UHN Toronto Western Hospital Patient Service Guide by Willow Publishing

Summer 2023

Patient Services Guide

In Fair Treatment page 24

Accessibility page 26

page 34

Welcome to the University Health Network (UHN)

UHN at a Glance UHN cares for patients across 4 centres and 9 hospital sites: Princess Margaret, Toronto General, Toronto Western, Lakeside Long-term Care and 5 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 Hospital 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.

To provide feedback or for more information about this document, please contact UHN Patient Education & Engagement at pfep@uhn.ca

www.uhn.ca • www.uhnPatientEducation.ca

Contact Information Main Line

Toronto General: 416 340 4800

Toronto Western: 416 603 5800

Princess Margaret: 416 946 4501

Toronto Rehab: 416 597 3422

Department

Contact information

Accessibility

Accessibility@uhn.ca

Health Records Services

416 946 2000 extension 4711 HealthRecordServices@uhn.ca

Indigenous Health Program

IndigenousHealth@uhn.ca

Indigenous Patient Navigators

Toronto General Emergency Department: 437 553 5433 Victoria.Manitowabi@uhn.ca Toronto Western Emergency Department: 437 246 4652 Chantell.Morais@uhn.ca All other UHN sites: 416 340 4800 ext 6247 (office) 647 309 1794 (cell) Leonard.Benoit2@uhn.ca

Department

Contact information

Information Desks

Toronto General: 416 340 4800 extension 4570 Toronto Western: 416 603 5800 extension 5702 Princess Margaret: 416 946 4559 Toronto Rehab – University Centre: 416 597 3422 extension 3106

myUHN Patient Portal

416 340 3777 myUHN@uhn.ca

Outpatient Pharmacies

Toronto General: 416 340 4075 Toronto Western (Shoppers Drug Mart Pharmacy): 416 603 5800 extension 5686 Princess Margaret: 416 946 6593 Automated Prescription Renewal Hotline: 416 946 6593 Immunodeficiency Clinic Pharmacy at Toronto General: 416 340 5207 Transplant Outpatient Pharmacy at Toronto General: 416 340 4415

Parking (Standard Parking Services)

416 595 7136 Parking@uhn.ca

Patient Relations

416 340 4907 PatientRelations@uhn.ca

www.uhn.ca • www.uhnPatientEducation.ca

Department

Contact information

Patient & Family Learning Centres

Toronto General: 416 340 4800 extension 5951 tgpen@uhn.ca Toronto Western: 416 603 6277 twpfl@uhn.ca Princess Margaret: 416 946 4501 extension 5383 PatientEducation@uhn.ca Toronto Rehab: tgpen@uhn.ca Toronto Rehab - Lyndhurst Centre: 416 422 5644 extension 213 info@sciOntario.org

Privacy

416 340 4800 extension 6937 Privacy@uhn.ca

Security (Lost and Found)

Toronto General, Toronto Western, Princess Margaret: 416 340 4111 Toronto Rehab: 416 597 3422 extension 3070

Spiritual Care

416 597 3014

Locations Visit www.uhn.ca/OurHospitals to find more information about each location, such as directions, building floor plans and available services. Call Standard Parking Services at 416 595 7136 for information about parking.

Lakeside Long-term Care 150 Dunn Avenue Toronto, ON M6K 2R7 • Nearest major intersection: King Street West and Dufferin Street • Public transit: 504 King streetcar, Dunn Avenue stop

Michener Institute of Education 222 St. Patrick Street Toronto, ON M5T 1V4 • Nearest major intersection: University Avenue and Dundas Street • Public transit: Line 1 subway, St. Patrick station or 505 Dundas streetcar, McCaul Street stop

Princess Margaret Cancer Centre 610 University Avenue Toronto, ON M5G 2M9 • Nearest major intersection: College Street and University Avenue • Public transit: Line 1 subway, Queen’s Park station or 506 Carlton streetcar, University Avenue stop

www.uhn.ca • www.uhnPatientEducation.ca

Toronto General Hospital 200 Elizabeth Street Toronto, ON M5G 2C4 • Nearest major intersection: College Street and University Avenue • Public transit: Line 1 subway, Queen’s Park station or 506 Carlton streetcar, Elizabeth Street stop

Toronto Rehab - Bickle Centre 150 Dunn Avenue Toronto, ON M6K 2R7 • Nearest major intersection: King Street West and Dufferin Street • Public transit: 504 King streetcar, Dunn Avenue stop

Toronto Rehab - Lyndhurst Centre 520 Sutherland Drive Toronto, ON M4G 3V9 • Nearest major intersection: Eglinton Avenue East and Bayview Avenue • Public transit: 34, 51, 54, 56 or 100 bus, Sutherland Drive stop

Toronto Rehab - Rumsey Centre (Cardiac) 347 Rumsey Road Toronto, ON M4G 1R7 • Nearest major intersection: Eglinton Avenue East and Bayview Avenue • Public transit: 34, 51, 54 or 56 bus, Rumsey Road stop

Toronto Rehab - Rumsey Centre (Neuro) 345 Rumsey Road Toronto, ON M4G 1R7 • Nearest major intersection: Eglinton Avenue East and Bayview Avenue • Public transit: 34, 51, 54 or 56 bus, Rumsey Road stop

Toronto Rehab - University Centre 550 University Avenue Toronto, ON M5G 2A2 • Nearest major intersection: University Avenue and Dundas Street • Public transit: Line 1 subway, St. Patrick station or 505 Dundas streetcar, University Avenue stop

Toronto Western Hospital 399 Bathurst Street, Toronto, ON M5T 2S8 • Nearest major intersection: Bathurst and Dundas streets • Public transit: 511 Bathurst streetcar, Dundas stop or 505 Dundas streetcar, Bathurst Street stop

www.uhn.ca • www.uhnPatientEducation.ca

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

11 19 24 31 46

Being a Patient at UHN Your role in your care, our role in your care Coming to UHN Coming for an appointment, staying overnight, visiting family and friends Keeping You Safe During Your Care Fair and equal treatment, accessibility, environmental safety Services at UHN A to Z list of services available across UHN programs and locations Giving Back Volunteer, participate, donate

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

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 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.

Let us know how we’re doing Whether you have questions, a complaint, a suggestion or a compliment, UHN Patient Relations would like to hear your feedback. We can speak with any patient, family member or visitor of UHN. Find more information on Patient Relations on page 43.

www.uhn.ca • www.uhnPatientEducation.ca

Learn about your condition and treatment To find reliable and up-to-date health information: • Visit or contact the Patient & Family Learning Centres/ Libraries. Find more information about the Patient & Family Learning Centres/Libraries on page 42. • Go to www.UHNPatientEducation.ca to browse health information online.

See your appointment details and results online Sign up for myUHN Patient Portal to see your UHN appointments, get appointment reminders, see your results as soon as they are ready and use many other features to help you be involved in your care. Find more information about myUHN Patient Portal on page 39.

Get the information you need during hospital visits Prepare before 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. • Bring all your prescription and non-prescription medicines with you in the original packages. Be sure to bring any vitamins, herbal and natural products you take.

Being a Patient at UHN

During your hospital visit: • Ask your health care team if you can call your caregiver or family member so they can join your appointment. Use the speakerphone so everyone can hear each other. • Tell your health care team about past illnesses, about any new or different symptoms you have and if you have ever had an allergic reaction to any food or medicine. • 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.

www.uhn.ca • www.uhnPatientEducation.ca

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:

These core values were developed after speaking to many patients and families about what is most important to them. Learn more about the UHN Patient Declaration of Values at www.uhn.ca/ corporate/AboutUHN/Quality_Patient_ Safety/Pages/patient_values.aspx or scan the QR code.

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. You can: • Sign up for the myUHN Patient Portal. myUHN may not show all of your appointments and results. Find more information on myUHN Patient Portal on page 39. • Request a copy from Health Record Services by calling 416 946 4501 extension 4711. You will need to fill out a disclosure of medical record information form. There is a fee. 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 confirm who you are to provide safe care We ask 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.

www.uhn.ca • www.uhnPatientEducation.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) and why they are seeing you. Each profession has special skills and knowledge to fulfill your care needs. Below are some examples of professions you may meet and how they may care for you. Attending physician (doctor)

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They oversee your everyday as eating, The doctor in charge of your care Helps youactivities plan howsuch to safely do Pharmacist care team. bathing and getting dressed. Bioethicist at the hospital. They oversee your everyday activities such as eating, Pharmacist Ethicist Pharmacist Bioethicist Makes sure you get the right Bioethicist Helps you make difficult decisions care team. bathingsure andyou getting dressed. Makes sure you get you the right Makes get the right Helps you make difficultdifficult decisions decisions medicine and gives Pharmacist Helps you make difficult decisions Helps you make about your care. about your care. 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Fellow orwho Resident Helps you more independent byhow building Physiotherapist training. training. independent by building your A doctor who is doing special independent by building your strength, and Helps youbalance plan how tocoordination. be more Fellow or Resident Physiotherapist strength, balance and and coordination. coordination. training. strength, balance Medical Technologist independent by building A doctor Imaging who is doing special Helps you how to beyour more Medical imaging asplan Medical Imaging Technologist Medical Technologist (such as Imaging sonographer ortechnologist (such Registered Dietitian strength, balance and coordination. training. independent by building your (such as sonographer or Registered Dietitian (such as sonographer or Registered Dietitian radiological technologist) Helps you choose the right food Medical Imaging Technologist sonographer or radiological technologist) strength, balance radiological technologist) Helps you chooseand the coordination. right food food radiological technologist) Helps you choose the right Takes pictures of your body using for your needs. (such as sonographer or Registered Dietitian Medical Imaging Technologist Takes pictures of your your body using for your needs. needs. Takes pictures of your body using different kinds of Takes pictures of body using for your different kinds of tests. radiological technologist) Helps you choose the right food (such as sonographer Registered Dietitian different kinds of of tests. tests. or different kinds Respiratory Therapist Takes pictures of your body using for your needs. tests. radiological technologist) Helps you choose the right food Respiratory Therapist Respiratory Therapist Treats patients with breathing different kinds of of your tests.body using Medical Interpreter Takes pictures for your needs. Treats patients with breathing Treats patients with breathing Medical Interpreter problems. Respiratory Therapist Medical Interpreter Helps you communicate different kinds of tests. with problems. problems. Helps you communicate communicate with Treats patients with breathing Helps you with Medical interpreter your health care team if you Medical Interpreter Respiratory Therapist your health health careateam team if you you Social Worker problems. your care if prefer to speak language Helps you communicate with Treats patients with breathing Social Worker Helps you with yourSocial health care your Worker Medical prefer toInterpreter speakcommunicate a language language Helps you manage feelings, prefer to speak a other than English. your health care team if you problems. Helps you manage your feelings, Helps manage your feelings, Helps you communicate with other than English. relationships andthan money needs. Socialyou Worker other than English. team ifspeak you prefer to speak a language other prefer to a language relationships and money needs. relationships and money needs. your health care team if you They may help you your plan for when Helps you manage feelings, other than English. Socialmay Worker They may help you you plan plan for for when when Nurse English. They help prefer to speak a language you go home. relationships and money needs. Nurse Nurse Helps you manage your feelings, you go go home. home. Helps plan and keeps track of your you other than English. They may helpand youmoney plan for when Helps plan plan and and keeps keeps track track of your your Helps relationships needs. care and teaches you aboutofyour Nurse Speech-Language Pathologist you go home. care and teaches you about your care and you track aboutofyour They may help you Pathologist plan for when Speech-Language Pathologist Nurse illness or teaches injury. Helps plan and keeps your Speech-Language Helps you with problems talking Nurse illness or injury. injury. illness or you goyou home. Helps you with problems problems talking talking care and teaches you about your Helps with or swallowing. Speech-Language Pathologist Helps plan and keeps of your Helps plan and track keeps track of your care and teaches or swallowing. illness or injury. or swallowing. Nurse Practitioner Helps you with problems talking care and teaches you about your Speech-Language Pathologist Nurse Practitioner you about your illness or injury. Spiritual Nurse Practitioner A specially qualified nurse who can or swallowing. illness or injury. Care Professional Helps youCare with Professional problems talking A specially specially qualified qualified nurse who can can A nurse who Spiritual Spiritual Professional order prescribe medicines, Nursetests, Practitioner Helps youCare find meaning in your or swallowing. order tests, prescribe medicines, order tests, prescribe medicines, Helps you find meaning inand your Helps you find your and do health assessments. A specially qualified nurse who can illness andCare dealmeaning with lossin grief. Spiritual Professional Nurse Practitioner and do health assessments. and dotests, health assessments. illness and and deal deal with with loss loss and and grief. grief. illness order prescribe medicines, Helps you find meaning in your A specially qualified nurse who can Spiritual Care Professional and do health assessments. illness and deal with loss and grief. order tests, prescribe medicines, Helps you find meaning in your and do health assessments. illness and deal with loss and grief. Being a Patient at UHN

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Helps plan and keeps track of your care and teaches you about your illness or injury.

Speech-Language Pathologist Helps you with problems talking or swallowing.

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Registered Dietitian strength, and building your strength, Helps you plan to be more independent byhow building Physiotherapist independent by building building your Helps youbalance choose the coordination. right food Registered Dietitian Physiotherapist independent by strength, and Helps you plan how tocoordination. beyour more strength, balance and for your needs. Helps you choose the right food Registered Dietitian Helps you plan how tocoordination. be more strength, balance and independent by building your for your needs. Helps you choose the right food independent by building your Registered Dietitian Registered Dietitian strength, balance and coordination. Registered Dietitian Respiratory Therapist for your needs. strength, balance and Registered Dietitian Helps you choose the coordination. right food Helps you choose the right food for your needs. Helps you choose the right food Treats patients with breathing Respiratory Therapist Helps you choose the right food for your needs. Registered Dietitian for your needs. problems. Treats patients with breathing Respiratory Therapist Registered Dietitian for your needs. Helps you choose the right food problems. Treats patients with Helps you choose thebreathing right food Respiratory Therapist Respiratory therapist for your needs. Respiratory Therapist Social Worker problems. for your needs. Respiratory Therapist Treats patients with breathing Treats patients withyour breathing Helps you manage feelings, Social Worker Treats patients with breathing problems. Treats patients with breathing problems. Respiratory Therapist problems. relationships and money needs. Helps you manage your feelings, Social Worker Respiratory Therapist problems. Treats patients with breathing They may help you plan for when relationships and money needs. Helps you manage your feelings, Treats patients with breathing Social Worker problems. Social Worker you go home. Social worker They may help youmoney plan for when relationships and needs. problems. Social Worker Helps you manage your feelings, Helps you manage your feelings, you go home. They may help youmoney plan feelings, for when Helps you manage your relationships and needs. Helps youand manage your feelings, relationships and Social Worker relationships money needs. Speech-Language Pathologist you go home. Social Worker relationships and money needs. They may help you plan for when Helpsmay you help manage your feelings, They you plan for when with problems talking Speech-Language Pathologist Helps you manage your feelings, money needs. They may help you plan for when you They may help you plan for when you go home. relationships and money needs. you goyou home. or swallowing. Helps with problems talking Speech-Language Pathologist relationships and money needs. you go home. They may help you plan for when go home. or swallowing. Helps you help with you problems talking They may plan for when Speech-Language Pathologist you go home. Speech-Language Pathologist or swallowing. you goyou home. Speech-Language Pathologist Helps with Professional problems talking Spiritual Care Helps you with with problemsintalking talking Helps you problems or swallowing. find meaning your Spiritual Care Professional Speech-language pathologist Speech-Language Pathologist or swallowing. Speech-Language Pathologist or swallowing. illness and deal with loss and grief. Helps you find meaning in your Spiritual Care Professional Helps you with problems talking Helps you with problems talking Helps you with problems illness and dealmeaning with loss grief. talking or swallowing. Helps you find inand your Spiritual Care Professional or swallowing. Spiritual Care Professional or swallowing. illness and dealProfessional with lossinand grief. Spiritual Care Helps you find meaning your Helps you find meaning inand your Helps you find meaning in your illness and deal with loss grief. Spiritual Care Professional illness andCare deal with loss loss and grief. grief. Spiritual care professional Spiritual Professional illness and deal with and Helps you find meaning in your Helps youyou find meaning in your in your illness and deal with Helps meaning illness and dealfind with loss and grief. illness and deal with loss and grief.

loss and grief.

www.uhn.ca • www.uhnPatientEducation.ca

We keep your information private We are committed to protecting your privacy. UHN staff are only allowed to access your health record when it is necessary for your care. 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) 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. Faith 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.

Being a Patient at UHN

Coming to UHN 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. • What to bring to an appointment or overnight stay • What to know if you are visiting a patient

Virtual visits When safe to do so, your health care team may offer you a virtual visit. Instead of meeting in person at the hospital, you speak with your health care team using a regular phone, smartphone, tablet or computer. If during a virtual visit your health care team feels they need to see you in person, they will discuss your options and next steps with you. Your health care team will tell you if your visit will be by phone or video. Learn more about virtual visits at www.uhn.ca/PatientsFamilies/Virtual_Care.

Emergency Departments UHN Emergency Departments are also offering virtual visits. Learn more about Emergency Department virtual visits at www.uhn.ca/PatientsFamilies/Visit_UHN/ Emergency/Pages/ED_Virtual_Visits.aspx or scan the QR code.

www.uhn.ca • www.uhnpatienteducation.ca

What to bring to 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 or assistive devices you need, such as a walker, glasses, or hearing aid snacks and water cellphone, tablet, or paper and pen to take notes information about your allergies, family health history and your medical conditions a list of questions for your health care provider

What to bring when staying in the hospital overnight Ask the staff in your unit if there are special instructions on what to bring. Most of the time you will need 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

Coming to UHN

cellphone, tablet or laptop and headphones any aids or assistive devices you need, such as a walker, glasses, or hearing aid any other items your health care team has asked you to bring Do not place personal belongings on food trays, food containers or on beds. They may get accidentally taken away with food trays or linens. Tell your health care team right away if a personal item goes missing during your stay. They will get other teams at UHN to help search for your items.

Keeping your assistive devices safe We know the value and importance of your assistive devices and support aids. Keeping your assistive devices safe is a shared responsibility between you and hospital staff. Please label your devices or their cases with your name, address and phone number before coming to the hospital. It will help us return your device to you if it gets lost or misplaced.

www.uhn.ca • www.uhnPatientEducation.ca

Visiting a patient We encourage you to visit family and friends while they are in the hospital. Having family and friends nearby helps patients feel more comfortable. Call the unit to confirm visiting hours before coming to the hospital. Call the main line for the hospital site and ask for the unit you would like to visit. • Toronto General: 416 340 4800 • Toronto Western: 416 603 5800 • Princess Margaret: 416 946 4501 • Toronto Rehab: 416 597 3422

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.

Coming to UHN

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. For a list of hotels, visit www.uhn.ca and search “Hotels” or go to a Patient & Family Learning Centre (locations on page 42).

www.uhn.ca • www.uhnPatientEducation.ca

Keeping You Safe During Your Care Fair and equal treatment UHN aims to be a safe and supportive space for everyone. We have policies to protect your rights and make sure you are treated with dignity and respect. These policies align with Ontario’s Human Rights Code and applicable laws. Anyone working, learning, volunteering or providing services at UHN must follow UHN’s policies on: • Anti-Racism & Anti-Black Racism (policy 1.20.019) • Accessibility for Ontarians with Disabilities Act – Integrated Accessibility Standards Regulation (policy 1.20.007) • Gender Identity (policy 2.50.009) • Fostering Respect in the Workplace (policy 2.50.005) These policies ensure you receive care that is respectful, supportive and at an equal standard to the care all patients receive. They also protect you against stigmatization (blame), discrimination (bias), harassment (bothering), gender-based violence and sexual violence based on your: • race • disability • gender identity (your personal sense of your gender) or gender expression (how you present your gender) • sex (assigned at birth or marked on your identification) • sexual orientation (who you are sexually interested in)

Keeping You Safe During Your Care

Where can I find these policies? Email FOI@uhn.ca to request a PDF copy of a UHN policy. Policies are available in alternate formats by request.

Who can I speak to if my rights are not respected? Call Patient Relations at 416 340 4907 or email PatientRelations@uhn.ca if you have concerns about your experience based on your race, disability, gender, sex or orientation while receiving care at UHN. You may also find it helpful to speak with an ethicist (page 32) or the Indigenous Health Program (page 34).

Single-stall washrooms There are single-stall washrooms at each hospital site. Main floor locations include: • Princess Margaret: Main floor, beside the Security office • Toronto General: 1st Floor, Eaton South building, room 1ES455 • Toronto Rehab - University Centre: 1st Floor, near the East elevators • Toronto Western: Main Floor, near the Krembil elevators Ask your health care team or the Information Desk for more locations. Note: You have the right to use the washroom that matches your gender identity. No one is required to use a single-stall washroom.

www.uhn.ca • www.uhnPatientEducation.ca

Accessibility Accessibility needs Let your health care team know if you have accessibility needs before coming to the hospital. They will arrange the support you need. Accessibility needs may include help getting around the hospital or communicating with your health care team. If you have questions or concerns about accessibility at UHN, you can: • email Accessibility@uhn.ca • scan the QR code, or • visit www.uhn.ca/corporate/AboutUHN/Accessibility

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 unexpectedly need to stay overnight at the hospital, hospital staff will make plans to help care for your service animal during your stay.

Keeping You Safe During Your Care

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

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 parking meters and spaces are monitored 24 hours, 7 days a week. If you have specific questions about accessible parking, call Standard Parking Services at 416 595 7136.

Driving services: TTC Wheel-Trans TTC Wheel-Trans provides a safe and reliable transit option for people with disabilities. You may be eligible for WheelTrans service if your disability prevents you from using regular transit services. The cost of a Wheel-Trans ride is the same as a regular TTC fare. You must be registered with TTC Wheel-Trans to use this service. To register, call Wheel-Trans at 416 393 4111 (TTY 416 393 4555). continues on next page ➤

www.uhn.ca • www.uhnPatientEducation.ca

Wheel-Trans pick-up and drop-off locations at UHN are: • Toronto General Hospital: Gerrard Street entrance • Toronto Western Hospital: Nassau Street entrance Note: The Toronto Western location will be moved to another entrance toward the end of 2023 due to construction. Call the Information Desk at 416 603 5800 extension 5702 to confirm the new temporary location. • Princess Margaret Cancer Centre: Murray Street entrance • Toronto Rehab – University Centre: Elm Street entrance • Toronto Rehab – Bickle Centre: Main entrance • Toronto Rehab – Lyndhurst Centre: Main entrance • Toronto Rehab – Rumsey Centre: Main entrance Note: these locations are subject to change due to construction or road closures. To find out more about taking Wheel-Trans to UHN, go to www.uhn.ca and type “Wheel Trans” in the search box. Learn more about Wheel-Trans at www.ttc.ca/WheelTrans

Keeping You Safe During Your Care

Environmental safety 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.

Cameras and recording devices To protect everyone’s privacy, do not take pictures, videos or audio recordings while at 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.

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.

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.

www.uhn.ca • www.uhnPatientEducation.ca

Scent-free environment Do not use scented products when at the hospital. Strong perfumes or scents can cause serious allergic reactions in some people. Scented products include fragrances, perfumes, shampoos, conditioners, hairsprays, deodorants, colognes and aftershaves.

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.

Keeping You Safe During Your Care

Services at UHN The hospital services listed below are available across UHN programs and locations. Speak to a member of your health care team, call the Information Desk or visit www.uhn.ca for information on services that are only available at certain locations or for patients of certain programs. Services are listed in alphabetical order.

Centres for Spiritual Reflection There are Centres for Spiritual Reflection at all our hospitals. they are open from 6:00 am to 10:00 pm. • Toronto General: 1st floor, Norman Urquhart wing, room 1NU-000, beside the Patient & Family Library Muslim prayer room: 1st floor, Gerrard Wing, room 557 • Toronto Western: 7th floor, Fell Pavilion, near the elevators Muslim prayer room: 4th floor, Fell Pavilion, room 4FP-108 • Princess Margaret: Main floor, room M909 • Toronto Rehab - Lyndhurst Centre: 1st floor, room 194 • Toronto Rehab - Bickle Centre: room N210 • Toronto Rehab - University Centre: 6th floor, East wing, room 6-204

www.uhn.ca • www.uhnPatientEducation.ca

Discharge planning for inpatients Some patients may need extra services to help with recovery after their hospital stay. A social worker can help you plan what you need at your next location or residence. They can also provide you with a list of community services that you can contact on your own. For more information about discharge planning, ask your care provider to refer you to a social worker.

Discount parking pass UHN offers frequent patients and visitors discounted parking passes at Toronto General and Toronto Western parking lots. Passes allow for in-and-out privileges over 24 hours, and are transferable between patients and visitors. Call or ask the Information Desk for more information about discount parking passes.

Ethics consultation When values conflict or goals are uncertain, ask about an ethics consultation to help patients, families, and staff agree on a decision or a plan of care. An ethicist can help you and your health care team make difficult decisions about your care. We can help you identify problems, make issues clearer, explore care options and set goals and plans. Anyone can ask to have an ethics consultation, including patients, families and staff. Ethics consultations are confidential and free. • Toronto General: 416 946 4501 extension 8607

Services at UHN

• Toronto Western: 416 603 5800 extension 2521 • Princess Margaret: 416 340 4800 extension 2710 • Toronto Rehab: 416 597 3422 extension 3972 or extension 7611 • Transplant: 416 946 4501 extension 5527 • Director: 416 597 3422 extension 7611 • Admin. Coordinator: 416 597 3422 extension 3613 Ethics consultations are available Monday to Friday from 8:00 am to 5:00 pm. For urgent after-hours & weekend support, call Locating at 416 340 4800 extension 3155 and ask for the Administrator on Site. They will contact the Director as needed.

Food courts and coffee shops Food court restaurants and coffee shops are open. Please follow any guidelines about wearing a mask or physical distancing that are in place at the time of your visit.

www.uhn.ca • www.uhnPatientEducation.ca

Indigenous Health Program We are an Indigenous-led program that supports and advocates for UHN patients and their families who identify as First Nations, Inuit and Métis. We welcome all questions, comments and concerns and strive to ensure that you feel supported while receiving care at UHN. To connect, please email IndigenousHealth@uhn.ca (no referral required).

Indigenous Patient Navigators They can: • attend appointments with you • explain the health care journey and what to expect • help connect you with hospital and community supports • provide traditional medicines and ceremonial items • arrange traditional and cultural supports (Smudging, Drumming, Pipe Ceremony, consultation with Elder, Healer or Knowledge Keeper) • provide physical, emotional, mental and spiritual support while you are at the hospital

Services at UHN

They are always happy to chat with community members when possible. Indigenous Patient Navigators are on-site Monday to Friday, 9 am to 4 pm. If you would like to connect with an Indigenous Patient Navigator, you can self-refer or ask the care team for help. • Toronto General Emergency Department: contact Victoria Manitowabi by phone at 437 553 5433 or email at Victoria.Manitowabi@uhn.ca • Toronto Western Emergency Department: contact Chantell Morais by phone at 437 246 4652 or by email at Chantell.Morais@uhn.ca • All other UHN sites: contact Leonard Benoit by phone at 647 309 1794 (cell), 416 340 4800 extension 6247 (office) or email Leonard.Benoit2@uhn.ca • For cancer-specific support: Contact Regional Indigenous Cancer Program Coordinator Muriel Lopez at Muriel.Lopez@rmp.uhn.ca. For more information about the Regional Indigenous Cancer Program, visit www.trcp.ca/en/indigenous-cancer-program/

www.uhn.ca • www.uhnPatientEducation.ca

Traditional and cultural supports UHN is committed to taking action to support the Truth and Reconciliation Commission Calls to Action, with a focus on No.22:

“We call upon those who can effect change within the Canadian health care system to recognize the value of Aboriginal healing practices and use them in the treatment of Aboriginal patients in collaboration with Aboriginal healers and Elders where requested by Aboriginal patients.” To include traditional and cultural supports in your care: • self-refer to the Indigenous Health Program • or ask your care provider for help UHN staff are responsible to help facilitate your request for traditional or cultural supports. If staff need more support, they can contact the Indigenous Health Program or call Spiritual Care at 416 597 3014.

Services at UHN

Michener Gitigan (Indigenous Healing Garden) The Gitigan (Anishinaabe word for garden) is an Indigenous-designed and maintained green space that honours Indigenous planting and harvesting techniques that have been passed down through generations. The Gitigan is home to plants that are native to the area, pollinators, traditional medicines and many plants used by Indigenous nations for their health and healing properties to help improve physical, mental, emotional and spiritual health. • The garden is open for anyone to enjoy – all are welcome. • Ask permission if you wish to harvest the plants, medicines, berries or flowers. • Learn about the plants by reading the informational plaques and QR codes. • When visiting the Gitigan, please be respectful toward Shkagamik Kwe (Mother Earth) and all our relations that are sharing the space. The Indigenous Healing Garden is located at the Michener Institute of Education, 222 St. Patrick Street, on the south east corner of Elm Street and McCaul Street.

www.uhn.ca • www.uhnPatientEducation.ca

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. • Toronto General: 416 340 4800 extension 4570 • Toronto Western: 416 603 5800 extension 5702 • Princess Margaret: 416 946 4559 • Toronto Rehab – University Centre: 416 597 3422 extension 3106

Internet access UHN has free wireless Internet access available in most areas. Look for Guest Wireless Network on your device’s Wi-Fi settings.

Interpretation and Translation Services We provide professional medical interpretation for patients and families who prefer to speak in a language other than English during appointments. We offer in person, telephone and video interpretation. Ask your health care team to arrange an interpreter.

Services at UHN

Lost and found If you have lost an item or want to report a found item, please call Security. • Toronto General, Toronto Western or Princess Margaret: 416 340 4111 • Toronto Rehab: 416 597 3422 extension 3070 You can turn in found items to any hospital staff member. They will send it to the Security office for safekeeping. Unclaimed items are held for up to 30 days.

myUHN Patient Portal myUHN is a free tool for UHN patients that you can access through a secure website or mobile app. With myUHN, you can: • access your UHN health record anywhere and at anytime by using a computer, smartphone or tablet • see your appointments • view your results as soon as they are ready • update your demographic (personal) information • check in before appointments • send secure messages to your health care team Ask for an activation code or link when you check in for your next appointment, or go to www.myUHN.ca or the myUHN app to sign up online. You can also contact myUHN Support at 416 340 3777 or myUHN@uhn.ca.

www.uhn.ca • www.uhnPatientEducation.ca

Outpatient pharmacies Outpatient pharmacy staff can fill your prescriptions and answer all your medication questions. Outpatient pharmacies are open to pick up prescriptions during the COVID-19 pandemic. Other services may not be available. Call the pharmacy for more information. • Toronto General: 416 340 4075 • Toronto Western (Shoppers Drug Mart Pharmacy): 416 603 5800 extension 5686 • Princess Margaret: 416 946 6593 Automated Prescription Renewal Hotline: 416 946 6593 • Immunodeficiency Clinic Pharmacy at Toronto General: 416 340 5207 • Transplant Outpatient Pharmacy at Toronto General: 416 340 4415

MedsCheck Program Schedule a 20 to 30 minute meeting with a pharmacist to make sure you’re taking your medications safely and properly. The pharmacist can: • help you to better understand your medications • give you information about what your medications are and how they work • answer any questions you may have Contact any of the UHN outpatient pharmacies for more details about the MedsCheck Program.

Services at UHN

Patient Accounts and Billing You may need to pay for some of the health care services that you receive at UHN. 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 if you have any extra insurance coverage. You can pay your account: • On the UHN website: Go to www.uhn.ca, then type “pay your account” in the search box. Click “pay online”. • Through your myUHN Patient Portal account: Log in then click the menu and look for "billing summary". Click "view account", then "pay now" and enter your credit card information. • As a guest at myUHN Patient Portal: With your hospital account statement ready, visit www.myUHN.ca. Click the "pay as guest" button (below the sign in) and follow the instructions. You can find the Guarantor last name and Guarantor ID on the hospital account statement. • By mail: Send your payment to: Accounts Receivable UHN 200 Elizabeth Street Toronto, ON MSG 2C4 • In person: Go to a UHN Cash Office. You may pay by cash, debit or credit card. The Cash Office is open from 8:30 am to 3:00 pm. Ask the Information Desk or a member of your health care team for the Cash Office location nearest you. • Through online or telephone banking: Select “University Health Network” and enter your MRN or SAR from your invoice.

www.uhn.ca • www.uhnPatientEducation.ca

Patient & Family Learning Centres/ Libraries Patient & Family Learning Centres at UHN have reliable health information on a variety of health topics and in different languages. We have professionally trained library staff to help you search for information. We also provide assistance with accessing digital health resources on your personal device. Our services are free. Visit or contact the Patient & Family Learning Centres: • Toronto General: Peter & Melanie Munk Patient & Family Learning Centre/ Library Location: Level 1, Upper Munk Lobby, near Tim Hortons and the Outpatient Pharmacy Phone: 416 340 4800 extension 5951 Email: tgpen@uhn.ca • Toronto Western: TWH Paul B. Helliwell Patient & Family Library Location: Ground Floor, West Wing, near West Wing Elevator Phone: 416 603 6277 Email: twpfl@uhn.ca • Princess Margaret: Princess Margaret Cancer Centre Patient & Family Library Location: Main Floor, across from the blood lab Phone: 416 946 4501 extension 5383 Email: PatientEducation@uhn.ca

Services at UHN

• Toronto Rehab - Bickle Centre: Location: Main Floor, room 200 Email: tgpen@uhn.ca • Toronto Rehab - Lyndhurst Centre: Spinal Cord Connections Resource Centre Location: Main Floor, in the lobby Phone: 416 422 5644 extension 213 Email: info@sciOntario.org • Toronto Rehab - Rumsey Centre, Neuro: Coriat Patient and Family Centre Location: Main Floor Email: tgpen@uhn.ca Toronto Rehab patients are also welcome to call, email or visit the Toronto General Patient & Family Learning Centre for more help finding health information.

Patient Relations Patient Relations is here to support you through your experience at UHN, but it is also your right to ask questions and express concerns about your or a loved one’s care directly with your health care team or the unit manager. They may be able to act on your concerns and answer any health care related questions right away. If speaking with your team or the unit manager does not resolve an issue, or you need more help, please feel free to contact us. We can: • Listen to your feedback in a supportive and respectful way. continues on next page ➤

www.uhn.ca • www.uhnPatientEducation.ca

• Answer your questions about how UHN works. • Look into your concerns. • Help with communication between you and your health care team. • Share your feedback on UHN services, policies, and procedures with leaders at UHN to improve how UHN works. • Receive your compliments and share them with the health care team and UHN leaders. We will need permission (or consent) from the patient involved if we need to look into any concerns. If the patient is not able to speak with us, we will communicate with their Substitute Decision Maker or Power of Attorney. We respond to patients, family members and visitors as quickly as we can. Contact us: • By email at PatientRelations@uhn.ca. Email is the best way to reach us at first, as it allows you the time to provide us with the correct spelling of names and the details of your concern. • By phone at 416 340 4907. If email is not possible, please call and leave a voicemail. Please provide your name and phone number and speak slowly and clearly so we can reach you.

Porters Support staff may work with your health care team to lift and transport you in a safe and respectful manner. We arrange porter transportation as needed.

Services at UHN

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. • Toronto General, Toronto Western or Princess Margaret: 416 340 4111 • Toronto Rehab: 416 597 3422 extension 3070

www.uhn.ca • www.uhnPatientEducation.ca

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 TeamUHN. Contact Volunteer Resources at Volunteering@uhn.ca for more information.

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. For more information on becoming a Patient Partner, call 416 340 5085 or email PatientExperience@uhn.ca.

Giving Back

Join the Virtual Patient Focus Group The Virtual Patient Focus Group is a group of UHN patients and caregivers who provide feedback on hospital projects by filling out online surveys. To join the Virtual Patient Focus Group, call 416 340 5085 or email PatientExperience@uhn.ca.

Donate UHN Foundation UHN Foundation raises funds for research, education and the enhancement of patient care at Toronto General and Toronto Western hospitals, Toronto Rehab and 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 and helping to build a healthier world. UHN Foundation is an amalgamation of Toronto General & Western Hospital Foundation and Toronto Rehab Foundation.

Princess Margaret Cancer Foundation 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.

www.uhn.ca • www.uhnPatientEducation.ca

Advertiser Index Disclaimer : The University Health Network (UHN) thanks all 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

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Community Services

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Home Health Care Services

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Home Modification

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Hospital Foundation

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Meals

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Medical Supplies

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Senior Care

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48 www.uhn.ca

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www.uhnpatienteducation.ca 49

Help us build a healthier world Donor support helps where government funding can’t reach – with new discoveries, upgrading labs and operating rooms, and attracting and retaining the brightest medical minds in the world. The generosity of our donors allows Toronto General and Toronto Western hospitals, Toronto Rehab and the Michener Institue of Education to transform care for patients in our community and around the world.

Here are some of the ways you can contribute to the groundbreaking research and life-saving treatments happening every day at our hospitals:

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.

DEDICATE A PLAQUE

MAKE A GIFT IN MEMORY

Honour a loved one with a plaque on one of the commemorative walls in our hospitals.

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

HONOUR YOUR HERO

LEAVE A GIFT IN YOUR WILL

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

Your legacy can make the world a better place. It’s easier than you might think and will have a lasting impact.

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

To learn more or make a gift, visit UHNfoundation.ca or call 416-603-5300.

HERO

Did someone here know what you needed when you needed it most? That’s the most important kind of knowledge. Say thanks by making a donation in their name at honouryourhero.ca or 416-603-5300.

Honour your hero now:

See this publication and more at:

Quality Healthcare Publications

http://patientdirectory.ca

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