Mackenzie Health Guide for Patients and Families

GUIDE FOR PATIENTS AND FAMILIES — EVERYTHING YOU NEED TO KNOW AS A PATIENT AT MACKENZIE RICHMOND HILL HOSPITAL

Your Health Care - Be Involved

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Guide for Patients and Families

Welcome to Mackenzie Health At Mackenzie Health, we pride ourselves on creating a worldclass health experience for patients and visitors. This means we work hard to provide high-quality, compassionate and timely patient-centred care for you and our community.

This guide contains important information on our programs, services and amenities for use during your hospital stay.

We understand that being in the hospital can be a stressful and unfamiliar time for you and your family, and we will do everything we can to make your stay as comfortable as possible. If at any time you would like to discuss your care, please ask to speak with the manager or patient care coordinator in your area.

Your comments and suggestions are valuable to us. During or after your stay, let us know how well we met your needs by emailing or calling our Patient Relations department. They can be reached at ext. 7494 from any phone within the hospital or at patientrelations@mackenziehealth.ca. More information on how to provide feedback is on page 11 of this guide.

Sincerely,

Altaf Stationwala President and CEO Mackenzie Health

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Contents Welcome to Mackenzie Health

• Patient Declaration of Values ....................................................................... 4 • About Mackenzie Health............................................................................... 5 • Frequently called numbers ........................................................................... 7 • Patient safety - understanding your role ...................................................... 8 • Get involved.................................................................................................. 10 • Volunteer • Mackenzie Health Foundation • We want to hear from you: Patient Relations .............................................. 11

During your stay or visit: Information for patients and visitors

• Accessibility Services..................................................................................... 12 • Accommodations .......................................................................................... 12 • About your room options • Food services for patients • Housekeeping • Patient TV, phone and internet/Wi-Fi • Consent for treatment .................................................................................. 15 • Ethics service ................................................................................................ 15 • Infection prevention and control .................................................................. 16 • Health and safety .......................................................................................... 17 • Balloons • Scent-free environment • Security • Smoke-free property • Violence-free environment • Main lobby and reception desk .................................................................... 18 • Lost and found • Mail • Newspapers • Parking .......................................................................................................... 18 • Privacy........................................................................................................... 19 • Spiritual care ................................................................................................. 19 • Bereavement support • Multi-faith room • Trillium Gift of Life ........................................................................................ 20

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• Medical Assistance in Dying (MAiD).............................................................. 20 • Visiting hours ................................................................................................ 20 • Connecting your loved ones virtually • What to leave at home ................................................................................. 21

On-site services

• Food services ................................................................................................ 22 • Central Bistro • Tim Hortons • Vending machines • Hair salon ...................................................................................................... 22 • Shopping ....................................................................................................... 22 • Bank machines • Gift shop • Pharmacy • Public pay telephones ................................................................................... 23 • Public washrooms ......................................................................................... 23

Leaving the hospital

• Arranging for in-home or outpatient health services ................................... 24 • Home at Last program .................................................................................. 25 • Paying a hospital bill ..................................................................................... 25 • How to pay your hospital bill • Recognizing exceptional service ................................................................... 26 • MackenzieHelps ............................................................................................ 26

Patient notes Please note: We are constantly adapting to meet your needs.

Information presented in this directory is subject to change.

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Welcome to Mackenzie Health Patient Declaration of Values As a patient at Mackenzie Health, I expect:

Excellent care •

Timely and professional treatment

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A clean and safe environment

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Progressive approaches to meeting my health care needs

Respectful care •

My family and I will be treated with compassion and respect

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Staff, physicians and volunteers will act with honesty and integrity

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Diversity and individual needs will be recognized and treated appropriately

Clear communication •

To be informed, educated and involved in decisions about my care

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My personal health and medical information will be kept confidential

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The entire health care team will work together to ensure seamless care

Accessibility for all

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A barrier-free environment

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Consideration for special needs

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Plain language explanations

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About Mackenzie Health Mackenzie Health is a dynamic regional health care provider, which includes Mackenzie Richmond Hill Hospital, Cortellucci Vaughan Hospital, and a comprehensive network of community-based services.

In March 2017, the organization received its second consecutive award of Accreditation with Exemplary Standing from Accreditation Canada for its commitment to safety and quality patient care. This is the highest rating a Canadian health care provider can receive.

Mackenzie Health is also the first Canadian acute-care hospital with an emergency department and intensive care unit to receive Healthcare Information and Management Systems Society (HIMSS) Electronic Medical Record Adoption Model (EMRAM) Stage 7 certification. Stage 7 certification means that Mackenzie Health has fully-implemented a paperless environment through Electronic Medical Records (EMR) and digital health solutions that benefit the patient experience and care delivery.

Guided by a vision to create a world-class health experience, Mackenzie Health has a focus on the patient and is dedicated to patient needs now and in the future. With over 500,000 residents in Western York Region, Mackenzie Health is proud to serve one of the fastest growing and most diverse communities in Canada. For more information, please visit mackenziehealth.ca.

Our dedicated team includes more than 4,000 staff and more than 650 affiliated physicians. We are also home to many specialized services including regional expertise for the Sorbara District Stroke Centre for York Region, York Region Chronic Kidney Disease Program, York Region Domestic Abuse and Sexual Assault (DASA) Care Centre, York-Simcoe Brain Injury Services and the Centre for Behaviour Health Sciences.

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Our...

Vision: Create a world-class health experience Mission: Relentlessly improve care to create healthier communities Values: Excellence • Leadership • Empathy Guiding principles: Teamwork • Accountability • Safety Character: Professional • Friendly • Expert Commitment to caring Mackenzie Health’s commitment to caring is a set of guiding principles for everyone who works, volunteers, visits or receives care at the hospital. Mackenzie Health is committed to providing a safe, caring and inclusive environment where we:

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Treat one another with compassion, kindness, courtesy, respect and dignity

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Recognize the unique role and contribution of each individual

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Work together

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Listen and communicate responsibly

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Take responsibility for our actions

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Act with integrity and fairness

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Resolve differences and concerns in a sensitive and timely way

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Frequently called numbers If you are calling from within the hospital, simply dial the four-digit extension of the area you wish to reach. If you are calling a patient or a hospital department from a different phone, please dial 905-883-1212 from Richmond Hill, 905-417-2000 from Vaughan, or TTY 905-883-2123, and enter the extension of the person you wish speak to. If you don’t know the extension, enter “0” to reach the Call Centre.

Call Centre (Food services, housekeeping, patient location inquiry, lost and found) ........................................ ext. 0 Chaplain’s Office ...................................................................... ext. 7562 Mackenzie Health Foundation ..................................................ext. 2032 Patient Accounts .......................................................................ext. 3168 Patient Relations. .......................................................................ext. 7494 Parking Office ............................................................................ext. 3070 Retail Pharmacy (PureHealth Pharmacy) ...................................ext. 2070 Security Office............................................................................ext. 6666 Volunteer and Community Resources ...................................... ext. 2057 Visit our website: mackenziehealth.ca Our goal is to ensure that our Guide for Patients and Families is valuable to our patients. Your feedback will help us improve future versions.

Contact publicaffairs@mackenziehealth.ca with your suggestions.

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Patient safety - understanding your role Patient safety is our number one priority. You are our partner in keeping you safe while in our care. Here are actions we can take together to make your hospital stay safer:

1. ASK QUESTIONS about your care.

Every time you talk with a doctor, nurse or pharmacist, ask the following questions to better understand your health. If you don’t understand the information given to you, ask to have it explained to you again.

1. What is my main health problem?

2. What do I need to do?

3. Why is it important for me to do this?

2. TELL US about your health history.

Have you had any recent hospitalizations or other health concerns we should be aware of?

3. CLEAN YOUR HANDS and remind others.

Practicing good hand hygiene is the best way for you and those caring for you to prevent the spread of germs. Everyone should clean their hands when they enter and exit the hospital, as well as when they leave and enter your hospital room. All staff are required to clean their hands before and after providing care. Please look for hand sanitizers, located at every entry/exit and in each patient room.

4. KNOW AND UNDERSTAND your medications.

Remember to bring all your medications (in their original packaging) or a complete list with you to the hospital.

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The pharmacist or pharmacy technician will begin your medication assessment.

After this assessment is complete, you need to send your medications home for safekeeping. Tell a member of your hospital team if you have ever had an allergic or bad reaction to any medicine you have received in the past.

When you leave the hospital, make sure you take your prescriptions and the after-visit summary. This is a list of your medications with instructions to start, stop or change any medications, next steps and follow-up instructions.

Share these documents with your community drug store and your family physician.

These are important documents that will help continue your care after returning home.

Before starting a new diet or beginning to take any new drugs, vitamins, etc. please check with your doctor.

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5. HELP prevent falls.

Falls are the leading cause of injury for seniors.

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Ask if you need help with tasks such as going to the bathroom, getting in and out of bed or reaching for belongings.

Let others know if you feel dizzy or have fallen in the past.

Be sure your bed is low enough so your feet can touch the floor.

Use the side rails on your hospital bed and handrails and grab bars provided in washrooms.

Always wear proper footwear such as non-slip slippers, supportive walking shoes or running shoes.

Make sure the call bell at your bedside is within easy reach to get help when you need it. If you or your loved one is having trouble concentrating or remembering things, let a member of the health care team know. There may be reasons why this could be happening, and we are here to help.

6. EXPECT to be checked.

We check that you are the right patient before providing care. The It Takes Two to Identify You campaign reminds our team to check at least two identifiers to confirm each patient’s identity at critical steps in the care journey. This helps ensure we provide the right care to the right patient and avoid delays or mistakes in treatment due to confusion over patient identity.

The team will use two independent identifiers to confirm your identity — your hospital wrist band and confirming information such as your full name, home address or date of birth. This will happen multiple times during your hospital stay because keeping you safe is our number one priority. Please expect to be checked. If we haven’t done it, ask us!

You are a partner in your care.

7. RESPECT others and expect it back.

We support a violence-free environment and are committed to creating a safe place for everyone who enters our doors. Physical or verbal abuse will not be tolerated at Mackenzie Health.

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Get involved Volunteer Volunteers at Mackenzie Health play an integral role in providing a world-class patient experience. Volunteer and community resources is responsible for Mackenzie Health’s volunteer program. Volunteer placements are designed to help enhance the patient experience through supportive activities on the units and in public spaces. You will recognize our volunteers by the purple vests and shirts they wear while on duty.

We welcome volunteers from all walks of life and are looking for people who want to help provide a welcoming environment for patients and families. If you would like to become a volunteer or would like more information on volunteer opportunities, please visit mackenziehealth.ca/volunteers.

Mackenzie Health Foundation Since 1977, Mackenzie Health Foundation has raised more than $181 million for capital projects, medical equipment, technology and educational opportunities for Mackenzie Health.

The Foundation is spearheading the largest fundraising drive led by a community hospital in Canada with a $250 million goal to help build and equip Cortellucci Vaughan Hospital and enhance care at Mackenzie Richmond Hill Hospital. It’s the Ultimate campaign.

While the government has contributed to help build the new Cortellucci Vaughan Hospital, that funding doesn’t cover the cost of purchasing new equipment and technology. We depend on the generosity of our community to help purchase the leading-edge equipment and technology that will attract and inspire best-in-class specialists and health care teams at both hospitals.

We need your support to help Mackenzie Health provide the ultimate in health care to our community. To learn more, visit theultimatesuitsyou.ca.

Thank you for your support.

Mackenzie Health Foundation 10 Trench Street, Richmond Hill, Ontario L4C 4Z3 (905) 883-2032 or ext. 2032 from within the hospital. foundation@mackenziehealth.ca |theultimatesuitsyou.ca

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We want to hear from you: Patient Relations Patient Relations at Mackenzie Health is here to address any concerns and to provide support to you and your family during your stay or visit to the hospital. Should a concern about your experience at Mackenzie Health arise, we first suggest that you discuss your concern with the patient care manager or your patient care coordinator.

If you have already spoken with them and would like additional assistance, please call Patient Relations at 905-883-1212 Ext. 7494 from Richmond Hill or 905-417-2000 from Vaughan ext. 7494 and your call will be returned within two business days. We can also be reached via email at patientrelations@mackenziehealth.ca.

Hours: Monday to Friday 9 a.m. to 5 p.m.

To continually improve our services, we welcome your feedback. Please take a few moments to fill out a comment form, write or email us to tell us how we’re doing.

Comment forms are entitled “We value your opinion” and can be found in the lobby of each entrance/wing. Deposit your completed feedback form into the drop boxes beside the forms.

You can also send a letter about your experience to Attn: Patient Relations, Mackenzie Richmond Hill Hospital, 10 Trench Street, Richmond Hill, ON L4C 4Z3.

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During your stay or visit: Information for patients and visitors Accessibility Services Do you have a vision, hearing, speech or language impairment; physical, learning or mental health disability; or require the support of a service animal or a support person? Let us know how you’d like us to communicate and work with you.

Mackenzie Health is committed to providing respectful, person-focused care.

We believe care and caring are driven by a patient’s unique needs and wishes.

We will work with you to make sure we are serving you well. Mackenzie Health can be contacted via TTY telephone at 905-883-2123. TTY public telephones are in the main lobby of C-Wing and in D-Wing near the Emergency Department entrance. If you require a TTY telephone in your room, please let one of our team members know.

Foreign Language Interpretation Services If you require foreign language interpretation services, please advise a member of your care team and they will contact our service provider on your behalf.

Accommodations Mackenzie Health offers private, semi-private and standard ward rooms (i.e. single, double or four beds). Upon admission and depending on availability, patients can choose their preferred accommodations. If at any point you would like to discuss changing your preferred accommodations, please contact Financial Services at ext. 3168.

We will do everything possible to minimize any room transfer disruptions and inconveniences. In some cases, medical requirements and/or the placement of patients with others of the same gender may take priority over personal preference (including private and semi-private accommodations).

Please note: The Ontario Health Insurance Plan (OHIP) covers ward accommodations only.

About your room options Standard (ward) rooms: These rooms include four beds with privacy curtains. The cost of this room is generally covered by federal and provincial health insurances such as OHIP, WSIB or Interim Federal Health Program for Refugees. This coverage does not apply to visitors to Canada or non-insured residents or for uninsured procedures such as cosmetic surgery. In these cases, we will make arrangements with you for payment

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upon admission. The additional cost to stay in a private or semi-private room is not covered by OHIP. Private accommodation: Our private rooms are warm, quiet and spacious. Rooms include one bed and a personal bathroom. Optional services such as high-speed internet, TV and phone are available at an additional cost.

Semi-private accommodation: Our semi-private rooms include two beds (separated by curtains), one washroom and a telephone (the telephone and line/ number is shared by two patients). Optional services such as high-speed internet and TV are available at an additional cost.

Financial responsibility for private or semi-private accommodations: Insurance Coverage and Financial Responsibility If you choose to pay for your preferred accommodation with extra health insurance, you must provide proof of insurance to the registration staff at the time of admission. Please provide the following: •

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The Insurance Company Name, Policy and Certificate Number, Policy Holder and Group Name. It is the responsibility of the patient to verify your insurance coverage.

Mackenzie Health will bill your insurance company if there is supplementary/extended insurance. If the insurer does not cover any part of the accommodation charges, it is understood that responsibility for full payment remains with the patient. Mackenzie Health will only submit one insurance claim and does not submit coordination of benefits claims.

A credit card number, expiry date and signature are required on the billing consent form. (We will not use your credit card unless full payment is not forthcoming from your admission.)

Non-insurance Coverage Patients without private insurance coverage requesting and receiving preferred accommodation must provide the hospital with a valid credit card. The hospital will collect your credit card information at the time of your admission.

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Food services for patients Meals are carefully prepared for you with your tastes in mind. Our menus reflect the diversity of the communities we serve. Upon request, we offer meals to accommodate dietary restrictions and preferences including vegetarian, kosher and halal options. Our food service hosts/hostesses take your meal selection prior to mealtime and provide restaurant-style customer service. Your food is cooked fresh by our certified red seal chefs in our on-site kitchen.

Please be sure to inform us of any food allergies.

Your meals will be delivered between the following times: Breakfast: 7:30 a.m. to 8:40 a.m. (ordered the night before) Lunch: 11:25 a.m. to 12:40 p.m.

Dinner: 4:25 p.m. to 5:40 p.m.

As part of our commitment to patient safety, two hand sanitizing wipes are provided on meal trays for you to clean your hands before and after meals.

Should you have any concerns with your meals, please give us the opportunity to resolve them before your next meal by speaking with your food service host/ hostess.

We strive to exceed your expectations and value your feedback.

Housekeeping If you have any concerns or comments regarding the cleanliness of your room, please call the Call Centre at ext. 0.

Patient TV, phone and internet/Wi-Fi Patients at Mackenzie Health may choose to access the TV, phone and internet on a tablet in each patient room. Please see the Bedside Tablet Patient Reference Guide for information about all-inclusive and phone-only pricing packages and details on how to purchase services. Complimentary ear buds are available at the nursing station.

For those wishing to use their personal device while in the hospital, free limited Wi-Fi access is available. Using your own personal laptop or mobile device, follow these four simple steps to get connected: 1.

2.

3.

4.

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Ensure that the wireless adapter is connected and enabled on your laptop or mobile device Select “MHGuest” network, click “connect” Open your web browser Pick a rate plan for faster Wi-Fi access, register and enjoy. High-speed internet access packages are also available for separate purchase with five rate plans options: • 4 hours $4.95 • 24 hours $10.95 G Guide U I D E FO PA T I E N T S AND F A M I LIE S forR Patients and Families

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• 3 days $18.95 • 7 days $27.95 • 1 month $46.95 Please note: All plans must be prepaid by Visa or Mastercard prior to receiving service.

For support, please contact 1-800-642-3958. The hospital assumes no responsibility for loss or damage to your personal devices should you bring them with you as a patient or visitor at Mackenzie Health. All rate plans and prices are subject to change.

Consent for treatment All members of the health care team will ask you for your verbal consent before certain tests, procedures and treatments, including administration of blood and blood products, are started. You may also be asked to sign a written consent form.

Before you sign, ask about the benefits and risks. If you have any questions, talk to your health care team. This is called “informed consent.” You have the right to accept or refuse treatment by understanding the implications of your decisions.

Ethics service Some of the decisions that you and/or your family or decision makers may face while in the hospital may be difficult or challenging. Ethical decisions often involve consenting to or refusing a proposed treatment (for yourself or for another person if you are their legal substitute decision maker). Our Ethics Service can help you understand and process complex and sensitive decisions and assist you in making decisions that are right for you.

You can contact the ethics service in any of these ways: 1.

Ask a member of your health care team to contact the ethicist.

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Call the ethicist directly at ext. 7781.

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If your situation is urgent, page the ethicist by contacting our Call Centre (ext. 0) or email ethics@mackenziehealth.ca.

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Infection prevention and control Staff, patients, families and visitors all have an important role in reducing the spread of infectious diseases. Health care staff, doctors and volunteers receive training on routine infection prevention and control procedures to safeguard our patients from germs and diseases.

Visitors are encouraged to visit Mackenzie Health’s website at mackenziehealth.ca/visitors prior to arriving at the hospital for the latest information about visitor guidelines.

What can you do to protect yourself, your family and visitors from infections while in the hospital?

1. Wear a mask • All patients and visitors will be provided with a mask upon entry to the facility.

• Visitors must wear their masks for the entire duration of their visit and are strongly encouraged to remain at the patient’s bedside and visit only in the patient’s room.

• In-patients must wear their mask when leaving their room at any point.

2. Maintain appropriate physical distancing Visitors must maintain a distance of two meters (6 feet) between other individuals at all times.

3. Make sure your visitors are in good health before visiting If visitors have had diarrhea and/or vomiting, they should be symptom-free for at least 48 hours before visiting a patient.

• If visitors have a fever, cold, flu or a chest infection, they should not visit until symptoms go away.

4. Clean your hands often •

Frequent hand hygiene is the best way to prevent the spread of germs. Hand sanitizers are in all main lobbies, on patient care units and outside/inside patient rooms.

• Visitors and patients are highly encouraged to use hand sanitizer upon entering the hospital and each time they enter or leave a patient room.

• Patients should clean their hands frequently while in the hospital. Use the sanitizing hand wipes provided on your meal tray before eating. Ask your nurse if you require assistance with hand hygiene. Hand sanitizer is also available in your room, for your use.

Follow the steps below to perform good hand hygiene: • Step 1: Apply hand rub gel or foam to the palm of your hand.

• Step 2: Spread over both sides of your hands and between your fingers.

• Step 3: Rub hands together for at least 15 seconds or until dry.

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• Step 4: Once dry, your hands are safe.

5. Additional isolation precautions Upon admission to hospital or during your stay, you may have been identified by your doctor, nurse or infection control staff as having a condition or illness that requires additional isolation precautions.

• If you require these precautions, you will need to stay in your room, but you may continue to have visitors. Special signs will be posted on the door frame outside your room with instructions for all persons entering the room.

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If you have questions about your care while in isolation, ask your nurse and doctor. You can also ask for a member of the Infection Prevention and Control Team to visit you.

Health and safety Balloons Latex balloons are not allowed in the hospital due to latex allergies. Mylar balloons are permitted.

Scent-free environment Many patients, health care team members and visitors are scent-sensitive and can suffer serious health issues caused by scented items including perfumed aftershaves, hairspray, flowers, lotion or other perfumed personal products. Please do not use them in the hospital.

Security To help you identify the members of your health care team, all our doctors, staff and volunteers wear hospital identification. If you do not know who someone is, ask to see his or her identification.

For your safety, our on-site security team patrols the hospital 24 hours a day.

Smoke-free property As part of our commitment to promoting good health, Mackenzie Health is a completely smoke-free facility. Smoking (including e-cigarettes and medical cannabis) is not permitted inside the hospital or anywhere on hospital grounds. If you smoke on hospital property, you may be approached by hospital security and asked to extinguish your cigarette or to move to a location off the property.

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For patients who have a nicotine addiction, we offer medical alternatives that allow patients to medically manage their addiction while in the hospital. For further information, patients may wish to consult with their doctor or health team.

Violence-free environment We are committed to creating a safe place for everyone who enters our doors.

Physical or verbal abuse will not be tolerated at Mackenzie Health.

Main lobby and reception desk Staffed by volunteers, the reception desk in the main lobby of C-Wing provides information to visitors and offers directions to the various services within the hospital.

Hours:

Weekdays 7 a.m. to 8 p.m.

Weekends and Holidays 10:30 a.m. to 5:30 p.m.

Volunteers are available to help direct you or take you to your destination.

Lost and found To report or locate a lost item, please call the Call Centre at ext. 0.

Mail There is a Canada Post mailbox located outside the double set of doors at Mackenzie Health’s C-Wing entrance. Incoming mail is delivered daily.

Parking Parking is available for patients and visitors in the north and south visitor parking lots.

Prices are displayed at the parking entrances, by the pay stations and on our website at mackenziehealth.ca/parking. Please note that prices are subject to change.

We offer a multiple-day public parking pass for patients and visitors called H PASS. H PASSes are available for purchase only from the parking office in the north visitor parking lot outside of D-Wing.

H PASS offers: • Unlimited in-and-out privileges for a 24-hour period, once the pass is activated on a particular day • At least 50 per cent savings compared to daily rates • Flexibility to transfer between users including patients, families and visitors (one card at a time) • Longer time frame to use (expire one year from the activation date)

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H PASS options: • • •

5 Day H PASS (non-consecutive use, unlimited in/out privileges) 10 Day H PASS (non-consecutive use, unlimited in/out privileges) 30 Day H PASS (non-consecutive use, unlimited in/out privileges) If you have any questions about parking, please contact the Parking Office at 905-883-1212 ext. 3070 from Richmond Hill or 905-417-2000 ext. 5070 from Vaughan.

Parking payment stations at Mackenzie Richmond Hill Hospital are located: • • • •

Main lobby of C-Wing (inside) Near emergency department entrance (D-Wing) North visitor lot, connected to the parking office (outside kiosk) South visitor lot, across from the entry gate (outside kiosk)

Privacy Mackenzie Health is committed to protecting your privacy and the confidentiality of personal health information. Our goal is your trust. We may collect, use and give out your personal health information as is necessary to provide you with health care and assistance, both within and outside the hospital. For information about our privacy practices or to raise a concern, please contact our Privacy Officer at 905-883-1212 from Richmond Hill or 905-417-2000 from Vaughan, ext. 7117 or email privacy@mackenziehealth.ca.

Spiritual care Spiritual care services are available during business hours. Please speak with your nurse about arranging a visit from one of our chaplains. You will also find additional resources on your MyCare tablet.

After hours, your nurse may page an on-call chaplain of a particular faith for imminent end of life or perinatal bereavement supports.

Spiritual Space A multi-faith room is located on level 1 of A-wing and can be used for private prayer and reflection. There is a small spiritual space located outside the D-Wing level 5 Adult ICU Aqua. In both areas, spiritual items such as books, beads and rugs are available for all.

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Trillium Gift of Life Each year, thousands of Ontarians have a second chance to live life to its fullest, thanks to the generosity of organ and tissue donors. However, the need for organs and tissue in Ontario continues to far outweigh availability. Talk to your family about organ and tissue donation, as your decision can make a difference.

For more information, please call Trillium Gift of Life Network at 1-800-263-2833.

You can also register your consent online at http://www.beadonor.ca.

Medical Assistance in Dying (MAiD) This is now a legal option for patients who meet specific criteria. If you have any questions about MAiD, or would like information, please speak with your doctor.

Visiting hours At Mackenzie Health, we believe that support from family and friends can positively influence the healing process. Visitors are welcome in accordance with the wishes of patients. Please respect the privacy, comfort and care of all patients on the unit. Visitors may be asked to wait in the lounge if patients are receiving personal and/ or medical care. Visiting hours vary depending on the unit, patient condition and individual circumstances. Visitors who have a cold, flu or are feeling unwell, should visit at another time. Illness can spread and be dangerous for patients in the hospital.

In light of the ongoing COVID-19 pandemic, it’s important that we keep our patients, staff, and community healthy and safe. For this reason, at this time we are limiting visitors to the hospital. As the pandemic continues to evolve, we will adjust our guidelines for visitor access to Mackenzie Richmond Hill Hospital and our offsite locations to keep everyone safe.

Between 11 a.m. and 7 p.m., seven days a week, visitors will be permitted to visit patients. Please visit mackenziehealth.ca/visitors for more information and for the full list of visitor criteria.

Visitors must pass a screening assessment at the time of each visit. They will also be asked to remove any personal protective equipment brought from home including a gown, gloves or mask, and will be required to wear a mask provided by the hospital.

They will also need to practice proper hand hygiene and physical distancing etiquette while in the hospital.

We will make exceptions on compassionate grounds for some patients. Please contact the care team to discuss the possibility of making these arrangements.

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G U Ifor D E Patients FO R PA Tand I E N TFamilies S AND F A M I LIE S Guide

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Please note: due to the COVID-19 pandemic, visiting hours are subject to change. Please contact the unit and/or department for current hours or go to www.mackenziehealth.ca.

Connecting with your loved ones virtually To help patients and families stay connected during the COVID-19 pandemic, we implemented video chat functionality to help patients and their loved ones stay in touch.

On most units, video calls are available through each patient’s bedside tablet.

Instructions on how to initiate a call are available to patients.

We’ve also temporarily made all TV, internet and phone access free on the tablets available at each bedside. Free Wi-Fi is also available so patients can video chat with their loved ones from their own devices.

What to leave at home Please do not bring jewelry or other valuables to the hospital. Mackenzie Health is not responsible for lost or damaged valuables or personal items.

G U I D E F O R PA T I ENT S AND F A M I L IE S

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On-site services Food services Central Bistro For visitors and family, the Central Bistro (C-wing, level 2) offers freshly-made, healthy, daily breakfast and lunch entrées, soups and deli sandwiches, beverages and snacks and weekly Executive Chef’s specials, sushi and more. The Central Bistro is open 24 hours with a Tim Hortons counter. Due to the COVID-19 pandemic, hours of operation, offerings and seating are subject to change.

Tim Hortons Located on Level 2 of B-Wing, Tim Hortons serves coffee, pastries, snacks and a variety of hot and cold beverages. Due to the COVID-19 pandemic, hours of operation, offerings and seating are subject to change.

Vending machines Located in the lobbies of B-Wing, C-Wing and D-Wing and offer a wide variety of snacks and beverages.

Hair salon The hair salon is in the main lobby of A-Wing. Please call ext. 3815 to book an appointment.

Shopping Bank machines Bank machines are conveniently located in the main lobbies of B-Wing, C-Wing and D-Wing.

Gift shop The White Rose Gift Shop is in the main lobby of C-Wing and is operated by the Mackenzie Health Volunteer Association. The gift shop provides a wide selection of gifts and necessities, as well as Ontario Lottery Centre (OLG) services (cash only).

All proceeds are donated to the hospital. To contact the gift shop, please call ext. 3757 from inside the hospital. For more information, visit thewhiterosegiftshop.com.

The White Rose Gift Shop accepts cash, most major credit and debit cards.

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G U Ifor D E Patients FO R PA Tand I E N TFamilies S AND F A M I LIE S Guide

mackenziehealth.ca

Hours:

Monday to Friday 8:30 a.m. to 8:30 p.m.

Saturday and Sunday 10:30 a.m. to 5:30 p.m.

Retail Pharmacy The retail pharmacy (PureHealth Pharmacy) is in the main lobby of C-Wing and can provide any medications that you might need immediately at discharge. The pharmacy is open to the public and offers free delivery. For information call 905-883-7500 or ext. 2070.

Hours:

Monday to Friday 9 a.m. to 7 p.m.

Saturday 10 a.m. to 6 p.m.

Statutory holidays 10 a.m. to 6 p.m.

Public pay telephones Public pay telephones are in the main lobbies of A-Wing and C-Wing. Direct phone lines for taxi services are located in the main lobbies of A-Wing, B-Wing, C-Wing and D-Wing.

Public washrooms Washrooms in patient rooms are for patient use only. Public washrooms, including wheelchair accessible washrooms are located throughout the hospital: • • • •

Level 1 of A-Wing Level 2 (street level) of B-Wing Level 2 of C-Wing (outside the medical imaging department) Level 2 of D-Wing (inside emergency waiting area)

G U I D E F O R PA T I ENT S AND F A M I L IE S

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Leaving the hospital Remember to: • • •

Make arrangements for transportation to your home or alternate level of care (ALC) setting so you will be prepared at the time of your discharge.

Take any instructions provided to you, medications and all personal belongings.

Fill any prescriptions you have received as soon as possible.

Patients that no longer require hospital services but do require additional support are identified by their doctor as requiring ALC. Hospital care coordinators will provide the necessary information, knowledge and support to guide patients and families in making an informed decision around what is the best available option upon leaving the hospital.

ALC settings could include several options which your health care team will share with you.

Patients waiting for an ALC or who require complex continuing care and rehabilitation may be moved to the Reactivation Care Centre (RCC) in Toronto. The RCC provides an ideal environment for restorative care to ensure our patients receive care in the most appropriate setting, outside an acute care facility.

Services at the RCC include rehabilitation, physiotherapy, occupational therapy, psychiatry, art therapy, recreational therapy, complementary therapy, aroma and massage therapy and more.

Arranging for in-home or outpatient health services When you leave the hospital, you may require in-home care. If so, your nurse will contact the hospital care coordinators to meet with you prior to discharge.

Physiotherapy, nursing, personal support such as bathing assistance and intravenous therapy are some of the in-home services available if you require short-term care after surgery or because of illness or aging.

You can also call Home and Community Care after you have returned to your home at 905-895-1240. A doctor’s referral is not required. These services are free to eligible residents of Ontario with a valid Ontario Health Card.

Your Patient Care Coordinator (PCC) can also share with you many other options of private care and private resources, if needed.

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G U Ifor D E Patients FO R PA Tand I E N TFamilies S AND F A M I LIE S Guide

mackenziehealth.ca

Home at Last program The program is available to qualifying seniors. Please speak to your PCC regarding this free service that offers escorted transportation back home, as well as settling in assistance from a professional personal support worker. The program aims to provide a smooth transition from hospital to home following surgery, inpatient stays or emergency department visits. For more information on how to arrange for this service please call 1-866-291-1503. The Home at Last program is provided by Community Home Assistance to Seniors (CHATS) and is funded by Home and Community Care Support Services (HCCSS).

Paying a hospital bill The Ontario Health Insurance Plan (OHIP) covers only medically necessary services. Your hospital bill will be finalized five days after discharge. It will include all outstanding charges for items not covered by OHIP, such as medical devices or any preferred accommodations (private or semi-private) that you might have used while in hospital.

All patients that arrive by ambulance will be required to pay an ambulance fee of $45 for patients with valid OHIP coverage and $240 for all other patients. Doctor charges, for non-insured patients, will also be added to the account within five days of discharge.

Television or any other non-medical charges will be paid separately prior to receiving the service. If you have insurance coverage for preferred accommodations, please give us your insurance information and we can submit it on your behalf.

How to pay your hospital bill You may pay your hospital bills in one of four ways – online through MyChart, mail, phone or in person.

• Online: Make payments through MyChart by visiting the hospital’s website: mackenziehealth.ca •

Mail a cheque to: Mackenzie Health Financial Services – 10 Trench Street, Richmond Hill, Ontario, L4C 4Z3 or Cortellucci Vaughan Hospital Financial Services – 3200 Major Mackenzie Drive West, Vaughan, Ontario, L6A 4H7.

Please remember to write your account number on your cheque.

•

Phone with a credit card: Call Financial Services Monday to Friday during business hours (8:30 a.m. to 4:30 p.m.) at 905-883-1212 from Richmond Hill or 905-417-2000 from Vaughan ext. 3168.

•

In Person: Drop off a payment to Patient Accounts, located at either Mackenzie Richmond Hill Hospital, Room 2949, Level 2 of C-Wing Monday to Friday during

G U I D E F O R PA T I ENT S AND F A M I L IE S

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business hours (8:30 a.m. to 4:30 p.m.), or Cortellucci Vaughan Hospital, Room 1.016, Level 1 Monday-Friday during business hours (8:30 a.m. to 4:30 p.m.).

During evenings and weekends payments can be made in the Emergency Department (ED). To make a payment in the ED, visit the Registration Desk.

(Note that you may experience a wait as the ED tends to patients).

For billing questions or assistance with payment, please contact or visit Patient Accounts (see contact information and locations above).

Recognizing exceptional service At Mackenzie Health, we take great pride in creating a world-class health experience for our patients and their families. Every individual working at Mackenzie Health plays a part in delivering on our promise by demonstrating our commitment and values in their daily work, and through their interactions with colleagues, patients and family members.

Our Kudos Awards recognize and celebrate those individuals and teams that go above and beyond to create the best possible experience every time. For more information on how to nominate an individual at Mackenzie Health who has provided exceptional care visit mackenziehealth.ca/kudos.

You can also make a donation to Mackenzie Health in honour of a physician, nurse or staff member to show your gratitude for the care you received. It’s a great way to say thanks to an individual caregiver or team, while helping us fund advanced technology, leading-edge equipment and ongoing education for our staff so we can provide the ultimate in health care now and in the future. Learn more about In-Honour gifts at mackenziehealthfoundation.ca.

MackenzieHelps MackenzieHelps is a 16-week program that provides home and community care services to transition patient safely from hospital to home. In partnership with CHATSCommunity & Home Assistance to Seniors and SE Health, MackenzieHelps aims to alleviate some of the pressures that come with a growing and aging population. The program provides patient centered care and uses multi-disciplinary team to ensure patient receives the highest quality of care based on their health care needs. For more information, please email the MackenzieHelps team at mhelps@mackenziehealth.ca.

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G U Ifor D E Patients FO R PA Tand I E N TFamilies S AND F A M I LIE S Guide

mackenziehealth.ca

Patient notes

Please check with your physician before starting a new diet or beginning to take any new drugs, vitamins, etc.

G U I D E F O R PA T I ENT S AND F A M I L IE S

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Community Supporters Mackenzie Health is extremely grateful to all of the following advertisers for helping to make this Guide possible.

Please note that an advertisement in this Guide does not imply an endorsement by Mackenzie Health.

Assisted Living

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Transportation Services

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Guide for Patients and Families

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Four Elms is more than just a place to live, it’s a place to enjoy life and call home!

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Guide for Patients and Families

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See this publication and more at:

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http://patientdirectory.ca

www.facebook.com/patientdirectory.ca

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www.mackenziehealth.ca

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Hospital to home support Empty fridge?

Do I have support?

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HOSPITAL

Recovering from a hospital visit can be overwhelming for a patient and their family members. Our caregivers and registered nurses are here to help patients feel safe and supported on their journey from hospital to home.

HOSPITAL

• Admittance support • Bedside companion • Respite care • Transportation home

HOME

• Visiting nurses • Home & personal support • Overnight assistance • Live-in caregiver

COMMUNITY

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spectrumhealthcare.com 32

Guide for Patients and Families

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Greenview Seniors Residence 880 Lawrence Ave E, Toronto M3C 1P6 Phone: 416-445-2255 greenview@mettalifestyles.com

www.mackenziehealth.ca

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