Lakeridge Health Patient and Family Handbook – Whitby Hospital

As a patient admitted to Lakeridge Health, you may have a lot of questions about what you can expect. This handbook offers information you may need during your stay in hospital.

In partnership with our Patient and Family Advisors, we created this handbook for you. Our Advisors, through their own experiences, helped us understand what information would be helpful to you and your family member/essential partner-in-care.

WHAT IS A PATIENT AND FAMILY ADVISOR (PFA)?

PFAs are volunteers who share their unique insights and perspectives from their own lived experience to ensure the voice of the patient and family is heard at Lakeridge Health. They provide input about programs and practices that affect care and services.

What PFAs Do at Lakeridge Health

• Storytelling – PFAs share their health-care experiences with physicians, team members, and other patients.

• Committees and Councils – PFAs participate on many committees, councils, and working groups with leadership and team members.

• Patient Education Materials – PFAs review or help create materials that are provided to patients and family members.

• Short-Term Projects – PFAs partner with teams on short-term projects or focus groups to help improve services.

• Serve on a Patient and Family Advisory Council – PFAs meet with other PFAs and team members to discuss and plan changes to improve quality and safety.

• Recruitment – PFAs participate in the recruitment process and present the concept of person- and family-centred care during this process.

To apply to be a PFA, please send an email to advisors@lh.ca

Lakeridge Health’s Guiding Principles of Partnership: A Commitment

to *Person and Family-Centred Care

At Lakeridge Health, we believe we will improve care experiences by partnering together.

Commitments

Dignity and respect

Respecting each other with sensitivity to differences.

As a member of the Lakeridge Health team, I will: As a person*, I will:

· Respect you and what is important to you.

· Respect other members of the Lakeridge Health team.

Information sharing

Sharing complete, accurate, and timely information to support appropriate participation in care and decision making.

Collaboration

Collaborating in decision making to support the best choices for safe care.

· Provide you with information needed to make decisions about care. This includes responding to your questions and concerns.

· Respect members of the Lakeridge Health team.

Participation

Encouraging and supporting participation in decision making and care.

· Work with you and the Lakeridge Health team to safely plan and deliver care.

· Ask the Lakeridge Health team questions when I don’t understand information given to me.

· Encourage and support your participation in decision making and care.

· Tell the Lakeridge Health team if I don’t feel safe or comfortable with the planning and delivery of care.

· Tell the Lakeridge Health team how I want to participate in decision making and care.

· Participate in decision making about care.

*’Person’ includes the person receiving care and ‘family’ includes who the person chooses to be involved in decision making and care.

One System. Best Health.

IMPORTANT

Map of hospital

Lakeridge Health

ADMITTED TO HOSPITAL

You have been admitted to the hospital for further testing, care and treatment. During your hospital stay we will work with you to:

• Help you feel better

• Get you back home

Being admitted to hospital may be hard for you. You can have many different feelings about this. If you want to talk about how you are feeling, please tell a member of your healthcare team. There are supports available to help you and your family member/essential partner-in-care.

What you need for your hospital stay

Ask a family member/essential partner-in-care to bring the items listed below to make your hospital stay more comfortable. Some of these items are available in the gift shop if needed.

The medications and vitamins you are taking at home

Toiletries- this includes a toothbrush, toothpaste, soap, comb/brush etc.

Clothing

Shoes with non-slip soles

Eyeglasses or contacts if prescribed for you

Dentures and denture cup

Hearing aids if prescribed for if prescribed for you

Cane, walker, or wheelchair if prescribed for you

Please label all personal items:

• It is advised that all valuables such as jewelry, credit cards and money, be sent home as this is the safest place for these items.

• Items such as eyeglasses, hearing aids, dentures or any other aids may remain with you at the hospital, and when not in use, items should be put away in a labeled vessel to ensure they do not get lost or accidentally thrown away.

• Do not to leave items on your meal trays or bed.

• If items are brought to the hospital and cannot be sent home, tell the healthcare team, to ensure they are kept safe.

• The hospital is not responsible for lost, stolen or damaged items.

PROGRAMS AND SERVICES

Emergency and Critical Care

Lakeridge Health's Emergency Departments provide 24-hour access to care for people experiencing trauma or sudden illness. We have Emergency Departments at our AjaxPickering, Bowmanville, Oshawa, and Port Perry hospitals.

When you arrive in the Emergency Department, please be prepared with your:

• Health card

• A list of medications and allergies

• Emergency contact information and Name of your family Physician

Critical Care Services are provided through our intensive care units based on the level of service required.

Medicine

The Medicine program provides comprehensive care to patients who require short-term medicine services at our Ajax-Pickering, Bowmanville, Oshawa, and Port Perry hospitals. We specialize in Stroke, Palliative Care, Nephrology, Oncology, Cardiology and Geriatrics.

Surgical Services

The Surgical Services program offers a wide range of inpatient and outpatient surgical services at our Ajax-Pickering, Bowmanville, Oshawa, and Port Perry hospitals. We are committed to providing high quality, safe, patient-centered surgical care to meet the needs of the Durham region.

Mental Health & Addictions

Lakeridge Health’s Mental Health & Addictions program offers comprehensive inpatient, outpatient and emergency services for individuals experiencing mental health and addictions challenges. Services including psychiatric assessment and consultation, psychotherapy, psycho education, case management and crisis management are provided to children, youth and adults through a client and family-centred model of care. The Pinewood Centre specializes in helping people with alcohol, drug, gambling/gaming and concurrent mental health-related concerns. Durham Mental Health Services (DMHS) uses a communitybased approach to support individuals and families living with mental health concerns.

Women & Children’s

Our Women’s and Children’s Health team includes specially trained nurses, obstetricians, family physicians, anesthetists, midwives, lactation consultants, social workers, neonatologists and pediatricians that provide comprehensive, high quality, and family-centred care from pregnancy through birth to discharge and throughout the childhood years.

Healthy Aging

The Healthy Aging program provides inpatient and outpatient services to adults in the Durham Region who have experienced an acute decline in function due to acute illness, surgery, or injury. Patients who require inpatient rehabilitation or hospital-based complex continuing care, work with the interprofessional team to optimize function and return to the community safely.  For individuals who are already living in the community, outpatient services and clinics are designed to enhance ongoing recovery.

Nephrology & Diabetes

Lakeridge Health’s Regional Nephrology/Diabetes program specializes in chronic disease prevention and management of chronic kidney disease and

diabetes. Our services range from early detection, prevention and education, through to treatment and disease management, dialysis, ongoing support and further education, and follow up. These outpatient services are offered primarily out of our AjaxPickering, Bowmanville and Whitby hospitals, with outreach services in partnership with the Mississauga's of Scugog Island First Nations.

Diagnostic Imaging

The Diagnostic Imaging program provides screening, diagnostic, and therapeutic services, with varying specialties across our hospitals. Our services support patient care through proper diagnosis and helping to identify the appropriate care interventions needed for better health.

Durham Regional Cancer Centre

The Durham Regional Cancer Centre (DRCC) at Lakeridge Health provides a full range of high-quality, person-centred cancer care, including prevention and screening, diagnosis, treatment, palliative care, and life after treatment. The DRCC is part of the Central East Regional Cancer Program, and we deliver high quality care to more than 100,000 families in and around Durham Region.

Resident Care Areas

The Resident Care Areas (RCAs) are dedicated to patients with a designation of Alternate Level of Care (ALC) awaiting transition to a discharge destination such as long-term care. Patients are regarded as residents and are supported by a care team that provides ongoing clinical care and services to optimize wellbeing.

Your healthcare team

Your healthcare team in the hospital has many different members. You are the most important member. We encourage you and your family member/essential partner in-care to be involved in your care.

Your healthcare team will include some or all of the following members:

• Doctor: "I prescribe your care and treatment plan."

• Nurse: "I provide you with the care and treatment prescribed by your doctor."

• Pharmacist: "I make sure your medications are safe and effective."

• Occupational Therapist: "I help you keep or improve your ability to perform daily activities."

• Physiotherapist: "I help you keep or improve your physical abilities."

• Respiratory Therapist: "I help you if you have trouble breathing."

• Dietitian: "I help you with problems or concerns with your nutrition."

• Social Worker: "I am trained in counselling techniques to help you solve problems, make decisions and improve your feelings of wellbeing."

• Speech Language Pathologist: "I help with communication and swallowing difficulties"

• Ethicist: "I can help you make the best decision for you and your family in a difficult situation."

• Chaplain: “I am here to provide a non-judgmental active listening presence, and to walk alongside you, as you seek sources of hope, meaning, and strength.”

If you want to talk to a member of your healthcare team, it is important to tell your nurse.

Every day, your healthcare team will meet with you to talk about the plan for your care and treatment. This includes planning for your discharge from hospital. It is important we know who your family doctor is. This allows us to share information about your hospital stay and discharge with your family doctor.

Your Most Responsible Provider

You will be cared for by someone who is called your Most Responsible Provider (MRP). In some areas of the hospital, you may not have the same provider all the time. This is because providers rotate schedules. You can find the name of your provider on the whiteboard in your room.

Whiteboards and Estimated Discharge Date

The whiteboard in each room is used for the health care team to communicate with patient and families, about the plan of care, safety and who the healthcare team is.

On the board is the date, who your care team is, appointments, and your health goals for the day. You will also see the anticipated date you might be going home (see Estimated Date of Discharge below). This date may change based on discussions between you and the healthcare team. You, your family/ essential partner-in-care and your healthcare team can write comments or questions for each other. Tell the healthcare team if there is information you do not want on the board or if there is information missing from the board you want to see.

Estimated Date of Discharge (EDD) Rounds

EDD rounds are a way to share important information about your medical condition with the members of the healthcare team who are responsible for the patient's care. During rounds, we examine your medical problems, treatment plan and response to treatments.

What you can do to help yourself?

It is important for you to be as active as possible while in hospital. This will help improve your overall health.

As much as you can, it is important to:

• Wash yourself

• Get dressed and brush your teeth

• Reposition yourself in bed

• Sit up in a chair for meals

• Get up and walk when you can

Your family member/ essential partner-in-care

The role of your family member/ essential partner-in-care is decided by you and can be changed at any time.

The role of your family member/ essential partner-in-care may include:

• Being a spokesperson to share information between your healthcare team and other family members and friends

• Writing down questions you have for your healthcare team about your care

• Writing down information you want to tell your healthcare team

• Participating in your care, such as helping you to eat

• Planning of your care with you and your healthcare team

• Supporting you physically and/or emotionally

Your permission is needed before any healthcare information is given to your family member/partner-in-care. The role of your family member/ essential partner-in-care is different from the role of your substitute decision maker/ Attorney for Personal Care. Talk to a member of the healthcare team if you have questions about this.

YOU CAN PREVENT PRESSURE INJURIES

Pressure Injuries, often known as bed sores, can lead to complications including staying in the hospital longer and negatively affecting your quality of life.

The number one risk factor for developing pressure injuries is not moving.

Do:

Move around as much as you can

Sit in a chair for meals and visits

Turn in bed every 2 hours

Eat meals & snacks; food from home if needed

Protect heels: Use pillows or heel protection

Do Not:

Drink water and fluids

Keep skin clean and dry

Tell your health care team about skin redness or pain

Use fake sheepskin pads

Use ring or donut-shaped pads

Use heating pads or hot water bottles directly on skin

Rub or massage reddened areas

Please ask a member of your health care team if you have questions.

STRESS MANAGEMENT

Stress Management and Mindfulness

Here are some quick tips to minimize stress and maximize coping while in the hospital.

Everyone experiences stress. How you and your body respond to stress is unique.

Social - Stay connected with your support network. Be engaged with activities around you such as therapy. Ask for assistance when needed. Say “No” if it feels like too much for you.

Physical – Try to have a healthy diet that includes increased fluids, fresh fruits and vegetables. Reduce caffeine and alcohol. Keep moving - every movement counts! Rest and get good sleep.

Cognitive - Brain activity such as focusing on a task, reading, word puzzles and journaling are good ways to keep your brain active. Take notes to keep appointments and information organized.

Spiritual - Mindfulness, deep breathing, relaxation techniques and religious practice are examples of inner-focused wellness activities. Recognize what your sense of purpose is for each day.

Emotional - Enjoyment + purpose = emotional well-being. Engage in activities that bring you joy like music, art, hobbies, pets, family/ friends, gardening, restoration.

Mindfulness exercise

Mindfulness is focusing your awareness on the present moment, while calmly acknowledging and accepting your feelings thoughts, and bodily sensations. The benefits are increased calmness and concentration.

Sit comfortably. You can sit crosslegged, if you can. If on a chair, sit near edge instead of leaning back (to self-support a straight back), place legs at 90 degrees, feet flat on floor. Hands rest gently on thighs, head tilted slightly down, looking down bridge of nose with a relaxed gaze at space in front of you. Eyes remain partially open, mouth/teeth gently touching but not clenched. Take 3 deep breaths, so your belly rises and falls rather than your chest. Spend as much time as you can scanning your muscles from head to toe, tensing each musclegroup for 5 seconds then releasing.

The exercise: breathing normally, notice the brushing sensation at the tip of your nose with each exhalation and count mentally from

1-4 over and over. Thoughts will naturally come, so when you notice you are following thoughts, simply bring your mind back to the breath and start the count over again. We are trying to strike a balance between being alert (but not excited or chasing thoughts) and being relaxed (but not drowsy). To start, try short sessions of 2 minutes.

Pets

Lakeridge Health recognizes the benefits of therapy dog services and personal pet visits in promoting wellness and support. There are many important considerations when making decisions about bringing in a pet and therefore, an application or registration for therapy dog services and preapproval for personal pet visits must be made with the Manager of the unit.

Advance care planning

Your health can change at any time and no one can predict what will happen in your future.

Advance care planning can help you:

• Think about your wishes and what is important to you

• Think about what you want for your future health and personal care if you couldn't make decisions for yourself

• Know who your substitute decision maker is. This is the person who would make decisions for your health and personal care if you were incapable of making decisions for yourself. Tell this person what you want for your future health and personal care

Everyone in Ontario has a Substitute decision maker (SDM). For the list of your SDM's, visit one of the websites below. You can decide to give this role to a different person by completing a Power of Attorney document. For more information go to www.speakupontario.ca or www.planwellguide.ca

KEEPING YOU SAFE

Personal identification (ID)

It is important to tell us if:

• Any personal information on your ID band is incorrect

• There are changes to your address and phone number, family doctor or next of kin

• You have allergies. We will give you a red allergy band to wear Your healthcare team will confirm your ID in 2 ways before giving you care or medications.

Preventing infection

The best way to prevent the spread of infection is to clean your hands. Protect yourself from infection by washing your hands or using hand sanitizer often. Anyone visiting you needs to clean their hands before entering or leaving your hospital room.

Call bell system

When you need help from a member of your healthcare team, please use the call bell system. You will be shown how to use the call bell system.

The call bell system may look like

Preventing a fall

You can reduce your risk of falling by following these suggestions:

• Wear your eyeglasses and hearing aids. This will help you move around safely.

• Take your time when moving from a sitting to a standing position.

• Ask your healthcare team for help if you feel unwell, weak, sick, pain or dizzy.

• Make sure your path is clear of objects. Look for wet floor signs and objects that can cause you to fall.

• Exercise can help improve your strength and balance.

• Use the cane, walker, or wheelchair that was prescribed for you. Keep it within your reach at all times.

• Wear shoes that fit you well and have non-slip soles.

• Use medications wisely. Take medications as they are prescribed for you.

• Learn about your medications and the side-effects they can cause.

Least Restraint

Lakeridge Health is a least restraint organization, where we will try other methods of supporting a patient before using restraints. A restraint is a way to maintain safety to a patient who is at risk of harming themselves or others. Restraints may be physical, chemical or environmental in nature and their

use is determined based on the clinical situation.  Collaboration with the team including the patient and/ or essential partner-in-care is key to restraint prevention as there are risks for both using and not using restraints. If you have any questions about the use of restraints, please ask the healthcare team.

Smoke-free environment

Smoking or vaping is not allowed on the hospital property.

Scent-free environment

We are a scent free hospital. Scented products can cause serious allergic reactions for many people. Please do not wear any perfume or scent during your hospital stay. Anyone visiting you needs to do this too.

Fire safety

If there is a fire, you will hear an overhead announcement for 'code red'. Your healthcare team will give you the information you need to be safe. Do not use elevators or leave the area you are in during a 'code red'.

DURING YOUR HOSPITAL STAY

Interpretation services

For our non-English speaking, deaf or hard of hearing patients, we offer free interpretation services 24 hours a day. Please let your healthcare team know if you need these services.

Your hospital meals

Meal tray delivery starts at:

Breakfast 7:45am

Lunch 11:30pm

Dinner 4:30pm

Please talk to a member of your healthcare team if you don't receive a meal tray. Tell us if you need help opening food packages.

A meal for your family member/ essential partner-in-care can be ordered and paid for at Patient Accounts. Patient Accounts is in the main lobby of the hospital. This needs to be done 4 hours before you want the meal delivered to your hospital room.

If you have problems with your appetite or questions about your diet, ask to talk to a dietitian.

Television and phone

Please ask your healthcare team about how to purchase TV service. Incoming and outgoing telephone service is free. Place outgoing calls from your bedside phone; dial 9 and then the phone number.

Internet service

Free wireless internet service is available for you and your family member/partner-in-care. Select the network "LHGUEST" from your device. You will need to accept our wireless guest agreement before you are connected to the internet.

Spiritual care

Our multi-faith trained Spiritual Care staff are here to support you with religious and non-religious spiritual and emotional care.

Ask a member of your healthcare team to contact a staff chaplain for you. You can also call 905-576-8711 extension 33200 to ask for the chaplain on call. Please ask the Chaplain about other services available. Sacred space is available on the second floor by the Chaplains office.

YOUR PERSONAL HEALTH INFORMATION

Privacy of your personal health information

We are committed to protecting your privacy and maintaining confidentiality and security of your personal health information. Please contact the Privacy Officer to request changes to your health records or raise concerns about your privacy. Call 905-576-8711 extension 32757 or 34367.

For more information about privacy at Lakeridge Health, go to: https://www,lakeridgehealth.on.ca/ en/aboutus/privacy-at-lakeridgehealth.asp

MyChart Central East Ontario is a free and secure online website that allows you to view your health information in one place.

MyChart allows you to:

• View and print a list of your future and past appointments (view under ‘visits’).

• View and print your bloodwork results.

• View and print your written diagnostic imaging results (examples: x-rays, CT scans, MRIs). A better version of the QR code and logo will be provided.

• View and print consult and other notes written by your health-care team.

Pocket Health

Pocket Health is a secure online website, that requires a monthly subscription, where you can see results of tests done at Lakeridge Health (X-rays, ultrasounds, CT Scans, MRis etc.).

You can find more information and sign up for Pocket Health at wwwpocket.health/LAKERIDGE You can also:

Email help@pockethealth Call 1-855-381-8522 (toll-free)

INFORMATION FOR ESSENTIAL PARTNERS-IN-CARE AND VISITORS

Essential partner-in-care program

At Lakeridge Health, we welcome the presence of your family and essential partners-in-care (EPC). You or your Substitute Decision Maker (SDM) can decide who you would like to have as your EPC, and this can be changed at any time. An EPC:

• Can be your family member, private paid caregiver or your SDM.

• Can provide care and/or support you.

• May help with sharing information between you and your healthcare team.

We have an EPC program to provide information for EPCs on the ways to support a patient at Lakeridge Health. The EPC program offers information about:

• How to keep yourself and others safe when visiting.

• Option to provide support and care for a patient.

• How to partner with the healthcare team.

Please scan this QR code or visit www.lh.ca for more information.

Visiting Us

We welcome the presence of family members/essential partners-in-care and due to the pandemic, visiting guidelines are subject to change based on what is happening on the unit, within the hospital and in the community.

Please read our current visiting guidelines on our website at lh.ca/en/ patientsandvisitors/visitingus.asp

Our quiet time is from 10pm until 7am.

Rest and sleep are important for our patients. Help us keep the hospital quiet and restful during this time.

Quiet times in the hospital are from 10pm until 7am. It is important for you to rest and sleep during your hospital stay.

Parking

Parking is available:

• On the east side of the hospital from the Gordon Street entrance

Lot A – Pay & display Accessible Parking Lot only. Daily parking tickets and 30-day passes are purchased from the meter in the lot.

Lot B – Daily tickets can be paid in the North Lobby pay station or at the exit gate. 30-day passes can be purchased at the pay station inside the north lobby. Please note that ONLY Tap payments are accepted at the exit gate.

Lot D – Flat rate lot with Tap payments ONLY at exit gate.

Hospital-friendly gifts

• Choose balloons that are latex-free

• Choose flowers without a scent

You can purchase other gifts for loved ones in the gift shop, located in the main lobby. It is open Monday to Friday from 9am to 3pm.

Personal protective equipment (PPE)

PPE is protective clothing or equipment designed to protect you from exposure to body fluids and transmission of germs. When do you need to use PPE?

If you see one of these signs on the door of the patient you are visiting, please talk to a member of the healthcare team before you enter the patient's room.

Lakeridge Health

At Lakeridge Health, we use surveys to hear from patients about what went well and what could be improved.

At Lakeridge Health, we use surveys to hear from patients about what went well and what could be improved.

At Lakeridge Health, we use surveys to hear from patients about what went well and what could be improved.

At Lakeridge Health, we use surveys to hear from patients about what went well and what could be improved.

To take a survey, use your cell phone to scan the QR code on your discharge papers. The survey is anonymous and takes 5 minutes to complete.

To take a survey, use your cell phone to scan the QR code on your discharge papers.

To take a survey, use your cell phone to scan the QR code on your discharge papers. The survey is anonymous and takes 5 minutes to complete.

To take a survey, use your cell phone to scan the QR code on your discharge papers.

Your experience is important!

The survey is anonymous and takes 5 minutes to complete.

Your experience is important!

The survey is anonymous and takes 5 minutes to complete.

Your experience is important!

Please fill out a survey and share your feedback.

Your experience is important!

Please fill out a survey and share your feedback.

Please fill out a survey and share your feedback.

Please fill out a survey and share your feedback.

GOING HOME FROM THE HOSPITAL

Together, you and your healthcare team will plan for your discharge from hospital. You will be discharged from hospital when you are medically stable. Medically stable means you may not feel 100% better but:

• Your healthcare team has decided you are medically stable

• You do not require the level of care and treatment the hospital provides

• You can continue to recover at home

Before

you go home:

• Collect all of your personal belongings

• Plan to have someone drive you home. If you do not have someone available to give you a ride home, as a member of the healthcare team for options.

• Your healthcare team will provide you with an After Visit Summary that has the information you need to prepare to go home. This may include discharge instructions, prescriptions and follow up appointments

• Ask questions. It is important you understand the information we have given you about the next steps in your care

If you need help at home, a care coordinator from the Central East Home and Community Care Program will talk with you about this. We want to hear about your experience!

We are committed to giving you the best care possible. We want to hear about your experience with the care we have given you. Hearing about your experience helps us continue to support the processes that have gone well. It also helps us to identify areas where we can improve.

You can tell us about the care we have given you by:

• Talking to any member of your healthcare team, including the Unit Coordinator or Manager.

• Calling or emailing the Patient Experience Office at 905-576-8711 extension 34402 or patientexperience@lh.ca

Planning for your dischargehelp is available

Lakeridge Health believes in providing the best standard of health care for patients requiring Alternate Level of Care (ALC). ALC is best described when a person has finished their medical treatment, has been cleared for discharge from the hospital and is waiting for their next point of care

such as long-term care, going home with services, assisted living or rehabilitation. We identify and assess the patient’s discharge needs, as early as possible, by collaborating with patients, caregivers, community partners and the health care team. Lakeridge Health encourages all patients and their primary caregiver to reach out early in the hospital stay, to be connected with the healthcare team members who will assist in planning for the patient’s personal discharge needs.

Home and Community Care Support Services Central East: Lakeridge Health Whitby: 905-576-8711 Ext-54265

Getting Care After you leave the hospital - Urgent Care Options

If your situation is less serious and you can wait for medical help, please consider community care options. You can get a list of community care centres by visiting our website at https://www.lakeridgehealth.on.ca/en/ ourservices/urgent-care-options.asp

Community Supports

Home and Community Care Support Services 905-430-3308

Community Care Durham 905-430-5613

Mental Health and Addictions

Programming

Durham Mental Health 905-666-0483 or toll free 1-800-742-1890 or visit the website www.dmhs.ca

Services include:

• Crisis Response

• Residential Programs

• Community Support Program

• Justice Initiatives

• Family Support

• Consumer Survivor Initiatives

• Senior Support Programs

Pinewood 905-721-4747

https://www,lakeridgehealth.on/en/ ourservices/pinewood-addictionservices.asp

Services include:

• Community Treatment Services

• Women’s Residential Treatment Program

• Addiction Support Services

• Residential Withdrawal Management Service

• Problem Gambling Support

• Rapid Access to Addictions Medication Clinic

• Parents and Family Members Services

PATIENT ACCOUNTS AND BILLING

If you have private insurance, please check what coverage you have. There may be additional charges for items or services that you receive. This will depend on the coverage you have.

Some expenses not covered by OHIP are:

• upgrade to a private or semiprivate room

• walking aids such as crutches, canes or walkers

• TV and telephone services

An invoice will be mailed to you, you do not need to pay at time of discharge.

The Patient Accounts Office is in the main lobby of the Hospital, open 8 am – 3:30 pm

Payment Methods:

By Mail:     Lakeridge Health Accounts Receivable Department

1 Hospital Court Oshawa, ON L1G 2B9

Online banking with most Canadian Banks – Add Lakeridge Health as a Payee.

E-Transfer to accountsreceivable@ lh.ca  Please be sure to include the Guarantor ID number and name in the comment line.

Phone: by credit card to: 905-576-8711 Ext. 33203

Online: by credit card Visit. www. lakeridgehealth.on.ca. A $2.00 fee is charged by the payment company.

In person: Onsite payments can be made from 8am-12pm on Mondays, Wednesdays and Fridays at Lakeridge Health Oshawa, Ajax, Bowmanville, and Port Perry.

MyChart: If you are registered with MyChart, you can pay online via Visa/Mastercard by logging in to your account. (https://mychart.ourepic.ca/)

If you cannot pay your balance owing by the due date, Lakeridge Health may accept a payment plan arrangement.

If you require additional information, please contact the Accounts Receivable Department at 905-576-8711 Ext. 33203.

Tell us what you think!

If you have questions or feedback for us about this handbook, please email us at advisors@lh.ca.

If you would like more information about becoming a volunteer at Lakeridge Health, go to: www.lakeridgehealth.on.ca/en/howyoucanhelp/volunteer.asp?mid_=2084

Organ and tissue donation – Trillium Gift of Life Network

Organ and tissue donors save lives. One organ donor can save up to eight lives and enhance the lives of 75 others through tissue donation. You can register your consent for donation by visiting www.beadonor.ca or a Service Ontario location. For more information, please call 1-800-263-2833 or email info@giftoflife.on.ca

Community supporters

While Lakeridge Health is extremely grateful to all advertisers for making this directory possible at no cost to the hospital, it does not endorse in any way the advertisements contained in it.

CHARTWELL BOWMANVILLE CREEK 105 Queen Street, Bowmanville 28 9-223-4936

CHARTWELL COLONIAL 101 Manning Road, Whitby 289-638-3531

CHARTWELL HARWOOD 240 Old Harwood Avenue, Ajax 28 9-608-8364

CHARTWELL PICKERING CITY CENTRE 1801 Valley Farm Road, Pickering 289-631-1944

CHARTWELL W YNFIELD 431 Woodmount D rive, Oshawa 289-634-7776