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P A T I E N T

G U I D E

M E N TA L H E A LT H & A D D I C T I O N S REHABILITATIVE CARE CO M PL EX M E D I CA L & PA L L I AT I VE CA R E C H I L D R E N & Y O U T H M E N TA L H E A LT H

JUNE 2018


VISITING HOURS:

Family and designated care partners are welcome 24 hours a day, 7 days a week

LOCATION:

Hôtel-Dieu Grace Healthcare 1453 Prince Rd. Windsor, Ontario, N9C 3Z4

HDGH HAS ZERO TOLERANCE FOR VIOLENCE NO SMOKING ON CAMPUS SCENT SAFE ENVIRONMENT 519.257.5111

Your Unit Desk Extension is: Your Unit Manager’s name is:

HAND HYGIENE

Cleaning your hands is the most important step to prevent the spread of germs

ADDITIONAL SERVICES

For more information about all other available services, please visit our website at www.hdgh.org


PARKING

All visitors in parking lots A, B, D and M must display a “pay and display ticket” or a monthly parking pass/tokens. For patients in the Dr. Y. Emara Centre for Healthy Aging and Mobility, » Park in Lot D For patients in the Dr. Fouad Tayfour Regional Rehabilitation Centre, » Park in Lot A or B


MISSION The Mission of HDGH is to serve the healthcare needs of our community including those who are vulnerable and/or marginalized in any way be it, physically, socially, or mentally. As a Catholic sponsored healthcare organization, we provide patient-centred care treating the body, mind and spirit. We do this by providing holistic, compassionate and innovating care to those we serve.

VISION A trusted leader transforming healthcare and cultivating a healthier community.

VALUES Respect • Teamwork • Compassion • Social Responsibility

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A note from our President and CEO Hello! Welcome to our beautiful 33 acre campus at HĂ´tel-Dieu Grace Healthcare (HDGH). HDGH is a unique community hospital offering Rehabilitation Services, Specialized Mental Health and Addictions, Complex Medical and Palliative Care, and Children and Youth Mental Health Services. We are committed to improving the health and wellbeing of the Windsor-Essex community through the delivery of patient-centre, value based care. We believe that the future of healthcare in Windsor-Essex requires bold leadership, innovative thinking, and a vision for the future that has restoring and promoting health as the focus. In collaboration with our healthcare and community partners, HDGH is now providing care in new ways and in new locations throughout our region to address barriers, improve access and patient outcomes and improve the overall patient experience. We have over 1,200 staff, physicians and volunteers who are all here to assist you on your healthcare journey. This Patient Guide reflects our on-going commitment to provide you with the information you will need about our services, programs and care providers during your stay with us. It includes medical services as well as practical information about our support services and policies such as visiting hours, parking facilities, internet access, television, and telephone services. If you have any concerns regarding your time here at HDGH, please do not hesitate to connect with our patient advocate, Joanne Desjardins, at ext. 74404 or by email Patient. Advocate@hdgh.org. Please feel free to also contact me at extension 73353. We encourage you to check out our website at www.hdgh.org where you can learn more about the healthcare services we provide. Thank you,

Janice Kaffer President and CEO

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Mutual Respect and Acceptance At Hôtel-Dieu Grace Healthcare we commit to treating patients and staff in a dignified manner that conveys respect for the abilities and differences of each other and a willingness to work as a team of equally valued partners. We promote an atmosphere of collegiality, cooperation, kindness, and professionalism. We demonstrate empathy, compassion and respect in our interactions with others and are always polite and courteous.  We consistently adhere to all the rules and regulations of our healthcare system.  We wish to be held accountable for our commitment and we expect the same dedication from all members of our healthcare community. HDGH is committed to providing an environment that is inclusive of all individuals. We respect all persons as unique and dignified regardless of race, culture, creed, religion, economic status, etc. Discrimination in any form is not tolerated. 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 standards of conduct, will be dealt with in an expedient manner.

ZERO TOLERANCE FOR VIOLENCE HDGH strongly believes that all patients and staff deserve to feel safe and be in an environment that has no harassment and violence. Violence, including threats of violence, in the form of physical or verbal abuse of patients, family members, visitors and staff is not tolerated at our organization. We enforce a zero tolerance approach to violence, harassment, and any other disrespectful conduct. Any person who verbally or physically abuses another person, or threatens to do so, is liable, with possible consequences including being temporarily or permanently removed from the property, and if warranted, reported to the police.

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Table of Contents Mission, Vision, Values............ 4 A note from our President and CEO.................... 5 Mutual Respect and Acceptance.................................. 6 Our Code Individual Bill of Rights................................. 8 Individual Responsibilities............................ 8

Our Services Admissions........................................................ 9 Advance Care Planning ................................. 9 Balloons............................................................. 9 Bank Machine................................................. 10 Cashier’s Office.............................................. 10 Consent to Treatment.................................... 10 Cultural/Language Interpreters.................. 10 Discharge Planning Information................ 10 Donations........................................................ 11 Environmental Services................................ 12 Ethics Consultation Services ...................... 12 Facilities .......................................................... 12 Fire Alarms and Exits................................... 12 Food & Nutrition Services........................... 12 Gift Shops....................................................... 15 Healthcare Aids Available to Purchase...... 15 Internet Access............................................... 16 Laundry........................................................... 16 Lost and Found.............................................. 16 Mail ................................................................. 16 Medical Assistance in Dying........................ 16 Parking (Map On First Page Of Patient Guide)...... 16

Patient Accounts............................................ 17 Patient Advocate............................................ 18 Patient to Staff Recognition......................... 18 Personal Pet Visitations................................. 18 Pharmacy Services......................................... 19 Physicians........................................................ 19 Power of Attorney for Personal Care.......... 19 Privacy ............................................................ 19 Recreation and Wellness Centre.................. 21 Research........................................................... 21 Scents............................................................... 21 Security............................................................ 21 Silver Loxx Salon........................................... 21 No Smoking on Campus.............................. 22 Social Work..................................................... 22 Spiritual Care Services.................................. 22 Telephones....................................................... 23 Televisions....................................................... 23 Transportation................................................ 24 Valuables.......................................................... 24 Visiting Hours................................................ 24 Volunteers........................................................ 25 Wheelchairs..................................................... 25

Extension Directory................26 Community Supporters........28

We are constantly changing to meet your needs. The information presented here may be subject to change.

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Our Code INDIVIDUAL bill of 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 and/or designate a partner in your care or to act as your Substitute Decision Maker. • 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.

INDIVIDUAL 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 healthcare rules and regulations. • Be responsible for all personal property. • Actively participate in discharge planning. • Accept the responsibility for all uninsured financial obligations. • Respect other patient’s confidentiality. • Voice any concerns first to the healthcare provider or the Patient Advocate if necessary.

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Our Services ADMISSIONS Please be prepared to show your Ontario Health Card when you arrive at HDGH. Please bring in a list of medication you are currently taking (indicates name, dosage, directions and name of your physician). All patients admitted to the Complex Medical Care program will meet with the billing office upon admission to review billing policies.

• 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 extension 75118. •

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. • Personal Supplies To ensure your stay is comfortable, please bring with you personal toiletries such as toothbrush, comb, shampoo, shaving supplies, etc., as well as loose fitting, comfortable clothing, sleepwear, and non-skid footwear/slippers.

ADVANCE CARE PLANNING Advance Care Planning helps to relieve caregivers from difficult decision-making and reduce confusion surrounding what you would want. By planning ahead, individuals can express personal choices about how they wish to be treated in different healthcare situations. An Advance Directive (also known as a Living Will) is a document that details a person’s wishes. If you have prepared an Advance Directive or Living Will, please tell a member of the healthcare team when you are admitted. If you have not prepared an Advance Directive or Living Will and would like to do so, please seek legal representation to assist.

BALLOONS Since latex balloons cause severe allergies in some people, they are not allowed in HDGH. Mylar balloons are safe and can be sent.

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BANK MACHINE There is a cash machine in the first floor Ken Lewenza Sr. lobby (main lobby) of the Dr. Fouad Tayfour Regional Rehabilitation Centre (Tayfour Tower Building) as well as the Dr. Y. Emara Centre for Healthy Aging and Mobility (Emara Building). A user fee is applicable.

CASHIER’S OFFICE The Cashier’s Office is located on the first floor of the Tayfour Tower Building. All patients admitted to the Complex Medical Care program will meet with the Billing/ Cashier’s Office upon admission to review billing policies. The cashier will settle payment for 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. The office accepts Cash, Cheque, Visa, MasterCard, Amex, or Debit. For further information, please call extension 76590.

CONSENT TO TREATMENT Your inter-professional healthcare team, consisting of Doctors, Nurse Practitioners, Psychologists, and all members of the Allied Health Therapy team, require your consent and/or that of your designated care partner or substitute decision maker (SDM), to perform certain tests, procedures and treatments. Before providing your consent, ensure you understand the nature of the treatment, the benefits and risks of receiving that treatment, if there are any material side effects or alternative courses of action, and what would be the likely consequences of not having the treatment. In order for your consent to be informed you must receive information regarding the elements listed above and have the opportunity to ask your healthcare team for any additional information you may require to make your decision. 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 healthcare team for assistance. A telephone translation service, through Access Alliance Multi-Cultural Health and Community Services, is also available for those who require direct translation. Patient and families may ask a member of the healthcare team for information on this service.

DISCHARGE PLANNING INFORMATION Discharge planning begins the first day of hospitalization. You will be advised of your estimated date of discharge shortly after your arrival to allow you and your family as much time as possible to prepare. Your healthcare team, in collaboration with you and your family, will determine your actual discharge date when your physician states you no longer require the specialized care provided at HDGH. If you are ready to be discharged home, it is expected that you will accept the discharge date established by you and your care team. If you are to be discharged to a long-term care home, it is expected that you will accept the first appropriate bed offered. Failing to do so

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may result in a daily per diem fee for the continued use of your HDGH bed. If you have any questions regarding our policies, please contact your Social Worker or the Patient Flow Manager.

Responsibility of Patient and Family preparing for Discharge: • Have the necessary clothing to be worn at time of discharge. • Pack, remove and transport all personal belongings. • Be available during the day (morning preferred) to complete the discharge from HDGH. If there is a delay, patients may be asked to wait in a lounge or waiting area as the room must be prepared for a new patient. • Fill prescriptions for medications immediately following discharge and inform the family physician of the patient’s medication routines, if there have been any changes while at HDGH. • Make arrangements for the identified necessary equipment or home modifications as instructed by the healthcare team. • Be available to receive necessary instruction for the patient’s care prior to discharge. • Inform the patient’s care unit of any unforeseen circumstances that may delay discharge. ESC LHIN Home and Community Care The Erie St. Clair Local Health Integration Network’s (ESC LHIN) Home and Community Care – formerly known as Community Care Access Centre (CCAC) – is our community support service partner. HDGH and a Home and Community Care Coordinator may see you to assess your needs in preparation for returning to the community and arrange for services such as nursing, therapy or personal support. Your plans may involve arranging services at home, a temporary convalescent placement, or a move to a rest/retirement home. The Care Coordinator can provide information about other community agencies and support services. For more information or to contact a Care Coordinator please speak with a member of your healthcare team for assistance or call 1-888-447-4468.

DONATIONS The Changing Lives Together Foundation raises funds in support of HDGH’s programs and services. Donations can be designated to a specific area. Donors will receive a tax receipt for donations of $20 or more. For your convenience there are many ways to contribute. Donor cards are available at the Cashier’s Office; credit card donations can be made by calling the Foundation office at extension 76910; and cheques can be mailed to:

Changing Lives Together Foundation 1453 Prince Road Windsor, ON N9C 3Z4

Please do not send cash in the mail. Cheques are to be made payable to CLTF or Changing Lives Together Foundation. Donations can also be made only be visiting www.changinglivestogetherfoundation.org

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ENVIRONMENTAL SERVICES Environmental Services takes great pride in providing you with a clean and sanitary environment. Should you have any questions or concerns, please call Switchboard who can connect you to the appropriate Supervisor.

ETHICS CONSULTATION SERVICES HDGH provides Ethics Consultation Services to our staff, patients, and their families. We have an Ethics Committee comprised of frontline employees and managers with a purpose of raising ethical issues from organizational experiences so as to optimize ethical decisionmaking and patient-focused care. Ethics Consultation Services assist patients, families, hospital staff, physicians, volunteers, and students on a wide range of ethical issues across the lifespan. Frequently encountered issues include value conflicts around decisions such as withholding or withdrawing treatment, consent and capacity, substitute decision-making, DNR orders, patient discharges, resource allocation, and organizational ethics. For additional information, please visit: http://www.ccethics.com/index.html. The purpose of an ethics consult is to identify, understand and analyze ethical issues and to facilitate and support the decision-making process and the decision-makers. The goals are to enhance the ethical decision-making process, to mediate value conflicts, and ultimately to improve patient care. A request for an ethics consult may be initiated by anyone (including patients or family members) who has an ethical concern about a particular situation. Ethics consults can also remain confidential and private, unless disclosure is required by law. If you have questions or concerns that you feel would benefit from an ethics consult, please contact our Patient Advocate at extension 74404 or Patient.Advocate@hdgh.org to arrange services.

FACILITIES Please contact a member of your healthcare team if you have questions or concerns about buildings/grounds issues.

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, everyone is asked to stay in your area. Do not move to another place unless a member of the Fire Department or HDGH staff directs you. Those entering HDGH at the time of an alarm will be asked to remain in the lobby until the ‘All Clear’ is given.

FOOD & NUTRITION SERVICES During your stay at HDGH, your Doctor will prescribe a diet most suited to your nutritional needs. All meals are based on Canada’s Food Guide to Healthy Eating and your diet requirements.

Clinical Nutrition Inpatient Services The team of Registered Clinical Dietitians at HDGH is an essential part of the multidisciplinary team working to assess and address the nutritional needs of our patients with various health conditions. They develop and implement nutrition care plans to improve or maintain your nutritional status.

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Depending on your medical condition, inpatients may be visited by a Dietitian during their admission. If you are an inpatient and would like to see a dietitian, please speak to a member of your healthcare team and they will arrange a visit.

We’d Like To Hear From You - How to Contact Us Should you have any concerns regarding your diet or meals, let your nurse know or call extension 76527. A member of our Food Service team will respond to your call as soon as possible. Your Menu We offer our patients a two week menu developed by a team of Registered Dietitians and Food Service Supervisors. The menus are planned to ensure that they meet the nutritional requirements for each diet. The development of the menu involves extensive taste testing with patients and staff to ensure all menu items meet our standards for quality and acceptability. Making your Menu selections Patients will be visited between 8:00 a.m. and 11:00 a.m. daily by a Patient Food Services representative. Our staff will ask you questions regarding your food preferences and discuss your options for menu selections. During this daily visit, the Patient Food Service representative will take your menu selections for Lunch and Dinner for that day and for Breakfast the next day. You may also request weekly menus that you can fill out with your family at your convenience. Meal Delivery Times Breakfast 7:30 a.m. to 8:30 a.m. Lunch 11:30 a.m. to 12:30 p.m. Supper 4:30 p.m. to 5:30 p.m. We hope you enjoy your meals!

Guest Meal Tray Program HDGH understands the challenges that many families face when illness or injury interrupts the schedule of our daily lives. We are happy to offer the opportunity for family members and guests to “dine in” with their loved one at their bedside or patient lounge. Guest Meal Vouchers can be purchased for $8.00 each at any HDGH cafeteria or coffee bar. Guest Meal Tray orders are taken until 6:00 p.m. daily by calling our Guest Meal Tray Service hotline at 7DINE (73463) from any hospital phone, or by calling 519-257-5111 extension 7DINE (73463) from an outside line. Your Guest Meal Tray will be delivered to you when your family member/patient receives their meal. Please provide your voucher with attached register receipt to the tray delivery staff member when you receive your meal.

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Patient/Family Kitchens Small kitchens, equipped with a fridge and microwave, are available on each unit on a 24 hour basis for patients and their families. All items kept in the fridge must be labeled with the patient’s name, room number, and date, since items are routinely disposed of after three days. To avoid infection control issues we ask that you do not remove food off your tray for storage in the patient fridge for use later. Contact Food & Nutrition Services at extension 76527 to make necessary changes to your meal tray.

Bringing food from home We understand we’re not always able to provide you with your personal choices of food and your family may want to bring you familiar foods to comfort you during your stay. In order to keep you and our other patients safe we ask that you adhere to the following guidelines: • Talk to your Nurse or Dietitian about what food you are allowed to have while in hospital. • Label your food with name, room number and date it was placed in fridge. Any food item that is not labeled will be removed and discarded immediately. • Wrap and cover all food items. Open containers and unwrapped items will be discarded immediately. • All food items that are stored in the fridge will be discarded after three days. • Any commercially prepared food items (ex. yogurt, ice cream, etc.) stored in fridge or freezer will be discarded after expiration or best before date. • All dishes must be taken home at the end of the day. Refrigerators and cupboards are cleared out regularly. • Please ensure that you remove all food you have placed in the fridge prior to your discharge date. HDGH will not be responsible for any food containers left behind or any issues that have to do with food brought from home.

Cafeteria Food Services Enjoy our fresh soups, salads, sandwiches and daily specials in the Courtyard Café located on the first floor of the Tayfour Tower Building, and the In Honour Café located on the first floor of the Emara Building. Courtyard Café Hours of Operation: Weekdays 6:30 a.m. to 3:00 p.m. Closed Weekends & Holidays In Honour Café Hours of Operation: Weekdays 8:00 a.m. to 2:00 p.m. Closed Weekends & Holidays Please note that hours of operation are subject to change. Contact extension 75145 for more information. Outside of regular cafeteria hours, two coffee bars operated by Volunteer Services offer a variety of hot and cold beverages and light snacks:

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Courtyard Café Coffee Bar Hours of Operation: Weekdays 4:00 p.m. to 7:00 p.m. Weekends 9:00 a.m. to 7:00 p.m. In Honour Café Coffee Bar Hours of Operation: Weekdays 4:00 p.m. to 7:00 p.m. Weekends 9:00 a.m. to 7:00 p.m. Please note that hours of operation are subject to change due to volunteer availability.

Vending Machines For your convenience vending machines offering a variety of food and snack items, with a selection of beverages, are available on the first floor of both the Emara and Tayfour Tower buildings.

GIFT SHOPS Two Gift Shops are operated by the HDGH Volunteer Association. One is located on the first floor of the Tayfour Tower Building and the other on the first floor of the Emara Building. They offer a full range of giftware, plush toys, dolls, sundries, confectionery items, purses and more. All profits raised in the Gift Shops are donated to HDGH to purchase new equipment and improve services. Please call the Gift Shop located at the Tayfour Tower Building at extension 76686 or the Gift Shop located at the Emara Building at extension 75448.

HEALTHCARE AIDS AVAILABLE TO PURCHASE During your stay at HDGH, 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, HDGH has stocked a number of items available to purchase.

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

Should you wish to purchase 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 extension 226, March of Dimes at 519-972-9082, Veterans Affairs at 866-522-2122 or the M.S. Society of Canada at 519977-0401. For longer term rental or purchase, please check the yellow page listings under Hospital Equipment and Supplies.

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INTERNET ACCESS Complimentary Wi-Fi services are available. A username and password will be displayed on your login screen and is required to access the internet. HDGH staff do not provide technical support.

LAUNDRY For the safety of our patients, all soiled personal laundry must be taken home to be washed. If you have any additional questions, please speak with a member of your healthcare team for more information.

LOST AND FOUND Lost and Found is maintained by Security and items are stored at the main Security Desk adjacent to the Switchboard in the main lobby of the Tayfour Tower Building. Inquiries can be made through Security at extension 72030.

MAIL Please ask your family and friends to send mail clearly marked to: Your Name, Patient Room Number Hôtel-Dieu Grace Healthcare 1453 Prince Road Windsor, Ontario N9C 3Z4 Advise friends and family to write a return address on the envelope. Mail is delivered once a day. Outgoing patient mail can be given to any member of the healthcare team. Stamps are available for purchase in both HDGH Volunteer Association Gift Shops.

MEDICAL ASSISTANCE IN DYING HDGH is proud to provide patient-centred and compassionate palliative and end-of-life care for our patients and their loved ones. As a Catholic healthcare organization, we do not provide medical assistance in dying (MAID) or voluntary euthanasia. Our team will continue to serve those patients who request MAID with respect, dignity, and compassion while exploring the reasons for a patient’s request for MAID. If a patient wishes to proceed with MAID, a thought-out “transfer of care” will occur. This transfer of care will be made in good faith, to a non-objecting, available, and accessible physician, nurse practitioner or agency. Our patient(s) will continue to receive the best possible care until they can receive care elsewhere.

PARKING (MAP ON FIRST PAGE OF PATIENT GUIDE) All visitors in parking lots A, B, D and M must display a “pay and display ticket” or a monthly parking pass. This applies to all designated Accessible Parking Permit spots as well. View a campus map on the last page of this Patient Guide. Make payment at any machine located in the lot, take the receipt and place it on the vehicle dash so as to

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be easily seen by enforcement officers. These machines accept coins or credit cards (Visa or MasterCard only) or parking tokens. Monthly parking passes and individual tokens are also available at the Cashier’s Office in the Tayfour Tower Building. The Cashier’s Office hours of operation are Monday-Friday 8:30am-4:30pm. Any unused parking tokens can be returned to the Cashier’s Office for refund.

HDGH Public Parking Lot Guide: IF YOU ARE COMING TO: Casgrain Building (AC) Tayfour Tower Building (TR) Toldo Neurobehavioural Institute (SMH) Emara Building (MP) Regional Children’s Centre (RCC) Glengarda Building (GL) RCC Albert George Huot Building (HU) or W.E. Care for Kids Residence (WR) Withdrawal Management Centre (WM)

PARK IN: Lot M or Lot A Lot A or Lot B Lot B Lot D Lot G* Lot F* Lot K*

*Please note that parking at the Regional Children’s Centre Lot F, Glengarda Lot G, and Withdrawal Management Lot K properties is complementary and is only permitted to clients of those agencies; unauthorized use by others will result in ticketing and/or towing. Patients and visitors are reminded to lock your vehicles. HDGH cannot assume responsibility for loss through theft, fire or collision. Discounted parking is available for long-term visitors through the Cashier’s Office. The City of Windsor provides parking enforcement services on HDGH property 24 hours per day, 7 days per week. Provincial offence notices (parking tickets) will be issued to vehicles not properly displaying paid parking receipts, parked improperly or parked in handicapped spaces without the appropriate permit. HDGH also enforces by towing, under City of Windsor by-laws.

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 three to four 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 two patients or • Private: a room designed to accommodate one patient. For current daily rates, please dial ‘0’ for the operator and ask for the Business Office. You need to check your insurance coverage before coming to HDGH. 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 does not cover the cost of TV services. You will be responsible for payment of any amounts not covered by your insurance provider.

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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 extension 0 to be directed to the Business Office. The Business Office is located on the first floor of the Tayfour Tower Building next to the Cashier’s Office.

PATIENT ADVOCATE There may be times when you or your family members need help finding information or voicing a concern. The Patient Advocate is available to all patients, families and community members who have questions, compliments, concerns, and feedback.

To contact the Patient Advocate please call extension 74404, email Patient.Advocate@hdgh.org, or write to: Patient Advocate Hôtel-Dieu Grace Healthcare 1453 Prince Road Windsor, Ontario N9C 3Z4 Additional comments and/or suggestions may be left online through our “We’re Listening” form. Visit www.hdgh.org/YourExperienceMatters.

PATIENT TO STAFF RECOGNITION There are many staff at HDGH that go above and beyond to ensure patients and their families have a positive experience while in our care. To recognize the efforts of these staff, we have introduced the patient to staff recognition award. This award will recognize an individual who has provided exceptional care to a past or present patient at HDGH. At any time, patients can visit www.hdgh.org/patientpraise to recognize the outstanding member of our HDGH team.

PERSONAL PET VISITATIONS HDGH recognizes the therapeutic benefits and comforts personal pet visitations have on the well-being and mental health of our patients. Personal pet visitations are defined as a personal pet of a patient that is brought into the facility specifically to interact with that individual patient. Personal pet visitations are allowed for patients of HDGH as followed by the Pet Visitation Policy. Dogs are the only personal pets permitted for pet visitation at HDGH. Patients wishing to receive personal pet visitations will be assessed by the healthcare team to determine if the visit is appropriate. Infection Prevention and Control measures must always be followed during visits to prevent animal-to-human health risk transmission. To receive a personal pet visitation, patients/guardians/family members must fill out a “Personal Pet Visitation Form” and “Release from Liability Form” before the visit must include proof of immunization with evidence of flea/tick program, certification of good health and proper hygiene. Ask any member of your healthcare team for a copy of these forms. These forms will then be reviewed for approval.

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PHARMACY SERVICES For your medication needs during your stay at HDGH, 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 Pharmacy team will review and assure that all medications you are taking while at HDGH are appropriate for you. Together with your nurse and physician, your pharmacist will check and resolve any drug related problems and any medication related concerns. When coming to HDGH, please bring a current list of your medications from your pharmacy. This will ensure that your healthcare team knows exactly what medications you have been taking prior to admission. If you have any questions about your medications, you can contact us at extension 76802.

PHYSICIANS You may have one or more physicians (doctors) while you are here to oversee all aspects of your medical treatment. Each patient is assigned a Most Responsible Physician (MRP). If you are unsure who your MRP is, please ask your nurse.

POWER OF ATTORNEY FOR PERSONAL CARE If applicable, please bring with you a copy of your Power of Attorney for Personal Care (POAPC) documents. A POAPC is a legal document in which one person gives another person the authority to make personal care decisions on their behalf if they become mentally incapable. Personal care decisions include those that involve healthcare, nutrition, shelter, clothing, hygiene, and safety. An advance directive may be part of the POAPC. A Continuing Power of Attorney for Property document is for financial decisions, which is a distinct document from the POAPC. For more information, please visit: http://www. attorneygeneral.jus.gov.on.ca/english/family/pgt/poa.pdf

PRIVACY Collection of Personal Health Information We collect personal health information about you directly from you or from the person acting on your behalf. The personal health information that we collect may include, for example, your name, date of birth, address, health history, records of your visits to HDGH and the care that you received during those visits. Occasionally, we collect personal health information about you from other sources if we have obtained your consent to do so or if the law permits. We will be collecting, using, and disclosing personal information in shared electronic health record systems.

Important Information • We take steps to protect your personal health information from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal. • We conduct audits and complete investigations to monitor and manage our privacy compliance.

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• We take steps to ensure that everyone who performs services for us protect your privacy and only use your personal health information for the purposes for which you have consented to.

Uses and Disclosures of Personal Health Information We use and disclose your personal health information to: • Treat and care for you within circle of care. • Share among your doctors, nurses, care givers, community care providers and all other team members who provide care and assistance to you, both within and outside our facility. • Participate in Ontario’s shared electronic health record systems as both a provider and recipient of personal health information. • Participate in various electronic sharing systems such as, but not limited to: Ontario Laboratory Information Systems, Integrated Assessment Record (IAR), Clinical Connect, Regional Health Record systems and share with provincial networks and registries. • To obtain payment for your care and other services. • For health system planning, review the care we provide, for teaching and to educate health providers and students, to conduct research (under specific circumstances). • Support fundraising – only your name and address are provided. Tell us at any time if you do not wish to be contacted.

Your Choices You may access and request a correction to your personal health records, or withdraw your consent for some of the above collection, uses and disclosures by contacting us (subject to legal exceptions) at extension 74153. You can get a copy of your health record by submitting a written request to Health Information Management office. Our privacy contact person is Shannon Tompkins, Chief Privacy Officer For more information about our privacy protection practices, or to raise a concern you have with our practices, contact us at: Chief Privacy Officer stompkins@hdgh.org Extension 73800 Hôtel-Dieu Grace Healthcare 1453 Prince Rd, Windsor Ontario N9C 3Z4 You have the right to complain to the Information and Privacy Commissioner/Ontario if you think we have violated your rights. The Commissioner can be reached at: www.ipc.on.ca or 1-800-387-0073.

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RECREATION AND WELLNESS CENTRE Families are welcome to enjoy our beautiful campus and grounds by visiting HDGH’s new LiUNA!625 Recreation and Wellness Centre located at the North-West corner of our campus, next to the Emara Building. This Recreation and Wellness Centre serves as a therapy option and unique exercise experience for all in a bright atmosphere.

RESEARCH At HDGH, we are committed to furthering scientific knowledge and ensuring that our patients, clients, and families receive excellent, evidenced based care. As you are receiving services at HDGH you may be approached to participate in a research study. It is important to remember that all participation in research is entirely voluntary, and choosing not to participate will never impact your standard of care. All research is managed by qualified representatives from HDGH, with oversight from the University of Windsor Research Ethics Board. If you have any questions or concerns related to research studies at HDGH please contact the Research Office at extension 76908 or at research@hdgh.org.

SCENTS HDGH is a scent-safe organization. Scented products can cause allergic reactions and respiratory distress for other patients, visitors and staff. We ask that you please do not use any scented products, such as perfume, cologne, aftershave, scented body sprays, lotions, or powders, hair sprays, gels, mousse, hair conditioners or shampoos, or deodorants/antiperspirants during your visit or stay and that instead you use fragrance-free or scent-free alternatives.

SECURITY Security Officers are on site 24 hours a day, 7 days a week. Security can be reached at extension 72030 or by visiting the Switchboard in the main lobby of the Tayfour Tower Building. Security performs routine patrols of the entire property and is equipped with twoway radios and a golf cart to expedite emergency response. Public entrances are secured outside of normal visiting hours. After hours entry to the Tayfour Tower Building and Emara Building is restricted to the main entrances at either building; access requires authorization from Security via intercom.

SILVER LOXX SALON HDGH Patients can enjoy a fresh haircut, wash, and style onsite by booking an appointment with Silver Loxx Salon. Silver Loxx Salon is located on the first floor of the Emara Building and offers a number of reasonably priced treatments for men and women. The Salon is open Wednesdays from 9:30 a.m. until 3:30 p.m. Contact Kelly at extension 72210 to book your appointment.

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NO SMOKING ON CAMPUS As a leader in healthcare, we are committed to the Smoke-Free Ontario legislation and to our vision to “Cultivate a heathier Community”. As a result, HDGH has adopted a “Breathe Easier” policy which means there is no smoking on our campus for all patients, families, community members, staff, physicians, volunteers and students. The use of tobacco or nicotine products such as cigarettes, cigars, cigarillos, pipes, chewing tobacco as well as any device used to smoke or vaporize tobacco or non-tobacco product including cannabis is prohibited on any HDGH property. This includes all buildings, grounds, in any previously designated areas, parking lots, sidewalks, and walkways or in vehicles parked or moving on HDGH property. There are smoking cessation aids available for all in-patients in the form of Nicotine Replacement Therapy (patch and gum), Buproprion (Zyban)and Champix. Please ask your nurse or physician if interested.

SOCIAL WORK Social Work staff can assist you in identifying future goals, addressing concerns identified during your stay, assessing your future care needs and helping to determine how these needs may be met, either during your time at HDGH or within the community upon discharge. The Social Work staff work in collaboration with all members of HDGH’s healthcare team. A Social Worker can assist you with referrals to community agencies for further assistance and/ or for follow-up when discharged. In some programs, a Social Worker is assigned to you as part of your inter-professional healthcare team. If that is not the case, you can request Social Work services by asking a member of your healthcare team.

SPIRITUAL CARE SERVICES Spiritual Care Services are provided in many different ways at HDGH. Chaplains are available to offer respect, dignity and compassion to patients and families in both inpatient and outpatient programs. Chaplains also provide religious celebrations upon request through prayer and rituals appropriate to the patient’s faith orientation. They can also facilitate a connection to faith groups within the community for anyone requiring conversation with a Spiritual Advisor of their own faith. To contact a Chaplain, inform a member of your healthcare team. The Spiritual Care Office is located in Room 1067 in the Emara Building. For information on services provided, please call Spiritual Care Services at extension 74817 or 74083.

Chapel HDGH recognizes the importance of religious, spiritual and emotional support for patients, families, visitors and staff. The chapel is located on the second floor of the Emara Building, to the left when getting off the elevators. The Chapel is open 24 hours a day for quiet reflection, prayer and Multi-faith rituals. Multi-Faith/Quiet Rooms To further support the spiritual needs of our patients and their families, HDGH has two multi-faith/quiet rooms on our campus at the following locations. These rooms are available for use 24 hours a day. • Emara Building, 1st floor, to the right when first entering the building. • Tayfour Tower Building, 1st floor, directly across from the Gift Shop.

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TELEPHONES For local calls, please dial 8 or 9 followed by the local phone number. For long-distance calls, dial ‘0’ for operator assistance to arrange for third person billing, calling card or collect calls. Please note that any long distance calls made will be subject to additional charges. For individuals who require assistance with dialing, please dial ‘0’ and an operator will assist you. HDGH’s telephone number is 519-257-5111 for dialing in. Follow with the extension if known. For operator assistance, please dial ‘0’. There is a ‘courtesy telephone’ located at the Tayfour Tower Building at Switchboard and at the Emara Building Security station across from the elevators in the main lobby. A Bell pay phone is also located in the Toldo Neurobehavioural Institute at the Security Desk and in the Emara building next to the elevators.

Cell Phones To ensure respect for our patients’ privacy and comfort during their time at our organization, cell phone use is restricted in some patient areas. Please be courteous when using your cellphone throughout HDGH.

TELEVISIONS Bedside television rental service is available for our patients. There are a number of ways to order service. These include: • By calling the Hospitality Network call center from your bedside phone (EXT 72020) during call center hours. • By calling 1-866-223-3686 from any phone outside of the hospital during call center hours. • By renting online 24 hours a day/Seven days a week by visiting Hospitality network’s webpage at http://hospitalitynetwork.ca/renting/ (Note: Payment needs to be by VISA, MC, American Express or Debit Visa). • By requesting to rent service to one of the Hospitality Network CSRs on site during their regular shift (Hours Vary). Call extension 72020 to request a CSR visit. For your convenience, the call centre is available during the following times: Monday to Friday: 8:30am EST to 11:00pm EST Saturday, Sunday and Holidays: 10:30am to 8:00pm EST For more information, please call extension 72020. Personal televisions are not permitted; television service in patient rooms is provided by the Hospitality Network at a reasonable cost. Patient lounges on the nursing units are equipped with televisions at no charge.

Electrical Appliances Battery operated appliances, as well as electrical appliances equipped with a grounded plug, and hospital grade power bars are permitted in patient care areas upon approval of HDGH’s Plant Operations and Maintenance team. Non-grounded plugs (two-prong), multi-outlet power taps/ blocks, and portable electric heaters are not allowed, in accordance with HDGH policy.

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TRANSPORTATION Costs for transportation are at the expense of the patient, including those for medical appointments, pre or post follow up appointments, general appointments, transportation for passes and any/or all other transportation not directed by HDGH. Some insurance providers may provide coverage for this service. It is the responsibility of the patient or family to check with insurance providers. HDGH is on a major Transit Windsor bus route with a Bus Stop located on Prince Road. For schedule and rate inquiries, please call Transit Windsor at 519-944-4111.

Medical Non-Urgent Transportation HDGH will be happy to provide you with names and numbers of local non-urgent transportation companies who can transport you home upon discharge or during hospital passes. Stretcher vehicles are available as well as wheelchair accessible vans equipped with oxygen, if required. These companies are courteous, friendly and professional at all times. For more information please contact a member of your healthcare team.

VALUABLES Please be advised that HDGH cannot be responsible for loss or damage of personal belongings. It is recommended that you leave money, jewelry and other valuables at home. The Cashier’s office may be contacted for safekeeping of valuables while in HDGH. Please call extension 76590.

VISITING HOURS HDGH welcomes family and friends to come spend time with their loved one. As part of our Patient and Family centred Care Philosophy, HDGH recognizes that family and friends are integral to patients’ healing process. Family and designated care partners are welcome 24 hours a day as essential members of the healthcare team, taking into consideration the patient care needs, staff and patient safety, and the privacy of all patients.

What is a Family? Families are big, small, extended, nuclear, multi-generational, with one parent, two parents, and grandparents. We live under one roof or many. A family can be as temporary as a few weeks, as permanent as forever. We become part of a family at birth, adoption, marriage, or from a desire of mutual support. Family and designated care partners – are defined by the patient and/or substitute decision maker (SDM) and are recognized by the healthcare team as a support for the patient. Guest – is defined as a visitor of the patient or family not designated as the care partner or SDM. Please note that children under the age of 14 should be accompanied and supervised by an adult (other than the patient) at all times.

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Exceptions HDGH has a flexible family and friend’s presence policy. However, there are some departments that have guidelines for visiting times. Withdrawal Management Centre – Windsor Addiction Assessment and Outpatient Services (WAAOS) No visiting. The program is for outpatient counseling and group services only. Withdrawal Management Residential Program Maximum two (2) visitors at one time. Male patient visiting time: 1:00 – 2:00 p.m. and 5:00 – 6:30 p.m. Female patient visiting time: 2:00 – 3:00 p.m. and 6:30 – 8:00 p.m. Problem Gambling Residential Program There is no family presence or visits during the inpatient treatment phase of this program, with the exception of family day, which is planned in advance. Toldo Neurobehavioural Institute – Mental Health Inpatient Services Please contact the unit where the patient is located for specific family presence times. Visiting hours are as follows: Monday to Friday 6:30 – 8:00 p.m. Saturday, Sunday and Statutory Holidays 2:00 – 3:00 p.m. and 6:30 – 8:00 p.m. *If your visitor is 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.

VOLUNTEERS Our volunteers can be found throughout the hospital delivering compassionate care to our patients and their families. Many are actively involved as Volunteer Association members working to help fulfill our vision, mission and values.

Volunteer Opportunities Every day, our volunteers enrich the lives of hundreds of patients and their families by giving generously of their time, and contributing to the well-being of our healthcare community, the vitality of our services, and the quality of patients’ experiences. If you are interested in finding out more about becoming a volunteer, please call 519-257-5111 extension 73345 or email volunteerservices@hdgh.org.

WHEELCHAIRS While HDGH has a number of wheelchairs to loan, our inventory changes with the needs of our patients. We may not be able to accommodate everyone’s specific needs to optimize function and comfort. It is highly recommended that a patient secure their own wheelchair if they require one for long distances. The Occupational Therapist will help to work towards getting the wheelchair if required.

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Extension Directory • • • •

A

Acquired Brain Injury Program................................................................................519-257-5458 ACT 1 Windsor...........................................................................................................519-254-3486 ACT 2 Windsor........................................................................................................... 519-254-7566 ACT Chatham-Kent................................................................................................... 519-355-0667

B

• Billing Office..................................................................................................................... ext. 76589

C

• Cardiac Wellness Centre..................................................................................................ext. 72525 • Cashier’s Office ....................................................................................................ext. 76590/75251 • Clinical Ethicist........................................................................................... (See Patient Advocate) • Communications...............................................................................................................ext. 73345 • Community Crisis Centre......................................................................................... 519-973-4435 • Complex Medical Care: Dr. Y. Emara Centre for Healthy Aging and Mobility 2 South, A Side............................................................................................................ ext. 75134 2 South, B Side............................................................................................................ ext. 75194 3 North, A Side............................................................................................................ext. 76161 3 North, B Side............................................................................................................ ext. 76158 3 South, A Side............................................................................................................ext. 77321 3 South, B Side Palliative...........................................................................................ext. 77322

D

• Diagnostic Imaging.......................................................................................................... ext. 75127 • Donations........................................................................................................................... ext. 73345 • Dr. Y. Emara Centre for Healthy Aging and Mobility.................. see Complex Medical Care

E

• Environmental Services................................................................................................... ext. 72311 • ESC LHIN Home and Community Care...........................................................1-888-447-4468

F

• Food & Nutrition Services.............................................................................................. ext. 76525

G

• Geriatric Assessment Program.................................................................................. 519-257-5112 • Gift Shop: Tayfour Tower Building ............................................................................................ext. 76508 Emara Building...........................................................................................................ext. 75448

L

• Lost and Found...........................................................................................................(See Security)

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M

• Mental Health – Inpatient............................................(See Toldo Neurobehavioural Institute)

O

• Occupational Therapy Services......................................................................................ext. 75200 • Outpatient Mental Health Services...........................................................................519-257-5125 Concurrent Disorder Program.......................................................................................... ext. 1 Dual Diagnosis Consultation Outreach Stabilization................................................... ext. 2 Geriatric Mental Health Outreach Team..................................................... ext. 3/ext. 75105 Mood & Anxiety Treatment Program............................................................................. ext. 1 • • • • •

P

Parking................................................................................................................................ext. 72030 Patient Advocate...............................................................................................................ext. 74404 Pharmacy Services............................................................................................................ext. 76802 Physiotherapy Services.....................................................................................................ext. 75207 Problem Gambling Services......................................................................................519-254-2112

R

• Recreational Therapy Services - Rehabilitation...........................................................ext. 75200 Complex Medical Care (2nd Floor)..........................................................................ext. 72301 Complex Medical Care (3rd Floor)...........................................................................ext. 76131 • Regional Children’s Centre .......................................................................................519-257-5215 • Inpatient Rehabilitation: 1 South Emara Building............................................................................................ ext. 76931 3rd Floor Tayfour Tower Building...........................................................................ext. 71240 4th Floor Tayfour Tower Building............................................................................ext. 71140 • Remedial Measures (Back on Track) Program............................................................. ext. 76940 • Residential Rehabilitation & Treatment Program....................................................... ext. 76509 • Respiratory Therapist Services....................................................................................... ext. 76701 • • • •

S

Security...............................................................................................................................ext. 72030 Silver Loxx Salon (Hairdresser)...................................................................................... ext. 72210 Speech Therapy & Language Services ............................................................ ext. 75200/75207 Spiritual Care Services......................................................................................... ext. 74817/74083

T

• Toldo Neurobehavioural Institute (Inpatient Mental Health)...................... ext. 77801/77901

V

• Volunteer Services............................................................................................................ ext. 73345

W

• Withdrawal Management Services............................................................................519-257-5225 • Windsor Addiction Assessment and Outpatient Services..........................................ext. 75220

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Community Supporters Hôtel-Dieu Grace Healthcare would like to thank the many local businesses/sponsors who made this Patient Guide 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.

addiction services Dr. Peter J. Farago, MD............................... 30

PROSTHETICS Loewen Prosthetic Services Ltd................ 28

Home Health Care Comfort Mobility Inc.................................. 31

rest homes S&R Southgate Village................................ 31

hospice The Hospice.................................................. 30

Retirement Residences Amica at Windsor........................................ 29 S&R Southgate Village................................ 31

medical supplies Xperience Home Health Care.................... 30 Mental Health Services Canadian Mental Health Association........ 30

seniors centre Life After Fifty.............................................. 30

opiate management Dr. Peter J. Farago, MD............................... 30

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

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I didn’t expect it to feel like home. Feeling at home means enjoying the things you like to do. Which is why at Amica, you can always enjoy your day the way you like to – read your book in a quiet corner or enjoy a snack when you want to. You can expect an all-inclusive community that is personalized to you with a range of first-class amenities and services. You can choose care and support options tailored to your unique needs and preferences. Independent Living

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Book a visit to learn about our enhanced care and support options.

at Windsor 10079AMI_WI_WindsorHealthcare_6X9_FA.indd 1

Patient Guide pub: Windsor Healthcare

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community: Windsor (WI) insertion: Annual- April

2018-03-07 2:10 PM

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Canadian Mental Health Association Windsor-Essex County Empowering Transitions to Wellness

CMHA Windsor Essex is a lead provider and advocate of community mental health services. Please visit our website at www.windsoressex.cmha.ca or call 519-255-7440 for more information.

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The Hospice serves patients and their families dealing with a life-altering diagnosis. In simple terms, this means that Hospice services are available to patients and their families, from pre-diagnosis to bereavement. Services are holistic in nature and include wellness programs, support groups, fitness programs, counseling, education and of course palliative care. The Hospice is proud to offer all services at no cost to the patient. Services are provided in a space that is both secure and welcoming, responding to the diverse needs of a multicultural community.

SUPPORT • EDUCATE • EMPOWER The Hospice of Windsor Essex Inc. 6038 Empress Street, Windsor ON www.thehospice.ca

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www.hdgh.org


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See this publication and more at:

patientdirectory.ca Quality Healthcare Publications Patient Guide

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