Victoria General Hospital Patient and Family Guide

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PATIENT and family guide

Greetings from Our Chief Operating Officer Welcome, Victoria General Hospital has cared for the residents of South Winnipeg since 1911. We are grateful for the opportunity to serve you and your loved ones during your time of need. Over the years the Hospital’s role has changed. Today we have over 200 beds specializing in Community Medicine, Mental Health, and Geriatric Rehabilitation. We now have an Urgent Care Centre that serves more than 40,000 patients a year, a Day Surgery program that performs more than 15,000 procedures annually, and we are Manitoba’s Bariatric Centre of Excellence. Despite all of the changes over the years one thing remains constant: the commitment of our medical staff, employees and volunteers to provide you with the best care possible. At Victoria General 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. I encourage you and your family to take a moment to read through this handbook as it is filled with important information that will let you know what to expect during your stay, how you can help your care team keep you safe, and what you need to understand before leaving the hospital. Welcome to Victoria General Hospital. We are The Small Hospital with a Big Heart and a Clear Vision. You are in good hands. Rachel Ferguson, Chief Operating Officer 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 renseignements importants décrivant ce à quoi vous pouvez vous attendre pendant votre hospitalisation, comment vous pouvez 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. Rachel Ferguson, directrice de l’exploitation


Victoria General Hospital

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

Telephone Directory

Table of Contents

Victoria General Hospital Services Accounts Receivable........................ 204-477-3360

Cardiology Clinic.............................. 204-477-3480

Greeting/Welcome from Our Chief Operating Officer.......... 2

Hospital Largest Minimally Invasive Diagnostic Imaging. ...........................204-477-3232 Urgent Care Centre

Maps............................4-5 Second Largest

Day Surgery Program Mental Health Program Who We Are.................................6


Executive Office................................204-477-3375

Declaration of Patient Values........ 7

Foundation......................................... 204-477-3513

Our Care Team..........................8-9

Foundation Donation Line.................204-477-3426 .................................................. or 1-888-335-3716

What to Bring to the Hospital...... 10

Gift Shop.......................................... 204-477-3350

Finding a Patient......................... 15

Health Records..................................204-477-3105

120 Visits Per Day

Safety......................................... 11

50-100 Patients Per Day Privacy........................................ 15

10 Short Stay Beds Oncology (Buhler Cancer Centre).....204-477-3328

Patient Inquiry.................................. 204-269-3570

Provincial Centre of 16 Hospital Amenities......................

Family Medicine Geriatric Rehabilitation 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 89Services............................204-477-3347 Beds 30 Beds

75 Beds + Outpatient

End-Of-Life Care........................ 16 Excellence for Bariatric Surgery

Leaving the Hospital................... 18

Community Services................... 18 Patient Relations Office.............. 19 Volunteer Opportunities.............. 19 Giving Back................................ 20 My Voice & My Experience......... 21 Community Supporters. .............. 23 200 Surgeries Per Year

Victoria General Hospital I 2340 Pembina Highway I Winnipeg, MB R3T 2E8 204-269-3570 I Patient and Family Guide


Hospital Map - Main Floor


Market Café


Victoria General Hospital

Public Washroom

Hospital Map - Ground Floor

Patient and Family Guide


Who We Are In October 2017, the WRHA started to consolidate health services as part of the Healing our Health Victoria General Hospital Services System Plan. The Victoria General Hospital (VGH) is a major part of this plan to ensure families have access to the right care, at the right time, in the right place. Urgent Care Centre VGH offers:

Largest Minimally Invasive Day Surgery Program

Urgent Care

Second Largest Mental Health Program

The Urgent Care Department is open 24 hours a day and provides care for unexpected, but non-life-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 the urgency of their condition and are then Patientsorder Per Dayby an Urgent Care Physician, Physician Assistant or seen50-100 in priority 75 Beds + Outpatient 10 Short Stay Beds Second Largest Nurse Practitioner. Largest Minimally Invasive Second Largest

General Hospital Services Victoria General Hospital Services 120 Visits Per Day Largest Minimally Invasive Urgent CareProgram Centre Day Surgery


Family Medicine

50-100 Patients Per Day 10 Short Stay 120 Visits PerBeds Day


89 Beds Geriatric Rehabilitation Family Medicine

Mental Health Program Day Surgery Program Geriatric Rehabilitation

Mental Health Program

Provincial Centre of Day Surgery/Short Stay Surgery Excellence for Bariatric Surgery

Through the use of innovative technology, the VGH performs most of its surgical procedures on a day surgery basis. This allows patients to stay in their homes longer and return home sooner, and return to work and their usual activities of daily living more quickly. The Hospital’s Day Surgery department cares for patients admitted for surgery, scopes, and 75 local procedures. 50-100 Patients Per Day When it is decided by the surgeon that a patient Beds + Outpatient 75 Beds + Outpatient Shortovernight Stay Beds in the hospital should10stay following their surgery, patients are 30 Beds 200 Surgeries Per Year admitted to the short Provincial Centre of stay unit on the main floor for up to 23 hours and Provincial Centre of Excellence for Bariatric Surgery Geriatric Rehabilitation then discharged home. Excellence for Bariatric Surgery


Patients served by the Medicine Program have multiple diagnoses, which often require the coordination and involvement of a variety of multidisciplinary caregivers to address complex physical and psychosocial needs. VGH has 89 medicine beds on 3 Lower Acuity Units (LAU). LAU’s offer high quality general medical care and intervention to 200 Surgeries Per Year 30 Beds 200 Surgeries Per Year adult patients in order to enhance/maintain their physical, psychosocial, Second Largest Health Program Patients on an LAU generally do not require high andMental spiritual well-being. technology monitoring or complex diagnostic procedures.

General Hospital Services spital Services 30 Beds 89 Beds Invasive Largest Minimally Day Surgery Program Second Largest Mental Health Program


asive am

50-100 Patients Per Day 10 Short Stay Beds


Day s

75 Beds + Outpatient Geriatric Rehabilitation Provincial Centre of Excellence for Bariatric Surgery


Mental Health

The Mental Health program at VGH specializes in the care of adult and geriatric patients experiencing a variety of mental illnesses. Mental Health services embrace the Recovery Model of treatment, which emphasizes that although people may not be able to have full control 75 Beds + Outpatient over their symptoms, they can regain full control over their lives. VGH offers specialized Inpatient Geriatric Mental Health services, along with Provincial Centre of Adult Inpatient andSurgery Outpatient Mental Health programs. Excellence for Bariatric

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 to safely return to their homes or alternative community living. 30 Beds


200 Surgeries Per Year

200 Surgeries Per Year

Victoria General Hospital

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

care Ι compassion

Caring � compassion, with me � my family Understanding what is happening to me, having interpreters who help me communicate Trust

feeling safe

Feeling truly listened to 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.

Our Care Team Doctor

“I help prescribe the treatment program.”


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


“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.”


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

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.”


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


Victoria General Hospital


“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.”


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


“I help keep our hospital safe for everyone.”

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.”


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


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

Recreation Therapist

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

Patient and Family Guide


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 Slippers or 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 Unneeded cash

Please note: VGH 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.


Victoria General Hospital


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 Officer 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.

Patient Identification What we will do: •

What you can do: • • •

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.

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: • • • •

Patient and Family Guide

To ensure that the right patient is getting the right treatment every time, we will check your armband frequently and/or ask you for your name and date of birth.

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.


Safety 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.

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.

Strangers/Univited Guests What we will do: •


Check with you before directing a visitor to your room.

What you can do: • •

Tell us of any visitor restrictions. Tell us or use your call bell if someone comes in your room uninvited.

Infection Prevention and Control What we will do: • •

Wash or sanitize our hands before and after helping you. Wear gloves.

What you can do: • • • • •

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.

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.

Victoria General Hospital



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

Keep your medication record up to date. Remember to include: drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products

© 2016 ISMP Canada

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

Visit for more information.

Patient and Family Guide




To reduce falls with injury. ToYou reduce with injury. are infalls a new place. Pathways are different and we want Youtoare in a new Pathways are different and we want support you place. in being safe. to support you in being safe.

W HAT INCREASE S YOUR RISK? W• H ATyouI NC E AS E S YO U R R I S K ? Have fallenRbefore? • Do you ever dizzy? • Have fallenget before? • Isyou there a change in your vision? Do you need glasses? • Do ever get dizzy? Are you weak orinunsteady on your feet?need glasses? • Is• there a change your vision? Do you • Do your shoes/slippers well? • Are you weak or unsteadyfiton your feet? • Are you taking more than four medications? • Do your shoes/slippers fit well? • Do youtaking have more difficulty remembering things sometimes? • Are you than four medications? • Do you often have an urgent need to go to the bathroom? • Do you have difficulty remembering things sometimes? • Are to trip over? • Do youthere oftencords haveor anitems urgent need to go to the bathroom? • Is the floor wet or slippery? • Are there cords or items to trip over?

DID YOU KNOW? DID YOU KNOW? All acute care hospitals Allthe acute carehave hospitals in Region a falls in the Region have a falls prevention program. Your risk for prevention risk for falls will be program. assessed Your shortly after admission. We will work after falls will be assessed shortly with you to reduce your risk. admission. We will work with you to reduce risk. Questions? Please your ask your health care providers. Questions? Please ask your health care providers.

• Is the floor wet or slippery?

YO U C AN TAKE KE Y STE PS TO PREVENT A FALL The following suggestions helpEyou prevent YOU C A N TA K E K Emay Y ST P StoTO P RaEfall. V E N T A FA L L • Ask for help when you need to reach something. Call for help when you need to get out of bed. It is The following suggestions may help you to prevent a fall.

okay to call staff, we are here to help. • Ask for help when you need to reach something. Call for help when you need to get out of bed. It is • Get out of bed slowly. Sit at the edge of the bed and give your body time to adjust before walking. okay to call staff, we are here to help. • When sitting on the toilet, stand up slowly and hold onto something solid that does not have wheels. • Get out of bed slowly. Sit at the edge of the bed and give your body time to adjust before walking. • Sit down or stay seated if you feel dizzy. • When sitting on the toilet, stand up slowly and hold onto something solid that does not have wheels. • Hip protectors may reduce the risk of breaking your hip. • Sit down or stay seated if you feel dizzy. • If you have an assisting device (like a walker or cane), use it. • Hip protectors may reduce the risk of breaking your hip. • If you get up to go to the bathroom during the night, wearing treaded shoes/slippers or non-slip • If you have an assisting device (like a walker or cane), use it. socks is recommended. Ask for help putting these on if you need it. • If you get up to go to the bathroom during the night, wearing treaded shoes/slippers or non-slip • Keep moving... don’t sit for too long without movement. socks is recommended. Ask for help putting these on if you need it. • 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.

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

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. 14

Victoria General Hospital

End-Of-Life 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 in the Hospital’s lobby on the main floor, is open from 7:00 a.m to 11 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 General 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 is collected and used in a confidential manner. VGH 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 VGH 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 VGH.

Patient and Family Guide


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.

Gift Shop

The VGH 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 Thursday: 8:30am to 8:00pm, Friday: 8:30am to 5:30pm and Saturday and Sunday: 12:00pm to 3:00pm.

Hair Care

Hair care services are offered to patients by appointment. Please call Volunteer Services at 204-477-3347 to arrange an appointment.

Bank Machine

A Bank Machine is located on the main floor next to the front elevators and is available 24 hours a day.


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. Weekly and monthly parking passes are available through the Victoria General Hospital Foundation Office in the front lobby. Limited street parking is available around the hospital.

Market Café

Market Café kiosk on the main floor is generally open Monday to Friday: 7:00 a.m. to 8:00 p.m., Saturday and Sunday and Holidays: 9:00 a.m. to 1:00 p.m.


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


Personal bedside television rental services are available on the medicine and geriatric rehabilitation units. Please speak with a unit clerk for more information about arranging this service.


Victoria General Hospital


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.

VGH Sanctuary

The VGH Sanctuary on the main floor of the hospital is open 24-hours a day for patients, families, and visitors. This calming space offers a quiet area for meditation, reflection, and prayer. Non-denominational worship is held each Wednesday morning at 9:45am.

Language Services

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

Indigenous Health Service

VGH 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 Discharge Planning

• •

Resource Coordination Spiritual & Cultural Care


Follow Us on: › thevicwinnipeg

Market Café Patient and Family Guide


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:

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.


Victoria General Hospital

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: 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. 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. 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 Office Our Patient/Client Relations Office offers patients/clients and/or family members an opportunity to confidentially voice compliments and concerns about their experience or the care they received. This feedback helps us track the quality of patient experiences and identify opportunities for quality improvement. Patient/Client Relations can also assist people in navigating the health care system. We ask that you speak to any member of the health care team, the Manager of Patient Care for your unit, and then if necessary, to our Patient / Client Relations Officer. If you would like to talk to the Patient/Client Relations Officer about a complaint or concern, please call: 204-477-3419 or send an email to:

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 opportunity including Recreation, Day Surgery, Oncology Clinic, and Diagnostic Imaging. These roles are for individuals who like to be active, meet people and who can work independently.

Non-Patient Care Programs

We have several roles that allow for someone to contribute their time but not work directly with patients. These include: water delivery, newspaper delivery, mail delivery, library cart, Front Lobby and Urgent Care Ambassadors.

Patient and Family Guide



The Gift Shop is an operation of the Guild and is staffed by volunteers. Volunteers can apply their skills interacting with customers, handling cash and merchandising. All funds raised go towards supporting patient care and services. The Volunteer Guild of the Victoria General Hospital Inc. is a registered charity which raises money to support a variety of healthcare projects and equipment. Since it began operation more than 40 years ago, the Guild has donated more than $3.7 million to the hospital. The Board of the Guild, which administers these donations, is made up of elected volunteers.

Administrative Support:

Volunteers assist staff throughout Victoria Hospital to support their work in an office setting.

Junior Program:

VGH offers a Junior Program for High School students ages 16 and 17. Junior volunteers assist on the weekends and help with water delivery, meal tray delivery, newspaper and lab deliveries, and operating the library cart. Typically students work in teams of 2-3 volunteers.

For more information: Contact the Volunteer Office at 204-477-3347 or

How can I say thank you?

Have you or a loved one received compassionate care at The Vic? Show your appreciation for an exceptional caregiver, department or program in a meaningful way by making a gift of gratitude through our Grateful Patients and Families Program. 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. By showing your gratitude in this way, you are helping patients and families at The Vic 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

Thank your caregiver today! Contact The Vic Foundation at (204) 477-3513 or visit us online at 20

Victoria General Hospital

My voice and my experience Your feedback helps us to improve the care experience for all patients. Please drop the card below in the survey/response box found on each unit or in the box at the Ambassador’s Desk on the main floor.

Strongly Agree



Strongly Disagree

The overall care I received was very good. My pain needs were addressed. I was treated with respect and compassion. I felt safe in the hospital. I was given information about my health issues. I was considered a partner in my care, not just a patient receiving care. I would recommend VGH to my family and friends.

How could we have made your stay better?

Patient and Family Guide


Community Supporters Victoria General 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 General Hospital.

Assisted Living Thorvaldson Care Center...............................................................................25

Home Care Reliable Home Care.......................................................................................24

Medical Alert Service Victoria Lifeline...............................................................................................24

Mobility Reliable Mobility.............................................................................................26

Retirement Residences All Seniors Care...................................................................outside back cover Canoe Club Retirement Community..............................................................26 The Boulton River Heights Retirement Community.......................................26


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Patient and Family Guide


“We provide assistance in short and long term recovery, after hospital care and end of life support.”

Recover in the comfort of home - with freedom and confidence. Our medical alert services offer affordable, 24/7 help in case of a fall or medical emergency. A community service of The Vic Foundation to support healthier futures for all of us. No contract necessary.

For a free home or bedside visit, contact us at: (204) 956-6777


Victoria General Hospital

Thorvaldson Care Center

Manitoba’s only Intermediate Care Facility for Seniors • 24 hour care/supervision • Registered Nurse (on-site) • Medications administered • Assist with dressing and hygiene • All meals, laundry, housekeeping and Recreation programs included • Private, bedsitting rooms

Please call for more information or to arrange a tour: Jocelyn Thorvaldson

Over 60 Years of Caring for Seniors


495 Stradbrook Ave. | Winnipeg, MB

See this publication and more at:

Quality Healthcare Publications

Patient and Family Guide


Catalogue No. 011820 60M March 2009 © Queen’s Printer for Ontario

Trust earned, Independence gained. Mobility Scooters

Lift Chairs


LOWEST PRICE GUARANTEE 1046 Portage Ave, Winnipeg


45 Boulton Bay Conveniently located at the end of Boulton Bay off Kenaston Blvd., south of Grant Ave.

45 Boulton Bay Conveniently located at the end of Boulton Bay off Kenaston Blvd. South of Grant Ave. in River Heights • • • •

• • • •

One & two bedroom suites Weekly housekeeping Continental Breakfast, Dinner Planned activities

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

45 Boulton Bay

• One & two bedroom suites • Weekly housekeeping • Continental Breakfast, Dinner • Planned activities • In-suite washer & dryer • Guest Suite • Private Dining Room • Shuttle bus

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

45 45Boulton BoultonBay Bay

• One & two bedroom suites

• In-suite washer & dryer

• Guest Suite • Weekly housekeeping Conveniently located ofofBoulton Bay Conveniently locatedatatthe theend end Boulton Bayoff off • Private Dining Room • Continental Breakfast, Dinner Kenaston Blvd. South ininbus River Kenaston Blvd. SouthofofGrant GrantAve. RiverHeights Heights •Ave. Shuttle • Planned activities

••One One&&two twobedroom bedroomsuites suites ••Weekly Weeklyhousekeeping housekeeping ••Continental ContinentalBreakfast, Breakfast,Dinner Dinner ••Planned Plannedactivities activities




••In-suite In-suitewasher washer&&dryer dryer ••Guest GuestSuite Suite ••Private PrivateDining DiningRoom Room ••Shuttle Shuttlebus bus

Threenutritious nutritiousMeals Mealsa aDay Day ••Three • Complimentary 24 Hour Bistro • Complimentary 24 Hour Bistro suitelaundry laundry ••InInsuite FitnessCentre Centre ••Fitness Craftand andGames GamesArea Area ••Craft • Complimentary Internet AccessRoom Room • Complimentary Internet Access DryCleaning CleaningPickup Pickupand andDelivery Delivery ••Dry BuildingStaffed Staffed24/7 24/7 ••Building • 24 Hour Emergency ResponsePendant Pendant • 24 Hour Emergency Response Weeklyin-Suite in-SuiteLight LightHousekeeping HousekeepingServices Services ••Weekly WeeklyLinen Linenand andTowel TowelServices Services ••Weekly ComplimentaryTransportation TransportationtotoMedical Medical ••Complimentary Appointmentsand andOutings Outings Appointments Heat,Hydro, Hydro,and andWater Water ••Heat,

40DUNKIRK DUNKIRKDRIVE DRIVE 40 Call Jenna Moore Call Jenna Moore bookyour yourtour tourtoday today totobook 204.231.5777 204.231.5777

Victoria General Hospital

Patient and Family Guide


Respite or Convalescence Stays Fully Furnished Suites are Available for temporary stays at any one of the Winnipeg All Seniors Care Living Centres Retirement Residences. 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:

4 Excellence in Assisted Living • Well Designed Spacious Suites • Full Service Fine Dining

• Daily Activities and Outings • Nurse on Staff • Nighttime HCA

4 Luxury Secured Living on • 24 hour Supervision in a Secure Setting • 3 Delicious, Homecooked Meals and Snack

• Caring, Supportive, Family Environment • Planned Social Activities

The Boulevard & The Boulevard North Luxury Secure Living


Assisted Living Memory Care Convalescent Care

Age-In-Place Living Community Age-In-Place Living Community Proudly


*Some conditions apply.