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Patient Services Directory - Complimentary Copy -

Contact information: 725 Coursol Road Sturgeon Falls, Ontario P2B 2Y6 (705) 753-3110

www.wngh.ca


Welcome to the West Nipissing General Hospital The West Nipissing General Hospital (WNGH) was built in 1977 in the community of West Nipissing. As a small rural bilingual hospital we are very proud of the people we serve and the quality of care we provide with our excellent team of health care professionals. The WNGH takes pride in our multicultural approach to patient care that is based on respect, compassion, caring and a safe healthy environment for both patients and employees. Our population includes Francophone, Anglophone and Aboriginal people. The WNGH is an 98 bed hospital with 31 acute care beds, 19 complex continuing care beds, 48 Interim Long Term Care beds and two palliative care rooms. As a fully accredited hospital we focus on patient care, community needs with a family centered approach. Outpatient services include a 24/7 Emergency Room with laboratory and diagnostic imaging on site, diabetes education, dietitian, oncology, mammography, OBSP as well as a full endoscopy suite. In addition to the above out-patient services we also provide to the community a wide variety of visiting specialists who perform day surgery procedures, consults and follow up visits for our residents. The Hospital Board of Directors is comprised of fifteen (15) members of the community who are either elected or appointed. Board meetings are open to the public and are normally held on the second Monday of the month except for the months of July & August. The Board of Directors provides governance for the hospital and set policies and ensures adequate controls are in place. The WNGH Foundation Board of Directors provides resources, to raise much needed funds for the West Nipissing General Hospital. The fundraising dollars are spent on capital projects, new equipment and patient programs that promote excellent quality care for our patients and residents of West Nipissing. The opportunities are endless at the hospital for employment, volunteers and fundraising. The WNGH is working in collaboration with Willow Publishing Co. to create a comprehensive Patient Services Directory. The directory will compliment our website and will provide everything you need to know about your hospital stay. As a leader of health care in the community it is our goal to partner with our employees, volunteers, physicians, and within the community and district to ensure viable health care is sustainable for the residents of West Nipissing. Together we can make a difference; this is our community hospital! Cynthia Dèsormiers, President & Chief Executive Officer

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Table of Contents Welcome Message...........................2 Who We Are Vision, Mission and Values........................4

Code of Ethics ................................5 Emergency Department ................7 Hospital Information Directions.................................................10 Admission................................................10 What to Bring/What to Leave at Home.............................................. 10-11 Your Health Care Team............................11

Hospital Services Accommodation.......................................12 Allergies...................................................12 Ambulance Services.................................12 Balloons...................................................13 Bank Machine..........................................13 Billing......................................................13 Cafeteria...................................................13 Cellular Phones........................................13 Discharge.................................................13 Environmental and Porter Services..........13 Fire Safety................................................13 Food Services...........................................13 French Language Services.......................14 Health Card..............................................14 Health Records.........................................14 Hospital Security......................................15

Infection Control......................................15 Internet ....................................................15 Le CafĂŠ etc...............................................15 Lost and Found........................................15 Newspapers..............................................15 Nurse Call System....................................16 Parking.....................................................16 Patient Information..................................16 Patient Registration..................................16 Patient Safety...........................................16 Personal Health Information....................17 Scented Products......................................18 Smoking...................................................18 Spiritual and Religious Care....................18 Students / Post Graduate Placements.......18 Surveys.....................................................19 Taxis.........................................................19 Telephones...............................................19 Television.................................................20 Valuables..................................................20 Visiting Hours..........................................20

Clinical Programs and Services..21 Foundation....................................22 Patient Satisfaction Survey... 23-24 Community Supporters....... Centre of directory

Please note that we are constantly changing to meet your needs. Information presented may be subject to change.

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2013-2018 Strategic Directions and Priorities Our Vision To improve the health and wellness

Capital Planning

of our culturally

Enhance quality of work life and patient experience

diverse community.

Our Mission

Our Values

The delivery of quality

Respect and Dignity

primary healthcare to the population of West Nipissing and surrounding areas.

Patients First Communication Compassion Team Work Safe Environment Accountability

Invest in the organization and in its people

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Partnership for excellent patient-customer-client experience


Code of Ethics Code of Ethics - BUSINESS CONDUCT THE WEST NIPISSING GENERAL HOSPITAL has integrated its ethical responsibilities into its day-to-day operations. 1. To consider first, the interest of our hospital in all transactions and to carry out and believe in its established policies. 2. To buy and negotiate without prejudice, seeking to obtain the maximum ultimate value for each dollar of expenditure so the patient may receive the best care possible at as low a cost as possible. 3. To be receptive to competent counsel for decision making purposes. 4. To respect our obligations and to require that obligations to us and to our hospital be respected, consistent with good business practice. 5. To subscribe to and work for honest truth in all dealings and to denounce all forms and manifestations of bribery. 6. To decline personal gifts and gratuities that might influence decision-making. 7. To avoid deceptive practice. 8. To counsel and assist colleagues in the performance of their duties whenever occasion permits. 9. To cooperate with all organizations and individuals engaged in activities designed to enhance the development of sound hospital administration.

Code of Ethics - PROFESSIONAL CONDUCT THE WEST NIPISSING GENERAL HOSPITAL has integrated its ethical responsibilities into its day-to-day operations. 1. To widely communicate our mission, vision and value statements that reflects our caring and ethical culture. 2. To provide standards together with our mission, vision and value statements when representing the Hospital in its dealings with patients, families and other healthcare providers. 3. To recognize those individual caregivers’ personal cultural values, ethics and religious beliefs may, on occasion, be in conflict with the care or treatment to be provided to individual patients.

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4. To inform patients of research or educational activities that may affect their care. Patients have a right to decide whether to participate in any experimental, research or educational activity. 5. To approve all procedures that encourages the donation of organs and tissues. Our Hospital policy 100.47 requires sensitivity to the family’s circumstances regarding potential donation. 6. The Medical Staff Executive Committee takes all reasonable steps and responsibility to ensure professionally ethical conduct. 7. To process applications for medical staff appointment mandates. 8. To welcome comments from patients and families regarding our services. These comments are used as opportunities to enhance services. 9. The Ethics Committee assists with ethical issues in the patient care, as needed. 10. The Hospital Foundation raises funds for the Hospital, its programs and equipment. 11. To ensure all patients presenting to the Emergency Room are entitled to a health care professional screening process. 12. To ensure privacy and security of all confidential patient information. (Hospital policy 100.43) 13. To recognize, assess and manage pain in a compassionate manner in the early stages as part of our Pain Management Program.

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Emergency Department The Emergency Department at WNGH provides 24-hour emergency services, 7 days a week. When you arrive for care: 1 – Present yourself to the triage desk. Every effort will be made to triage / assess you within 15 minutes of your arrival. 2 – If your case is urgent, you will be sent directly to one of the treatment rooms in the Emergency Department. A Registration clerk will visit you to get the necessary information to register you in the system. 3 – If your case is of a less urgent nature, you will be asked to return to the waiting area. There you will be registered and sent to the appropriate area for care. If your condition should change while you are waiting, please notify the Triage Nurse. Questions and Answers: Why do I have to wait? The Emergency Department does not operate on a first come, first serve basis. Patients are seen according to the seriousness of their medical problem and critically ill patients are always seen first. What is triage? Cases can be classified under five different triage groups: Level I – Resuscitation Conditions that are threats to life or limb (or imminent risk of deterioration) requiring immediate aggressive interventions. Level II – Emergent Conditions that are a potential threat to life limb or function requiring rapid medical intervention or delegated acts. Level III – Urgent Conditions that could potentially progress to a serious problem requiring emergency intervention. May be associated with significant discomfort or affecting ability to function at work or activities of daily living. Level IV – Less Urgent (semi-urgent) Conditions that are related to patient age, distress, or potential for deterioration or complications would benefit from intervention or reassurance within 1-2 hours.

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Level V – Non Urgent Conditions that may be acute but non-urgent as well as conditions which may be part of a chronic problem which may be part of a chronic problem with or without evidence of deterioration. The investigation or interventions for some of these illnesses or injuries could be delayed or even referred to other areas of the hospital or health care system. Reasons for Delays Your treatment in the Emergency Department may take several hours depending on the following: • You may require tests. • You may have to wait for test results. • The emergency physician may need to consult with a specialist If admission to the hospital is required, a bed will be arranged for you. Because this is an emergency admission and not a scheduled one, a bed may not be immediately available. Who Will I see? The Emergency Department is staffed at all times by specially trained emergency physicians and nurses. The emergency Department is also a teaching site for Family Practice and Emergency Medicine Residents. The WNGH is affiliated with the Northern Ontario School of Medicine.

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Don’t Forget To help us better assess your medical history; please remember to always bring a listing of: • Medications you are currently taking, including all prescription, non-prescription and herbal remedies. Please indicate drug name, dosage and how often you are taking it. • List of known allergies (including any to medication) • Medical history (heart disease, diabetes, etc.) If you are bringing a child in, please remember to bring along diapers and your child’s favourite toy or activity books and snacks. You Have Other Choices Fortunately, if your problem is less urgent, there are other options available to ensure that you not only save time, but also get the care that you need. Visit your family doctor or nurse practitioner For less urgent problems, your first choice is to call your family doctor or nurse practitioner. Make sure that you know the office hours and what plans are made for patients when the office is closed. Also, find out what you should do when your doctor is away on vacation. If you have questions about your medications, feel free to talk to your pharmacists or doctor. Don’t have a family doctor? If you do not presently have a family physician, you should take the time to register with Health Care Connect a program designed at finding you a family physician in your area. You can register by calling 1-800-445-1822 or online at www.ontario.ca/healthcareconnect You can also call Telehealth Ontario. 1-866-797-0000 24hrs/7/365

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Hospital Information Directions to the Hospital The West Nipissing General Hospital is located at: 725 Coursol Rd. in Sturgeon Falls, Ontario, Canada. The postal code is: P2B 2Y6.

Your Admission Day Admission All personal information (necessary for hospital and government records) will be considered strictly confidential. It is important that you make staff aware if you have a Health Care Directive or if you have been in a hospital out-of-province during the past year. Hospital wrist identification bracelets are used for all patients.

What to Bring 1. Ontario Health Card 2. All pertinent health insurance documentation for semi-private or private accommodations upon admission 3. Living will or advanced directives for personal care 4. Medications in their original containers Upon admission, if a private or semi-private room is requested, the following information must be presented and completed: • Insurance policy card (insurer’s name, group number, identification, division) • Patient, family member or guardian’s signature on the responsibility for payment form. Although these accommodations cannot be guaranteed at the time of admission, every effort will be made to transfer patients upon availability of preferred accommodations.

Personal Items You should bring only necessary personal toilet articles such as a toothbrush, toothpaste, comb and brush, shaving items, or cosmetics (NO scented products, please). Although the hospital provides patient gowns, you may want your own pyjamas or nightgown together with a bathrobe and slippers.

Medications Bring all current prescriptions and non-prescription medications, in their original containers. Some medications are not supplied by the hospital and you may be required to supply your own. Any medications required during your stay will be prescribed by your doctor and will be brought to you by your nurse.

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Please tell your doctor and nurse if you are allergic to any medications or suffer from any other allergies. If you have any questions about your medications, your doctor, nurse, or hospital pharmacist will assist you.

What Not to Bring Please do not bring: valuable papers or documents, scented personal care products, items of sentimental value, jewellery or expensive clothing, large amounts of cash, alcoholic beverages, TV-VCRs, radios, or plug-in appliances unless otherwise approved by staff. The hospital will not accept responsibility for patients’ personal items and valuables.

Meet Your Health Care Team • Audiologist

• Cardio-Respiratory Team

• Chaplains

• Critical Care Response Team

• Dietitian

• Discharge Planner

• Laboratory Technicians

• Medical Imaging Team

• Medical Learners

• Nurses

• Occupational Therapists

• Palliative Care Team

• Pharmacist

• Pharmacy Technicians

• Physicians

• Physiotherapists

• Physiotherapy Assistants

• Psychologists

• Personal Support Workers

• Respiratory Therapists

• Social Workers

• Students

• Technicians

• Volunteers

• Physician Assistants

• Speech Pathologist

• Diabetic Educator

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Hospital Services Accommodation Our Patient Registration Staff will make every effort to provide you with the type of accommodation you request. Our hospital provides standard ward, semiprivate, and private rooms. Semi-private and private rooms (if requested by you) do cost more and must be paid by you or your insurance company. If you have insurance coverage, please let our staff know.

Allergies Please inform a member of the healthcare team if you have an allergy to medication, products such as latex or perfumes or food allergies to items such as peanuts. Please note that out of respect for those with latex allergies, foil balloons are encouraged for use in the hospital.

Ambulance Services Ontario Ministry of Health Ambulance Fee Requirements All patients, except those listed with special exemption categories below who receive land ambulance transportation deemed medically necessary pay a copayment of $45.00 for the ambulance services rendered. The West Nipissing General Hospital acts as the billing agent although occasionally bills may be issued by the ambulance service provider. When the ambulance transportation is deemed as medically unnecessary, the transportation is not insured under the “Ontario Health Insurance Act” and the patient must pay the billing institution $240.00. Special Exemptions: • The person receives benefits under the Ontario Works Act, the Ontario Disability Support Program Act or the Family Benefits Act • The person receives provincial social assistance (general welfare assistance or family benefits) * Proof of either of the above exemptions must be provided to the West Nipissing General Hospital Accounting Department. Other exemptions include the following: • The person is being transferred from one health facility to another for insured, medically necessary treatment • The person is enrolled in the ministry’s Home Care Program • The person is living in one of the following facilities licensed or approved by the Ministry of Health and Long Term Care: nursing home; home for the aged; rest home; home for special care; home for residence for psychiatric patients

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Balloons Since latex balloons can cause allergic reactions in some people, we ask that no latex balloons be brought onto the premises, however foil balloons are permitted (Policy # 100.41 item 1.2)

Bank Machine A 24-hour bank machine is located at the main entrance.

Billing Patient Accounts may be settled at the Accounting Department, located across from our cafeteria.

Cafeteria The Cafeteria is located at the South corner of the hospital. Cafeteria services features beverages, sandwiches, hot meals and baked goods. The Cafeteria is open daily, Monday to Friday, from 11:15 to 13:00 and closed on weekends.

Cellular Phones Cellular phones are restricted in all patient care areas of the hospital. This restriction is in accordance with the Privacy Legislation.

Discharge Discharge time for inpatient units is 11:00 a.m. To avoid additional charges, please make sure you leave your room by discharge time and allow it to be prepared for the next patient.

Environmental and Porter Services Your room and bathroom will be cleaned routinely by a service attendant from the Environmental Services Department. Your bedding will be changed regularly.

Fire Safety You may hear one of our monthly fire drills during your hospital stay. When you hear the fire alarm, please return to your room. We will inform you should any action become necessary.

Food Services Patients in the Acute Care and Complex Continuing Care departments will receive tray service for breakfast, lunch and supper. Long Term Care residents are escorted to the designated dining room for all meals with the exemption of outbreak periods. The Cafeteria and Le CafĂŠ etc... are also available for nourishment. Vending machines are located near the main entrance.

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French Language Services Services en français sont disponibles sur demande. French language services are available upon request. West Nipissing General Hospital is designated under the French Language Services Act.

Health Card Your Ontario Health Card should be carried with you at all times as it is key to the provision of insured hospital services. West Nipissing General Hospital recognizes that in an emergency, you may not remember to bring you health card. If this is the case, you will have an additional 24 hours to provide it. Regardless of whether you have a health card with you, you will receive treatment. The Ministry of Health and Long Term Care does not reimburse hospitals for nonemergency procedures when a patient does not have a valid health card. Patients who do not have a valid health card will be billed for their hospital visit. If you do not have your valid Health Card or have lost it, please contact Service Ontario at 1-888-376-5197 you can also change your address online.

Health Records Keeping your personal health information confidential is of the utmost importance at the West Nipissing General Hospital. The information documented in our centralized health record is compiled by healthcare professionals providing care and used for continuum of care throughout the organization. Hours of operation: 08:00 – 16:00, Monday to Friday Release of patient information: An original consent from the patient or his/her legal representative is required to release personal health information. The consent must be directed to the Health Records Department of the West Nipissing General Hospital, witnessed and dated within 60 days. The consent must identify specifically the visit or clinical information to be released. For your information, the current fee schedule is as follows: (Policy # 750.03) Patient’s own record: Basic Fee ($25.00) + HST ($3.25) = $28.25 Time of birth: Basic Fee ($40.00) + HST ($5.20) = $45.20 The basic fee allows 10 photocopied documents. Any additional photocopies are billed at 50 cents/copy. For information about accessing your personal health information, please contact the Coordinator of Health Records or delegate at (705) 753-3110, ext. 249.

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Hospital Security Hospital staff and volunteers are easily identified by their Photo Identification badge. Please notify a staff member immediately if you observe any suspicious activity or individuals, have any security concern, or if you have lost a personal item.

Infection Control It is important that visitors be free from colds and other infectious diseases. Visitors are asked to wash their hands with the alcohol rinse located outside each patient room, and at the entrance to each department. As a patient, also be sure to wash your hands well after using the bathroom, and each time you leave or enter your room. If you require isolation precautions, your visitors may be limited. Staff and visitors will be required to take special precautions to prevent the spread of infections. Your visitors should report to the nurse’s desk for instructions before they enter your room. Visitors should not visit room to room. Because of the recent increase in antibiotic resistant germs worldwide, we have developed a screening process for all newly admitted patients. If you have been a patient in any health care facility in the last year, the nurse will perform a swab. This has been effective in keeping these germs controlled or eliminated in the hospital environment.

Internet Free Wi-Fi is available in certain location within the hospital.

Le CafĂŠ etc... Le CafĂŠ etc... is located near the Main Entrance. Hours of Operation are posted internally. Open 7 days a week.

Lost and Found If you have lost an item or you would like to report a found item, please contact Patient Registration, located at the main entrance from 07:00 to 23:00.

Newspapers Newspapers are located near the main entrance; the community voices flyer is available FREE for all patients in the main entrance.

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Nurse Call System Every patient has the ability to call for assistance whenever necessary. Your nurse will explain how the nurse call system works when you are admitted to your room. Patients also have the ability to call for assistance from all washrooms located on patient care units. To activate the system, press the push button or pull the cord; this will transmit your call to the nursing station. If you are having difficulty accessing the call bell, please inform the nursing staff so they can adapt the call bell for better accessibility.

Parking Visitors, family members, and outpatients have the following options relating to the pay parking: • Pay a $3.00 fee per visit in the east side parking lot or $2.00 per visit in the south parking lot; or • Purchase a parking cards for long-term parking from the Accounting office at a monthly fee of $22.00 plus $5.00 deposit for the parking card.

Patient Information Patient room numbers and telephone extensions are provided by the Switchboard at “0”.

Patient Registration Patient Registration or commonly referred to as, Information is available from 07:00 to 23:00

Patient Safety Patient Safety is now a national issue and on the agenda of every healthcare facility in America, including the West Nipissing General Hospital. The Canadian Health Accreditation Report (September 2014) outlines leading best practices, which the West Nipissing General Hospital is committed to exploring and implementing to promote quality and safe health care. Improved patient safety initiatives will move patient safety from theory into practice at the delivery level. The West Nipissing General Hospital has undertaken the following patient safety initiatives to date: • Developing a culture of safety that promotes error reporting with a focus on system errors and a no-blame approach; • Near-miss, adverse event and sentinel event reporting; • Disclosure policy for reporting errors to patients and families; • New medication improvement report;

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• Potential incident report which focus on communicating and preventing errors; • Patient and staff safety is a standing item on all department meetings; • Development and monitoring of performance and health care indicators; • Utilizing workload measurement tool; • Adoption of the Ontario Hospital Association (OHA) “Safer Health Care Now “ Campaign which promotes patient involvement in safe health care. • Medication reconciliation; • Staff education on Patient Safety; • Hand Hygiene Campaign; • Utilize research and best practices to evaluate and improve safe patient care at West Nipissing General Hospital. A collaborative approach is needed to improve patient safety. This approach is supported by the West Nipissing General Hospital Board of Directors, the management team and all employees.

Personal Health Information When you are a client or patient of the West Nipissing General Hospital we will ask you for sensitive information about your health and your family’s health which will enable us to provide the best possible care for you. This sensitive information is given to your caregivers who care for you. All of our employees, professional staff (doctors, nurses, clinicians) volunteers and students understand that your sensitive information is private and can only be used or accessed when providing care for you. We ensure that only those people who need to see your personal health information are allowed to look at it. We protect your information using policies and security measures under the Personal Health Information and Protection Act (PHIPA). At times we contract people to provide services for West Nipissing General Hospital and they may have access to your information. We take contractual steps to make sure this information is kept private at all times. If we use your information for any purpose other than our main activities, such as providing care, teaching, improving quality of care, administration of West Nipissing General Hospital and statistics, we will ask your permission. Sometimes the law requires us to give information about you, such as to OHIP for payment. We will only disclose your information when the law requires or permits us to do so. UNLESS YOU TELL US NOT TO : we will disclose your information to other health care providers in the “Circle of Care” who need to know this information to provide you with care or help provide you with care.

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We will tell anyone who calls the WNGH asking about you, that you are in the hospital and which nursing unit you are on. With your permission, we may give your name and address to our Hospital Foundation, which may contact you for fundraising purposes. To make a complaint or express a concern relating to privacy, or to get more information about how we may use or disclose your information, please contact: Cynthia Desormiers Chief Executive Officer Telephone: (705) 753-3110 ext. 215

Scented Products Due to increased allergies and sensitivities among the public, patients, and staff; our hospital has adopted a No Scent Policy. Please refrain from wearing perfumes, aftershaves, scented hair sprays, hand lotions, baby lotion, and deodorant while at the West Nipissing General Hospital.

Smoking The West Nipissing General Hospital promotes a 100% smoke free environment with a patient designated area located near the main entrance only. All other areas of the hospital are off limits. WNGH will be 100% smoke free facility by January 1, 2018.

Spiritual and Religious Care The WNGH provides non-judgmental support to all people, regardless of religious, spiritual background, or belief systems. We offer bedside visitation, assist in communication with family members, provide/assist in arranging religious rituals such as Communion, or Sacrament of the Sick. You may request a visit from a priest/minister or clergy by asking your nurse. The Chapel is located at the end of the main corridor. It is always open to patients, their families, physicians, staff and friends for meditation and prayer.

Students / Post Graduate Placements West Nipissing General Hospital is an affiliated teaching site of the Northern Ontario School of Medicine (NOSM), University of Ottawa and McMaster University. Our learners are multi-cultural and multi-faith. Being a university and college-affiliated hospital keeps West Nipissing General Hospital at the forefront of patient care, medical knowledge, and health-related research. It is important to provide excellent patient care while educating and training the doctors, nurses and allied healthcare professionals of tomorrow. Students and post graduate trainees are considered part of the health care team and are supervised by one of the professional staff. They will introduce themselves to you, however, at all times, your attending physician or a hospital staff member is ultimately responsible for you care and treatment.

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As a patient in a teaching site, you have the opportunity to participate in the training of health professionals of the future. As a patient, you also have the right to decline to have a student or post graduate trainee involved in your care. Should you have any questions regarding the involvement of students or post graduate trainees in the delivery of your care, please discuss them with your attending physician or the nurse in charge.

Surveys Part of being a community hospital is knowing your “community”. This is accomplished by taking the time to listen to what is important to people and their loved ones. At West Nipissing General Hospital we use patient satisfaction surveys as one way of finding out if we are meeting your health care needs. We have provided a copy in this booklet, please take the time to fill it out and return it.

Taxis The provider for West Nipissing is Le Taxi – (705) 753-9998

Telephones Telephones are available in patient rooms for a minimal fee. To place a local call, dial “9” and the desired number. To place a long distance call, dial “0” and give the information to the switchboard, which will reach the operator, who will then place your call. You are encouraged to use your long distance Calling card. The long distance call will be charged to your number or the charges will be reversed. Patients are responsible for all long distance charges. Pay phones are available at the entrance of the emergency department and also near the main lounge.

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Television TV rental is available for patients at a charge of $10.00/week. per month. Patients desiring to use the radio or TV will be required to use earphones. A television is provided in the patient lounge in your unit and in the Main Lounge.

Valuables All valuables must be kept at home. The Hospital is not responsible for the loss, theft or damage of any personal items, such as TV, DVD, and personal computer.

Visiting Hours • The West Nipissing General Hospital supports a 24 hour visitation program for all patients and residents • All children less than 12 years of age must be accompanied by an adult at all time(s). • No more than 2 visitors will be permitted at any one time in a patient’s room, except for compassionate reasons. • No children under 12 years of age will be permitted to visit in Isolation Rooms.. All visitors shall conform to appropriate isolation techniques and will be provided with instructions from the nursing staff. • At the discretion of the nurse, one visitor may accompany a patient in the Emergency Department or Operating Room. • Visitors will present at the Information Centre to request the room numbers of patients.

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Clinical Programs and Services  Laboratory (Bacteriology, Chemistry, Hematology, Transfusion medicine)  Radiology (X-ray, Fluoroscopy)  Mammography, Breast screening  Cinematography (Ultrasound, echocardiography, electrocardiography)  Emergency Department  Infection Prevention & Control  Nursing (acute care, complex continuing care, interim long term care)  Operating Rooms  Pharmacy  Clinical Nutrition  Dietary  Physiotherapy  Respiratory Therapy  Occupational Therapy  Oncology  Diagnostic Sleep Clinic  Mental Health & Substance Abuse  Crisis Intervention  Diabetes Management  Ambulatory Care (regular cardiology, urology, nephrology, pediatric, otolaryngology, gynecology and psychiatry clinics with consultation and follow-up visits by specialists)  Cardiac Rehabilitation  Telemedicine (OTN)  Information Technology

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Foundation The West Nipissing General Hospital Foundation was incorporated on August 4th, 1995. It has had many successful fundraising campaigns. Its largest was the Health Vision 2000 campaign that spear headed the construction of the West Nipissing Health Centre, the corridor physically linking the West Nipissing General Hospital and the Au Château home for the aged which had the ultimate goal of providing a common space for the local physicians and enhancing access to primary health care for the residents of West Nipissing. Many other successful events include the annual golf tournament, letter campaigns, “Girls Night In”, and a Run for Health “In Memoriam” donations are recognized as such and specific donations may be made on behalf of a loved one. The initial creation of the Foundation was to help fund specific equipment which at the time was a Mammography Unit. Now, twenty one years later we are fundraising for new equipment each year. Medical advances and technology are becoming increasingly expensive and heighten the importance of a strong foundation and your continued contributions to community health care. Annually the Foundation donates approximately $50 000.00 towards new equipment. The newly revised mission statement is “to inspire and engage the residents of West Nipissing to give generously to support high quality healthcare.” Our core values are to: Strive to inspire community support; Build lifelong relationships; Create a sense of trust and accountability; Collaborate as a team to achieve greater heights; Ensure that all activities are donor-centered and effectively governed; Emit an entrepreneurial spirit; Involve both internal & external stakeholders; Commit to greater excellence; Innovative new funding approaches. People now have the option of donating from the comfort of their own home by visiting: www.wngh.ca and clicking on the “I donate through Canada Helps.org” button. This easy process will help make your donation as effortless as possible and will provide you with a printable receipt.

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Disclaimer / Remarque: This document is CONFIDENTIAL once completed. Le présent document est CONFIDENTIEL une fois rempli.

Hôpital général de Nipissing Ouest West Nipissing General Hospital 725 chemin Coursol Road, Sturgeon Falls, ON P2B 2Y6

PATIENT SATISFACTION SURVEY

SONDAGE SUR LA SATISFACTION DES PATIENTS Please provide us with your comments in order to improve our services and make your next visit better. Veuillez nous fournir vos commentaires afin que nous puissions vous offrir de meilleurs services et améliorer votre prochaine visite.

Department accessed during this visit Service consulté au cours de la présente visite (Veuillez cocher la case appropriée.) A) Alliance Centre / Centre Alliance Medical / Nursing Care Soins médicaux, soins infirmiers … Mental Health / Santé mentale

… Diabetes Management / Gestion du diabète … Oncology / Oncologie … Emergency / Urgence … Enhanced Care Unit / Unité de soins accrus … Ambulatory Clinic / Clinique ambulatoire … Operating Room / Salle d’opération … Nursing Care Unit / Unité de soins infirmiers … Complex Continuing Care / Soins continues complex

… Crisis Intervention / Intervention d’urgence

Diagnostic/Therapeutics / Imagerie diagnostique … X-Ray / Radiologie (rayons X) … ECG … Mammography / Mammographie … Ultra Sound / Échographie (ultrason) … Respiratory Therapy / Thérapie Respiratoire … Laboratory

/ Laboratoire

Other Services / Autres services … Physio / Physiothérapie … Occupational Therapy / Ergothérapie … Telehealth / Télésanté … Dietician / Diététiste

B) CAREGIVERS (i.e., nurses, technicians, therapists) care: SOINS FOURNIS PAR LES FOURNISSEURS DE SOINS (infirmières, techniciens, thérapeutes) : Please rate the following qualities using the following scales. For IMPORTANCE; rate how important this quality is in the care you receive (Please Circle your rating)

TODAY’S VISIT IMPORTANCE

VISITE D’AUJOURD’HUI

Knowledge --Connaissances Communication skills --Aptitudes à la communication Treatment Plan --Plan de traitement Discharge Planning --Planification du congé

Explained thoroughly, simply, understandable Explication complète, simple, compréhensible Diagnosis, medications, procedures explained in detail? Explication en détail du diagnostic, des médicaments et des procédures Medications, support services, homecare, follow-ups Médicaments, services de soutien, soins à domicile, suivi

7111010-01699 (2011/05) © West Nipissing General Hospital – 2014-07

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A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

Excellent Excellente Good Bonne

1

Neutral Neutre Not Important Pas important

Poor Mauvaise

Trust --Confiance

Friendly, kind, caring, respectful Accueillant, gentil, bienveillant, respectueux Trustworthy, safe, secure, confident, dignified Digne de confiance, fiable, confiant, digne Knowledgeable, efficient, great skills Bien informé, efficace, excellentes compétences

Satisfactory Satisfaisante

Courtesy --Courtoisie

EXAMPLES / EXEMPLES

Important

QUALITIES / QUALITÉS

Very Important Très Important

--------------------------------------------

Évaluez les éléments qui suivent au moyen des échelles suivantes. Pour l’IMPORTANCE, indiquez dans quelle mesure la qualité est importante à l’égard des soins que vous avez reçus. (Veuillez encercler vos réponses)

COMMENTS COMMENTAIRES


Disclaimer / Remarque: This document is CONFIDENTIAL once completed. Le présent document est CONFIDENTIEL une fois rempli.

C) PHYSICIANS (i.e., doctor) CARE / SOINS FOURNIS PAR LES MÉDECINS : Please rate the following qualities using the following scales. For IMPORTANCE; rate how important this quality is in the care you receive (Please Circle your rating)

TODAY’S VISIT IMPORTANCE

VISITE D’AUJOURD’HUI

Knowledge --Connaissances Communication skills --Aptitudes à la communication Treatment Plan --Plan de traitement Discharge Planning --Planification du congé

Explained thoroughly, simply, understandable Explication complète, simple, compréhensible Diagnosis, medications, procedures explained in detail? Explication en détail du diagnostic, des médicaments et des procédures Medications, support services, homecare, follow-ups Médicaments, services de soutien, soins à domicile, suivi

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

1

2

3

4

A

B

C

D

Excellent Excellente Good Bonne

1

Neutral Neutre Not Important Pas important

Poor Mauvaise

Trust --Confiance

Friendly, kind, caring, respectful Accueillant, gentil, bienveillant, respectueux Trustworthy, safe, secure, confident, dignified Digne de confiance, fiable, confiant, digne Knowledgeable, efficient, great skills Bien informé, efficace, excellentes compétences

Satisfactory Satisfaisante

Courtesy --Courtoisie

EXAMPLES / EXEMPLES

Important

QUALITIES / QUALITÉS

Very Important Très Important

--------------------------------------------

Évaluez les éléments qui suivent au moyen des échelles suivantes. Pour l’IMPORTANCE, indiquez dans quelle mesure la qualité est importante à l’égard des soins que vous avez reçus. (Veuillez encercler vos réponses)

COMMENTS COMMENTAIRES

D) CONFIDENTIALITY (Please place check mark) / CONFIDENTIALITÉ (Veuillez cocher la case appropriée.) In your opinion, was your sensitive health information treated in a respectful and confidential manner? À votre avis, a-t-on traité vos renseignements personnels sur la santé de façon respectueuse et confidentielle? … YES / OUI … NO / NON If no, please explain / Si vous avez répondu non, veuillez expliquer :

E) OVERALL IMPRESSIONS / COMMENTS / SUGGESTIONS: (i.e., very clean facilities, great care received in

the Emergency dept.) IMPRESSIONS GÉNÉRALES, COMMENTAIRES ET SUGGESTIONS (p. ex. établissement très propre, très bons services reçus au Service des urgences)

F) Would you recommend the West Nipissing General Hospital to your family and friends? … YES … NO Est-ce que vous recommanderiez l’Hôpital général de Nipissing Ouest à votre famille et à vos amis? … OUI … NON G) If you would like us to reply to your comments, please provide your name, address and telephone number. Si vous voulez une réponse à vos commentaries, veuillez fournir votre nom, adresse et numéro de téléphone.

Please return your completed questionnaire to: On site / Sur place : Deposit the survey in the boxes identified for that purpose. / Déposez le questionnaire dans une des boîtes prévues à cet effet.

7111010-01699 (2011/05) © West Nipissing General Hospital – 2014-07

Thank you! - Merci! Mail to:

West Nipissing General Hospital, Administration 725 Coursol Rd., Sturgeon Falls, ON P2B 2Y6 Par la poste : Hôpital général de Nipissing Ouest, Administration 725, chemin Coursol, Sturgeon Falls (Ontario) P2B 2Y6


Community Supporters Index Disclaimer: We thank all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by our hospital of any particular goods or services and our hospital cannot be responsible for the goods and services which appear in those advertisements.

Aids Committee

Personal Emergency Response

Aids Committee / Comité du sida..............2

Helpline......................................................2

Alzheimer Society

Personal Medical Alarm/Button

Alzheimer Society / Société Alzheimer.....3

Helpline......................................................2

Childrens Services

Pharmacy

Ontario Works District of Nipissing..........3

Pharmasave Aubin Pharmacy / Pharmacie Aubin Pharmasave....................4

Denturist North Bay Denture Clinic..........................5

Emergency Medical Services Ontario Works District of Nipissing..........3

Home Care Services Senior’s Helping Hands Services / Services d’Appuis aux Aînés.....................4

Home Health Care Services ParaMed.....................................................5

Housing Services Ontario Works District of Nipissing..........3

Physiotherapy Community Physio / Physio Communautaire..............................5

Respite Care Marina Point Village..................................3 ParaMed.....................................................5 Senior’s Helping Hands Services...............4

Retirement Residences Marina Point Village..................................3

Sports Injury

Independent Living

Community Physio / Physio Communautaire..............................5

Helpline......................................................2

Transportation

Insurance Rivet Insurance / Assurance Rivet.............5

Senior’s Helping Hands Services / Services d’Appuis aux Aînés.....................4

Massage

Women’s Support Services

Community Physio / Physio Communautaire..............................5

Ojibway Women’s Lodge...........................5

Member of Parliament Marc Serre M.P. / Député...........................2

Palliative Care Near North Palliative Care Network (N/PS).........................................3

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HIV/AIDS & Hepatitis C www.aidsnorthbay.com

We can help. 705-497-3560

See this publication and more at: West Nipissing Hospital Services Directory Ad one third page horizontal 6" X 2.813"

patient directory .ca

Bureau Sturgeon Falls Office 94, rue King Street Unit/Bureau 1 Sturgeon Falls, Ontario, P2B 2Z5 Tel/Tel: (705) 580-2584 Business Hours: Monday to Friday 10AM to 2PM

Heures d’affaires : lundi au vendredi 10 h`a 14 h

Quality Healthcare Publications

Your Local 24 Hour Personal Emergency Response Experts Low Monthly Cost  No Minimum Rental Period Call your local provider for

FREE INSTALLATION* (705) 497-8010 / (800) 667-8019 www.helplinemedicalalarm.ca *Please refer to this ad. Some restrictions apply.

2


Near North Palliative Care Network (N/PS) Providing free support for the terminally ill and their families. Call us today for compassionate support. We are here to help.

1-800-287-9441 www.nnpcn .com

Nous sommes là pour vous aider. North Bay

Mattawa

West Nipissing

The The District of Nipissing Social Services Administration Board District of Nipissing Social Services Administration Board Helping people is the Helping people is the is working towards a vision of: is working towards a vision of: focusfocus of our of work. our work. Healthy Communities Without Poverty . . Healthy Communities Without Poverty Whether you you needneed financial and and employment assistance, an an Whether financial employment assistance, ambulance, or affordable housing and quality childcare, we’re ambulance, or affordable housing and quality childcare, we’re there when a little support can can make a world of difference. there when a little support make a world of difference.

Together withwith our our Together community partners, community partners, we can we accomplish can accomplish many goodgood things. many things.

Nipissing Social Services offices are located in North Bay,Bay, Nipissing Social Services offices are located in North Mattawa, Sturgeon Falls and Whitney. Mattawa, Sturgeon Falls and Whitney. VisitVisit our our website at www.dnssab.on.ca or call website at www.dnssab.on.ca or 705-474-2151. call 705-474-2151.

MarIna PoInt VILLaGe

RetiRe to the Waterfront in noRth Bay! independent apartments & Full Service Suites available 225 oak Street West, north Bay on, P1B 0a9 705.474.9494 www.autumnwood.ca

3


Senior’s Helping Hands Services Services d’Appuis aux Aines

Pharmacie aubin Pharmacy • Blister Packaging / Emballages Coques • Compression Stockings / Bas De Soutien • Home Health Care Products / Produits De Soins De Santé • MedsCheck Consultations / Consultations Bien Vivre • Gift And Phone Cards / Cartes Cadeaux et Cartes Téléphoniques • Ostomy Supplies / Produits Pour Soins Stomiques O P e n : M O n D Ay – F r i D Ay 9 - 5 | w E E k E n D C lO S E D

220 kinG ST | STurGEOn FAllS, On | 705.223.0494

...if you can THINK it, we can INK it! Tel.: 613-475-2927 • 800-339-5662 15681 Hwy 2, Brighton, ON K0K 1H0

info@willowpublishing.com www.willowpublishing.com

4


Full range of professional services in your home and in the community 24 hours a day, 7 days a week. Professionals and sPecialists in:

• Nursing • Caregiver relief • Palliative care

• Home support • Companion aide • Infant and child care

One of Canada’s largest home care providers. P r o v i d i n g C h o i C e s • P r o v i d i n g s o lu t i o n s

(705) 495-4391 • www.paramed.com

north Bay Denture CliniC Dmitri iounatanov DD, RDT Denture Specialist

COMMUNITY

COMMUNAUTAIRE DANIEL RONDEAU, BScPT Registered Physiotherapist

T. J. MacGregor, RMT

Complete Denture Care

Registered Massage Therapist

805 FisheR sT. | NoRTh Bay, oN | P1B 2G1

219 O’Hara St., Suite B Sturgeon Falls, ON P2B 1A2

705-472-8300 1-877-335-3233

TelePhoNe: Toll FRee:

Tel 705-753-6224 • Fax 705-753-6269 physio@thot.net

5


6


Your Health Care Be Involved

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

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

www.oha.com

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Notes

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West Nipissing General Hospital patient services directory