Victoria General Hospital Patient and Family Guide

PATIENT and FAMILY GUIDE

Greetings from Our Chief Operating Officer Welcome, Thank you for the opportunity to serve you and your loved ones. The Victoria Hospital has over 100 years of history taking care of the residents of Winnipeg, specifically in the South End. We are grateful for the trust that you place in us as we care for you.

We have had many changing roles over the years. We currently have approximately 200 inpatients beds that specialize in Community Medicine, Mental Health and Geriatric Rehabilitation. Our Urgent Care is host to over 40,000 patients per year and our Day Surgery Program performs more than 15,000 procedures annually. We are also the home to the Provincial Metabolic and Bariatric Centre of Excellence. As you can see, we have a strong program offering but our true strength is in our medical staff, employees and volunteers that are committed to the best care possible.

At Victoria Hospital we support a philosophy that home, with appropriate supports, is the best place to recover from illness and injury. Research shows that returning home as soon as possible with the supports you need gives you the best chance to regain your strength and independence. You can trust that your care team will do everything they can to get you home safely.

Please take a few minutes to review this handbook on admission and feel free to use it as a reference guide during your stay. It may be able to answer many questions you may have regarding your care and what to expect during your stay. It will also be very helpful as you transition back to the community Welcome to the Victoria Hospital. We are The Small Hospital with a Big Heart and a Clear Vision.

I am confident that you are in good hands.

Ray Sanchez, Chief Operating Officer

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Hôpital Victoria Hospital

Bienvenue, L’Hôpital général Victoria offre des soins aux résidents du sud de Winnipeg depuis 1911. Nous sommes reconnaissants d’avoir la possibilité de prendre soin de vous et de vos proches aux moments où vous avez besoin de nos services.

Au cours des années, le rôle de l’hôpital a changé. Aujourd’hui, nous avons plus de 200 lits spécialisés en médecine communautaire, en santé mentale et en réadaptation gériatrique.

Nous avons maintenant un centre de soins d’urgence mineure qui accueille plus de 40 000 patients par année, un programme de chirurgie d’un jour qui fait plus de 15 000 interventions par année et nous sommes le centre d’excellence du Manitoba en soins bariatriques. Malgré tous les changements survenus au fil des ans, une constante demeure: la détermination de notre personnel médical, de nos employés et de nos bénévoles de vous fournir les meilleurs soins possibles. À l’Hôpital général Victoria, nous soutenons la philosophie selon laquelle le meilleur endroit où se rétablir d’une maladie ou d’une blessure est chez soi, avec les supports appropriés. La recherche montre que retourner chez vous dès que possible avec le soutien dont vous avez besoin vous donne la meilleure chance de retrouver vos forces et votre autonomie. Vous pouvez être certain que votre équipe de soins fait tout ce qui est en son pouvoir pour vous aider à retourner chez vous en toute sécurité.

Je vous encourage à prendre un moment avec votre famille pour lire ce livret rempli de renseignementsimportants décrivant ce à quoi vous pouvez vous attendre pendant votre hospitalisation, comment vouspouvez aider votre équipe de soins à assurer votre sécurité et ce que vous devez comprendre avant de quitter l’hôpital.

Bienvenue à l’Hôpital général Victoria. Nous sommes le petit hôpital qui a un grand cœur et une vision claire. Vous êtes entre bonnes mains.

Ray Sanchez, directeur de l’exploitation

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The Small Hospital with a Big Heart and a Clear Vision.

Telephone Directory Accounts Receivable................................................. 204-477-3360 Cardiology Clinic....................................................... 204-477-3480 Diagnostic Imaging.................................................... 204-477-3232 EKG........................................................................... 204-477-3321 Executive Office........................................................ 204-477-3375 Foundation..................................................................204-477-3513 Foundation Donation Line......................................... 204-477-3426 ...........................................................................or 1-888-335-3716 Gift Shop................................................................... 204-477-3350 Health Records.......................................................... 204-477-3105 Oncology (Buhler Cancer Centre)............................. 204-477-3328 Patient Inquiry........................................................... 204-269-3570 Patient Relations........................................................204-477-3419 Patient Telephone Service........................................ 204-477-3221 Security..................................................................... 204-477-3109 Spiritual Health...........................................................204-477-3116 Urgent Care................................................................204-477-3121 Victoria Lifeline..........................................................204-956-6777 ...........................................................................or 1-888-722-5222 Volunteer Services.................................................... 204-477-3347

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Hôpital Victoria Hospital

Table of Contents Greeting/Welcome from Our Chief Operating Officer...................................... 2 Hospital Maps....................................................... 6, 7 Who We Are............................................................. 8 Declaration of Patient Values...................................10 Our Care Team........................................................11 What to Bring to the Hospital...................................14 Safety......................................................................16 End-Of-Life Care.................................................... 22 Finding a Patient..................................................... 22 Privacy.................................................................... 22 Hospital Amenities.................................................. 23 Leaving the Hospital............................................... 27 Community Services............................................... 27 Patient Relations Office.......................................... 29 Volunteer Opportunities.......................................... 29 Volunteer Guild of Victoria Hospital........................ 30 Victoria Hospital Foundation....................................31 My Voice & My Experience..................................... 33 Community Supporters........................................... 35 Victoria Hospital I 2340 Pembina Highway Winnipeg, MB R3T 2E8 204-269-3570 I www.vgh.mb.ca Patient and Family Guide

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Hospital Map - Main Floor Main Floor Legend Information/Reception Public Washrooms Elevators

Triage

Urgent Care Entrance Waiting Room

Drop Off

EKG

Urgent Care Department

Mental Health Assessment Unit

Spiritual Health

Market Cafe

Waiting Room Post Anasthetic Recovery Unit (PACU)

Switchboard Information

Admitting

Security Desk & Volunteer

Administrative Offices

Lab

Nuclear Medicine

Endoscopy

Outpatient Health Clinic

Patient Relations

• Diagnostic Imaging • CT Scan • X-Ray • Ultrasound

Gift Shop

Day Surgery Short Stay

Operating Rooms

Victoria Hospital Foundation CancerCare Manitoba

Victoria Hospital Main Entrance

CancerCare Manitoba Entrance

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Hôpital Victoria Hospital

Elevators

Public Washrooms

Information/Reception

Legend

Ground Floor

Rehabilitation

Occupational Therapy

Physiotherapy

Patient and Family Guide

Centre for Metabolic & Bariatric Surgery

Pre-Anesthetic Clinic (PAC)

Human Resources and Staffing

Centre for Metabolic & Bariatric Surgery

Finance Department Health Information Services

Pharmacy

Extended Hours Primary Care Clinic

Facilities Management

Physiotherapy

Pre-Anesthetic Clinic (PAC)

Occupational Therapy

Rehabilitation

Medical Device Reprocessing

Cafeteria Meeting Room

Education Classrooms

Ground Floor

Therapeutic Services

Therapeutic Services

Finance Department

Home Care Services

Volunteer Services

Volunteer Services

Facilities Management

Cafeteria

Hospital Map - Ground Floor

Legend

Information/Reception

Public Washrooms

Elevators Cafeteria

Human Resources and Staffing

Home Care Services

Medical Dev

Pharmac

Health Information Ser

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Who We Are VH offers:

Urgent CareServices Victoria General Hospital Urgent Care Centre

120 Visits Per Day Family Medicine

89 Beds

The Urgent Care Department is open 24 hours a Largestand Minimally Invasive Second day provides care forLargest unexpected, but non-lifeDay Surgery Program Mental Health Program threatening health concerns that require same day treatment. Patients coming to Urgent Care may arrive on their own or be transported by ambulance. Urgent Care patients are seen by a triage nurse to determine Patients Per Dayof their condition and are then seen in the50-100 urgency 75 Beds + Outpatient 10 Short Stay Beds priority order by an Urgent Care Physician, Physician Provincial Centre of Geriatric Rehabilitation Excellence for Bariatric Surgery Assistant or Nurse Practitioner.

The Manitoba Blue Cross Mental Health Assessment Unit is an extension of our Urgent Care, providing a safe, calm, recovery focused environment for individuals with a Mental Health concern. This unit 30 Beds 200 Surgeries Per Year has 6 treatment spaces where patients receive individualized care to address and support their needs, including assessment and treatment from our Urgent Care and psychiatric teams, community follow up and crisis stabilization. To access the unit, individuals must be assessed by a Nurse and Urgent Care Physician.

Day Surgery/Short Stay Surgery

Through the use of innovative technology, the VH

a General Hospital Services performs most of its surgical procedures on a day

entre

Largest Minimally Invasive Day Surgery Program

Day

50-100 Patients Per Day 10 Short Stay Beds

ine

Geriatric Rehabilitation

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surgery basis. This allows patients to stay in their Second Largest Mental Health Program return home sooner, and return to homes longer, work and their usual activities of daily living more quickly. The Hospital’s Day Surgery department cares for patients admitted for surgery, scopes, and local procedures. When it is decided by the surgeon that a 75 Beds + Outpatient patient should stay overnight in the hospital following Provincial Centre of patients are admitted to the short stay their surgery, Excellence for Bariatric Surgery unit on the main floor for up to 23 hours and then discharged home.

Hôpital Victoria Hospital 30 Beds

200 Surgeries Per Year

Victoria General Hospital Services Urgent Care Centre

Largest Minimally Invasive Day Surgery Program

Second Largest Mental Health Program

Medicine 120 Visits Per Day Family Medicine

89 Beds

50-100 Patients Per Day Patients served by the Medicine 75 Beds + Outpatient Program have 10 Short Stay Beds multiple diagnoses, which often require the Provincial Centre of Geriatric Rehabilitation coordination and involvement a variety of Excellence for Bariatricof Surgery multidisciplinary caregivers to address complex physical and psychosocial needs. VH has 89 medicine beds on 3 Community Medicine Units.

These offer high quality general medical care and intervention to adult200 patients in order to enhance/ 30 Beds Surgeries Per Year maintain their physical, psychosocial, and spiritual well-being. Patients on these units generally do not require high technology monitoring or complex diagnostic procedures.

ospital Services Mental Health The Mental Health program at VH specializes in the a General Hospitalcare Services of adult and geriatric patients experiencing a

nvasive ogram

Second Largest Mental Health Program

entre

Largest Minimally Invasive Day Surgery Program

er Day eds

75 Beds + Outpatient

itation Day

Provincial Centre of 50-100 Patients Per Day Excellence for Bariatric Surgery 10 Short Stay Beds

ine

Geriatric Rehabilitation

200 Surgeries Per Year

30 Beds

variety of mental illnesses. Mental Health services Second Largest embrace the Recovery Model of treatment, which Mental Health Program emphasizes that although people may not be able to have full control over their symptoms, they can regain full control over their lives. VH offers specialized Inpatient Geriatric Mental Health services, along with Adult Inpatient and Outpatient 75 Beds + Outpatient Mental Health programs.

Provincial Centre of Excellence for Bariatric Surgery

Geriatric Rehabilitation

Suitability for Geri Rehab services is determined

by Geriatric Medicine/ Rehabilitation professionals.

Patients are generally age 65 or older, medically stable and could benefit from rehabilitation support 200 Surgeries Per Year to safely return to their homes or alternative community living.

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PATIENT VALUES When I need healthcare I valueSeen as an individual, with unique life experiences � needs

dignity Ι respect

Treated with respect, without judgement of my condition, culture or life Having my privacy respected Caring � compassion, with me � my family

care Ι compassion

Understanding what is happening to me, having interpreters who help me communicate Trust Feeling truly listened to

feeling safe

Having my healthcare providers’ full attention Information about my situation � options for treatment, in a way that I fully understand

open Ι transparent

Being a partner in my care, not just a patient receiving care Including the people who support me on my healthcare team

equal partnership

Taking part in the decisions that affect me Flexibility in responding to my changing needs Enabling me to achieve my health goals to live as full a life as possible

geƫng support

My care is well-coordinated Knowing what to expect—how long I might need to wait, resources to connect to � my options

As an active partner in my care, I will:

Be open & share informaƟon about my symptoms, challenges, concerns & goals Ask quesƟons Set a posiƟve tone & be respecƞul Try my best to follow my care plan and ask for help when I can’t Use health care resources wisely Excerpted from the “DeclaraƟon of PaƟent Values” developed through consultaƟon with WRHA public & paƟent engagement volunteers.

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Our Care Team Doctor

“I help prescribe the treatment program.”

Nurse

“I assist patients with medical care, provide education about health issues, and offer emotional support.”

Pharmacist

“I work with the care team to ensure medications are used safely and effectively.”

Occupational Therapist

“I help patients develop, recover, improve, as well as maintain the skills needed for daily living and work.”

Social Worker

“I work with patients and families to alleviate distress, promote optimal health and well-being while focusing on psychosocial needs.”

Physiotherapist

“I help people to restore, maintain or optimize their mobility and strength.”

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Speech-Language Pathologist

“I assess and monitor your swallowing safety while in hospital as well as complete communication assessments when required.”

Rehabilitation Assistant

“I carry out treatment plans designed by physio and occupational therapists to help rehabilitate patients.”

Dietitian

“I help make sure patients receive the vitamins and nutrients needed to feel better.”

Volunteer

“I visit and welcome people to the hospital.”

Spiritual Health Practitioner

“I offer emotional and spiritual support to patients and families during their hospital stay.”

Housekeeper

“I make sure rooms, halls, and visiting areas are clean.”

Security

“I help keep our hospital safe for everyone.”

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Hôpital Victoria Hospital

Health Care Assistant

“I help patients with their daily care needs.”

Physician Assistant

“I assist the doctor in planning care and answering patient/family questions.”

Nurse Practitioner

“I assess patients, order tests, treat illness and disease and develop care plans.”

Home Care Case Coordinator

“I plan the services patients need to continue recovering at home.”

Patient

“I receive medical treatment and work with my team to recover.”

Family

“We support our loved one through their hospital journey.”

Recreation Therapist

“I help patients maximize their independence and provide meaningful leisure and recreational activities.”

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What to Bring to the Hospital 3 Manitoba Health Card 3 Other personal/private insurance card (s) 3 A list of your current medications 3 Health Care Directive 3 Eyeglasses 3 Dentures 3 Hearing Aid (s) 3 CPAP/BiPAP machine with mask and tubing 3 Mobility aids (such as a cane or wheelchair)

3 Comfort items such as reading/entertainment material 3 Small amount of cash (less than $20.00) 3 Toothbrush, toothpaste, hairbrush, soap and shampoo 3 Pajamas 3 Housecoat 3 Comfy non-slip socks or shoes

Personal items to leave at home: • • •

Valuables: sentimental or irreplaceable items, jewelry (including wedding rings), expensive items Credit cards Unnecessary cash

Please note: VH cannot be responsible for lost, stolen,

or damaged patient belongings. Please be mindful of this when choosing which belongings you bring to hospital with you.

VH encourages patients/families to label personal items with first/ last name.

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SAFETY

Safety

Speak Up! Share! If you have a question or concern, or identify a safety issue – share it with your nurse, the Manager of Patient Care or our Patient Relations Associate so that we can address your issue before more possible harm occurs.

Falls Prevention What we will do: • • • •

Complete a risk screening to identify if you are at risk for falls.

If you are at risk of falls we will place a sign on your door and on your communication board to ensure everyone on the team knows.

We will share a “Falls Prevention” information sheet and discuss your fall prevention plan with you.

We may put strategies in place to help prevent falls such as: turn on the bed alarm, move you closer to the nursing station and instruct you not to get up without help.

What you can do: • • • • • • •

Bring in good fitting non-slip footwear.

Ask about falls prevention strategies and how you can help.

Purchase hip protectors if recommended by your health care team.

Review the “Falls Prevention” sheet that your nurse shared with you at your admission.

Use the call bell for assistance before getting up, especially if you feel weak, dizzy, or drowsy (sometimes it may take a few minutes, please wait.)

Keep your glasses, hearing aids and other personal belongings within reach.

Plan regular bathroom visits with your care team. We want to help ensure that you are safe.

Patient Identification What we will do: •

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To ensure that the right patient is getting

Hôpital Victoria Hospital

SAFETY the right treatment every time, we will check your armband frequently and/or ask you for your name and date of birth.

What you can do: • • •

Keep your patient ID visible at all times.

Let a member of your health care team know if your wristband comes off, doesn’t fit, or becomes faded.

Participate in the identification process by answering questions like: what is your name and your date of birth? This helps to keep you safe.

Skin Health/ Pressure Injury Prevention What we will do: • •

Complete a risk screening to identify if you are at risk for skin breakdown.

Create a plan of care based on your level of risk that could include many different interventions, such as: using a turning schedule, using a different type of seating cushion or mattress, or applying moisturizer to your skin.

What you can do: • • • •

Check your skin frequently for rashes, red spots, swelling or pain.

Tell the staff if you notice a change in your skin.

Change your position at least every 2 hours or sooner.

Use pillows or heel boots to support your heels if you have limited mobility.

Communication Board What we will do: • •

Update the whiteboard in your room each day.

Write the name of your doctor, nurse and other team members on the board.

What you can do: • •

Write questions and comments on the board.

Pass on important information.

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SAFETY

Call Bells

What we will do: • •

Place your call bell where you can easily reach it.

Respond as soon as possible when you push the call bell button.

What you can do: • •

Tell us if your call bell is not working or if it is out of reach.

Use your call bell to let us know when you need our help.

Allergies/Dietary Needs What we will do: • •

Ask about allergies, food preferences and special diets.

Document these items in your chart.

What you can do: • • • •

Tell us about food you like or dislike.

Check labels and packaging.

Tell us if something looks wrong.

Use unscented shampoo, deodorant, and avoid perfumes/ colognes.

Infection Prevention and Control What we will do: • •

Wash or sanitize our hands before and after helping you.

Wear gloves, when required.

What you can do: • • • • • •

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Help prevent infection by washing your hands or using hand sanitizer often.

Wash your hands with soap and water for at least 15 seconds.

Don’t hesitate to remind your health care team to do the same.

Cover your mouth and nose when sneezing or coughing with your elbow.

Have visitors wash or sanitize their hands before and after seeing you. If they are sick, please ask them to stay home or leave.

Don’t share personal care items such as razors, toothpaste, etc.

Hôpital Victoria Hospital

SAFETY Violence/Abuse Prevention What we will do: • • • • •

Treat visitors and patients with dignity, respect and care.

Screen all patients for potential violence aggression/responsive behaviors.

Report any incident of violence or abuse.

Develop care plans to keep staff and patients safe.

Alert Security and others when needed.

What you can do: • •

Treat staff, visitors, and other patients with respect.

Speak with your nurse or a member of the health care team if you have any concerns.

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SAFETY

5

QUESTIONS TO ASK ABOUT YOUR MEDICATIONS when you see your doctor, nurse, or pharmacist.

Keep your medication record up to date.

Remember to include:

Ask your doctor, nurse or pharmacist to review all your medications to see if any can be stopped or reduced.

Visit safemedicationuse.ca for more information.

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Hôpital Victoria Hospital

© 2016 ISMP Canada

drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products

SAFETY

FALLS FALLS PREVENTION PREVENTION INFORMATI O N F O R YO U AND YOUR FA MI LY INFORMATI O N F O R YO U AND YOUR FA MI LY O UR GOA L O UR GOA L

To reduce falls with injury.

To Youreduce are in afalls new with place.injury.

Pathways are different and we want You are in ayou new are different and we want to support in place. being Pathways safe. to support you in being safe.

WHAT INCRE ASE S YO UR RI S K ?

WHAT INCRE ASE S YO UR RI S K ?

• Have you fallen before?

•• Have you fallen Do you ever getbefore? dizzy?

•• Do you ever get dizzy?

Is there a change in your vision? Do you need glasses?

•• Is there change in your vision?

Dofeet? you need glasses?

Are you aweak or unsteady on your •• Are you weak or unsteady on your feet?

Do your shoes/slippers fit well?

Do your shoes/slippers fit four well?medications?

•• Are you taking more than •• Are youhave taking more than four medications?

Do you difficulty remembering things sometimes?

Do you you often have difficulty remembering •• Do have an urgent need tothings go to sometimes? the bathroom?

•• Do often have an urgent need to go to the bathroom?

Areyou there cords or items to trip over?

Are there orslippery? items to trip over?

•• Is the floorcords wet or • Is the floor wet or slippery?

DID YOU KNOW? DID YOU KNOW?

All acute care hospitals acute carehave hospitals inAllthe Region a falls in the Region have a falls prevention program.

Your risk for prevention program. Your riskafter for falls will be assessed shortly falls will be assessed shortly after admission. We will work admission.

We will work with you to reduce your risk. with you to reduce your risk.

Questions? Please ask your Questions?

Please ask your health care providers. health care providers.

YO U CAN TAK E K EY ST E PS TO PRE VE N T A FAL L YO U CAN TAK E K EY ST E PS TO PRE VE N T A FAL L

The following suggestions may help you to prevent a fall. suggestions help you to prevent fall.when you need to get out of bed. It is •The Askfollowing for help when you need may to reach something.

Call for ahelp • Ask whenwe you okayfor to help call staff, areneed heretotoreach help. something. Call for help when you need to get out of bed. It is okayout to of callbed staff, we are toedge help. of the bed and give your body time to adjust before walking.

• Get slowly.

Sithere at the •• Get outsitting of bed Sit at the edge of theand bed andonto givesomething your body solid time that to adjust walking.

When onslowly. the toilet, stand up slowly hold doesbefore not have wheels.

When sitting on the toilet, stand updizzy. slowly and hold onto something solid that does not have wheels.

•• Sit down or stay seated if you feel •• Sit or staymay seated if you Hipdown protectors reduce thefeel riskdizzy. of breaking your hip.

Hip protectors may reduce the risk breaking hip.

•• If you have an assisting device (likeof a walker or your cane), use it.

If you you get haveupantoassisting (like during a walker cane),wearing use it. treaded shoes/slippers or non-slip •• If go to thedevice bathroom theornight, • Ifsocks you get up to go to theAsk bathroom the night, treaded is recommended. for helpduring putting these onwearing if you need it. shoes/slippers or non-slip socksmoving... is recommended.

Asktoo forlong helpwithout puttingmovement. these on if you need it.

• Keep don’t sit for • Keep moving... don’t sit for too long without movement.

While older adults are at a higher risk for falls – falls can occur at any age.

While older adults are at a higher risk for falls – falls can occur at any age.

This handout contains general information only. For your own care, talk to your health care provider.

This handout contains general information only. For your own care, talk to your health care provider.

www.preventfalls.ca www.preventfalls.ca Patient and Family Guide

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End-OfLife Care The Cherry Blossom sign was designed as a way to alert staff and visitors to be mindful and respectful because a patient death is imminent or has just occurred.

The visual cue is an important tool that helps staff, volunteers and visitors maintain dignity in the dying process. End-of-life can be a difficult time; as health care providers, it is important we offer empathy, sensitivity and compassion. If this sign is posted on a patient’s door, please be mindful of privacy and minimizing disruptions.

Finding a Patient Patient Inquiry, located at the front information desk in the Hospital’s lobby on the main floor, is open from 7:00 a.m. to 11:15 p.m. daily.

Inquiries about a patient’s location at Victoria Hospital can be made in person or by phone at 204-477-3377.

The following information may be available from Patient Inquiry: • •

Confirmation that an individual is a patient at Victoria Hospital The location of the patient (provided in person, not over the phone) • Whether or not a patient may have visitors Some or all information, including whether a patient is in our facility, may not be available due to a number of circumstances, including a patient’s request for privacy.

Privacy The Personal Health Information Act (PHIA) is a provincial law that governs the collection, use, and disclosure (sharing) of personal health information. In accordance with PHIA, your personal health information

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Hôpital Victoria Hospital

is collected and used in a confidential manner. VH will share your personal health information with members of your health care team, unless you tell us not to. We will also collect, use, and disclose information for other purposes permitted by PHIA, including quality improvement and risk management. Contact information is shared with our VH Foundation so that they can contact you for donating opportunities.

You have the right to access your personal health information, request corrections, and limit who may see it. For more information about PHIA and your personal health information, please speak with a member of your health care team or contact Health Information Services at 204-477-3105.

Confidentiality is Important to Us!

There may be times when you can’t help but overhear information about other patients. If this happens, please help us to maintain confidentiality and respect for the privacy of our patients by keeping this information to yourself.

Please note: you are not permitted to make photo, audio or video recordings of staff or other patients at VH.

Hospital Amenities Miracle Garden

Our Miracle Garden is a special place of comfort and healing for patients, staff and our community. It is a peaceful environment that is uniquely designed to feed the spirit and nurture physical, mental and spiritual health.

Tranquility Trail

Will & Mavis Tishinski Tranquility Trail Will & Mavis Tishinski Tranquility Trail, located at the corner of Dartmouth and Pembina, is a purpose-built outdoor environment designed to support the mental wellness of our community.

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Gift Shop

The Victoria Hospital Gift Shop is staffed by volunteers and is located on the main floor of the hospital in the front lobby. Hours of operation are Monday to Friday: 10:00 a.m. - 4:00 p.m. and Saturday: 12:00 p.m. to 3:00 p.m.

Bank Machine

A Bank Machine is located on the main floor in the hospital’s front lobby and is available 24 hours a day.

Parking

Public parking is available in the Visitors Parking lot in the front of the hospital. Payment for hourly, daily and weekly passes is made at the parking machines in the front entrance. The parking machine does not give change or use debit. Monthly parking passes are available through Victoria Hospital Foundation in the main entrance breezeway. Street parking around the hospital is limited.

There are parking machines located at the front entrance, Urgent Care entrance, and Buhler Cancer Centre entrance. All parking fees are invested to advance healthcare at Victoria Hospital and in our community through Victoria Hospital Foundation.

Market Café

Market Café kiosk on the main floor is generally open Monday to Friday: 8:00 a.m. to 3:00 p.m.,Saturday and Sunday and Holidays: 9:00 a.m. to 1:00 p.m. Hours may vary.

Wi-Fi

Wi-Fi is available free of charge for all patients and families at VH.

Television

Personal bedside television rental services are available on the medicine and geriatric rehabilitation units. LOC Medical is pleased to provide patients with personal bedside television rental service.

To order service, please call 1-800-263-1113 or visit locmedical.com and select the “FOR PATIENTS” menu and select the “TV Rental” option and follow the prompts. Proceeds from patient rental services are invested to enhance healthcare at Victoria Hospital and in our community through Victoria Hospital Foundation.

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Hôpital Victoria Hospital

Phones

Bedside phones are available free of charge for patient use on the Medicine and Geriatric Rehabilitation units. Long distance calls cannot be charged to your room number. People wishing to call you must call the central call-in line at 204-477-3221 and then provide your room extension number (found on the patient phone). Outgoing local calls can be made by dialing 7 and then the 10-digit number.

VH Sanctuary

The VH Sanctuary on the main floor of the hospital is open 24-hours a day for patients, families, visitors and staff. This calming space offers a quiet area for meditation, reflection, prayer or simply a to catch your breath as you navigate your time at The Vic. For those times when you may desire a compassionate ear Spiritual Health Practitioners can also be reached weekdays 8:00 a.m. - 4:00 p.m.

Language Services

For non-English speaking patients, interpretation services are available at no cost. Ask your care team about this service.

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Indigenous Health Service

VH partners with the WRHA Indigenous Health Service to support the holistic needs of First Nations, Métis, and Inuit people. Please speak with a member of your health care team or call Indigenous Health Patient Services at: 204-940-8880 or Toll Free: 1-877-940-8880.

Indigenous Health Services offer: • • •

Language Interpretation Advocacy Spiritual & Cultural Care

• •

Resource Coordination Discharge Planning

Follow Us on: https://www.facebook.com/TheVicWinnipeg/ https://www.instagram.com › thevicwinnipeg https://www.linkedin.com/company/victoriageneral-hospital-winnipeg

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Hôpital Victoria Hospital

Leaving the Hospital Preparing to Go Home

Most people do not want to stay in the hospital any longer than they need to. Once you no longer need hospital care, the best place for you to recover is at home with the support you need.

Your doctor will discharge you when you are medically stable and it is safe for you to go home.

A member of your health care team will review any instructions or prescriptions with you. A discharge summary from the hospital will be provided to you and to your family doctor after discharge.

Be sure you understand: 3 3 3 3 3 3

the reason for your admission and any follow-up appointments; any diet or activity restrictions; any danger signs to watch for after your discharge; changes to your medications; who to call with questions; any community services that you might need to access.

Community Services If support services are required, a member of your health care team will discuss the following options for discharge with you and your family:

Home Care

A professional assessment by a Home Care Coordinator will determine your eligibility for home care. Home care is provided based on assessed need and in consideration of other resources available to you including your family/friends, community resources and other programs. For more information, please see: https://www.gov.mb.ca/health/homecare/guide.pdf

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Priority Home Services

A professional assessment will determine your eligibility for Priority Home Care. This program offers a comprehensive range of services to promote independence and well-being. The goal is to support individuals to live at home, to remain independent for as long as possible, and to prevent avoidable emergency department visits and hospital/personal care home admissions. Priority Home Care includes: • • •

Intensive case coordination; Health care aide/home support worker assistance; Rehabilitation services available based on assessment (occupational therapy, physiotherapy, speech language pathology and rehabilitation assistants); and • Other home care supports. http://www.wrha.mb.ca/extranet/priority-home/files/ ClientHandbookEnglish.pdf

Assisted Living

Independent Living or a Retirement Residence (sometimes referred to as Independent Living with Services or Assisted Living), is a private seniors living building where you rent your own suite and pay for a service package. The residence may offer various services such as housekeeping, meals, and recreation.

Many offer much more.

Costs vary depending on the accommodation and services. Also see: http://www.ltcam.mb.ca/ assisted-living-options-home-care.html for more information.

Long Term Care: Supportive Housing/ Personnel Care Home A Long Term Care Navigator will assess and determine eligibility for Long Term Care options. When patients are paneled from hospital rather than from the community, the placement is considered urgent and the patient and family must accept the first available bed that is offered.

Supportive Housing may be appropriate for you if you require access to 24-hour supervision and some assistance managing with physical limitations, or ongoing health conditions such as dementia. Residents receive support and cueing with activities of daily living such as bathing, dressing, and medication reminders.

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Personal care home may be the appropriate care setting when you can no longer remain safely at home, even with Priority Home care services.

Patient Relations The Patient Relations Officer assists patients and families in navigating the health care system to ensure quality care and good customer service. We want to hear what you have to say so we can better understand what we’re doing right and what we can do better. If you have a positive experience to share, we would love to hear it and share it with our team members.

If a problem arises that can’t be resolved with your care providers, a patient and family can request that the Patient Relations Officer become involved to assist in getting questions answered and to ensure that patients and families’ voices are heard and understood. These conversations however should begin with the care team on the unit, including the Manager of Patient Care.

Please contact us with your feedback by calling 204-477-3419 or send an email to: PCRO@vgh.mb.ca if you have: • • •

Concerns about your care Suggestions to improve health services Compliments for staff, physicians or volunteers

Volunteer Opportunities Victoria Hospital has a long history of volunteer involvement. Our vibrant volunteer community helps by sharing their time, talents and life experiences to enrich the lives of our patients and visitors. Through their dedication, our organization is able to provide that little bit extra to make the experience of patients and visitors more comfortable and welcoming.

Patient Care Programs

Many volunteers want the opportunity to assist directly in-patient care areas. We have several areas that provide this experience including Friendly Visitor, Day Surgery, Diagnostic Imaging and Recreation.

These roles are for individuals who like to be active, meet people and who can work independently.

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Non-Patient Care Programs

We have a few different roles that allow for someone to contribute their time but not work directly with patients. These include: Way Finder, Popcorn Day and Administrative Support.

There are also opportunities to work in the Gift Shop and a wide variety of other positions working with the Volunteer Guild, our volunteerpowered fundraising organization.

Junior Program:

Victoria Hospital Volunteer Services offers a Junior Program for high school students in grades 11 and 12. Junior volunteers have a variety of volunteer opportunities to choose from in a non-direct patient care role; Way finder, special events, admin support. Once students reach the age of 18 they can be crossed trained in a direct patient care role.

For more information: Contact the Volunteer Office at 204-477-3347 or volunteer@vgh.mb.ca

Volunteer Guild of Victoria Hospital:

The Volunteer Guild is a registered charity dedicated to fundraising for The Vic. We are inspired by patients and powered by volunteers! For 70 years our members have donated their time to raise approximately $5 million; we have purchased everything from pet therapy to a CT Scanner, from clothing and toothpaste for patients in need to wheelchairs and state-of-the-art rehabilitation equipment. Every dollar raised stays at the hospital.

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Hôpital Victoria Hospital

The Gift Shop

We operate the beautiful Gift Shop in the hospital’s main entrance.

Staffed by enthusiastic volunteers, we carry get-well gifts, cards, snacks, books and supplies for patients which can be delivered for free. We also carry a lovely selection of clothing, purses, jewellery, housewares, and all-occasion gifts.

Raffles & Special Events

You’ll also see our volunteers raising money in a variety of other ways: selling raffle tickets, organizing book sales, and hosting events on special occasions. We’ll welcome your support!

Donations

We also accept direct donations to support patient care initiatives as well as scholarships for both students and staff. Tax receipts are provided for donations of $10 and above. If you prefer to send a cheque, please make it payable to the “Volunteer Guild of Victoria Hospital” and mail it to us at the hospital. Alternatively, visit our website at http:// vicguild.ca to donate online.

Victoria Hospital Foundation How Can I Say Thank You? Have you or a loved one received compassionate care at Victoria Hospital? Show your appreciation for an exceptional caregiver or program in a meaningful way by making a gift of gratitude to the Victoria Hospital Foundation.

We will invest your generous contributions in initiatives that advance discovery and innovation, enhance care and comfort, improve mental health and wellness, and support aging with dignity.

A letter acknowledging your gift will be sent to the caregiver(s) who went the extra mile for you or a loved one with no amount mentioned.

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By showing your gratitude in this way, you are helping patients and families at Victoria Hospital receive the best possible care today while making a lasting impact on patient care in the future.

We Want To Hear From You!

Patients and families who share their stories of gratitude with our supporters help us to raise funds and show our community the impact of their gifts. Please contact us at 204-477-3513 to learn more or share your story online at TheVicFoundation.ca.

Thank your caregiver today!

Contact Victoria Hospital Foundation at (204) 477-3513 or visit us online at TheVicFoundation.ca.

About Victoria Hospital Foundation

Victoria Hospital Foundation is dedicated to advancing healthcare at Victoria Hospital and in our community to create healthier futures for us all. We are committed to supporting, enhancing, and transforming mental healthcare and the care of older adults across the continuum of care. Since 2009, we have invested more than $17 million in innovations that enhance patient care and improve the health and wellbeing of our community.

Our community service Victoria Lifeline has been helping Manitobans lead safe and independent lives for over 30 years. Our medical alert service provides subscribers with 24/7 access to help both inside the home and out. With innovative aging in place solutions, Victoria Lifeline is a valuable support system for older adults and people living with chronic conditions. All proceeds are re- invested in Victoria Hospital Foundation to advance healthcare at Victoria Hospital and in our community.

For more information on Victoria Lifeline, please call 204-956-6777 or toll-free 1-888-722-522 or visit VictoriaLifeline.ca

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Every experience matters. Share yours with us.

CONTACT US Telephone: 204-926-7825 Email: clientrelations@wrha.mb.ca

Take the 2-minute survey at wrha.mb.ca/ experience-survey or scan the QR code.

Your feedback from the WRHA Service Experience Survey helps us improve our services and better meet your health care needs.

Share your thoughts and ideas with us! Even the smallest changes can make a big difference. wrha.mb.ca

Chaque expérience compte. Partagez la vôtre avec nous.

NOUS CONTACTER Téléphone : 204-926-7825 Courriel : clientrelations@wrha.mb.ca

Prenez 2 minutes pour remplir le sondage à wrha.mb.ca/sondage ou balayez le code QR.

Votre rétroaction dans le cadre du sondage sur votre expérience des services offerts par l’ORSW nous aide à améliorer les services et mieux répondre à vos besoins en matière de soins de santé.

Faites-nous part de vos pensées et idées! Même les plus petits changements peuvent faire une grande différence.

wrha.mb.ca

Community Supporters Victoria Hospital is grateful to all advertisers for helping to make this guide possible. Please note: an advertisement in this guide is not an endorsement by Victoria Hospital.

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• In-suite washer & dryer • Guest Suite • Private Dining Room • Shuttle bus

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Patient and Family Guide

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veniently located at the end of Boulton Bay off aston Blvd. South of Grant Ave. in River Heights

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Hôpital Victoria Hospital

GO D ER L Y' S S E RV IICE CES GO OR RD E RLY' HE L P YYO OU AC HIEVE YO UR G OA LS H ELP CHIEV OU GO ALS HOME OR ON THE ROAD PERSONAL CARE ANYWHERE!

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MEDICAL APPOINTMENTS

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SAFE PATIENT DISCHARGE ACCESSIBLE VEHICLES AVAILABLE FOR SALE

Wheelchair services Transportation vouchers accepted

Accredited with: MPI, Wpg Rehab Hospital, BBB, WCB, Medavie BlueCross, EIA

Patient and Family Guide

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Hôpital Victoria Hospital

Recover safely in the comfort of your own home.

Our medical alert service offers affordable, 24/7 help in case of a fall or medical emergency.

We are a not-for-profit partner of the Victoria Hospital Foundation.

No contract necessary, fall detection and mobile button options available.

For a free in-home or bedside visit with a trained educator, contact us at (204) 956-6777 or online @VictoriaLifeline.ca @VictoriaLifeline

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Respite or Convalescence

Stays

Fully Furnished Suites are Available for temporary stays at any one of the All Seniors Care Residences in Winnipeg and Victoria Landing in Brandon. Please call to arrange a complimentary consultation with one of our professional staff.

Daily rates based on services required.*

Retirement Living In Manitoba At Its Best!

Redefining Age-In-Place Living:

Excellence in Assisted Living • Well Designed Spacious Suites • Full Service Fine Dining • Daily Activities & Outings • Nurse on Staff • Nighttime HCA

Luxury Secured Living on • 24 hour Supervision in a Secure Setting • 3 Delicious, Home-cooked Meals & Snack • Caring, Supportive, Family Environment • Planned Social Activities

Where Caring is Our Number One Concern™

VICTORIA LANDING 10 Victoria Ave. E 204.571.6000

Brandon

STURGEON CREEK II 707 Setter St. 204.885.0303 STURGEON CREEK I 10 Hallonquist Dr. 204.885.1415

Winnipeg SHAFTESBURY PARK 905 Shaftesbury Blvd.

204.885.7272

www.allseniorscare.com

PROUDLY

CANADIAN

RIVER RIDGE I 50 Ridgecrest Ave. 204.589.2273 RIVER RIDGE II 2701 Scotia St. 204.586.2273

SEINE RIVER 1015 St. Anne’s Rd. 204.256.8877 *Some conditions apply.