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PATIENT INFORMATION NAME:

METROPOLITAN CAMPUS

Dr. Awuku, Physician Sandra Thrasher, Employee Health Nurse

1995 Lens Avenue, Windsor, ON N8W 1L9 www.wrh.on.ca • Tel: 519-254-5577 Follow us on

@WRHospital

www.facebook.com/WindsorRegionalHospital

COMPLIMENTARY COPY THIS DIRECTORY IS ALSO AVAILABLE AT: PatientDirectory.ca


OUR VISION

OUTSTANDING OUR MISSION

O U R

V A L U E S

C – COMPASSIONATE • keeping the patient at the centre of all we do; • demonstrating compassion for patients and their families; • supporting staff, professional staff, and volunteers so they are able to care for patients and each other; and • operating as a team, both within WRH and with our partners, to provide exemplary care.

519-254-5577 • www.wrh.on.ca VisionMission 2-Page Ad_FINAL.indd All Pages

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OUTSTANDING CARE - NO EXCEPTIONS!


CARE – NO EXCEPTIONS! DELIVER AN OUTSTANDING PATIENT CARE EXPERIENCE DRIVEN BY A PASSIONATE COMMITMENT TO EXCELLENCE. A – ACCOUNTABLE • striving for accountability and transparency to those we serve and to ourselves; • driving fiscal responsibility; • stimulating effective two-way communication at all levels; and • facilitating timely access to care and service.

David Mark Musyj President and CEO

R – RESPECTFUL • treating those we serve and each other with empathy, sensitivity and honesty; • upholding trust, confidentiality and teamwork;

E – EXCEPTIONAL • promoting a culture of quality and safety; • embracing change, innovation and evidence-based practice;

• communicating effectively; and

• encouraging learning, discovery, and knowledge sharing; and

• welcoming individuality, creativity and diversity.

• fostering dynamic partnerships.

Bob Renaud Board Chair

2015

2019

2016-08-08 3:52 PM

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OUR VISION OUR VISION 4

A STATE-OF-THE-ART HOSPITAL BUILT TO THE HIGHEST STANDARDS, WITH THE CAPACITY TOTHE SERVE A STATE-OF-THE-ART HOSPITAL BUILT TO THIS COMMUNITY FOR GENERATIONS TO COME. HIGHEST STANDARDS, WITH THE CAPACITY TO SERVE THIS COMMUNITY FOR GENERATIONS TO COME.

One Site A Single-Site One Acute SiteCare Hospital is at the hub of

patient-centred, that isis at delivered A Single-Sitequality Acute healthcare Care Hospital the hubbyof a team focused on the family and patient patient-centred, quality healthcare thatexperience. is delivered by

a team focused on the family and patient experience.

One Focus Building a foundation for the future with patients and families One Focus at the heart of the New Single-Site Acute Care Hospital.

Building a foundation for the future with patients and families at the heart of the New Single-Site Acute Care Hospital.

One Community BuiltOne with inputCommunity and support from the community; serving people individually and our region collectively.

Built with input and support the Strengths. community; Defining our Healthcare. Buildingfrom on our serving people individually and our region collectively. Defining our Healthcare. Building on our Strengths. A NEW STATE-OF-THE-ART HOSPITAL RIGHT HERE IN WINDSOR-ESSEX.

A NEW STATE-OF-THE-ART HOSPITAL RIGHT HERE IN WINDSOR-ESSEX. GET ON BOARD AT WWW.WINDSORHOSPITALS.CA

GET ON BOARD AT WWW.WINDSORHOSPITALS.CA OUTSTANDING CARE - NO EXCEPTIONS!


Welcome to "Our" Hospital Our sole purpose at Windsor Regional Hospital is to deliver an outstanding care experience driven by a passionate commitment to excellence. The entire Windsor Regional Hospital team, are committed to providing you with outstanding care. In fact, we are committed to providing you Outstanding Care No Exceptions ! In the past our patients have ranked us as one of the top Hospitals in the Province of Ontario in patient satisfaction. Although this is nice, it means nothing if you do not feel we are meeting or exceeding your needs or the needs of your family members. After you leave Windsor Regional Hospital you may receive a confidential patient satisfaction survey sent to the email address you provided at registration/admission. If you did not provide your email address please call switchboard and ask for the admitting department. Let the admitting department know you want to provide your email address. I ask that you complete the survey. Your feedback will help us improve. It will also help us reward and recognize those staff that you feel made a difference during your stay. The results are shared with all the staff. If you want to independently recognize staff during your stay, please go to “Thank Our Staff” at www.wrh.on.ca. But do not wait to get the survey. If you want to discuss your care, please let a Windsor Regional Hospital team member know your thoughts or call me at 519-254-5577 Ext. 56018 (here) or 519-726-5617 (home) or 519-995-2966 (cell) or by email at david.musyj@wrh.on.ca. Thank you for your confidence in Windsor Regional Hospital, we will not let you down. Yours truly,

David Mark Musyj President and CEO 2015

2019

Our Vision: Outstanding Care - No Exceptions! Our Mission: Deliver an outstanding care experience driven by a passionate commitment to excellence. METROPOLITAN CAMPUS ▪ 1995 Lens Avenue, Windsor, Ontario, N8W 1L9 OUELLETTE AVENUE ▪ 1030 Ouellette Avenue, Windsor, Ontario, N9A 1E1

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One System ▪ One Focus ▪ One Community Countless Strengths

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OUTSTANDING CARE - NO EXCEPTIONS!


Even when you’re unable to call, we can still help!

Lifeline is the only medical alert service that automatically calls for help even if you or a loved one can’t.

For more information call Windsor Regional Hospital Lifeline at 1-888-339-6563 or visit www.lifeline.ca AutoAlert does not detect 100% of falls. If able, you should always press your button.

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Did you know...? The Cashier’s Office is open Mon to Fri, 8:30 a.m. to 4:30 p.m............................................ 16 CCAC is our community support service partner.....................................................................17 Translation assistance is available upon request..........................................................................17 Discharge planning begins your first day here.............................................................................17 Health care aids are available for rent or purchase................................................................... 18 Wireless Internet access is available at Met................................................................................ 30 Lifeline Personal Response can help you stay independent.................................................4, 20 You can receive mail while you’re in hospital.............................................................................. 21 Special parking rates are available for long-term visitors......................................................... 22 Patients at Met have access to At Your Request Room Service................................................... 23 You or your family can contact the Patient Representative to voice any concerns....................................................................................................................................... 25 You can contact the Pharmacy with your medication questions........................................... 25 Social Workers are available to help assess your future care................................................. 27 There is a courtesy taxi phone at the front entrance.............................................................. 27 You can make local and long distance phone calls from your Room.................................... 27 Television rental is available 24 hours a day by calling extension 52700 from your bedside phone................................................................................................................. 28 We can provide you with names and numbers of local companies who can transport you home after discharge............................................................................. 29

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Table of Contents Mutual Respect and Acceptance...........10 The Hospital Code

Patient Bill of Rights..................................... 11 Patient Responsibilities................................ 11 Employee Rights............................................12 Employee Responsibilities...........................12

Hospital Services

Above And Beyond....................................... 13 Admissions......................................................13 Advance Directive........................................15 Balloons...........................................................15 Bank Machine.................................................15 Bedside Manor .............................................15 Cafeteria Food Services..............................15 Cashier’s Office.............................................16 Cell Phones....................................................16 Chapel.............................................................16 Chiropody Services......................................16 Community Care Access Centre (Ccac)...........................................................16 Consent To Treatment................................ 17 Cultural/Language Interpreters................. 17 Discharge Planning Information................. 17 Electrical Appliances.................................... 17 Fire Alarms And Exits.................................. 17 Gift Shop.........................................................18 Health Care Aids For Rent Or Purchase..........................................................18 Housekeeping Services................................18 Identification..................................................19 Infection Prevention And Control............19 Laboratory Services.....................................20 Lifeline.............................................................20 Little Free Library.........................................20 Living Will.......................................................21 Lost And Found.............................................21 Mail & E-Greetings.......................................21 Medical Residents And Students...............21 Medication Safety – Using Medications Wisely..............................................................21 Newspapers And Magazines......................22

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Occupational Therapists.............................22 Parking.............................................................22 Patient Accounts...........................................23 Patient Food Services And Guest Trays.. 23 Patient Representative ................................24 Pharmacy Services........................................25 Physicians........................................................25 Ronald Mcdonald House Windsor...........25 Satisfaction Surveys......................................27 Smoking...........................................................27 Social Work....................................................27 Speech Language Pathologists....................27 Spiritual Care Services.................................27 Taxis.................................................................27 Telephones.....................................................27 Television Rental Service.............................28 Transportation...............................................28 Transportation (Medical Non-Urgent)....29 Valet Parking..................................................29 Valuables.........................................................30 Vending Machines..........................................30 Visiting Hours................................................30 Volunteer Services........................................30 Wireless Guest Access................................30

Hospital and Community Programs and Services

Extension Directory....................................31 Burn Intervention And Acute Respiratory Care Services..............34 Cancer Program............................................34 Critical Care Program.................................35 Diagnostic Imaging Department................36 Maternal Newborn Program......................36 Medicine Program.........................................37 Respiratory Therapy Services....................38 Cardio-Pulmonary Department................38 Paediatric Program.......................................39 Hôtel-Dieu Grace Healthcare Cardiac Wellness Centre...........................................39 Windsor Family Health Team....................40 Windsor Regional Hospital Foundation..41

Medications and Questions...................... 42 Notes............................................................................. 44 Community Supporters Index............... 45

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Mutual Respect and Acceptance Windsor Regional Hospital recognizes its responsibility to ensure the well being, safety and dignity of its patients/clients, their families, its employees and affiliates. Windsor Regional Hospital is also committed to promoting an environment of mutual respect among and between its employees, affiliates, and the recipients of their services. To this end, and in keeping with the principles of the Ontario Human Rights Code and the Occupational Health and Safety Act, behaviour that is in contravention of these Acts and /or is deemed to be outside the accepted hospital standards of conduct, will be dealt with in an expedient manner. Windsor Regional Hospital further believes that all patients and staff deserve a place free of harassment and violence. Physical or verbal abuse of patients, family members, visitors and staff is not tolerated. We encourage mutual respect and acceptance at all times. Any person who verbally or physically attacks another person or destroys hospital property is liable and may be reported to the police.

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The Hospital Code Patient Rights • You have the right to be treated with consideration, courtesy and respect in a way that fully recognizes your dignity, individuality and cultural background. • You have the right to privacy in care for your personal needs. • You have the right to information concerning your medical condition, in terms you can understand. • You have the right to participate in decisions regarding your care. • You have the right to an explanation about your treatment and tests including benefits, risks and alternatives. • You have the right to give or refuse consent for treatment, including medication and to be informed of the consequences of giving or refusing consent for treatment. • You have the right to confidentiality of all information. • You have the right to know the identity and profession of those responsible for your care. • You have the right to express any concerns without fear of negative results. • Persons with special needs or handicaps have the right to reasonable accommodation in accordance with the law. • You have the right to be heard and receive a response should you want to express your opinion about the care you have received.

Patient Responsibilities We believe that patients have the responsibility to: • Participate with all caregivers in their treatment and rehabilitation. • Provide accurate information regarding their care. • Accept the responsibility for the consequences of refusing treatment. • Be considerate to all those providing care and to other patients. • Observe hospital rules and regulations. • Be responsible for all personal property. • Actively participate in discharge planning. • Accept the responsibility for all uninsured financial obligations. • Voice any concerns first to the health care provider or the Patient Representative if necessary.

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EMPLOYEE RIGHTS • You have the right to be treated with consideration, courtesy and respect in a way that fully recognizes your dignity, individuality and cultural background. • You have the right to expect that all personal information will be confidential unless required by law to be disclosed. • You have the right to receive, and the responsibility to give, clear directions. • You have the right to participate in decisions directly affecting professional performance. • You have the right to expect constructive feedback regarding your work performance. • You have the right to a job description and to skills training where appropriate. • You have the right to a safe work environment. • You have the right to express concerns without fear of reprisal. • You have the right to a supportive environment in all issues of dispute.

EMPLOYEE RESPONSIBILITIES • You have the responsibility of treating others with consideration, courtesy and respect in a way that fully recognizes their dignity, individuality and cultural background. • You have the specific responsibility of treating patients, clients, residents, family members and visitors with consideration, courtesy and respect in a way that fully recognizes their dignity, individuality, level of health, abilities and cultural background. • You have the responsibility of treating all colleagues with respect and continually striving towards a collaborative outcome on all issues of patient care. • You have the responsibility to participate with all disciplines in identifying the most effective and appropriate treatment plan for each patient. • You have the responsibility of using a team approach to problem solving that focuses on improvement. • You have the responsibility of respecting and continually upholding the organizational goals and objectives. • You have the responsibility of identifying and reporting safety issues promptly to prevent injuries to co-workers. • You have the responsibility of participating in all issues of Quality and Risk Management that focuses on improving care and reducing all risks.

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Hospital Services ABOVE AND BEYOND Windsor Regional Hospital recognizes the important role of staff (Employees, Professional staff, Associates and Volunteers) in fulfilling its mission of providing outstanding care with compassion. In keeping with this principle, Windsor Regional Hospital has a Recognition Program to recognize individual efforts in providing excellent service. If you have been the recipient of service that was “Above and Beyond” the call of duty please let us know. We are always proud to hear of the special level of care you received by a member of our team. Sharing your experience with us is just one way we can be sure to recognize the special efforts that result in better service for you. Visit “Above and Beyond” on line at www.wrh.on.ca and click on ‘Thank a Staff Member’ or call 519-254-5577 ext. 52005.

ADMISSIONS Please be prepared to show your Ontario Health Card each time you visit Windsor Regional Hospital. Patients are encouraged to bring their personal toiletries (i.e. toothbrush, comb, shampoo, shaving supplies, sleepwear).Also, please bring medication bottles you are currently taking (indicates name, dosage, directions and name of your physician).

• Insurance coverage for Elective or Uninsured Procedures Patients who are non residents and uninsured or are having a procedure not covered by OHIP must make arrangements for payment of their account prior to their procedure. Patients are expected to know the type of preferred accommodation that their supplemental insurance coverage allows. If you have any questions regarding coverage, please call 519-254-5577 ext. 51004.

• Allergies or Sensitivities It is important for patients to indicate any allergies or sensitivities they may have (i.e. food, medication, tape, plastic, metals, etc). Patients will be asked about allergies when being admitted on a floor, which will be recorded on your record as an alert to caregivers of your special needs.

• Room Accommodation At the time of your admission, the best available accommodation is assigned. If you have requested an upgraded room, we will make every effort to accommodate your request as soon as possible.

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it’s easy to

thank a staff member who has:

make your experience with 3 helped Windsor Regional Hospital a positive one. 3 gone “Above and Beyond” to help others. 1 Find us at www.wrh.on.ca 2 Click on 3 Fill out our online form.

Pat Slavik Chaplain Dr. Joseph Zakaria Physician

thank you for thanking us! 14

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OUTSTANDING CARE - NO EXCEPTIONS!


ADVANCE DIRECTIVE If you have prepared an Advance Directive or Living Will, please tell a member of the health care team when you are admitted. If you have not prepared an Advanced Directive or Living Will and would like to do so, please inform a member of the health care team.

BALLOONS Since latex balloons cause severe allergies in some people, they are not allowed in the hospital. Mylar balloons are safe and can be sent to the hospital. A wide selection is available in the Auxiliary Gift Shop located on the first floor.

BANK MACHINE There is a cash machine located on the mezzanine overlooking the front lobby. A user fee is applicable.

BEDSIDE MANOR Windsor Regional Hospital has two fully furnished “Bedside Manor” locations to serve families wanting to stay close to loved ones just across the street from either the Ouellette Campus or Met Campus for a nominal fee.

Ideally, these Family Care homes can provide a comfortable option for accommodations for: • • • •

A family member or friend who is staying at the hospital A family member who is far from home A family member who wants to stay close to the hospital A family member who needs a place like home to rest and freshen up

All inquiries and/or concerns will be graciously received by our Bedside Manor Coordinator and taken care of as quickly as possible. For all inquiries, contact Rachel Lancop at 519-254-5577, ext. 33160 or (cell) 519-984-1315. On weekends and after hours, please contact the admitting department (ext. 52364 at Met; ext. 33324 at Ouellette).

CAFETERIA FOOD SERVICES Subway

Subway is located in the Cafeteria on the 1st floor. Items available include a vast array of made to order, nutritious choices including hot and cold sandwiches, salads, breakfast items, kid’s meals and the famous 8 under 6 menu which features sandwiches with 6 grams of fat or less. The Subway restaurant will be open from 8:00 a.m. to 10:00 p.m. (7) days a week and will serve breakfast, lunch and dinner along with Seattle’s Best Coffee.

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Daily Grill The Daily Grill located in the first floor Cafeteria is open Monday to Friday 7:00 a.m. to 8:00 p.m. and Saturday 8:00 a.m. to 2:00 p.m.

We Care Kiosk A kiosk featuring Tim Hortons products including coffee and baked goods is located in the Cafeteria on the first floor and is open weekdays from 6:00 a.m. to 11:00 p.m. and from 8 am to 4 pm on weekends and holidays. Please note that hours of operation may be subject to change. For your convenience, vending machines located in the first floor cafe area offers a wide variety of fresh, frozen foods and snack items, as well as cold beverage. Vending machines are accessible 24 hours daily,

CASHIER’S OFFICE The Cashier’s Office is located on the first floor lobby of the hospital. The cashier will settle payment for hospital charges not covered by OHIP including room differentials, phones, etc. The office is open Monday to Friday, 8:30 a.m. to 4:30 p.m. After hours, please proceed to Admitting or Emergency. The office accepts Cash, Cheque, Visa, MasterCard, Discover Card, Amex or Debit. For further information, please call extension 52403. After hour payments can be made at the Welcome Desk, Lower Lens Avenue Lobby.

CELL PHONES Cell phones are permitted in most areas of the Hospital. Look for Cell Phone Restricted and Cell Phone Friendly signs.

CHAPEL Windsor Regional Hospital recognizes the importance of religious, spiritual and emotional support for patients, families, visitors and staff. The chapel is located on the first floor east of the switchboard. The chapel is always available for quiet reflection or prayer. For information on services provided, please call Spiritual Care Services at extension 52447.

CHIROPODY SERVICES Safe, effective foot care, including the treatment of callouses and corns, is available by calling 519-257-5100 ext. 72300 at Hôtel-Dieu Grace Healthcare at 1453 Prince Road. Applicable fees will apply.

COMMUNITY CARE ACCESS CENTRE (CCAC) The CCAC is our community support service partner. The CCAC Case Manager may see you in the hospital to assess your needs in preparation for returning home and arrange for services such as nursing, therapy or personal support. The CCAC Case Manager can provide information about other community agencies and support services. For more information or to contact the CCAC Case Manager please speak with a member of the health care team for assistance or call 519-258-8211.

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CONSENT TO TREATMENT You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing, make sure you know and understand the benefits and risks. This is called informed consent. If you have any questions or would like additional information before signing, talk to your doctor. You have the right to refuse treatment.

CULTURAL/LANGUAGE INTERPRETERS It is important for you to understand your care and treatment. If you require an interpreter or have a hearing impediment, please speak with a member of the health care team for assistance. Interpretalk is also available via the telephone system for those who require direct translation. Patient and families may inquire with their health care professional.

DISCHARGE planning INFORMATION Discharge planning begins the first day of hospitalization. You will be asked to consider plans for your care in preparation for when your physician states you no longer require the care provided by the hospital. Your plans may involve arranging services at home, a temporary convalescent placement, a move to a rest/retirement home or a long term care facility. A Social Worker will support and assist you in making these plans. A Utilization Nurse can assist you with an application for the Complex Continuing Care Unit or the Rehabilitation Unit. Referrals to the Community Care Access Centre are made for patients who will require assistance when returning home or going to a Retirement Home. These services may include personal support workers, Physiotherapy, Occupational Therapy and Social Work. Other services include applying for admission to Long Term Care and to Complex Continuing Care while in the community. It is important that you make arrangements to have someone come for you at the time of discharge. If there is a delay, you may be asked to wait in a lounge or waiting area as we must prepare the room for a new patient.

ELECTRICAL APPLIANCES You are welcome to provide your own electrical appliances such as razors and hair dryers, which can be safely used in the electrical outlets available in the patient bathrooms. All electrical equipment must be approved and checked by the hospital maintenance staff before use. Battery operated appliances are encouraged. Televisions, radios or CD players cannot be accommodated.

FIRE ALARMS AND EXITS Fire exits are clearly marked throughout the buildings. During a fire alarm, elevators are shut down. All fire doors automatically close until there is an ‘All Clear’ announcement on public speakers. During a fire alarm stay in your area. Do not move to another place unless a member of the Fire Department or hospital staff directs you. Those entering the hospital at the time of an alarm will be asked to remain in the lobby until the ‘All Clear’ is given. www.wrh.on.ca

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GIFT SHOP The Met Campus Gift Shop is operated by the Metropolitan General Hospital Auxiliary and is located on the first floor of the hospital. It offers a full range of newborn items, cards, silk and fresh flowers, personal care products, newspapers, books, confectionery items and more. All profits raised in the Gift Shop are donated to the hospital to purchase new equipment. Please call the Gift Shop at extension 52251.

HEALTH CARE AIDS FOR RENT OR PURCHASE During your hospitalization, as a result of your injury/procedure/illness, you may require equipment or supplies, which are not covered by OHIP. In order to serve you better, the hospital has stocked a number of items for rent or purchase.

Examples of items for rent or purchase are: • Crutches, canes • Slings, splints, casts (fiberglass) • Soft collars • Rol-fex • Gliderboards • Theraband (plaster casts are covered by OHIP) A member of the health care team will inform you of any other items.

Should you wish to purchase or rent equipment, please take note of the following steps: 1. You will receive an Equipment Requisition form indicating the equipment and the price of the item(s) you require. 2. Arrange for payment with the Cashier’s Office. 3. The Cashier will give you a receipt, which you will take back to the area where you made your purchase and you will receive the item(s) you require upon verification of your receipt. Should you require a wheelchair or walking aid upon discharge, some options available include the Canadian Red Cross at 519-944-8144 ext. #226, March of Dimes at 519-972-9082, Veterans Affair’s at 866-522-2122 or the M.S. Society of Canada at 519-977-0401. For longer term rental or purchase, please check the yellow page listings under Hospital Equipment and Supplies.

HOUSEKEEPING SERVICES Housekeeping Services takes great pride in providing you with a clean and sanitary environment. Patient room cleaning, washroom cleaning and other cleaning services will be conducted daily, 7 days per week. Should you have any questions or concerns about the condition of your accommodations please do not hesitate to call the Housekeeping Department at extension 52200.

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IDENTIFICATION It is important for staff to be able to identify patients at all times. Upon admission, you will receive an identification bracelet to be worn at all times. Conversely, staff, medical students, allied healthcare students, and volunteers are required to wear identification badges with their name and department clearly visible.

INFECTION PREVENTION AND CONTROL Stopping the spread of germs is key in keeping our patients safe. We all have a duty to make sure that no one gets sick while they are in hospital. All staff working in the hospital are trained in ways to stop the spread of germs. The most important way to stop the spread of germs is by keeping our hands clean. Soap and water or alcohol rub may be used to clean hands. You will be able to find sinks and alcohol rub all over. You may see staff using extra items like masks, gloves, and gowns. These items help to protect the staff and patients from harmful germs. You will also see signs that tell staff and visitors to wear these items. If you have any questions please ask staff.

When should you clean your hands? • • • • •

Before and after eating. After using the washroom. After sneezing or coughing. Before and after you touch a bandage or wound. Before you leave your room and when you come back to your room.

When should staff clean their hands? • • • •

After touching objects in your room and going to another room. Before and after touching you. Before and after special procedures, such as giving a needle. After contact with body fluids, such as blood or urine.

Staff work hard to keep their hands clean but don’t be shy about asking us! We may be busy and forget, but we welcome you to remind us. It’s OK to ask.

What can visitors do to stop the spread of germs? • • • • • •

Do NOT visit if you are ill. Clean your hands when you first come to the hospital and just before you leave. Clean your hands before going into a patient’s room and after leaving that room. If you are helping to care for a loved one be sure to listen to any staff tips. You may have to wear some extra items like gloves. If you need anything from the kitchen please ask staff.

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What if you see a sign saying to wear masks, gloves, or gowns? • • • • •

Check with the nurse or unit staff before visiting. Wear the items that are listed on the sign. If you are going to visit any other patients – visit this patient last. Make sure you clean your hands after taking off any gloves, gown, or mask. Gloves and gowns are only to be used once - when you exit the room you must throw them out and put on a new set if you have to go back in. • You must clean your hands when you leave. Everything you need to protect yourself and your loved one is ready for you! If you need to learn more please ask. We all play a role in stopping the spread of germs and keeping our patient’s safe.

LABORATORY SERVICES Laboratory Services are limited to hospital inpatients, outpatients from hospital clinics and children outpatients.

Locations: • Cancer Centre for Cancer patients (Lab Hours: Monday: 7:00 a.m. to 3:45 p.m., Tuesday – Friday: 8:00 a.m. to 3:45 p.m. On the day following a holiday: 7:00 a.m. to 3:45 p.m.) • MET main campus on the first floor for clinic outpatients and children Hours of Operation: Monday to Friday Weekends & Holidays

8:00 a.m. to 4:00 p.m. Closed

LIFELINE Lifeline Personal Response and Support Services helps clients be independent where they live. It is a program offered by the Hospital Auxiliaries and gives you access to help 24 hours per day, 365 days a year. Clients wear a button that they push when they need help. A new ‘Auto Alert’ feature is also available. The signal goes to a small in-home communicator that dials the Response Centre immediately. They send appropriate help to the clients when a fall is detected. This service offers peace of mind to the clients, caregivers, friends and family members. Our newest service, GoSafe, is the only mobile system with up to six location technologies designed to help find you in an emergency. To find out more about Lifeline, please call 519-252-4100.

LITTLE FREE LIBRARY A portable “Little Free Library” will visit patient floors to offer free magazines and books. Feel free to make use of the material and take it home with you when you leave the Hospital. This service is provide by Volunteer Services and supported by Windsor Roseland Rotary. For more information contact ext. 52343.

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LIVING WILL If you have an Advance Directive, please tell a member of the health care team when you are admitted. If you have not prepared an Advanced Directive or Living Will and would like to do so, please inform a member of the health care team.

LOST AND FOUND Lost and found articles can be found in the Security Department on the ground floor of the hospital. Please call Security at extension 52215.

MAIL & E-GREETINGS

Please ask your family and friends to send mail clearly marked to: Your Name, Patient Room Number Windsor Regional Hospital 1995 Lens Avenue Windsor, Ontario N8W 1L9 Advise friends and family to write a return address on the envelope. Mail is delivered once a day. There is a Canada Post mailbox in the first floor lobby just off the elevators. Stamps are available in the Gift Shop. Family and friends can also email patients by visiting www.wrh.on.ca. E-Greetings are delivered Monday through Friday (except holidays) 8:00 a.m. to 2:00 p.m.

MEDICAL RESIDENTS AND STUDENTS We train and teach medical students from the Schulich School of Medicine & DentistryWindsor Program. If a medical student is part of your care team you will be notified and introduced to the student. You have the right to decline having a medical student involved in your care. Your decision will not impact the quality or delivery of your medical care in any way.

MEDICATION SAFETY – USING MEDICATIONS WISELY During your hospital stay, ask about the medications you are receiving. Ask the doctor, nurse or pharmacist what drugs you are being given at the hospital. Do not take a drug without knowing its purpose. If you see that the medication you are given looks different from the one you take at home, ask the nurse to verify it with the pharmacy. You have the right to have a surrogate present whenever you are receiving medication and are unable to monitor the medication-use process yourself. • Only take medications that have been prescribed for you while in hospital - NEVER take medications brought in from home unless authorized by your physician. Taking medications without the knowledge of your physician/nurse is dangerous.

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You are putting yourself at risk of a duplication of medication and/or serious drug interaction/adverse drug event. • If you have any questions regarding your medications during your hospital stay, tell your nurse that you would like to speak to a pharmacist and she will make arrangements for a hospital pharmacist to see you. • Before surgery, ask whether there are medications, especially prescription antibiotics, that you should take or any that you should stop taking preoperatively. • Prior to leaving the hospital, ask for a list of the medications that you should be taking at home, have a provider review them with you, and be sure you understand how these medications should be taken.

NEWSPAPERS AND MAGAZINES A number of vending machines located in the first floor lobby of the hospital carry most national newspapers. The Windsor Star as well as magazines are available in the Gift Shop.

OCCUPATIONAL THERAPISTS Occupational therapy services range across the different units, but the goal remains consistent- to maximize a patient’s independence within their chosen daily activities while respecting the patient’s physical, cognitive and psycho-social abilities. Some of the services provided in physical medicine include maintaining proper positioning through splinting and seating, as well as facilitating safe discharge from hospital by assessing a patient’s ability to manage their daily activities (feeding, grooming, bathing, dressing, functional mobility, etc.) and their need for equipment to maximize their safety and independence.

PARKING Attended parking is available. All patients and visitors are reminded to lock your vehicles. The hospital cannot assume responsibility for loss through theft, fire or collision. The Emergency Services Department parking lot (off Byng Road) is a pay-and-display parking lot only. It is only for short term parking to drop off or pick up passengers. Retain your display ticket should you decide to move from the “short-term” parking lot to the main lot as you will be credited the difference paid towards the daily maximum rate. You are encouraged to use the main lot if visiting or staying for a longer period of time. If returning the same day, please keep receipt to avoid paying over the maximum. Maximum daily charge is $7.00. Handicapped parking is free of charge subject to availability.

Special rates and coupons Special parking rates and coupons are available for long-term visitors through the Cashier’s Office. Cost is 10 coupons for $30. Each coupon provides unlimited in/out privileges for 1 day. Coupons are available from the Cashier during regular business hours and from the Gift Shop after 4:30 p.m. and weekends and holidays. The Parking Coupons are for use at the Met Campus only. Please inquire with the Cashier’s Office.

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PATIENT ACCOUNTS People living in Ontario with valid health cards are covered by the Ontario Health Insurance Plan (OHIP) and are entitled to standard ward accommodation placement in a room designed to accommodate 3 to 4 patients. TV and telephone services will be provided at an additional charge. You may upgrade your room, if available, to: • Semi-Private: a room designed to accommodate a maximum of 2 patients or • Private: a room designed to accommodate 1 patient. Please call 519-254-5577 or 51004 for current daily rates. You need to check your insurance coverage before coming to the hospital. OHIP does not cover extra costs such as an upgraded room, telephone or television. Your insurance company may cover all or part of the costs of an upgraded room, but generally will not cover the cost of TV and telephone services if provided in a standard ward room. You will be responsible for payment of any amounts not covered by your insurance provider. The cashier’s office accepts payment by cash, debit, or major credit card.  Payment by major credit card can also be made by phone by calling 519-254-5577 extension 52402. If you have requested an upgraded room, we will make every effort to accommodate your request as soon as possible. There may be times when your choice of room is not available. If you decide to change your room while you are in hospital, please call 519-254-5577 extension 51004.

PATIENT FOOD SERVICES AND GUEST TRAYS Metropolitan Campus Patient Food Service

In order to serve our patients better, Windsor Regional Hospital offers a room service style of meal service. This new program gives you greater control over what you eat.

The Ordering Process Upon admission your health care team will determine the type of Room Service that is best for you. We have three types: • “Regular Room Service” – You call 4FOOD to place your meal orders, • “Room Service Assist” – A representative will visit you to determine your meal choices; • “Room Service Non Select” – Your meal choices will be chosen for you based on the type of diet that has been ordered by your physician. A Room Service Menu should be on your bedside table upon admission. If you do not have a menu, please ask your nurse or call 4FOOD to have one sent to you. You may order by calling 4FOOD between 8:00 a.m. and 6:00 p.m. 7 days a week. Your meals will be delivered at set times for each unit. Please ask your nurse or Call Centre at 4FOOD for the times your meals will be delivered. The ordering process is very simple. All you have to do is dial extension 4FOOD (43663) on your room phone and one of our qualified staff members will take your order. Family www.wrh.on.ca

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members may call from home to assist with ordering meals. Your order will be verified for diet compliances and will be delivered to you at your set delivery time. If you are unable to call, one of our Diet Office staff will assist you in your meal selections. Your physician or dietitian may prescribe between-meal snacks. These will be delivered to your room automatically at the appropriate time.

Some Things to Remember Before Ordering Please talk to your nurse before placing your first meal order to ensure that you have been cleared to eat by your physician. Please be ready with the following information when you call to order: • Your room number • Your prescribed diet order • The foods you would like to receive If desired, you may pre-order up to 2 meals in advance. To do so, please inform our telephone operator when placing your order. However, this feature may not be available during our busy times. Due to the size of our trays, we can send only 1 entrée per meal.

Guest Trays Visitors may order a meal to share with a patient in their room. Guest Tray cards may be purchased at the We Care Kiosk (featuring Tim Horton’s products), the Cashier’s Office or the Gift Shop. The cost is a flat rate of $8.00 per meal and includes one entrée, one beverage and three sides (potato, vegetable, soup, dessert). Once you have purchased a card, trays can be ordered from 6:30 a.m. to 6:00 p.m. by dialing 4FOOD (43663) within the hospital, or 519-254-5577, press 4, outside the hospital. Please contact Food and Nutrition Services at extension 52031 if you have any questions or concerns.

PATIENT REPRESENTATIVE (See page 26 for details) There may be times when you or your family members need help finding information or voicing a concern. If the staff have not been able to help you, the Patient Representative can. The Patient Representative is available to all patients, families and community members who have questions, compliments or concerns.

To contact the Patient Representative, please call Ext. 52317 or email robin.williams@wrh.on.ca or write to: Patient Representative Windsor Regional Hospital 1995 Lens Avenue Windsor, Ontario N8W 1L9

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PHARMACY SERVICES For your medication needs during your stay at the hospital, the Pharmacy Services provides the most appropriate drugs including intravenous medication, chemotherapy, clinical trial drugs, and others as required to best treat your medical condition. Our pharmacy technicians are expertly trained to prepare your medications in consultation with your pharmacist. Your pharmacist will review and assure that all medications you are taking in the hospital are appropriate for you. Together with your nurse and physician, your pharmacist will check and resolve any drug related problems, such as inappropriate dose, drug interactions, allergies, and duplication. When coming to the hospital, please bring your medication and a current list of your medications from your pharmacy. This will ensure that the staff knows exactly what medications you have been taking prior to admission. If you have any questions about your medications, you can contact us at ext. 52348 at the Metropolitan Campus. RxPress Care Pharmacy, our retail pharmacy, invites you to have your prescriptions filled upon discharge from the hospital. The pharmacy is located on the first level at the Cancer Centre. The pharmacy accepts all Ontario third party Drug Plans, all major credits cards, cash and debit. The pharmacy is open Monday to Friday, except holidays, 8:30 a.m. to 4:30 p.m. at extension 52529.

PHYSICIANS You may have one or more physicians while you are here to oversee all aspects of your medical treatment. If you do not have a family doctor, or your family doctor does not have “active” hospital privileges at WRH you will be assigned a staff doctor or Hospitalist.

RONALD MCDONALD HOUSE WINDSOR Windsor Regional Hospital is the first in Canada to have a Ronald McDonald ‘House within a Hospital’ to serve families using services in Paediatrics, Neonatal Intensive Care and the Family Birthing Centre. The Ronald McDonald House Windsor is available to family members upon referral. It is equipped with 7 private bedrooms, full kitchen and dining, laundry facilities, lounge area and sunroom/lanai. Staff, along with volunteers, manage the day-to-day operations of the house. Ronald McDonald House Windsor is here to provide the highest level of care and comfort during a family’s time of need, so families can focus on what is most important…helping their child feel better, cope better and, receive the support of loved ones. For further information call extension 52620.

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Your feedback is important to us. Your suggestions and comments help guide us in achieving our vision of Outstanding Care – No Exceptions! We invite you to share any care concerns that you or a loved one may have, with our Patient Representative, Robin Williams, WRHMetropolitan Campus or Angela D’Alessandro, WRHOuellette Campus. Robin and Angela are available to assist with any issues dealing with the delivery of services at the Metropolitan and Ouellette Campuses. Any patient/ client/resident, family or staff member can request these services to assist with problem solving or advocating and Robin or Angela will meet with you to discuss your issue. We hope you can resolve any concerns you have with our staff. However, if you need further assistance, please contact: Robin Williams, Metropolitan Campus 519-254-5577 ext. 52317 cell 519-995-2084 or robin.williams@wrh.on.ca. Angela D’Alessandro, Ouellette Campus 519-254-5577 ext. 34404 cell 519-995-9864 or angela.dalessandro@wrh.on.ca.

Robin Williams, Patient Representative, Metropolitan Campus

2015

2019

Our Vision: Outstanding Care – No Exceptions! Our Mission: Deliver an outstanding care experience driven by a passionate commitment to excellence. METROPOLITAN CAMPUS • 1995 Lens, Windsor, Ontario N8W 1L9 OUELLETTE CAMPUS • 1030 Ouellette Ave., Windsor, Ontario N9A 1E1

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SATISFACTION SURVEYS You may be requested to complete a satisfaction survey before or after you leave the hospital. Your opinions and comments are important to us to help improve services.

SMOKING To protect the health and safety of our patients, visitors, and staff, smoking is not permitted inside hospital facilities. Designated smoking areas are available outside.

SOCIAL WORK Social Workers assist patients and families during a hospital stay by supporting the patient’s overall emotional and social well-being through counselling, advocacy and community referrals. Social Work staff can assist you in addressing concerns identified during your hospital stay, help in assessing your future care needs and help determine how these needs may be met during your hospitalization or within the community upon discharge. The Social Work staff work in collaboration with all members of Windsor Regional Hospitals’s healthcare team. If you have further questions about Social Work, please call extension 52259.

SPEECH LANGUAGE PATHOLOGISTS Speech language pathologists assess and treat swallowing, language, sound production, fluency and voice disorders.

SPIRITUAL CARE SERVICES Spiritual Care Services are provided in many different ways at Windsor Regional Hospital. Chaplains are available to offer presence, supportive listening, encouragement, and celebration; to bring comfort to patients, families and staff during their stay in the hospital. Chaplains also provide religious care through prayer and rituals. They can facilitate a connection to individual faith groups within the community for anyone. The Chaplains are present in the hospital 7 days per week, 8:00 a.m. to 4:00 p.m. There is an interdenominational chapel on the First Floor for quiet reflection and prayer. For information on services provided, please call Spiritual Care Services at extension 52447.

TAXIS There is a courtesy taxi telephone located at the front entrance of the hospital. The phone is connected directly to the taxi dispatch and is free to use.

TELEPHONES For local calls, please dial either 8 or 9 + local phone number as noted on the phone. For long-distance calls, dial ‘0’ for hospital operator assistance to arrange for third person billing, calling card or collect calls. The hospital telephone number is 519-254-5577 for dialing in. Follow with the extension if known. For operator assistance, dial ‘0’.

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TTY telephones can be found in the front lobby and the Emergency Room. A courtesy telephone is available in the front lobby near Switchboard.

TELEVISION rental Service For your convenience, bedside television rental service is available on demand 24 hours a day courtesy of Hospitality Network. Simply turn your TV on to Channel 75 and follow the instructions to activate your service immediately.  You can also dial ext. 52700 from your patient bedside phone. Payment can be made by cash, cheque, Visa or MasterCard. A Hospitality Network Customer Service Representative is on site seven days a week (excluding statutory holidays) to help you use the TV Rental Service, collect cash payments or answer any questions you may have. The representative is available daily between 10:00 a.m. and 2 p.m., and can be reached at ext. 52700. If you would like to order TV for a loved one staying in the Hospital from home, please call the hospital at 519.254.5577 and dial extension 52428 to speak directly with a customer service representative between the hours of 10:00 a.m. and 2 p.m. You will need to provide the floor, room and bed number where your loved one is staying so the Hospitality Network representative can happily activate the services over the phone. Please have your Visa or MasterCard number readyWindsor Regional Hospital provides bedside TV service at no charge for patients who request, receive and pay for a private or semi-private room either personally or by using their secondary health insurance (Blue Cross, Green Shield, Wawanesa, etc.). In order to receive this service, you must contact the Admitting Department. For more information please contact the Hospitality Network Customer Service Representative (ext. 52428).

Patient information Channels Information is provided via a Video-on-Demand service. Select Channel 77 and follow the directions. This channel also gives you the opportunity to provide feedback on your care. This service is available to all WRH patients regardless of whether they subscribe to TV.  A variety of information videos are available including information for new parents to information on local long term care facilities. If you experience a problem please contact Public Affairs at 519-987-3160 or ext. 52005.

TRANSPORTATION Windsor Regional Hospital is on a major Transit Windsor bus route with a Bus Stop located on Tecumseh Road East. For schedule and rate inquiries, please call Transit Windsor at 519-944-4111. There is a taxi telephone located in the front entrance of the hospital and is free to use.

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Helping to make your stay more comfortable! Hospitality Network understands your need to be connected, informed, and entertained when you’re away from the outside world. As Canada’s largest provider of hospital entertainment services rental, we are here to enhance your stay and get you on the mend as soon as possible. Even under the care of one of the world’s best healthcare systems, being in a hospital can be tough. You’re sick, you’re not in your cozy home, and your normal routine is disrupted. We offer state-of-the-art TV and phone service to keep you entertained as you recover. Giving Back to Hospitals.... Hospitality Network believes in being a true partner. We pay back a portion of the collected revenue directly to the hospital or the Foundation, which in turn uses it to improve the healthcare service every patient receives. For further information on rental services, dial 52700 from patient bedside phone www.hospitalitynetwork.ca

TRANSPORTATION (MEDICAL NON-URGENT) Patients are responsible for fees related to transportation home following discharge or during hospital passes. Before leaving the Hospital, patients and/or their families are required to complete a DISCHARGE MODE OF TRANSPORTATION form to assist in planning for Discharge. Windsor Regional Hospital will assist in making arrangements to utilize the services of a local non-urgent transportation company or provide  patients and their families with the names and numbers to make those arrangements if needed.  Medical Non-Urgent transportation services have Stretcher vehicles available as well as wheelchair accessible vans equipped with oxygen if required. For more information and to inquire about fees for this service, please speak to your Health Care Team.

VALET PARKING Valet Parking, compliments of Rafih Auto Group, is available at the Front Entrance of Met Campus. Have your vehicle parked for only $10.00 Monday through Friday anytime between 7:00 a.m. and 4:00 p.m.   Hours may be subject to change. Please check with the Welcome Desk for an updated schedule. Transporation to the Cancer Centre entrance is available.   

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VALUABLES Please be advised that the hospital cannot be responsible for loss or damage of personal belongings. It is recommended that you leave money, jewellery and other valuables at home. See ‘Safes’ for information on storing valuables during your stay.

VENDING MACHINES For your convenience vending machines, located in the first floor Café area, offer a wide variety of fresh, frozen foods and snack items, complete with hot and cold beverage choices. Vending machines are accessible 24 hours daily.

Visiting Hours Visiting hours are 11:00 a.m. to 8:00 p.m. daily. 24 Hour visitation is permitted for Palliative, Paediatrics, Critical Care, and Emergency patients. Exceptions to these hours can be made for visiting depending on the department and condition of the patient. If your visitors are experiencing fever, cough, runny nose, sore throat, skin rash, vomiting or diarrhea, they should not continue with plans to visit, and should seek medical attention.

VOLUNTEER SERVICES

VISITING HOURS 11 a.m. – 8 p.m. DAILY Maximum 2 visitors at a time

24 Hour visitation for Palliative, Critical Care, Emergency and Paediatric patients

Volunteers are a valued resource to Windsor Regional Hospital and are comprised of students, retirees, practicums, professionals and individuals who wish to provide support, comfort and assistance to patients, families and staff. They serve in many departments across the hospital. If you are interested in learning about Volunteer opportunities, please call extension 52343 to speak with a member of the Volunteer Services staff.

WIRELESS GUEST ACCESS Wireless Internet is available on each unit. Please feel free to bring in your home laptop or tablet. When you log on to your computer Internet browser a message and log in screen will appear. The username is ‘wecare’ and password is ‘wecare’. If you experience difficulty connecting to the Internet, please contact the switchboard by dialing ‘0’.

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Hospital and Community Programs & Services

519-254-5577

Extension Directory • • • • •

A

Administration.................................................................................. ext. 52281 Admitting Department (Met) ....................................................ext. 52364 Ambulatory Care.............................................................................. ext. 56308 Anonymous Testing Program.................................................ext. 52509 Audiology Services...........................................................................ext. 52667

B

• Burns & Plastics Clinic.................................................................. ext. 56151 • Bedside Manor (Accommodation)........................................ext. 52034 • • • • • • • •

C

Cancer Program Inpatient Unit............................................ext. 52327 Cancer Program Outpatient Unit...................................... ext. 58000 Cardio Pulmonary...........................................................................ext. 52268 Cardiac Care Unit.............................................................................ext. 52385 Cashier (Met) ....................................................................................... ext. 52403 Chapel.........................................................................................................ext. 52447 Child Life Specialist.......................................................................... ext. 53408 Community Care Access Centre (CCAC)............................ext. 52400

D

• Day Surgery (Met)............................................................................. ext. 52356 • Diabetic Education Program................................................... ext. 52451 • Diabetic Clinic.....................................................................................ext. 52660 • Diabetes Program.......................................................519-254-3402, ext. 210 • diagnostic imaging................................................................................... 52209 • Discharge Planning........................................................................ext. 52259 • Domestic Violence Program................................................. 519-255-2234

E

• Emergency Department............................................................... ext. 52239 • Emergency Triage Registration.............................................. ext. 52219 • Enterostomal Therapists............................................................ext. 52423

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F

• Family Birthing Centre (Labour, Birth, Recovery, Post Partum) 2 East LBR.............................................................................................. ext. 55524 2 West LBRP..........................................................................................ext. 55529 2 North AntePartum/Post Partum................................... ext. 55521 • Financial & Accounting Services ..............519-254-5577 ext. 75118 • Fire, Safety, Security & Parking ...............................................ext. 52030 • Food & Nutrition Services (Met)............................................. ext. 52511 • Foundation (Windsor/essex hospitals).............. ext. 52449/52005

G

• Gynecological Clinic...................................................................ext. 52654 • Gift Shop (Met)......................................................................................ext. 52251

H

• HIV Care Program .............................................................................ext. 52509 • Housekeeping Services (Met)...................................................... ext. 52200 • Human Resources & Workplace Development.............ext. 52330

I

• Infant Hearing Program.............................................................ext. 52409 • Intensive Care Unit (ICU) .............................................................ext. 52352

L

• Laboratory Services........................................................................ext. 52295 • Lost and Found........................................................................(See Security) • • • • • • •

M

Maternal Fetal Medicine Clinic..............................................ext. 56908 Maternal Newborn Clinic.........................................................ext. 56908 Medical Affairs/Chief of Staff..................................................ext. 52426 Medical Day Care Program........................................................ext. 55543 Medicine Program I........................................................................... ext. 55551 Medicine Program II..........................................................................ext. 55541 Medicine Program III......................................................................... ext. 55561

N

• Neo Natal Intensive Care Unit (NICU).................................ext. 55526 • NICU Outpatient Clinics............................................................... ext. 52467 • • • •

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O

OB Clinic...................................................................................................ext. 52654 Obstetrical Triage 2Main West...............................................ext. 55528 Occupational Therapy Services (Met)................................ext. 52260 Oncology (Inpatient)....................................................................Ext. 55549

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• Operating Room (Met) .................................................................. ext. 52201 Recovery Room/PACU (Met)................................................... ext. 52204 • Orthopedic Clinic ........................................................................... ext. 52439 • • • • • • • • •

P

Paediatric In-Patient.......................................................... ext. 55533/55534 Paediatric Out-Patient................................................................... ext. 55531 Paediatric Metabolic/Diabetes Clinic.................................ext. 53403 Parking (Met).........................................................................................ext. 52462 Patient Representative............................................ ext. 52317 Pharmacy Services (Met)................................................................ext. 52348 Physiotherapy Services (Met).....................................................ext. 52260 Pre-Admission Clinic........................................................................ ext. 56621 Public Affairs & Communications........................................ ext. 52005

R

• REHABILITATION SERVICES………………………………………EXT. 52260 - Physiotherapy - occupational therapy physical medicine - speech language pathology • Respiratory Therapist Services (Met)....................................ext. 52224 • Ronald MCDONALD HOUSe...........................................................ext. 52286 • RxPress Outpatient Pharmacy (Met)....................................ext. 52529 • • • • •

S

Sexual Assault Treatment Centre.................................... 519-255-2234 Security (Met)........................................................................................ ext. 52215 Social Work..........................................................................................ext. 52259 Spiritual Care Services (Met).......................................................ext. 52447 Surgery Program............................................................................. ext. 52039

U

• Urology Clinic .................................................................................. ext. 52439

V

• Volunteer Services (Met)...............................................................ext. 52343

W

• Windsor Essex County Health Unit................................519-258-2146 • Windsor Regional Cancer Centre.................................. 519-253-5253 • Women’s Health Clinic..................................................................ext. 52231

IS THERE ANYTHING WE HAVE MISSED THAT WOULD HAVE BEEN VALUABLE TO KNOW? PLEASE LET US KNOW!! www.wrh.on.ca www.wrh.on.ca

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BURN INTERVENTION AND ACUTE RESPIRATORY CARE SERVICES The program integrates Respiratory Care and Burn Services to provide an integration of hospital services in the treatment of inhalation/respiratory conditions caused from exposure to fire. The services will continue to provide health care excellence in the treatment of burns and rehabilitation, as well, continue with efficiencies in the stabilization and transportation of patients when necessary.

CANCER PROGRAM The Cancer Program provides a wide range of cancer services from prevention to endof-life care. Cancer services including radiation, chemotherapy, surgery, palliative medicine and supportive care on an inpatient and outpatient (ambulatory) basis. Inpatient care is provided on 4W and is dedicated to cancer patients requiring acute pain and symptom management or for those undergoing certain chemotherapy and radiation therapy treatments. Outpatient care takes place in the Cancer Centre and specializes in Systemic (Chemo) Therapy. Windsor Regional Hospital is the sole provider of Radiation Therapy in the Erie St. Clair Region.

The Cancer Care Team Our multi-disciplinary Cancer Care Team includes Oncologists, Nurses, Pharmacists, Therapists, Spiritual Care Providers, Physicists, Radiation Therapists, Social Workers and Canadian Cancer Society volunteers. Together, we are committed to expert, compassionate care through every step of the cancer journey.

Cancer Prevention and Screening We are dedicated to reducing the number of people diagnosed with cancer with our comprehensive prevention and screening programs. Nearly 50% of cancers can be prevented through healthy eating and active living, as well as through regular screening. We are also dedicated to reducing the impact of cancer through timely access to effective diagnostic and treatment programs. Windsor Regional Hospital has an Ontario Breast Screening Program (OBSP) providing breast screening for women 50 years and over.. All OBSPs are accredited by the Canadian Association of Radiologists which provides patients with the highest quality standards for screening mammography.  Women may book their own appointment by calling 519-2530903, or be referred by their Primary Care Provider.

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Supportive and Palliative Care Services Supportive and Palliative Care Services are available to patients and their families before, during, and after treatment. They assist with information, education, counselling, emotional support, pain and symptom management, nutrition counselling, financial assistance, and referrals to other community resources.

Research and Innovation Cancer research is a critical component of our Cancer Program, and we are highly regarded for our active participation in clinical research trials, and innovative local research initiatives.

Overseeing the Regional Delivery and Quality of Cancer Services The Cancer Program at Windsor Regional Hospital is host to the Erie St. Clair Regional Cancer Program. Regional Cancer Programs were created by Cancer Care Ontario and are networks of stakeholders, healthcare professionals and organizations involved in cancer prevention and care within each of the province’s 14 Local Health Integration Networks. The Erie St. Clair Regional Cancer Program oversees the delivery and quality of cancer services in the Chatham-Kent, Sarnia/Lambton and Windsor/Essex areas.

Cancer Centre Hours and Parking Outpatient (Cancer Centre) patients are usually seen between 8:00 a.m. and 4:30 p.m. Monday through Friday. Radiation appointments run from 7:00 a.m. until 7:00 p.m., and Chemotherapy appointments run from 8:00 a.m. until 5:30 p.m. You can access the Cancer Centre through its main entrance on Alsace Avenue or through Windsor Regional Hospital (Met Campus). On-site parking at the Cancer Centre is limited and available for a fee. Parking is also available at the front of the hospital in the Patient and Visitor Parking Lot.

Help us to Improve Our Quality of Care Our goal is to deliver the best cancer care possible. By working together we can improve the cancer journey for all patients, their families and caregivers. We offer a variety of opportunities for patients and family members to provide input. For more information on how to participate, please call ext. 58774.

CRITICAL CARE PROGRAM The Critical Care Program (ICU / CCU) is located on the 3rd floor of the Met Campus. The 19 bed unit admits cardiac, medical, paediatric and surgical patients requiring advanced monitoring and observation. The admissions to the ICU will be cared for by a multidisciplinary team, directed by an Intensivist or Cardiologist. The multidisciplinary team consists of physicians, nurse practitioners, registered nurses, respiratory therapists, pharmacists, dietitians, physiotherapists and the spiritual care team working together to care for the complex needs of the critically ill patient.

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The Intensive Care Unit is able to provide critical care for paediatric patients up to the age of 17 years. Critical care team members provide constant care, observation and specialized monitoring and therapies. Information about a child’s condition will only be given to parents or guardians by the health care team. Visiting hours are open except during rounds. Multidisciplinary rounds occur between 9:00 am and 12:00pm daily. Visitors may not be allowed during these hours due to patient privacy concerns. Visitors are limited to two at one time. You may be asked to step out of the unit at various times for medical or nursing care of your loved one. The Critical Care Team is committed to resolving care and safety issues in a timely manner. For further information, contact the Program Manager at 519-254-5577, ext. 52537 or by cell phone 519-257-9575.

DIAGNOSTIC IMAGING DEPARTMENT The Diagnostic Imaging Department is staffed with Radiologists, X-Ray, Ultrasound, CT, Nuclear Medicine, Mammography and MRI Technologists, Clerical Staff and Patient Service Workers. The focus of the Diagnostic Imaging Department is to provide high quality imaging in all areas.  We are dedicated to providing accurate, decisive and consistent interpretations to our referring physicians and patients on a timely basis.  We endeavor to incorporate known best practices into our policies and procedures.  We are committed to treating all our patients, visitors, employees and physicians with compassion and respect.

MATERNAL NEWBORN PROGRAM The Family Birthing Centre is home to about 3,700 births per year. 2East has six rooms designed to provide care for pregnant women throughout labour, birth and the first few hours following birth. 2West and 2West Tower have 30 LBRPs (labour, birth, recovery, post partum rooms) designed to facilitate a family-centred approach in a home like environment. 2N is home to 15 antenatal postpartum beds. The Neo Natal Intensive Care Unit (NICU) provides care to sick and premature infants within a family-centered environment. The NICU Clinics provide a variety of programs to infants following discharge from the NICU. These programs include family support, developmental assessment, nutritional assessment and intervention, RSV prophylaxis, screening for Retinopathy of Prematurity and medical follow-up for the at risk infant.

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The Maternal Newborn Clinic provides breast feeding assessment, education and support; newborn assessment including screening for jaundice and maternal assessment to postpartum mothers and babies after discharge from hospital. The Maternal Fetal Medicine Clinic provides care to women experiencing pregnancy complications or to women requiring specialized prenatal care, assessments or interventions. The OB Clinic provides prenatal care to women throughout their pregnancy. The Women’s Health Clinic provides prenatal care to women who require specialized or close monitoring of various maternal or fetal conditions during pregnancy.

MEDICINE PROGRAM The Medicine Inpatient Program offers care to patients 14 years of age and older who may have complex, multi-system problems. From admission to discharge, a multidisciplinary team provides complete holistic care. The majority of medicine patients are admitted through the Emergency Department, Rehabilitation Unit, Complex Continuing Care or Long-term Care facilities within Essex County.

There are three (3) Medicine Inpatient Units:

short stay medical unit 5N is a 20 bed medical assessment unit with the goal of reducing the length of stay in the emergency department. All patients will be cared for by the Unattached Family Physician Group. The maximum length of stay is 72 hours, with a focus on discharge home or transitioning to another medical unit, if required.

MED II 4N is a 30 bed unit dedicated to the care of patients with respiratory illnesses under the care of the Respiratory Group or patients admitted under the Unattached Family Physician Group whose length of stay is greater than 72 hours and who were in the Short Stay Medical Unit.

MED III 6N is a 30 bed telemetry/medicine unit for patients with cardiac and/or other general medicine illnesses.

4 MAIN EAST Medical Day Care is an outpatient setting where patients come to receive blood products, chemotherapeutic agents, invasive diagnostic procedures, video consults, allergy testing and bronchoscopy. It also facilitates the Sleep Lab.

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4 WEST Inpatient Cancer Care is provided on 4 West for Cancer patients requiring the care of a Cancer doctor and for those patients needing certain types of Chemotherapy or Radiation treatment. It is a 30 bed unit. Some beds are dedicated to patients admitted under the Unattached Family Physician Group whose length of stay is greater than 72 hours and who were in the Short Stay Medical Unit.

NUTRITION AND ENDOCRINOLOGY ADULT CLINIC This clinic, located on the first floor in Ambulatory Care, serves patients in Windsor and Essex County. The outpatient clinic provides diabetes education, medical nutrition therapy and counseling to adults with Type 1 and Type 2 Diabetes. The clinic also serves patients with Impaired Glucose Tolerance, Gestational Diabetes (18+) as well as individuals with hypercholestremia.

RESPIRATORY therapy services Respiratory Therapists are allied health-care workers who, under a physician’s medical direction and supervision, plan and implement a variety of therapeutic and diagnostic procedures for patients suffering from a wide range of heart and lung disorders. They provide care in the neonatal intensive care unit, operating room, intensive care unit, medical and surgical units, long-term care, the emergency department and rehabilitation. They are also responsible for the purchase, operation and general maintenance of complex equipment. They combine technical skills with scientific information for the benefit of the patients that they serve.

CARDIO-PULMONARY DEPARTMENT The Cardio-Pulmonary Department is staffed with Cardio-Vascular Technologists, ECG Technicians, Pulmonary Function Technician and Registered Respiratory Therapists who provide a variety of inpatient and outpatient diagnostic testing including cardiac stress testing, echocardiograms, ECG’s, holter monitoring, pacemaker analysis, and pulmonary function testing.

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PAEDIATRIC PROGRAM PAEDIATRIC IN-PATIENT PROGRAM Located on 3 East, the Paediatric In-Patient Program has a total of 20 beds including private, semi-private and ward beds Children between the ages of one (1) day to 18 years of age are cared for with a Paediatrician attached to their case.

PAEDIATRIC METABOLIC /DIABETES CLINIC Located on 3 South, all patients are asked to check in at the 3 North desk. This clinic cares for children with diabetes and other metabolic disorders.

PAEDIATRIC OUT-PATIENT PROGRAM Located on 3 North and parts of 3 east, the various services provided by this area include: Medical Day Care, Day Surgery, Cystic Fibrosis Clinic, Asthma Clinic, Cardiac Clinic, Allergy Clinic, Infant Hearing and Screening and Paediatric Oncology. The area also prepares patients for diagnostic tests and procedures that may require medications or interventions.

HÔTEL-DIEU GRACE HEALTHCARE CARDIAC WELLNESS CENTRE The HDGH Cardiac Wellness Centre is a six-month multidisciplinary program, which consists of medical support, hospital based exercise, nutritional counseling, psychosocial counseling, vocational counseling, risk factor modification and education. Full medical evaluations are performed and monitored throughout the six-month program by the nurse practitioner and cardiac rehab physicians. After meeting with one of the cardiac wellness physicians, an exercise prescription is developed by our registered kinesiologists to guide participants through a safe and personalized exercise session. Educational seminars are offered on Heart Health, Exercise, Nutrition, Emotions and Coping, and Medications. Additional one to one counseling is available with the nurse practitioner, registered kinesiologists, registered dietitian, clinical pharmacist and social worker. Smoking cessation support is available upon request. Participants are required to come to two exercise sessions per week and attend all educational sessions. Participants will be assessed at three months into the program and after six months. After finishing his or her six-month program, every participant will have the tools to continue a heart healthy lifestyle. There is no fee to join the program. To be eligible for the program you must have had any of the following cardiac events in the past two years: Heart attack, Bypass Surgery, Angioplasty, Valve surgery, Cardiomyopathy, Cardiac Transplant, Congestive Heart Failure, Stable CAD/angina, Unstable angina.  The Centre is located at Hôtel-Dieu Grace Healthcare at 1453 Prince Road. www.wrh.on.ca

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Windsor Family Health Team The Windsor Family Health team is an affiliate of WRH and offers high quality primary health care for residents in Windsor and the surrounding area. An inter-professional group of health care practitioners, including family physicians, provide health care in an integrated, respectful and holistic environment to help keep patients healthy before illness occurs. The focus of the health team is on disease management and prevention, rehabilitation, palliative care and health promotion. To access services at the Windsor FHT patients have to be willing to enroll with a primary care provider (physician or nurse practitioner). Once enrolled (accepted into the group practice) patients have access to the full team (nurses, dietitian, social worker and health promoter) to meet their health care goals. To find out more about enrolment visit www.windsorfht.ca or call 519-250-5656. The Windsor FHT is not a walk-in clinic. Complementing our services to the general population all team members are specially trained to provide clinically competent services to the local gay, lesbian, bisexual and transgender community. The Windsor Family Health Team operates under a community governance model and is a registered charity.

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OUTSTANDING CARE - NO EXCEPTIONS!


The Windsor Regional Hospital Foundation is dedicated to meeting the current and future requirements for capital medical equipment, research, health care education, new technology and facility improvements. Funds donated to the Foundation support several programs such as: • Critical Care (ICU/CCU)

• Medicine

• Cardiac Catherization Lab/Angioplasty • Inpatient / Outpatient Oncology (Cancer) • Emergency/Trauma

• Paediatric Services

• Family Birthing Centre / NICU

• Renal Dialysis

• Mental Health / Brain Disorders

• Surgery

You may also support the Windsor Regional Hospital Foundation through a Planned Gift. There are several opportunities available such as through a bequest, life insurance, securities, tax-free account, estate wills and charitable annuities. Leaving a legacy is a way to ensure that future generations in our community will continue to receive outstanding medical care at Windsor Regional Hospital. By making a gift, you enrich your own life, and the lives of those around you for many years to come.

For more information, contact Ron Foster at 519-254-5577, Ext. 52003 or Gisele Seguin at 519-254-5577, Ext. 52008.

Windsor Regional Hospital Met Campus

www.wrh.on.ca

Windsor Regional Hospital Ouellette Campus

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My Medications

My Emergency Contact(s) Name: Relationship: Contact Number:

Name: Relationship: Contact Number:

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OUTSTANDING CARE - NO EXCEPTIONS!


My Questions

www.wrh.on.ca

43


Notes:

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OUTSTANDING CARE - NO EXCEPTIONS!


Community Supporters Index Windsor Regional Hospital would like to thank the many local businesses/sponsors who made this Patient Services Directory possible for our patients. Please take a moment to review the following advertisements. You will find an excellent variety of services which may be helpful to you during or following your hospital stay.

Clinic Services

Pharmacy

Windsor-Essex County Health Unit........53

Ultima’s Apothecary.....................................47

Community Centre

Prosthetics

The Salvation Army......................................49

Loewen Prosthetic Services Ltd................52

Community Services

Public Health Services

The Salvation Army......................................49 Windsor-Essex County Health Unit........53

Windsor-Essex County Health Unit........53

Denture Specialist

S&R Southgate Residence...........................48

Precision-Bite Denture Clinic.................... 51

Denturist Precision-Bite Denture Clinic.................... 51

Foot Care

Rest Home Retirement Residences Amica at Windsor.........................................46 S&R Southgate Residence...........................48 The Shoreview at Riverside........................54

BioPed..............................................................49

Uniforms - Medical & Health Care

Home Health Care Services

Uniform Closet..............................................52

Bayshore HealthCare...................................49 Comfort Keepers.........................................52 VitalAire..........................................................52

Legal Services Katzman, Wylupek LLP...............................50 Legate & Associates LLP.............................48

Mastectomy Supplies The Delicate Touch......................................49

Mental Health Services Canadian Mental Health Association.......51 Mental Health Connections.......................52 BioPed..............................................................49 Clinical Orthotic Consultants of Windsor, Inc................................................... 51

www.wrh.on.ca

2016.1

Orthotics

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You’ve planned the operation. Now plan the recovery. A planned and monitored recovery is just as important as the operation itself. You can count on the professionals at Amica at Windsor to support you and provide a superb all-inclusive lifestyle. Relax in the comfort of your furnished suite knowing care and support is available around the clock. CALL US TODAY

Call (519) 948-5500 to learn about our Respite and Short Stays.

First-Class Retirement Living www.amica.ca Amica at Windsor 4909 Riverside Drive East, Windsor, ON (519) 948-5500 • amica.ca/windsor

14758-HospitalGuide-Windsor / 6” x9” / Windsor Regional-Ouellette, Dieu Du Grace Guides

46

OUTSTANDING CARE - NO EXCEPTIONS!


W www.wrh.on.ca

47


Southgate Residence

MOM

IS

HAPPY...

AND YOU HAVE PEACE OF MIND • Short-Term Respite Stays • Trial Stays Available • Spacious Studios & Suites • Three Home Cooked Meals Daily • Activity Director & Social Programs

• Weekly Housekeeping and Personal Laundry • 24 Hour Emergency Response • Enriched Care • House Doctor

Other locations throughout Southwestern, Ontario:

Sarnia, Chatham, Kingsville, and Kitchener/Waterloo

Call Today, 519-733-4870

For more information please contact us at 1-844-736-4767

38 Park Street Kingsville, ON N9Y 1N4

WWW.MYRETIREMENTLIVING.CA

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OUTSTANDING CARE - NO EXCEPTIONS!


Home care designed especially for you 519.973.5411 1.800.542.7471 • Nursing • Personal Care

• Home Support • Companionship

ISO 9001

• Insurance Funding Investigations • Free Assessments

Quality Management System

Registered Company

www.bayshore.ca

• Nurse Supervised Staff • 24 Hour/7 Day Service

HealthCare

The Delicate Touch LINGERIE & SLEEPWEAR

Bra Fitting Specialists • 5,000 Bras in stock • Mastectomy Bras & Breast Forms • Sleepwear • Swimwear • Robes (519)

972-9675

3877 Dougall (at Cabana) sales@thedelicatetouch.ca

SalvationArmyWindsor.ca

www.wrh.on.ca

49


50

OUTSTANDING CARE - NO EXCEPTIONS!


Improve circulation to your legs and feet, help maintain muscle strength, flexibility and promote healthy bones by exercising regularly.

Precision-Bite Denture clinic mario mouamer dd • Full/Partial Dentures • Implant Retained Dentures • Immediate Dentures • Same Day Repair/Relines • UNIFOR Members 15% off

No referral Necessary House calls available free co Nsults all insurances a ccepted

519-962-6502 4742 Tecumseh Rd e, uniT 10 WindsoR, on

“CMHA Windsor Essex is a lead provider and advocate of community mental health services.” CMHA-WECB has a variety of programs for those experiencing a serious mental illness along with those dealing with life’s difficulties.

Please visit our website at www.windsoressex.cmha.ca or call 519-255-7440 for more information.

See this publication and more at:

patientdirectory.ca

Quality Healthcare Publications

www.wrh.on.ca

51


Companionship Housekeeping Transportation Screened, Trained & Bonded Staff

1505 Prince Rd., Windsor, Ontario N9C 3B1

Located next to Hôtel-Dieu Grace Healthcare – Tayfour Campus

Phone: 519-253-9797 Fax: 519-734-6713 Toll Free: 1-877-848-8882 www.loewenprosthetics.com brock@loewenprosthetics.com

370 Erie St. East, Windsor, Ontario N9A 3X3

Tel: 519-256-4854 • Fax: 519-256-3431 www.mentalhealthconnections.ca Mental Health Connections provides services in Windsor-Essex County to:

Adults with a mental illness: • Education – Recovery Based • Fitness and Nutrition • Social and Recreational • Vocational • Peer Support Family Members of persons with a mental illness: • Monthly Support Meetings • 12 Week Family Education Programs • Individual sessions by appointment A monthly schedule is available. Please call for details.

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OUTSTANDING CARE - NO EXCEPTIONS!


Dial 519-258-2146 then the extension. Beach Hotline.....................426 (H20)

Infectious Disease Control ....1420

Community Outbreak Information.....................................1444

Nurse Practitioner Clinic .........1223

Dental Health ................................1199 Flu (Influenza) Vaccine Clinic...1433 Genetics............................................1223 Health Inspection .......................1450 Breastfeeding/Pre-natal Support for Families (Birth to 5 years old) ..................1350 Healthy Schools ...........................1555

Nutrition ...........................................3100 Sexual Health Clinic / Family Planning ...........................1200 Sexually Transmitted Infections / Follow-Up ........................................... 3220 Smoking Cessation/Tobacco Enforcement ..................................3100 Tuberculosis Information .......1777 Workplace Health .......................3100

Immunization ...............................1222

519-258-2146 | www.wechu.org

www.wrh.on.ca

53


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OUTSTANDING CARE - NO EXCEPTIONS!


Your Health Care Be Involved

Be involved in your health care. Speak up if you have questions or concerns about your care. Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.

Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care

www.wrh.on.ca

www.oha.com

55


Ouellette Campus 1030 Ouellette Avenue Windsor, ON N9A 1E1 Met Campus 1995 Lens Avenue Windsor, ON N8W 1L9 www.wrh.on.ca For information about the new Windsor-Essex Hospital System www.windsorhospitals.ca


Windsor Regional Hospital - Metropolitan Campus - Patient Information