Updated October 2016
PATIENT SERVICES DIRECTORY brought to you by the Patient and Caregiver Education Program
399 Bathurst Street, Toronto ON M5T 2S8 • Tel: 416-603-5800
www.uhn.ca
ABOUT UHN
Dear Hospital Patients and Visitors,
Welcome to University Health Network At University Health Network, providing you with the most advanced medical care in a compassionate and respectful way is at the heart of everything we do. We understand how being in the hospital can be a stressful time for you and your family. We hope that you take comfort in knowing that your well-being is our priority. It takes many people in many different roles to make your hospital visit a positive one. We treat over 800,000 patients each year, many of whom have been referred to us from all over Ontario. Our highly skilled health care staff is dedicated to providing you with excellent care. We are committed to excellence and safety for everyone who comes through our doors. As a research and teaching hospital, we pride ourselves on being at the forefront of major clinical advances. We are always looking to provide better treatments, medicines and ways of delivering care. But we also know the value of the human touch, and how vitally important it is to helping people heal. To make your stay as comfortable as we can, we have put together this directory. It contains useful information about services available to you and your family. If you have any questions, please ask any of your health care providers. Your comments and suggestions are important to us. During or after your stay, let us know how well we are meeting your health, personal and family needs and how we can do better. Sincerely, Dr. Peter Pisters President and Chief Executive Officer University Health Network
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Table of Contents About UHN
Who We Are........................................................................................................... 5 Our Vision, Purpose Statement & Values............................................................... 5 UHN Patient Declaration of Values......................................................................... 6 Patient Bill of Rights and Responsibilities............................................................... 7 Health Questions You Need to Ask........................................................................ 8 Six Things You Can Do to Take Part in Your Care.................................................. 8 Partners in Care..................................................................................................... 9
General Information for Patients & Visitors
Getting to the Hospital.......................................................................................... 10 ............................................... Directions (including Public Transit) & Map (10) ...................................................................................................... Parking (11) Admission to the Hospital.................................................................................12-13 ...................................................................................General Information (12) ............................................... What to Bring and What to Leave at Home (12) Your Health Care Team........................................................................................ 13 Protecting Your Privacy......................................................................................... 14 ............................................................. How We Handle Your Information (14) ................................................................ Sharing of Personal Information (14) ...............................................................................Your Rights & Choices (14) Patient Accounts & Billing..................................................................................... 15 Infection Prevention & Control.............................................................................. 15 Visiting Hours & Guidelines.................................................................................. 16 Discharge Planning & Patient Resources............................................................. 17 ............................................................Discharge Planning & Social Work (17) ......................................................“My Surgery” Patient Education Guide (17)
Services at Toronto Western Hospital
Accommodations.................................................................................................. 18 Ambulance Services............................................................................................. 19 Cellphone and Other Device Usage..................................................................... 19 Clinical Nutrition.................................................................................................... 19 Food & Retail Services......................................................................................... 20 For Your Safety..................................................................................................... 22 ....................................................................................... Balloon Allergies (22) .....................................................................................................Delirium (22) ................................................................................. Disruptive Behaviour (22) .................................................................................Electrical Appliances (22) ........................................................................................ Fire Precautions (22) ....................................................................................... Flowers & Plants (23) ....................................................................................... Hospital Security (23) www.uhn.ca
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ABOUT UHN
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ABOUT UHN
........................................................................... Scent-Free Environment (23) ....................................................... Service Animals and Household Pets (23) ......................................................................... Smoke-Free Environment (23) ...........................................................Wheelchairs and Assistive Devices (23) Information Desk.................................................................................................. 25 Information Telephones ....................................................................................... 25 Internet Access..................................................................................................... 25 Lost and Found..................................................................................................... 26 Mail Delivery......................................................................................................... 26 Newspapers, Magazines and Books..................................................................... 26 Nursing................................................................................................................. 26 Occupational Therapy .......................................................................................... 27 Parking................................................................................................................. 27 Patient & Caregiver Education Program............................................................... 27 ...... Patient & Caregiver Education Program at Toronto Western Hospital (27) ........................................ TWH Paul B. Helliwell Patient & Family Library (27) ..................................................................TWH Monthly Talk Information (29) Patient Relations / UHN Patient Ombudsman ..................................................... 30 Pharmacy............................................................................................................. 30 Physiotherapy....................................................................................................... 30 Social Work.......................................................................................................... 31 Speech-Language Pathologists............................................................................ 31 Spiritual Care Department ................................................................................... 31 Taxi Service.......................................................................................................... 32 Telephone & Television Service (Bedside)............................................................ 32 UHN Medical Interpreters..................................................................................... 32 .....................................................................Intérpretes médicos de UHN (32) .................................................................... Gli interpreti medici dell’UHN (32) .....................................................................Intérpretes médicos da UHN (33) ...................................................................................................................(33) UHN Shuttle Bus Service and Schedule.............................................................. 33 UHN Web Site...................................................................................................... 34 Volunteer Resources............................................................................................ 34
Please Donate to the Hospital Foundation
The Foundations of University Health Network (Donation Information)................ 35 ...................................... Patient and Caregiver Education Donation Form (37)
Contributing Advertisers
Community Vendors............................................................................................. 39
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Toronto Western Hospital
WHO WE ARE University Health Network (UHN) is one of Canada’s largest acute care, academic and research institutions. Across our 4 hospitals, Toronto General Hospital, Toronto Western Hospital, Toronto Rehabilitation Institute and Princess Margaret Cancer Centre, we operate approximately 1200 beds with an operating budget of over a billion dollars. Primary funding for the delivery of care at University Health Network comes from the Ontario Ministry of Health and Long-Term Care. Other funding for research and education comes from grants and donations from our Foundations. A voluntary board governs University Health Network. This board includes members from the community, the hospitals and the University of Toronto. Through its 10 programs, UHN provides the highest quality care to patients, advances care through excellence in research, and educates future leaders of the health care professions. UHN is a teaching hospital fully affiliated with the University of Toronto. Caring for you is our highest priority. If you have any questions, talk to our staff. They will be pleased to help you. Each member of your interprofessional team will work with you to ensure you receive the best care possible. You are also an important member of this team. We hope your stay with us will be as comfortable as possible. This directory has been prepared to help you get to know University Health Network and its 4 hospitals. The directory lists the services we provide, the responsibilities we assume and those we ask you to take on.
VISION To achieve global impact.
OUR PURPOSE STATEMENT We are a caring, creative and accountable academic hospital, transforming health care for our patients, our community and the world.
VALUES In pursuing our mission, we will live by the following values:
• Caring • Excellence • Teamwork • Innovation • Integrity • Respect • Leadership
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ABOUT UHN
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ABOUT UHN
UHN DECLARATION OF VALUES These values mark our commitment to you, our patients, from everyone at UHN. We will do everything we can to honour and live up to these values, every day. We encourage your contribution to this partnership!
Caring
• Provide compassionate and supportive care that meets mutually defined goals and expectations. • Provide care that satisfies your physical, emotional and psycho-social needs and personal preferences. • Provide care in an environment that is safe, clean, comfortable and accessible to all patients.
Respect
• Respect every person’s right to receive information about their health in an open and understandable way. • Respect each person’s dignity and individuality. • Respect everyone’s active contribution to the partnership of care. • Respect every person’s right to make informed decisions.
Excellence
• Provide care that meets or exceeds the standard of care for your condition. • Provide care of the highest quality and safety standards. • Provide care in a timely way.
Teamwork
• We commit to teamwork that supports coordinated, effective and efficient health care services. • We recognize that all team members contribute to every person’s health and well-being. • We recognize that trust is the basis of collaborative relationships.
Innovation
• Provide clinical care and research that expands the current state of knowledge. • Develop innovative approaches to our community’s health care needs.
Integrity
• Commit to full accountability to the citizens of Ontario. • Commit to use our resources in an efficient and responsible way.
Leadership
• Lead by demonstrating transparency in our actions and collaboration in our partnerships. • Share our knowledge with others in society for the good of all patients.
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ABOUT UHN
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UHN PARTNERSHIP AGREEMENT UHN PARTNERSHIP AGREEMENT UHN PARTNERSHIP AGREEMENT
Patient Bill of Rights and Responsibilities
Patient Rights and Responsibilities PatientBill Billof ofAs Rights Responsibilities a Patient,and you have: As a Patient, you have: As a Patient, you have:
RIGHTS RIGHTS CARE AND COMMUNICATION CARE AND COMMUNICATION • To receive high quality patient care that is • To receive high quality patient care that is free from discrimination, abuse or harm free from discrimination, abuse or harm • To be treated with compassion and respect • To be treated with compassion and respect • To give input about your plan of care and • To give input about your plan of care and totoget the information you need to make get the information you need to make informed informeddecisions decisions • •ToTohave haveyour yourprivacy privacyrespected respected • •ToToknow knowthe thename nameand androle roleof ofthe themembers members ofofyour health care team your health care team • •ToToexpect expectthat thatthe themembers membersof ofyour yourhealth health care careteam teamwill willtalk talkwith withone oneanother anotherto to make make sure sureyou youget getconsistent consistentcare care • •ToToget getthe theright rightinformation informationand andeducation education about aboutyour yourdiagnosis, diagnosis,treatment treatmentand and prognosis prognosisininaalanguage languageyou youunderstand understand • •ToToshare shareyour yourconcerns concernsand andget getanswers answers to to yourquestions questions your CHOICE CHOICE accept,ask askfor forororrefuse refusetreatment, treatment,to to the the • •ToToaccept, extentpermitted permittedby bythe thelaw law extent expectthat thatyour youradvance advancedirectives directives for for • •ToToexpect endofoflife lifecare carewill willbe befollowed followed end havevisitors, visitors,unless unlessthis thisinterferes interfereswith with the the • •ToTohave well-being, rights or safety of you or others well-being, rights or safety of you or others
RESPONSIBILITIES RESPONSIBILITIES CARE AND COMMUNICATION CARE AND COMMUNICATION • To understand that verbal or physical abuse of • To understand that verbal or physical abuse of staff, patients and visitors will not be tolerated staff, patients and visitors will not be tolerated • To be respectful of other patients, visitors, and staff • To be respectful of other patients, visitors, and staff • To take part in your treatment plan to the best • To take part in your treatment plan to the best of your ability of your ability •• To understand that thataatreatment treatmentyou youask askfor formay may To understand not be provided if it is medically or ethically not be provided if it is medically or ethically inappropriate inappropriate •• To understand that thatthe theneeds needsof ofother otherpatients patients To understand may sometimes be bemore moreurgent urgentthan thanyour yourown own may sometimes •• To understand that thatbecause becauseUHN UHNisisaateaching teaching To understand hospital, supervisedstudents studentswill willbe behelping helpingtoto hospital, supervised care for for you you • To be honest honest about aboutyour yourpersonal personalhealth health information information CHOICE • To give valid valid Power Powerof ofAttorney Attorneydocumentation documentation to your health health care careteam, team, in incase caseyou youbecome become incapable of of making makingtreatment treatmentdecisions decisionsfor for yourself • To take part part in in your yourdischarge dischargeplanning planningand andinin your transfer your transfer to to another anotherfacility facilityififyou yourequire requirean an alternate level of care alternate level of care To keep •• To keep track track of of and andlook lookafter afteryour yourpersonal personal property and valuables property and valuables
page. ge. Created by Patient Relations (Patient Ombudsman), Created by Patient Relations (Patient Ombudsman), UHN 416-340-4907 / patientrelations@uhn.ca UHN 416-340-4907 / patientrelations@uhn.ca
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ABOUT UHN
HEALTH QUESTIONS YOU NEED TO ASK 1. What is my main problem?
______________________________________________________________
2. What do I need to do?
______________________________________________________________
______________________________________________________________
3. Why is it important for me to do this?
______________________________________________________________
______________________________________________________________
Adapted from Ask Me 3 TM
SIX THINGS YOU CAN DO TO TAKE PART IN YOUR CARE 1. Write down your questions when you see your health care provider. Ask them to explain in “plain language”. 2. Tell your health care provider about your past illnesses and any new or different symptoms you are having. 3. Bring all of your medicines, including vitamins and any over the counter or herbal remedies, when you go to the hospital or when you see your health care provider. 4. Tell a member of your health care team if you ever have had an allergic or bad reaction to any food or medicine. 5. Take a family member or friend along to help you remember what your health care provider says. 6. Make sure you know what to do when you go home from the hospital or from your doctor’s office.
NEED HELP? Visit a Patient & Family Library at one of our hospital sites, the UHN Patient & Caregiver Education website: www.uhnpatienteducation.ca, or talk to a member of your health care team.
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ABOUT UHN
www.uhnpatienteducation.ca
Are you a UHN Patient or Caregiver? Would you like to partner with us to help inform and shape care and services at UHN? There are two opportunities to engage with UHN in important planning and decision-making activities, as well as hospital priorities and projects. Become a Patient Partner
Join the Virtual Patient Focus Group
As a Patient Partner, you will become a member of our Patient Partners Program, consisting of current and former patients and caregivers. In this role, you will be sharing your experiences and perspectives with staff that will shape important hospital planning and decision making activities.
By joining, you will become a member of our online forum of current and former UHN patients and caregivers and be able to share your perspective on important hospital priorities and projects by participating in online surveys.
To learn more about these Patient Engagement opportunities, please email us at PartnersinCare@uhn.ca or call us at 416-340-5085 Partners in Care is UHN’s commitment to being compassionate, collaborative, and responsive to human need. www.uhnpartnersincare.com
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GENERAL INFORMATION FOR PATIENTS & VISITORS
GETTING TO THE HOSPITAL Directions (including Public Transit) & Map
Toronto Western Hospital (TWH) is located in the centre of the city, at the northeast corner of Dundas Street West and Bathurst Street. It is easily accessible by public transit. There are entrances to the hospital on Nassau Street, Leonard Avenue, Dundas Street West, Bathurst Street, and through the Krembil Discovery Centre (corner of Leonard and Nassau). The entrance to the Emergency Department is always open and is located on Dundas Street. Mailing Address: 399 Bathurst Street, Toronto, Ontario, M5T 2S8.
Public Transit:
North and South - Bathurst Streetcar: The most convenient subway station is Bathurst, on the Bloor Subway Line. Once there, take the Bathurst streetcar going south to Dundas Street West. It stops right outside the hospital. If you are coming from the south, take the Bathurst streetcar north to Dundas.
Map of the First Floor
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Toronto Western Hospital
East and West - Dundas Streetcar: From the Dundas subway station on the Yonge Subway Line, take the Dundas streetcar west to Bathurst Street. Visit the Toronto Transit Commission (TTC) website to plan your trip. Wheel-Trans: To request TTC Wheel-Trans Door-to-Door Paratransit Service please visit: www.city.toronto.on.ca/ttc/special.htm or call the RideLine (Touch Tone Service): 416-397-8000. For reservations, call 416-393-4222. Call the TTY Line: 416-393-4555 for Hearing Impaired requiring a TDD machine.
Parking
Parking is limited in the immediate hospital area. We suggest that when possible, patients and visitors come by public transit. Our visitor parking is located in the surface lot on Nassau Street (corner of Bathurst and Nassau) and also in the underground parking lot right off of Bathurst Street, just north of Dundas Street. Call Standard Parking: 416-214-1339 for current rates and/or wheelchairaccessible parking information. For current information on parking go to www.uhn.ca and search “parking.”
As of July 2016 the rates are:
Monday to Saturday Cars entering after 7:00 a.m. and exiting before 7:00 a.m. the next day: • ½ hour or less.......................................................................................$4.50 • 1 hour....................................................................................................$9.00 • 2 hours................................................................................................ $18.00 • Daily maximum (Nassau surface / Bathurst St. underground lots)......$25.00 Night Flat Rate Cars entering after 6:00 p.m. and exiting before 8:00 a.m. the next day • Monday to Friday...................................................................................$6.00 Flat Rate • Saturdays, Sundays and Holidays.........................................................$6.00 Lost ticket pays maximum daily rate.
A portion of parking revenues goes directly to the hospital to provide quality health care. Please do not park in hospital driveways. Vehicles parked in unauthorized areas will be ticketed and/or towed. Meter parking is also available on Dundas Street, Bathurst Street and Leonard Avenue. There are several public parking lots nearby.
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GENERAL INFORMATION FOR PATIENTS & VISITORS
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GENERAL INFORMATION FOR PATIENTS & VISITORS
ADMISSION TO THE HOSPITAL General Information
The Centre for Admitting, Registration and Discharge Services (CARDS) is located in the Fell Pavilion on the 1st Floor, Room 522 (across from Tim Horton’s). This is where you can get a hospital ‘blue’ card. Hours: Mon – Fri: 7:00 a.m. to 5:00 p.m. Outside of these hours admitting is done by the Emergency Department, from 5:00 p.m. to 11:00 p.m. on weekdays and during weekends and holidays. Ask for the ‘Admitting Clerk’ in Emergency. Please tell us your preferred language of communication (please see “UHN Medical Interpreters” on page 32 for more information). For information about medical services offered at UHN for non-residents of Canada call the International Patient Program (IPP): 416-603-5015.
What to Bring and What to Leave at Home:
What to bring to the hospital • Your Ontario Health Insurance Plan (OHIP) card: As of Nov. 28, 2016, it is important to bring your government issued health card to every appointment at UHN (the Toronto Western Hospital, Toronto General Hospital, Princess Margaret Cancer Centre and Toronto Rehabilitation Institute). If you do not have an OHIP card, you will need to bring another form of government issued photo identification, such as a driver’s licence or passport. • Your personal insurance policy/certificate (if you have insurance) and a credit card (for a semi-private or private room) • Your current medications in their original bottles (prescription and nonprescription medications including vitamins, minerals and herbal remedies). • Any CDs or DVDs of imaging studies (like x-rays, MRIs or ultrasounds) that you have had or a printout of test results. • Money for newspapers, magazines, coffee shop, etc. • Toiletries and personal items (toothbrush, comb, etc.) • Slippers, pajamas and a bathrobe • Reading material and telephone calling card or cell phone (see page 19 for more information on cell phone use) • If you use hearing aids, dentures or glasses, please bring them with you in their cases, labeled with your name • A change of clothes for going home What to leave at home To protect against theft or loss, do not bring these items to the hospital: • Jewelry or other valuables • Electrical items, unless checked by hospital staff • Large sums of cash, credit cards, computers Please note that the hospital is not responsible for lost or damaged valuables or personal items. If you cannot send your valuables home with a friend or family member, please sign them over to 2 authorized hospital employees for safekeeping.
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Our Security Department is involved with this process. Ask your staff nurse if you need more information.
YOUR HEALTH CARE TEAM Like most hospitals, UHN uses a team approach to delivering health care. This means that patients are examined and treated by a variety of medical and allied health professionals rather than by a single doctor. This team may include any of the following: • Doctors – Staff Doctors, Medical Fellows, Medical Residents, Clinical Associates and Medical Students • Registered Nurses, Nurse Practitioners, Clinical Nurse Specialists, Nursing Coordinators and Nursing Students • Occupational Therapists and Occupational Therapy Assistants • Pharmacists and Pharmacy Technicians • Physiotherapists and Physiotherapy Assistants • Psychologists • Registered Dietitians and Diet Technicians • Respiratory Therapists • Social Workers • Speech Language Pathologists • Spiritual Care Professionals • Technologists • Many other professional staff This team approach may lead to patients being asked the same questions by different health professionals. UHN, in addition to its affiliation with the University of Toronto, is a partner in training health care professionals with over 50 institutions of higher learning. Each year, more than 3,500 individuals come to learn and work at UHN. Therefore, during your stay, you can expect to be seen by trainees in virtually every health care profession. You may meet medical students, residents and fellows. Medical students are not yet doctors but are learning the art and science of clinical medicine. Residents have graduated as doctors and are now spending three to seven years developing a specialty. Fellows have completed their specialty training and are spending an extra year or two learning an area of highly specialized care. All clinical trainees are supervised by one of the professional staff at UHN. As a patient you play an important role in the training of our future doctors, nurses and other health professionals. This assures the highest quality of health care for all of us in the years to come.
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GENERAL INFORMATION FOR PATIENTS & VISITORS
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GENERAL INFORMATION FOR PATIENTS & VISITORS
PROTECTING YOUR PRIVACY At UHN, we recognize that patients’ personal health information is private and must be treated with respect and sensitivity.
How We Handle Your Information: Your personal health information may be used to:
• Identify you at each visit and help make treatment decisions • Maintain a record of the care you received • Comply with legal requirements (for example, to get payment for health care) • Make our health services better and more efficient • Support research & educational programs
Access to your information is limited to those who provide or support your care, such as doctors, nurses, technicians, therapists, and other health professionals. Sometimes we ask outside health care professionals for information about you if we need it to provide care at UHN.
Sharing of Personal Information: UHN may share your personal health information with:
• Your next of kin or a legal representative – a person you choose • Your other outside health care providers as part of your care • Health regulatory agencies (for example, agencies that track wait times) • Public authorities (for example, Public Health to track infections)
Your Rights & Choices:
The hospital protects your information with safeguards and works to make sure that all records are as up to date as possible. If you would like to see your health record, ask one of your care providers to arrange a time to review your record with you. Once discharged, you may also request a copy of your record from the Release of Information Department: 416340-4771.
Please let us know if you would not like your information shared with: • Visitors and callers • Religious or spiritual advisors from the community • UHN Foundations – Telephone: 416-946-2114
The UHN Privacy Office can tell you more about how the hospital protects privacy. Telephone: 416-340-4800 ext. 6937.
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PATIENT ACCOUNTS & BILLING During your stay you may incur some additional costs that will not be covered by OHIP or other insurance. When this occurs, the hospital will keep track of the charges and bill you when you are discharged to go home. Usually these are charged to your credit card imprint which is taken at the time of admission.
The following list contains some of the expenses not covered by OHIP: • Cost to upgrade to a private or semi-private room • Cost of walking aids such as crutches, canes or walkers • Cost of ambulance services • Cost of cosmetic and other surgeries not covered by OHIP
Please make sure our Billing Department knows what your OHIP coverage is and any extra insurance coverage you may have. This information should have been collected when you were admitted. If we did not get your OHIP number when you were admitted you may be billed the full uninsured rate. Bills may be paid at the Patient Accounts cashier window located on the Ground Floor, Main Pavilion, Room 410. We accept cash, debit or credit card. Please bring your bill and your health card (OHIP card) or other government issued identification with your address and photo. Hours: Weekdays 8:30 a.m. – 4:30 p.m. For more information call the Billing Department: 416-340-3060. You may log on to www.uhn.ca and enter the words ”pay your bill” in the search box and click on the word “Search” to get more information or to pay online.
INFECTION PREVENTION & CONTROL “Scream Clean” is the name of UHN’s hand hygiene campaign. This campaign reminds staff, patient and visitors that hand hygiene is one of the most effective ways of preventing the spread of germs and is a top priority at UHN. Infection Prevention and Control (IPAC) provides many hospital-wide programs for the prevention and control of infections including providing education to our patients and their families. At UHN all staff receive infection control training to safeguard our patients from germs and diseases. For this reason, you may see staff wearing protective equipment when caring for certain patients. Our patients play an important role in reducing the spread of infectious diseases. Please wash your hands often during your stay, and ask your visitors to do so as well. If family members are unwell, please ask them not to visit you while in hospital. The IPAC team is always available to answer your questions. Please contact us at ipac@uhn. ca or call 416-340-4800 ext. 7801.
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GENERAL INFORMATION FOR PATIENTS & VISITORS
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GENERAL INFORMATION FOR PATIENTS & VISITORS
VISITING HOURS & GUIDELINES University Health Network encourages you to visit friends and family while they are healing. Having loved ones nearby makes patients more comfortable and speeds up their recovery.
Visiting hours can vary depending on the unit so please call before visiting the hospital. At the hospital, we ask both patients and visitors to: • Wash their hands at the handwashing stations near the entrances when they come in • Self-screen for symptoms before coming into the hospital
Visiting Guidelines
At UHN, we have Visiting Guidelines to help us protect patients’ right to privacy and confidentiality. Our guidelines also help protect everyone from infections.
If you are visiting a patient at UHN:
• Please do not visit the hospital if you or your children are feeling sick, have a fever or new/worsening cough, have diarrhea or vomiting. • Please clean your hands when entering the hospital, before entering and after leaving a patient room, and often during your visit with us. • Please make sure that no more than two visitors are at the patient’s bedside at any one time. Some critical care areas may allow only one visitor at any one time • Please make sure that children under 12 are with an adult at all times. • Please help us to maintain the privacy and healing environment of all our patients and their families.
Please know that, at times, we may ask your visitors to leave so that we can give you or your roommate(s) care in privacy. For unit specific information about flexible visiting please speak to the health care team on the patient care unit or department for details. Patient visiting is also subject to possible exceptions due to concerns around communicable diseases.
Also see the visiting website at www.uhn.ca or contact: TWH Information Line..............416-603-5800 Ext. 5702
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DISCHARGE PLANNING & PATIENT RESOURCES Discharge Planning & Social Work
Discharge time may vary. To avoid extra charges please check with unit staff and leave your room by the time instructed, so it can be prepared for the next patient. If possible, arrange for someone to take you home before you come to hospital. When you leave the hospital please make sure that you have all your belongings and hospital card, as well as any other information that is important to you. If you are unsure about anything ask your health care provider before you leave. If needed, a social worker will help you plan for when you go home. While most patients return home after surgery without needing extra services, there are many 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. You may be eligible for professional services in your home after your hospital care. As well, you may wish to pay for homemaking services to help you in your first few days at home. If your care at the hospital is complete and you are waiting for a room in a Long Term Care (Nursing Home) or a Complex Continuing Care facility you will be charged a co-payment fee while you wait in the hospital. As of July 2016 the fee is $58.99 per day, with a maximum monthly rate of $1 1,794.28. Since this rate is based on income our finance department may be able to reduce the rate. Call: 416-340-3061. For information about discharge planning, please ask your health care team to refer you to a social worker or call TWH Social Work: 416-603-5800 ext. 5761; TWH Discharge Planning: 416-603-5800 ext. 3154.
“My Surgery” Patient Education Guide
The time leading up to surgery can be an anxious time for you, full of questions and concerns. To help, UHN has a userfriendly Surgery Patient Education Guide (3rd edition, 2015)— a free tool for you to record information about your surgical process and learn about each stage of your care. During your surgery experience, your “My Surgery” guide may be customized with information to suit your individual health information needs, including treatment-specific brochures, booklets, information sheets and other materials. You may also add in any information that is right for you. • To get a “hard” copy of the guide, please talk to your health care team. • To download a copy of the guide, log on to the Surgery Patient Education Guide website at www.uhn.ca and click on “Patient and Families” (top left) “Surgery Patients” • You can also search through our health information pages, view a series of surgery-related videos or find help to plan your discharge home after your surgery at www.uhnpatienteducation.ca. www.uhn.ca
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GENERAL INFORMATION FOR PATIENTS & VISITORS
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SERVICES AT TORONTO WESTERN HOSPITAL
SERVICES AT TORONTO WESTERN HOSPITAL Accommodations Places to Stay
There are a number of hotels available within walking distance. For information on local hotels call the Toronto Tourism Call Centre: 416-203-2500 (Toll-free Line: 1-800-499-2514), or ask for an Accommodations list from Social Work. Some hotels offer discounted prices for out-of-town family members and visitors of hospital patients. Usually a letter from the Social Worker in Discharge Planning at TWH is required. Please check with the hotel you choose to confirm details. For more accommodation options please visit our website at www.uhn.ca and click on “Patients and Families” > “Patient Services” > “Accommodations and Places to Stay”.
Hospital Inpatients
Residents of Ontario are covered by OHIP and are entitled to standard unit care (4 or more beds in one room). You may upgrade your room to: • Semi-private: two beds in one room, at an additional cost of $275 per day (as of April 2016). • Private: single room, at an additional cost of $310 per day (as of April 2016). When you make your request for preferred accommodation you will be required to sign a room request form and you will be asked to provide a credit card imprint for any balances not covered by your insurance. If you have additional private insurance, it may cover some or all of the upgrade cost. If not, you will have to pay the extra daily charges. Please check your insurance coverage before you are admitted to the hospital. The hospital cannot always meet a request for a semi-private or private room. If your choice of room is not available when you are admitted, you will be moved as soon as one becomes available. For questions about paying for an upgraded room please call Corporate Billing: 416-340-3060. For questions about your accommodation changes, please contact the TWH Revenue Analyst at 416-603-5800 ext. 2046 Monday to Friday 8:30 am – 4:30 pm. On evenings and weekends, contact Admitting Department at 416-603-5800 ext. 5705. For questions about paying for an upgraded room, please call Corporate Billing and Accounts Receivable at 416-340-3060.
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Ambulance Services
Hospitals are required to bill a co-payment charge to patients for the use of an ambulance, in accordance with provincial legislation in Ontario (Health Insurance Act, Regulation 552).
Current rates set by the Ontario Ministry of Health and Long-Term Care:
$45 - For patient with a valid health card (OHIP card) $240 - For patient who requests ambulance services for reasons that are not medically necessary $240 - For patient with a valid health card from another province or territory $240 - For patient who does not have a valid provincial or territorial health card or who is a non-resident of Canada.
Cellphone and Other Devices Usage
You are welcome to use your radio-frequency-transmitting device (cellular phone, PDA (personal digital assistant) with radio transmitter, two-way pager, walkie-talkie) in our lobbies, food court areas and other places that do not involve direct patient care. We ask that you turn your phones off whenever you are in an area where our patients receive care. This is important because radio-frequency devices have been shown to interfere with the proper operation of certain medical equipment at close range. Affected areas of the hospital will be indicated by signage. We appreciate your cooperation as we work to ensure the safety of your loved one and all our patients. For the privacy and safety of our patients, we ask you not to use the camera feature on your phone to take photos, including those of your loved one, while at UHN.
Clinical Nutrition
Dietitians at UHN are registered with the College of Dietitians of Ontario, the provincial regulatory body. They are also members of the national organization, Dietitians of Canada. The practice of dietetics and nutrition at UHN adheres to the standards of care, legislation and conduct as mandated by both these organizations. Clinical Nutrition provides comprehensive nutrition care for our patients by translating the complex science of nutrition into practical dietary advice.
Responsibilities include:
• Assessing nutritional status of patients with a medical condition, illness or injury • Identifying specific nutritional concerns • Developing individualized nutrition care plans
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• Applying the appropriate intervention, including modification of therapeutic diets and nutrition counseling and education for patients, families and caregivers • Monitoring clinical progress
Food & Retail Services Inpatient meals
At UHN, we provide approximately 2000 meals to patients every day. Nutrition Services collects your likes and dislikes within 24 hours of your admission. We then enter them into our computer system. The computer selects meals keeping in mind personal preferences, food allergies, and the diet plan ordered by your doctor or dietitian. Meals are planned to provide balanced nutrition. Toronto Western Hospital Atrium Food Court, Business Hours: Note: Hours are subject to change without notice. Asian Gourmet Mon – Thurs: 10:00 a.m. – 7:30 p.m. Fri: 10:00 a.m. – 6:30 p.m. Sat: 11:00 a.m. – 4:00 p.m. Sun: Closed The Bagel Stop Mon – Fri: 6:30 a.m. – 7:00 p.m. Sat & Sun: Closed Booster Juice Mon – Fri: 8:00 a.m. – 8:00 p.m. Sat, Sun & Holidays: 11:00 a.m. – 7:00 p.m Druxy’s Mon – Fri: 6:00 a.m. – 9:00 p.m. Sat, Sun & Holidays: 7:00 a.m. – 9:00 p.m. Gino’s Pizza Mon – Sat: 9:00 a.m. – 7:00 p.m. Sun & Holidays: Closed. Mix it Up Mon – Fri: 7:00 a.m. – 6:00 p.m. Sat: 9:00 a.m. – 3:00 p.m. Sun & Holidays: Closed. Mr. Sub Mon – Fri: 10:00 a.m. – 7:30 p.m. Sat: 11:00 a.m. – 6:00 p.m. Sun & Holidays: 11:00 a.m. – 6:00 p.m. Second Cup (at Leonard Avenue entrance) Mon – Fri: 6:00 a.m. – 7:00 p.m. Sat, Sun & Holidays: Closed.
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Soup it Up Mon – Fri: 9:00 a.m. – 6:00 p.m. Sat & Sun: 11:00 a.m. – 3:00 p.m. (Closed in summer) Holidays: Closed. Sushi! By Bento Nouveau Mon – Fri: 10:00 a.m. – 6:00 p.m. Sat: Closed Sun: 11:00 a.m. – 2:00 p.m. Holidays: Closed. Tim Hortons Mon – Fri: 6:00 a.m. – 10:00 p.m. Sat & Sun: 6:00 a.m. – 9:30 p.m. Holidays: 6:00 a.m. – 7:30 p.m. Wing Machine Mon – Sat: 9:00 a.m. – 7:00 p.m. Sun & Holidays: Closed.
ATM Machines
There is one ATM machine located in the Atrium (Main Floor, Bathurst entrance) and another at the Nassau Street entrance (near Atrium elevators).
Eyes First Eyecare
Dr. Michelle Markowitz, Optometrist Located on the main floor in the Atrium, Eyes First Eyecare offers primary eyecare service which includes eye examinations for medical conditions such as diabetes and glaucoma as well as for prescribing eyewear. The office also offers a large selection of eyeglasses, sunglasses, contact lenses and low vision aids. Eye examinations are arranged by appointment. Hours: Mon-Fri: 9:00 a.m. – 5:00 p.m. Telephone: 416-603-5470.
Vending Machines
Vending machines are located in areas throughout the hospital and in the Atrium (Main Floor) just past the Security Office. The machines are available 24 hours a day, 7 days a week. Revenue generated from Retail Operations goes directly to the Hospital to help fund patient care and UHN programs.
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For Your Safety Balloon Allergies
Please do not bring latex balloons into the hospital because some patients may have serious allergic reactions to them. Mylar balloons are allowed.
Delirium
Delirium is a condition which causes a person to become confused in their thinking. At University Health Network (UHN), our focus is on patient safety. This includes preventing delirium from happening to any patient. We carefully screen (check) our patients for factors that may cause delirium. We then address these factors early to help prevent it. Signs and symptoms of delirium include: • Disorganized thinking • Memory changes • Having delusions • Changing energy levels
• Difficulty concentrating • Hallucinating • Feeling restless
Family members, caregivers and friends have an important role to play in delirium prevention, identification and treatment. 1. Family, caregivers, and friends should talk to the health care team about how to prevent delirium and how to help their loved one during a hospital stay. 2. If family, caregivers or friends notice any one of the signs of delirium or see changes in their loved one’s behaviour, they should talk to the health care team right away.
Disruptive Behaviour
Visitors who demonstrate disruptive behaviour will be limited in their ability to visit. Children who are disruptive or disturb other patients may be asked to leave.
Electrical Appliances
For safety reasons, no plug-in electrical equipment other than CSA approved hair dryers and electric razors are permitted in patient rooms. Self-contained battery-operated items such as media players with earphones are permitted.
Fire Precautions
Every effort is made to protect the hospital against fire. Our staff must practice fire safety procedures regularly. Do not worry if you hear a fire alarm bell. Should a real emergency exist, we will tell you at once and our trained staff will help you. Fire exits are clearly marked throughout the hospital.
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Flowers and Plants
Flowers and plants delivered by florists will be brought to your room except in some areas, including Intensive Care Units and Hematology and Respirology floors where flowers and plants are not permitted. Your family and friends may check with your nursing station before bringing flowers and plants.
Hospital Security
All hospital staff are required to wear an identification badge showing their name, job title and department. Hospital security officers are on duty 24 hours, 7 days a week. If you notice any suspicious individuals call Security: ext. 5568 and tell your nurse or another staff member.
Scent-Free Environment
Perfumes, colognes and other scented products may cause severe allergic reactions in other people. Please do not use them in the hospital.
Service Animals and Household Pets
A Service Animal is a working animal that is specially trained to support people with disabilities. Your service animal is welcome to accompany you during your visit at UHN. In case you are admitted to hospital, other plans will be made to help care for your service animal while you are in hospital. Service animals can be brought into any area of UHN where permitted by our Infection Prevention & Control Department. Please note that household pets are not service animals. Please ask any staff member if you have any questions.
Smoke-Free Environment
Smoking and second-hand smoke is the leading cause of preventable death. Smoking is not permitted 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.
Wheelchairs and Assistive Devices
Wheelchairs are kept near the main entrances of each hospital. If a wheelchair is not available at the time of your visit, please visit the Information Desk and the staff there will try to help you. You may bring your own wheelchair and other assistive devices to the hospital (an assistive device is any piece of equipment, such as a cane or walker, which helps a person with a disability.) Please note that UHN is not responsible for wheelchairs or other assistive devices that are lost or stolen. You may wish to label your device with your name before coming to the hospital. www.uhn.ca
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Please keep UHN smoke free. It is the law. Smoking and second-hand smoke is the leading cause of preventable death. Smoking is not permitted anywhere at UHN – inside, outside, or in parking garages. If you smoke, you can be fined up to $5,000, and UHN could be fined $300,000. Quitting is one of the best things you can do for your health. Find support: At UHN: Princess Margaret Cancer Centre Outpatient Pharmacy & Toronto General Hospital Outpatient Pharmacy (416) 340-QUIT (7848) Toronto Western Hospital – Shoppers Drug Mart (416) 603-5800 ext. QUIT (7848) Email: QuitSmoking@uhn.ca
In the community: Smokers’ Helpline 1-877-513-5333 www.smokershelpline.ca Toronto Public Health (416) 338-7600 publichealth@toronto.ca toronto.ca/health Nicotine Dependence Clinic, CAMH (416) 535-8501, Press 2 The STOP Program Available at most Family Health Teams (FHTs), Community Health Centres (CHCs), Nurse Practitioner-Led Clinics (NPLCs) and Addictions Agencies. Ask your FHT, CHC, NPLC or Addictions Agency to learn how to enroll.
Interested in quitting? Visit uhnsmokefree.ca
Information Desk
There is an Information Desk located in the Atrium (Main Floor) near Shoppers Drug Mart. Staff and volunteers are there to direct patients and families to different areas in the hospital. Please ask at the Information Desk if you need a companion to help you get to your appointment, test or procedure. Hours: Mon – Fri: 7:00 a.m. - 6:00 p.m. Sat & Sun: 10:00 a.m. - 4:00 p.m. Telephone: 416-603-5800, ext. 5702.
Information Telephones
An Information Telephone is located at the Information Desk to be used after hours. This phone connects visitors to our switchboard to assist them in locating patient rooms. Public pay phones are also available throughout the hospital.
Internet Access
All UHN Patient and Family Libraries have a computer with free internet access. UHN also offers free wireless internet access, available in most locations at Toronto General & Toronto Western Hospitals, Toronto Rehab, and the Princess Margaret Cancer Centre, to help patients stay in touch with family and friends while in hospital. If you have a wireless enabled device, you can connect to the internet by choosing to join the “Wireless-Guest” network. No password is required, but you must open your web browser to read and accept the Terms of Usage before you can surf the web. Tip: internet proxy must be DISABLED. Refer to your web browser’s manual on how to disable the internet proxy. If you have trouble accessing your email, contact your provider. UHN has a number of automated filters and security measures in place to protect our network and users. As a result, Guest Wireless users may have difficulty accessing some websites. The Guest Wireless network is generally available 24/7, but there may be unplanned outages. Please be aware that UHN staff cannot provide technical help. It is the user’s responsibility to make sure their equipment is working, properly configured, and protected against potential abuse such as viruses, malware and breach of privacy. UHN assumes no responsibility for any direct or indirect damages arising from the use of its connection to internet services. To prevent theft, never leave your device(s) unattended. Send related comments to UHN-wireless-guest@uhn.ca.
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Lost and Found
If you have lost an item or want to report a found item call Security: 416-603-5800 ext. 4111, or drop by the Security office in the Atrium (Main Floor) near the Bathurst Street entrance. A found item can also be turned in to hospital staff who will make sure it is sent to our Security office for safekeeping. Unclaimed items will be held for up to thirty (30) days.
Mail Delivery
Incoming mail is delivered once a day. Please ask your friends and relatives to address your mail as follows: Your full name Floor, Wing, Room and Number Toronto Western Hospital 399 Bathurst Street Toronto, ON M5T 2S8 Outgoing mail with proper postage can be left at your nursing station. Canada Post mailboxes are also located by the Nassau Street entrance and outside the Leonard Avenue entrance. Stamps may be purchased at Shoppers Drug Mart in the Atrium (Main Floor). Mail received after you go home will be forwarded to your home address.
Newspapers, Magazines and Books
Newspapers, magazines and books may be purchased at Shoppers Drug Mart in the Atrium (Main Floor). Volunteer Services maintains a library of books, paperbacks and magazines for our patients. A book cart makes its rounds on all patient floors every day.
Nursing
“We are ever present and crucial to patient and system outcomes” At UHN, nurses provide competent, compassionate, collaborative care to patients and their families through a commitment to patient care, education, research and innovation. They provide care to patients across the continuum: in acute care, rehabilitation and longterm care, and community settings. Nursing’s most critical contribution to safe and effective patient care is the ability to coordinate and integrate multiple aspects of quality within the care provided by nursing and across the care delivered by others. Using a spirit of inquiry, nurses connect knowledge to care!
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Occupational Therapy
Occupational therapists work with people to achieve their unique “occupations”, which include the daily tasks a person does to accomplish their own care, leisure or productive activities (e.g. work, school, child care). Occupational therapists evaluate a person’s abilities, goals, and environment to create unique solutions that enable safe, independent and meaningful functioning in hospital, home and the community. They work with various populations encompassing physical, cognitive and mental health issues.
Parking
Please see parking information on pg. 11 in the General Information for Patients & Visitors section, under Getting to the Hospital.
PATIENT & CAREGIVER EDUCATION PROGRAM About the Patient & Caregiver Education Program at TWH “Improving health through education” The UHN Patient & Caregiver Education Program is dedicated to the education of patients, caregivers, families, students and staff. We help to make sure that patients, caregivers and their families have the skills and knowledge to manage their care, make informed decisions, and lead healthier lives. They can access health information from:
• One-on-one discussions with health care providers • Attending educational sessions • Reading pamphlets or booklets • Reviewing or borrowing materials from the Patient & Family Library • Using the website www.uhnpatienteducation.ca We encourage all patients to ask for the information they need and to speak with members of the health care team to ask questions about their care.
TWH Paul B. Helliwell Patient & Family Library
The Patient & Family Library provides reliable and up to date health information for patients, their families, caregivers, staff, and community members. To serve our diverse population we offer materials in many languages including English, Chinese, Portuguese, Spanish, Italian and Vietnamese. Visit the Library today! All of our services are free of charge.
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Allof of our our services services All arefree free of of charge charge are
Internet access Internet
eBooks iPads eBooks
audio books videos audio videos
communityservices services information information community adaptivetechnology technology adaptive
mobile health health apps mobile
CDs DVDs DVDs brochures CDs brochures
healthinformation information health
books
Visitthe thePatient Patientand andFamily FamilyLibrary Libraryat atToronto Toronto Western Western Visit p.m. Hospital:Monday Monday––Friday, Friday,8:30 8:30a.m. a.m. –– 4:30 4:30 p.m. Hospital: st Floor, WestWing, Wing,Room Room419 419 1st1Floor, West
416-603-6277 416-603-6277
twpfl@uhn.ca twpfl@uhn.ca
Searching for health information
Library staff can provide tailored health information packages. Contact the Library to request information and it can be delivered to your room. These searches are completed by qualified information specialists.
Loan policy
The first time you borrow material(s), you will need to register by showing valid identification with your name and address, such as a Driver’s License or blue UHN hospital card. Once you are registered with us, you may borrow from any of the UHN Patient & Family Libraries.
Newsletter
The Library produces a bi-monthly newsletter featuring health topics and events of interest to the TWH patient and family population. You can join our mailing list to receive the newsletter via email. We also have printed copies available on site.
TWH Monthly Talk Information
The Monthly Talk is a free health presentation for patients, caregivers, families, visitors, hospital staff and community members. Each month a presenter explains a different health topic. These presenters are health care professionals from UHN (for example, doctors, nurses, dietitians, therapists and social workers). Our goal is to give you information on how to prevent certain illnesses and how to take better care of your health. • The presentation is about 1 hour long • There is a question and answer period after the presentation • Pictures and video clips may be used to better explain the topic • Handouts are available for you to take home The talk is in English. If you do not speak English, free interpretation is provided through the use of a headset where you can hear an interpreter speaking in your language. Register at least one week before the event to confirm. Events will take place in a room that is accessible. Please call ahead if you have special needs. We ask participants to help us improve future sessions by filling out an evaluation form at the end of each talk. If you cannot attend the Monthly Talk in person you can watch it live (in English) on any computer that has high speed internet at http://webcast.otn.ca. All recorded sessions are available for 2 years on our website at www.uhnpatienteducation.ca. Your face and voice may be captured when you attend talks in person. For information about registration, event location, interpretation and future topics please call 416-603-5800 ext. 6475. www.uhn.ca
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Patient Relations / UHN Patient Ombudsman
If you need the assistance of Patient Relations or the UHN Ombudsman to address concerns, complaints, disagreements or conflicts call: 416-340-4907, between 8:30 a.m. and 4:00 p.m., Monday to Friday. We are located at the Toronto General Hospital on the 1st floor of the R. Fraser Elliott Building, in Room 401. Patient Relations serves patients and family members at all UHN sites: Toronto General, Toronto Western, Princess Margaret and Toronto Rehab hospitals. We are available by email at patientrelations@uhn.ca Mailing address: Toronto General Hospital, R. Fraser Elliott Building, 1S-401, 190 Elizabeth Street, Toronto, ON, M5G 2C4. Your opinion matters to us: please consider joining our Virtual Patient Focus Group. Call or email to join. You can follow us at our blog: http://patientaspartneratuhn.com/
Pharmacy
Pharmacists in the hospital work with your health care team to ensure that you receive the best medications. They provide you with information about your drugs and their safe use. When leaving the hospital, be sure to stop by the hospital owned Shoppers Drug Mart, located in the Atrium (Main Floor) near the Bathurst Street Entrance. Here, our friendly staff provides medications customized to your health care needs. We stock drugs that are often not readily available at your local pharmacy. Our unique services and customized formulations help facilitate a smooth transition from your stay at the hospital to your return home. For your convenience we can make special delivery arrangements. TWH Outpatient Pharmacy - Shoppers Drug Mart Hours: Mon - Fri: 8:30 a.m. – 7:00 p.m. Sat: 9:00 a.m. – 5:00 p.m. Sun & Statutory Holidays: Closed Telephone: 416-603-5686 Fax: 416-603-6764
Physiotherapy
Physiotherapists are available on all inpatient units. They may be part of your health care team. They are specialists that provide assessments, treatments, and education to assist with secretion clearance, improving and maintaining functional independence and physical performance, preventing and managing pain, and improving overall health and fitness. A doctor’s referral is required to be treated by physiotherapists in the hospital.
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Social Work
Social workers are assigned to most areas of the hospital and are trained to help patients and family members deal with financial, social and emotional problems that relate to illness and hospitalization. They may also be involved in the discharge process. If you or your family is having difficulty coping with your illness, or if you have concerns about how you will manage when you leave the hospital you may wish to speak to a social worker. Your health care provider can arrange for a social worker to see you.
Speech-Language Pathologists
The Department of Rehabilitation Services has a group of Speechlanguage Pathologists (S-LPs) who work across all 4 hospital sites. S-LPs work with those who are isolated due to communication difficulties or get involved when a patient has trouble eating and/or swallowing. S-LPs are integral members of the Tracheotomy teams here at UHN. Your health care provider can arrange for a speechlanguage pathologist to see you.
Spiritual Care Department
You don’t have to be religious to benefit from spiritual care. We strive to support all types of spiritual expression: religious practice, personal relationships, artistic creation, a connection to nature and more. Our spiritual care professionals will help you express your feelings and concerns in a way that honours your values and beliefs.
Spiritual Care Providers offer:
• Encouragement and solace • Support for loss and grief • One-on-one visits • Opportunities for prayer, meditation and reflection
Ask a staff member or hospital volunteer to contact Spiritual Care for you, or follow the prompts and leave your contact number at Pager: 416-719-1234 - between 8:30 a.m. and 11:00 p.m. daily. Outside these hours, you can leave a message with the Administrative Assistant at: 416-603-5836. Someone will contact you the next day to follow up. To contact a Roman Catholic priest for Sacrament of the Sick, call 416-467-2927 between 11:00 p.m. and 8:30 a.m. We have a Centre for Spiritual Reflection at each of our hospitals open from 6:00 a.m. – 10:00 p.m. At TWH the centre is located on the 7th Floor in the Fell Pavilion, Room 112, near the elevators. A Muslim Prayer Room is located on the 8th Floor, in the McLaughlin Wing, Room 437.
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Taxi Service
Taxi cabs are usually available outside the entrance to the Atrium (Main Floor) by the Nassau Street entrance. And a taxi stand is located on the east side of Bathurst Street. Free direct telephone lines to Royal Taxi and Beck Taxi are located in the Atrium (Main Floor) near the Bathurst Street entrance.
Telephone & Television Service (Bedside)
Patients can ask the unit team members for information on how to get service on the telephone and television at their bedside.
UHN Medical Interpreters
University Health Network is committed to ensuring effective communication throughout the continuum of care for patients with limited English proficiency and patients who are deaf, deafened and hard of hearing. The department of Interpretation and Translation Services offers professional medical interpreters (face-to-face and phone interpreters) in over 150 languages, including American Sign Language, to help patients communicate with their health care team. If you would like an interpreter, please ask your care provider to contact Interpretation Services. This service is provided free of charge.
Intérpretes médicos de UHN
University Health Network está entregada a garantizar una comunicación eficaz durante todo el proceso de atención médica para aquellos pacientes que tienen un nivel limitado de comprensión del inglés, y para aquellos pacientes que tienen problemas auditivos en variados grados. El Department of Interpretation and Translation Services (Departamento de Servicios de Interpretación y Traducción) le ofrece intérpretes médicos profesionales (en persona y por teléfono) en más de 150 idiomas, incluyendo el lenguaje de señas americano, para ayudar a los pacientes a comunicarse con su equipo de atención médica. Si desea obtener los servicios de un intérprete, pida a su proveedor de la salud que se comunique con el departamento de Servicios de Interpretación y Traducción. Este servicio es gratuito.
Gli interpreti medici dell’UHN
L’University Health Network si dedica ad assicurare la comunicazione in tutta la sfera di cura per i pazienti con competenza limitata d’inglese e per i pazienti che sono sordi, assordati e duri d’orecchi. Il dipartimento dei Servizi di Interpretariato e Traduzione offre interpreti medici professionali (a quattr’occhi e interpreti via telefono) in più di 150 lingue, inclusa la American Sign Language, per aiutare i pazienti
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a comunicare con la loro squadra sanitaria. Se Lei desidera un interprete, chieda al Suo medico curante di contattare il servizio di interpretariato (Interpretation Services). Il servizio è gratis.
Intérpretes médicos da UHN
A University Health Network está empenhada em garantir uma comunicação eficaz durante todo o processo de cuidados médicos para aqueles pacientes que têm um nível limitado de compreensão de inglês, e para aqueles pacientes que tem problemas auditivos em graus variados. O Department of Interpretation and Translation Services (Departamento de Serviços de Interpretação e Tradução) oferece intérpretes médicos profissionais (em pessoa e por telefone) em mais de 150 idiomas, incluindo a linguagem de sinais americana, para ajudar os pacientes a se comunicarem com a sua equipa de cuidados médicos. Se deseja obter os serviços de um intérprete, peça ao seu provedor de cuidados da saúde que se comunique com o departamento de Serviços de Interpretação e Tradução. Este serviço é gratuito.
UHN Medical Interpreters 大學健康網絡醫學傳譯員
在為只懂有限英語以及失聰、聽力受損和弱聽病人提供的一連串醫護服務中， University Health Network （大學健康網絡）致力確保雙方能夠有效地溝通。 傳譯和翻譯服務部提供超過一百五十種語言，包括美國手語等專業醫學傳譯（面 對面和電話傳譯），幫助病人與醫護人員溝通。如果你需要傳譯員幫助，請要求 你的醫護人員與傳譯服務聯絡。傳譯服務是免費提供的。
UHN Shuttle Bus Service and Schedule to Toronto General & Princess Margaret Hospitals
For those patients and staff who need to travel to Toronto General Hospital or Princess Margaret Hospital, we offer a free shuttle bus service. The bus normally leaves from the Leonard Avenue entrance at Toronto Western Hospital (TWH) and drops passengers off at the University Street entrance of Toronto General Hospital. Please check the UHN public website at www.uhn.ca for any updates on shuttle operations. The shuttle bus only picks up or drops off passengers at the Toronto General or Toronto Western sites - there are no other drop off or pick up locations.
The schedule for travel to Toronto General, Princess Margaret Hospitals:
• Leaves TWH every 15 minutes between 6:00 a.m. and 8:00 p.m. • There is no shuttle service on weekends or holidays.
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• Patients going to the Princess Margaret Cancer Centre can take the bus to Toronto General, and then walk across University Avenue to enter that hospital.
UHN Web Site
For more information on Toronto Western Hospital and UHN, please visit our web site at www.uhn.ca. We offer our Health Information Pages covering many of the health conditions that our patients have as well as useful information to help you understand your care and keep you safe while you are with us. You may also log on to www.uhnpatienteducation.ca for a quick link to these pages.
Volunteer Resources
Each of the hospitals at UHN has a Volunteer Resources Department that coordinates the placement and scheduling of volunteers in partnership with staff. We provide our patients, families, visitors and staff with assistance and services to help augment the efforts of caring and busy professional staff. Volunteers at UHN are valued and visible participants across the 4 hospital sites. You will recognize our TWH volunteers by the burgundy-coloured vests they wear while on duty.
Volunteer Resources Departments:
Toronto Western Hospital Volunteer Resources:.......................................................416-603-5800 ext. 6125 People of all ages, from different walks of life, volunteer at UHN. If you are a caring, positive and helpful individual seeking an exciting opportunity to work with a health care team at UHN please contact us at one of the numbers above or send us an email at volunteering@uhn.ca. Volunteers truly make a difference in the lives of our patients and families.
Is there anything we missed in this publication that would have been valuable to know? If so, contact Patient & Caregiver Education at 416-603-6475. UHN is constantly changing to meet your needs so the information presented here may change before this directory is updated again.
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The Foundations of University Health Network The Toronto General & Western Hospital Foundation raises funds to support world-class research, education and patient care at Toronto General and Toronto Western Hospitals. TG&WHF is also the corporate foundation of UHN and raises funds in support of interdisciplinary services such as nursing, surgery, education, medical imaging, pain management, anesthesia, emergency medicine, clinical evaluative sciences, and women’s health. 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, Canada’s cancer research hospital. The Arthritis and Autoimmunity Research Centre Foundation is dedicated to beating arthritis by raising funds for research into arthritis and related autoimmune conditions. The Foundation helps to support Canada’s most comprehensive collaboration of experts in this field, working in laboratories and clinics across all three UHN hospital sites. 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. While the Ministry of Health and Long-Term Care covers a portion of UHN’s operating costs, it is the generosity of our donors who enable the purchase of state-of the-art equipment, fund innovative research, and refurbish or build new facilities. The support of our community is vital to our success. UHN’s foundations are committed to supporting initiatives that will transform health care for our patients, our community and the world. Here are some of the many ways you can support UHN: • A gift “in honour” or “in memory” is an especially meaningful way to support breakthrough research, state-of-the-art equipment and education initiatives. Weddings, birthdays, Bat or Bar Mitzvahs, anniversaries - any occasion is the perfect time to pay tribute to family, friends, co-workers or health care professionals you appreciate.
To donate in honour or in memory, please call the foundation of your choice:
TG&WHF: 416-340-4430 • PMCF: 416-946-6560 • AARCF: 416-340-4975 • TRI: 416-597-3040
www.uhn.ca
35
PLEASE DONATE TO THE HOSPITAL FOUNDATION
www.uhnpatienteducation.ca
PLEASE DONATE TO THE HOSPITAL FOUNDATION
• Make your giving “tax-smart” and establish a legacy that will help generations to come. Contact us to learn more about gifts from wills, gifts of life insurance, retirement savings, property or securities. TG&WHF: 416-340-4009 • PMCF: 416-946-2295 • AARCF: 416-340-4975 • TRI: 416-597-3040 • Events including lotteries, gala dinners, golf tournaments and community activities both large and small-scale, raise awareness and urgently needed funds for priority hospital programs. You can also fundraise online and involve others to reach your fundraising goal! TG&WHF: 416-340-5377 • PMCF: 416-946-2382 • AARCF: 416-340-4975 • TRI: 416-597-3040 For more information, to make a donation, or to become involved with our fundraising efforts, please call or visit our web sites today!
www.tgwhf-uhn.ca 416-340-3935
www.thepmcf.ca 416-946-6560
www.beatarthritis.ca 416-340-4975
www.torontorehabfoundation.com 416-597-3040 UHN respects the privacy of its donors. We do not sell, rent or trade our donor lists. The information we collect is used to process donations, keep our donors informed about the activities of the hospitals and foundations, and ask for their support. If at any time you wish to be excluded from such contacts, please call 1 877-846-4483. You are welcome to view the Privacy Policies of the foundations online.
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Toronto Western Hospital
“My caregivers explained things, really listened to me, and gave me solid information that helped me take control of my health. My treatment and what they taught me truly saved my life.” Brian Comeau, Grateful Patient
UHN Patient and Caregiver Education Program – Improving Health through Education University Health Network (UHN) is committed to providing you with reliable, accurate health information about your condition, treatment and ongoing care – and we want to make it easy to access and understand in your own language. Knowledge helps you make informed decisions about your health. With it, you can answer questions about your condition, participate in managing your own treatment and reduce some of the anxiety that often accompanies illness. Please help us continue to improve health through education! Your donation today will help us provide vital information to you, your family and community. Please visit www.uhn.ca for directories, health information and links to helpful resources ------------------------------------------------------------------------------------------------------------------------------------
Yes, I would like to support Patient and Caregiver Education at the UHN. Here is my gift of:
$25
$50
$100
Other $____________
Please direct my gift to Patient Education through: Toronto General & Western Hospital Foundation Arthritis & Autoimmunity Research Centre Foundation
The Princess Margaret Cancer Centre Foundation Toronto Rehab Foundation
Name: __________________________________________________________ Mr. Mrs. Ms Miss Address: ______________________________________________________City: ___________________________ Province :_______________________________________________________ Postal Code: ___________________ Telephone (Home) : ___________________________________(Bus): _____________________________________ E-mail address: _____________________________________________________ I would like to pay by cheque (make cheque payable to the Foundation selected above) I would like to pay by credit card VISA Master Card AMEX Credit Card No.______________________Expiry______________Signature______________________
For donations less than $20, tax receipts will be issued only upon request. TGWHF 21570500 PED / PMCF 39819408 / AARCF 21370508
You are welcome to complete this form and mail it or bring it in person to: At TGH: in the Robert McEwen Atrium; At TWH: in the Main Pavilion, Ground Floor., Room M410; At PMCC: on the Main Floor, Room M-702, across from the Chapel; At TRI: on the 3rd Floor, Room 145, 550 University Avenue OR, please complete and mail to: Toronto General & Western Hospital Foundation: R. Fraser Elliott Building, 5th floor, 5S-801, 190 Elizabeth St., Toronto ON M5G 2C4 www.tgwhf-uhn.on.ca Ph. 416-340-3935 The Princess Margaret Cancer Centre Foundation: 610 University Ave, Toronto ON M5G 2M9 www.thepmcf.ca Ph. 416-946-6560 Arthritis & Autoimmunity Research Centre Foundation: 190 Elizabeth Street, 5th Floor, Toronto, ON M5G 2C4 www.beatarthritis.ca Ph. 416-340-4975 Toronto Rehab Foundation: 550 University Ave, 3rd Floor, Room 145, Toronto ON M5G 2A2 www.torontorehabfoundation.com Ph. 416-597-3040
Thank you for your support!
Dry hands 抹乾雙手 Seque as mãos Séquese las manos
Rinse hands
沖洗雙手
Enxague as mãos Enjuáguese las manos
5
Ensaboe Aplíquese jabón en las manos
Umedeça as mãos Mójese las manos
4
塗肥皂
弄濕雙手
(SPANISH)
Feche as torneiras usando o papel toalha Cierre la llave de agua con una toalla de papel
用抹手紙關閉水龍頭
Turn taps off with paper towel
6
Lave as mãos por 15 segundos Enjabónese las manos por 15 segundos
洗手15秒
Wash hands for 15 seconds
3
Cómo lavarse las manos
Apply soap
2
(PORTUGUESE)
Como lavar as suas mãos
Wet Hands
1
(CHINESE)
怎樣洗手
How to Wash Your Hands
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
Community Vendors Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
Accommodations DelSuites.............................................................................................. 40 Downtown Hotels.................................................................................. 43
Assisted Living St. Hildas Senior Care Community....................................................... 42
At Home Nursing Care Living Assistance Services...................................................................44
Home Health Care Services Home Instead Senior Care...................................................................44 Integracare............................................................................................44 Living Assistance Services...................................................................44 Premier Homecare Services.................................................................45 Senior Homecare By Angels................................................................ 42 VHA Home HealthCare........................................................................ 42
Pharmacy
Costco Wholesale.................................................................outside back
Retirement Residences Amica at The Balmoral Club................................................................. 41
2016.1
St. Hildas Senior Care Community....................................................... 42
www.uhn.ca
39
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
It’s about the way you live... ...come home to DelSuites
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40
Toronto Western Hospital
You’ve planned the operation. Now plan the recovery. A planned and monitored recovery is just as important as the operation itself. That’s why Amica Mature Lifestyles has developed a thorough and comprehensive set of therapy programs and have dedicated recovery-supportive private suites in our residences - to help active seniors get back to an improved and healthy lifestyle. It’s like turning recovery into a wellness vacation!
CALL US TODAY
Call to learn more about our Respite and Short-Term Stays.
All-Inclusive Retirement Living
• www.amica.ca
Amica at The Balmoral Club 155 Balmoral Avenue, Toronto, ON 416.927.0055 14071 - HospitalGuide-6x9-TorontoWestern
www.uhn.ca
41
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
Helping people live with independence, dignity and in comfort since 1925.
• Nursing • Rehabilitation services • Personal care & support • Homemaking • Palliative care • Caregiver relief • Mental health support
Respite & Recuperative Program
416-489-2500 www.vha.ca
Improve circulation to your legs and feet, help maintain muscle strength, flexibility and promote healthy bones by exercising regularly.
• • • • • • • •
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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 • Alzheimer/Dementia/Parkinson /Diabetes/Cancer Care • Provider for Veteran Independent Program • Weekends/Holidays • Temporary or Long Term • Day/Night - Live-in/Live-out
Toronto Western Hospital
R
Passionate people Extraordinary experiences
We don’t always plan our trips to the big city
C AT
O
M M
ED
I PA C A ES L S AV S I O A N N D A IL AT A B E LE
but sometimes our unplanned travel is the most important — and we can help. If you are in Toronto to attend your own medical appointments, to help care for your loved ones, or to say goodbye, allow our dedicated staff to assist you at a time when you need as little stress as possible.
Each of our five hotels are centrally located within close proximity to all of Toronto’s hospitals and offer relaxed, comfortable respite at the end of the day. And, yes, we are also close to all of the action.
For availability and booking visit us online www.downtowntorontohotels.ca/hospital
The Comfort Hotel Downtown 15 Charles Street East 416-924-1222
Bond Place Hotel 65 Dundas Street East 416-362-6061 Hotel Victoria 56 Yonge Street 416-363-1666
Strathcona Hotel 60 York Street 416-363-3321
Radisson Admiral Toronto Harbourfront 249 Queens Quay West 416-203-3333
www.uhn.ca
43
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
倀爀椀瘀愀琀攀 一甀爀猀椀渀最 ∠ 䤀渀 䠀漀洀攀 ∠ 䤀渀 刀攀琀椀爀攀洀攀渀琀 刀攀猀椀搀攀渀挀攀 ∠ 䤀渀 䠀漀猀瀀椀琀愀氀 ∠ 伀渀 䌀愀氀氀 ㈀㐀 䠀漀甀爀猀⼀䐀愀礀 ∠ 倀攀爀猀漀渀愀氀 匀甀瀀瀀漀爀琀 圀漀爀欀攀爀猀 ∠ 刀攀最椀猀琀攀爀攀搀 倀爀愀挀琀椀挀愀氀 一甀爀猀攀猀 ∠ 刀攀最椀猀琀攀爀攀搀 一甀爀猀攀猀 ∠ 匀甀瀀攀爀瘀椀猀椀漀渀 戀礀 刀攀最椀猀琀攀爀攀搀 一甀爀猀攀猀 䤀渀ⴀ䠀漀洀攀 匀甀瀀瀀漀爀琀 ∠ 䘀漀漀琀 䌀愀爀攀 ∠ 圀漀甀渀搀 䌀愀爀攀 ∠ 䐀爀攀猀猀椀渀最 䌀愀爀攀 ∠ 䐀攀洀攀渀琀椀愀 䌀愀爀攀 ∠ 倀愀氀氀椀愀琀椀瘀攀 䌀愀爀攀 ∠ 一攀眀 䈀漀爀渀 䄀猀猀椀猀琀愀渀挀攀 ∠ 倀栀礀猀椀漀琀栀攀爀愀瀀礀 ∠ 䴀愀猀猀愀最攀 吀栀攀爀愀瀀礀 ∠ 刀攀渀琀愀氀 漀爀 匀愀氀攀 漀昀 䄀猀猀椀猀琀椀瘀攀 䐀攀瘀椀挀攀猀 ∠ 䐀椀猀瀀漀猀愀戀氀攀 匀甀瀀瀀氀椀攀猀 ∠ 䔀猀猀攀渀琀椀愀氀 匀栀漀瀀瀀椀渀最 ∠ 匀甀瀀瀀氀椀攀猀 ∠ 䔀猀猀攀渀琀椀愀氀 匀栀漀瀀瀀椀渀最 ∠ 吀爀愀渀猀瀀漀爀琀愀琀椀漀渀 䄀猀猀椀猀琀愀渀挀攀 ∠ 䘀氀甀 匀栀漀琀 䌀氀椀渀椀挀猀
Call for a free, no-obligation appointment
Toronto Central
To you it’s about making the right choice... To us, it’s personal. If you or a loved one needs a few hours a week of support, or more comprehensive assistance, Home Instead can help. • Homemaking • Overnight Care • Alzheimer/Dementia Care • Supportive Care • 24-Hour Care • Palliative Care Each Home Instead Senior Care office is independently owned and operated. © 2010 Home Instead Inc.
416.972.5096 Toronto East
416.698.1384 Toronto West
416.531.6881 North York
416.512.8989 Scarborough
416.291.4811
www.homeinstead.ca
See this publication and more at:
patient directory .ca Quality Healthcare Publications
44
Imagine! You can choose the best ever caregiver…professional, highly trained, Experienced, engaging, trusted, compatible, compassionate -and wonderfully helpful and caring!
· Personal care: hygiene, bathing, dressing and laundry · Meal planning and preparation · Light housekeeping · Joyful companionship · Escorting to appointments; shopping · Chronic disease care: Parkinson’s, Alzheimer, Dementia, Cancer Care etc.
· · · · · ·
At home, retirement and hospital care Nursing care Convalescence and respite End of life care Veteran’s care Free Home/individual Senior Health and Safety Assessment · Live in/out: 3-24 hours and 24/7
Authorized Provider
Veterans Affairs Canada
Celebrating 17 years of service
Please contact us today at 416-483-0070 or info@laservices.ca for advice and/or a free Nurse’s in-home health and safety assessment—as well as the very best compassionate, dedicated, and professional caregivers.
www.LAServices.ca
Toronto Western Hospital
The right care where you need it most In-home or in-hospital care and companionship • • • •
Pre & Post Surgery Care Hospital Sitting Respite & Palliative Care Alzheimer’s & Dementia Care
Contact us today to book your free in-home consultation!
416-637-2155
InfoTorontoCentral@homecarephs.com PremierTorontoCentral.com
416-623-8229
InfoEtobicoke@homecarephs.com PremierEtobicoke.com
Notes:
www.uhn.ca
45
COMMUNITY VENDORS
Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by UHN of any particular goods or services and UHN cannot be responsible for the goods and services which appear in those advertisements.
Notes:
46
Toronto Western Hospital
www.uhnpatienteducation.ca
We are...
everything
print, design
&web ...if you can THINK it, we can INK it! Tel.: 613-475-2927 • 800-339-5662
15681 Hwy 2, Brighton ON K0K 1H0 info@willowpublishing.com • www.willowpublishing.com www.uhn.ca
47
Pharmacy Services Available at Costco
Making health care more convenient, affordable and accessible.
Costco Pharmacy combines diligent care, trusted expertise and exceptional value to deliver an experience that’s beyond the ordinary.
Visit the Costco Pharmacy at your local warehouse or online at Costcopharmacy.ca.
ÂŽ: Registered trademark of Price Costco International, Inc. used under license. 100354-17
Published on Apr 23, 2013
UHN Toronto Western Hospital Patient Services Directory
