Our Services ACCESSIBILITY
We are committed to providing an accessible environment to all who come through our doors, seek and use our services, and access our information. As a public healthcare organization in Ontario, we respect the standards and regulations set forth under the Accessibility for Ontarians with Disabilities Act. It is important to us to provide a safe, inclusive, and welcoming environment for everyone. We acknowledge that this is a shared responsibility.
This Statement of Commitment is our promise to listen, ask, learn, and invite the community we serve into the conversation. We will act in good faith to make accessibility a reality for all.
Information about accessibility at HDGH and the current Multi-Year Accessibility Plan is available on the HDGH website at hdgh.org/accessibility.
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 and Inpatient Rehabilitation programs will be contacted by the Business Office to complete the Responsibility for Payment (RFP) form. This form will gather your secondary insurance information as well as allow you to indicate a preferred accommodation. Patients admitted to Complex Medical Care will also meet with the billing office regarding the co-pay assessment billing policy.
• 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, you will be asked to sign the Responsibility for Payment (RFP) Form where you can indicate the
accommodation of your choice. 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 nonskid footwear/slippers. All personal items are the responsibility of the patient. HDGH is not responsible for the loss of items.
ADVANCE CARE PLANNING
Advance Care Planning helps to relieve caregivers from difficult decisionmaking 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.
Since latex balloons cause severe allergies in some people, they are not allowed in HDGH. Mylar balloons are safe and can be sent.
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.
The Cashier’s Office is located on the first floor of the Tayfour Tower Building.
The cashier will settle payment for charges not covered by OHIP including room differentials, phones, billable supplies, etc. The office is open Monday to Friday, 8:30 a.m. to 4:30 p.m.
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The office accepts Cash, Cheque, Visa, MasterCard, Amex, or Debit. You can also pay your bill on-line at www.hdgh.org by following the “Pay your Bill” icon. For further information, please call extension 76590.
See “Admissions” for more billing information.
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 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.
It is important for you to understand your care and treatment. Language access initiatives are in place at HDGH to ensure that all individuals have equitable access to high-quality information and care regardless of the language they speak. If you require an interpreter or have a hearing impediment, please speak with a member of the healthcare team for assistance.
DISCHARGE PLANNING INFORMATION
Discharge planning begins on the first day of hospitalization. Your care team will discuss your goals and will work with you in determining your estimated date of discharge 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.
When you are ready to be discharged and a safe and supported discharge destination has been determined and available, it is expected that you will accept the discharge date previously 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 bed offered by Home and Community Care. Failing to leave HDGH after 24 hours from your discharge date and/or failing to accept a long-term care home bed offered via the Home and Community Care placement office, 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 the time of discharge.
• Pack, remove and transport all personal belongings.
• In order to facilitate a new patient admission, we ask that you be ready to be discharged by 9:00 a.m.. If there are any difficulties meeting this time, please speak to our Charge Nurse so that we may make suitable arrangements.
• 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.
Erie St.Clair Home and Community Care Support Services
Erie St. Clair Home and Community Care Support Services – 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.
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The Hôtel-Dieu Grace Healthcare Foundation raises funds in support of HDGH’s programs and services. Donations can be designated to a specific area. For your convenience, there are many ways to contribute: visit www.hdgh.org/donate; obtain a donor cards from the Cashier’s Office; making a credit card donation by calling the Foundation office at extension 75234; or mail cheques to:
The Hôtel-Dieu Grace Healthcare Foundation
1453 Prince Road
Windsor, ON N9C 3Z4
Please do not send cash in the mail. Cheques are to be made payable to HDGHF or The Hôtel-Dieu Grace Healthcare Foundation. Donors will receive a tax receipt for donations of $20 or more.
Environmental Services (ES) is dedicated to protecting our patients, families and visitors with the leading innovations in cleaning products to ensure everyone’s safety as part of our Mission Possible: Cleanest Hospital in Ontario.
Upon arrival, know that your bed and room, including your privacy curtains, have been thoroughly cleaned and disinfected from top to bottom.
You can expect the following items to be cleaned daily by an Environmental Services worker:
• Door & door handle
• Light switches
• TV & remote control
• Call bell
• Bed hand rails
• Over bed table
• Bedside table
• I.V. Pole
• Closet Door
• Waste removal
• Floor cleaning
Our cleaning products have a one-minute disinfecting time; to ensure the efficacy, at times there may be some streaking left behind, but this does not mean the surface is dirty.
If you have any questions or compliments please feel free to contact the ES worker on your unit or contact the ES Management Team at ext. 72311.
ASK, ADVOCATE, ACT
The patient and ECP are encouraged to offer helpful information and to ask questions. Sometimes, the patient or ECP are in disagreement with suggestions or decisions made by the healthcare team. An ECP can advocate by supporting the patient to express their views, desires and wishes. Conversations to understand the patient’s point of view, as well as the perspective of the healthcare team, will lead to mutual understanding to act in support of the patient’s goals.
TIPS FOR COMMUNICATION
Good communication contributes to trustworthy relationships. Organize your thoughts before conversations so you can effectively share your views. Give yourself time for any emotions to settle so that you can speak calmly and with composure.
Approaching the conversation with a question such as, “ Please help me to understand…? ” or “ I was wondering if you could explain this to me...? ” is a respectful way to capture the other person’s attention.
ETHICS CONSULTATION SERVICES
HDGH provides Ethics Consultation Services to our staff, patients, and their families. 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, Do Not Resuscitate (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 help and support the decision-makers through the decision-making process. The goals are to enhance the ethical decisionmaking 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.
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 their 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 and your diet requirements.
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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.
Inpatients will be visited by a Dietitian shortly after admission, with followup visits scheduled as required based on your nutritional needs.
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 7DINE (73463). A member of our Food Service team will respond to your call as soon as possible.
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 of each diet.
Making your Menu selections
Upon your arrival, our staff will contact you with questions about your food preferences and discuss your options for menu selections. Patients will be visited or called daily by a Patient Food Services representative. During this daily visit or call, the Patient Food Service representative will take your menu selections for the following day.
Meal Delivery Times
Breakfast 7:45 a.m. to 8:30 a.m.
Lunch 11:45 a.m. to 12:30 p.m.
Supper 4:45 p.m. to 5:30 p.m.
We hope you enjoy your meals!
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 non-commercially prepared 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 7DINE (73463) to make necessary changes to your meal tray.
Bringing food from home
Please note that the allowance of food from home is subject to change based on Directives guiding best practices.
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 non-commercially prepared food items will be discarded three days after the date on the label.
• Any commercially prepared food items (ex. yogurt, ice cream, etc.) stored in fridge or freezer will be discarded after expiration or best before date printed on the product container.
• Family prepared food in large quantities are not to be kept in the patient fridge. Only one or two portions will be allowed.
• 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 7:00 a.m. to 2:00 p.m.
Closed Weekends & Holidays
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Please note that hours of operation are subject to change. Contact extension 72040 for more information.
Outside of regular cafeteria hours a coffee bars offers a variety of hot and cold beverages and light snacks:
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.
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 buildings.
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. To serve you better, HDGH has stocked a number of items available to purchase.
Examples of items available to purchase are:
• Slings, splints
• Personal Assistive Devices
• 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. The prescribing clinician will place an order for the required equipment that may be purchased at HDGH.
2. Arrange for payment with the Cashier’s Office.
3. The Cashier will provide you with 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, your Occupational Therapist and Physiotherapist will provide you with the
recommended specifications to safely meet your needs and a list of suppliers.
Complimentary Wi-Fi services are available. A username and password will be displayed on your login screen and are required to access the internet. HDGH staff do not provide technical support.
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 in the Tayfour Building. Inquiries can be made through Security at extension 72030.
Please ask your family and friends to send mail clearly marked to:
Your Name, Patient
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.
MEDICAL ASSISTANCE IN DYING
HDGH is proud to provide person-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).
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 referral
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for MAID assessment will be offered and a planned “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 Band D must display a “pay and display ticket” or a monthly parking pass. Visitors and patients with a valid and properly displayed Accessible Parking Permit may park in any public lot at no cost. View a campus map on the first 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 it is 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 8:30 am-4:30 pm. Any unused parking tokens can be returned to the Cashier’s Office for a refund.
Visitors can also download the Passport Canada App on your smartphone or through their website ppprkca.com. Rates for the lots will remain the same however there is a $0.15 transaction fee. Additional time can be added using the website or mobile app.
HDGH Public Parking Lot Guide: IF YOU ARE COMING TO: PARK IN:
Casgrain Building (AC) Lot B
Tayfour Tower Building (TR) Lot B
Toldo Neurobehavioural Institute (SMH) Lot B
Emara Building (MP) Lot D
Regional Children’s Centre (RCC)
Glengarda Building (GL)
Centre for Problem Gambling Lot B & Digital Dependency
RCC Albert George Huot Building (HU) or Lot F*
W.E. Care for Kids Residence (WR)
Withdrawal Management Centre (WM) 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.
NOTE: Bike racks are provided throughout our campus.
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.
To request a room upgrade, you must sign a Responsibility for Payment (RFP) form provided to you within the first few days of your stay. If you do not have a copy of this form, please contact the Billing Office at extension 76589.
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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.
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:
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 AND FAMILY ADVISORY COUNCIL
The Patient and Family Advisory Council (PFAC) is a partnership of HDGH staff as well as volunteer members who were previous patients or family members who experienced care here at HDGH.
The purpose of PFAC and its appointed volunteer members is to improve the patient care experience. PFAC participates in program and policy design, and is consulted for recommendations on current and future opportunities to improve the care experience for patients, family and caregivers, ensuring the patient perspective is included in all care delivery and supporting the culture of patient-centered care by the organization.
You can apply to become a member of PFAC if you or your family member have received care here at HDGH. You do not need any special qualifications to be an advisor. What is most important is your experience as a patient or family member, and we will provide you with any other training that you may need.
If you are interested in applying or learning more about PFAC, please visit www.hdgh.org/PFAC or contact the Patient Advocate at 74404 or patient. firstname.lastname@example.org.
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.
For your medication needs during your stay at HDGH, Pharmacy Services provides the most appropriate drugs including intravenous medication, oral chemotherapy, 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.
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Your Pharmacist 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 provide medication counselling when needed. 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. At discharge, all new medications and home med will be listed on your Discharge Summary sheet so that it will be clear what you should be taking at home. If you require further instructions for use of any medication or have questions, our pharmacists are available to consult.
If you have any questions about your medications, you can contact us at extension 76802.
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 upon your admission. 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. Please bring these documents with you upon admission and share with your Social Worker; original documents will be returned to you. 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.
• 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.
• We take steps to ensure that everyone who performs services for us protects your privacy and only uses your personal health information for the purposes to 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 the circle of care.
• Share among your doctors, nurses, caregivers, 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 educating 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.
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 74122. You can also request a copy of your health record(s) by contacting and submitting a written request to the Health Information Management office.
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Our privacy contact person is Alison Murray, 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
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.
RECREATION AND WELLNESS CENTRES
Families are welcome to enjoy our beautiful campus and grounds by visiting HDGH’s LiUNA!625 Recreation and Wellness Centre located at the North-West corner of our campus, next to the Emara Building, as well as the RBC Wellness Hub located at the front of our campus, next to the Tayfour Building.
These Wellness Centres serve as a therapy option and unique exercise experience for all in a bright atmosphere.
At HDGH, we are committed to furthering scientific knowledge and ensuring that our patients, clients, and families receive high-quality, 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’s Research Department, 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 76801 or at email@example.com.
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 scentfree alternatives.
HDGH utilizes trained, in-house Security Guards who are on site 24 hours a day, 7 days a week. Security can be reached at extension 72030. Security performs continuous patrols of the entire property and are equipped with two-way radios and a golf cart to expedite emergency response. Compassion combined with effective communication and response ensure that all types of risk are mitigated and the personal safety of all remains paramount.
Public entrances are secured outside of normal visiting hours. After-hours entry to the Tayfour Building and Emara Building is restricted to the main entrances at either building; access requires authorization from Security via intercom.
Hospital Identification Badges All staff, physicians and volunteers at HDGH wear a hospital identification badge, which includes their name, department and picture. If you are unsure about any person with whom you are interacting, the hospital encourages you to ask for identification, or if necessary, call a member of your care team for assistance.
NO SMOKING ON CAMPUS
As a leader in healthcare, we are committed to the Smoke-Free Ontario legislation and our vision to “Cultivate a healthier 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, any previously designated
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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, pharmacist or physician if interested.
The social workers at HDGH provide emotional support, advocacy, information and system navigation services to patients and their families, as they cope with the challenges brought on by illness, hospitalization and treatment. Our social workers make referrals for services and programs, assist in locating necessary resources, provide counselling and act as a liaison when necessary. As part of your interdisciplinary healthcare team they serve as a resource providing education and assistance to navigate the healthcare and community support systems, work with you and your family to access services, and, when a change in your condition or circumstance requires, help locate alternative living arrangements. Please connect with any member of your healthcare team to secure social work services. They will be happy to assist.
SPIRITUAL CARE SERVICES
Spiritual Care Services are provided in many different ways at HDGH. Spiritual Care Practitioners are available to offer respect, dignity and compassion to patients and families in both inpatient and outpatient programs.
Some of the services and support include:
• Provide religious celebrations upon request through prayer and rituals appropriate to the patient’s faith orientation
• Make connections to faith groups within the community for anyone requesting conversation with a Spiritual Leader of their faith
• Holy Communion – served to patients Sunday through Friday by Eucharistic Ministers
• Sacrament of the Sick and Reconciliation from a Roman Catholic priest
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 73647. Spiritual Care Practitioners are available from Monday to Friday, 7:00 a.m. to 4:00 p.m.
HDGH has a beautiful Chapel for quiet reflection, prayer, mass, and multifaith rituals. 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. Visit the Chapel for weekly devotions:
• Roman Catholic Mass
• Sundays at 2:00 p.m.
• Weekly Interreligious Prayer Service
• Monday to Friday from 11:30 a.m. to 12:00 p.m.
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 Building, 1st floor, directly across from the former Gift Shop. Requesting a Sacrament of the Sick or Clergy Visit HDGH supports the spiritual well-being of our patients by bringing on site a Roman Catholic Priest to offer our patients the Sacrament of the Sick, or any other Sacrament they may need or request.
Patients and families are also encouraged to contact their own Spiritual Leader as soon as they are admitted to HDGH – particularly patients admitted to our Palliative Care Unit.
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 thirdperson billing, calling card or collect calls. Please note that any longdistance 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 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.
Patient Guide 33
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.
Bedside television rental service is available for our patients. There are a number of ways to order service. These include:
• By calling the Health Hub Patient Engagement Solutions 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/7 days a week by visiting Health Hub’s webpage at connectmybed.ca (Note: Payment needs to be by VISA, MasterCard, American Express, Debit Visa or Debit MasterCard).
• By requesting to rent service to one of the Health Hub 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: 8:30 a.m. to 11:00 p.m.
Saturday, Sunday and Holidays: 10:30 a.m. to 8:00 p.m.
For more information, please call extension 72020.
Personal televisions are not permitted; television service in patient rooms is provided by the Health Hub at a reasonable cost. Patient lounges on the nursing units are equipped with televisions at no charge.
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. Consult with your caregiver to obtain an inspection prior to using personal electrical items. Non-grounded plugs (two-prong), multi-outlet power taps/blocks, and portable electric heaters are not allowed, in accordance with HDGH policy.
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.
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.
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 essential 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. Essential 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. For the post updated visiting hours, please visit www.hdgh.org/patientvisitation
Patient Guide 35
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.
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.
*If your visitor is experiencing fever, cough, runny nose, sore throat, skin rash, vomiting or diarrhea, they should not visit and should seek medical attention.
VISITOR HEALTH AND SAFETY INFORMATION
The HDGH Occupational Health and Safety Department values the safety of your visitors during your stay. To keep your visitor safe HDGH asks that your visitor review the following information.
Visitors are only permitted in areas that are accessible to the public. Visitors are to wear required personal protective equipment (PPE) as directed by a member of the HDGH staff and/or identified on the signage located outside of the patient’s room. The PPE must be worn for the duration of the visit and disposed of properly in the designated containers.
In the event of an injury of your visitor which occurred at HDGH, all injuries must be reported to the Department’s Operations Manager or HDGH Security.
HDGH is not an acute care hospital and therefore does not have an Emergency Department. HDGH Security personnel are able to provide First Aid, however, if immediate and urgent assistance is required as a result of your visitor’s injury while at HDGH, a member of the HDGH staff will call 911 if required.
HDGH Emergency Codes
1. Code Red
Code Red is the term to describe a fire emergency in a healthcare facility. An audible fire alarm system indicates that someone has activated a pull station or one or more automatic detection devices has been activated. After activation you will hear an announcement stating “Attention all Staff… Code Red Zone XX”. A visitor upon hearing this Code Red will await instructions, if required, by a member of the hospital team.
• Elevators are not to be used during an active alarm
Code Green refers to situations requiring a partial or complete evacuation of a specific HDGH building. In the event of a Code Green, an announcement will be made over the speaker system.
If you are a visitor at HDGH you will leave the building in an orderly fashion and await further instructions from HDGH Security. Each department has a posted document on the wall indicating the appropriate evacuation route to be followed to safely exit the building.
• Do not re-enter the building until instructed to do so by HDGH Security.
3. Code Lockdown/Code Silver
A “lockdown warning” differs from any of the standard healthcare colour codes in that it requires an immediate safety response from EVERYONE within the building. A “lockdown warning” indicates that an individual(s) has been identified on our campus/facility actively attempting to harm others.
In the unlikely event of a lockdown scenario a warning announcement will be made via overhead speakers. At this point the following procedure should be followed:
• If an accessible safe escape path is available, evacuate immediately and flee the area.
• Have escape routes and plans prepared.
• Make your own decision to leave regardless of whether others agree.
• Disregard fire alarms and trust your own judgement.
• Leave your belongings behind.
Patient Guide 37
• Warn others as you leave.
• Call 911 (9-911 if using a facility phone) when it is safe to do so.
• Keep your hands visible and follow instructions of law enforcement.
• If evacuation is not possible, shelter in a place that you are less likely to be noticed.
• Be out-of-view and barricade your position (i.e., place patient bed with brakes activated against door).
• Hide behind solid walls or in rooms with locking doors as protection.
• Silence your cell phone, turn off noise sources (radio/television), and turn off lights.
• If you choose to, you can assist others with limitations/disabilities in taking cover and hiding.
• DO NOT exit your safe space unless directed by law enforcement or information received through the HDGH communication system that the “Lockdown” has ended.
• As a last resort, and only if your life is in imminent danger, attempt to incapacitate the assailant.
• Act as aggressively as possible; improvise weapons from the area in which you find yourself
• Commit to your actions
d. Conclusion of Lockdown
The lockdown status will only be terminated upon direction from law enforcement.
Questions regarding the health and safety information for visitors should be directed to the HDGH Occupational Health and Safety Department by calling extension 77030.
Our volunteers can be found throughout the hospital delivering compassionate care to our patients and their families, working to help fulfill our vision, mission and values.
Every day, our volunteers enrich the lives of hundreds of patients and their families by giving generously of their time, and contributing to the wellbeing 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 go to www.hdgh.org/volunteers, call 519-257-5111 extension 73345 or email firstname.lastname@example.org.
While HDGH has a fleet of wheelchairs for patients to use during your inpatient stay. Our inventory meets the majority of 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.
Patient Guide 39
Extension Directory A • Acquired Brain Injury Program .......................... 519-257-5458 • ACT 1 Windsor ..................................................... 519-254-3486 • ACT 2 Windsor ..................................................... 519-254-7566 • Addiction Assessment and Referral .................... 519-257-5224 B • Bariatric Treatment and Assessment Centre .......... ext. 79100 • Billing Office ................................................................ ext. 76589 C • Cardiac Wellness Centre ............................................ ext. 72525 • Cashier’s Office ................................................ ext. 76590/75251 • Central Registration ........................................ ext. 74123/74122 • Centre for Problem Gambling & Digital Dependency ............................................................ 519-254-2112 • Clinical Ethicist ...................................... (See Patient Advocate) • Communications ........................................................ ext. 73345 • Community Crisis Centre ................................... 519-973-4435 • Complex Medical Care............................................... ext. 76605 D • Diagnostic Imaging .................................................... ext. 75127 • Donations ..................................................................... ext. 75234 • Dr. Y. Emara Centre for Healthy Aging and Mobility ........................................... see Complex Medical Care E • Environmental Services ............................................. ext. 72311 • Erie St.Clair Home and Community Care Support Services................................................ 1-888-447-4468 F • Food & Nutrition Services ........................... ext. 7DINE/73463 www.hdgh.org 40
G • Geriatric Assessment Program ............................ 519-257-5112 H • Health Information Management office ................. ext. 74122 L • Lost and Found ..................................................... (See Security) 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 • Outpatient Rehabilitation Services ......................... ext. 75200 P • Parking ......................................................................... ext. 72030 • Patient Advocate ......................................................... ext. 74404 • Pharmacy Services ...................................................... ext. 76802 • Physiotherapy Services ............................................... ext. 75207 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 ............................................. ext. 76607 • Respiratory Therapist Services .................................. ext. 76701 Patient Guide 41
S • Security ........................................................................ ext. 72030 • Speech Therapy & Language Services ......... ext. 75200/75207 • Spiritual Care Services .................................... ext. 74817/73647 T • Toldo Neurobehavioural Institute (Inpatient Mental Health) ...............................ext. 77801/77901 V • Volunteer Services ...................................................... ext. 73345 W • Withdrawal Management Services...................... 519-257-5225 www.hdgh.org 42
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. COMPRESSION STOCKINGS Wellness and Moility Inc........................................ 46 INFORMATION & REFERRAL 211 Southwestern Ontario ...................................... 45 MOBILITY AIDS & EQUIPMENT Wellness and Moility Inc........................................ 46 PROSTHETICS Loewen Prosthetic Services Ltd. ............................ 45 PUBLIC HEALTH Windsor Essex County Health Unit ..................... 47 REST HOME Steeves & Rozema Seniors Living.......................... 44 RETIREMENT RESIDENCE Steeves & Rozema Seniors Living.......................... 44 www.facebook.com/patientdirectory.ca http://patientdirectory.ca patientdirectory.ca Quality Healthcare Publications See this publication and more at: Patient Guide 43
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211southwest ca In-Home Supports Emergency Shelter Community Programs
211 IS A FREE, CONFIDENTIAL HELPLINE THAT IS AVAILABLE 24/7 IN 150+ LANGUAGES
Mental Health Supports Health Services Food Security Financial Assistance and more! CALL 2-1-1 to speak to a Community Navigator 24/7! Self-serve at www.211southwest.ca In-Home Supports Emergency Shelter Community Programs
211 CAN HELP PEOPLE ACCESS: HELP STARTS HERE.
211 IS A FREE, CONFIDENTIAL HELPLINE THAT IS AVAILABLE 24/7 IN 150+ LANGUAGES
Mental Health Supports Health Services Food Security Financial Assistance and more! CALL 2-1-1 to speak to a Community Navigator
Self-serve at www 211southwest ca In-Home Supports Emergency Shelter Community Programs Patient Guide 45
SALES•SERVICES•RENTALS 519.563.9288 ADP FUNDING WSIB - ODSP VET’S - NIHB Do You Have Medical Beneﬁts You Maybe Covered Call Today Wheel Chairs Transport Chairs Walkers Lift Chair Power Chairs Compression Incontinence/Catheters Commode Raised Toilet Seat Bathroom Safety Needs Bath Bench/Superpole Custom Bracing Full Electric Hospital Bed CALL US ABOUT OUR HOSPITAL DISCHARGE DISCOUNT Chris Shepley www.hdgh.org 46
DISTRACT Keep your hands busy. DELAY Hold off the urge for at least 5 minutes and the craving will pass. DEEP BREATH Take slow deep breaths. DRINK WATER Sip slowly and stay hydrated. Contact the WINDSOR-ESSEX COUNTY HEALTH UNIT for support with Counselling and Nicotine Replacement Therapy by calling 519-258-2146 ext. 3100 or registering online at wechu.org Patient Guide 47
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PATIENT & FAMILY ADVISORY COUNCIL