Scarborough Health Network Patient and Family Guide

WELCOME TO SCARBOROUGH HEALTH NETWORK!

We are committed to partnering with you and your family for a quality patient experience. Your health-care team will work with you to meet your needs, reach your care goals, and return you home safely. This guide provides you and your family with helpful information about staying in the hospital. It will help to answer many of your questions and assist you in being actively involved in your care.

BEING INVOLVED IN YOUR HOSPITAL CARE

As a patient staying in the hospital, you will be involved as much as possible in creating the best quality experience.

We invite you and your family to be active and informed members of the health-care team, and partners in the plan for your care.

Your Hospital Health-care Team

Your hospital team will work together with you and your family to provide treatment and support. The team includes health professionals and staff in many different roles. Check your Unit Welcome Letter for the list of health-care team members who will be part of your team.

Patient and Family Involvement

You and your family are also part of the team! We want you to be actively involved in your care plan. Here are some ways to involve your family:

• Bring someone who knows your medical history.

• They can help to listen, discuss, and understand information you receive, and ask questions.

• Make sure they know your wishes, treatment decisions, and plans for discharge.

Communicating with Your Team

PATIENT TIPS

You and your health-care team will speak regularly about your treatment, recovery, and plan to return home.

Communication boards

Many patient rooms have a whiteboard by the bed for sharing information about you, your team, and your care plan. You can use it to ask questions or leave messages.

24/7 language services

Removing barriers to communication allows patients to have dignity in speaking for themselves. We offer a telephone service that connects you, your family, and the health-care team with an interpreter who speaks your primary language. The service is available in more than 200 languages. Please check with your nurse if you’re interested.

Patient feedback

We want to hear from you. Your feedback helps us know what’s going well and where we can make improvements. If you have a concern, please tell your health-care team. If you need further assistance, ask to speak with the unit manager. If you continue to need help, contact Patient Relations:

Birchmount – 416-495-2400 ext. 5424

Centenary – 416-284-8131 ext. 4742 General – 416-438-2911 ext. 6140

What to talk about with staff

• Your health problem and treatment plan, as well as your role and what you need to do

• Why it’s important for you to have this treatment, what it will involve, and if there are alternative treatment optionsthem about:

• How you feel physically, mentally, and emotionally

• Your past illnesses, family medical history, and recent hospital and doctor visits

• Your tests and medications

Virtual Visits

Communicate with your loved ones virtually any time.

Free WiFi

We have free WiFi available in all patient areas of the hospital. Use your mobile device to access our guest WiFi network.

Access to a mobile device

If you do not have a mobile device, please speak with a member from your health-care team.

PARTNERING FOR A SAFE, QUALITY EXPERIENCE

Your safety as a patient is a top priority. Together, we will focus on key areas in your care and recovery to keep you safe during your hospital stay. This includes partnering with you and your family in following the right patient care strategies, steps, and procedures for your needs.

Identifying you

Your armband identifies who you are to hospital staff and doctors. Some bands also let staff know about a safety issue you may have, such as allergies or a risk of falling. So be sure to keep it on.

Staff and doctors will identify you in two ways before providing any care or service. For example, they may ask your name and date of birth, and then scan your armband.

This check happens when staff deliver meals, before taking you out of your room, or giving tests, treatments, or medication.

Staff identification

All our hospital staff, doctors, and volunteers must wear identification badges. Be sure to look for their badges, and do not let anyone care for you who is not wearing one. You can also ask for the names of members of your health-care team.

Allergies

Tell your health-care team in advance about any allergy or reaction you have to medicine or food – or any other allergies, such as to scents, chemicals, and dust. Reactions can include rashes, headaches, trouble breathing, and feeling sick.

Nutrition

Good nutrition helps with healing and is important when in the hospital.

How to prevent malnutrition

• Report any problems with eating or drinking to your health-care team.

• A nutrient-dense diet or liquid-nutritional supplements may be prescribed.

Medications

Errors in medications can happen if everyone is working with different information. That’s why it’s important to review your medication history with the health-care team.

Reviewing your medications

• We need a full list of new and old medications that you take, including vitamins, minerals, and herbal and non-prescription products.

• We also need your pharmacy’s contact information.

Please note: Do not bring any medications from home. Pharmacy will provide medications you require during your hospital stay., including new ones that may be prescribed for you.

When you’re ready to leave, it’s important to have staff or a doctor go over the medications you should take at home. Be sure you know any differences with the medications you had before you were admitted. If any medications have been stopped, return them to the pharmacy for disposal so you don’t take them by mistake.

• Diet restrictions may be relaxed to provide more variety/options.

• Comfort foods from home might be helpful.

PATIENT TIPS

How to manage your medications

Always keep an up-to-date list of your medications and allergies, and bring it with you to every medical visit. Here’s how you can keep track of this list:

• Ask your pharmacist to do a “MedsCheck” review and print a list of all your medications, or put the list on your phone for easy access

• Download a smartphone app to keep track of medications, blood pressure, allergies, etc. (such as Knowledge is the Best Medicine and MyMedRec).

Be sure you know what all of your medications are for, how often to take them, and what dose or how many pills to take. Any time one of your medications changes, you should change your medications list too.

How to prevent infections

Infections happen when germs enter the body, multiply, and cause harm or illness. Patients admitted to hospital are at risk of contracting an infection. The risk may be increased if:

• You are elderly

• You have been using antibiotics

• You have a urinary catheter or other medical devices

• You have a wound

• You have been admitted to hospital for a long time

• Your immune system is compromised

To protect yourself and others from getting an infection while at the hospital:

• Keep your hands clean.

• If you have a fever, cough, diarrhea, or any change in your condition, tell your health care team.

• Cough or sneeze into your sleeve or cover your mouth and nose with tissue so germs don’t spread.

• Make sure your immunizations are current.

• Ask family and friends not to visit if they are sick.

Hand hygiene

The most common way to spread germs is with our hands, making it extremely important to maintain good hand hygiene.

To maintain good hand hygiene, clean your hands by rubbing with an alcohol-based hand sanitizer or by washing with soap and water.

When to clean your hands

• After using the bathroom

• After blowing your nose/coughing

• Before eating or drinking

• When visibly dirty

• When leaving and returning to the patient room

Isolation Precautions

Patients with a particular infection or who are at risk may be placed on special precautions, or isolation. If you are on isolation, your nurse will provide you and your family with information about the precautions and any instructions that will need to be followed by anyone going into your room—such as wearing a mask, gloves, or gown to prevent the spread of infections. A sign will also be placed on your door.

Exercising your mind

It’s just as important to keep your mind active to help stay mentally sharp and reduce the risk of delirium. Ways to keep mentally active

• Visit the lounge, outdoor area, gift shop, or multifaith chapel. Follow your health-care team’s instructions for safe mobility and check in with them before leaving the unit.

• Do crossword puzzles or Sudoku, play cards, read a book, look at pictures, or even pay your bills.

• Watch movies, listen to music, play a game, or talk to friends on a smartphone or tablet. TVs are also available in some lounges as well as in patient rooms.

Blood clots

Blood clots can form if blood flowing through your blood vessels slows down, stops, or there is damage to a vessel. A blood clot deep inside a part of the body is called a deep vein thrombosis (DVT), which mainly affects large veins in the legs. If a clot breaks off, it could move through the bloodstream to your lungs, which is called a pulmonary emboli (PE).

Your health-care team will do checks so you are less at risk of getting a blood clot.

Pneumonia is a kind of infection of the lungs. It’s very important to keep your lungs clear and healthy when you’re a hospital patient.

How to prevent pneumonia

• Practice good mouth care, especially by cleaning your teeth.

• Keep the head of your bed up.

• Get up and move around.

Your health-care team will also let you know:

• If it’s better for you not to eat or drink anything by mouth.

• If you should be doing deep breathing and coughing exercises.

How to prevent blood clots

• Let your health-care team know if you or a family member have had a blood clot before

• Move your arms and legs regularly

• Drink lots of fluids

• Tell your health-care team if you notice increased warmth, pain, swelling, or changes in skin colour in one leg or arm; or if you have sudden chest pain, light-headedness, or shortness of breath

Lying or sitting in the same position for a long time puts pressure on parts of your body, which can damage your skin and cause pressure injuries. The first sign of a pressure injury is reddened or purplish/bluish skin. Although pressure injuries may not be painful at first, they can take a long time to heal and affect your everyday life.

Falls

Falling can be a serious risk for patients staying in the hospital. Patients are often in a weaker condition, and can also get disoriented, or become delirious or have dementia, which puts them more at risk. The health-care team will work with you to be safe.

How to prevent falls

• Put on proper, non-slip footwear whenever you get out of bed

• Keep lower bed rails down — patients can injure themselves trying to climb over the rails

• Keep the bed in the lowest position — this way, if you were to fall getting out of bed, you would be less likely to injure yourself

• Tell your health care team if you are dizzy, unsteady, or are feeling weak

• Tell someone if you need help with your cane, walker, or wheelchair

Pressure injuries

How to prevent pressure injuries

• Get out of bed often, and change positions frequently when you’re lying down or sitting

• Drink a lot of fluids and eat a balanced diet, including fruits, vegetables and foods high in protein and calories

• Tell your health-care team if you see any discolouration in your skin

PATIENT TIPS PATIENT TIPS

More ways to prevent falls

• Keep everything you need within your reach, such as water, your call button, your phone, etc.

• Make sure that you know how to use the call button by your bed

• Tell hospital staff about any spills

• If you have trouble seeing or hearing, it’s best to wear your eyeglasses and hearing aids at all times when you are awake

• Tell your health-care team if you are scared of falling — being afraid could stop you from doing normal activities and then you may become weaker and more at risk of falling

Moving and staying active

Patients staying in hospital are at a high risk of losing their ability to get around (mobility) and their independence.

That’s why you need to make sure to move as much as possible.

For every day that you don’t move, it actually takes several days to get back to your old strength. So even if you’re not feeling well, you have to try to stay as active as you can.

Moving helps to keep up your strength, and prevent other issues. As part of

getting better, you will be encouraged to do as much as you can for yourself.

Ways to keep moving

• Get out of bed as much as you can. Your health-care team will know the safest way for you to get up, which could be on your own, with family or a staff member’s help, or with a lift.

• Ask for help to sit in a chair for meals, and to go to the bathroom instead of using a brief whenever possible.

• When you’re in bed, move your arms and legs often or roll side to side.

• As much as possible, keep doing tasks you did at home, such as dressing and washing up.

Purposeful rounding: The 5 Ps

In order to ensure that all of the mentioned safety measures are in place, your nurse will be coming to check on you every hour or so. This is known as “rounding”, and we have a very clear purpose for it.

Each time the nurse comes in to see you, they will go over the 5 Ps:

Pain

Let us know if you feel any pain

Potty

We can help you go to the bathroom

Position

We can reposition you if you are uncomfortable

Personal belongings

Do you have everything you need close by?

Protective measures

We will make sure you are in a safe environment

GETTING

READY TO RETURN HOME

Your health-care team will work with you and your family on a safe discharge plan that meets your goals and care needs once you leave the hospital. These plans take time to develop, so we will start talking about your goals for discharge to return home soon after you are admitted to the hospital.

Completing Your Stay

During your hospital stay, your doctor will follow your progress as you work towards your goals. Your care needs will begin to change, and your doctor will know when you are ready to be discharged from the hospital.

Your recovery

The road to recovery is different for everyone, and your stay at the hospital is only one step in that journey. When you get the OK from your doctor that you are ready to be discharged, you may not feel like your old self yet. Depending on your situation, you may need to take many more steps before you are fully recovered or settled on your “new normal.”

The health-care team will work closely with you and your family to come up with the right recovery plan for you.

What recovery may look like

• Recovery at home with community supports or therapy

• Temporary respite care in an assisted-living setting

• Outpatient rehabilitation services

• Convalescent care

• Inpatient rehabilitation at a rehabilitation hospital

PATIENT TIPS

When you are lying in a hospital bed not feeling well (perhaps feeling your worst), it may be hard to imagine what your life might be like after recovery. This is not the right time to make life-changing decisions about your living situation. Your health-care team will work with you so you have all the support you need to get home first.

At home, you will have time to recover fully or find your new normal and then plan for your future with your loved ones. Your local Home and Community Care (HCC) team will work with you to provide support and help you plan your future from the comfort of your own home.

Preparing for discharge: a checklist

Ask the health-care team:

F What time should I be ready to leave the hospital?

F Are there any special instructions for my recovery at home?

F Are there changes to my medications?

F Are there changes to food I can eat?

F Is there any special medical equipment I will need?

F What self-care routines can I do on my own, or will I need help with?

HLeaving the Hospital

You, your family, and your health-care team have been planning your safe discharge, and now your doctor is saying you are ready to leave. Yay!

Your nurse will give you all your paperwork and care instructions to prepare you to be discharged. We will work with you and your family to arrange to leave as early as possible so that you can head home, and we can get your room ready for the next patient.

F Are there any symptoms to watch for?

F Who do I call if I have a question about my health or I need help?

Make sure to:

F Arrange for a family member or friend to pick you up.

F Pack personal belongings (items left behind are disposed after a week).

F Get all prescriptions, and coordinate getting your medications at home.

F Arrange a follow-up appointment with your family doctor or specialist.

F Arrange for extra help at home, such as housework, cooking, etc.

Services after you leave the hospital

As part of your discharge plan, we will be working together to arrange services that you may need after you leave the hospital. Here are some of the services we may be connecting you with, or that you may want to learn more about.

Home and Community Care

In Ontario, Home and Community Care Support Services organizations assist seniors and people with complex medical conditions of all ages to stay in their own homes through:

• Services in your home, including health professionals visiting you in your home; personal care; home-making; familymanaged home care/self-directed care; and end-of-life care at home

• Services in your community, including exercise and falls prevention classes, and Assisted Living Services

To contact your Home and Community Care Support Services organization, call 310-2222.

OHIP-funded Physiotherapy

If your function or movement has decreased because of an illness that required hospital admission, you may be entitled to OHIPfunded physiotherapy (you can’t already be accessing physiotherapy services through any other program).

You’re not eligible if this decrease is due to a stroke, heart attack, or joint replacement. Speak to your health-care team about rehabilitation options specifically designed for these conditions.

You will need a physiotherapy referral from a doctor. To find a clinic near you, visit www.ontario.ca/physiotherapy.

Global Community Resource Centre (GCRC)

The GCRC is a health and community navigation hub for patients, families, and visitors. The hub partners with community agencies across Scarborough to support you in learning more about health and getting access to health and community services. The hub offers:

• Education sessions and workshops

• Free access to internet and telephone

• Materials about community and health resources available in different languages

• Web-based patient information on illnesses, diseases, and medications

For more information, visit www.shn.ca/GCRC

Virtual Urgent Care Clinic

If you need to be seen by a doctor for an urgent medical condition that isn’t life or limb threatening, the Scarborough Virtual Urgent Care Clinic is here to provide you with services and care right through your phone, tablet or computer.

To book an appointment, please visit www.shn.ca/virtual-urgent-care-clinic

GOOD-TO-KNOW HOSPITAL POLICIES

Your Privacy

Scarborough Health Network (SHN) is committed to keeping our patients’ confidential information secure. The information we collect includes, but is not limited to, name, phone number, address, health card number, diagnosis, treatment, medical consultations, laboratory results, and medical records of your visits to other hospitals and the care you received there. This information is used for your direct care, administrative purposes, teaching, and research (with approval), and to meet legal and regulatory requirements. Patient health information can only be accessed by team members involved in your care and support staff who need to access personal health information to provide care. To learn more, please visit shn.ca/privacy

Accessibility

SHN is committed to providing exceptional and accessible services in a manner that respects the dignity and independence of all patients and families. The delivery of services to people with disabilities will be integrated wherever possible. People with disabilities will be able to equally obtain, use, or benefit from services provided by and on behalf of SHN.

Smoke-free Environment

The Smoke-Free Ontario Act requires that hospital grounds be completely smoke-free. SHN is proud to be participating in this requirement. For the health of our patients and family members, visitors, staff, doctors, and volunteers, smoking is not permitted anywhere on the hospital property.

No Scents or Fragrances

SHN has a no-scent policy to support patients, families, visitors, staff, doctors, and volunteers who may be sensitive to the chemicals in scented products. Please avoid wearing or using scented products while in the hospital and remind your family, caregivers, and visitors that we are a scent-free facility.

Workplace Safety

We are committed to providing a safe, healthy, secure and respectful environment through the prevention of violent, abusive, and aggressive behaviour. SHN promotes respect in our hospital and does not tolerate any form of physical or verbal abuse. We reserve the right to take appropriate measures against any offenders. Thank you for your cooperation.

PARKING

Birchmount

The visitor parking lot is located on the north side of the hospital. Limited short-term meter parking is also available outside the emergency department (for emergency use only). Pay stations are located on the main floor and in the covered kiosk in the visitor parking lot.

Centenary

Visitor parking is available in the lots on the north and south sides of the hospital. Limited short-term meter parking is also available outside the main entrance and the emergency department (for emergency use only). Pay stations are located inside the main Court entrance and at the rear Margaret Birch Wing entrance.

General

The visitor parking garage is located on the west side of the hospital. The entrance to the garage is off of Lawrence Avenue East. Pay stations are located in the main entrance and in the Medical Mall across from Rexall.

RESTAURANTS

Birchmount

Tim Hortons

Main floor

Monday to Friday, 6 a.m. to 9 p.m.

Weekends and holidays, 6:30 a.m. to 8 p.m.

Centenary

La Prep, Sahebi, Subway, Tim Hortons, Taste of Mediterannean

The Court, Second floor Tim Hortons open 24 hours; hours vary for other restaurants

General

Cafeteria

Tower Wing, Ground floor

Monday to Friday, 7 a.m. to 3 p.m.

Closed weekends and holidays

Tim Hortons Medical Mall, Ground floor

Monday to Friday, 6 a.m. to 9 p.m.

Weekends and holidays, 6:30 a.m. to 8 p.m.

GIFT SHOPS

Hourly rates (standard parking) and multi-day passes (long-term parking) are available at SHN). Learn more about rates, how to pay, and where to find our pay stations at shn.ca/parking.

Or scan the QR code using your phone’s Camera app:

WORSHIP CENTRES

Worship Centres are open 24/7 for use by patients, families, and staff members. The Worship Centres also offer weekly multifaith and ecumenical Christian services.

Birchmount

Main floor beside the cafeteria

Ecumenical Christian Service

Sunday, 10 to 11 a.m.

Centenary

Second floor, near the emergency department

General

Ground floor, West Wing

Multi-faith Readings and Reflections

Wednesday, 10:45 to 11:15 a.m.

PHARMACIES

Birchmount

Drug Store

Main floor

416-495-2899

Monday to Friday

9:30 a.m. to 5:30 p.m.

Our Gift Shops are run by volunteers and provide a range of cards, gifts, flowers, and other items you can purchase for yourself or your loved one staying at the hospital. Gift Shop hours at each of our hospitals is:

Monday to Friday 9:30 a.m. to 8 p.m.

Saturday and Sunday Noon to 8 p.m.

Birchmount

Main floor

General Medical Mall, Ground floor

Centenary

The Court, Second floor

Saturday

10 a.m. to 2 p.m.

Closed Sundays

Centenary

Shoppers Drug Mart

The Court, Second floor

416-724-6055

Monday to Friday

9 a.m. to 9 p.m.

Saturday and Sunday

10 a.m. to 9 p.m.

General Rexall Medical Mall

416-438-6668

Monday to Friday

9 a.m. to 9 p.m.

Saturday and Sunday

9 a.m. to 3 p.m.

My care goals

Services needed after leaving the hospital

Questions I want to ask

BECOME A PATIENT

As a patient or family member of someone receiving care with us, you have powerful insights and ideas. Become a Patient Family Advisor and you can use your experience to help us develop and promote hospital policies,

PATIENT DECLARATION OF VALUES

Through their stories and experiences, patients and families have told us to live these values by providing:

Access to safe and timely care by compassionate and skilled professionals who value working with patients and families

Care that focuses on patient safety and communication to achieve higher quality

Care that is responsive to individual differences and values diversity

A hospital-wide culture that encourages patients and families to become more active in their care

Care that is both evidence-based and considers the patient and family’s healthcare goals

Care that is strengthened by connection, information sharing and collaboration between hospital and community

OUR VALUES ARE TO BE Compassionate Inclusive Courageous Innovative

My Chart

Central East Ontario

Stay connected to your health information online

View your medical information, test results and more

Save time coming for your hospital appointments

Get reminders, and complete check-in steps before you arrive

Track your health

Review your health care history, prescribed medications and more

Contact Us Today 416-431-6266

Contact Us Today 416-431-6266

Contact

Bringing Excellence in Senior Care

Bringing Excellence in Senior Care

Bringing Excellence in Senior Care

Reliable and Affordable

Reliable and Affordable

Home Care Dementia Care Nursing Services

Home Care Dementia Care Nursing Services

Reliable and Affordable

Bringing Excellence in Senior Care

Home Care Dementia Care Nursing Services

Reliable and Affordable

Home Care Dementia Care Nursing Services

Homemaking & Management

Homemaking & Management

Homemaking & Management

Homemaking & Management

In Home Rehab Services

In Home Rehab Services

In Home Rehab Services

In Home Rehab Services

Empowering Independence for Seniors

As part of our commitment, our complimentary care management services will help navigate you in finding the right care plan and to optimize value of services.

Empowering Independence for Seniors

As part of our commitment, our complimentary care management services will help navigate you in finding the right care plan and to optimize value of services.

Empowering Independence for Seniors

Empowering Independence for Seniors

www.gerihealthhomecare.ca Tel: 416-431-6266

As part of our commitment, our complimentary care management services will help navigate you in finding the right care plan and to optimize value of services.

As part of our commitment, our complimentary care management services will help navigate you in finding the right care plan and to optimize value of services.

www.gerihealthhomecare.ca Tel: 416-431-6266

www.gerihealthhomecare.ca Tel: 416-431-6266

www.gerihealthhomecare.ca Tel: 416-431-6266

A community of communities for seniors

Presentation Manor is a non-profit seniors residence located in the Clairlea-Birchmount neighbourhood on the east side of Toronto. Our services cater to the needs of each individual and are offered with respect and dignity while being mindful of cultural differences.

•Large, spacious and light-filled dining room

•Private dining room with demonstration kitchen

•Beautifully designed chapel

•Multi-purpose room available to all residents

•A thoroughly-equipped exercise room

•Energizing salt water aquacise pool

•Dedicated craft/activity room

•Movie theatre, bar and games room

•Beauty & nail salon

•Lounges with Terraces on Floors

•Complimentary shuttle bus transportation to scheduled outings such as shopping, theaters, etc

• Individual control for heating and cooling in each suite

•Laundry rooms for residents on every floor

• Tea nook and fridge in every independent living suite

• Wellness staff on duty 24 hours per day and much, much more!

• Offering Independent/Assisted & Memory care lifestyle options

What you can expect........

An unexpected situation brought you here. Let us help you get back on your feet and smiling again!

It’s quite simple: It’s the feeling you get when you walk in the door. Our buildings are home to people, friendly and familiar people from the community you call home. Living here gives you the opportunity to have coffee with an old friend every day of the week.

What you can expect:

Navigating the waters of the senior’s care industry can be challenging. Our distinctive approach focuses on you and what you need.

We promise that we will answer all of your questions honestly, and we will give you the appropriate professional advice based on your unique situation.

• Customized support to help you achieve your goals.

• Daily exercise classes and access to Physiotherapy.

• A cheerful environment where companionship and friendship blossom – if you want it to!

• Wellness staff on duty 24 hours a day

• Emergency Alert