Patient Welcome Guide St. Joseph's Healthcare Hamilton West 5th Campus

IMAGINE CARE

WELCOME TO ST.JOE’S //

Your Guide to the West 5th Campus

West 5th Campus

re•member Your gift changes lives.

Through your philanthropy, you are helping St. Joseph’s Healthcare Hamilton re-imagine care.

Your donations have created a phenomenal new facility. Equally important, you’ve given our professionals and staff the tools they need to change the way that mental illness is viewed, diagnosed and treated in our community.

Thank you for your ongoing support of St. Joe’s.

Thank you for helping us start the journey to recovery for those most in need.

To find out how your donations are making a difference visit: www.stjoesfoundation.ca | 905.521.6036

Message from our Board Chair and President Welcome to St. Joseph’s Healthcare Hamilton’s new West 5th Campus.

It is our privilege and pleasure to introduce you to a facility that has been ten years in the making. When St. Joe’s was given the opportunity to take on the responsibility for mental health and addiction care in our community, our Board and leadership embraced it – and immediately began re-imagining what the future of care could look like for the patients in Hamilton and beyond.

We engaged our patients, their families, our staff, physicians, volunteers and partners in caring to help us create the most advanced mental health, addiction and integrated care centre in the country. Combined with the latest research and best evidence in design, our architects and designers brought to life a beautiful space that breaks down the barriers that traditionally exist between medical and mental health care, and integrates our neighbours in a way that will empower us to eradicate the stigma so many people who live with mental illness and addiction face on a daily basis.

At St. Joe’s West 5th campus, we have a unique opportunity to demonstrate our vision for learning and leading, for bringing research into treatment and clinical care, and for creating a sustainable, integrated model of care that focuses on the whole person – mind, body and spirit.

Modern health care in Canada started with a promise of universal access to the best medicine possible. Our purpose at St. Joseph’s Healthcare Hamilton is to renew that promise for the 21st century – and we’re starting here, at our West 5th Campus.

Sincerely,

Mr. Carl Santoni, Chair, Hamilton Board Committee

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Dr. David Higgins, President, St. Joseph’s Healthcare Hamilton

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our mission, vision & values

St. Joseph’s Healthcare Hamilton was founded in 1890, when the Sisters of St. Joseph of Hamilton opened a 25-bed acute care hospital on John Street in Hamilton. With a belief that it is an honour to serve, and with a particular focus on caring for the community’s most marginalized people, the Sisters envisioned a modern and progressive health care system that would provide excellent care for all – regardless of means, need, or affiliation.

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Since that time, St. Joseph’s Healthcare Hamilton has grown to become one of the province’s leading academic, multi-site health care corporations – advancing research, care and treatment for patients from across our Region and beyond.

And yet, our Mission, Vision and Values remain simple – inspired by our Founders, and designed to continue their legacy into the 21st century and beyond.

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OUR MISSION Living the Legacy: Compassionate Care. Faith. Discovery.

OUR VISION On behalf of those we are privileged to serve, we will deliver an integrated, high quality care experience, pursue and share knowledge, and respect our rich diversity, always remaining faithful to our Roman Catholic values and traditions.

We commit ourselves to demonstrate in all that we undertake the values instilled in our organization by our Founders, the Sisters of St. Joseph of Hamilton.

OUR VALUES Dignity. Respect. Service. Justice. Responsibility. Enquiry.

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Table of Contents

MESSAGE FROM OUR BOARD CHAIR AND PRESIDENT

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OUR MISSION, VISION & VALUES

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ACCESSING THE CAMPUS

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Location 7 Accessing the Campus and Parking 8 Accessible Parking 9 Public Transportation 9 Bikes 9 Building Entrances 9 Visiting Hours 9 About St. Joseph’s Healthcare Hamilton 10 Our Campuses 10 West 5th Campus 10 Charlton Campus 11 King Campus 11

WHAT’S AT THE WEST 5TH CAMPUS

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Building Layout 13 How to access the building 13 Zones 14 Wayfinding 16 Courtyards 17 Inpatient Units 18 Access Cards 20 Movement between Public & Inpatient Zones 20 Patient and Family Centred Care 21 PHILOSOPHY OF CARE/VALUES

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Recovery 23 Role of the Family 23 Privacy/Confidentiality 24 Rights and Responsibilities 25 Ethics 28 Patient Relations 29 Be Involved in your Health 30 Your Healthcare Team 30 Questions You Might Ask 31 Your Healthcare Team

SAFETY AND COMFORT

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Accessiblity (AODA) 33 Falls Prevention 34 Fire Safety 34 Fragrance-Free 35 Hospital ID 35 Infection Prevention & Control 35 Latex Free Environment 35 Mobile Devices for recording/Photography/ 35 Media Policy Prevention of Violence 37 Security 37 Smoke Free Environment 37

PATIENT AND FAMILY SERVICES

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Book Nook 39 Financial Services/Cashier 39 Hamilton Museum of Mental Health Care 39 Library Resource Centre 39 Mental Health and Wellness Centre 40 Patient and Family 40 Collaborative Support Services Pharmacy 40 Psychiatric Patient Advocate Office 41 Spiritual Care (including Labyrinth) 41 Studio 100 41 Translators/Cultural Interpreters 41 Twice as Nice 42 Volunteer Resources 42 Welcome Centre 42 Wellness Centre 43 AMENITIES AND SUPPORT SERVICES 44 ATM/Bank Machine 45 Food Services 45 Mail Service 45 Parking Office 46 Public Telephones 46 Wi-Fi 46

accessing the campus

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LOCATION

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P1

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W5

West 5th Campus

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Mailing Address

100 West 5th Street, Hamilton, ON L8N 3K7 Location Address

100 West 5th Street, Hamilton, ON L9C 0E3 Campus Name

St. Joseph’s Healthcare Hamilton | West 5th Campus Building Name

Margaret and Charles Juravinski Centre for Integrated Healthcare

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ACCESSING THE CAMPUS AND PARKING We’re still in the process of finishing the parking and outdoor recreation at our West 5th Campus. By the Fall of 2014, the Campus will be complete.

Visit our website at www.stjoes.ca to find up-to-date information about parking and visitor access. Until then, please use the following information when visiting West 5th.

Please note: All cars coming to St. Joe’s West 5th Campus will need to use the Fennell Ave entrance from February 10, 2014 until the Fall 2014.

The West 5th entrance will be closed for construction during this time.

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P1

Fennell Avenue Entrance Open

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Outpatient Entrance

P2

WEST 5TH STREET

West 5th Entrance Closed (Feb 2014 - Fall 2014)

FENNELL AVENUE WEST

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February 2014 – Fall 2014 Paid parking is available on the south side of the building off of Fennell Avenue in lots P1 and P2.

Cost: $2.50/1 hour to a maximum of $10. All pay machines on Campus will accept credit card payment and coins.

Accessible Parking Accessible public parking will be available on the south side of the building by the Fennell Avenue entrance in lots P1 and P2. Accessible parking permits must be visible.

Public Transportation Public transit stops will remain in their current locations along Fennell Avenue and West 5th Street. Enhancements to the West 5th Campus, such as sidewalks and a public, pedestrian plaza improves access and contributes to an environment that supports active and alternative transportation.

Bikes A bike rack is located off the Fennell Avenue entrance. St. Joseph’s Healthcare Hamilton can not be responsible for the security of your items so please securely lock your bicycle.

BUILDING ENTRANCES Both the main and outpatient entrances to the building will be open between 6 a.m. and 10 p.m. for use by patients and visitors.

VISITING HOURS 9 a.m. to 9 p.m. | 7 days a week Any off-hours visits will require approval and coordination from the program manager.

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ABOUT ST. JOSEPH’S HEALTHCARE HAMILTON As a leading academic health science and research centre, St. Joseph’s Healthcare Hamilton (SJHH) delivers high-quality, evidence based, compassionate care to patients in Hamilton-Niagara-Haldimand-Brant and beyond.

Home to more than 4,000 staff, 700 physicians and 600 volunteers, St. Joe’s is a multi-site, regional, tertiary centre, renowned for its strength in respiratory care, kidney and urinary care, mental health and addictions, surgical services, cancer surgery and women’s and infants’ care.

Our emergency department sees more than 50,000 patients a year.

For over 121 years St. Joseph’s has cared for the community in a spirit of compassion, innovation, and commitment – driven by the legacy of our founders, the Sisters of St. Joseph of Hamilton.

St. Joseph’s Healthcare Hamilton is the largest acute care hospital and only academic and research centre in the St. Joseph’s Health System.

OUR CAMPUSES West 5th Campus Location: 100 West 5th Street St. Joseph’s Healthcare Hamilton’s West 5th Campus is home to the regional specialized mental health services for South Central Ontario, providing specialized care to those suffering with a severe mental illness.

The West 5th Campus offers expanded integrated health services for outpatient medical, diagnostic and mental health and addiction care, all under one roof. The new 850,000 square foot facility at St. Joe’s West 5th Campus will grow to 305 inpatient beds by 2016.

Teaching Facility SJHH is a teaching hospital. We welcome students from all healthcare programs. This means your family member may have one or more healthcare professional students involved in his/her care under the direction of the healthcare team.

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Research Many new treatments and changes in health care have come from research done at St. Joe’s. As a patient and/or family member you may be asked to take part in a research study. If you agree, a consent form must be signed.

If you do not wish to be in a research study, your care and/or that of your family member will not be affected.

Charlton Campus Location: 50 Charlton Avenue East St. Joseph’s Healthcare’s Charlton Campus is a 600-plus bed acute care facility located in downtown Hamilton.

The Charlton Campus is home to the world-renowned Firestone Institute for Respiratory Health, the Centre for Minimal Access Surgery, Brain Body Institute and the highly regarded Father Sean O’Sullivan Research Centre with its satellite organization the Centre for the Evaluation of Medicine.

Our busy Emergency Department and Women’s and Infants’ programs are located at this campus, along with our Surgical Centre.

Research facilities are prevalent throughout the Charlton Campus location reflecting our drive to integrate basic and clinical research. Bringing research to the bedside also strengthens and underscores our partnerships with McMaster University’s Faculty of Health Sciences and Mohawk College.

King Campus Location: 2757 King St. East An outpatient facility, St. Joseph’s King Campus is a pioneer in Ontario’s health care system. With a focus on delivering patient-centred care to the residents of Stoney Creek, East Hamilton, and the broader HamiltonWentworth Region, programs and services at our King Campus range from a Regional Eye Institute (providing eye care and cataract surgery) to pain management services, a Mature Women’s Health Centre, a 39-bed satellite Dialysis Clinic, and education programs including asthma management, nutrition and diabetes clinics.

Our King Campus is also home to St. Joseph’s Urgent Care Centre, providing access to care for non-life threatening emergencies, with volumes equal to those of the Emergency Department at the Charlton Campus.

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what’s at the west 5th campus

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St. Joe’s West 5th Campus is home to the regional specialized mental health services for Central South Ontario, providing highly specialized care to those suffering with a severe mental illness.

What lies behind us and what lies before us are tiny matters compared to what lies within us.

The Campus offers outpatient medical, diagnostic and mental health and addiction care, all under one roof.

- Ralph Emerson

Our facility accommodates up to 305 specialized beds distributed across various mental health and addiction services, many of which also provide outpatient programs.

Our services include: • Acute Mental Health • Concurrent Disorders • Forensic Program • Mood Disorders • Schizophrenia • Seniors Mental Health BUILDING LAYOUT How To Access The Building There are two public entrances to the facility. The main entrance faces West 5th Street, and brings you into the building on Level 1. The outpatient entrance faces Fennell Avenue and opens into Level 0.

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PUBLIC ZONE

Public Zone

INPATIENT ZONE

Inpatient Units Clinical Corridor Galleria (Level 2 only)

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Zones The building is divided into two major zones. Here is a summary: Public Zone This zone is along the south portion of the building and houses both public entrances. In this zone you will find outpatient clinics, diagnostic services, the conference centre and the cafeteria. We invite everyone to enjoy this beautiful space.

Inpatient Zone The inpatient space is comprised of the galleria, research areas, the clinical corridor and inpatient units.

GALLERIA DETAIL

1 2 3 4 5 6 7 8 9 10 11 12 13

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Patient and Family Collaborative Support Services Mental Health and Wellness Resource Centre Twice As Nice Studio 100 The Book Nook Harbour Spiritual Centre Psychiatric Patient Advocate Office Financial Services / Cashier Take A Break Coffee Shop Leisure Lounge Wellness Room Fitness and Training Room Gymnasium

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The Galleria is located on Level 2, just north of the public zone. This is where you will find the gymnasium, wellness centre, resource library, Colours CafĂŠ, Studio 100 (beauty salon), and Twice as Nice (clothing store).

The Research areas bridge both the public and inpatient zones and are distributed throughout the building.

The Clinical Corridors can be found on Levels 1, 2, and 3. They include activity spaces, interview rooms, and group activity rooms.

The Inpatient Units are on the north side of the facility, and vary between 22 and 24-bed units.

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Wayfinding The new building has a thoughtful approach to wayfinding to ensure that patients, visitors and staff can find their way easily.

Inpatient units are located on Levels 1, 2 and 3, and each inpatient wing is represented by a pictogram, colour, and theme: Mountain, Orchard, Waterfall, Harbour North and Harbour East.

Mountain

Orchard

Waterfall

Harbour North

Harbour East

Room numbers all begin with a zone letter: M (Mountain), R (Orchard), W (Waterfall), N (Harbour North) and E (Harbour East). Following the zone letter will be the level (0, 1, 2, 3) and then the room number.

EXAMPLE:

Laundry Room R224 Located in Orchard (R)

Room 24 On Level 2 (2)

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In the public zone, room numbers begin with A, B, C, D, F, G, and H. Following the letter, will be the level (0, 1, 2, 3) and then the room number.

WAYFINDING ZONES

(M) Mountain (R) Orchard (W) Waterfall (N) Harbour North (E) Harbour East

Courtyards The building has many courtyards, terraces, and gardens to provide green space for patients, visitors and staff. Each inpatient unit has access to a private courtyard or garden. We hope you enjoy these natural spaces.

The following outdoor spaces are for public use.

NAME LOCATION

Cafeteria Courtyard Chapel Garden Small Courtyard (across from Medical Outpatient Clinics) Small Courtyard (across from Community Psychiatry Services)

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Level 0 Level 1 Level 0 Level 0

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Inpatient Units The inpatient units were designed with lots of natural light, visibility and flexibility. Each unit is comprised of three wings, each wing holding between 6 to 8 bedrooms.

INPATIENT UNIT DETAIL S

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Courtyard Access* Care Desk Nutrition Centre Dining Room Servery Group Room* Entrance to IPU Tub Room Laundry Medication Room Exam Room Visitor’s Lounge

*access varies per unit

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Patient Bedroom Layout

PATIENT BEDROOM DETAILS

Each patient room is single occupancy with its own dedicated washroom. Each room has a desk, bed, closet and storage space.

A large window with window coverings for privacy overlooks natural green space on the property.

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Desk Closet Washroom Entrance

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Access Cards Inpatient bedrooms are accessed by a card and reader system. Patients will receive a card that acts as their room key, allowing them to lock their rooms.

This card will also be used to travel between the inpatient and public sides of the building.

Movement between the Public and Inpatient Zone(s) Patients Patients will use their room card to move from the inpatient areas to the public side of the facility, with the appropriate Therapeutic Pass level.

Individuals that are staying on an inpatient unit will have their photograph taken to be kept on file during their stay, to help ensure their ability to move between the inpatient and public areas of the building.

Visitors When a visitor wants to visit a patient, or have access to the inpatient zone, they will be directed to the Inpatient Entrance Desk on Level 1.

Visitors will be asked to provide their name for sign-in and will receive a self-expiring visitor sticker. Visitors will be asked to return their sticker upon exit through the same Inpatient Entrance Desk and they will be signed out of the system.

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PATIENT AND FAMILY CENTRED CARE We believe in patient and family centred care. The needs and goals of each person are important and are at the centre of your plan of care. We will work with you and your family (with your permission) to help you work towards achieving your personal goals while you are in hospital or an outpatient.

It takes courage to push yourself to places you have never been before…to test your limits…to break through barriers.

– Anaïs Nin

Each member of the care team has special knowledge and skills to help you make informed choices. We also promote respect and support for you and your family’s values, strengths, priorities and recovery.

At St. Joseph’s Healthcare Hamilton our vision for Patient and Family Centred Care means that we uphold the following core principles: • Respect and Dignity. Healthcare providers listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.

• Information Sharing. Healthcare providers communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete, and accurate information in order to effectively participate in care and decision-making.

• Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.

• Collaboration. Patients and families are also included on an institutionwide basis. Healthcare leaders collaborate with patients and families in policy and program development, implementation, and evaluation; in health care facility design; and in professional education, as well as in the delivery of care.

(Revised from: Institute for Patient and Family Centred Care)

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philosophy of care & values

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RECOVERY At St. Joseph’s Healthcare Hamilton we believe that recovery from mental illness and addiction is possible. Research has shown repeatedly that people can and do recover.

Whether you are using our services as a patient, are a family member or friend, or are a visitor to any of our West 5th services we respect that: • • • •

I cannot say that things will get better if we change; what I can say is they must change if they are to get better.

– George Christoph Lichtenberg

Each person’s journey of recovery is unique.

Each person must find what works for him or her.

Recovery is an attitude and a way to approach the challenges of each day.

Recovery can have ups and downs.

While we know that being in hospital is not always easy, it is important for you to know that people who have a mental illness and/or addiction can still lead personally fulfilling lives, even while experiencing symptoms.

There is hope for recovery and we encourage you to define what “recovery” will mean for you. It will be important for you as a patient and/or family to identify the supports that you will need to be successful in achieving your goals and to share this information as you partner with your care team.

ROLE OF THE FAMILY We know that family members have special knowledge and expertise when it comes to the care and support of a family member. With the patient’s permission, members of the healthcare team will involve family in the plan of care. They will also give you information and support your needs and your role in your family member’s healthcare journey.

Good communication and relationship building with the patient and his/her family can be an important factor in a successful recovery.

Here are some helpful hints: • Be positive, patient, and encouraging.

• Learn about the illness, treatment options and services available.

This helps you take an active part in your family member’s healthcare journey. Ask about available resources and supports to help you do this.

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• Share information about your family member’s history with a member of the healthcare team when asked to do so.

• Help develop the plan of care when asked.

• Take an active role in planning your family member’s discharge when asked.

• Look after yourself and stay healthy.

You may want to contact our Mental Health and Addiction Program’s Family Liaison, Peer Support Provider at ext. 35599, to obtain information about the role of the family in recovery from mental illness and addiction.

PRIVACY AND CONFIDENTIALITY Protecting patient privacy is an important part of the patient experience at St. Joseph’s Healthcare Hamilton. We recognize that visiting a hospital as a patient is often an anxious time. Access to your personal health information is available to those who need to know to provide care, including: physicians, nurses, technicians, therapists and other health professionals. This is essential in providing you with the best possible care.

In the collection and use of your personal health information, we take measures to ensure the privacy of the information is protected and confidentiality is maintained. St. Joseph’s Healthcare Hamilton’s privacy program regulates how we collect, use, disclose, retain, dispose of and protect your personal health information. Please review our Statement of Information Practices for an overview of how we manage your personal health information.

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RIGHTS AND RESPONSIBILITIES Patient Declaration of Values In keeping with our mission, vision and values; and the Sisters of St. Joseph Legacy, SJHH is dedicated to providing compassionate, sensitive care to our patients and their families and to achieving excellence in health care through our on-going commitment to education and research.

We believe that the following Rights and Responsibilities are paramount in the establishment of a relationship of mutual respect and understanding with our patients, family members and substitute decision makers. We recognize that patient’s clinical conditions may sometimes compromise or alter a persons’ ability to fully participate in their care and take responsibility for their actions.

DIGNITY AND RESPECT

YOUR HEALTH CARE

INFORMATION & COMMUNICATION

You have the RIGHT to: - Be treated with dignity and respect.

- Be listened to and to get a satisfactory and timely reply to your requests for services that we can reasonably obtain.

You have the RIGHT to: - High quality and evidence based care delivered by professional staff in a facility that meets safety standards.

- Know and understand the risks and benefits of any medicine, treatment, or decisions about your health care.

- Make informed decisions about your care, including refusing care.

- Know when something goes wrong with your care.

- Ask for a second opinion.

- Share your concerns.

- Have your care plan periodically reviewed with you.

- Consideration of your emotional and spiritual needs as well as physical needs.

- Continuity of the care plan throughout your hospital stay.

- Effective discharge planning to assist in the transition to other levels of care.

You have the RIGHT to: - Ask questions and receive information, in terms and language you understand, about your health care.

- Know the names, positions, and professional relationships of those on your health care team, including learners.

- Review or receive copies of your health record in accordance with hospital policies and legislation (i.e. Personal Health Information Act).

You are RESPONSIBLE for: - Treating all members of your health care team, other patients and visitors with dignity and respect.

- Respecting hospital property and complying with hospital policies and regulations as they apply to you.

PRIVACY You have the RIGHT to: - The privacy and safekeeping of your personal health information as per hospital policy.

You are RESPONSIBLE for: - Respecting the privacy and confidentiality of others, including patients, families, visitors and staff.

EXPLANATION OF YOUR EXPENSES: You have the RIGHT to: - An explanation of any charges not covered by a provincial health care plan.

You are RESPONSIBLE for: - Ensuring your hospital bills are paid in a timely manner.

- Providing accurate information on your health care coverage.

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You are RESPONSIBLE for: - Being an active member of your health care team; ask questions and be involved in decisions about your care.

- Following the agreed upon treatment plan.

- Notifying your health care team of any changes in your health.

You are RESPONSIBLE for: - Giving the caregivers accurate information about your health.

- Asking questions until you feel you have all the information you need to make informed health care decisions.

PERSONS ACTING ON YOUR BEHALF: You have the RIGHT to: - Have someone act for you if you cannot act for yourself.

You are RESPONSIBLE, when able for: - Choosing someone in advance to act for you, should the need arise.

RESEARCH You have the RIGHT to: - Receive adequate information to make an informed decision about whether or not to participate in research studies.

- Withdraw your consent from participating in research at any time and not have your care compromised.

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Mental Health and Addiction Program Patient Bill of Rights The Patient Bill of Rights was developed by and for individuals who use the services of the Mental Health and Addiction Program of St. Joseph’s Healthcare Hamilton. The Patient Bill of Rights is a living document that will grow and change with our organization, laws and legislature, and perhaps most importantly the changing needs of each patient.

In keeping with St. Joseph’s Healthcare Hamilton’s corporate statement of Patient Rights and Responsibilities, the Mental Health and Addiction Program of St. Joseph’s Healthcare Hamilton is dedicated to providing compassionate, sensitive care to patients and their families. The Executive Team of the Mental Health and Addiction Program endorses the Patient Bill of Rights and in so doing, expects that all staff, volunteers and learners will do their utmost to respect and uphold the Patient Bill of Rights. The Patient Bill of Rights complements corporate and program policy and is in keeping with all current laws and legislation relevant to mental health, privacy and human rights. The Patient Bill of Rights is not hospital policy, but rather a document which embraces the mission, vision and values of St. Joseph’s Healthcare Hamilton and reflects our common goal to support the personal recovery goals of each patient in a respectful and dignified manner.

While this document emphasizes and gives recognition to the right for every patient to receive the highest standard of care, regardless of a diagnosis of mental illness or addiction, it also recognizes the need to accept certain responsibilities that are assumed in having these rights.

We encourage all patients to be full partners in their health care.

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Every patient has the right to care based on Support, Healing and Equality ~ Every patient has the right to be treated with Respect ~ Every patient has the right to Dignity and Independence ~ Every patient has the right to Quality Health Care that Complies with Standards ~ Every patient has the right to Communication, Information and Education ~ Every patient has the Right to be Fully Informed ~ Every patient has the right to Make an Informed Decision, and Give Informed Consent to Treatment ~ Every patient has the Freedom and Right to Have Supports ~ Every patient has rights in Respect of Research or Teaching ~ Every patient has the right to Complain

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Be a Partner in Your Health Care – Patient Responsibilities It is important to recognize that the guarantee of rights also assumes people have certain responsibilities. It must also be recognized that at times it may be difficult to fulfil some of these responsibilities – this does not mean patients lose any of their rights. The role of staff is not only to uphold patient rights but to support each patient in their understanding and ability to work towards fulfilling their responsibilities.

The responsibilities outlined below are in keeping with our mission, vision and values.

With this in mind it is important, when able, that you and/or your representatives:

Participate ~ Communicate ~ Treat others with Dignity and Respect Detailed Copies of the Patient Bill of Rights are available through a member of your healthcare team; Patient and Family Collaborative Support Services; or the Psychiatric Patient Advocate office.

ETHICS The Ethics Committee at the West 5th Campus provides a forum where situations that have significant moral or ethical dimensions can be examined.

Examples of ethical issues include: • inadequate informed consent • a capable person’s wishes not followed or a Substitute Decision-Maker appointed when patient is capable • breach of patient confidentiality • conflict about appropriate treatment among healthcare providers, client’s family • restriction of freedom (i.e., use of seclusion, restraint) • not being told the truth • coercive use of power 28

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• conflict of interest (i.e.: relationship boundary violations between people) • unsafe conditions, and access to, or availability of needed resources Consultation may be provided for case consultation, policy formulation and revision, identification of educational needs and provision of education and resources. Contact the Chairperson at ext. 36365 PATIENT RELATIONS Contact: 905-522-1155 ext. 33838 or patientrelations@stjoes.ca St. Joseph’s Healthcare Hamilton is committed to patient and familycentred care. Our Patient Relations Department takes a leading role in fostering a culture of service excellence, safety and promoting organizational improvements. We are committed to relationships based on mutual respect, dignity and trust. Our processes are based on knowledge, collaboration and fairness.

We promise to: • Listen to your comments and feedback in a supportive and respectful way • Follow-up with the appropriate manager(s) to inform them of your complaint or compliment • Answer your questions about the way we operate at any of our hospital campuses • In collaboration with our managers, assist you in resolving any dissatisfaction you may have with the manner in which you were treated In collaboration with our patients, family and staff, St. Joseph’s Healthcare Hamilton has developed a Patient Declaration of Values.

You may also contact: Patient and Family Collaborative Support Services - ext. 36446 Psychiatric Patient Advocate Office – ext. 35514

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BE INVOLVED IN YOUR HEALTH Be involved in your health care. Speak up if you have questions or concerns about your care.

If you are able, tell a member for your healthcare team about your past illnesses and your current health conditions.

Keep a list of your medications with you when you go to the hospital or a medical appointment.

Tell your healthcare team if you have ever had an allergic or bad reaction to any medicine or food, including unpleasant side effects.

Make sure you know what to do when you go home from the hospital or from your medical appointment.

YOUR HEALTHCARE TEAM Members of your care team are professionals with specialized training.

They work together with you to help identify and reach your treatment and healthcare goals, and develop a plan of care. This plan starts on admission and includes discharge planning. You and your care team will evaluate the plan of care regularly. The relationship with your team should be therapeutic. The goal of a therapeutic relationship is to develop trust, respect and empathy.

Depending on where you are receiving care, members of your healthcare team may include doctors, nurses, occupational therapists, dietitians, music therapists, pharmacists, physiotherapists, radiologists, psychologists, recreation therapists, social workers, speech and language pathologists, spiritual counselors, addictions counselors and/or peer support providers.

If you are unsure of any aspect of your healthcare plan while at St. Joseph’s, a member of your healthcare team would be happy to speak with you.

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QUESTIONS YOU MIGHT ASK YOUR HEALTHCARE TEAM 1.

What is the problem/diagnosis you are treating me for? Please explain.

2.

What resources can you provide me with to help me understand this health issue better?

3. What are my treatment options, including but not limited to medications?

4.

What are the risks and benefits of the recommended medications and treatment options, including possible side-effects?

5.

What are the short and long-term effects of the treatment/medication?

6.

What might happen if I decide not to take this treatment or discontinue this treatment at a later date?

7.

How long will it take for this treatment to take affect?

8.

How can we work together as partners in my healthcare plan?

9.

What are things you think I can do to assist in my recovery?

10. Where can I get information about managing my health?

11. Are there alternative and complementary approaches that I can use?

12. How will you support me in planning for my discharge from hospital?

13. What should my family and friends know about my health concern/ diagnosis?

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safety & comfort

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ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES (AODA) The Accessibility for Ontarian’s with Disabilities Act (AODA) 2005 is provincial legislation that mandates how businesses and organizations, including St. Joseph’s Healthcare Hamilton, is to provide accessible services to patients, clients, students, employees and community members with disabilities. The goal of AODA is for all Ontario organizations to be fully accessible by 2025.

You gain strength, courage and confidence by every experience in which you really look fear in the face. You must do the thing which you think you cannot do.

– Eleanor Roosevelt

St. Joseph’s Healthcare Hamilton is required to be in compliance with two standards: Customer Service Standard In support of the Accessibility for Customer Service Standard (July 2008) St. Joseph’s Healthcare Hamilton will: • Develop a series of Policies, Practices and Procedures to meet the requirements of the Customer Service Standard and make this information available in accessible format upon request.

• Provide Customer Service Training to all staff, volunteers, contractors, and any other people to support our AODA program.

• Establish a process for people to provide feedback on how we provide goods and service to people with disabilities.

Integrated Accessibility Standards Regulation In support of the Integrated Accessibility Standards Regulation, St. Joseph’s Healthcare Hamilton will: • Create and provide accessible formats for information and communication upon request. Please contact our Patient Relations department to request an accessible format.

• Offer accommodations during the recruitment process and tailor workplace emergency plans to the abilities of all employees.

• Provide proprietary transportation services in accessible vehicles or equivalent services.

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St. Joseph’s Healthcare Hamilton (SJHH) is committed to providing a respectful, accessible and inclusive environment for all patients, employees and visitors.

If you have any questions, concerns or feedback regarding accessibility at St. Joseph’s Healthcare Hamilton, please contact our Patient Relations Department by calling extension 33838 or by visiting us online at www.stjoes.ca/patients-visitors/accessibility FALLS PREVENTION A fall can happen any time but there are ways to prevent falling. When you arrive, a member of your care team will take a history. Some of the questions are about your history of falling and your risk of falling in the future.

Plans to prevent a fall may include: • Looking at medication you take.

• Helping you learn to use a walking aid such as a walker.

• Asking a family member to bring in a good pair of walking shoes for you to wear.

You can also help yourself from falling. Around the unit and the buildings you may see signs and posters with helpful hints to follow.

When you go outside, be careful when it has rained, snowed or there is ice on the ground. Walk with a friend. Always wear shoes. Use your walking aid if you have one. Some medications may make you feel dizzy. To prevent a fall when you get out of bed, sit up slowly. Sit on the bed for a minute and then stand up. If you feel dizzy or like you may fall, sit down right away – on a chair, a bed or on the floor. Ask someone for help. Tell a member of your care team about this.

Remind your visitors to follow the same safety precautions.

FIRE SAFETY St. Joe’s policy is to provide a safe environment for all its patients, visitors, physicians and staff. In the event of an emergency, the hospital has a fire response plan that incorporates a fire plan, training and monthly drills.

When you hear a fire alarm, we will inform you if any action is necessary.

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FRAGRANCE-FREE St. Joe’s is a fragrance-free environment. Please wear fragrance-free antiperspirant, lotion, aftershave and hair products. Please do not wear perfume or cologne.

HOSPITAL ID As a visitor to our campus, you have the right to know who is providing your care. All SJHH staff, physicians, volunteers and learners are required to wear ID that clearly shows their first and last name, professional role and the area they are working in.

INFECTION, PREVENTION AND CONTROL The health and safety of our staff, patients and visitors is of paramount importance to us at St. Joes. Good hand hygiene is the single most important factor in preventing the spread of infections. Please clean your hands upon entering or exiting the hospital, as well as before and after visiting with a patient. For your convenience, hand hygiene stations are located throughout the hospital and at the building entrances.

LATEX FREE ENVIRONMENT Due to allergies, balloons made from latex are not permitted. Mylar or foil balloons are allowed.

MOBILE DEVICES FOR RECORDING/PHOTOGRAPHY/ MEDIA POLICY In order to respect and protect the privacy and confidentiality of all patients, visitors, staff and volunteers, St. Joes does not permit recording voice, capturing photos or taking videos while on hospital property except with the express (i.e. written) approval of anyone who would be included in the recording, photo or video.

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THERE WILL BE

4,000 CHAIRS, 1,000 DESKS, 1,500 FILING CABINETS AND 1,000 TABLES IN THE NEW BUILDING.

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PREVENTION OF VIOLENCE We are committed to the prevention of violence in the workplace and will take every precaution reasonable to provide a healthy, safe, secure and violence-free workplace environment for everyone. We expect everyone to treat one another with dignity and respect. Aggressive behaviour and/or violence are unacceptable.

SECURITY Hours: 24/7 Location: Main Security Office – Level 1 There are cameras installed throughout the facility and in the parking lots for the safety of our patients, visitors and staff.

SMOKE FREE ENVIRONMENT SJHH provides a smoke-free environment. This means that no one can smoke in any building or on the property.

We know that being in a smoke-free hospital may be hard for you if you currently use tobacco products. We also know that you may or may not want to quit using them. We would like to make sure you’re comfortable and safe while you are here so please talk to your healthcare provider about quitting.

We have many ways to help: quit smoking programs, Nicotine Replacement Therapy (NRT) and personal support from your care team is available.

For more information, please talk to a member of your healthcare team.

Consultation for individuals on inpatient units is available with a Tobacco Treatment Specialist at ext. 36677.

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patient & family services

THE SQUARE FOOTAGE OF ST. JOE’S ON WEST 5TH IS

12 x larger THAN THE NEW IVOR WYNNE STADIUM. 38

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BOOK NOOK Hours: 10 a.m. – 12 p.m. and 1 p.m. – 4 p.m. | Monday – Friday Location: Level 2 Galleria

The future belongs to those who believe in the beauty of their dreams.

– Unknown

The Book Nook provides an opportunity for you to borrow a book, magazine, listen to music or watch a movie in our video viewing room.

FINANCIAL SERVICES/CASHIER Hours: 8:00 a.m. – 4:00 p.m. | Monday – Friday Location: Level 2 Galleria Financial Services/Cashier provides financial services for patients and visitors. Patients can receive assistance with their money and valuables.

HAMILTON MUSEUM OF MENTAL HEALTHCARE Hours: 10 a.m. – 2 p.m. | Monday – Friday Location: Level 2 Atrium The Hamilton Museum of Mental Health Care is committed to the collection, interpretation and continued preservation of the history of mental health care at this location from the early days to the present.

The Museum will provide a place to learn and share knowledge and understanding of mental health care.

LIBRARY RESOURCE CENTRE Hours: 8 a.m. – 4 p.m. | Monday – Friday Location: Level 2 Atrium Contact: ext. 36322 or 36286 A collaborative and innovative academic environment that will provide access to both print and electronic resources for the educational needs of nursing staff, physicians, therapists, volunteers, and students. It is connected to the McMaster Health Sciences library network, allowing for interlibrary access. Patients, family members, academic partners and the community will also have access to this area.

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Computer Training Room The Library Resource Centre will manage the computer training room, which consists of 8-10 computers.

MENTAL HEALTH AND WELLNESS RESOURCE CENTRE Hours: Monday – Friday | 10 a.m. – 12 p.m. and 1 p.m. - 4 p.m.

Location: Level 2 Galleria Contact: ext. 35406 Provides individuals and their families with mental health, addiction, and recovery related information through various formats including print, video, and audio. There are computers and access to the internet for those who require it.

PATIENT AND FAMILY COLLABORATIVE SUPPORT SERVICES Hours: 9 a.m. – 5 p.m. | Monday – Friday Location: Level 2 Galleria Contact: - Peer Support Providers – ext. 36600 - Family Liaison/Peer Support – ext. 35599 Offers peer support to individuals who are currently using inpatient or outpatient mental health and addiction services. This includes one-to-one peer support, group peer support, and support for family members. Peer Support Providers and the Family Peer Support/Liaison Worker accept direct referrals from both individuals and staff by phone or in person.

PHARMACY Hours: Monday – Friday; 8:30 a.m. to 4:30 p.m.

Location: G069 Outpatients will be able to pick up their Clozapine from the Pharmacy during regular business hours, however they will be unable to use the Pharmacy for any of their other prescriptions.

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PSYCHIATRIC PATIENT ADVOCATE OFFICE Hours: 8:30 a.m. – 4:30 p.m. | Monday – Friday Contact: ext. 36246 Location: Level 2 Galleria The Psychiatric Patient Advocate Office, a program of the Ministry of Health and Long-term Care, provides advocacy and rights advice services at the West 5th Campus. Rights advice is provided in eight mandatory situations under the Mental Health Act and its regulations. Advocacy assists clients with their legal, therapeutic and social rights.

SPIRITUAL CARE Hours: 9 a.m. – 5 p.m. | Monday to Friday; On-Call crisis coverage 24/7 Locations: - Chapel with attached garden – G196 - Harbour Spiritual Centre – E243 - Spiritual Care Offices – E244 - Labyrinth – located on the grounds (phase 2) STUDIO 100 Hours: 8:30 a.m.- 4:30 p.m. | Alternating Tuesday, Wednesday, Friday one week; then Tuesday, Wednesday the next week. See schedule posted on door.

Location: Level 2 Galleria Studio 100 is for individuals who are staying on an inpatient unit – by appointment only.

TRANSLATORS/CULTURAL INTERPRETERS If English is not your primary language, ask a member of your care team for the assistance of a cultural interpreter. If you are deaf or hearing-impaired, ask a member of the care team to arrange for an interpreter.

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TWICE AS NICE (formerly THE GEAR) Hours: 10 a.m. – 12 p.m. and 1 p.m. - 4 p.m. | Monday – Friday Location: Level 2 Galleria The Twice As Nice boutique provides inexpensive clothing and accessories for our West 5th Campus clients. A clothing drop box is available on Level 0 at the base of the atrium stairwell.

VOLUNTEER RESOURCES Hours: 9 a.m. – 5 p.m. | Monday – Friday Location: Level 3, Block H Volunteers play a vital role in the delivery of exemplary patient care at St. Joseph’s Healthcare. Over 700 volunteers give their time, passion and skills to the many patients, families, visitors and staff each and every year. Volunteers work alongside healthcare teams in more than 20 areas of the West 5th Campus providing way finding supports, engaging in recreational activities and operating the Twice as Nice boutique and the Museum.

Volunteer Resources can be contacted at ext. 35561 or by email at voluntee@stjoes.ca.

WELCOME CENTRE Hours: 8 a.m. – 9 p.m. | 7 days a week Location: Level 1 Atrium As the first point of contact for staff, patients and visitors, our team at the Welcome Centre will work to create a welcoming and positive experience for those who visit or come for care at St. Joseph’s West 5th Campus. Staffed during core business and visitor hours, a Public Relations Assistant will anticipate and address requests for information about the campus, programs, services, visiting hours, amenities, directions and more. Working with Volunteer Ambassadors, the Welcome Centre staff will also help patients, visitors and staff navigate the building with general wayfinding, and through the provision of maps and directions.

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WELLNESS CENTRE Location: Level 2 Galleria The Wellness Centre is a Therapeutic Recreation program space, designed as a studio, to facilitate therapeutic interventions which encapsulate mind, body and spirit. Inpatient and outpatient services such as Zumba, Laughter Yoga, Hatha Yoga, Group Fitness and Recreation Relaxation, are examples of programs to be offered within the physical, affective, cognitive, social and spiritual domains of the Recreation Therapy Service.

Please contact ext. 35566 for more details.

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amenities & support services

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ATM/BANK MACHINE There is a bank machine located on Level 0 just inside the Outpatient Entrance.

Dwell in possibility.

– Emily Dickinson

FOOD SERVICES Vending Machines There will be four vending machines in the cafeteria (always accessible) serving a variety of hot and cold drinks, and snacks. In the Inpatient Zone they are located in the Galleria beside the gymnasium on Level 2.

Cafeteria and Tim Hortons Hours: 7:30 a.m. – 5 p.m. | Monday – Friday Location: Level 0 Atrium Colours Café Hours: 7:30 a.m. – 9 p.m. | 7 days a week Location: Level 2 Fresh food, a friendly atmosphere and excellent value is what Colours Café and convenience store is all about. Managed by a professional chef, Colours provides a variety of imaginative and healthy food options that change throughout the day, including: artisan sandwiches, fruit cups, bagels, muffins, soups and salads all complemented by a selection of quality, freshly brewed coffee and tea. Convenience store items will also be stocked and includes stamps and bus tickets.

Colours Café is a social enterprise and cooperative working arrangement between Rainbow’s End and St. Joseph’s Healthcare Hamilton. Rainbow’s End’s mission is to create supportive employment opportunities for people living with mental illness.

MAIL SERVICE Patient mail will be placed in the Inpatient Units mailbox for pickup by a representative from the inpatient unit.

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PARKING OFFICE Hours: 9 a.m. – 12 p.m. | Monday – Friday Location: D160A PUBLIC PHONES Pay phones are located by the Main Entrance and the Outpatient Entrance.

WI-FI The new building will have free Wi-Fi throughout the facility.

To use this service, visit the Welcome Centre to request the current Wi-Fi password. When prompted by your device to choose a network, select “SJH-Data Guest”.

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WHAT’S YOURS? JOIN US IN STRIVING TO BE STIGMA FREE

Share your ideas by emailing stigmafree@stjoes.ca

I am improving the quality of care at St. Joseph’s by …

Annette

Member, Patient & Family Advisory Council To learn more about becoming a patient or family advisor at St. Joseph’s Healthcare Hamilton, please contact Laura Wheatley at lwheatle@stjoes.ca or call 905.522.1155 x33275 Visit our web page at www.stjoes.ca/patientcouncil or scan the QR code (right) with your smartphone.

If you have compliments, questions, comments or complaints, please speak with a member of your healthcare team.

NOTES

Modern health care in Canada started with a promise of universal access to the best medicine possible. At St. Joseph’s Healthcare Hamilton, we have a unique opportunity to renew that promise by re-imagining it for the 21st century. Our legacy demands we see this opportunity as our obligation. In the spirit of our founders who challenged convention and perceptions by welcoming all regardless of means or need, renewing the promise of health for all is our purpose.

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