Delivering An Excellent Patient Care Experience
COMPLIMENTARY COPY PLEASE TAKE ONE
Patient and Family Handbook
Vision: To deliver an excellent patient care experience, in a safe and compassionate environment, in collaboration with our healthcare partners.
Mission: To care for those who access our services while enabling their participation in decisions about their care, and to proactively coordinate their smooth access to other health care services within the broader continuum of care. To support learning and continuous improvement in the delivery of safe, efficient, quality-oriented, and values-driven services. To make choices about services and service-delivery options that consistently balance system needs with available resources, in a constantly changing healthcare environment. To promote a collaborative partnership in education through established affiliations with universities, colleges and tertiary healthcare organizations.
Values:
Compassion Accountability Respect Excellence Safety 2
Delivering an excellent patient care experience
Vision, Mission and Values................................................................................ 2 Welcome Message from the President and CEO.............................................. 3 Declaration of Patient Values and Responsibilities............................................ 6
Welcome
TABLE OF CONTENTS
ABOUT YOUR STAY Be Involved In Your Care.............................................................................. 7 Patient and Family Centred Care..................................................................7 Discharge Letter and Home First ...........................................................7 Resuscitation Wishes ..................................................................................8 Consent Forms............................................................................................. 8 Identification Bracelet .................................................................................. 8 Hospital Rooms Available ............................................................................9 Volunteers.................................................................................................... 9 Things to Bring ............................................................................................9 Personal Items to Leave at Home .............................................................. 10
PATIENTS FIRST - SAFETY ALWAYS Personal Devices........................................................................................ 11 No Smoking Policy..................................................................................... 11 Scent Free Policy........................................................................................ 11 Working together to stop the spread of infections....................................... 12 Falls Prevention ......................................................................................... 14 Your Privacy Is Important To Us ................................................................ 14 Fire Drills ................................................................................................... 15 Security at STEGH .................................................................................... 15
INFORMATION AND COMMUNICATION Pastoral Care ............................................................................................. 16 Crisis Support Team................................................................................... 16 Family Presence (Visiting Guidelines)........................................................ 16 Visitor Responsibilities................................................................................ 16 After Hours Entrance ................................................................................ 17 Washrooms ............................................................................................... 17
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Welcome
Food Service for Patients – At Your Request (AYR)............................................................................... 17 Interpreter Service ..................................................................................... 17 Information Desk ....................................................................................... 18 Switchboard................................................................................................ 18 Mail ............................................................................................................ 18 E-mail......................................................................................................... 18 Gift Box....................................................................................................... 18 Bank Machine (ATMs)................................................................................ 18 Parking ...................................................................................................... 19 Newspapers .............................................................................................. 19 Atrium Cafe – Retail Food Court for Visitors............................................... 19 Vending Machines...................................................................................... 19 Television and Telephone........................................................................... 19
WHEN LEAVING THE HOSPITAL We Want To Hear From You ...................................................................... 20 Concerns or Questions............................................................................... 20 Lost and Found........................................................................................... 20 Before You Leave....................................................................................... 21
FOUNDATION................................................................................22 COMMUNITY RESOURCES..........................................................23 INDEX OF CONTRIBUTING ADVERTISERS................................25 ST. THOMAS ELGIN GENERAL HOSPITAL MAP..................30-31
Please note, we are constantly changing to meet your needs. The information presented here may be subject to change.
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Delivering an excellent patient care experience
As a patient (or family/friend), I have the responsibility to... • Treat the health care team with courtesy and respect • Respect the privacy and confidentiality of others • Provide clear information about my illness and notify my health care team of any changes • Let staff know immediately when I do not understand any information given to me • Voice any concerns about my care immediately so they can be addressed • Participate with my health care team • Accept responsibility for the decisions I make about my treatment
ing
Welcome
Patient Responsibilities
Hospital Core Values Compassion, Accountability, Respect, Excellence and Safety Patient Values
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As a patient (or family/friend), I value…
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• Being treated as an individual with unique needs • Being treated with respect, dignity and compassion • Being listened to, without assumption or judgement • Timely access to care • Knowing the names and roles of my health care team • My time • Privacy and confidentiality • Receiving timely and meaningful information about my care • Being encouraged to ask questions and to take part in making decisions about my care • Professional behaviour by my health care team • A hospital that is welcoming, accessible, clean, and safe • A clear plan for my care upon discharge • The invitation to share feedback about my experience • An excellent care experience
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About Your Stay
ABOUT YOUR STAY At St. Thomas Elgin General Hospital we strive to support timely access to services; to organize and incorporate your care; to promote physical comfort; provide emotional support and to answer your questions so that you can make informed decision about your healthcare.
Be Involved In Your Care
As a partner in your own care, you have the right to be well informed about your condition and treatment plan; be involved in your care. • Ask questions – if you do not understand – ask again • Make sure you are getting the right treatments and medications – do not assume • Understand your diagnosis and treatment plan • Ask about any test results • Have an advocate, such as a friend or family member for support • Know all medications you are taking and why • Be involved in all decisions for your care
Patient and Family Centred Care
At St. Thomas Elgin General Hospital we are committed to delivering an excellent patient experience every time and we are guided in this work by the dimensions of Patient and Family Centred Care (PFCC). The dimensions of PFCC include: • • • • • •
Respect and dignity for patient values, preferences, expressed needs Coordination and integration of care Physical comfort Information, communication and education Emotional support, relieving fear and anxiety Involvement of family (as defined by the patient) and friends
Discharge Letter and Home First
Our Discharge Planning Policy letter begins the discussion about planning for your safe return home once your acute medical treatment at the hospital is complete. Home First is an approach to care that is based on the belief that people are happier and experience better health while recuperating in their own homes. Right now, you are receiving hospital care because you are ill, injured or have undergone surgery. When you need acute hospital care, the hospital is
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Delivering an excellent patient care experience
Some patients will need extra support to return home. If extra health and personal care are required to support your continued recovery at your home, a Case Manager from the South West Community Care Access Centre (CCAC) will work with you, your hospital team and community partners to develop a home care plan with you. If you need support from a CCAC Case Manager, he/she will meet with you before you leave the hospital to discuss your discharge plan.
Dear Patients and Families DISCHARGE PLANNING POLICY LETTER On admission to hospital (or as early as possible) it is important to start planning for your safe discharge home so that we can develop a treatment plan that will allow you to consider home as an option in your next stage of care once your acute medical treatment at the hospital is complete. For patients who do not require an acute level of care, the hospital environment is not an ideal place due to the risk of infection, falls, and lack of mobility, that present significant risks to recovery. The Southwest Community Care Access Centre case managers in conjunction with your interdisciplinary care team will explore all available community options to allow for a safe transition home in order to allow you to consider your longer-term decisions in a safe, comfortable environment. This policy is meant to ensure that you and all of our patients have access to and receive the care most suited to their needs as promptly as possible. We are committed to making this transition a smooth one for you and your family. Thank you for your co-operation. Sincerely, Paul Collins,
About Your Stay
definitely the right place to be. When you no longer need this level of care, you will find it is better to be at home. You will be safer, more comfortable, and be able to get back to your routine.
President and Chief Executive Officer
Resuscitation Wishes
Do not be surprised when we ask, “What are your wishes for resuscitation or end of life care?� Hospitals in Ontario are asking all patients to make decisions on resuscitation or end of life care. Some people will want everything done to keep them alive. However, other people may not want anything done to prolong their life. And that is why we need to ask.
Consent Forms
Patients having operations and some other procedures will be asked to sign a consent form. If you have questions about the consent form please speak to your health care provider proposing the treatment and they will explain the consent and answer your questions so you can make an informed decision.
Identification Bracelet
When you are admitted, and identification bracelet (I.D bracelet) will be placed upon your wrist which must be worn at all times. Please inform your nurse if your name or other information is incorrect. In addition, a red bracelet will be placed on your wrist to alert staff if you have allergies. You will also notice that the bracelet includes a bar code. This bar code allows Nursing Staff to complete closed loop medication administration by scanning your ID bracelet and your required medications. This bar code enhances your safety by ensuring that you receive the right medication at the right time.
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About Your Stay
Hospital Rooms Available
Standard Ward: 3 or 4 beds per room (no additional fee – with valid OHIP card) Semi-private: 2 beds per room (additional fee - not covered by OHIP) Private: 1 bed per room (additional fee - not covered by OHIP)
There will be an extra charge for private and semi-private rooms. We will work with your personal insurance plan to assist with this extra charge. If you do not have personal insurance you are responsible for this fee. We recommend you call your insurance company for information. You may include on the Pre-registration Form which kind of room you would like. We will do our best to accommodate your preference, but it is not always possible to know in advance, what room will be available the day you are admitted. If you wish to change your room type, please call Central Registry at ext. 2131.
Volunteers
We have over 200 volunteers who provide between 30,000 to 35,000 hours each year. Volunteers provide valuable support to patient care and administrative areas. They are identified by blue vests. All volunteers sign an oath of confidentiality and will respect and safeguard your privacy, as do all members of the STEGH team.
Things to Bring
On the day you are admitted, be sure to bring:
Health Card (OHIP) Medications:
Bring your medication list from your
pharmacy including over-the-counter/nonprescription drugs with you. If possible, bring all your medications in their original containers
Inform all persons involved in your
hospital visit if you suffer from allergies/bad reaction to medicines, food, latex, or adhesives
While in hospital, do not take your
own medications unless instructed by staff
Any medications required during your stay will be prescribed by your physician and will be brought to you by a nurse
If you have questions about your medications ask your doctor or nurse 8
Delivering an excellent patient care experience
Personal toiletry items; such as your toothbrush, toothpaste, brush, soap, unscented deodorant, shaving equipment, shampoo, tissues
Pyjamas or night gown, bathrobe & non-slip slippers or shoes Personal Items to Leave at Home
• Scented personal care products such as scented deodorants, perfumes, and after-shave lotions • Important papers or documents you don’t want to lose • Jewellery, cash and expensive clothing • Valuables should be sent home with a family member. If this is not possible, speak to your nurse, they will help arrange for your valuables to be locked in the Business Office (1st floor) and picked up at discharge. • Alcoholic beverages • Laptops, DVD players, radios and smartphones
About Your Stay
Personal Items
St. Thomas Elgin General Hospital is not responsible for loss or damage to personal items.
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Patients First – Safety Always
PATIENTS FIRST – SAFETY ALWAYS Personal Devices
STEGH permits the use of wireless devises in most areas and signage will indicate areas where use is prohibited. The Guest WiFi is free for visitors to use. No password is required. The user needs to join the Guest network and then open the internet browser on their device, fill in their name and password and accepts the terms of use. Written consent is required before any picture, video or audio recordings are taken of any patients and visitors as per the Personal Health Information Protection Act, 2004. Verbal consent is required from staff and physicians prior to any pictures, video or audio recording.
No Smoking Policy
The St. Thomas Elgin General Hospital is a 100% smoke-free hospital. Committed to providing the safest and healthiest environment possible, and in collaboration with Ontario law, St. Thomas Elgin General Hospital has adopted a smoke-free policy that prohibits smoking on all hospital property and grounds. All staff, physicians, volunteers, students, visitors, patients and contractors are expected to comply with the Smoke-Free Environment Policy Anyone wishing to smoke is required to leave Hospital property. The property line is defined as city maintained sidewalks or beyond the tree line should there be no sidewalk. Patients requiring assistance to leave the property to smoke will require a family member to assist them. Our goal is to support patients and assist them in refraining from smoking while in the hospital. Patients are encouraged to discuss smoking alternatives with their treatment providers, so they should not have to leave the property to smoke. If a patient is deemed capable of leaving the property to smoke and wishes to continue smoking while under our care, they will be required to sign in/out of the unit as per current unit protocol.
Scent Free Policy
Exposure to strong scents and fragrances in the environment can cause discomfort as well as directly impact the health of some sensitive individuals. For the safety and protection of staff and patients, visitors are asked not to use scented and/or fragrant products, perfumes, aftershave, air fresheners, room deodorizer. Do not bring strongly scented flowers (e.g. lilies, hyacinths, hibiscus.
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Delivering an excellent patient care experience
Prevent the Spread of Germs Cleaning your hands is the single most effective way to prevent the spread of germs and reduce the risk of healthcare associated infections.
Help us protect you and our patients by cleaning your hands: • before and after eating • after using the washroom • each time you enter or exit the patient bed area • before and after wearing protective gear • when you enter and leave the hospital
To clean your hands:
Alcohol-based hand rubs are available throughout the hospital. Cover all surfaces of your hands and rub for 15 seconds. If your hands are visibly dirty, wash with soap and water and use the paper towel you dried your hands with to turn off the taps.
Patients First – Safety Always
Working together to stop the spread of infections
Room Cleaning
To maintain an environment that promotes cleanliness and supports infection prevention and control practices patient rooms are cleaned once daily.
Visitors should:
• not sit on hospital beds • not use the patient’s washroom. Ask staff where the public washrooms are available • avoid spreading germs, ask staff for assistance if extra linens or supplies are required • not visit if you have a fever, cough, diarrhea or are feeling unwell • try to limit your visit to one patient. If you must visit more than one patient, clean your hands between each visit as above
Infection Prevention and Control
To prevent the spread of infection STEGH has an Infection Prevention and Control Program. Any visitor with an illness or who is not following infection control precautions may be requested to leave, as they may pose a risk to others.
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Patients First – Safety Always
On admission, you will be asked if you have any infections that requ which may include a recent fever, cough, vomiting and/or diarrhea, o any questions pertaining to any infection to your Nurse or Physician Patients: On admission, you may be placed under infection control precautions. Reasons for this may include a recent fever, cough, vomiting and/or diarrhea, or influenza. A precaution sign will be posted that identifies the required protective equipment (gown, gloves, and possibly mask/goggles) to be worn by all upon entering and while visiting in the room.
Some conditions may require that you be placed under Infection Co stop the spread of illness. If your condition requires Infection Contro • posted Upon leaving, the protective (gown, gloves, and possibly mask/ sign will be that identifyequipment the required protective equipment (g goggles) must be put in the garbage and the person must clean their hands. mask/goggles) tosteps beare worn byany alltime upon entering and while in t • These repeated an individual comes in or leaves yourvisiting room. Children should(gown, not visit patients in precautions unless they are able to follow the protective • equipment gloves, and possibly mask/goggles) mu precaution sign. and clean • your hands. These steps are repeated any the time an individ Your visitors are asked to refrain from visiting other patients during same visit. • To ensure the privacy of our patients and clients we will not share the diagnosis of room. It is recommended that children not visit patients in precautio a person under precautions but assure the public that by following the precaution sign, the patientsign. and visitors are not at risk. follow the precaution If you are in precautions, your visitors are • You may need to wear a mask when outside your room to help control the spread visiting otherofpatients during the same germs if you have a respiratory infection.visit. To ensure the privacy o will not share Visitors:the diagnosis of a person in precautions but assure th Pleasesign, stop at the the nurses’ stationand to receive instructions precaution patient visitors arebefore notvisiting: at risk. • for putting on and taking off the protective gear to prevent the spread of germs (see above) • do not assist any roommate of the patient you are visiting, ask the nurse to help instead • ask for assistance with items in the ward kitchen
Hand hygiene involves everyone in the hospital including all staff, he visitors. It is okay, and we encourage you, to ask any staff involved washedInfection their hands. All visitorsSign and clients are also asked to prote Control Precautions Here ishand an example of one of before the isolationand signs after that mayany be posted outside the room: completing hygiene test, and/or visit. An instruction sheet with steps to put on and take off the protective gear can be found on the inside of the isolation caddy or posted on the wall. Please direct any questions pertaining to any infection to your Nurse or Physicians.
Falls Prevention All patients are at risk for falls. Based on
your falls risk, your care team will add individualized interventions to your care plan. Please ask your care team about the interventions they have in place for your safety. We encourage people to ask for help when getting up or walking. Universal Falls Precautions are implemented for all patients (ie: call bell within reach, bed in lowest position) Always back into a chair. DO NOT sit down until the backs of your legs touch the chair. Reach back with both hands to support yourself and ease yourself down slowly.
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Delivering an excellent patient care experience
Use your walking aid every time you walk and use it properly.
•
ALWAYS wear FOOTWEAR that fits properly and has firm non-skid soles before you get up.
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Wear clothing that does not drag on the floor.
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Always ring the call bell and ask for help getting up the first time after your surgery, procedure, or childbirth.
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Ask for help if you feel weak, dizzy or lightheaded when trying to get up.
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Ensure you have items of importance within reach.
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Ask for help if you need it. Staff can assist you in learning ways to reduce your chances of having a slip/trip or fall.
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Get up slowly after eating, lying down or resting. Low blood pressure at these times may cause dizziness.
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Do not grab onto anything for support unless you know it is stable. (ie: bedside table)
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Push off the bed, chair, toilet or commode with two hands, do not pull yourself up.
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Patients at higher risk for falls will be wearing a purple armband and a purple star is placed above the bed. If you have any questions about the purple star or armband, please ask your nurse.
Patients First – Safety Always
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Your Privacy Is Important To Us
St. Thomas Elgin General Hospital is committed to keeping your personal and health information safe and confidential. To provide you with quality health care, we collect personal and health information from you, such as your name, date of birth, address, health insurance numbers, health history, the records of your visits to the hospital and what health care we provided to you. Our full Privacy Policy is available on our website at www.stegh,on.ca or a print copy by request. When necessary, we do share personal and health information with health care providers at other hospitals, health care agencies, nursing homes, etc. who become part of your health care team for the purpose of your continuing care. We may also provide personal information to Hospital consultants, and professional advisors to assist with providing care to our patients. What we share with these agencies is bound by law. If you have any questions or concerns about how we collect and share your personal or health information contact the Privacy Officer, St. Thomas Elgin General Hospital at: 519 631-2030 ext. 2955, or Email: privacyofficer@stegh.on.ca
Fire Drills
Fire drills are held on a regular basis as part of our staff education program. If you hear a fire alarm, do not worry. Wait for a Nurse to give you instructions.
Security at STEGH
STEGH has onsite security presence 24/7. Their role is to ensure a safe environment for patients and their families, visitors and staff. Security personnel can be contacted for non-emergency issues by calling ext. “0” from any hospital phone.
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Information and Communication
INFORMATION AND COMMUNICATION Pastoral Care
Spiritual and religious care is available for all patients and their families. Religious leaders and pastoral visitors are always available. The Chapel is located on the first floor of the main Hospital building. Worship services are held in the 1st floor Recreational/Dining Room of the CCC on Tuesday afternoons at 2:30 p.m. Everyone is welcome.
Crisis Support Team
The Crisis Support Team is a group of volunteers who provide comfort, support and information to families who have experienced the sudden death of their loved one. The team member reports to the Emergency Department, and becomes a vital link between the family and the clinical staff. The volunteer provides a listening ear, compassionate support or anything else that the family needs. This successful team has been in place since 1999.
Family Presence (Visiting Guidelines)
STEGH is committed to working with patients and families to provide compassionate, high quality care. We believe it is important for patients to experience the support of family and friends and to be treated as an individual with unique needs. Visiting is based on the condition, care needs, and expressed wishes of each patient in each unit and may vary from one day to the next as the patient’s condition changes/improves. STEGH does not have set visiting hours. Families, as defined by the patient, are welcome at any time according to patient preference. Children supervised by an adult are welcome. Access to and from the hospital between 9 p.m. and 6 a.m. is through the East Entrance. Security will “buzz” you in and advise the unit staff that you are coming.
Visitor Responsibilities
• Respect the privacy of other patients • Always leave the room, at the request of the patient and/or when other patients in the room are receiving care • Use the public washrooms • Do not visit the hospital when you are ill or have been in contact with someone with a communicable infection (e.g. cold, flu, chicken pox) • Follow all hospital policies – including scent free and latex free policies • All children must be accompanied and supervised by an adult • Check with the nurses before giving any food or drink • All patients need rest, safety, comfort and quiet therefore please keep visits short
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Delivering an excellent patient care experience
• • • • • •
Requested to leave by the patient or their family Disruptive or disrespectful behaviour Not following the “visitor responsibilities” Not following hospital policies including infection control policies Present a danger or threat to others During a hospital emergency
After Hours Entrance
Use telephone located in the East Entrance, Ground floor. Instructions are posted above the telephone. This is the only open entrance from 9 p.m. to 6 a.m. daily.
Washrooms
Accessible washrooms are located on ground floor at the East Entrance, first floor by front entrance, ground floor hallway to Atrium and on A and B Units, South Building. Please do not use the washrooms in patient rooms.
Food Service for Patients – At Your Request (AYR)
Information and Communication
Visitors will be asked to leave the hospital premises for the following reasons:
STEGH is pleased to offer our meal service called; At Your Request Room Service Dining®. At Your Request-Room Service Dining® allows you, the patient, to order “what you want … when you want it”. Using the menu from the nursing station, you may order any of your meals at anytime between the hours of 7:00 a.m. and 5:30 p.m., Monday to Friday and 7:00 a.m. to 3:30 p.m. Saturday, Sunday and Holidays. Family members or friends can place food orders for you from outside the Hospital by calling 519 631-2030 ext. 2800. To view the menu on our web page, please go to www.stegh.on.ca, Patients and Visitors, then to “How we care for you”, then to At your Request Dining (right hand side). If you have any concerns about your menu or any special dietary or nutritional requirements. Please notify your Nurse and a visit will be arranged with someone from the Food and Services department.
Interpreter Service
STEGH has a translation phone. If you require an interpreter, please ask your Nurse. American sign language interpreters are also available upon request.
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Information and Communication
Information Desk
Volunteers stationed at Ground Floor East Entrance and in the Atrium will provide directions to various departments and patient room information, call ext. 2181.
Switchboard
Switchboard is available 24 hours a day. You may reach an operator by dialing 519 631-2020 and pressing “0”, they will direct your call.
Any mail you receive is delivered to your room daily. Outgoing mail may be left at the Nursing Station. Stamps are available at the Gift Box in the Atrium. Please make sure your family and friends have the correct address: (Your name and room number) St. Thomas Elgin General Hospital 189 Elm Street St. Thomas, Ontario, N5R 5C4
Friends and family can send you e-mail by clicking on “Wellness Message” on our website at www.stegh.on.ca. This service is for incoming e-mail only. Patients are not able to reply.
Gift Box
Browse through our selection of cuddly plush toys, flowers, candy, seasonal decorations, cards, magazines, books, baby gifts, health and beauty products and those little extras that may have been forgotten at home. Ask our helpful staff for gift ideas. The Auxiliary ‘Gift Box’ is located on the ground floor Atrium. Call ext. 2220. Hours: Monday – Friday: 10:00 a.m. – 6:00 p.m. Saturday & Sunday: 1:00 p.m. – 4:00 p.m. Spring/Summer Hours: Monday – Friday: 9:00 a.m. – 5:00 p.m. Saturday & Sunday: 1:00 p.m. – 4:00 p.m.
Bank Machine (ATMs)
ATM’s are available in the Atrium and in the hallway outside Diagnostic Imaging.
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Delivering an excellent patient care experience
Patient/Visitor parking is available in the East Parking Lot, South Parking Lot and Emergency Lots. Wheelchair accessible parking is available in all parking lots. Designated patient pickup and drop-off areas are located at the East, South and Emergency Entrances. Do not park in restricted or Fire Lane areas. Vehicles parked in these areas are subject to fines or towing.
Parking Rates are as follows:
• East Parking Lot (enter off of Wood Street or Elm Street) and South Parking Lot (enter off Wood Street) – $5.00 flat rate per visit • Emergency Parking Lot (enter off of Hepburn Street) – $5.00 flat rate per visit Change machines are available on ground level at three main exits (East, South and Emergency exits). Gates accept Mastercard, Visa, or exact change. Please put your car in park while paying at the gate. All parking revenue helps support patient services at the Hospital.
Newspapers
Information and Communication
Parking
Local and Toronto area newspapers are available just outside the East Entrance to the Hospital.
Atrium Cafe – Retail Food Court for Visitors
Conveniently located on the ground floor in the Atrium Salads • Soups • Sandwiches • Specials • Dessert • Coffee • Cold Beverages Open 8 a.m. to 3 p.m. Monday to Friday.
Vending Machines
Available 24 hours a day, located on 1st floor by entrance facing Elm Street and ground floor near Mammography. A refrigerated vending machine with healthy food options is available in the Atrium. Soft drink machines are located in most waiting rooms.
Television and Telephone
To order television service please dial 1-866-223-3686. Have your Visa or MasterCard ready and know the room/ bed number of the patient. Service is non-refundable and non-transferable to another patient. Instructions will be posted in your room. Look for this sign.
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When Leaving the Hospital
WHEN LEAVING THE HOSPITAL We Want To Hear From You
Patient Satisfaction Surveys
At St. Thomas Elgin General Hospital we use a patient satisfaction survey as one way of finding out if we are meeting your healthcare needs. You may receive one during your stay asking for feedback on your hospital experience. We strongly encourage you to complete the survey as they help us to improve the service and programs we offer you and your family. This survey is also available online at http://www.stegh.on.ca/patient-experience.
Concerns or Questions
If there is a concern or question regarding the care that we are providing, please speak with your care giver, nurse or manager. You can also share your comments by contacting our Patient Experience Office at 519-631-2030 ext. 3748.
Care to
Share We want to hear from you
Rm. 1144 – First Floor 519-631-2030 ext. 3748 patientexperience@stegh.on.ca
Lost and Found
This program helps protect people and property. Immediately inform a staff member about any lost or missing items or personal safety concerns.
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Delivering an excellent patient care experience
St. Thomas Elgin General Hospital aims to let families know the discharge date as soon as possible. Most patients will have the discharge orders signed in the morning. A family member or friend should take you home after a hospital stay. Volunteers will be happy to provide a wheelchair escort to your car if needed. Your Doctor decides when you are ready to leave the hospital. Please stop at the Nursing Station to notify staff when leaving. Remember to take a good look around your room to make sure you have not forgotten anything.
Has the Nurse reviewed your discharge information with you? Ask for written discharge instructions that you can read and understand, and a summary of your current health status. Bring this information and your drug list with you to your follow-up appointment.
Do you understand what medications you will be taking at home and do you have your prescription?
Do you have all your personal belongings? Do you need information about services provided at home? Have you cleared up any questions you had? Have you paid your hospital account at the Business Office? on first floor at hospital entrance.
When Leaving the Hospital
Before You Leave
Located
When you get home, if you discover that you have forgotten something
at the hospital, please call us at (519) 631-2020, and ask for the unit you stayed on.
It is important that you understand about your medication(s), what to eat and drink, returning to your normal activities, and your return appointments. If you are unsure about anything, ask your health care team before you leave.
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Foundation
Supporting the St. Thomas Elgin General Hospital’s vision of delivering an excellent patient care experience, every time, through the generosity of donors like you. Join us in the Great Expansion of St. Thomas Elgin General Hospital – the single largest investment in our award-winning Hospital since it was built six decades ago. On the northwest corner of our current location we are building a three storey tower to house a new Emergency Department, Surgical Suite, Sterile Processing Department, as well as a permanent home for Mental Health and Addiction Services. Visit ItsOURHospital.ca and donate today.
St. Thomas Elgin General Hospital Foundation 189 Elm Street, St. Thomas, ON N5R 5C4 519-631-2030 ext. 2246 Charitable registration 89081 6846 RR0001
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Delivering an excellent patient care experience
Stop Smoking Smokers’ Helpline, free, confidential, one to one 1-877-513-5333
Smokers’ Helpline Online. Quit program and support community, www.smokershelpline.ca
Websites for Adults
Health Canada Go SmokeFree, information about quitting www.gosmokefree.ca
Canadian Cancer Society, information on quitting smoking See prevention area of website www.cancer.ca
Quit for life, for youth age 1218 www.quit4life.com
Stupid.ca www.stupid.ca
“Countdown to Quit” A program for smokers who want to quit Elgin St. Thomas Public Health, Quit Smoking Line 519-631-3159 ext 1304 www.elginhealth.on.ca
West Elgin Community Health Centre Quit Smoking programs and services 519-768-1715 www.wechc.on.ca
Websites for Teens
Ontario Lung Association, information on COPD, Asthma, lung cancer and tips for quitting smoking www.on.lung.ca
Group Programs
Community Resources
COMMUNITY RESOURCES Community Resources
Rehabilitation & Mental Health Support and Services Addiction Services of Thames Valley—519-673-3242 www.adstv.on.ca Brentwood Recovery Home (Windsor): 519-253-2441 www.brentwoodrecovery.com DART Info Line (24hrs), Drug and Alcohol Registry of Treatment 1-800-565-8603 www.dart.on.ca Homewood Health Centre (Guelph) Residential Treatment & Inpatient Programs: 519-767-3550 www.homewood.org
Al-Anon, support for families and friends of alcoholics: 519457-9393 www.al-anon.alateen.org Centre of Hope Withdrawal Management Centre (London)—519-432-7241, 519-661-0343 ext 270 or 271 www.centreofhope.ca Heartspace, for pregnant and parenting women(with substance abuse issues) 519673-3242 www.adstv.on.ca House of Sophrosyne (Windsor) Addiction and Stage 1 Trauma treatment. Recovery Programs for Women 1-877-533-9503 Ext 115, or 519-252-2711 www.sophrosyne.cam
Alcoholics Anonymous: 519633-0430 www.alcoholicsanonymous.org ConnexOntario, Online Service in Ontario Alcohol, drug, gambling, mental health www.connexontario.ca Holmes House (Simcoe)Withdrawal Management, Residential Treatment Services 1-888-999-4966, 519-4281911 www.ngh.on.ca Quintin Warner House (London), Residential Treatment for men 519-434-8041 www.missionservices.ca Continued…
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Community Resources
Teen Challenge Inc. Drug and Alcohol Rehabilitation for men 18 years and older 519-6520777, 1-888-417-7777 www.teenchallenge.ca Regional Mental Health Care Referrals from your family doctor or Walk-In Clinic. Crisis situation: 519-631-2180
Turning Point Inc. (London) Women’s Residence, 519-659-2250 Men’s Residence, 519-439-9034 www.turningpointinc.ca
Westover Treatment Centre (Thamesville) Residential Treatment & Family Program for families affected by drugs and alcohol
1-800-721-3232, 519-692-5110
www.westover-fdn.org
Canadian Mental Health Association Crisis Line 1-800-265-4361 www.sjhc.london.on.ca
Diabetes Education
Free individual counseling and group education for adults with pre-diabetes, Type 1 Diabetes and Type 2 Diabetes East Elgin Aylmer Shoppers Drug Mart (upper level) & Bayham Medical Centre—519-7654797
Central Elgin St. Thomas Elgin General Hospital (also provides education for gestational diabetes and pump therapy) 519-631-2020 ext 2408
Diet and Nutrition Closing the Gap Healthcare Group Counseling in the home for those that qualify through the Community Care Access Centre- 519-631-9866 Eat Right Ontario—Dietician on phone and online, Phone 9 a.m. to 5 p.m. ET Mon-Fri, online 24hrs—1-877-5105102, www.Ontario.ca/EatRight
Free Service
Elgin St. Thomas Public Health—“Craving Change TM” A How-To series for changing your relationship with food: 519-631-3159 Ext. 1251, www.elginhealth.on.ca Spark People, A free online diet and healthy living community that provides support, motivation and resources www.sparkpeople.com
Registered Dietitians Dieticians of London 519-645-1620
West Elgin Middlesex Hospital Alliance – Four Counties Health Services site 519-693-7111 Ext 2489 West Elgin Community Health Centre 519-768-1715
West Elgin Community Health Centre, Nutrition related counseling, groups and services 519-768-1715, www.wechc.on.ca Central Community Health Centre (St. Thomas) 519-633-7989 www.centralchc.com West Elgin Community Health Centre (West Lorne) 519-768-1715 www.wechc.on.ca
Fee for Service
Cathy MacPherson, RD 519-631-3159 Ext. 1251
Website Resources
Dietitians of Canada—Eat Well, Live Well EATracker lets you track your day’s food & activity choices and compares them to Canada’s guidelines. This site also features nutrition information and recipes www.eatracker.ca
Physical Activity Active Elgin Guide: A guide of all sport, recreation and leisure programs available in Elgin County. Guides can be picked up at any library or municipal office; Elgin St. Thomas Public Health, East Elgin Community Complex, Ontario Early Centre, YMCA, Elgin County Tourism, Central Community Health Centre, and West Elgin Community Centre or visit www.activelgin.ca Trail Maps are also available at the above locations.
22
Delivering an excellent patient care experience
Advertising
3 Sport, Work & Motor Vehicle Accidents 3 Post-Operative Physiotherapy OUR FUNERAL HOME IS COM WHEELCH PLETELY AIR ACCES SIBLE FROM TH E NOR ENTRANCE TH .
We provide families with respectful and affordable funeral, memorial and cremation services. Free, no-obligation preplanning and prepayment consultation is available. For more information, please go to www.shawnjacksonfuneralhome.com
31 Elgin Street | St. Thomas, On
519.631.0570
ST JOSEPH’s
HEALTH CARE LONDON
3 Custom Bracing 3 Heated Saltwater Hydrotherapy Pool 3 Women’s Health Trusted for Successful Therapy in the Communities We Live!
Visit our Website for all of our Locations
www.TalbotTrailPhysiotherapy.ca
STEGH is extremely grateful to all advertisers for helping to make this guide possible. Please note that an advertisement in this guide does not imply an endorsement by STEGH.
3 Concussion Rehab
ConnectCare
Now offering GoSafe and wireless options. CONNECTCARE IS A SERVICE OF ST. JOSEPH’S HEALTH CARE LONDON, WITH ALL PROFITS SUPPORTING PATIENT CARE PROGRAMS.
519.685.4550
1.888.298.6116
www.connectcare.ca
www.stegh.on.ca
23
Advertising
Your Health Care - Be Involved
24
Delivering an excellent patient care experience
Recover
Being discharged from a hospital doesn’t always mean you’re completely healed. Most of the time, it’s only the beginning of the healing process. Count on Yurek for all of your home healthcare needs.
Advertising
EASE YOUR MIND WHILE YOU
Yurek is a one-stop shop for home healthcare products and services including ostomy, incontinence, bed and bathroom safety as well as various mobility products for sale or for rent. With a professionally trained staff ready and willing to assist, Yurek is a phone call away from making your recovery less challenging. 519 TALBOT STREET ST. THOMAS (Ample parking at rear) 519-631-3330
Yurek Delivers! www.yurekpharmacy.com
There is only one Yurek Pharmacy™
See this publication and more at:
http://patientdirectory.ca
Quality Healthcare Publications
www.facebook.com/patientdirectory.ca
patientdirectory.ca
www.stegh.on.ca
25
Advertising STEGH is extremely grateful to all advertisers for helping to make this guide possible. Please note that an advertisement in this guide does not imply an endorsement by STEGH.
Caressant Care on Bonnie Place Retirement Home 15 Bonnie Place St. Thomas, ON
519-633-6493
Affordable and All-Inclusive Retirement Living Our all-inclusive rates include: • Home-cooked meals and snacks • Laundry and housekeeping • Medication administration/monitoring In addition to nursing and medical care, our residents have access to on-site physiotherapy, a dietician, pharmacist as well as other visiting health care professionals. We’re located in a residential neighbourhood within walking distance to the Elgin Mall and public transit. We’re also adjacent to our Long Term Care Home. Never any Hidden Fees!
Hear the moments you
cherish
• Advanced hearing testing for all ages • Hearing aid dispensing and repairs • Balance, Tinnitus(ringing) assessments • Hearing Solutions that work for YOU! AYLMER 17 King St.
WEST LORNE 146 Munroe St.
ST. THOMAS 66 West Ave.
519-773-3838
1-888-815-2306
519-637-5925
Other locations in Blenheim, Stratford Lambeth and London.
For more information, please go to our website
www.caressantcare.com
2017
WINNER
www.elginaudiology.com
Looking for a Physician or Nurse Practitioner? Drop in and pick up an application or download it from our website. Central Community Health Centre 359 Talbot St., St. Thomas
www.centralchc.com 26
Delivering an excellent patient care experience
Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment.
STEGH is extremely grateful to all advertisers for helping to make this guide possible. Please note that an advertisement in this guide does not imply an endorsement by STEGH.
Be involved in your health care. Speak up if you have questions or concerns about your care.
Advertising
Your Health Care Be Involved
Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.
Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care
www.oha.com
www.stegh.on.ca
27
Advertising
IT’S ALL ABOUT
Dependability Serving St. Thomas and Elgin County for 55 years, Yurek has developed a reputation for its pharmaceutical and home healthcare expertise. Yurek pharmacists offer one-onone, comprehensive medscheck counseling. In fact, the majority of their recommendations are implemented by family doctors. Also Yurek pharmacists have special training in diabetes, as well as services in sterile and nonsterile compounding medications, palliative care, compliance packaging and more.
DIANE ALAVIE RPh, BScPhm Yurek Pharmacist
519 TALBOT STREET ST. THOMAS (Ample parking at rear) 519-631-3330
Yurek Delivers! www.yurekpharmacy.com
There is only one Yurek Pharmacy™
Fragrances don’t smell beautiful to everyone. Over one million Canadians feel sick when exposed to fragrances. Please wear fragrance-free antiperspirant, lotion, after shave and hair products while at hospital, and do not wear perfume or cologne. Thank you.
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Delivering an excellent patient care experience
What I Need to Know Before I Go Home Ward or unit where I was treated: ________________________________________________________ Doctors who treated me:_______________________________________________________________ __________________________________________________________________________________ Health problem I was treated for: ________________________________________________________ Medical treatment I received: ___________________________________________________________ __________________________________________________________________________________ Instructions for my care at home: ________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ What should I eat and drink?____________________________________________________________ __________________________________________________________________________________ What should I avoid eating and drinking? __________________________________________________ __________________________________________________________________________________ What activities can I do? _______________________________________________________________ __________________________________________________________________________________ What activities should I avoid? __________________________________________________________ __________________________________________________________________________________ When can I go back to work or resume normal activities? ______________________________________ Name of medicine I am taking: __________________________________________________________ How to take the medicine: _____________________________________________________________ __________________________________________________________________________________ Follow-up appointments: __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Phone numbers to call if I have questions or problems: _______________________________________
_______________________________________
_______________________________________
_______________________________________
Other important information: ___________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________
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St.Thomas Elgin General Hospital T: 519-631-2020 www.stegh.on.ca
AMBULATO CA ENTRAN
SOUTH BUILDING GROUND FLOOR Diabetes Education Financial Services
Gift Box Patient/Family Resource Centre R40 Meeting Room Talbot Trail Physiotherapy
AMBULATORY CENTRE - A WING Ambulatory Care Chemotherapy
WOOD STREET
Foundation
SOUTH BUILDING PARKING LOT
Elgin Orthopaedics
SO ENTRA
Lab Services - Outpatient Opthalmology Clinic Pre-Admission Clinic
DROP OFF
AMBULATORY CENTRE - B WING Cardio Diagnostics
PATIENT/FAMILY RESOURCE CENTRE (COMING OCT 2015)
- ECHO - ECG Holter Monitor - Stress Test Arterial Doppler - Pulmonary Function Testing
Patient Reception
- Ophthalmology Clinic
Washrooms
CPAP Internal Medicine
Elevators
Obstetrics’s & Gynecology
Phone
Sleep Studies Clinic
Food Court
MAIN BUILDING Adult Surgical Reception (Second Floor) Mental Health Reception (First Floor) Pediatric Surgical Reception (Third Floor)
? $
Information ATM Stairs
Special Care Nursery (Third Floor)
30
EAST PARKING LOT
Delivering an excellent patient care experience
EXIT EAST ENTRANCE
?
GLIDDEN AVE. PRE-ADMISSION LAB SERVICES ELGIN CLINIC OUTPATIENT ORTHOPAEDICS
ORY ARE NCE
AMBULATORY CARE
OPTHALMOLOGY CLINIC
CHEMOTHERAPY
A WING R EX A PL C M ING RS CO U O IN VAT NT LE E
CO
AMBULATORY CARE RECEPTION
A WING
INTERNAL MEDICINE
E
SOUTH BUILDING
CARDIO RESPIRATORY
OBSTETRICS & GYNECOLOGY
DIABETES EDUCATION TALBOT TRAIL PHYSIOTHERAPY
OUTH ANCE
B WING
B WING
FINANCIAL SERVICES
SLEEP STUDIES
CPAP
HEPBURN AVE.
R40 MTG ROOM
FOUNDATION
$ ?
ATRIUM FOOD COURT
GIFT BOX
TO MAIN BUILDING
MAIN BUILDING
MAIN ELEVATORS
EMERGENCY DEPARTMENT SECURITY DIAGNOSTIC IMAGING
ELM STREET
www.stegh.on.ca
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Delivering An Excellent Patient Care Experience
MAIN BUILDING
GROUND FLOOR Diagnostic Imaging • Bone Mineral Density • CT Suite • Mammography and OBSP • Nuclear Medicine • XRay Elmview Conference Room Emergency Department Human Resources Occupational Health Purchasing Security Ultrasound Volunteer Services FIRST FLOOR Mental Health Care Program Board Room Chapel Business Office (Financial Services) Health Records Patient Experience Office SECOND FLOOR Intensive Care Unit (ICU) Outpatient Surgery Surgical Reception Surgical Unit THIRD FLOOR Women’s and Children’s FOURTH FLOOR Acute Medical Unit FIFTH FLOOR Acute Medical Unit
SOUTH BUILDING
BASEMENT Auditorium Meeting Room 113
GROUND FLOOR Diabetes Education Atrium Food Court Foundation Gift Box Meeting Room R40 Patient Registration Talbot Trail Physiotherapy Dr. Suzanne Leaf AMBULATORY CENTRE – A WING Ambulatory Care Chemotherapy Elgin Orthopedics – Dr. Cervinka, Dr. VanHouwelingen Lab Services - Outpatient Pre-Admission Clinic AMBULATORY CENTRE – B WING Cardio-Respiratory Diagnostics Obstetrics and Gynecology Office – Dr. O’Brien, Dr. Reddy Ophthalmology Clinic Respiratory Home Services Sleep Studies Clinic FIRST FLOOR Complex Continuing Care (CCC) CCC - C Wing CCC - D WING CCC Dining Room/Recreation Room
189 Elm Street St. Thomas, ON, N5R 5C4 Tel: 519-631-2020 Fax: 519-631-1825 TTY: 519-631-7789 www.stegh.on .ca