St. Joseph's Health Centre - Toronto. Patient and Visitor Information Handbook by Willow Publishing

Patient and Visitor Information Handbook

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St. Joseph’s Health Centre 30 The Queensway Toronto, ON M6R 1B5

416-530-6000

Please take this copy of our Handbook home with you for future reference. REVISED DECEMBER 2018

Welcome St. Joseph’s Health Centre is filled with many different patient care areas and services to help you get well and stay healthy. This handbook gives you and your loved ones some information about the services we offer and where they are located. We encourage you to speak to any one of our physicians, staff members or volunteers if you have a question or concern. We know coming to a hospital can be overwhelming – we will do everything possible to make your experience at St. Joe’s a positive one.

Patient and Visitor Information Handbook

Table of contents About St. Joe’s

Who we are..................................5 Our mutual commitment.............6 Accessibility..................................7

Getting to St. Joe’s

Site map.......................................8 Parking.........................................9 Entrance hours...........................11

Coming to the health centre as a patient

Planning for your hospital stay...12 Providing you with the safest care .................................12 Understanding room numbers ..14 Types of hospital rooms.............15 Amenities Patient food services..................15 Telephones and TV rentals.........15 Financial and insurance information ................................16 Patient relations.........................17 Interpreter services....................17 Members of your health-care team...........................................17 How to contact your health-care providers.................19 Consent for treatment................20 Centre for Clinical Ethics.............20 Discharge and going home information................................21 Discharge checklist and notes ...22

Clean your hands often..... 23 Please note that we are constantly changing to meet your needs. Information presented may be subject to change.

Coming to the Health Centre as a visitor

Visiting hours..............................24 Knowing when your loved one is going home.............................24 Taking pictures in the Health Centre.............................24 Cell phones and other wireless devices .........................24 Balloons .....................................25 Scent-free environment .............25

Hospital services

Information/switchboard...........26 Bank machine ............................26 WiFi............................................26 Cafeteria.....................................26 Second Cup................................26 Gift shop.....................................27 Flowers.......................................27 Pharmacy...................................27 Chapel........................................28 Multi-faith room.........................28 Smoking on hospital property....28 Credit Union...............................28 St. Joseph’s Health Centre Lifeline........................................28

Protecting and accessing your personal health information.... 30 Accessing to your health record (release of information)........... 30 St. Joseph’s Health Centre Foundation....................31 Important phone numbers...... 33 Organ and tissue donation....... 35 Index of supporting businesses........................ 36 www.stjoestoronto.ca

MISSION

St. Joseph’s Health Centre is a Catholic community teaching hospital providing health care services that reﬂect the Gospel values of respect, dignity and compassion. We are committed to fostering a healthy community for all. Working in partnership with our community, we reach out with the healing ministry of Christ to the sick, the disenfranchised and the disadvantaged.

VISION

Advancing the Health of our Community by being Canada’s Best Community Teaching Health Centre

VALUES As a Catholic hospital, we believe that life is sacred from the moment of conception until death, because God has given life to us in trust. Recognition of the gifted nature of human life has profound implications for the ways in which we treat each other, and how we care for every patient, while maintaining the integrity and courage to remain faithful to ourselves. For those who are not part of the Catholic religion or do not believe in God, this belief translates into respect, dignity and compassion – universally accepted human values that can be practiced regardless of religion. We practice: Human Dignity | Excellence | Compassion | Social Responsibility | Community of Service

Patient and Visitor Information Handbook

About St. Joe’s Who we are St. Joe’s, Providence Healthcare and St. Michael’s Hospital now operate under one corporate entity as of August 1, 2017. United, the three organizations serve patients, residents and clients across the full spectrum of care spanning primary care, secondary community care, tertiary and quaternary care services to postacute through rehabilitation, palliative care and long-term care, while also investing in world-class research and education. For more information on our network, visit www.oursharedpurpose.com. For almost 100 years we have served the health-care needs of the diverse communities of south-west Toronto. Our mission is founded in the legacy of the Sisters of St. Joseph and we are proud that we are able to continue their tradition of care that reflects the universal values of respect, dignity and compassion. St. Joe’s has been designated with Exemplary Standing from Accreditation Canada and every aspect of patient care meets rigorous quality standards.

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Our Mutual Commitment As Staﬀ, Physicians, Volunteers, Students, Contract Workers at St. Joseph’s Health Centre, I will:

Everyone can expect:

As a Patient, Family Member, Caregiver, Visitor, and/or a Surrogate Decision Maker, I will:

> To be treated with respect, dignity, and compassion.

> Treat all staff, physicians, students, volunteers, contract workers, patients and their families with respect. > Expect to be treated in a reasonable time frame, recognizing that there could be delays due to the greater needs of other patients.

> A safe and inclusive environment.

> Identify my preferences, needs and values. > Respect that St Joe’s is an inclusive environment. > Raise any concerns regarding my care or safety.

> Inform patients of my name, title and role. > Provide high quality service and care. > Provide clear information about the patients’ care and treatment in language that they can understand and participate in their care and treatment.

> To collaborate with the care team.

> Identify my family, friend or caregiver involved in my care. > Follow my treatment or care plan to the best of my ability. > Participate in all decisions about my treatment plan while in the hospital and upon discharge.

> Protect the confidentiality of patients’ personal information.

> Privacy and confidentiality.

> Respect the privacy and confidentiality of others.

> Excellence and accountability.

> Provide information to the best of my ability to the staff caring for me about my health conditions and my medications. > Let staff know, respectfully; if I don’t understand the information provided to me.

> Treat all colleagues, patients and families with respect. > Provide service within the best possible timeframe while keeping patients, and families informed.

> Provide care that considers the patients’ expressed preferences, needs and values. > Support and promote an inclusive environment. > Practice safety in every aspect of the patients’ care.

> Provide information necessary to support the patient in making well-informed decisions. > Acknowledge and apologize when a problem occurs.

Patient and Visitor Information Handbook

Accessibility We are committed to providing care for everyone in an equitable and inclusive manner. We embrace the uniqueness of every individual and the diversity of the communities we serve. The Health Centre provides an accessible environment that reflects the principles and practices outlined in the Accessibility for Ontarians with Disabilities Act (AODA). Services are delivered in a manner that respects human dignity and maximizes independence, inclusivity and participatory decision-making. The Health Centre also supports equitable access to services by establishing procedures to identify and eliminate barriers to receiving care. For more information on our accessibility policy and implementation plan, please visit our website at stjoestoronto.ca/your-health-centre/accessibility/ For compliments, concerns or to report accessibility barriers, please contact our Patient, Family Experience and Community Engagement team at 416-530-6652.

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Site map PARKDALE RD.

N PARKDALE RD.

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OUR LADY OF MERCY

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SUNNYSIDE AVE.

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Entrance Entrance Cafeteria Cafeteria

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Parking ParkingLot Lot EDED

Emergency Emergency Entrance Entrance

Surface Parking Surface Parking TTC Stop TTC Stop

Information Information Wheel Wheel Trans Trans

1 - Main Entrance 2 2- Tranquility - Tranquility Entrance Entrance 33- -Emergency Department Entrance 1 - Main Entrance Emergency Department Entrance 4 - Our Lady MercyEntrance Entrance 5 Entrance 4 - Our Lady ofofMercy 5 -- Sunnyside SunnysideEntrance Entrance6 -6East - East Entrance

Patient and Visitor Information Handbook

Getting to St. Joe’s Coming to St. Joe’s is easy to do by car and public transit. For directions, please visit our website stjoestoronto.ca under “Coming to the Health Centre as a Visitor.”

Parking St. Joe’s has two parking garages and five surface parking lots which include several accessible parking spots for our patients and visitors. Sunnyside parking garage The Sunnyside parking garage is located on Sunnyside Avenue near the corner of Queensway Avenue. It is open 24 hours and has five levels of above-ground parking. To access the Health Centre from the Sunnyside parking garage, please use the bridge walkway located on the third level of the parking garage. This walkway will connect you to the first floor of the Health Centre’s East wing. This entrance is open from 5:45 a.m. to 9 p.m. every day. Our Lady of Mercy underground parking garage The Our Lady of Mercy underground parking garage is located beneath the Our Lady of Mercy patient care wing and is open 24 hours. Level P1: Patient and visitor parking Levels P2 and P3: Staff parking Surface-level parking lots We have five surface-level parking lots which are located around the Health Centre’s property near each of our main entrances. Please see the map on page 8 for lot locations. Valet parking in the Sunnyside parking garage As a convenience for our visitors, the parking garage attendants may ask to valet your car. There is no charge for this service. If your car is parked by our valet service, your car keys will be stored securely in the parking garage attendant’s booth. Valet hours of operations are from 7 a.m. to 9 p.m. Monday to Friday. www.stjoestoronto.ca

How to collect your car keys from valet parking when you are ready to leave If you are leaving before 3 p.m.: • Collect your car keys from the parking attendant on the same level where your car was valet parked. After 3 p.m.: • Collect your car keys on the first level of our parking garage at the vehicle entrance/exit. After 8:45 p.m.: • Collect your car keys from the security office located in the Emergency Department on the ground floor of our Barnicke wing. Patient drop-off and pick-up areas If you are driving a patient with mobility issues, there is a dropoff and pick up-area in front of the main entrance (Melnyk pavilion) and the Our Lady of Mercy wing’s main entrance. Drivers can temporarily stop at the designated area and escort patients to the lobby of the building. Accessible parking There are accessible parking spots available in all of our lots, including levels 2 and 3 of the Sunnyside parking garage and level P1 of the Our Lady of Mercy underground parking garage. Parking Rates • • • •

Up to 1/2 hour: $2.50 Up to 1 hour: $5 Up to 2 hours: $10 Daily maximum: $15

We offer daily, weekly and monthly passes with in-outprivileges for the garage where your ticket is purchased. The non-consecutive passes are valid for one year from the date of purchase and they are transferrable. Consecutive passes must be used within the specified time period. The rates for passes are: • One day pass: $18 • Five day pass (non-consecutive with one-year validity): $45

Patient and Visitor Information Handbook

• Seven day pass (consecutive): $40 • Ten day pass (non-consecutive with one-year validity): $90 • 30 day pass (non-consecutive with one-year validity): $160 Non-consecutive passes can be purchased from the parking office only. The parking office is located at the Sunnyside parking garage’s main entrance/exit. Hours of operations: • Monday to Friday from 7 a.m. to 9 p.m. • Saturday to Sunday from 8 a.m. to 4 p.m. All revenue generated from parking at St. Joe’s supports the purchase of patient care equipment and the Health Centre’s redevelopment projects. If you have any questions or concerns related to parking, please call the parking supervisor at 416-530-6383 between 7 a.m. to 9 p.m. Monday to Friday. Electric vehicle chargers For patients and visitors who own electrical vehicles, charging stations are available in our parking facilities. Currently there are five electrical vehicles chargers. These chargers are located at: • Tranquility surface parking lot: Level 3 DC fast charger • Sunnyside parking garage: Level 2 workplace chargers • OLM parking garage: Level 2 workplace chargers The cost to charge is: • Level 3 chargers: $15/hour • Level 2 chargers: $2/hour

Entrance hours • The Main, East, Our Lady of Mercy and Tranquility entrances are open from 6 a.m. to 9 p.m. every day. • The Sunnyside entrance is open between 6 a.m. and 6 p.m. To access the Health Centre outside of these hours, please use the Emergency Department entrance which is open 24 hours.

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Coming to the health centre as a patient Planning for your hospital stay We understand that coming to a hospital as a patient can be a stressful experience. Knowing what to expect can help to reduce that stress. The information in this section is intended to help you understand what to expect so you can best prepare for your stay. You should also make sure you know where to go and what time to be there. Please consult with your doctor’s office to ensure you have the correct information. Items you should bring with you: • Your Ontario Health Insurance Plan (OHIP) card (health card) • Your patient card (blue card) if you’ve been to see us before • Any secondary insurance coverage information • A list of any medications you are taking along with the dose and time(s) you take them • Toiletry items such as toothbrush, toothpaste, brush/ comb, shaving equipment, shampoo and deodorant, cotton pyjamas with a button-down top, slippers, housecoat or dressing gown, glasses, hearing aids and dentures Items you should not bring with you: St. Joe’s is not responsible for the loss or damage of personal items. Please leave your valuables at home. If this is not possible, please ask your nurse to contact the security office to help secure your valuables.

Providing you with the safest care Our patients and their families rely on us each and every day to provide safe, quality care. Providing the safest care and a safe caring environment for everyone is a promise we take very seriously and is important to us. We also believe that patient safety is everybody’s responsibility; we use the acronym SAFETY to help you remember how you can stay safe during your stay.

Patient and Visitor Information Handbook

YOUR SAFETY IS VERY IMPORTANT TO US. INFORMATION FOR PATIENTS AND FAMILIES Safe environment • If you ever feel there is a safety concern, please tell the hospital staff or manager

of the unit so your concerns can be addressed.

Avoid falls and infections • Please use any aides and/or supports that you need to keep steady while you’re here. • Please wash your hands – it is the best way to prevent the spread of diseases.

Family, Friends and Caregivers are important • It’s helpful to have a family member or friend with you when you talk to your

healthcare team, to ask questions, listen, and help you remember.

Everyone needs to be identified • All St. Joe’s staff wear an ID badge – if you can’t see someone’s ID, you may ask. • You will often be asked to identify your self by name and date of birth or address

to ensure you receive the right treatment, medication, and procedure.

Tell us about yourself • Discuss your medical history, current medications, symptoms and allergies with your

healthcare provider.

• If English is not your first language, an interpreter can be contacted to assist you.

Your next steps • Ask your healthcare team about what you need to do after your visit or hospital stay,

and who to contact if you have concerns or questions.

stjoe.on.ca Follow St. Joe’s online:

/MyStJoes

@MyStJoes

/StJoesHealthCentre

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Medications in the room While you are in the hospital, your medications will be provided by our pharmacy and administered by your nurse. Do not use your own medications in hospital without first checking with your doctor, nurse or pharmacist. If you have medications with you, please give them to your nurse for safekeeping. Do not keep medications at your bedside or in your room.

1 L 10

Understanding room numbers at St. Joe’s Understanding room numbers at St. Joe’s Patient rooms are created in the following way: the floor number, the patient wingthe letter below) thethe room All of our patient rooms care start with floor(see number they and are on, letter of the patient care wing they are located in and a room number. number.

Floor Number

Wing

Room Number

• Barnicke wing = B Barnicke Wingwing =B =E • East East Wing = E • Morrow wing = M Morrow Wing = M • Glendale Glendale Wing = Gwing = G Our Lady of Mercy Our • Lady of Mercy Wing = L wing = L

Communication Boards

Types of Hospital Rooms You will notice a communication board on your wall. The purpose There are three types of hospital rooms available to our patients who have to stay of this board to support communication between patients, overnight in theishospital: families and theward: care three team.orIffour youbeds haveper any questions, comments • Standard room or •concerns, pleasetwo consider using the communication board. This beds per room Semi Private: • one bed per room Private: will help us to provide an exceptional experience to you and your Medical need isyour the first priority when assigning rooms, yourcare request for a specific family during stay. Please advise a member ofsoyour team type of room may not always be filled. However, every effort will be made to give you if you are uncomfortable using the communication board. the accommodation you choose.

Provincial health insurance covers standard ward accommodation only. If you request and receive preferred accommodation you will need to make a payment arrangement before you are admitted to the hospital. If you don’t have supplementary insurance coverage and request preferred accommodation, payment is required.

Patient and Visitor Information Handbook

Types of hospital rooms There are three types of hospital rooms available to our patients who have to stay overnight in the hospital: • Standard ward: three or four beds per room • Semi-private: two beds per room • Private: one bed per room Medical need is the first priority when assigning rooms, so your request for a specific type of room may not always be filled, however every effort will be made to give you the accommodation you choose. Provincial health insurance covers standard ward accommodation only. If you request and receive preferred accommodation, you will need to make a payment arrangement before you are admitted to the hospital. If you don’t have supplementary insurance coverage and request preferred accommodation, payment is required.

Amenities Patient food services Good nutrition is an important part of healthy living. Our nutrition services team delivers quality meals to meet your specific health needs. Meals are served at approximately 8 a.m., 12 p.m. and 5 p.m.

Telephones and TV rentals For just $12 a day, you can order a bundle service, which includes basic cable and unlimited local phone service. Your television includes the latest movies, TV shows and internet access. To order a bundle service: • Follow the instructions on your bedside terminal and visit www.torontostjosephhealthcentrepub.hospnet.org/en/store • Call 1-866-223-3686, or • Speak with a Hospitality News customer service representative onsite Monday, Wednesday or Friday from 10 a.m. to 1 p.m. Your telephone extension is located on the whiteboard in your room; please feel free to share this number with your family and visitors. Free TV is available in the patient lounges. www.stjoestoronto.ca

Financial and insurance information For insured patients

For residents of Ontario who have a valid health insurance card, Ontario Health Insurance Plan (OHIP) pays for hospital and medical services with some exceptions. The items not covered by OHIP that you need to pay for include: • Preferred accommodation: semi-private and private rooms • Ambulance fees: all users must pay a co-payment for ambulance trips to the hospital • Items taken from the hospital such as crutches, canes and some medical supplies • Uninsured services determined by the Ministry of Health and Long-Term Care For patients without OHIP coverage For those who do not have OHIP coverage, hospital and physician fees are charged directly to you. A daily room rate covers meals, nursing care and some medical supplies. Semi-private accommodation costs $245 per day and private rooms $290 per day. An interprovincial hospital billing rate of $1,161 per day will be charged in the event that someone is ready for discharge but chooses not to leave the Health Centre. Physician expenses will be billed separately by your doctor. Payment arrangements must be agreed upon with both the physician and the hospital prior to admission and/or service. For more financial and insurance information or to make a payment, please contact Patient Accounts (located on the first floor of the East wing) at 416-530-6498. Office hours are Monday to Friday from 7:30 a.m. to 4 p.m. Payments can be made in the Emergency Department when the Patient Accounts department is closed.

Patient and Visitor Information Handbook

Patient relations While you are in hospital, we encourage you speak with any member of your health-care team about any questions or concerns you may have. If there are matters which require further attention, you may wish to contact the Patient Relations office. Our Patient Relations team is available to support you and your family through your hospital experience by addressing compliments, concerns, questions or suggestions about your care and service. Your feedback is important to us and helps us know what we are doing well and what opportunities we have for improvement. The Patient Relations office is located on the first floor of our Morrow wing in room 1M146. They are open Monday to Friday from 8 a.m. to 4 p.m. They can also be reached by phone at 416-530-6652 or email at patientrelations@stjoestoronto.ca.

Interpreter services It’s important that our patients can communicate clearly with their health-care provider, which is why we offer professional interpretation services in over 150 languages, including American Sign Language. This service is available for conversations over-the-phone and in-person. In-person interpretation will be booked by your health-care provider during business hours. If you have any questions about this service, please call Interpreter Services at 416-530-6000 ext. 3451.

Members of your health-care team At St. Joe’s a team of healthcare professionals will work in partnership with you and your family to meet your healthcare needs. Because we are a community teaching hospital, you will also be cared for by learners from many health professions who are part of the team. Attending physician or nurse practitioner The attending physician or nurse practitioner will be in charge of providing the best possible medical care while you are in the hospital. They will diagnose, order any medications, tests or treatments needed and, if necessary, refer you to specialists within or outside of the hospital. www.stjoestoronto.ca

Nurses Our nursing staff is committed to providing you with excellent holistic care. They will develop a care plan with you and your family and the rest of the health-care team that is based on your needs, values and preferences. Nurses ensure the safe delivery of care by confirming you understand your health conditions and how to care for yourself when you go home or your next destination. Patient Care Manager The Patient Care Manager (PCM) is the person accountable for the overall experience of care and the staff in each department. Please feel free to contact the PCM if you have any concerns or questions about your care. Social workers Social workers can assist you and your family in coping with the impact of illness, injury and hospitalization. They provide counseling and support and have extensive knowledge of community resources to assist you when you leave St. Joe’s. Nutrition services Registered dietitians help ensure you are receiving adequate nutrition and meet any special nutrition needs related to your health status. They also support changes to eating habits to promote health, encourage recovery and prevent illness.

Respiratory therapists Respiratory therapists are available 24/7 to help you if you are experiencing difficulties with breathing. They also assist patients who are very ill during their stay in the Intensive Care Unit on the road to recovery. Occupational therapists Occupational therapists help with the development, recovery and/ or maintenance of daily living and work skills for patients with a physical, mental or cognitive impairment. Physiotherapists Physiotherapists will help you if you’ve been affected by injury, illness or disability. Through movement and exercise, they work to enhance and maintain your physical abilities at the highest level possible.

Patient and Visitor Information Handbook

Spiritual and religious care Chaplains are available to patients of all faiths and their families 24 hours a day, seven days a week. Chaplains ensure that the spiritual and religious dimensions of health and healing are provided to meet the needs of the patient. If you would like to speak with chaplain please ask a member of your health care team to call one for you. Pharmacists Pharmacists review all medications ordered for you in the hospital and check for allergies, drug interactions and other potential problems. They will continually review your medication needs during your stay and can educate you on new and existing medications. Other support staff In addition to all of the above members of your health-care team, you will come into contact with other staff members during your hospital stay who all play a role in helping care for you. We’re here to help Your safety is important to us – if you have any questions or concerns about any treatments or tests, please ask any member of your health-care team to explain the reason the procedure or test has been recommended.

We encourage patients and their families to play an active role in the care being provided and in how we are providing that care. Please feel free to share your values, needs and preferences with us and we will do our best to help you have an exceptional experience.

How to contact your health-care providers If you are worried about your care or the care of a loved one, please follow these steps for contacting your healthcare providers. At St. Joe’s we call this the chain of communication. Step 1: Find the name of the assigned nurse and doctor on the whiteboard by your bedside. Go to the desk and ask for the nurse. Step 2: If the assigned nurse cannot help, ask the person at the desk for the charge nurse and ask for the doctor to be paged. www.stjoestoronto.ca

Step 3: If the charge nurse cannot help or the doctor does not call back, dial 0 and ask for the manager of the unit or after hours the manager on call. Step 4: If the manager cannot help, dial 0 and ask for the administrative director or after hours the administrator on call and/or the physician director. Step 5: If you are still worried, dial 0 to call/page the CEO and/ or the Chief of Staff.

Consent for treatment Your doctor and other health-care professionals will ask for your consent before they carry out any treatment. They will discuss the treatment with you and will help you understand the risks, benefits and different treatment options so that you can choose what’s best for you. Sometimes your doctor or other health-care professional may ask you to sign a form acknowledging that you have discussed your treatment options. If you become incapable of giving informed consent, your healthcare team will speak with your substitute decision maker to explain the treatment and ask for consent. If you have any special documents or papers related to your wishes such as a Power of Attorney for Personal Care or a Living Will, please be sure to discuss and share this document with your health-care team.

Centre for Clinical Ethics We provide consultative services to patients, families and hospital staff on a wide range of ethical issues. Frequently encountered issues include conflicts around decisions such as withholding or withdrawing treatment, consent and capacity, resource allocation and organizational ethics. If you are facing a difficult situation and are unsure of the best course of action, you can contact us, in confidence, for assistance at 416-530-6750.

Patient and Visitor Information Handbook

Discharge and going home information While you are in hospital, your health-care team will keep you informed about your care. When you no longer require the acute care that we provide at St. Joe’s, your doctor will write an order for your discharge. We are committed to involving you and your family members in your discharge planning. Plans are based on your health and wellbeing and the illness that brought you to the hospital. Soon after your admission, your health-care team will begin talking with you about discharge. Our priority is to get you home safely. Before you leave St. Joe’s, ask your health-care team about your care at home. Make sure you know: • What signs and symptoms to watch for, and what to do if you have concerns. • How you will get home; patients are responsible for the cost of their transportation home. • Who you can call if you have questions. • What medicine to take and what medicine to stop • Where and when your next visit, test, or appointment is booked. You may need a different type of care that is offered in a facility or program located outside of St. Joe’s. If your health-care team determines that you need this type of care, we will discuss with you the most appropriate programs or facilities that are able to meet your care needs and work with you and your family to complete any necessary application forms. If family or loved ones will be picking you up, make sure to let them know your discharge time. If you need to arrange for a taxi, a direct line to a taxi service is located at the Main, Tranquility and Emergency Department entrances.

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planning so I can leave St. Joe’s safely I understand what I’ve been told

For information I will call

My question

My caregiver question

Patient and Visitor Information Handbook

CLEAN YOUR HANDS OFTEN.

Keeping your hands clean will help you avoid getting sick and spreading germs to others, and is especially important when you’re a patient or visiting someone in the hospital. Here are some tips to help you wash your hands with soap and water, and to clean your hands with sanitizer.

SOAP AND WATER — remember these four simple steps: Wet your hands with warm running water and soap. Rub your hands together, making a soapy lather for at least 15 seconds. Wash the front and back of your hands, as well as between your fingers and under your nails. Rinse your hands under running water and pat them dry with a paper towel. Turn off the water using the same paper towel and put it in the garbage.

HAND SANITIZER — remember these four simple steps: Apply 1-2 pumps of hand sanitizer to dry hands.

Rub your hands together for 15 seconds

Make sure the sanitizer is spread between your hands and fingers. Do not use paper towels. Images courtesy Sergio Calcara, Milton Raposo C. Rego Jr., Kid Mountain, Michael Wohlwend, Francesca Ameglio and David from Noun Project

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Coming to the Health Centre as a visitor Visiting hours Our visiting hours are open – you may visit a patient any time they are ready to see you. Patients may have two visitors at any one time. Please note that a child is counted as one visitor and an adult must accompany children at all times. Inpatient areas such as family birthing, intensive care, cardiac care, child and adolescent mental health and rehabilitation have their own visiting hours. Please ask the nurse on duty for more information.

Knowing when your loved one is going home If you are picking up a family or loved one who is leaving the hospital, please make sure you know their discharge time. You can find this information on the whiteboard in their room or by speaking to one of their health-care providers. Please make sure you arrive on time.

Taking pictures in the Health Centre Cell phones and other wireless communication devices must not be used by anyone to photograph, take video images or record conversations of any patient, physician, volunteer or staff member in the Health Centre without prior authorization. This is in line with strict provincial privacy guidelines designed to protect patient confidentiality.

Cell phones and other wireless devices Visitors are allowed to use cell phones and other wireless devices in designated areas in the Health Centre. Signs are posted throughout our buildings notifying the public where they can and cannot use wireless communication devices. We ask that as you use these devices you respect the peace and quiet of others around you by keeping your voice at a level that will not disturb other people and patients.

Patient and Visitor Information Handbook

Balloons We only allow foil balloons in the Health Centre. Latex balloon products are not allowed in the hospital because of allergy concerns. If you are a patient with a latex sensitivity or allergy, please tell a physician or a nurse at admission.

Scent-free environment We make every effort to minimize our patients’ exposure to scented products. Please avoid wearing scented products and perfumes while in the Health Centre.

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Hospital services

Information/switchboard Need help finding a department or a patient at St. Joe’s? Please visit our information desk located in the (Melnyk entrance) on the first floor of the Morrow wing. The information desk is open: • Monday to Friday from 7 a.m. to 9 p.m. • Saturday, Sunday and holidays from 9 a.m. to 9 p.m. You can reach the information desk outside of those hours by calling 416-530-6000 and dialing 0.

Bank machine Cash machines are located just inside the cafeteria’s main entrance on the first floor, in the Our Lady of Mercy entrance and by the Emergency Department.

WiFi We have free WiFi available to everyone throughout the hospital. On devices that allow WiFi access, select our wireless network “sjhc_wifi.”

Cafeteria The Lakeside Cafe is located on the first floor. Visitors can select from a wide range of fresh breakfast, lunch and dinner items. Hours of service: • Monday to Friday from 7 a.m. to 6 p.m. • Saturday, Sunday and holidays: o 8 a.m. to 10:30 a.m. o 11 a.m. to 3 p.m. o 4 p.m. to 6 p.m.

Second Cup Second Cup is located on the first floor by the Morrow wing elevators. It’s open 24 hours a day, every day.

Patient and Visitor Information Handbook

Gift shop The gift shop is staffed by volunteers and is located in the Morrow wing on the first floor of the Health Centre. All profits are donated to the Foundation to support patient care. Hours: • • • •

Monday to Friday from 9:30 a.m. to 4:30 p.m. Saturday from 11 a.m. to 3 p.m. Sunday from 12 p.m. to 4 p.m. Closed on holidays

(Note: Hours depend upon the availability of volunteer staff) Our volunteers can take telephone orders and deliver to patient rooms upon request. For more information, please call 416-530-6000 ext. 3296.

Flowers Florists can deliver flowers directly to patient care units. However, in some areas flowers are not allowed in patient rooms. Please check with the unit first. Fresh flowers are also available for purchase in our gift shop.

Pharmacy The pharmacy is located in the East wing on the ground floor. The pharmacy is open Monday to Friday from 8 a.m. to 6 p.m. We provide: • Coordination with inpatient staff for timely prescription fill on discharge • Specialty prescriptions not normally filled in community pharmacies (i.e. TB medications, injections) • Blister packaging service • Online billing with most major drug insurance carriers • MedsCheck Medication Review appointments • Breast pumps for purchase For more information, please call our pharmacy at 416-530-6555.

www.stjoestoronto.ca

Chapel Our chapel is open to everyone for private prayer or reflection. It is located on the second floor of the Morrow wing. Roman Catholic mass is offered at noon Monday through Friday and at 10:30 a.m. on Sunday. All are welcome. Patients who cannot attend can request Holy Communion to be taken to their room.

Multi-faith room Our multi-faith room is available to all patients, friends, family and staff for private prayer or reflection. It is open 24 hours a day and is located on the second floor of the Morrow wing in room 2M20.

Smoking on hospital property The Smoke Free Ontario Act requires all hospitals to be 100 per cent smoke free. St. Joseph’s Health Centre is proud to offer our patients, visitors and staff a smoke-free environment. What does this mean for you? Staff, physicians, patients and community members will be directed to smoke off hospital property to help create a safe, healthy and comfortable environment for everyone at St. Joe’s. Please help us be a good neighbour and use butt stops to extinguish your cigarettes before entering the property. Do not litter in our neighbourhood..

Credit Union Fort York Community Credit Union is located on the second floor of our Sunnyside building. For more information, call 416-530-6474.

Patient and Visitor Information Handbook

St. Joseph’s Health Centre Lifeline St. Joe’s is proud to partner with Philips Lifeline to provide our community with an easy-to-use medical alert service. We take comfort in knowing that our patients can continue to live confidently and independently in their homes with the reassurance that help is available at the push of a button. Lifeline lets you summon help any time of the day or night – even if you can’t speak. All you have to do is press your personal help button, worn on a wristband or pendant, and a trained personal response centre associate will ensure you get help fast. The Lifeline service is ideal for anyone who: • • • •

Lives alone or is alone a good part of the day It is at risk for falls Manages a medical condition or is recovering from surgery Has a caregiver who needs greater peace of mind

When you subscribe to the Lifeline program you are also supporting the hospital. Call the St. Joseph’s Health Centre Lifeline program at 416-530-6453 or visit www.lifeline.ca

www.stjoestoronto.ca

Protecting your personal health information In order to provide the best possible care for you and your family, it is necessary for us to collect, use and disclose patient information. We are committed to protecting the privacy and confidentiality of your information and we have specific policies and practices that are in place to do this. You may request access to or correction of your personal health records, or withdraw or withhold your consent for some uses and disclosures by contacting us (subject to legal exceptions). For more information please visit our privacy section on our website at stjoestoronto.ca/privacy For more information about our privacy protection practices, or to share a concern you have with our practices, contact our privacy office at 416-530-6000 ext. 6815 or at privacy@stjoestoronto.ca

Accessing to your health record (release of information)

If you would like to access your health record, please call patient records at 416-530-6000 ext. 6047. Patient records are strictly confidential and the Health Centre must comply with legislation regarding privacy and access to records. Our patient records office will only release patient information through a request in writing. Requests can be sent to: Attention: Health Records ROI St. Joseph’s Health Centre 30 The Queensway Toronto, ON M6R 1B5 Please include your date of birth, the time and date you were a patient, first and last name, address where your patient information will be sent, telephone number and your signed consent. You will need government-issued picture ID (i.e. driver’s license, passport) to pick up your patient record. The Health Centre only keeps patient information for a specific number of years after a patient was cared for.

Patient and Visitor Information Handbook

Volunteers We rely on the support of over 400 volunteers who create a caring environment for our patients and visitors. Our volunteers contributed thousands of hours of service, playing a significant role in helping us deliver the best care to our patients. Many of our volunteers are local residents who want to give back to their community. Some are former patients who wanted to join the team that cared for them and others are high school students who come to St. Joe’s for the summer. No matter where they come from or how long they stay, our volunteers find their experience at St. Joe’s a fulfilling one. For more information on how you can join this important team, please contact us at 416-530-6450.

St. Joseph’s Health Centre Foundation Your community. Our promise. Support from our generous donors is making a difference; we recently unveiled a newly-renovated children’s floor and CIBC Just for Kids Clinic, put new technology in use and are much closer to realizing new ways to care for patients in better spaces. This is only possible because of donor support. Our friends and neighbours are helping us keep a very important promise – one that was made almost 100 years ago by the Sisters of St. Joseph. This promise is to be there for you, your family, friends and neighbours to make our community one of the healthiest in Canada. To do this, we’ve launched a $70 million campaign called Promise. We want to share our promise widely so you can learn about the many ways our donors are helping us take care of this community. To learn more about the campaign and our promise, please visit supportstjoes.ca. How you can help keep the promise Giving is easy. And it’s up to you to decide what option is best for you. Here are some ways you can give to support St. Joe’s: • St. Joe’s Circle – Has someone at St. Joe’s made a difference in your life? Often patients and family members are looking for a way of expressing their thanks. The St. Joe’s Circle is a special way of recognizing someone at St. Joe’s for their care and support. It could be a doctor, a health professional or someone on our staff who made a difference to you. www.stjoestoronto.ca

• •

•

Every honouree receives a special letter letting them know they have been recognized, as well as a celebratory pin and lanyard. One-time donation – You can make a one-time donation either by mail, on the phone, in person or online to support the Promise campaign. Monthly donation – Give monthly and be part of our Community of Angels. This kind of regular contribution allows us to purchase needed equipment and fund renovations, teaching initiatives and other important projects. In memory donation – You can make a donation in memory of a family member, friend or colleague. It’s a meaningful way to express sympathy and recognize a cause that was important to you. Tribute giving – You can honour someone in a way that supports the Health Centre. Tribute gifts can commemorate any occasion like a birthday, wedding, anniversary, graduation or holiday. Planned giving – There are also several ways you can make a gift today for the future. Planned gifts include making a bequest in your will, making a gift of life insurance, RRSPs or RRIFs, stock, securities, bonds or mutual funds or establishing an endowment.

Whatever you choose, giving is easy • Call the Foundation at 416-530-6704 • Visit supportstjoes.ca to make a secure online donation • Mail your donation to us at: St. Joseph’s Health Centre Foundation 30 The Queensway Toronto ON M6R 1B5 • Come and see us in our donations office on the first floor of the Health Centre near Second Cup in room 1M136 or on the fifth floor of the Sunnyside building.

Patient and Visitor Information Handbook

Important phone numbers To reach switchboard, call 416-530-6000. For specific Departments, Services and Clinics, please select from the following list to dial by the telephone extension: A

Addiction Medicine (Substance Use Medicine Service)...................................... 6860 Admission Centre: see Surgical Pre-admission Centre........................................ 4144 Ambulatory Care Centre..................................................................................... 6043 C

Cardio-Respiratory Services............................................................................... 6325 Chaplain Services: see Spiritual and Religious Care............................................ 6165 Chemotherapy Clinic.......................................................................................... 6235 Childbirth and Parenting Services....................................................................... 6367 Clinical Ethics...................................................................................................... 6750 Community Mental Health Clinic........................................................................ 6591 Community Renal Centre.................................................................................... 6018 Cystoscopy.......................................................................................................... 6126 D

Day of Surgery.................................................................................................... 6131 Detox: see Withdrawal Management Services................................................... 6400 Diagnostic Imaging (includes radiology, ultrasound, CT, fluoroscopy, vascular, MRI, and mammography)................................................ 6169 Dialysis: see Haemodialysis................................................................................. 6395 E

Elderly Community Health Services.................................................................... 6770 Emergency Department..................................................................................... 6003 Eye Clinic............................................................................................................. 6565 F

Family Birthing Centre........................................................................................ 6052 Family Medicine Centre...................................................................................... 6860 Fracture Clinic..................................................................................................... 6145 G

Geriatric Services................................................................................................ 6532 Gift Shop............................................................................................................. 3296 H

www.stjoestoronto.ca

Haemodialysis..................................................................................................... 6395 I

Infant Hearing Program...................................................................................... 3983 J

Just for Kids Clinic............................................................................................... 6611 L

Laboratories (includes laboratory services, core lab, blood bank, chemistry, haematology/coagulation, cytology, infection control, specimen procurement, microbiology/bacteriology, pathology)....................... 6267 Lifeline................................................................................................................ 6453 Lost articles/valuables........................................................................................ 6382 M

Minor Surgery..................................................................................................... 6565 O

Oncology Clinic: see Chemotherapy Clinic.......................................................... 6235 Occupational Health and Safety......................................................................... 4620 P

Paediatric Consultation Clinic............................................................................. 6625 Palliative Care..................................................................................................... 6860 Pastoral Services: see Spiritual and Religious Care............................................. 6165 Patient Accounts................................................................................................. 6498 Patient Information/Inquiry................................................................................ 6038 Patient Records/Patient Release of Information................................................. 6047 Patient Relations................................................................................................. 6652 Patient valuables/lost articles............................................................................. 6382 Pharmacy, Outpatient......................................................................................... 6555 Pre-Admission Centre: see Surgical Pre-admission Centre................................. 6504 President and CEO’s Office................................................................................. 6008 Psychiatric Day Hospital...................................................................................... 6350 R

Radiology: see Diagnostic Imaging..................................................................... 6169 Rehabilitation, outpatient................................................................................... 4204 Research Department......................................................................................... 4193 S

Patient and Visitor Information Handbook

Security Services................................................................................................. 6382 Spiritual and Religious Care................................................................................ 6165 St. Joseph’s Health Centre Foundation............................................................... 6704 Surgical Day Care: see Day of Surgery................................................................ 6131 Surgical Pre-Admission Centre............................................................................ 6504 Switchboard........................................................................................................ 6000 T

TTY Service......................................................................................................... 6820 U

Ultrasound: see Diagnostic Imaging (includes radiology, ultrasound, CT, fluoroscopy, nuclear medicine, bone mineral density of FMD, vascular, MRI, and mammography).................................................................... 6169 V

Volunteer Services.............................................................................................. 6450 W

Withdrawal Management Services..................................................................... 6400 X

X-ray: see Diagnostic Imaging............................................................................. 6169

Organ and tissue donation Think about registering for organ and tissue donation. Educate yourself and don’t be afraid to ask questions. Completing your donor card isn’t enough: you must register online. If you want to be sure that your donation decision is registered, please visit beadonor.ca or register in person at a Service Ontario Centre. For more information, call Trillium Gift of Life Network at 1-800-263-2833.

www.stjoestoronto.ca

Index of supporting businesses St. Joseph’s Health Centre is extremely grateful to all of the following advertisers for helping to make this Handbook possible. Please note that an advertisement in this Handbook does not imply an endorsement by St. Joseph’s Health Centre.

Funeral home Lynett Funeral Home........................................................................ 38

Home health care Spectrum Home Health Care............................................................ 40

Patient transportation Spectrum Patient Services................................................................ 40

Psychology Roncesvalles Psychology Clinic......................................................... 39

Senior care Home Instead Senior Care................................................................ 38 Seniors for Seniors............................................................................ 40

Social services organization BALANCE for Blind Adults ................................................................ 38

Speech therapy Andalusia Speech Therapy................................................................ 37

Sports medicine Synergy Sports Medicine & Rehabilitation....................................... 37

Transportation services Wheel-Trans - TTC............................................................................. 42

Wheelchair Accessible Wheel-Trans - TTC............................................................................. 42

Wigs Fashion Wigs..................................................................................... 39

Patient and Visitor Information Handbook

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3299 Dundas Street W. Toronto, ON M6P 2A5

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BALANCE for Blind Adults

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Is someone you love experiencing vision loss? We can help with adjustment and training and we will come to you! E: info@balancefba.org T: (416) 236 1796 W: www.balancefba.org

A Toronto Central LHIN funded community support service.

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See this publication and more at:

Home Instead – Toronto West 416.531.6881 Homeinstead.ca/torontowest

patient directory .ca

Quality Healthcare http://patientdirectory.ca Publications

Patient and Visitor Information Handbook

www.facebook.com/patientdirectory.ca

We offer care from a few hours a week to 24/7, wherever you call home. Our services include everything from household tasks and personal care, to dementia and palliative support.

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www.stjoestoronto.ca

WORKING TOGETHER TO ADVANCE HEALTH CARE As Ontario’s leading provider of client centred health care solutions, we are committed to providing clients with integrated services that seamlessly adapt to their current and future health care needs. Our diverse health care solutions include: Home Health Care Services Our home health care division, Spectrum Health Care, can provide you or your loved one with: • Nursing

• Physiotherapy

• Personal and Home Support

• Foot Care

• Palliative and Advanced Illness Care

• Family Caregiver Support • Immunization Clinics

• Wound and Ostomy Care

spectrumhealthcare.com • TORONTO 416.964.0322 • PEEL 905.272.2271 • YORK 905.771.2766 Patient Transfer Services Our non-urgent patient transfer division, Spectrum Patient Services, can provide you or your loved one with: • Stretcher Transfer Services

• Dialysis Transfer Services

• Pediatric Transfer Services

• Bariatric Transfer Services

• Wheelchair Transfer Services

• Hospital and Patient Shuttle Services

spectrumpatientservices.com • 1.866.527.9191 Companion Services Our non-medical seniors home care division, Seniors for Seniors, can provide you or your loved one with: • Driver Companions • Live-In/Drop-In Companions • Overnight Companions

seniorsforseniors.ca • 1.844.422.7399

Patient and Visitor Information Handbook

• Hospital Bedside Companions • Handypersons • House Cleaners

Your Health Care - Be Involved

www.stjoestoronto.ca

Parkdale

Connecting you to your community Providing convenient, accessible, scheduled, weekday service to St. Joseph’s Health Centre, as well as shops, groceries, community centres and seniors’ residences in Parkdale. For schedule and route map: ttc.ca/communitybus

Patient and Visitor Information Handbook

Your Health Care Be Involved

Be involved in your health care. Speak up if you have questions or concerns about your care. Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.

Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care