PATIENT GUIDE
Services and programs for patients and families at Headwaters Health Care Centre 100 Rolling Hills Drive, Orangeville, ON, L9W 4X9 Connect with us anytime by email at info@headwatershealth.ca Or visit us online at www.headwatershealth.ca @headwatershcc
CONTENTS WELCOME About us...................................3 Our Purpose.............................3
GRATEFUL PATIENT Headwaters Health Care Foundation...............................4 The Heart of Headwaters..........4
PATIENT INFORMATION While in Hospital.................5 Friendship Gardens...................6 Spiritual Care...........................6 Ways to request a visit from a Spiritual Care volunteer.............6 Kids Kart..................................6 Patient Companion Program.....6 Visitor & Mask Policy.................7 Designated Care Partners..........7 Mask Policy...............................7 Headwaters’ Patient & Family Declaration of Values................8 Patient Rights & Responsibilities.........................9
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PATIENT SAFETY AND PRIVACY Patient Safety and Privacy................................. 10 Privacy.....................................11 My health care patient portal.....11
HOSPITAL POLICIES Allergies...................................11 Scent-free.................................11 No smoking..............................11 Infection prevention/ handwashing...........................12 Employee identification............12 Student Placements..................12 Safety Drills.............................12 Security...................................12
COMMUNITY SUPPORTERS INDEX Community Supporters....14
Information subject to change
About Us
Our Purpose
Headwaters Health Care Centre is an innovative hospital located in Orangeville, Ont. dedicated to quality patient-centred care together with our community in Dufferin County-Caledon. In addition to providing acute and complex continuing care with a 24/7 Emergency Department, and extensive Ambulatory Care outpatient services, Headwaters is accredited with Exemplary Standing by Accreditation Canada, and certified as a Breast Assessment Centre by the Ontario Breast Screening Program. Headwaters is also a proud partner in the Hills of Headwaters Collaborative Ontario Health Team.
Our hospital is a medium-size community hospital serving the geographic region of Dufferin County – Caledon. We are funded by the Ministry of Health and Long-Term Care. Headwaters offers a large variety of programs and services from women’s and children’s health and palliative care through to emergency care and rehabilitation. The hospital has clinical partnerships to support the community’s needs in stroke care, cancer care, heart health and renal care. Our community support is tremendous. Each piece of hospital equipment is funded by our community. Donors have a direct impact on those cared for at the hospital, every day. Our goal is to provide integrated care, close to home.
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GRATEFUL PATIENT Headwaters Health Care Foundation
The Heart of Headwaters
Giving today for a healthy tomorrow. Headwaters Health Care Foundation is constantly working to provide the kind of funding that makes the greatest positive difference for our patients, and those who love them. Whether for top priority equipment, professional staff education, or hospital renovations, all donations have a direct and meaningful impact on the quality of care we can provide to our patients, today and tomorrow. Learn more: www.hhcfoundation.com
The Heart of Headwaters program is a meaningful way you and your family can express your gratitude for the care you received at Headwaters Health Care Centre. Your donation can honour, thank and recognize an individual staff member, physician, or volunteer with a Heart of Headwaters. Those honoured with your donation are recognized on hospital internal news channels. They are also awarded a Heart of Headwaters pin for their lanyards or scrubs. When donating, we encourage you to include a special message to the person you wish to recognize, including their name. You may also wish to provide a brief description of your experience in the ‘comments’ section of the page. The person you are honouring will then receive a letter of recognition and a pin to display proudly. To donate to the Heart of Headwaters program, please use the QR code.
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PATIENT INFORMATION While in Hospital There are a number of services available at your convenience to help ensure a comfortable stay where you are supported. • WiFi is available free of charge throughout the hospital. When choosing a network, select HW_ GUEST. A password is not required. • Visitors can safely use mobile devices in public areas of the hospital such as waiting areas, cafeteria, lobbies and most patient rooms. Charging stations are available in the hospital; please ask for more information. • Television services are available for a fee. Please speak to a member of your care team to purchase this service. • Meals: The Nutrition Team provides three nutritious meals daily, which are delivered to patients for Breakfast: 8:00 – 8:20AM, Lunch: 11:50AM – 12:15PM, Dinner: 4:50 – 5:15PM. The hospital cafeteria, vending machines, and Pulse Café are also open throughout the week. Located on the lower level, the cafeteria is open Monday to Friday from 7:30 AM to 2:30 PM. Located on the upper level, the Pulse Café is open Monday to Friday from 8:00 AM to 5:00 PM.
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Translation: Please let a member of your care team know if a language interpreter or an American Sign Language (ASL) interpreter is needed. Language interpretation service is available 24 hours a day, seven days a week for our patients, families and caregivers. We are also able to provide documents in other languages when needed. A bank machine/ATM is in the main lobby behind the information desk next to the vending machines. Gift Shop is located on the main level, and run by the Auxiliary volunteer team.
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Friendship Gardens
Kids Kart
For the year-round comfort and beauty, the Friendship Gardens surrounds patient rooms with more than 20 gardens and 400 trees throughout the hospital grounds. Supported by dedicated volunteers who work the gardens and grounds, and people and business who donate product or labour, the award-winning Friendship Gardens is an oasis for patients, families, staff and volunteers. Access the Friendship Gardens from 6:00 AM to 11:30 PM.
To support children and families with a friendly and familiar environment, Headwaters and the Auxiliary offers children a Kids Kart, including colouring and activity books, crayons, iPads, gaming devices, books and other ageappropriate toys. To access the Kids Kart, please visit the Emergency Department or D-Wing, or speak with your nurse.
Spiritual Care Spiritual care is an important program that patients and their families can access for encouragement, healing, coping and support. The Multi-Faith Centre is open 24/7 to patients, families and caregivers for prayer, meditation and reflection. The Multi-Faith Centre is located on level 1, near the bottom of the staircase and the Spiritual Care Office. In addition, our Spiritual Care team provides services that support all types of spiritual expression: religious practice, personal relationships, artistic creation, a connection to nature and more.
Ways to request a visit from a Spiritual Care volunteer: •
• •
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When admitted, let your nurse know you would like spiritual care during your stay. Ask a member of your care team to contact Spiritual Care on your behalf. Contact the Patient Experience Office at ext. 2361
Patient Companion Program Headwaters Auxiliary volunteers provide valuable support to patients and staff and a friendly, compassionate, and supportive environment. Volunteers in the Patient Companion Program visit patients, encourage participation in activities, assist at mealtimes and provide support to patients and families. They are available to visit admitted patients every day of the week from 8:30 a.m. to 12:30 p.m. and 12:30 p.m. to 4:30 p.m. To request a visit from a Patient Companion, contact Patient Experience at ext. 2642
Visitor & Mask Policy We understand how important it is to have a loved one by your side when you are in the hospital. Visitors are welcome. Please speak with your health care team. All Emergency Department, Ambulatory Care, Diagnostic Imaging, Dialysis, and Operating Room patients are permitted one Designated Care Partner. Children under the age of 16 who are visiting the hospital must be accompanied by an adult at all times. Exceptions to the policy include, but are not limited to, end of life; childbirth; pediatrics; mental health crises, and some vulnerable patients. If you wish to appeal denial for visiting, please speak with your care team or manager.
Designated Care Partners A Designated Care Partner is a person who has been identified by the patient or substitute decision maker, who can provide support to a patient during their visit with us (e.g., a patient under 18 years of age). Unpaid caregivers are supported through Hills of Headwaters Collaborative Ontario Health Team’s Caregivers in the Hills program. More info: hillsofheadwaterscollaborative.ca/patientscommunity/caregivers-in-the-hills
Assessment (PCRA), a decisionmaking tool widely used in healthcare to determine when personal protective equipment is required. Patients may request that staff, physicians, and volunteers wear a mask while receiving care. Everyone entering the hospital is required to self-screen at hospital entrances. Unless you are a patient seeking emergency care, please do not enter if you are unwell or have any illness symptoms. To reduce the spread of infection, patients with any respiratory illness symptoms are required to wear a mask while moving throughout the hospital and outside their patient room. Hospital patients coming for surgery will continue to complete pre-operative COVID-19 testing only if they are symptomatic at the hospital and will be provided with instructions by their Surgeon's Office. Headwaters will support anyone who chooses to wear a mask at any time or point in the hospital, and masks will continue to be provided at hospital entrances and elsewhere in the facility. Staff, caregivers and visitors will continue to have access to all PPE when required
Mask Policy Headwaters is a mask-friendly environment. Masks are no longer universally mandatory in all areas of the hospital. Headwaters returns to pre-pandemic routine practices with the continued support of a Point of Care Risk
Please wear your mask in this area
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PATIENT AND FAMILY Declaration of Values Dignity + Respect I value being treated in a way that honours my personal choices and respects my privacy.
Quality + Safety I value timely access to safe and high-quality care.
Partnership + Communication I value having a voice in my care and feedback from my healthcare team.
Compassion + Empathy I value being treated with kindness, patience and understanding.
Equity I value barrier-free care without prejudice or judgement.
Headwaters’ Patient and Family Declaration of Values It is important that we understand what matters most to you – the Patient & Family Declaration of Values was created and co-designed with patients, family members and caregivers.
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The Excellent Care for All Act (ECFAA) in Ontario asks that all hospitals develop a Patient Declaration of Values statement to create a culture of continuous improvement in health care. A culture where patient needs are clear and collaborative. Our Patient & Family Declaration of Values was developed in review of the Minister’s Patient & Family Declaration of Values.
Patient Rights and Responsibilities Every patient is the most important member of the healthcare team. Knowing and understanding your rights and responsibilities will help ensure your relationship with your health care team is a good experience.
Patients have the right to:
Patients have the responsibility to:
• Be treated in a way that reflects the Patient and Family Declaration of Values.
• Provide accurate health history, current medications and allergies.
• Know who your health team is.
• Participate in all decisions about your care plan while in the hospital and upon discharge.
• Receive clear and easy-to-understand information about your health. • Together with your family or caregiver, have a voice in your care plan that respects your preferences and beliefs.
• Treat others with respect. • Respect the confidentiality and privacy of others.
• Confidentiality of your personal information.
• Follow infection control and safety policies.
• Receive a safe and timely response to your concerns.
• Express any concerns about your care or safety to your healthcare team.
• The choice to participate in research, and teaching opportunities.
• Keep appointments or notify the hospital of appointment changes.
Patients are encouraged to talk about their care. Questions or comments? Please contact patientexp@headwatershealth.ca
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PATIENT SAFETY & PRIVACY Patient safety and privacy We want you to feel safe and secure while at Headwaters – it is your right and our primary concern. We both have a role to play in making sure your security and privacy is maintained. Headwaters follows Accreditation Canada-required practices that support high-quality and safe care. There are five key practices we are focusing on this year to improve staff and patient safety:
Your safety is very important to us. Safe Environment Please tell the hospital staff if you have any safety concerns
Avoid Falls and Infections • Be aware of slips and trips • Clean hands protect lives, please wash your hands
Family, Friends and Caregivers are important They can help to listen and ask questions when you talk with your health care team
Everyone needs to be identified • We will ask you to tell us your name and date of birth • All staff wear an ID badge
Tell us about your health Don’t forget to include your current medications, symptoms and allergies
Your next steps Ask your health care team about what you need to know and do when you go home
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Privacy
My health care patient portal
We are committed to protecting the personal information you share with us. Any confidential information we collect, use or disclose in providing health care services is handled according to best privacy practices and complies with privacy legislation. Safety and quality information system We take every precaution possible to protect the health and safety of our patients, staff, physicians, volunteers and visitors. In the event of an accident, incident, near miss or injury we require mandatory reporting through an electronic incident report in our Safety and Quality Information System (SQIS). In addition, the primary contact will be notified at all hours, based on our policy. This enables us to document, investigate and identify causes and ways to prevent future events.
my health care is a secure, online patient portal that provides you, authorized friends, family members and caregivers access to your electronic health record from our partner hospitals, anywhere, at any time. You are able to view appointments, pre-register for upcoming appointments, see your visit history, review your results, access dictated reports and update personal information. Access my health care online myhealthcareportal.ca, or you can download the free app on iPhone or Android from their app stores. For any questions or assistance, please contact the my health care support team by email at PortalSupport@myhealthcareportal.ca or call 705-797-2955.
HOSPITAL POLICIES Allergies
Scent-free
It is very important for your care and treatment that we know if you have any allergies/intolerances to drugs/ medications, food, the environment or latex (rubber). This information always needs to be included in your health record to ensure your safety. Please do not bring latex (rubber) products such as balloons into the hospital as they can trigger severe allergies.
Our hospital is scent-free. With increased sensitivities and allergies to scents, please refrain from wearing perfumes and other scented personal care products.
No smoking Our hospital is smoke-free. We are committed to providing a safe and healthy environment for you and your loved one, our staff and volunteers. As part of our commitment smoking is prohibited on hospital grounds – including cannabis and vapes.
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Infection prevention/ handwashing Hand washing is the best way to stop the spread of germs. Please wash your hands when you: enter the hospital building, before and after every contact with a patient, before and after eating, after using the washroom and when leaving the building. Foam hand sanitizers are located throughout the hospital to help with this. Sometimes patients are placed on “Additional Precautions” to prevent the spread of their infection and keep patients and visitors safe. A sign indicating the extra precautions is placed on the wall outside of the patient’s room or on the curtain of their cubicle. Please ask a member of the care team for instructions before entering an area with this sign.
Employee identification All staff, physicians, students and volunteers are required to wear a photo identification badge that includes their name and a title description of their position. Don’t hesitate to ask anyone to show you theirs if you would like to confirm their identity.
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Student Placements We train and teach medical students and students in other health disciplines such as nursing and physiotherapy. If there is a student involved in your care, you will be notified and introduced to that individual. Patients always have a right to choose to refuse to have a student involved in their care, without jeopardizing their care in any way.
Safety Drills Staff at Headwaters practice regularly scheduled emergency and fire safety procedures, so please don’t be surprised if you hear the fire alarm or various emergency codes. This is our way of ensuring we are prepared in the event of a real emergency. Should a real emergency arise, you will be advised, and trained staff will assist you. Fire exits are clearly marked throughout the hospital.
Security For patient safety, all emergency exit doors are locked from outside access. The emergency exit doors leading directly off the patient care units will alarm if they are opened from inside the building.
Are you the next Patient and Family Partner? Transform lived experience as a patient or caregiver into positive change for others in the hospital.
Patient and Family Partners (PFP) act as advocates to help ensure the voice of the patient is represented in decision making in the hospital. Their purpose is to: •
• • • •
Promote respectful, effective partnerships between patients, families, and the healthcare team
If you’ve been a patient or a caregiver over the past three years, we are looking for partners who can: •
Increase understanding and collaboration between patients, families, and staff
Contribute the patient and family perspective
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Transform the culture towards patientcentered care
Respectfully participate in group discussions to share ideas
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Improve quality, patient safety, and patient health outcomes
Able to maintain the confidentiality of our patients and organization
•
Available to attend monthly PFP meetings
Establish a link between the hospital and the community
Does this sound like you? Complete an expression of interest today.
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COMMUNITY SUPPORTERS INDEX Disclaimer: We thank all the advertisers whose support has made this publication possible. The appearance of the advertisements in this publication should not be taken as an endorsement by our hospital of any particular goods or services and our hospital cannot be responsible for the goods and services which appear in those advertisements.
Community Services Heart to Home Meals........... OSB
Eyeglasses Orangeville Optometric Centre..................................... 18
Home Health Care Bayshore Home Health............ 15 Jeffers Pharmacy...................... 16
Home Support Services for Seniors Dufferin County Community Support Services...................... 17
Legal Services Patricia L. Sproule Ward Law Office...................................... 16
Long Term Care Chartwell Montgomery Village..................................... 17 Shelburne LTC & Retirement..... 18
Meals Heart to Home Meals........... OSB
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Member of Provincial Parliament Sylvia Jones MPP...................... 19
Memorials Orangeville Memorials............. 19
Optometrists Orangeville Optometric Centre..................................... 18
Pharmacies Jeffers Pharmacy...................... 16
Retirement Residence Bolton Mills Retirement Aspira Life............................... 15 Chartwell Montgomery Village..................................... 17 Lord Dufferin Centre Retirement Residence............... 16 Shelburne LTC & Retirement..... 18
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