Getting To Toronto General Hospital Nearest Major Intersection The nearest major intersection is College Street and University Avenue (south of Queen’s Park). Toronto General is on the east side of University Avenue, just south of College Street.

Public Transit By Subway: Take the University Line (Line 1) to Queen’s Park station By Streetcar: Take the 506 Carlton streetcar. Get off at the University Avenue or Elizabeth Street stops.

Parking Lot Parking is available across from the hospital, in a lot that can be accessed from Elizabeth Street. The parking lot is always open. We accept cash, Visa and Mastercard. 201 Elizabeth Street, M5G 2C4

Discount Parking Pass UHN offers frequent patients, families, and visitors discounted parking passes at Toronto General parking lots. Passes allow for in-and-out privileges over 24-hours, and are transferable between patients and visitors. Visit the Eaton Lobby Information Desk at the Elizabeth Street entrance to get a pass.

14 Coming www.uhnpatienteducation.ca 14 to Toronto General Hospital


Need help getting to the hospital? These services can help. Ambulances

Fees may be charged for ambulance services in some cases. For more information, call Service Ontario: 1 866 532 3161 (Toll-free in Ontario only) • TTY 1 800 387 5559 To find out more about ambulance fees, go to http://www.health.gov.on.ca and type “Ambulance services billing” in the search box.

Wheel Trans

You must be registered with TTC Wheel-Trans to use this service. Contact Wheel-Trans to register: 416 393 4111 • TTY 416 393 4555 Once you are registered with Wheel-Trans, to schedule a pick up or drop off at a UHN hospital: 1. Call 416 393 4222 2. Tell the operator if you have • a service animal • a support person with you • any devices such as a walker, wheelchair or oxygen tank 3. A  sk to be picked up or dropped off at Toronto General, Gerrard street doors (G level) To find out more about taking Wheel-Trans to UHN, go to https://www.uhn.ca and type “Wheel Trans” in the search box

Canadian Cancer Society Volunteer Transportation

The Canadian Cancer Society (CCS) provides transportation to and from the hospital for people with cancer. Contact CCS to learn more: 1 888 939 3333 • TTY 1-866-786-3934 info@cis.cancer.ca

Taxis

Find taxi cabs outside: • the Eaton Lobby facing Elizabeth Street • the Gerrard Building facing Gerrard Street A free direct telephone line to Royal Taxi is located in the Eaton Lobby.

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Coming for an Appointment

Bring these items every time you come to the hospital: • Health Card (OHIP card) • All the medications you take or a list of them, including vitamins, herbal and natural products • Your health care insurance card or drug card • Any aids you need, such as a walker, glasses, or hearing aid • Snacks and water • Cellphone, tablet, or paper and pen to take notes

My appointment checklist Before each appointment make sure you have:  the appointment date, time and location  the name of clinic and phone number  the name of health care provider information about your:  allergies  family health history  medical conditions  arranged how you will get to and from the hospital  a list of questions for your health care provider

Patient Tip:

Bring a notebook and pen to your appointments to keep track of your ideas, questions and thoughts.

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Staying Overnight What to bring: Ask the staff in your unit if there are special instructions on what to bring. • Socks and underwear • Non-skid or rubber soled slippers or shoes • Pajamas • Scent-free toiletries such as a toothbrush, toothpaste, face soap • Personal appliances, such as a hair dryer or electric razor • Books or magazines • Cellphone, tablet or laptop and headphones • Any other items your health care team has asked you to bring

Patient Tip:

Bring only what you need for your stay. Leave your valuables at home.

Being admitted to the hospital You need to register if you are a new patient. Please go to: Admitting Department Ground Level, Eaton Building Weekdays: 7:00 AM to 11:00 PM Weekends: 8:00 AM to 11:00 PM The Emergency Department admits patients when the Admitting Department is closed. If you want to upgrade to a semi-private or private room, call Admitting: 416 340 4800 extension 3921 or 416 340 4800 extension 3917

Patient Tip:

Let us know if you prefer to communicate in a language other than English. We may arrange for a medical interpreter.

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Visiting Family and Friends We encourage you to visit family and friends while they heal. Having family and friends nearby helps patients feel more comfortable and can help them recover more quickly. Call the unit to confirm visiting hours before coming to the hospital. Call the switchboard and ask for the unit you would like to visit: 416 340 3111

Visiting guidelines • Children under 12 must always be with an adult. • Each patient should have only 1 or 2 visitors in their room at a time. If you are able, go to a patient lounge or hospital common area if there are more than 2 visitors. • Please leave the room when we ask you to. We ask you to leave so we can provide patient care in private. • Be considerate of other patients and visitors in shared spaces. For example, do not repeat conversations you overhear and try not to bother others with loud noises or taking over the space. • You can use your cellphone in most areas of the hospital. You must turn off your cellphone in some areas for safety reasons. Look for signs that tell you where and when your cellphone must be turned off. • Help protect everyone’s privacy. Do not take pictures, videos or audio recordings while at the hospital.

Whether you are a patient or visitor, please:

• W  ash your hands at the handwashing stations near the hospital entrances and before entering and leaving a patient’s room.

• D  o not come to the hospital if you or others with you are sick with fever, cough, diarrhea or vomiting.

Need to stay at a hotel? There are a number of hotels convenient to the hospital. Some hotels have a special discounted rate for out-of-town visitors. Visit https:// www.uhn.ca and search “Hotels” to see an accommodation list or visit the Peter & Melanie Munk Patient & Family Learning Centre & Library on Level 1 for a list of hotels.

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Keeping You Safe During Your Care Safety is everyone’s responsibility. We need your help to make sure the hospital is a place for healing and recovery. Read this section to learn about: • Accessibility, or getting around the hospital • Patient safety, like making sure you don’t get sick while in hospital • Environmental safety, like making sure you feel safe in the hospital

Accessibility Let your health team know if you have accessibility needs before your visit. They will arrange the support you need. Accessibility needs include help getting around the hospital or communicating with your health team. If you have questions or concerns about accessibility at UHN: accessibility@uhn.ca • Web: www.uhn.ca/corporate/AboutUHN/Accessibility

Information Desks Information desks are at the main entrances. The staff there can help direct you to the elevators, accessible washrooms or tell you the best way to get to where you are going. Location

Hours

Phone Number

Eaton Lobby

Weekdays 6:00 am – 8:00 pm

416 340 4800 extension 4049

Weekends & Holidays

416 340 4800 extension 4050

Noon – 8:00 pm Robert R. McEwen Atrium Lobby

Weekdays 6:00 am – 8:00 pm

416 340 4800 extension 4570

Weekends & Holidays Noon – 8:00 pm

Gerrard Street Lobby

Weekdays 8:00 am – 4:00 pm Weekends closed

416 340 4800 extension 5906

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Wheelchairs and Walking Aids You can find wheelchairs near the entrances or Information Desks at each hospital. Ask at the Information Desk if you need help finding a wheelchair. You are welcome to bring your own wheelchair or walking aid such as a cane, walker or mobility scooter.

Service Animals A service animal is a working animal that is specially trained to support people with disabilities. They are not household pets. Your service animal is welcome to come with you to your UHN visit. Your service animal can be brought into any area where allowed by the UHN Infection Prevention & Control Department. If you need to be admitted, hospital staff will make plans to help care for your service animal while you are in hospital.

Accessible Parking There are wheelchair accessible parking spaces at the main entrances to parking lots and near elevators in parking garages. You will have to pay the parking fee. All meters and spaces are monitored 24 hours, 7 days a week. If you have specific questions about accessible parking, call Standard Parking Services: 416 595 7136

Patient Safety Patient Identification We ask your identity (your name and date of birth or medical record number (MRN)) each time you get medication, a blood test, an x-ray, or other test. We do this to make sure the correct patient is getting the correct treatment.

Delirium Delirium is a condition which causes a patient to become confused in their thinking. We carefully screen (check) our patients for factors that may cause delirium as early as possible so we can treat it right away. Delirium can be a risk to patient safety. If you notice any one of the signs of delirium below or see changes in a patient’s behaviour, please talk to the health care team right away. Signs of delirium include: • Disorganized thinking

• Changing energy levels

• Having delusions

• Memory changes

• Feeling restless

• Hallucinating

• Difficulty concentrating

20 Keeping You Safe During Your Care


Preventing infections Do not come to the hospital as a patient or visitor if you are sick with diarrhea, fever, chills, or if you have a new or worsening cough. All staff are trained to keep patients safe from infections. You may see staff wearing protective equipment when caring for certain patients.

Porters Support staff may work with your health care team to lift and transport you in a safe, respectful, friendly and professional manner. We make arrangements for porter transportation as you need.

Environmental Safety Smoke-Free Environment It is against the law to smoke anywhere at UHN – inside, outside, or in parking garages. If you smoke on UHN property, you can be fined up to $5,000, and UHN could be fined $300,000.

Scent-Free Environment Do not use scented products when at the hospital because strong perfumes or scents can cause severe allergic reactions in other people. Scented products include fragrances and perfumes, shampoos and conditioners, hairsprays, deodorants, and colognes and aftershaves.

Patient and Caregiver Tip:

Handwashing is one of the most effective ways to prevent the spread of germs. Wash your hands often when at the hospital.

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Personal Security Hospital security officers are on duty at all times. All hospital staff need to wear an identification badge showing their name, job title and department. If you notice any suspicious individuals, call hospital security and tell a member of your health care team. 416 340 4800 extension 4111

Fire Safety Staff practice fire safety procedures regularly, so don’t worry if you hear a fire alarm. Trained staff help immediately if there is an emergency. Fire exits are clearly marked throughout the hospital.

Cellphones You can use your cellphone in most areas of the hospital. You must turn off your cellphone in some areas for safety reasons. Look for signs that tell you where and when your cellphone must be turned off.

Cameras and Recording Devices To protect everyone’s privacy, do not take pictures, videos or audio recordings while at the hospital.

Balloons Latex balloons are not allowed in the hospital because some people have severe allergic reactions to latex. You can bring Mylar balloons to the hospital instead.

Flowers and Plants For patient safety, please don’t bring flowers and plants to any intensive care units, multi-organ transplant units, or to malignant hematology units. Please check with the unit manager before bringing plants or flowers to the hospital.

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Services at the Hospital Hospitals are like little communities. Like all good communities, there are services available that make life a little easier.

Patient Accounts and Billing

You may need to pay for some of the health care services that you receive at one of our hospitals. This depends on the health care coverage you have. As best as possible, we let you know about any costs before and discuss your payment options with you. Tell your health care team what your OHIP coverage is and any extra insurance coverage you may have. Some of the expenses not covered by OHIP include: • Private or semi-private rooms (ward rooms with 3 or more beds are covered) • Walking aids such as crutches, canes, splints, casts or walkers • Ambulance services • Cosmetic surgery and other surgeries not covered by OHIP

Patient and Caregiver Tip:

If you have private insurance, please check what is covered before you are admitted to the hospital.

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Before your stay in a hospital, staff will ask for your room preference and let you know the cost. If you choose a semi-private or private room, you need to sign a form and provide a credit card imprint. If you don’t have private insurance or your insurance won’t cover the extra cost, you can pay your account in the following ways: On the UHN website: 1. Go to https://www.uhn.ca

By mail: Send your payment to:

2. Type “pay your account” in the search box

200 Elizabeth Street

3. Click on ‘pay online’ In person: Go to the Cash Office: Toronto General Hospital Robert R. McEwen Atrium University Avenue entrance You may pay by cash, debit or credit card.

Accounts Receivable – UHN Toronto, ON M5G 2C4 Through Your Online/Telephone Banking: Pay directly through your online or telephone banking services, like you do with your other bills. Select University Health Network and enter your MRN or SAR from your invoice.

Food and Retail Services Inpatient Meals If you are an inpatient (staying overnight at the hospital) we ask for your food likes and dislikes and enter them into our computer system. The computer then selects your meals keeping in mind your personal preferences, food allergies, and the diet plan ordered by your doctor or dietitian. Meals and menus are planned to provide balanced nutrition.

Coffee Shops • Lettieri Espresso Bar & Café Eaton Lobby, near the Elizabeth Street entrance (Level G) Weekdays 6:00 am – 7:00 pm, Saturdays 6:00 am – 4:00 pm • Starbucks Robert R. McEwan Atrium near the University Street entrance (Level 1) Weekdays 5:30 am – 9:00 pm, Weekends 6:00 am – 8:00 pm • Tim Hortons Norman Urquhart Building near the Outpatient Pharmacy (Level 1) Weekdays 5:00am – 12:00 am, Weekends 6:00 am – 9:00 pm

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Services at the Hospital


Food Court Restaurants The Toronto General food court is in the Norman Urquhart Building on Level G (near the Munk elevators). The food court is open weekdays 6:00 am – 10:00 pm and weekends 6:00 am – 9:00 pm. Individual restaurants have their own operating hours. • Booster Juice

• Soup it Up

• Hero Burger

• Subway

• Lotus Leaf

• Sushi by Bento Nouveau

• Mega Wraps

• Wing Machine

• The Bagel Stop

Outpatient Pharmacy There is a pharmacy at Toronto General. The experienced staff can fill your prescriptions and answer all your medication questions. Toronto General Hospital Outpatient Pharmacy Norman Urquhart Building, 1st Floor 416 340 4075 Weekdays, 8:00 am – 6:00 pm, Saturdays 9:00 am – 2:00 pm

Other Hospital Services Patient & Family Learning Centre The Peter & Melanie Munk Patient & Family Learning Centre & Library has reliable health information for patients and visitors on a variety of health topics and in different languages. We have professionally trained library staff to help you search for information. Our services are free. Visit the library to: • borrow books, audio-books, or videos • pick up free brochures • get access to e-books • use library computers to access your health information online Location: Level 1 of the Norman Urquhart (NU) Building, near the Outpatient Pharmacy Mondays to Thursdays 8:30 am – 4:30 pm, Fridays 8:30 am – 4:00 pm

Internet Access Patient & Family Learning Centres have computers and tablets for you to use. We also offer free wireless Internet access to help patients stay in touch with family and friends while in hospital. The wireless is available in most locations at UHN hospitals.

www.uhn.ca • www.uhnpatienteducation.ca

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Volunteer Navigators Volunteer navigators are available to escort you during your visit to the hospital. You can ask for an escort during business hours at any of our Information Desks, which are located near the main entrances of our hospitals. Please note, our volunteers are not allowed to lift or transfer patients.

Lost and Found If you have lost an item or want to report a found item, please call Security: 416 340 4800 extension 4111 A found item can be turned in to any staff member who will send it to the Security office for safekeeping. Unclaimed items are held for up to 30 days.

Volunteer Resources Each of the UHN hospitals has a Volunteer Resources Department. You will recognize our volunteers by the burgundy or blue vests and jackets they wear while on duty. They are ready and able to help in a variety of ways.

Reading Material Let your nurse know if you would like reading material (books or magazines) while you are staying on an inpatient unit. They will tell you where to find reading material in your unit or they will ask a volunteer to bring some reading material to you.

Peter Munk Cardiac Patient Visiting Volunteer Services Are you undergoing cardiac (heart) care and have questions about what to expect and how this care will affect your everyday life? If so, you may want to talk to volunteers who have had similar procedures. They are available to listen and offer valuable insight. Call our Volunteer Resources Department for more information or to schedule a visit: 416 340 4800 x 4115

Centre for Spiritual Reflection There are Centres for Spiritual Reflection at all our hospitals. They are open from 6:00am – 10:00pm. At Toronto General, the Centre for Spiritual Reflection is located on the 1st floor, Norman Urquhart Wing (beside the Patient & Family Learning Centre). Toronto General also has a Muslim Prayer Room located on the 1st floor, Gerrard Wing, room 557.

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Services at the Hospital


Bioethics Services When values conflict or goals are uncertain, ask about our Bioethics Consultation Service to help patients, families, and staff agree on a decision or a plan of care. A bioethicist can help you make difficult decisions about your care. They can help you: • identify problems • make issues clearer • explore care options • set goals and plans Anyone can use the Bioethics Consultation Service including patients, families and staff. Bioethics services are confidential and free. • Multi-Organ Transplant: 416 946 4501 extension 5527 • Toronto General Hospital: 416 946 4501 extension 8750 • Princess Margaret Cancer Centre: 416 340 4800 extension 2710 • Toronto Rehabilitation Institute: 416 597 3422 extension 3972 or 416 597 3422 extension 7611 • Toronto Western Hospital: 416 603 5800 extension 2521

Interpretation and Translation Services UHN Interpretation and Translation Services has professional medical interpreters (face-to-face and phone interpreters) to help you communicate with your health care team. Our interpreters work in more than 150 languages including American Sign Language. Ask your health care team for a medical interpreter if you prefer to communicate in a language other than English. Go to www.uhn.ca and search for ‘language services’ for more information.

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Going Home from the Hospital Your care doesn’t end when you leave the hospital. There are sometimes notes and instructions to take home and other things to remember. Read this section to learn information about going home.

Discharge Planning

Discharge time from the hospital is 11:00 am. To avoid extra charges, please leave your room by 11:00 am so it can be prepared for the next patient. If possible, arrange for someone to take you home before you come to the hospital. You may wait for your ride home in the patient lounge located in your unit. When you leave the hospital, please make sure that you have all your belongings as well as all the information that is important for you.

5 Things to Know Before Leaving Hospital 1. Medications I need to take 2. How I might feel and what to do 3. Changes to my routine 4. Appointments I have to go to 5. Where to go for more information If you are not sure about anything ask your care team before you leave.

Social Workers If needed, a social worker helps you plan for when you go home. Some patients return home without needing extra services, but if you are not sure, there are options available for care after you leave. Your health care providers and social worker can help you decide which level of care is best for you and explain your options. They can also provide you with a list of community services that you can contact on your own. For more information about discharge, please ask your care provider to refer you to a social worker.

28

Going Home From the Hospital


www.uhn.ca • www.uhnpatienteducation.ca

29


Giving Back Volunteer

UHN volunteers help patients, families and visitors by assisting staff when extra help is needed. If you are a caring, positive and helpful person, become a member of Team UHN. Contact Volunteer Resources for more information. volunteering@uhn.ca

Participate Become a Patient Partner

UHN is looking to engage with patients and family caregivers to help improve care and service. The Patient Partner program: • Recruits and prepares UHN patients and family caregivers in the role of a Patient Partner •Matches Patient Partners to collaborate with leaders and staff on UHN initiatives by participating in committees, hiring panels, focus groups or sharing your story and care experience • Provides supportive education and skill-building opportunities To apply, contact the Patient Partner program: 416 340 5085 patientexperience@uhn.ca

Join the Virtual Patient Focus Group

The Virtual Patient Focus Group is an online forum of UHN patients and caregivers who provide input and feedback through online surveys on important hospital priorities and projects. To join the Virtual Patient Focus Group, contact: 416 340 5085 patientexperience@uhn.ca

30 Giving Back


Donate Toronto General & Western Hospital Foundation (TGWHF) raises funds for research, education and the enhancement of patient care at Toronto General and Toronto Western hospitals, as well as the Michener Institute of Education at UHN. The hospitals are home to some of the world’s most driven and talented health leaders, with specialization in a range of program areas including cardiac, neuro, vision, arthritis, transplant, mental health, diabetes, regenerative medicine and so much more. Donor support fuels the pursuit of new knowledge that is making lives better, both in our local community and around the world.

Toronto General & Western Hospital Foundation

416-340-3935 tgwhf.ca

416-603-5300 • tgwhf.ca The Princess Margaret Cancer Foundation is dedicated to achieving its vision: To Conquer Cancer. The Foundation’s purpose is to raise and steward funds to deliver breakthrough research, exemplary teaching, and compassionate care at Princess Margaret, one of the top 5 cancer research centres in the world.

The Princess Margaret Cancer Foundation

416-946-6560 thepmcf.ca

The Toronto Rehab Foundation proudly supports Canada’s leading rehabilitation sciences centre. Generous donor support enables superior patient outcomes. Community philanthropy facilitates pioneering solutions for: traumatic brain injury, including concussion, stroke, musculoskeletal disease and injury, cardiovascular disease, spinal cord injury and complex continuing care.

Toronto Rehab Foundation

416-597-3040 torontorehabfoundation.com

www.uhn.ca • www.uhnpatienteducation.ca

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32

Your Health Care - Be Involved

www.uhnpatienteducation.ca


Advertiser Index Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Accommodations

Home Modification

Corporate Suites at Horizon on the Bay .................................................................. 38

MED+ Medical Equipment...................... 40

DelSuites.................................................. 39

Home Health Care Supplies MED+ Medical Equipment...................... 40

Alzheimer Care C-Care Health Services........................... 36

Hospital Foundation

Home Care Assistance........................... 37

Toronto General & Western Hospital Foundation......................... 34-35

Home Care ActivePro Nursing & Homecare............ 37

Home Health Care C-Care Health Services........................... 36 Home Care Assistance........................... 37 Home Instead Senior Care..................... 40 ParaMed Inc............................................. 41 Senior Homecare By Angels.................. 40 Spectrum Health Care............................ 43 VHA Home Health Care.......................... 37

Respite Care Home Care Assistance........................... 37

Senior Care C-Care Health Services........................... 36 ParaMed Inc............................................. 41 Spectrum Health Care............................ 43

Transportation Spectrum Health Care............................ 43

www.uhn.ca

33


Help us make lives better

Help us make lives better

Donor support helps where government funding doesn’t – with new discoveries, upgrading labs and operating rooms, and attracting and retaining the best and brightest medical minds in the world. The generosity of our donors allows Toronto General and Toronto Western hospitals to build a healthier world.

Donor support helps where government funding doesn’t – with new discoveries, upgrading labs and operating rooms, and attracting and retaining the best and brightest medical minds in the world. The generosity of our donors allows Here are some of the ways you can contribute to the groundbreaking research and life-saving happening day to at build our hospitals: Toronto Generaltreatments and Toronto Western every hospitals a healthier world. MAKE A ONE-TIME GIFT

BECOME A MONTHLY DONOR

A donation of any size will help make a difference in the lives of our patients.

A recurring gift provides a stable source of funding for innovation and research.

Here are some of the ways you can contribute to the groundbreaking research DEDICATE A PLAQUE MAKE A GIFT IN MEMORY and life-saving treatments happening every day at our hospitals: Remember your loved one with a Your donation today will ensure that plaque on one of the commemorative walls in our hospitals.

we can continue to make lives better.

HONOUR YOUR HERO

MAKE A ONE-TIME GIFT

BECOME A MONTHLY LEAVE A GIFT IN YOURDONOR WILL

Make a gift in honour of a caregiver or team at our hospitals.

A gift in your will of any size makes a lasting difference.

A donation of any size will help make a difference in the lives of our patients. A PERSONAL CREATE FUNDRAISING PAGE

A celebration, memorial or community event are all great reasons to fundraise for a good cause.

A recurring gift provides a stable source of funding for innovation and research. To learn more or make a gift, please visit tgwhf.ca/ways-to-give or call 416-603-5300.

DEDICATE A PLAQUE

MAKE A GIFT IN MEMORY

Remember your loved one with a plaque on one of the commemorative Follow us @tgwhf wallsupinfor ouremail hospitals. Sign updates

Your donation today will ensure that we can continue to make lives better.

Keep in touch!

at tgwhf.ca/join


HERO

HERO

HERO

what needed when Did you someone here know what you needed when t’s the mostit important you needed most? That’s the most important kind of knowledge.

onation in their name at in their name at Say thanks by making a donation 416-603-5300. honouryourhero.ca or 416-603-5300.


36

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

www.uhnpatienteducation.ca


Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Home Care Assistance Is the Industry Leader in Post-Hospitalization Care & In-Hospital Companionship Don’t settle for anything less than your loved one deserves. Home Care Assistance offers a proprietary Transition Home™ Package designed to reduce hospital readmissions by helping families manage the discharge process and ensuring effective rehabilitation at home. Visit our website HospitaltoHomeCare.com for an overview of the challenges associated with post-hospitalization care and our resources to aid in the transition from hospital to home. Call to schedule a FREE consultation!

416-488-8777

www.TorontoHomeCareAssistance.ca 355 Eglinton Ave W, Toronto, ON, M5N 1A3

VHA offers high quality care with great heart when, where and how our clients want it. We provide: · Rehabilita�on

· Homemaking

and care · Nursing

· Caregiver relief

· Personal support

· Pallia�ve care

416-489-2500 www.vha.ca

Please remember that visitors are not to visit at any time if they feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc.

Your Choice, Your Healthcare Partners • Personal Care • Post-Surgery Care • Hospital Sitting • Homemaking • Medication Reminders • Safety Supervision

• Palliative Care • Dementia Care • Companionship • Family Respite • Escort to Appointments • And much more!

Services available 24 hours a day, 7 days a week

Registered Provider of Veterans Independence Program (VIP) services

Call (647) 793-2525 today! www.nursehomecare.ca

Trusted Healthcare Services when and where you need them

www.uhn.ca

37


38

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Furnished one and two bedroom condominium residences.

We set the standard for service in Toronto.

Actual view from rooftop garden

Full amenities with 24 hour concierge and maid service Rooftop Gardens • Fitness Centre Squash Courts • Business Centre Special Hospital Value Package from:

Winter Months $119 Summer Months $139 Short and Long Term Stays

633 Bay Street

(Just north of City Hall)

416-340-VIEW (416-340-8439)

www.horizon-on-bay.com Email: schamberlain@middlefield.com www.uhnpatienteducation.ca


40

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

HOME HEALTH CARE Medical Equipment Distribution

To you, it’s about making the right choice... To us, it’s highly personalized care.

IMPROVING LIFESTYLES

Sales – Rentals – Service

If you, or a loved one, needs a few hours a week of support, or more comprehensive assistance, Home Instead Senior Care can help.

• • • • • •

Wheelchairs & Seating

Walkers & Rollators Hospital Beds & Mattresses Bathroom Safety Products StairLifts, Ramps & Porch Lifts Renovations & Walk-in Showers

• Homemaking • Overnight Care • Alzheimer/Dementia Care • Supportive Care • 24-Hour Care • Palliative Care Call for a free, no-obligation appointment:

416-972-5096

www.seniorinhomecare.com

Financing Available Committed to Your Independence

Serving the GTA for over 25+ years

285 Midwest Road, Toronto, ON M1P 3A6

Call: 1-844-633-7587 Each Home Instead Senior Care office is independently owned and operated. © 2010 Home Instead Inc.

• • • • • • • •

Up to 24-Hour Care Meal Prep/Kosher Available Errands/Shopping Hygiene Assistance Light Housekeeping Respite Care for Families Palliative & Chronic Care Joyful Companionship

www.medplushealth.ca

• Home, Hospital or Nursing Home Support • Alzheimer/Dementia/Parkinson /Diabetes/Cancer Care • Provider for Veteran Independent Program • Weekends/Holidays • Temporary or Long Term • Day/Night - Live-in/Live-out

https://www.seniorhomecarebyangels.com/toronto1/home

www.uhnpatienteducation.ca


Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

416-977-5008

See this publication and more at:

http://patientdirectory.ca

Quality Healthcare Publications

www.facebook.com/patientdirectory.ca

patientdirectory.ca

www.uhn.ca

41


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We are...

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42

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

everything

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Recover comfortably,

in the hospital or at home.

Home Health Care

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· Post-surgery and wound care

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nursing services

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spectrumhealthcare.com

www.uhn.ca

43


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