Arnprior & District Memorial Hospital Patient & Family Information Handbook

VISION:

Creating a thriving community together.

MISSION:

VALUES:

Welcome to Arnprior Regional Health.

On behalf of our dedicated team, I am pleased to welcome you to Arnprior Regional Health (ARH).

Our Hospital has been an important part of the local community since 1945. Today, as part of Arnprior Regional Health, the Hospital provides exemplary care to the residents of Arnprior, McNab/Braeside, Mississippi Mills and West Ottawa.

Throughout our organization’s history, Arnprior Regional Health has remained committed to innovative, compassionate and exemplary care that meets the changing needs of our growing community.

All that we’ve accomplished over the years is thanks to our patients and their families. It’s the needs of our patients that drive ARH forward. Without hearing from you, we wouldn’t have a deep understanding of how we can support the community and how we can do better.

Your needs as an individual patient are just as important as the needs of the community. During bedside shift reports and hourly rounding, you will be asked for input about your care. Let us know what’s making a difference for you and share suggestions about how we can do better.

After you’re discharged, you can provide feedback through our post-discharge phone calls and by filling out the patient satisfaction survey. You can also use the feedback forms on our website. Additionally, we are always looking for patients and families to participate on our Patient Family Advisory Council.

As a patient and a community member, you know what you need and how we can improve the care experience for future patients and families. We value your feedback and it helps to ensure we make your care experience the best possible.

Many thanks for your continued support and partnership in delivering excellent local health care.

Leah Levesque President & CEO Arnprior Regional Health

As your partner in health, we deliver compassionate, innovative, quality care each day.

Honesty, Empathy, Accountability, Respect, Teamwork

Frequently asked questions

We want you to be as comfortable as possible during your treatment and recovery at Arnprior Regional Health. If you need anything, please just let us know!

What will I eat while I’m in the hospital?

Menu: Our 3-week rotational, seasonal menu provides options for therapeutic diets and texture modifications. We follow IDDSI guidelines (International Dysphagia Diet Standardization Initiative) to support safe swallowing. Adaptive cutlery/devices are provided as needed. If you have any difficulties managing/chewing your food, please inform your nurse. Food is important for healing and maintaining good health. We support local food suppliers where possible in menu development and follow the latest version of Canada’s Food Guide.

Food Allergies: Be sure to make your nurse aware of any food allergies.

Breakfast: Served at approximately 8:15 a.m. Our standard breakfast offers a choice of hot or cold cereal. Continental or hot meals will be provided as per menu. You will be asked your cereal and hot beverage choice a day in advance.

Lunch: Served at approximately 12 p.m. After breakfast service, you will be provided with a hot or cold lunch choice.

Dinner: Served at approximately 5 p.m. After lunch service, you will be provided with a hot or cold dinner choice. Meal trays will be delivered to your room by food service staff or your nurse.

Between Meals: Water is provided by volunteers or your nurse. Food Service staff will provide a beverage/snack cart at approximately 2 p.m. Your nurse will provide you with a beverage/snack in the evening. If you would like something else to eat or drink, please let your nurse know.

Nutritional Supplements must be ordered by the physician or dietitian. If you do not like the taste/flavour of the supplement, please let your nurse know.

You can speak to your nurse, Food Service staff, Dietary Manager or dietitian to provide your food preferences and general food service-related feedback.

All Food Service staff hold a minimum of a current Safe Food Handler Certificate. Our premises are routinely inspected by the Renfrew County and District Health Unit.

Can I use my cellphone or tablet while I’m here?

You may use wireless devices such as cell phones, tablets or laptops in public areas of the hospital, such as in hallways, waiting rooms, lobbies or the cafeteria and in patient rooms. These devices cannot be used in treatment areas such as the Emergency Department, operating rooms, Diagnostic Imaging, the lab or in clinic rooms.

Please set all devices to “quiet” or “vibrate” and maintain a moderate speaking volume.

In order to preserve patient confidentiality, these devices must not be used to photograph, take video images or record the conversations of any patient, physician, volunteer or staff member without appropriate signed consent.

How do I access the Internet?

Patients and visitors may access the ARH-Public Wifi. There is no password required.

How do I watch TV?

Each bed has a TV that is available to rent daily for a fee. This will give you a range of Cogeco cable channels. You can access TV services right on the terminal with the use of a credit card. If you need support or do not wish to pay by credit card, please contact your nurse or ward clerk who will connect with the Switchboard Department to process other payment options.

What services are available during my stay?

Bedside telephones

Bedside telephones are available for a fee* by contacting the Ward Clerk. To make an outside call, press “8” and the phone number you wish to dial.

*Note that nurses cannot provide refunds for telephone charges. If you have any questions about your account, please contact Patient Accounts (ext. 278).

Cafeteria

The cafeteria is open weekdays from 8 a.m. to 1:30 p.m. Interact Debit/Visa is accepted. Gift cards are available. We offer a rewards program for coffee and tea with the 10th cup free. We support local Madawaska Coffee Co.

Vending machines

Vending machines are located in the Emergency Department and can be accessed 24 hours a day, 7 days a week.

The Gift/Book Shop

The Gift/Book Shop is located on the ground floor beside Diagnostic Imaging, and is open weekdays from 10 a.m. to 2 p.m. The Shop is operated and staffed entirely by Auxiliary volunteers.

Pastoral care

Spiritual support during your hospital stay can be provided by the requested minister, priest. To request pastoral care, please speak to your nurse or ward clerk There is also a chapel located on the Inpatient Unit available to patients, families, visitors and staff.

Mail delivery

Mail addressed to you at the hospital should be clearly marked as “Inpatient” and will be delivered directly to your room. Any mail arriving after your discharge will be mailed to your home address.

If I’m sharing a room, how can I be a good roommate?

• Please be courteous to fellow roommates and respect their privacy. They are also not feeling their best and may not want to engage in conversation. It’s also okay for you (or them) to keep the curtain pulled for privacy.

• Please do not share information you may overhear about another patient’s condition or treatment plan.

• Try not to use the phone after 10:00 pm if possible, as it can be disruptive to others.

• Please turn out your lights by 11:00 pm. The light disturbs others who may be trying to sleep.

Where can I smoke?

To protect the health of our patients, visitors and staff, smoking is NOT permitted on hospital property.

Following the Ottawa Hospital Model for Smoking Cessation, all admitted patients are screened on admission. Your nurse will ask you about tobacco use and will offer you some options to assist you to stop smoking.

How do I pay for services that aren’t covered by OHIP or my private health insurance?

There are a range of easy options to pay for uninsured services, or for patients who do not have valid health insurance.

Payments can be made by cash, cheque, and debit, Visa or MasterCard via:

• In-person, at Switchboard in the Emergency Department

• secure system on the ARH website

• Business Office at 613-623-7962 ext. 278.

• Mail (please write your account number on the cheque)

Arnprior Regional Health

350 John St N, Arnprior, Ontario, K7S 2P6

Attn: Accounts Receivable

Tell us how we’re doing — we’re listening!

If you have any questions or concerns about your care, we encourage you to speak with a member of your healthcare team.

Patient relations

If you feel you need further assistance after speaking to team members involved in your care, you can contact Raeline McGrath, VP of Patient Care, Chief Nurse Executive who is responsible for Patient Relations, by phone at 613-623-3166 ext. 237 or by e-mail at rmcgrath@arnpriorhealth.ca.

Ontario Patient Ombudsman

If you feel your complaint or issue raised has not been resolved to your satisfaction, you may contact the Ontario Patient Ombudsman. The Ontario Patient Ombudsman believes that complaints have the power to improve the system for everyone and are critical facilitators for quality improvements, developing innovative solutions to challenges in health care and improving the patient experience. The Office of the Patient Ombudsman accepts complaints from patients, former patients, or substitute decision-makers (SDM) related to the actions or inactions of a Health Sector Organization (HSO) as defined in the Excellent Care for All Act, 2010 (ECFAA). HSOs within Patient Ombudsman’s jurisdiction include public hospitals, long-term care homes, and home and community care coordinated by the Local Health Integration Networks. As an office of last resort, they will only become involved after a complainant has tried to resolve their complaint at the point of care with the organization. The Patient Ombudsman can be contacted by:

• Phone (Ontario only): 1-800-263-1830

• Outside Ontario: 416-586-3300

• TTY (teletypewriter): 1-866-2560

• Email: info@ombudsman.on.ca

Post-Discharge Phone Calls

You will receive a call from a nurse within 24-48 hours after your discharge. The purpose of the call is to ensure that your transition home has been safe and that you have all the necessary information regarding your discharge instructions. If you provide us with any feedback, it will be shared with staff, physicians and your healthcare team to allow us to offer the best patient experience possible and to make improvements.

Patient experience surveys

After you are discharged, if you have given consent, you may receive a patient experience survey by email for you to complete. Your feedback is important to us so we can make the necessary changes to improve both the quality of care as well as patient experience. Your responses are completely anonymous, so please be open and honest.

We share the results with our staff, Patient Family Advisory Council and the ARH Board of Directors. We are happy to provide recognition to our staff when patients feel they had a great experience here at ARH. We welcome your feedback both when we have met your expectations, as well as when we have not.

Who are the members of my healthcare team?

Your entire healthcare team is committed to providing compassionate, quality care each day. Members of your healthcare team could include:

Doctors

The attending physician is the doctor who is responsible for your care while in the hospital. This may be your regular family doctor, or the doctor who is covering if your family physician is not available or does not have privileges to admit patients at this hospital. You might also meet medical residents or medical students, both of whom work under the direction of your attending physician.

Nurses

Nurses plan and evaluate your daily care, administer medications and treatments, and provide education for your safe discharge. The hospital employs registered practical nurses (RPNs) and registered nurses (RNs).

Allied Health Professionals

Allied health professionals are licensed, regulated professionals who work with the physicians and nurses to assist in planning and delivering your care. Examples include clinical dietitians, physiotherapists and pharmacists.

Volunteers

You may meet some of our wonderful volunteers, who can provide you with water, juice or snacks, read a book, share a smile, or assist by transporting you to other departments for tests (under the direction of the nursing staff).

And of course, at the centre of your healthcare team is you, the patient. We also consider your family members to be very important members of your care team, and we encourage our patients and families to be actively involved with their care. By working together with your healthcare team, we can ensure safer care, and a better patient experience.

How can I be actively involved in my care?

There are many things that we do that give you an opportunity to be actively involved in your own care. By being involved, it will help make the care you receive and the experience you have at ARH the best it can be.

Patient Communication Boards

Each patient has a white board on the wall of their room that is used to enhance communication and patient care. This patient communication board helps you and your family stay informed about your care. You can find important information on your communication board, like your nurse’s name, your doctor’s name, your planned discharge date, and your goals for the day. The white board is meant to support two-way communication between the patient and family and the interdisciplinary team.

Rounding

One of your caregivers will check in with you every hour. We call this “rounding.” We do this to make sure you’re comfortable, have everything you need, ensure your pain is under control and if you need it, to help you to the bathroom or change positions. We want you to feel comfortable to ask for what you need so you can focus on getting better.

Bed-side shift reporting

When one nursing shift ends and another begins, it’s important that nursing staff update the staff on the next shift about each of their patients. Our nurses will provide a report to the next nurse on shift right at your bedside. You and your family member(s) are encouraged to participate in the report. Shift reporting at the bedside makes it easier for you to be directly involved in your care and ensures that you, your healthcare team and your family all have the same up-to-date, accurate information.

When can my family visit me?

We do not consider family as “visitors.” Your family is welcome 24 hours a day, according to your preference. Who you consider your family and how they will be involved in your care is up to you.

Having your family participate in your care can have many benefits. Their presence can help reduce anxiety and make you feel less isolated, which makes it easier for you to focus on healing and recovery. Your family being actively involved can also help improve the experience for you and make it easier for your family to support your care once you leave the hospital.

It’s helpful for us if you and your family choose a family spokesperson who will communicate with hospital staff and also with your extended family members. This will help ensure that the information that needs to be shared is consistent and reaches the people who need to know.

When are visiting hours?

Visiting hours are from 11 a.m. to 8 p.m., seven days a week. We ask visitors to respect the following:

• DO NOT visit if they are unwell.

• Wear a mask at all times

• Keep the number of visitors at one time to two or less. If you have more than two visitors, please use the lounges that are available on the units. Avoid waiting around in the hallways.

• Visitors should only visit one patient at a time.

• Keep young children from climbing on patient beds and from running in hallways.

• Visitors are not to use offensive language.

• Latex balloons are not permitted in the hospital, as patients may have an allergy to latex.

• Visitors are asked to not wear strongly scented products, such as perfume, cologne, or aftershave. Strongly -scented flowers (like lilies) are not permitted. Visitors will be asked to take home any flowers that are very fragrant and may impact other patients or staff.

Your family is welcome 24 hours a day, according to your preference.

Our Charter of Patients’ Rights & Responsibilities

As part of our commitment to providing exemplary patient care, we’ve worked together with our patients, staff and others to develop our Charter of Patients’ Rights and Responsibilities. By promoting and respecting these rights and responsibilities, we can successfully fulfill our mission and vision.

We believe that all patients have the right :

• to quality care, without discrimination;

• to be treated with dignity and respect;

• to privacy and confidentiality;

• to participate in and make informed decisions about their care;

• to have their family participate in their care upon request;

• to their own health information, including health records; and

• to compliment or complain without fear of retaliation or compromising the quality of their care.

We believe that all patients have the responsibility:

• to be respectful of, and to, the healthcare providers who are providing care;

• to treat all healthcare providers in a non-abusive manner (this includes verbal and physical abuse);

• to be respectful of the needs of other patients and their families;

• to give healthcare providers the most accurate health information;

• to participate in the creation of their treatment plan;

• to follow the healthcare facility’s rules and regulations, as posted;

• to report any changes in their medical condition; and

• to provide feedback to assist in improving their hospital experience.

What will you do to prevent me from falling while I’m in hospital?

Your illness and/or your medications may cause weakness or affect your balance and make you more at risk for a fall. Medical equipment and being in an unfamiliar environment can also increase your risk. As part of our commitment to patient safety, we regularly assess all of our patients for falls risk.

• We will assess your risk of having a fall on admission and as your condition changes

• We will determine what preventative measures should be taken while you are in the hospital, and share this information with staff and your family involved in your care

• We will indicate on the patient communication board in your room if you are at risk of falling. This lets your healthcare team be aware so they can ensure that all preventative measures are in place.

• We will show you how to use your call bell and remind you when to call for help.

• We will check in with you (called “rounding”) every hour to ensure you have your call bell and other items such as tissues close by. We will assist you to the bathroom as required, as well as ensure there are no tripping hazards in your way.

• We will respond to your calls for assistance in a timely manner.

• We will assist you with getting in and out of bed.

• We will ensure you have safe footwear and mobility aids as needed.

• We will provide an ID bracelet that indicates you may be at increased risk of falls.

What can I do to help prevent falls?

• Advise your nurse if you have a history of falls.

• Ask the nurse about what fall prevention measures are being taken to reduce your risk of falls.

• Use the call bell to get assistance if required to get in and out of bed.

• Wear non-skid footwear and use mobility aids as advised.

• Make sure the call bell is within reach before your family or staff leaves your room.

• Notify your nurse if your safety ID band comes off for any reason.

What can my family and visitors do to help prevent me from falling?

• Remind your family member to ask a nurse for help when getting up.

• Consider staying if your family member is at high risk of falling or wandering, or is confused.

• Let us know if your family member is confused or disoriented, weak or dizzy. Some medications may have side effects that can cause weakness or dizziness.

• Let us know before putting bedrails up. Bedrails can be dangerous for some patients as they can climb over them and fall from a greater height.

• Let us know if you see a patient alone outside their room and they have a purple wristband or appear unsafe walking alone. A purple wristband indicates the patient is at increased risk of falling and additional precautions are required.

• Before you leave, make sure your family member can easily reach everything they might need, like the call button, the phone, the remote or the bedside table.

• Let us know if there’s anything else we can do to help prevent your family member

What are

“healthcare-associated

infections” and what do you do to prevent them?

Healthcare-associated infections (HAIs) are infections that patients acquire while hospitalized for another reason. This type of infection was not present or incubating at the time of admission to the hospital. Healthcare-associated infections can happen in any healthcare setting .

We are vigilant and actively monitor for HAIs at the hospital and in our other facilities. We screen all admitted patients for methicillin-resistant Staphylococcus aureus (MRSA). Your healthcare provider will collect a sample by swabbing your nose, rectum, and any skin lesions, wounds, and exit sites of an indwelling device (e.g. urinary catheter). We appreciate your cooperation as this is a necessary step to keep our patients as safe as possible.

What can I do while I’m in hospital to help keep myself safe from infection?

Hand hygiene

Cleaning your hands is a very important and effective way to prevent HAIs and limit the transmission of germs. This can be accomplished by using alcohol-based hand rub or soap and water. It is also very important that your healthcare provider washes their hands before coming in contact with your environment, and it’s okay for you to remind them to wash their hands before providing care.

It is important that all staff clean their hands when they enter and exit the facility AND before they enter and exit your room. Additionally, staff should be performing hand hygiene before any aseptic procedures and after any fluid exposures.

Family and visitors asked to stay home if feeling unwell

We ask anyone who is sick or has been around anyone who has been sick not to visit you in the hospital until they are feeling better. It is helpful to ask your family and visitors to not visit other patients before or after visiting you.

Respiratory etiquette

Respiratory infections can easily spread to others, so it is important to cover your mouth and nose when you cough or sneeze. Cough or sneeze into your sleeve or a tissue, not into your hands. Immediately dispose of the used tissue into the receptacle and clean your hands.

What are some things you do to keep me safe while I’m in the hospital?

Patient identification

The bracelet applied to your wrist has unique patient identification information. Please wear this bracelet at all times, as staff are required to scan or read the bracelet before administering medications or providing treatment to you.

Medication safety

Knowing what medications you take is an important part of your safety. Please bring your medications in their original bottles/packages, including any herbal medications or health food supplements. They will be reviewed by your nurse or doctor and pharmacist, then can be sent home with a family member or stored by the nursing staff if sending them home is not possible. You are not permitted to keep medications at your bedside unless your physician requests it. For medications not stocked by the hospital or for multi-use items like inhalers or eye drops, you may be asked to use your own supply while in hospital. During your stay, the nurse will store them in the medication cart and administer these medications as ordered by the physician, along with any medications supplied by the hospital. On discharge, your own medications will be returned to you or your caregiver. Before you return home, be sure to ask for updated instructions about what medications to take at home.

Huddles

You may see a group of staff members standing in a circle outside the nurses’ station. This is called a “huddle.” Huddles are short, stand-up meetings attended by many of the staff who are working on the unit at the time. Huddles are an important safety tool because it ensures staff are all on the same page. Staff are encouraged to discuss the day’s priorities, any safety issues that need to be addressed, what’s working well for them that day and recognize any staff members who are doing a great job.

Protecting the privacy of your personal health information

We understand that your health information is personal and must be protected. All ARH employees have signed confidentiality agreements, preventing them from communicating any information about your personal health except with other health providers regarding the provision of your care.

In order to preserve patient confidentiality, cell phones and other wireless communication devices may not be used to photograph, take video images or record the conversations of any patient, physician, volunteer or staff member without appropriate signed consent.

To best protect the privacy of your personal health information, we promise to do the following:

• To provide the highest possible level of confidentiality around the collection, use and disclosure of your personal health information;

• To collect only necessary information and use that information solely for the purpose for which it was collected;

• To disclose only information necessary for the delivery of your care and the management of the healthcare system. This could include sharing information with the eHealth Provincial Health Record, your family doctor, a laboratory, another healthcare provider, your health insurance plan or regional/provincial Enterprise Master Patient Index Systems. This could also mean disclosing information to comply with legal and regulatory requirements (e.g. the Mental Health Act), research requests, patient satisfaction surveys, internal ARH fundraising and teaching or statistical requirements;

• To ask your permission before disclosing any of your information for purposes not related directly to the above. We will also respect your right to withdraw your consent to use your information for purposes not required for legal or regulatory requirements;

• To recognize your right to access your health information when you request it and provide copies for a fee;

• To recognize your right to review your personal health information with a member of our staff during your hospital stay; and

• To respond to your questions or concerns about the way we handle the privacy of your personal health information.

If you require further information, you can contact our Chief Privacy Officer Julie Byers at 613-623-7962 ext. 261.

To access your health information and/or get a copy of your health record, please call 613-623-3166 ext. 207 or direct requests to:

Arnprior Regional Health

Health Records Department, Attn: Manager 350 John Street N, Arnprior, ON K7S 2P6

Patient Portal

The Patient Portal is an online tool that gives you the ability to see your health records from Arnprior Regional Health and other CHAMP hospitals, which includes:

• Queensway Carleton Hospital

• l’Hôpital Montfort

• Élisabeth Bruyère Hospital

• Carleton Place & District Memorial Hospital

• Glengarry Memorial Hospital

When you sign up for the Patient Portal, you can access:

• Lab results and medical reports

• Medication prescribed at discharge

• Visit and appointment history

• Dates and details for scheduled appointments

As a first step in accessing the Patient Portal, you need to speak to a member of our team at Patient Registration or Health Records (613-623-3166 ext. 545) who will sign you up for the Patient Portal.

You will then receive a confirmation email that will provide details about how to set up your account.

To log in, you will need to visit Connected Care and enter your username and password. If you have forgotten either, use the prompts on the login page to reset your account –this will require access to the email you have linked to the account.

You will now be to access the Patient Portal, anytime, anywhere in several ways:

• Downloading the mobile Patient Portal app, MHealth, and using the Portal Name: Connected Care

• Logging in through the web-based platform on your laptop or computer

• Logging in through the web-based platform on your phone or tablet

For support using the Patient Portal, please call the toll-free number: 1-833-721-0660.

ARHF is the is the registered charitable arm of Arnprior Regional Health. The primary purpose of ARHF our charitable cause is to support the delivery of excellent care, treatment, screening and diagnostics.

To address our mission, we rely on support from local partners, businesses and community members to ensure that healthcare professionals have access to leading edge and life-saving equipment so that great care is kept, right here in our community.

Donor support is critical for our Foundation, as the government does not fully fund all costs related to facility upgrades and/or the medical equipment that is needed to keep us all healthy and safe.

If you would like to make a donation, recognize excellent medical care and/or get more information about the Foundation, please feel free to reach us at extension 362 and a staff member will be happy to visit your room.

Arnprior Regional Health Foundation

350 John Street North

Arnprior Ontario,K7S 2P6

Ph: 613-623-7962 ext.362 Fax: 613-623-4844

Revenue Canada Charitable Number: 83258 3744 RR 0001

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www.twitter.com/arharnprior

Community Supporters

Arnprior Regional Health (ARH) would like to thank the many local businesses and sponsors, who made this Patient and Resident Services Directory possible for our patients and residents.

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

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