St.Joseph’s Health Care London - Parkwood Institute (Main) - Patient, Resident and Family Handbook

PARKWOOD INSTITUTE

ARTHUR J. HOBBINS BUILDING

WILLIAM AND LYNNE GRAY BUILDING

WESTERN COUNTIES WING

THIS HANDBOOK IS YOURS TO KEEP

Welcome to Parkwood Institute

Parkwood Institute has a long history of service, teaching and research in London and the Southwest region.

Your health care journey may have brought you to Parkwood Institute for rehabilitation from an illness, condition or injury, for complex or palliative care, for specialized geriatric care or as a Veteran. Whatever your care needs, our vision is to earn your complete confidence in the care we provide and make a lasting difference in your quest to live fully.

St. Joseph’s Statement of Patient, Resident and Family Values

Earning my complete confidence starts with respect, excellence and compassion. It means always listening to me about what is important to my care and well-being.

Dignity - I am unique.

My dignity – body, mind and spirit – is upheld in every interaction I have at St. Joseph’s. You know me by name; you seek to know who I am. You treat me with respect during the care I receive here and my privacy is important to you.

Participation - I am a partner in my care.

My voice is important to you. Keep me, with the support of others whom I choose to be part of my circle of care, fully informed of my health condition so I can participate in the bestinformed choices about my care. Understand the choices I make today, may be different than my choices tomorrow.

Reliability - I can count on you.

I am confident excellent health care teams will deliver safe and timely care and services using leading technology and equipment. You are focused on my needs while at St. Joseph’s and if my care transfers you will work in partnership with other health care providers. My whole experience is important to you.

We are constantly changing to meet your needs. The information presented here may be subject to change.

TABLE OF CONTENTS

Keep up on the latest updates for patients, families and visitors. Visit our website at www.sjhc.london.on.ca

Your feedback is important to us. You can share your experience through our website at www.sjhc.london.on.ca/feedback. Or fill out one of the comment cards located throughout the facility.

550 Wellington Road, London, ON N6C 0A7 I 519-646-6100 I www.sjhc.london.on.ca

USEFUL PHONE NUMBERS

Calling from inside the facility: Dial the five digit ext. number listed below.

Calling from outside of Parkwood Institute: Dial 519-646-6100 followed by the extension number.

In an Emergency dial 55555.

PROGRAM INFORMATION

The Complex Care Program provides specialized care to patients with complex medical conditions. The majority of patients will set goals to improve their overall health and function and return to the community following a short stay with us. The team also provides residential care for those with complex medical conditions who cannot be supported in a community care setting. The Medically Complex units are located in Zone A, Level 3, 3A East and Zone B, Level 3, 3B West.

The Complex Care Program also provides palliative pain and symptom management and end of life care for patients with a life limiting illness. The Palliative Care unit is located in Zone B, Level 4, 4B South.

Specialized Geriatric Services (SGS)

SGS is a network of services specializing in the care of older persons throughout Southwestern Ontario. SGS services are provided at Parkwood Institute, London Health Sciences Centre and throughout the community. SGS has a Geriatric Rehabilitation Day Hospital in Zone A on Level 2 and three inpatient units in Zone A on Level 5, the Geriatric Rehabilitation Unit (5A North) and the Musculoskeletal and Amputee Rehabilitation Units (5A East).

To see a video about inpatient Specialized Geriatric Services: www.sjhc.london.on.ca/specializedgeriatrics

Rehabilitation

The Rehabilitation Program provides services for people with brain injury, spinal cord injury, amputation, stroke and other neurological conditions. In rehabilitation, the focus is on reintegrating patients into the community by maximizing their function and recovery. There are two inpatient rehabilitation units in Zone A Level 4, Stroke and Neurological Rehabilitation Unit (4A North) and the Regional Rehabilitation Unit for brain injury, spinal cord injury and amputation patients (4A East).

To see a video about inpatient rehabilitation: www.sjhc.london.on.ca/rehabilitation

Your time at Parkwood Institute

For most, a hospital stay at Parkwood Institute is one of many stops in their care journey. The length of time you stay with us depends on the type of treatment you need. Your team will help you and your family caregivers set goals for your care and rehabilitation. They will also help you transition back home or to another place in the community. This plan will include identifying community supports you

will need when you are discharged. After your stay in hospital, you may be referred to some of our many outpatient programs for further treatment. Your care team will provide you with information on what to expect.

For more information and to view videos about our programs, visit www. sjhc.london. on.ca/directions/parkwood-institute then click on “Virtual Tours and Orientation Videos.”

Veterans Care

The Veterans Care Program assists and supports our resident Veterans and their family caregivers to meet their health care needs and enhance their quality of life. Our Veteran inpatient units are located in the Western Counties Wing, Zone E, Levels 2 (2 Perth), 3 (3 Kent-Essex) and 4 (4 BruceElgin).

Parkwood Institute is also home to one of Canada’s 11 Operational Stress Injury (OSI) Clinics. St. Joseph’s OSI Clinic provides specialized mental health services for Veterans, members of the Canadian Forces and eligible members of the Royal Canadian Mounted Police who are encountering ongoing difficulties as a result of servicerelated psychological injury and traumatic events.

To see a video about Veterans Care go to: www.sjhc.london.on.ca/veterans.

For more information, contact the program office at ext. 42701

Other services you can be referred to:

• Adult wheelchair and seating program

• Optometry clinic (for inpatients)

• Audiology services

• Skin clinic (for inpatients)

• Dental services

• Wound management clinic

• Electromyography (EMG) laboratory

• X-ray/ultrasound suite

As part of your care and rehabilitation, you

may be referred to outpatient services that are part of Parkwood Institute’s programs. Outpatient services may be provided in hospital, in your home or workplace or in the community, depending on the program and your needs. Your care team will explain all of your options.

To learn more about our outpatient programs visit www.sjhc.london.on.ca

Research

At Lawson Health Research Institute, the research arm of St. Joseph’s, scientists work with clinical teams, patients and families to bring tested solutions to the people who need them the most. Many Lawson researchers are health professionals themselves.

The Parkwood Institute Research teams focus on advancing innovations and discoveries directly related to patient care. The research teams are exploring ways to enhance care in the areas of cognitive vitality and brain health, mobility and activity, and mental health – with the understanding that the mind and body are integrally linked. By minimizing the effects of aging, disease, injury and disability, research helps individuals live their lives to the fullest.

Clinical research plays a crucial role in improving health and the quality of care. Patients and caregivers may be asked to participate in research during your care journey at Parkwood Institute. Your decision to participate has no impact on the care that you receive.

Visit www.lawsonresearch.ca for more information about Lawson and getting involved in research.

GENERAL INFORMATION

Substances

Although alcohol, tobacco and cannabis are legal products, they are generally not permitted at Parkwood Institute. See below for further detail and feel free to ask your care team questions.

Alcohol

Consuming alcohol at Parkwood Institute is not allowed unless ordered by a physician. Alcohol may not be kept in your room. For resident Veterans, please speak with your care team.

Smoking

Parkwood Institute is a smoke-free facility. There is no smoking or vaping indoors or outdoors anywhere on the property, including in parking lots and parking garages. This includes both tobacco and cannabis. Talk to your health care team if you want to know where the property line is, would like a nicotine patch or need more support. Inpatient Veterans can only smoke in the controlled smoking area.

Cannabis

Smoking or vaping cannabis is not allowed on Parkwood Institute property. Cannabis in other forms (edibles, creams, etc.) is

also not permitted. Please tell your health care team if you had a prescription for medical cannabis before being admitted to Parkwood Institute. If your Parkwood Institute physician agrees medical cannabis is an appropriate therapy for your medical condition, you will be offered a cannabis/ THC derivative in oral or spray form. Your physician and team can answer further questions.

Drugs and Controlled Substances

You may only take drugs ordered by your physician. Please report any food or drug allergies to your nurse and physicians. Please let your physician know of any topical/ complementary/alternative remedies you are taking if you plan to continue using them after admission. The use of illegal substances is not allowed.

Family Caregiver Presence

Who is a family caregiver?

A family caregiver is someone – a family member, friend or neighbour – who provides important personal, social, psychological and physical support, assistance or care for an individual.

Family caregivers are welcomed as partners in care.

At St. Joseph’s, we believe in working together to provide the best patient/resident care possible. Family caregivers are important members of our team. As a family caregiver:

• you are a valuable partner in planning for care and transitions, often adding key details about a patient/resident’s medical history or situation;

• your presence can reduce anxiety and provide comfort for you and the patient/ resident;

• you bring another set of eyes and ears, helping to maintain consistency and safety of care.

To support patient/resident and familycentered care, St. Joseph’s does not have specified visiting hours.

Family caregivers are welcome based on patient/resident wishes balanced with the care needs, well-being, safety and security for all. Please refer to the family caregiver presence guidelines on our website for updates that may occur due to current infection control restrictions at www.sjhc.london.on.ca/patients-andvisitors/visiting-information

Quiet hours

Quiet Hours are in place from 10 pm to 7 am to promote rest and well-being of all patients/residents. To help us create a calm space, please:

• Speak in hushed tones

• Dim overhead lights

• Silence electronic devices

Family caregivers are asked to connect with a member of the health care team on the unit ahead of time to make arrangements if they plan to be with a patient/resident during Quiet Hours.

Please note: For everyone’s security, there are times of day when access to St. Joseph’s buildings is limited. Family caregivers may be asked to use certain doors, ring to have a door unlocked and/or check in with security.

Parking (see map on page 2) (rates subject to change)

• Lot 1 - In front of Zone C (big awning)

$ 6.50 at entry

• Lot 3 - In front of Zone D

$ 6.50 at entry

• Roadside Meter Parking - Along the roadside

$ 6.00 for four hours (purchase at pay and display)

Monthly Rates:

A monthly access card can be purchased for $58.00, plus a deposit of $25 (refundable upon return). Purchase your monthly pass in the parking office on the main floor of the parking garage (located at the Wellington Street entrance to the campus). Parking office hours are Mon. – Fri. 9:30 am to 4:30 pm. For more information contact dutymonitor@precisebi.com or by phone at 1-888-783 PARK (7275).

Finding Your Way

Parkwood Institute is organized into zones:

• William and Lynne Gray Building: Zones

A, B, and C

• The Arthur J. Hobbins Building is Zone D

• Western Counties Wing is Zone E

Patient and Family Council

Parkwood Institute Main Building Patient and Family Council includes patient, resident and family caregiver representatives from programs across the site. Members provide input into decisions and plans for Parkwood Institute Main Building programs and services. The council meets regularly throughout the year. For more information, call 519-646-6100 ext. 45760.

BECOME A PATIENT/FAMILY PARTNER

Your involvement is important.

Patient/Family Partners at St. Joseph’s Health Care London volunteer to provide valuable insight and ideas to help improve the quality and safety of care based on their own experiences.

Work with us for either short- or long-term commitments, depending on your interests and availability.

HOW CAN I HELP?

Quality Improvement

Initiatives

Partner with staff to improve services and processes across the organization.

Hiring Panel

Partner in the staff recruitment and hiring process at St. Joseph’s Health Care London.

As a Patient/Family Partner, you may provide input into:

• patient care

• organizational processes

• e ducation

Storytelling

Share your health care experiences with clinicians, staff, patients and family caregivers.

GETTING STARTED

• research

• patient safety

• environment and design

Email Insight

Provide remote input on educational materials in development and share feedback via surveys.

We are always happy to answer any questions and orientation is offered to all new Patient/Family Partners.

We want to hear from you! Contact the Care Partnership Office, or talk to any staff member who can submit your name and contact on your behalf. A member of the Care Partnership team will reach out directly.

Research Projects

• qu ality improvement

• s taff recruitment

Act as a review panel member and work with teams to provide input on research projects.

Committees & Councils

Serve on groups that advise on, plan and manage specific functions within the organization.

Personal Belongings

We encourage you to personalize your room with small items special to you.

Please ask your care team what items are allowed in your area. Please keep in mind there is a limited amount of space in your room. Be sure to bring personal aids such as wheelchairs and walkers, toiletries, day wear and sleep wear. Arrangements must be made for safekeeping of your valuables. St. Joseph’s is not responsible for the safekeeping of your belongings. Storage in your room is limited to a locker, dresser and bedside table. In some areas, lock boxes are available on request.

Pet Visiting

Parkwood Institute supports family pet visiting. There are guidelines to ensure these visits are successful. Please check with your care team before having a pet come for a visit.

Photography

When you are admitted, your care team may ask your permission to take your photograph for your safety and identification. For example, photos are taken of patients and residents at risk of wandering for the Patient and Resident Wandering System.

Please check with a staff member before you, your family or visitors take a photo or video recording while at Parkwood Institute. They will explain St. Joseph’s Photography Policy. Depending on the circumstances, the staff member may or may not give you permission to take photos or video recordings. If you are given permission please make sure no other patients, residents, visitors or staff members are captured in your images. Please respect their privacy and treat any personal health information others share with you in confidence.

Privacy

St. Joseph’s is committed to keeping your information safe and confidential. Your privacy is very important to us.

To provide you quality care, we collect both personal and health information from you. Your information is shared with health care providers at hospitals, your family physician, health care agencies, nursing homes and those who become part of your team for the purpose of your care. Your information is also shared with agencies that pay for health services, such as OHIP, health insurance companies, Workplace Safety and Insurance Board and the Ministry of Health.

If your information is to be used for any other purpose, we will ask your permission.

With your consent, we encourage family caregivers to be involved in your care. We will only share information about your care, treatment and progress with family caregivers with your consent. We encourage family caregivers to provide information about your health history to your care providers.

The information we collect from you is also used:

• For patient satisfaction surveys, so we are able to receive your feedback on our services.

• To comply with legal and regulatory requirements.

• For research to help us develop new treatments and technologies for the future.

• For educational purpose to keep current health care practitioners up to date and to train students.

Unless you request otherwise, we may:

• Provide information to individuals who contact the organization to inquire about you, e.g., we will confirm that you are a patient, your room number and general condition report.

• Share your name and address with the Hospital’s Foundation for the purpose of fundraising.

If you have any questions or concerns about your privacy or how we collect and share your personal and health information, please contact Patient Relations, Privacy and Risk at 519-646-6100, ext. 61234 or by e-mailing: privacy@sjhc.london.on.ca.

Scents

No perfume, aftershave, or scented products. Parkwood Institute is a scentfree facility. Please do not wear scented products. The airborne chemicals from scented products, such as perfume and aftershave, can harm people with breathing problems, migraines and allergies.

Transportation

The No. 6 Richmond Street bus stops at the front entrances of Parkwood Institute’s Main Building and Mental Health Care Building and is wheelchair accessible.

A telephone with numbers programmed for taxi service, including wheelchair-accessible taxis, is available at the Main Building’s front entrance and at the Western Counties Wing entrance.

Paratransit for residents and patients with a disability is available by application. Registration includes a personal and medical application. Advise your social worker if you wish to apply for this service. Paratransit charges a flat rate, each way, for all rides.

Please advise your nurse if you plan to leave the building on any outings.

SERVICES

Some local hotels offer a hospital rate for patients and families. Please ask the hotel directly about these rates when you are making your reservation.

Dental Services

Basic dental services are available including: examinations, cleanings, fillings, denture work (adjustment, repair, reline and new), non-complicated tooth extractions and when appropriate, referral for specialty consultation.

There is a fee for the initial dental consultation. Patients and residents are responsible for the consultation fee and any treatment fees. All dental insurance plans are accepted and the dental clinic will assist with documentation and claims submission.

Dental treatment estimates can be provided. Questions are always welcome. For more information call 519-685-4292, ext. 42248.

Financial

When you are admitted to Parkwood Institute you will need your Ontario Health Card and proof of any additional insurance coverage. A representative from St. Joseph’s Finance department will contact you regarding financial matters such as preferred accommodation and/or co-payment charges.

• St. Joseph’s cannot be held responsible for cash and valuables kept in your room. Personal arrangements must be made for the safekeeping of your valuables.

• You can open a safekeeping account in the Business Office, Level 2, Zone A, where you can withdraw up to $50 per day during business hours.

Please call to confirm current office hours or to book an appointment: 519-646-6000, ext. 42474.

• You can use your account to charge purchases at the General and Corner Stores, the beauty shop, or to pay for services such as your television and telephone. Charges can be deducted automatically from your account or you can be billed on a monthly basis.

Change Machines

The two change machines are located:

• In the main lobby of the Arthur J. Hobbins Building, Zone C entrance, just to the south of the General Store near the front door.

• At the entrance to the Arthur J, Hobbins Building.

Meal Service

We are delighted to provide a personalized 21-day menu. Menu selections are made three days in advance of the meal being served. If you choose not to select a menu, you will receive a pre-set selection based on your diet type.

Cafeteria

The Cafeteria is located on Level 1, Zone C. Cafeteria hours are:

• Mon. to Fri.: 6:45 am to 4 pm

• Sat., Sun. and holidays: 8:30 am to 2 pm

Please note these hours are subject to change. You are required to pay if you choose to eat food from the cafeteria or Tim Hortons rather than selecting a menu item in your room.

Electronic Devices

We permit small electronic devices such as laptops, androids, iPads, tablets, eReaders, etc. No desktop computers or printers are permitted. St. Joseph’s is not responsible for lost, stolen or broken devices.

Foundation

At Parkwood Institute, care for patients and residents has been greatly enhanced thanks to decades of donor support. Through the generosity of donors, St. Joseph’s Health Care Foundation has helped to purchase equipment, beds and mattresses and comfort items for patients and residents. For more information or to donate, visit www.sjhc.london.on.ca/foundation or call 519 646-6085.

Gift Shops

The General Store and Corner Store are operated by the Parkwood Hospital Auxiliary. All proceeds from the stores go to support many patient and resident care needs.

We are grateful for the Auxiliary’s many volunteers who dedicate thousands of hours of their time each year. In the stores they sell gifts, cards, snacks, coffee, pop, assistive devices and sundries. The Corner Store also sells stylish women’s clothing and accessories.

General Store: Level 2, Main Building lobby (WILLIAM AND LYNNE GRAY BUILDING)

Mon. to Fri.: 9 am to 4 pm, 6 pm to 8 pm

Sat.: 2 pm to 4 pm

Sun.: 2 pm to 4 pm

Corner Store:

Level 2, Western Counties Wing

Mon. to Fri.: 10 am to 3 pm

Sat. and Sun.: Closed

These hours are subject to change. Please visit the store for the most current hours.

Hairdresser/Barber

A barber is available on a regular basis for all patients and residents. For information or to book an appointment, please call ext. 42461

The Beauty Shop is located in the front lobby of the Main Building. There is a charge for these services.

Internet Access

St. Joseph’s is pleased to offer free WiFi for patients, residents and family caregivers. To connect to the St. Joseph’s Guest wireless network, open a browser window and accept the terms and conditions.

Interpreters

If you would like to arrange to have an interpreter who speaks your language, please inform a member of your care team. This is a free service provided by a professional interpreter.

Laundry

You may do your own laundry by using the coin-operated laundry facilities on Level 1 or the facilities on some care units. You can also have it done by St. Joseph’s laundry service provider. Families are welcome to take clothing home to launder if they wish. Dry cleaning services are available under a contract from an outside supplier. You are required to pay for your dry cleaning.

Libraries

There are two libraries for patients and residents:

Patient’s Library:

WILLIAM AND LYNNE GRAY BUILDINGMain Building, Level 2:

Mon. to Fri.: 10 am to 12 pm and 1 pm to 3 pm

Sat.: 1 pm to 3 pm

Western Counties Wing Library:

Western Counties Wing, Level 2

Mon. to Fri.: 10 am to 12 pm and 1 am to 3 pm

Sat.: 10 am to 12 pm

Mail Service

These libraries have books (regular, large print and audio), newspapers, magazines, movies, music tapes and CDs. Tape recorders and CD players are available for loan. Headphones are also available, but you are encouraged to supply your own. The Patients’ Library also has a separate Consumer Health and Spinal Cord Injury collection and provides internet access.

Lost and Found

If an item is lost, first check with the nursing staff on the care unit to see if the missing item has been sent for repairs, cleaning or storage. If the item is not found, ask a staff member to contact security to report the item lost. All items found are kept for three months. Found items can be given to Security Services. Please call ext. 44555 to arrange for the item to be picked up or dropped off.

Mail is delivered on a daily basis. Outgoing mail with proper postage can be deposited in either the mail box in the Zone C entrance or in the mail box by the entrance to Western Counties Wing. Stamps are available in the General Store and Corner Store. Your mail should be addressed to:

Your Name and Room Number

St. Joseph’s Health Care London Program Name

PO BOX 5777, STN B

London, ON N6A 4V2

Newspapers

Newspapers are available at the library or can be purchased at the General Store and Corner Store. You may also arrange to have the paper delivered to your room for a fee.

Spiritual Care

Through all phases of life, we serve people as they join their spirituality with the experience of injury, disease and disability. The spiritual care practitioners on our Spiritual Care Team come from diverse faith backgrounds. As clinically trained spiritual care professionals, we care for the human spirit by living St. Joseph’s values of respect, excellence and compassion.

Our spiritual care practitioners can help you:

• Find hope and meaning and purpose in life

• Address:

- Grief and loss

- Religious care

- Spirituality

- End of life

- Crisis situations

Our spiritual care practitioners offer:

• Weekly religious worship services including Roman Catholic Mass on Tuesdays at 10 am, and the Ecumenical Service on Wednesdays at 2 pm (Both services are held in the Chapel of the Good Shepherd on the second floor)

• Various groups for inpatients and outpatients

• Individual consultations for inpatients, outpatients, families and staff

• Memorial services and other individualized rituals

• There is also a Multi-Faith Prayer Room available in C5-104 for personal time of silence and reflection.

Spiritual care practitioners are assigned to all areas at Parkwood Institute, and can be reached by having the on-call chaplain paged through the switchboard. Worship services and events are another opportunity for patients and residents to connect with others. All are welcome to attend church services, rosary prayers, hymn sings and seasonal and special services. For more information, please inquire on your unit, read

the bulletin boards beside each chapel or contact Spiritual Care at ext. 66029.

Telephones

You may rent a telephone for your personal use by using the automated system with instructions attached to the bedside phone, or by speaking to your unit secretary. Volume control handsets are available if you have difficulty hearing. Wheelchair-level public telephones are available on each floor.

Making calls

If you are calling from outside Parkwood Institute, dial 519-646-6100, then enter the ext. number.

When dialing from within Parkwood Institute, dial the ext. number from any phone.

If you are in a patient or resident room and wish to make a local call, dial 9 and then the number you wish to reach. If you wish to make a long distance to anywhere in North America dial 9, 1 and then the number. Calls outside of North America are placed through Switchboard by dialing 0.

Televisions

Entertainment and television rental services are available and provided by HealthHub Patient Engagement Solutions. Patients or family members can complete the rental process by visiting www.ConnectMyBed.ca. Assistance is available 24/7 to help answer questions related to local channel guides and request customer service assistance. Pillow speakers or earphones must be used except in private rooms. Televisions are provided in the lounge areas on each floor. In-house television channel 76 airs entertainment live from the Parkwood Institute Main Building Auditorium, channel 78 features entertainment from the Western Counties Wing Auditorium, and channel 88 airs from the Chapel of the Good Shepherd and features spiritual care services and a serene view for prayer and reflection when events aren’t in progress. If you are having trouble

accessing any of these channels, please ask a member of your care team to contact the TV representative.

Volunteer Services

Volunteers from the community are an important part of the team at Parkwood Institute. They enhance your care by supporting services and programs and by visiting. To request a volunteer, speak with your nurse or social worker, and they will contact Volunteer Services. For more information, call 519-646-6100, ext. 44050 or email: volunteersjhc@sjhc.london.on.ca.

Wheelchairs

If you need a wheelchair during your stay with us, an occupational therapist or physiotherapist will arrange for an appropriate wheelchair for you. Within 24 hours, our service provider will provide you with a temporary wheelchair. If you own your own wheelchair that needs repairs or adjustments, please let us know. If you need a wheelchair on a long-term or permanent basis, the health care team will work with you to identify your needs

X-ray/Ultrasound Suite

Parkwood Institute has an X-ray/Ultrasound Department open to the public. All routine X-ray and ultrasound services are performed here, including chest, abdominal (noncontrast) and orthopedic X-rays, using state-of-the-art digital X-ray equipment. Any person with a request signed by a physician is welcome to use this service. No appointments are required for X-ray services; however, an appointment is necessary for an ultrasound. Hours are from 8 am to 4 pm, Mon. to Fri. For more information and directions to the department, call 519-685-4292, ext. 42066.

YOUR SAFETY

To ensure everyone’s safety, all electrical appliances must be CSA or ULC approved before being used at Parkwood Institute. Items without CSA or ULC labels (or approved equals) or with damaged parts will not be allowed on site.

• No heat-generating appliances can be used, such as refrigerators, kettles, lamps, humidifiers, hair dryers, etc.

• Fans are not permitted unless it is ordered by your physician due to infection control, energy use and the impact on the air circulation system in the room. If ordered by a physician, they must be of a type approved for use by St. Joseph’s.

• Radios and stereos are permitted if they fit on top of the dresser and are adaptable for use with earphones or a pillow speaker.

• Televisions are available on a rental basis.

the closest staff member to assist you. You may also pick up any phone located within the facility and dial ext. 55555. This line is a direct line for emergencies. To reach security for non-emergencies, dial ext. 44555 from any phone within Parkwood Institute. Nonemergencies may include lost or stolen items, security escorts, room access or feeling uncomfortable and/or uneasy with your surroundings. St. Joseph’s Security team provides 24-hour service on-site.

Food Safety – Food Brought From Home

Visitors and family caregivers are asked to check with the nurse or another member of the care team before bringing any food to patients/residents.

Many residents and patients are on special diets and are at high risk for food borne illness due to age and/or weakened immune systems. Because of this, we have developed the following guidelines. We appreciate you following these guidelines to ensure any food

brought in is safe and enjoyable for everyone involved.

• Leftovers may be stored in appropriately designated refrigerators and labeled with patient/resident’s name, room number and date of preparation.

• St. Joseph’s Food and Nutrition Services is not responsible for any food items brought into the facility. Food will be discarded from resident refrigerators if it has not been properly labeled or if it has been held for more than 24 hours past the date of preparation.

• Non-perishable foods kept in patient/ resident/client rooms, must be kept in a sealed container to prevent pests.

For detailed information, read the Safe Food Handling Guidelines brochure available on the patient care units. If you have questions, contact Food and Nutrition Services at ext. 42175.

How We Treat One Another

St. Joseph’s values of respect, excellence and compassion helps us to foster an environment where all those who receive, provide and support patient and resident care are treated with honesty, courtesy, respect and dignity.

How staff members treat patients, residents and family caregivers

You have the right to :

• Be treated with respect

• Be in an environment free from harm

• Receive quality care

• Bring a complaint forward without fear of reprisal

Patients have a right to bring forward issues or concerns regarding their care or experience at St. Joseph’s. Once an issue or complaint is brought to a leader’s attention, he/she has an obligation to:

• Follow up

• Meet with all affected parties

• Gather information and understand the facts involved

• Take the necessary action.

If you have a concern about how you are being treated by a staff member, please speak with the leader of your care unit.

How patients, residents and family caregivers treat staff and others.

You have a responsibility to:

• Treat others with respect

• Actively partner in care

• Protect your personal property

• Fulfill your financial obligations

Moments for Hand Hygiene Your4

Identification

You will be given an identification band to wear on your wrist, which must be worn at all times. It is used by staff when confirming that medication is being given to the correct person. All staff and volunteers also wear identification in the form of name badges. You may ask to see the name badge if it is not visible.

Infection Safety

You can help prevent the spread of germs at Parkwood Institute.

Visitors and family caregivers

When you visit, please help us reduce the spread of germs.

• Do not visit if you have a fever, cough, diarrhea or are feeling unwell

• Use the patient’s or resident’s washroom 1

• Keep your hands clean: Frequent hand washing is the single most important way to prevent the spread of infection to you and your loved ones.

Clean your hands with hand sanitizer:

• Before entering and when exiting the facility

• Before entering a patient’s or resident’s room

• Before and after touching the patient or resident

• When leaving the room

• At the end of your visit

Patient and Resident rooms:

Please do not:

• Sit on hospital beds

You have a right to expect your care providers to clean their hands – if you think they may have forgotten, ask them.

Outbreaks

What is an outbreak?

An outbreak means there is an increase in the number of patients and residents with the same type of infection such as a cold, diarrhea or vomiting.

What will happen in an outbreak?

• Signs will be placed at the main entrances to the facility and at the entrance to the unit with the outbreak. The sign will state the type of outbreak as well as instructions for family members and visitors.

• If you have symptoms, you will be asked to stay in your room to prevent the spread of the infection.

• Care providers may wear personal protective equipment, such as gowns, gloves and/or masks with eye protection to prevent the spread of infection to patients, residents, visitors and staff.

If you are on a unit with an outbreak but do NOT have symptoms:

• You can move around the care unit.

• You cannot leave the care unit to go to other parts of the hospital until the outbreak is resolved (ask your health care provider when the outbreak is declared over).

Clean your hands and remind others to clean their hands too.

Latex

Some people may have allergic reactions to latex that can be mild or life-threatening. Please help keep Parkwood Institute latexsafe by not bringing in balloons, gloves or other products made with natural rubber sources. Mylar balloons are allowed.

Patient and Resident Wandering System

We have a Patient and Resident Wandering System to protect those who may be at risk from wandering, becoming lost or leaving the facility.

In addition to basic patient and resident information, we ask substitute decision makers for their consent to take a photograph of the patient/resident so we can quickly identify him or her if they become lost, wander or leave the facility without appropriate escorts.

Patients and residents who have been assessed by staff as wanderers wear a bracelet. When the system detects a wandering patient or resident is within range of a door, the sensors automatically lock the door. If the door is opened and the patient or resident goes through it, an alarm sounds and the care unit staff members respond immediately.

Interacting with Others

If you encounter a situation such as patients asking for money or cigarettes, here is some helpful advice on how to respond. First and foremost, please remember St. Joseph’s is a caring community. Many people come to us in times of injury, illness and vulnerability. It’s important to approach each person as we would anyone, with respect and compassion. It is OK to say ‘no’ as long as it is with the respect one would afford any person making this kind of request. If you find yourself in a recurring situation, don’t hesitate to connect with a member of the care team for guidance in managing the situation.

Preventing Falls

There are many reasons why people fall. Common reasons include your physical health, strength, thinking and decisionmaking ability, the medication you take or a new environment. Together we can reduce the risk of falls and injury during your stay. Your care team will work with you to develop a plan. If you need support or feel like you are at risk for falling, please ask for help.

HEALTH CARE DECISIONS

encouraged to take an active role in your health by asking questions, listening and talking with your care team.

We Are Here to Listen

Questions? Concerns? Comments?

If you have questions or concerns, speak with your care team or the leader of your care area. You can also contact our Patient Relations department at 519-646-6000, ext. 61234 or fill out a comment card, available on the care units.

Health Care Decisions

You have the right to make all care and treatment decisions about yourself. You can legally consent to or decline treatment. You should make decisions after you are informed of your choices and can appreciate the consequences. If a health care professional and/or the treatment team determine you do not have the capacity to make a decision, a substitute decision-maker will be asked to make the decision. This person will make your treatment and care decisions.

(SDM)?

The SDM must be willing, capable and available to assume responsibility for treatment or care decisions. The SDM can be:

• A person’s court-appointed guardian

• An attorney for personal care

• A representative appointed by the Consent and Capacity Board

• A spouse or partner

• Children over 16 years of age and parents

• Parent with right of access only

• Siblings over 16 years of age

• Any other relative over 16 years of age (related by blood, marriage or adoption)

If you have a legally appointed person to make decisions for you or if you have signed a Power of Attorney (for personal care) please bring in the documentation so it can be noted on your chart. The Health Care Consent Act specifies the order in which family members/others may be asked to be the substitute decision-maker (see above). If no other person is capable, available or willing the Public Guardian and Trustee (Treatment Decisions Officer) will be appointed as your SDM. Family situations are unique. Contact your social worker to discuss your situation or for further information.

Help Making Health Care Decisions

Clinical Ethics Consultation

It’s often difficult to make health care decisions for yourself or for someone you love. It can be especially hard for families entrusted with making decisions for another person who is unable to decide for him or herself.

When conflict or difficult questions arise, consulting an ethics professional may help.

How does an ethics consultation help?

An ethics consultation:

• Helps patients and families, staff and physicians identify, analyze and resolve moral conflicts;

• Provides an opportunity to discuss conflicts about health care decisions in a safe, reflective place.

People who help with an ethics consultation do not tell you what to do. They are a resource to help you clarify your own thoughts, feeling and concerns. They help resolve conflicting values and feelings and achieve the best possible outcome.

When should I ask for an ethics consultation?

If you are uncertain about whether an issue is an ethical one, ask yourself if:

• There appears to be two or more ‘right things to do’

• The situation is causing moral or ethical distress

• There is conflict between yourself and your family about a decision

• There is conflict between the SDM and other family members

Discuss your issues with your health care team and if more help is needed request an ethics consultation. You or your care team may request an ethics consultation.

Who do I contact?

The clinical ethicist at ext. 42251, the chair of the ethics resource team at ext. 42302, patient relations at ext. 61234, or spiritual care at ext. 66029.

Advance Care Plan

Sometimes we lose the capacity for making decisions about health care treatments. An advance care plan (also known as a living will) is one way to make your wishes known to your family, the people close to you and the health care team. An advance care plan can help guide those who must make decisions on your behalf.

These advance care plans will guide decisions only if you do not have capacity for making decisions. You do not have to complete an advance care directive but you should talk to your family to make sure your wishes are known.

If you would like to complete an advance care plan, or if you would like more information, talk to a member of your health care team, the clinical ethicist at ext. 42251, the ethics team at ext. 42302, patient relations at ext. 61234, or spiritual care at ext. 66029. You can also find information at www.advancecareplanning.ca

Resuscitation Wishes

What is a life-threatening situation?

A life-threatening situation is when:

• A person’s condition deteriorates significantly

• A person becomes unconscious or their breathing or heart has or will stop

The most serious situation is when breathing stops, or the heart beat becomes irregular or stops, as this leads to death. This is also called ‘vital signs absent’. In hospital, an internal emergency team is called and responds with various methods to try to restore normal breathing and heartbeat. This is known as resuscitation. Patients/residents who require further emergency medical care will be transferred by ambulance to an acute care hospital (e.g. Victoria Hospital at London Health Sciences Centre).

How does this affect me?

Our team will try resuscitation when a patient’s heart or breathing stops. Your physician can tell you more about these procedures for people with your disease/ condition. Some patients/residents prefer to allow natural death. Speak with your physician or care team to have your questions answered and discuss your preferences.

What choices do I have?

In discussion, you will be asked: if you are found without vital signs, do you want us to:

• Attempt resuscitation, or

• Do not attempt resuscitation (provide comfort and allow natural death).

Unless you tell us otherwise, we will attempt resuscitation.

We will also ask about your wishes if your condition changes significantly. There are four options ranging from, “focus on comfort measures” to “advanced resuscitation level”. Advanced resuscitation level means we will send you in an ambulance to an acute care hospital and they will try available relevant procedures.

Your care provider will explain these choices in more detail.

The physician or nurse will:

• Explain what is possible for you in a life-threatening situation

• Listen to you and be sure you understand the issues and consequences

• Answer your questions

• Ask what your wishes are regarding resuscitation at the end of your life

• Document the decision on a form so all health care providers are aware.

When do I have to decide?

We ask patients/residents when they are admitted to the hospital about their wishes concerning life-threatening situations. There is, of course, always time to ask for more information if you need it.

When you tell us your wishes, those wishes will help guide our care for you if you are unable to speak for yourself.

If an emergency occurs before you have made a decision, the hospital care team will follow its usual practice of attempting full resuscitation efforts.

Can I change my mind?

Absolutely. You can always change your mind. If you do change your mind at any time, please speak with your physician or nurse to discuss your wishes.

Considering your wishes

You may find it helpful to talk to others about your care wishes in a medical emergency. Consider talking to:

• Your doctor

• Your spouse or partner

• Other family members or friends

• Someone in your faith group

• Your health care team at the hospital. Sometimes people who are ill become unable to make decisions for themselves. Your SDM will then make decisions about your medical care. It’s important for your SDM to understand your wishes. If you have an advance care plan, please bring it with you.

Medical Assistance in Dying

For information on Medical Assistance in Dying, please speak with your care team.

ST. JOSEPH’S HEALTH CARE LONDON

Vision

We earn complete confidence in the care we provide, and make a lasting difference in the quest to live fully.

Mission

We help all who come to us for care to maintain and improve their health.

We work with people to minimize the effects of injury, disease and disability. We do this by pursuing excellence in care, research and education in a wide range of hospital, clinic, long-term and community-based settings.

In the spirit of our founders, we care in the example of Jesus Christ and in keeping with our values.

We attend to the wholeness of each person – body, mind and spirit. We are a life-affirming community, nurturing a living spirituality through all stages of life, health, suffering and death.

We ensure ongoing ethical reflection.

We advocate for those who are vulnerable and without a voice. We actively pursue and build partnerships to create a better health care system.

Values

Respect • Excellence • Compassion

COMMUNITY SUPPORTERS

Parkwood Institute is very grateful to all the sponsors who have contributed to the creation of this handbook. Please note, however, that the publication of an advertisement in this handbook does not imply an endorsement by Parkwood Institute.

AGE IN PLACE AT AMICA LONDON

At our senior lifestyles residence, we empower you to age with optimism. Offering Independent and Assisted Living, with care that evolves as you do, you’ll have peace of mind for years to come.

Wholistic Health

Ser vices for First Nat ions, Mé t is, and Inuit People & Families

• Clinical Services (Doctors, Nurse Practitioners, Nurses)

• Aboriginal Patient Navigator & Seniors’ Health Advocate

Diabetes Education, Prevention & Management

Traditional Indigenous Healing & Culture Based Programs

• Mental Health & Addictions Services

• Dental Services

We provide services for all ages and stages of life! Please contact us for more information or to book and appointment.

Why Compression Garments at Yurek?

• Certified ADP Compression Fitter

• Certified ADP Lymphedema Compression Fitter

• Multiple product styles include calf, thigh, leggings, pantyhose, and arm sleeves.

• A variety of colours and materials for everyone!

• In-home appointments/free consultations.

Email dtopping@yurekpharmacy.com or call 519-963-1142 ext. 4022 to book an appointment.

Please remember that visitors are not to visit at any time if they feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc.

NURSING & HOMECARE

SPECIALTY CARE

IN-HOME CARE

AT FACILITY CARE

POST-SURGERY CARE

MEDICAL CHILD SUPPORT

NON-MEDICAL CHILD SUPPORT

Mount Pleasant & Oakland Cemeteries

Mount Pleasant & Oakland Cemeteries

Mount Pleasant & Oakland Cemeteries

A non-profit, public service organization since 1875

A non-profit, public service organization since 1875

A non-profit, public service organization since 1875

Transfer Service

Transfer Service

Crematorium ~ Chapel ~ Reception Centre

Crematorium ~ Chapel ~ Reception Centre

Transfer Service

303 Riverside Drive, London

Crematorium ~ Chapel ~ Reception Centre

303 Riverside Drive, London

Call to discuss your needs 519 434 6504

Call to discuss your needs 519 434 6504

303 Riverside Drive, London

www.mpcemetery.ca info@mpcemetery.ca

www.mpcemetery.ca info@mpcemetery.ca

Call to discuss your needs 519 434 6504

www.mpcemetery.ca info@mpcemetery.ca

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Keep your medication record up to date.

Remember to include: drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products

Ask your doctor, nurse or pharmacist to review all your medications to see if any can be stopped or reduced.

BUSINESS CARDS

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SHARON VILLAGE CARE HOMES

KENSINGTON VILLAGE RETIREMENT HOME Offering Compassion,Comfort and Care, since 1984.

Kensington Village Retirement Home offers Permanent, Short Stay and Respite Care Stays We have Independent and Supportive Care suites available, with on-site Nursing and PSW Staffing

Our facility provides a comprehensive continuum of care

Our care models feature aging in place, and has the ability to match the needs of our residents throughout the aging process All meals, medication administration, and housekeeping are included Additional services and amenities are available

Our recreation staff are sure to provide a full calendar of activities, and weekly outings on our own bus, and we encourage all our residents to participate

In partnership with London Health Sciences Centre (LHSC), Kensington Village and SE Health bring a Transitional Care Unit (Restorative Program) to our community This program is for those referred by the hospital who no longer require acute care and would benefit from a short period of transitional care in a retirement home setting Individuals are discharged from LHSC, and transitioned to Kensington Village with support from the hospital, the Home, and SE Health.

Kensington Village Retirement Home

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For more information, e-mail us at infokv@svch ca

For an appointment, please call 519-432-0023 or email justbetweenfriends@rogers.com.

Over 23 years of providing NO-COST support programs and services to anyone affected by cancer in our community

open up to more

At Residence Inn by Marriott® London Downtown, we provide spaces and experiences that allow you to travel like you live. Enjoy a variety of amenities including spacious suites with full kitchens, outdoor spaces with barbeque grills, free grocery delivery service, breakfast and Wi-Fi.

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Dale Brain Injury Services

We design individual programs to assist every ABI and Stroke survivor to maximize their strengths to live healthy, meaningful lives. Services