Sunnybrook Health Sciences Centre Healthcare Handbook by Willow Publishing

Sunnybrook Health Sciences Centre

Healthcare Handbook 2019 Information for Patients and Visitors

Sunnybrook Health Sciences Centre 2075 Bayview Avenue Toronto, ON M4N 3M5

416.480.6100 sunnybrook.ca

REVISED MAY 2019

THIS DIRECTORY IS YOURS TO KEEP. PLEASE TAKE HOME.

Sunnybrook Health Sciences Centre

Welcome to Sunnybrook Health Sciences Centre This handbook is an overview of the Bayview campus and some of the many services that we offer. It’s a big place and it can be overwhelming. We hope that this handbook provides you, your family and friends with the information needed during your time in hospital. Please feel welcome to talk to any staff member if you have questions or concerns. Caring for you is our number one priority.

Who we are Sunnybrook Health Sciences Centre is one of Canada’s largest and most dynamic hospitals. The hospital’s 12,000 staff, physicians and volunteers provide the best care for critical times in the lives of the 1 million patients Sunnybrook sees each year. Since 1948, Sunnybrook Health Sciences Centre has evolved from its original role as a Veterans’ hospital into a centre of excellence in patient care, education and research. Today, Sunnybrook plays an important role in the Ontario health care system and in caring for the many communities we serve through our 9 program areas: • Holland Bone and Joint Program • Hurvitz Brain Sciences Program • Integrated Community Medicine • Program • Odette Cancer Program

• Schulich Heart Program • St. John’s Rehab Program • Tory Trauma Program • Veterans Program • Women and Babies Program.

The hospital is fully affiliated with the University of Toronto and provides learning opportunities for more than 4,000 students annually. Sunnybrook is also a research intensive hospital and each year the organization’s more than 600 scientists conduct $100 million in breakthrough research.

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Healthcare Handbook

w Aven

Odette Cancer Centre r.

Life Saving D

Valet Parking

George Hees Wing

Crosswalk

Ambulance Pick-up/Drop-off

Connecting Corridor

Main Corridor

Main Entrance

Patient/Visitor Parking

TTC Bus Stop

Pathways

Wheel-Trans Pick-up/Drop-off

Accessible Parking and Corridors

Food & Beverage Outlet

Beverage/Snack Outlet

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Bicycle Rack

Lot with Accessible Parking

Passenger Pick-up/Drop-off

Estate Parking

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Garage 3

Wheelchair Accessible Wing Entrance

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SCIL

Car Wash

Receiving

Chapel

Kilgour Wing

Veterans Centre

Life Saving Dr.

Schulich Heart Centre

Main Entrance

Hospital Road

Garage 1

EMERGENCY

Raab Blvd.

Garage 2

Dorothy Macham Home

Vaughan Estate

ill Trail

Committed to providing the safest and healthiest environment, and in collaboration with Ontario law, Sunnybrook has a smoke-free policy that prohibits smoking on all hospital property and grounds.

To Eglinton Ave.

Blythwood Rd.

Cenotaph

Wellspring

Armistice Dr.

To Lawrence Ave.

2075 Bayview Ave., Toronto, ON, M4N 3M5

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www.sunnybrook.ca

Wellness Way

Ar m

Bayvie

Sunnybrook Health Sciences Centre

Heliport

PR 99848 (Mar. 2016)

To Sunnybrook Park

McLean House

Coach House

Phone: 416.480.6100 www.sunnybrook.ca

Sunnybrook Health Sciences Centre

Accessibility General Information Phone: 416.480.4940

Email: accessibility@sunnybrook.ca

At Sunnybrook, we are committed to preventing, identifying and removing barriers that impede an individual’s access to care and services. Documents required by the Accessibility Standards for Customer Service are available on our website www.sunnybrook.ca, click Patient & Visitors. If you do not find the information you are looking for or need this information in another format, please email us. We will work with you to meet your needs.

Accessible Entrances M-Wing first floor (M1) is the main entrance to the hospital as well as the main parking lot for visitors. Alternate accessible entrances are at A, D, H, T (Odette Cancer Centre) and U-wings.

Hallways An east-west hallway runs the length of the hospital on the ground floor (Level G) from T-wing to U-wing. Please note: This is a very long hallway and there are no seating or resting places along the way.

Wheelchair Services Location: M1004 (just inside the main entrance) Phone: 416.480.6100 ext. 2141 Hours: Monday to Friday: 8:00 a.m. – 6:00 p.m. Volunteers provide assistance with wheelchair transportation for outpatients, visitors and inpatients when appropriate. We do not take pre-booked appointments. Escorts are available on a first come first serve basis.

Staxi Chairs Locations: M-wing, first and ground floors, T, E, H, K, L, U and G-wings We currently have 94 Staxis on campus and these provide temporary transportation to people with reduced mobility. There are 2 different Staxi chairs. One type requires a $0.25 deposit, the newer models require a $1.00 deposit. Deposits will be reimbursed with the return of the chair.

Accessible Elevators Every wing is equipped with elevators, but not all are accessible to those with vision impairment. H-Wing elevators do not have Braille.

Accessible Washrooms Locations include: • M-wing first floor, near the entrance • to “On the Go Bistro” as well as within the M1 outpatient areas of • Ophthalmology, Rheumatology and • Dermatology. •

A, C, E, H, K, L, M, T and U-wings, ground floor A, D and T-wings, first floor Emergency Department T-wing, basement

Interpretation Services Sunnybrook is pleased to offer professional interpretation services to our patients. There is no cost to you for the service. Interpreters can improve your communication with your healthcare provider by allowing both parties to speak easily in their own language.

Healthcare Handbook

Sunnybrook Health Sciences Centre

The clinical area or physician’s office can arrange this for you and your family. You will need to make your request within three business days (Monday to Friday, excluding weekends and statutory holidays), to provide enough time to arrange for these services for you. You can also arrange for interpretation services on our website, www.sunnybrook.ca and click on Patient & Visitors. There are two common types of interpretation: • Face-to-face interpretation: interpreter is present for you • Over-the-phone: interpretation is done remotely by an interpreter Please note: that interpreters are available for 180 languages and American Sign Language (ASL).

TTY Locations (Telephone Teletypes) Bayview Campus TTY Phone: 416.480.5342 TTY phones assist the hearing impaired. Locations: • M-wing, first floor entrance • T1 entrance and T-ground Atrium • Emergency Department (Odette Cancer Centre) • D-ground 27 Your healthcare professional can help if needed. These phone are available for loan, free of charge, with a credit card deposit for inpatients.

Pocketalkers A Pocketalker is a portable amplifier that can be used for one-on-one communication with someone who has a hearing impairment. Some inpatient units and the Emergency Department have Pocketalkers available for use. Pocketalkers can be obtained from the Audiology Department Location: M1102

Phone: 416.480.4143

Communi-Kit Each kit contains: • • • • •

Hearing enhancement device Pocketalker White board to write on for deaf/mute patients Pictograms for communicating with aphasic persons/non-English speaking persons Magnifying glass

Available in the: • Emergency Department: 416.480.4037 • W.P. Scott Geriatric Day Hospital (H-wing, ground floor): 416.480.4418

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Table of Contents Please note: We are constantly changing. Information presented here may be subject to change. Welcome........................................................2 Bayview Campus Map..................................3 Accessibility..................................................4 Mission, Vision & Values.............................8 Patient Bill of Rights & Responsibilities......8

Pay-for-transport.........................................19 SPRINT Senior Care ..................................19

Directions to the Hospital

Safe Medication Use.......................... 21

Driving..........................................................9 By TTC ........................................................9 Wheel-Trans .................................................9 Taxi Cabs......................................................9

Local Accommodations..................... 10 Canada Revenue Agency (CRA) Information........................................... 10 Parking...........................................11-12 Admission to the Hospital

Understanding Room Numbers at the Bayview Campus........................................13 Planning Your Hospital Stay.......................13 What to bring with you...........................13 Accommodation..........................................14 Hallway Admission .....................................14 Co-Gendering ...........................................14 Patient Accounts/Cashier............................15 Patient Food Services .................................15 Services in your Room................................15 Telephone Service...................................15 Television Service ..................................16 Noise...........................................................16

Family Involvement

Getting Information About a Patient..........16 Family Waiting Lounge..............................16 Self Care for Family....................................17 Become a Patient & Family Partner............17

Visitor Guidelines

Infection Control.........................................17 Visiting Guidelines ....................................18 Critical Care Unit (CrCU) and Cardiovascular Intensive Care Unit (CVICU).....................................................18

Discharge/Going Home

Belongings and Valuables...........................19 Transfers......................................................19 Repatriation.................................................19

Speak Up: Be An Active Partner in Your Care....................................... 20

Top 5 Patient Safety Tips............................20 When you come to the hospital...................21 While in the hospital...................................21 Before you go home....................................21

Your Healthcare Team at Sunnybrook.................................... 22

Attending Physician....................................22 Nurses.........................................................22 Patient Care Manager..................................22 Social Workers............................................22 Clinical Nutrition Services.........................22 Occupational Therapy.................................23 Physiotherapy..............................................23 Spiritual & Religious Care .........................23 Pharmacists ................................................23 Other Staff..................................................24 Students, interns, residents, fellows............24 Volunteers ..................................................24

Office of the Patient Experience (Patient Relations).............................. 24 Person Centred Care.......................... 25 Surveys .............................................. 25 Organ and Tissue Donation................ 25 Protecting Your Personal Health Information........................................ 26 Access to Health Records & Patient Registration

How do I obtain a copy of my health records and medical images (CDs)?.........................27 What happens if I am inquiring about records for a deceased patient?...................27 Administrative Fee......................................27 MyChartâ&#x201E;˘..................................................27 What do patients have access to through ... MyChart?................................................27 How do patients begin using MyChartâ&#x201E;˘?............................................28

Healthcare Handbook

Sunnybrook Health Sciences Centre

Ontario’s “Shared Electronic Health Information Systems” and your Personal Health Information.............. 28

Sharing your personal health information among your health care providers is important….................................................28 Your information is confidential and protected......................................................29 Your privacy rights.....................................29

Safety & Security............................... 29

Balloons......................................................29 Cellphone Restrictions................................29 Critical Incident Response..........................29 Fire Precautions..........................................30 Fragrance Free Environment Policy...........30 Hospital Watch - Working together for the security of all..............................................30 Photo I.D. Security Badges.........................30

Shops & Services............................... 30

Banking Machines (ATMs).........................30 Barber Shop ...............................................30 Blood Work & Specimen Collection Unit ..30 Blood Donor Clinics...................................31 Diabetes Education Centre..........................31 Dexter’s Optical..........................................31 Food Services..............................................31

Gift Shops...................................................32 Specialized Geriatric Services ...................33 Lost & Found..............................................33 Mail.............................................................33 Newspapers.................................................33 Pharmacies..................................................34 Hospital Wide Memorial Service................34 Sunnybrook Centre For Independent Living (SCIL)..............................................35 Sunnybrook Credit Union Western Union Wire Service......................35 Sunnybrook Philips Lifeline ......................35 Volunteers...................................................35 Washrooms with Baby Change Tables........36 Wellspring...................................................36

Sunnybrook Foundation..................... 35

Make a Gift.................................................36 Champions of Care.....................................36 Become a Monthly Donor...........................37 Tribute Giving.............................................37 Memorial Giving.........................................37 Wilket Creek Society..................................37 Planned Giving...........................................37

Community Supporters...................... 38

Wireless Access Wireless access is free for patients and visitors. Network: SW_guest network,

Password: SunnybrookGuest

Please be reminded that this free wireless network is a courtesy service for visitors and patients throughout the entire hospital and we cannot guarantee service will always be available.

Sunnybrook is a Smoke-Free Environment The Province of Ontario’s Smoke-Free Ontario Act has been updated to include more public places such as parks, baseball diamonds and all hospital properties. The law includes e-cigarettes and marijuana alongside regular cigarettes. For Sunnybrook, this means that smoking is not allowed anywhere on our Bayview, St. John’s Rehab or Holland Centre campuses. People caught smoking anywhere on hospital grounds can be fined up to $1,000 for their first offence. As of April 1, 2007, smoking is not permitted anywhere on our campuses. The policy applies to all patients, staff, physicians, volunteers, students, visitors and contractors that are within the boundaries of Sunnybrook Health Sciences Centre, including the Holland Orthopaedic & Arthritic Centre. Special consideration will be given to veterans living at Sunnybrook in the George Hees and Kilgour Wings. As a healthcare facility, Sunnybrook strives to assist in the prevention of medical diseases such as lung cancer and chronic pulmonary diseases, asthma and other respiratory conditions that can be caused by smoking and the effects of second-hand smoke. We appreciate your cooperation with this policy and important province-wide initiative. For more information or quitting support, visit www.sunnybrook.ca/quitsmoking or email smokingcessastion@sunnybrook.ca

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Sunnybrook Health Sciences Centre

Sunnybrook’s Mission, Vision and Values Our Mission We care for our patients and their families when it matters most. In partnership with the University of Toronto and health system providers, Sunnybrook leads by discovery, innovation, teaching, and learning.

Our Vision Sunnybrook invents the future of health care.

Our Values EXCELLENCE. We will exceed the expectiations of our patients and their families by anticipating their needs, strengthening patient engagement, improving access to care, and ensuring the quality and safety of care. COLLABORATION. We value partnering with others to achieve our mission and vision. ACCOUNTABILITY. My decisions impact the lives of others. I will assume responsibility for the commitments I make to our colleagues, patients, health care partners and communities. I am the face of Sunnybrook and my actions will improve the hospital. RESPECT. There is strength in our differences. By embracing how we are each unique and how every person’s perspective is of value, Sunnybrook can be a leader in health care. ENGAGEMENT. We are all active members of the Sunnybrook team and therefore integral to the organization’s success. By engaging others and being invested in our work, we all contribute to achieving our mission and vision.

Rights & Responsibilities In accordance with the Mission, Vision and Values of Sunnybrook Health Sciences Centre.

You have the right to: • Receive effective care that is considerate, timely and respectful of your diverse views, culture, spiritual traditions, gender identity, gender expression, sexual orientation and abilities. • Have your personal health information remain confidential and your privacy respected. • Have a Substitute Decision Maker act on your behalf if you cannot make health care decisions for yourself. • Make choices about treatments where choice is possible and appropriate, and be informed of the health risks and benefits of those decisions. • Obtain a second opinion from another health professional. • Receive information about your health care in a language you understand, with an interpreter if desired, within reasonable limits. • Know the names and roles of the members of your health care team. • Be listened to and have time to ask questions. • Express concerns about care/service and be informed of the process for doing so. • Expect that members of your health care team will collaborate to ensure continuity of care.

We ask that you and/or your representative please: • Provide complete and correct information as requested to your health care team and notify them of any changes in your health. • Let staff know if you do not understand any or all of the information given to you. • Follow your treatment or care plan to the best of your ability.

Healthcare Handbook

Sunnybrook Health Sciences Centre

• Make certain the person you have chosen or who is designated by law to make health care decisions on your behalf (when you cannot) knows and understands your wishes. • Respect the privacy and confidentiality of others. • Respect the right of everyone to work together in a respectful and abuse-free environment. • Act in a safe and responsible manner. Your feedback is valued and invited. Please contact the Office of the Patient Experience if you have questions about your rights and responsibilities or wish to share information about your Sunnybrook experience: By telephone: Bayview Campus, St. John’s Rehab and Reactivation Care Centre Church Site: 416.480.4940 Veterans’ Centre (K & L wings): 416.480.4280 Holland Centre: 416.967.8566 By mail: Office of the Patient Experience, Sunnybrook Health Sciences Centre 2075 Bayview Avenue, Room C161 Toronto, ON M4N 3M5 By email: patient.experience@sunnybrook.ca

Directions to the Hospital Driving The hospital is located at 2075 Bayview Avenue, two traffic lights north of Eglinton Avenue East and three lights south of York Mills Road, south of Hwy. 401. There are 2 entrances into the campus.

By TTC Toronto Transit Commission (TTC) buses run frequently from Lawrence, Bayview and Davisville subway stations. These buses stop outside A & M-wings and the George Hees wing (L-wing) on the Sunnybrook campus. • Lawrence 124 runs from Lawrence Station on Yonge subway line to Sunnybrook and back • Bayview 11 runs from Davisville Station on the Yonge subway line to Sunnybrook, continuing to Sheppard and/or Steeles and back For times and schedules, please call the TTC at 416.393.INFO(4636), or visit www.TTC.ca

Wheel-Trans Customer Service: 416.393.4111 Hours: Monday to Friday from 8:00 a.m. to 4:00 p.m. Wheel-Trans picks up registered Wheel-Trans customers with mobility difficulties at: • Odette Cancer Centre • G-wing drop off • M1 (first floor entrance) • Main entrance of George Hees wing • D-wing (ground floor exit) (L-wing) • Main entrance of SCIL (U-wing) • North west corner of H-wing To apply for Wheel-Trans registration please call Wheel-Trans customer service. You must be on time for your pick up time, as they will not wait.

Taxi Cabs Direct-dial phones to order a taxi cab are located in various locations throughout the campus.

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Sunnybrook Health Sciences Centre

Local Accommodations For those coming to Sunnybrook Health Sciences Centre from out of town, the following is a list of accommodations close to the Bayview campus. Please inquire about Sunnybrook Health Sciences Centre special hospital rates.

Price Range Guide: Hotels (Economical $)

Apartment Hotels (Mid Range $$)

Terrace Gardens Retirement Residence 416.789.7670 (Kosher meals available) 3705 Bathurst (Bathurst & Wilson) www.retirementresidence.com/homes/256/

Glen Grove Suites 416.489.8441 18 Hillcrest Avenue (for a minimum of 1 week stay) www.glengrove.com/

Glendon College Dorm (June/July/August only) 416.487.6844 (Bayview and Lawrence) www.glendon.yorku.ca/

Toronto Suites 416.481.1570 or 1.877.481.0620 101 Lawton Blvd (Yonge & St. Clair) www.torontosuites.com

Hotels (Mid Range $$)

Hotels (Deluxe $$$)

Westin Prince Hotel 416.444.2511 900 York Mills Road (York Mills and Don Mills) www.starwoodhotels.com/westin/prince

Best Western Roehampton Hotel & Suites 416.487.5101 x 808 808 Mount Pleasant Road (Mt. Pleasant and Eglinton) www.bestwestern.com/ca/ roehamptonhotelsuites Radisson Hotel Toronto East 416.493.7000 x 55 55 Hallcrown Place (401 and Victoria Park Avenue) www.radisson.com/torontoca_east

Toronto Don Valley Hotel & Suites 416.449.4111 175 Wynford Drive (Eglinton and Don Valley Parkway) www.torontodonvalleyhotel.com

Wyndham Garden Hotel 416.493.9000 or 1.800.567.8500 x 185 185 Yorkland Blvd. www.wyndham.com

Canada Revenue Agency (CRA) Information If you paid for healthcare expenses, you may be able claim them as eligible medical expenses on your income tax and benefit return. These expenses include a wide range of products, procedures and services such as: • Medical supplies • Dental care • Travel expenses Please visit the website for more information: canada.ca

Healthcare Handbook

Sunnybrook Health Sciences Centre

Parking Parking and Transportation Services Office Location: CG01 Phone: 416.480.4123 Hours: Monday to Friday: 8:00 a.m. - 4:45 p.m. Weekends & Holidays: 9:00 a.m. - 2:00 p.m. Daily minimum $4.75 per half hour or less Daily maximum (6 a.m. to 11:59 p.m.) $26.00 with in & out privileges Maximum evening rate (6 p.m. to 6 a.m.) $10.00 Maximum weekend & holiday rate $15.00 Weekly parking pass for seven consecutive days $65.00

Valet service is an additional $3.00. Money raised from parking fees helps support high quality patient care, and helps fund lifechanging and life-saving research.

Discounted parking rates Sunnybrook has implemented discounted parking packages to align with the Ministry of Health and Long-Term Care’s steps to make hospital parking more affordable for patients, their loved ones and caregivers. Pay-Per-Use parking passes are available for patients, their family members and visitors who frequently visit the hospital often. Passes may be purchased at the Parking and Transportation Services Office.

Rates for the new pay-per-use parking passes • 5 Day Use: $65.00

10 Day Use: $130.00

30 Day Use: $390.00

Purchasing a pay-per-use parking pass Passes provide in-and-out privileges for a 24-hour period, and can be used at any time. Passes can be transferrable between patients, their visitors/caregivers and their vehicles. Only one car at a time can park in the lot. Passes expire one year from the purchase date. Pay-per-use parking passes are non-refundable. Please note that there is a $10 deposit fee when purchasing a pay-per-use parking pass. This fee will be refunded once your pass is returned to the Parking and Transportation Services office after use.

Renewing your pay-per-use parking pass MySunnybrook provides one-stop-shop access to hospital services from your desktop or mobile device. Visit mysunnybrook.ca and click on MyParking if you want to extend the date of your permit and you already currently have a valid parking permit. You may also use this site to add uses to existing Pay-Per-Use permits. In Person: • At the Parking and Transporation Services Office (CG01) • Parking Pay Stations Locations • Inside and outside the main entrance • Outside D-wing (south exit) (M-wing) • Outside S-wing • Inside T-wing • Outside of SCIL (U-wing) • Outside in Lot #1 • Outside of J-wing • Outside and west of H-wing • Outside in Lot #20 • Outside the Emergency Department • Beside the Wellspring Centre.

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Healthcare Handbook

Sunnybrook Health Sciences Centre

Parking pay stations accept cash, Visa, Masteracrd, Discover and Amex. Those wishing to pay by Interac may go to the Parking and Transportation Services Office • Pay-And-Display Parking Locations • Lot #1 (T-wing) • Lot #2 (A-wing) • Lot #9 (U-wing) • Lot #14

• Psychiatry (F-wing) • South of B, C and D-wings (street parking) • South of S-wing (street parking)

Pay-And-Display machines accept coins, MasterCard and Visa.

Accessible Parking Spaces Accessible parking spaces are located throughout the campus. Please remember to display your permit on the dash and note that parking fees also apply to these spaces. Free valet service is provided for accessible parking permit holders. This valet service is available in front M-wing.

Admission to the Hospital Understanding Room Numbers at the Bayview Campus For example: D117

Wing

Level

Wings

A B C D E F G

H J K (Kilgour wing) L (George Hees wing) M (Main wing) T (Odette Cancer Centre) U

Room Number Level/Floor B (Basement) G (Ground) 1 (Main level) 2-4 (Levels available at all wings) 5-7 (Levels only available in wings M, B, C and D

Planning Your Hospital Stay If you know you are coming into hospital, pre-planning your visit and stay will help make your experience more relaxed and trouble free. If you (or a friend or relative) need to stay in hospital overnight, please consider the following: What to bring with you… • OHIP card, or any identification that shows your full name, address and date of birth. • Supplementary insurance coverage (if you have), please bring the certificate showing the name of the insurance company policy/certificate group plan. • Personal items such as pajamas, bathrobe and slippers . • Common toiletries - toothbrush, toothpaste, shampoo, and body/hand lotion. These are not supplied by the hospital, but can be purchased from the Gift Shop or Pharmacy (located at M1). Please be advised of our scent free facility. • All the medications you are currently taking. Once your physician or nurse has seen them, they should be sent back home. • Any assistive devices – dentures, glasses, hearing aids. If possible, please label them and have containers for safekeeping to avoid losing them. • Mobility devices- canes, walkers. Please make sure these items are labeled.

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What NOT to bring with you â&#x20AC;˘ All valuables such as rings, watches, jewelry and large amounts of cash should be left at home. If you have valuables with you, ask a relative or friend to take them home for you immediately. â&#x20AC;˘ Sunnybrook is not responsible for money, valuables or other personal property kept in your room, including dentures, eyeglasses and hearing aids.

Accommodation Our staff make every effort to provide you with the type of accommodation you request. The types of accommodation available are: Standard ward: Four or three beds per room (Covered by OHIP) Semi Private: Two beds per room Private: One bed per room Medical need is the first priority when assigning rooms. Private rooms are limited in supply and must be used for patients who may require additional precautions for an infectious disease or medical condition. Please note that once assigned a private room you may be relocated at any time of day or night. If you request and receive preferred accommodation and/or do not have health insurance, you must make payment arrangements before you are admitted to the hospital. If you do not have supplementary insurance coverage and request preferred accommodation, payment is required by cash, cheque, Visa or MasterCard. Please be aware of the financial commitment you are making when you request preferred accommodation. Payment for preferred accommodation may be required at the time you are admitted. Before you are admitted, verify your coverage with your insurance company. This is very important, as you will be billed for any portion not paid for by your insurance company. If you have any questions regarding health insurance coverage or non-insured services, please contact Patient Accounts, 416.480.4156.

Hallway Admission Sunnybrook sees more than 1 million patients from across Ontario yearly who requires acute and critical care. At times, the hospital faces high occupancy pressures, meaning we may have more patients who need hospital beds than beds available. There are times there are no available patient care rooms in the unit for admitted patients and until a room is available, some of your initial stay may be managed temporarily on a stretcher in the hallway. We know this may cause some inconvenience, but necessary to ensure we are able to care for all of our patients who are acutely ill or injured.

Co-Gendering Sunnybrook, along with a number of hospitals across Canada are now co-gendering patients. This is when patients are in a shared room with patients of the opposite sex. Co-gendering can speed up access to hospital beds for patients waiting in the Emergency Department. Some areas have always been co-gendered, like the Emergency Department or the intensive care unit (ICU). Co-gendering has now spread to most areas â&#x20AC;&#x201C; especially when the Emergency Department is busy and there are many patients who need to be admitted. For religious or cultural reasons, some patients cannot be in a room with an unrelated person of the opposite sex. This results in a longer wait in the Emergency Department or a hallway. However, many patients feel that it is in their best interests to be moved to a patient care unit rather than wait in the Emergency Department.

Healthcare Handbook

Sunnybrook Health Sciences Centre

Patient Accounts/Cashier Location: D117

Phone: 416.480.4156

Hours: Monday to Friday from 8:30 a.m. and 12:30 p.m. and 1:00 p.m. and 3:00 p.m. There are a few situations in which patients are charged for products or services that are not covered by OHIP or other insurance. If there are extra costs, the hospital will keep track of the charges and bill you the day you go home. Some examples include (but are not limited to): • The cost to upgrade to a private or semi-private room. • The cost of walking aids such as crutches, canes, walkers, orthopaedic devices, braces, slings, or air casts. • The cost of ambulance services. • Telephone service. • The cost of cosmetic surgery and other surgeries not covered by OHIP. Payments can be made in person, through online web banking. Please contact Patient Accounts for more information. MySunnybrook provides one-stop-shop access to hospital services from your desktop or mobile device. You can also pay your hospital invoice online at mysunnybrook.ca and then by clicking on MyPayments.

Patient Food Services Diet Office Phone: 416.480.6100 ext. 2390 Please contact for anything related to your meal service. Patient Food Services is focused providing patient and resident meals that are freshly made, deliver good nutrition and above all taste great. Your meals are provided based on the diet ordered by members of your health care team. We have implemented a Fresh Flex Menu system for patients and residents. At the heart of this model, fresh food made daily by our Executive Chef and our culinary team in our newly renovated kitchen. The state-of-the art kitchen allows us to create menu choices that deliver fresh, flavourful food while balancing out the practical elements of providing patient meals. Did you know: • We serve approximately 3100 meals to patients and residents every day • We have created 23 therapeutic menus in collaboration with Sunnybrook clinical registered dietitians • Our menus accommodate 26 allergens and food sensitivities Meals are served via a tray service at these times: • Breakfast 7:30 a.m. - 8:45 a.m. • Lunch 11:45 a.m. - 12:45 p.m. • Dinner 4:45 p.m. - 5:45 p.m.

Services in your Room Telephone Service Sunnybrook Main Line: 416.480.6100

Patient Inquiry Number: 416.480.4246

A telephone is located beside most beds for a flat fee of $4 a day to a maximum of $120 or 30 days. The service is available upon request. For information regarding TTY phones for the hearing impaired go to the Accessibility section (page 4) Calls will come to you directly between 7:30 a.m. and 10:00 p.m. Incoming calls are blocked outside these hours. Urgent after-hours calls can be directed to the Patient Care Unit.

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Dialing out • To place a local call: Dial “9” and the then the number. • To place a long distance call: Dial “9” - “0” and then the number. (These calls can be charged as a collect call, to a calling card, or charged to a third party.) Please remember to settle your telephone bill with Patient Accounts (D117, page 18)

Television Service Call 1999 from patient bedside phone or 1.866.223.3686 from outside hospital to request service or report any errors. Hours: Monday - Friday - 8:30 a.m. – 10 p.m. Saturday & Sunday - 10:30 a.m. – 8 p.m. Services are activated Daily, excluding statutory holidays during Call Centre hours. Premium TV daily rate: $13.25 (prices subject to change) *Ask about special rates available for long term patients. Additional Information • • • •

All prices are subject to applicable taxes. Prices are subject to change without notice. Payment is due upon activation and renewal. Services are non-refundable and non-transferable to another patient. Payment is by Visa, Mastercard to order cable television services.

For additional information turn your TV to channel to 70. Order Your TV Online You can order cable television services online through mysunnybrook.ca. Click on MyServices to order a cable package or to find information on downloading movies and accessing the hospital’s WiFi network.

Noise We know you appreciate that Sunnybrook is a busy place that provides care to our patients 24/7. There is the constant sound of beeps, alarms, doors shutting and conversations. Please let your clinical team know if you experience too much noise so they can help provide some solutions.

Family Involvement Getting Information About a Patient Concern about a family member is natural. We support families and want their help in developing a patient’s treatment plan. A member of your clinical team can help arrange a conference with the family and members of the team when necessary. It is recommended that you choose one individual to serve as the primary contact or spokesperson for your family. Doing this has several benefits: • The clinical team will clearly have one person to contact, • Fewer people calling for updates or information helps make it easier to get through • One individual sharing updates will ensure all members of the family receive the same information.

Family Waiting Lounge Each Patient Care Unit will have a designated family waiting area for families and friends. For patients undergoing surgery, a waiting room staffed by volunteers to assist you is located on A148.

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Self Care for Family One of the most important, and often forgotten, things you can do as a caregiver is to care for yourself. “Self-care” is any activity that you do that helps you maintain your physical, mental or emotional health. If you do not take care of yourself, if you “burnout” or become sick due to lack of sleep, poor diet, etc., you make yourself incapable of helping the person next to you. Caring for yourself ensures that you have the strength and ability to continue caring for others. Self-care tips for caregivers • • • • •

Eat healthy Take care of your own health Plan regular breaks Treat yourself Try to get enough sleep

• • • •

Exercise Keep connected/stay Include other family and friends Find humour

Most importantly, be aware of the signs of burnout – some signs of burnout include: • Withdrawing from friends and family • • Loss of interest in activities you enjoyed • in the past • • Feeling, irritable, hopeless, and helpless

Changes in appetite or weight Getting sick more often Overuse of use of alcohol or sleep medications

If you see any of these signs in yourself, try any of the ideas already mentioned or reach out for professional support. TorontoCentralhealthline.ca is a good place to start to find caregiver supports in your area.

Become a Patient & Family Partner At Sunnybrook we know that involving patients and families and listening to their feedback will help us provide the best possible care that is better informed, more responsive to needs, collaborative and more likely to achieve better outcomes. If you are a patient or family member and would like to get involved in discussions to help us improve care and service for the 1.2 million patients we see each year, please consider applying to become a patient and family partner. Our patient and family partners are involved in many different ways, including patient and family advisory councils, committees, working groups, or with a special project. We are also building our capacity to conduct online engagement that you can participate in from home. Our patient and family partners will help shape the future of care at Sunnybrook. What do patient and family partners do? View, and apply to participate in, some of our current partner opportunities at www.sunnybrook.ca/engagement

Visitor Guidelines Infection Control - Cleaning your hands is very important. Patients who are in hospital are vulnerable to infection. It is important that you follow the hand cleaning guidelines that are posted around the hospital. Please keep yourself and others safe by using the hand wash provided and not visiting if you are unwell. We ask that you do not visit if you have any of the following symptoms: • Vomiting • Diarrhea

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• Conjunctivitis (eye infection or pink eye) • Chicken pox, shingles, measles or mumps

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• Symptoms of acute respiratory tract • Infectious rashes or concerns of possible infection - cough, sore throat, runny transmission of a communicable disease nose and/or fever • Fever within the last 24 hours If you are suffering from any of these symptoms please see your doctor and/or delay your visit until the symptoms have gone.

Visiting Guidelines Sunnybrook has a flexible patient visitor policy where visitors are generally welcome to visit patients any time. Some units do have recommended visitor hours. Please consult with the unit where the patient you want to visit is to learn more about unit specific visiting hours. Sunnybrook does not permit overnight visits unless discussed in advance with the Patient Care Manager or delegate. In most areas, two visitors may visit at a time. Please note that units can limit the number of visitors, the length of each stay and request that ask visitors to leave the room for various reasons. A family lounge is available on most units. Please check with the patient care unit before bringing young children to the hospital. An adult must accompany children.

Critical Care Unit (CrCU) and Cardiovascular Intensive Care Unit (CVICU) Family and visitors are welcome at the discretion of the patient, family and staff two visitors at a time. Before visiting a critical care unit family members should check in with a volunteer in the waiting room. In the absence of a volunteer, please call the unit using the phones located at the entrances.

Discharge/Going Home When you are admitted to the hospital, your healthcare providers will begin talking to you and your family or friends about leaving the hospital early in your stay. We want to understand your goals and how to best care for you. Your healthcare providers are committed to providing excellent care which includes talking about your discharge from hospital. Discharge time from the hospital is BEFORE 11:00 a.m if possible. A family member or friend should take you home after a hospital stay. If a family member or friend is not able to pick you up before 11:00 a.m. on the day you leave the hospital, please speak to a member of your care team for other transportation options to take you home. Volunteers will be happy to provide a wheelchair escort to the exit from which you will be leaving the hospital. When you leave, please make sure that you have all of your personal belongings and valuables, hospital card and your care instructions and prescriptions. Things to know before you leave: • Understand and know your medications • What you can eat and drink, if there are any restrictions or things to avoid • When you can return to your “normal” activities or if there are restrictions • Follow up appointments that have been made or need to be made by you. Please ensure you have the name of the Doctor, date, time, location of the appointment and a phone number you can call • Any other questions or clarification needed as your clinical team Please take a moment to visit the Cashier/Patient Accounts (D117, page 15) to check the status of your account and/or make any necessary bill payments upon discharge from hospital.

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For additional information, please watch our Discharge Planning Video. It is available on Sunnybrook’s YouTube Channel and Channel 74 on the inpatient bedside TV’s. Belongings and Valuables Can be collected with a valuables slip provided by a member of your care team at: Security Office

Location: CG03

If someone other than yourself, family or friend, collects your valuables they will need to provide proof that you have asked them to do this for you. Transfers Patients at Sunnybrook come from all over Ontario. It can be difficult to be far from your home, friends and family. Sunnybrook sees patients from all over Ontario that require specialized equipment and our expertise. Your physicians and health care team constantly assess you during your admission. As you recover, the team may make a decision that your medical needs can be met elsewhere. This typically means a hospital closer to home. This will be helpful for your family in friends you as well. Your health care team here will work closely with the team at the receiving hospital throughout this process. Repatriation Sunnybrook offers tertiary care, which is a higher level of care that involves very specialized equipment and expertise. Patients will often be referred from smaller hospitals to a tertiary hospital for major operations, consultations with sub-specialists, and when intensive care facilities are needed. Repatriation ensures that we are delivering the right level of care to patients who need it the most at the right time. Patients who are still in the Intensive Care Unit (ICU) can be repatriated if their tertiary care is complete. Patients and families cannot refuse Repatriation; however, we will work with you to make the transition as smooth as possible. Pay-for-transport If you need help to get home beyond family, friends, or taxi, your care team can set up your ride home through a non-emergent transport service. Patients can also set this up. Sunnybrook does not pay for patient transportation costs from the hospital to home, including to Long Term Care. Patients or their family are responsible for these costs and will need to give a credit card number to the transportation service before leaving the hospital. If you have any questions, please ask a Social Worker or health care team member on your unit.

SPRINT Senior Care Phone: 416.481.6411

www.sprintseniorcare.org

If you’re a senior and want to know more about services that can help you stay safe, connected and live as independently as possible, then contact SPRINT Senior Care—an accredited notfor-profit, United Way Member agency. SPRINT Senior Care has services that can support your transition back home from hospital, which include, but not limited to, home care, personal care, Meals on Wheels, counselling, and transportation. They also have support services and resources for caregivers.

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Speak Up: Be An Active Partner in Your Care Good healthcare starts with good communication. Doctors, nurses, pharmacists and other health care team members are committed to making sure that your care is as safe as possible but patients and family members can help too. Here are some tips that can help you be a part of the safety team at the hospital.

Top 5 Patient Safety Tips 1. Wear your armband, and make sure your health care team checks your identity before providing you with care. 2. Wash your hands to prevent infections from spreading. Clean your hands frequently. It is also a good idea to ask everyone to clean their hands. Both your health care team and all visitors. 3. Bring all your medications to the hospital with you or carry an up-to-date list of your medications to every hospital visit. Make sure your health care team knows about everything you are taking, including prescription and over-the-counter medicines, natural and herbal products and dietary supplements such as vitamins and herbs. 4. Tell a member of your care team if you have any safety concerns. One of the best ways of getting the best health care is to be an active member of your health care team. This means asking questions so that the best decision can be made. It also means coming prepared for your medical treatment and knowing what to do when you go home. Write down your questions and bring them with you when you see your health care team member. It is important to understand as much as possible about any medical problem you have, treatment or procedure you will have, and the medicine you should take and how to take it. Ask a family member or friend to come with you when you talk to your health care team. It is easy to be overwhelmed by a lot of information and your family member or friend can help you ask important questions. 5. Know what to expect when you leave the hospital. If you’re unsure about anything ask a member of your health care team before you leave! Before you go home, ask as many questions as you can to make sure you understand: • • • • • • •

What treatment you received. Whether you will need a prescription filled. What symptoms to watch for and who to call if something does not feel right. What medicine you must take, how to take it and any side effects. What foods you should eat and not eat. When you can go back to normal activities, such as work, school, exercise and driving. What follow-up appointments you will need and who will make them.

Some additional patient safety tips include: • Tell your health care team if you have ever had an allergic or bad reaction to any medicine, food or latex. • Request that visitors do not bring you food. • Ask sick visitors to refrain from visiting you in the hospital. • Ask every person to identify himself or herself when they come into your room. Adapted from the OHA Patient Safety Support Service brochure “Your Health Care Be Involved”. Prepared by the Patient Safety Service.

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Patients First, Safety Always

Safe Medication Use

Patients and family members are part of the health care team and need to work with the doctors, nurses and pharmacists to ensure safe medication use. Here is some information that can help you and your family ensure you get the right medication at the correct dosage while you are in hospital.

When you come to the hospital: When you come to the hospital you will be asked about the medications you take at home and about any allergies you might have. It is a good idea to carry with you an up-to-date written list of your drug allergies and all of the medications that you take including non-prescription drugs, vitamins and herbal products. The information your team needs is: 1. Name of the medication 2. Dose of the medication

3. The reason you are taking it 4. The prescribing doctor

Be sure to let your health care team know if you get prescriptions from more than one doctor. If possible, you should bring all your medications, in their original containers, to the hospital with you.

While in the hospital: Feel free to ask your care team the following key questions for any new or unfamiliar medications that you receive: 1. What is the name of the medication? 2. Why am I taking it? 3. Does this medication have any side effects that I should know about? Is there anything I can do to prevent them? What can I do if side effects occur? 4. Does this medication replace anything I was taking at home? 5. If I am allergic to a drug, is the new medication safe for me to take? It is important never to use your own supply of medications while in the hospital without informing your doctor or nurse.

Before you go home: When you are ready to go home, you will be given important information about medications that are being prescribed for you to take at home. You will also be told about any problems that may happen with your medications. Your doctors, nurses and pharmacists will be pleased to answer any questions you may have. You will want to know the answers to these questions: 1. 2. 3. 4. 5. 6.

Are there new medications that I need to take at home? Why am I taking these medications? How should I take the medications and for how long? Have any of the medications I took before been changed or stopped? Are there any side effects that I should know about? What should I do if they occur? Do I have to see my doctor regularly? Do I need blood tests or other monitoring while on this medication?

It is a good idea to review with your doctor, nurse and/or pharmacist the medication names and directions on your prescription. It is important to make sure that your written medication list is updated and that you show it to your family doctor and drug store pharmacist.

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When you go to your Pharmacy for your medications, you should ask the following questions: 1. 2. 3. 4. 5.

Is the medication name on the label the same as I was told in the hospital? Are the directions on the label the same as I was told in the hospital? Are there special storage instructions? Does the pharmacy provide written information for me to take home? Should I stop or change any of my old medications?

We are always working to improve the safe use of medication and we welcome your ideas and suggestions. Your doctors, nurses and pharmacists will be pleased to answer any questions that you may have. Prepared by the Patient Safety Service

Your Healthcare Team at Sunnybrook Sunnybrook uses a team approach to delivering healthcare. This means that patients are examined and treated by a variety of medical professionals rather than a single doctor. Patients may also be seen by students from the various health professions. Here are some of the professionals that you may meet during your stay with us.

Attending Physician The attending physician will be in charge of your care while you are in the hospital. On admission, your physician will examine you and work with the rest of your healthcare team to give you the best possible medical care. Your attending physician orders any medication, tests or treatments needed and, if necessary, can refer you to specialists within the hospital. Sunnybrook is a teaching hospital. This means we teach Clinical Clerks (medical students) or Residents (undergraduate students and recent graduates). They are under the direct supervision of the primary physicians and will attend to many of your medical needs.

Nurses Sunnybrook nursing staff are highly skilled professionals with expertise in providing excellent clinical care and a commitment to understanding your issues and concerns. The nurses work closely with your doctor and healthcare team. Advanced Practice Nurses (APNâ&#x20AC;&#x2122;s), Clinical Educators and Nurse Practitioners work with the staff nurses to provide you with the best possible care. Our nurses are a tremendous resource to you and your family and we encourage you to ask your nurse questions about your care throughout your stay.

Patient Care Manager The Patient Care Manager is the person responsible for overall care and staffing on the patient care unit. Please feel free to contact him or her if you have any concerns.

Social Workers Social workers can assist you and your family in coping with the impact of illness, injury and hospitalization. They provide counselling, support, facilitate discharge planning and have extensive knowledge of community resources to meet a range of needs.

Clinical Nutrition Services Clinical Nutrition Services includes Clinical Dietitians and Nutrition Technicians who work together in consultation with other healthcare professionals to provide you with nutritional care

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and education. Clinical dietitians are skilled at assessing your nutritional requirements. If you have difficulty eating or have lost weight due to illness, a dietitian or nutrition technician may be contacted to assist you.

Occupational Therapy Occupational Therapists can assist you to develop or maintain your life roles and activities, particularly if your independence has been challenged by accident, disability, emotional difficulties or disease. Occupational Therapists use a variety of assessment and treatment techniques to address goals developed with you, the resident. This may include: • • • •

Assistance with daily living activity and community living skills Prescription of special equipment Evaluation and modification of your home environment Related education and counselling

Physiotherapy Physiotherapy services can assist you to enhance and maintain your physical abilities at the highest level possible. If appropriate, your physiotherapist will complete an assessment with you, which will then be the basis for developing achievable physiotherapy goals.

Spiritual & Religious Care Office Location: A151

Phone: 416.480.6100 ext. 4421

Spiritual Care professionals/Chaplains are available 24/7 and can be contacted by your health care team at your request. Sunnybrook Health Sciences Centre recognizes the valuable role spirituality plays in health; consequently, Spiritual Care represents an integral part of our holistic approach to healthcare. While you are at Sunnybrook, Spiritual Care professionals are available for you and for your loved ones. Care for your spirit often involves guiding and supporting you with the exploration and expression of your spirituality, as well as ensuring your spiritual needs are addressed in the formulation of your health care plan. Spiritual care affirms the inherent dignity and value of all persons, and the validity of different spiritual perspectives and practices – which may, or may not be rooted in a religious tradition. Particularly in times of illness, transition, death or crisis spiritual care offers support to you as you claim your inner sources of hope, healing, meaning, purpose, and identity. Located on the Ground floor in E-wing (behind McLaughlin Auditorium), the following spaces are available to everyone for activities such as prayer, meditation, worship, reading, or quiet reflection: • • • •

Sunnybrook Veteran’s Chapel/ Main Chapel Synagogue/Jewish Chapel Muslim Prayer Room Roman Catholic Blessed Sacrament Chapel (connected to the main chapel)

There are regularly scheduled religious services in each space. As well, throughout the year the Spiritual & Religious Care team hosts monthly Spiritual Care Rounds and other educational events to explore issues of spirituality, religion, and health. For more information on sponsored events and services, please call or check the bulletin board outside the Spiritual & Religious Care office or outside the chapel, synagogue or prayer room.

Pharmacists While you are in 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 health care team.

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Pharmacists are part of your health care team and work together to provide the best care for you. Pharmacists review all medications ordered for you in hospital and check for allergies, drug interactions and other potential problems. Pharmacists continually monitor and review your medication needs during your hospital stay. Pharmacists often meet with patients while they are in hospital to obtain information on their medications used before admission. As well, pharmacists are available to counsel patients before discharge about the medications that they should be taking when they go home. Do not hesitate to request to see a pharmacist and ask them any questions that you may have about your medications.

Other Staff During your hospital stay, you will come in contact with other staff that will play a role in helping diagnose or treat your condition. These staff may work in Speech Pathology, Laboratories, Medical Imaging (X-ray), Nuclear Medicine, Homecare or other areas. If you have questions about the treatment or test being given, please ask the staff member or your doctor to explain the reason for the procedure or what will take place.

Students, interns, residents, fellows Learners are key members of our care teams. We welcome more than 4,000 students in more than 38 healthcare specialties each year, so you will meet a variety of students during your hospital stay. Faculty preceptors and/or Sunnybrook health professional staff supervise all students, with the level of supervision geared to the studentâ&#x20AC;&#x2122;s level of training. If you have any questions about our education program, please contact education@sunnybrook.ca or speak with the Patient Care Manager.

Volunteers Volunteer Services Phone: 416.480.4129 More than 1,000 women, men and student volunteers contribute invaluable time to support the patient care and services provided at Sunnybrook. Volunteers work in more than 50 service areas, and also help raise funds for the hospital. In you or someone you know is interested in volunteering, please call or visit sunnybrook.ca for more information.

Office of the Patient Experience (Patient Relations) There may be times when you or your family member needs help finding information, want to submit positive feedback about an experience, or need to voice a concern. If the staff on the unit/department has been unable to provide this information or help address your concern, we invite you to contact the Office of the Patient Experience. An advisor will listen to, and help resolve patient/resident concerns in a confidential setting. Bayview Campus (2075 Bayview Ave.) & St. Johnâ&#x20AC;&#x2122;s Rehab (285 Cummer Ave.) & Reactivation Care Centre Church Site (200 Church St.) Location: C161

Email: patient.experience@sunnybrook.ca

Phone: 416.480.4940 Hours: Monday to Friday 9:00 a.m. to 4:30 p.m. (If you are calling outside of these hours, please leave a message with your name and contact information. Your call will be returned the next business day.)

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Mail:

Sunnybrook Health Sciences Centre Office of the Patient Experience 2075 Bayview Ave. Room C161 Toronto, ON M4N 3M5

Sunnybrook Veterans Centre (K & L wings) Email: veterans.experience@sunnybrook.ca Phone: 416.480.6107 Mail:

Hours: Monday to Friday 8:00 a.m. to 4:00 p.m.

Sunnybrook Veterans Centre Office of the Resident and Family Experience 2075 Bayview Ave., Room LG05h Toronto, ON M4N 3M5

Holland Orthopaedic and Arthritic Centre Email: patient.experience@sunnybrook.ca Phone: 416.967.8566 Mail:

Hours: Monday to Friday 9:00 a.m. to 4:30 p.m.

Holland Orthopaedic and Arthritic Centre Office of the Patient Experience/The Social Work Office 43 Wellesley Street East Toronto, ON M4Y 1H1

Person Centred Care The philosophy of Person Centred Care (PCC) guides Sunnybrook staff and physicians to listen to, respect and understand each person as a unique individual. We strive to promote timely access to services; to coordinate and integrate your care; to promote physical comfort; provide emotional support and to answer your questions so that you can make informed decisions about your healthcare in partnership with your care provider.

Surveys At Sunnybrook we use patient satisfaction surveys as one way of finding out if we are meeting your healthcare needs. These surveys are an important part of our quality improvement program. You may receive a written survey asking for your feedback on your hospital experience. We strongly encourage you to complete the survey as they help us to improve the services and programs we offer to you and your family.

Organ and Tissue Donation Trillium Gift of Life Network: 1.800.263.2833 As part of quality end of life care and in accordance with the Trillium Gift of Life Network Act , patients and families may be approached and asked to consider organ and/or tissue donation. Each year thousands of Ontarians have a second chance to live life to its fullest, thanks to the generosity of organ and tissue donors, however the need for organs and tissue in Ontario continues to outweigh availability. Talk to your family about organ and tissue donation, your decision can make a difference.

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Protecting Your Personal Health Information Sunnybrook Health Sciences Centre respects the principles of personal health information privacy protection and wants you to understand the information privacy rights of patients of this hospital.

Sunnybrook may collect, use or disclose personal health information for the purposes of: • • • • • • • • •

Providing health care or assisting in providing health care to an individual; Planning or delivering patient care programs or services funded by Sunnybrook; Evaluating, monitoring and allocating resources to programs and services; Activities to improve the quality of care or quality of any related program or service; Processing, monitoring, verifying or reimbursing claims for payment; Research, as approved by a Research Ethics Board; Teaching and education; Fundraising; As otherwise consented to by the individual.

Where your consent is required for the collection, use or disclosure of personal health information, you may withdraw the consent by providing written notice to Sunnybrook’s Privacy Office. Please call our Privacy Office at (416) 480-6100 ext. 1236 for more information on providing or withdrawing your consent.

Fundraising: Sunnybrook may use a patient’s name and address for the purpose of fundraising activities. If you wish to remove your name from our fundraising contact list, please contact the Foundation by telephone at (416) 480-6100 ext. 6791 or by email tofoundation@sunnybrook.ca.

Obtaining Access to Your Health Record: Patients mayobtain copies of their Sunnybrook health record by contacting the Health Records Department and Patient Registration at the location where they were seen: Bayview Campus: (416) 480-4433; Holland Orthopaedic & Arthritic Centre: (416) 967-8527; St. John’s Rehab: (416) 226-6780 ext. 7261.

For More Information on our Privacy Policy: If you would like to know more about Sunnybrook’s policy on personal health information privacy or our information handling practices, please call our Privacy Office at (416) 480-6100 ext. 1236 or consult the “Privacy & Confidentiality” section of the Sunnybrook web site at www.sunnybrook.ca.

Comments or Complaints: If you would like to make a comment or complaint regarding personal health information privacy at Sunnybrook Health Sciences Centre, you may email ourChiefPrivacyOfficeratprivacy@sunnybrook.ca or contact our Privacy Office at (416) 4806100 ext. 1236. All inquiries will be kept strictly confidential. Information Privacy complaints can also be directed to Ontario’s Information Privacy Commissioner at 2 Bloor Street East, Suite 1400, Toronto, Ontario M4W 1A8,or by calling 1-800-387-0073.

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Access to Health Records & Patient Registration Bayview Campus & Holland Centre

Odette Cancer Centre

Location: E124 Location: T2 Phone: 416.480.6123 Phone: 416.480.4638 Fax:416.480.6123

How do I obtain a copy of my health records and medical images (CDs)? Information is released only as authorized by the patient, legal representative or as authorized by law. If you were ever a patient at Sunnybrook Health Sciences Centre, you can direct us to send copies of your health record by submitting a written request to the Health Records and Patient Registration office at the campus where you were treated. How do I direct my request for information from my health record and medical images? Requests must be in writing and must include the signature of the patient or legal representative of the patient (e.g. in the event of a minor). This would apply if you are asking for access to and/ or copies of your own record (for personal use), or if you are asking for your records to be released to another health care provider, insurance company, or other individual of your choice. The written request must include the patient’s name, patient’s date of birth, hospital file number (if known), mailing address of where the information is to be sent, the purpose of the request and what information is to be sent. The request must be dated, signed by the patient or substitute decision maker (proof required) and witnessed. Requests are valid for 90 days after receipt. Requested can be submitted as follows: • Electronically (through our website)

• Via fax

• Via mail

What happens if I am inquiring about records for a deceased patient? To obtain records for individuals who are deceased, authorization is required from the Executor of the estate. Proof of executorship or legal signing authority must be submitted with the request.

Administrative Fee There is an administrative cost for requests that are required for purposes other than continuing patient care. A pre-payment fee must be submitted with your written request.

MyChart™ (www.mychart.ca) Phone: 416.480.6794

Email: mychart@sunnybrook.ca

Sunnybrook Health Sciences Centre’s eHealth service called MyChart™ is an online website where patients can create and manage their own personal health information based on clinical and personal information. MyChart™ is accessible from any where at any time through the Internet. Once registration is complete users can go to the website and log in.

What do patients have access to through MyChart™? • • • • • • •

Personal and family health details (including allergies and current medications) Online appointment requests Online patient questionnaires Clinic visit notes* Radiology* (i.e. CT, MRI, X-Rays, Ultrasounds) ECG ECHO

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• • • • • • •

Pathology* Personal address book, complied by the patients – physicians, caregivers, labs, clinics, etc. Personal diary and personal tools Labs* (i.e. Hematology, Microbiology, Blood Bank) Patient profile (for Sunnybrook Family Practice patients only) Links to relevant disease-specific information and online events Personalized health information (e.g. FAQs on procedures, etc.)

*Certain conditions/delays may apply

How do patients begin using MyChart™? In order to register for MyChart™, you need a PIN that is assigned to you by the MyChart™ support team. It is a one-time-use registration number that must be validated before you can register a username and password for your account. Patients can obtain a PIN from Health Records in order to register an account at any one of the following locations: • Bayview Campus – Room: E123 • Holland Centre – Room: 260

• Odette Cancer Centre (T-wing) – Room: T2-212

If you are setting up an account on behalf of a patient, please ensure you bring either a) a power of attorney document or b) a completed delegate form along with a copy of the patient’s ID and photo ID of the delegate. Once you have set up an account, continue your registration on mychart.ca or by visiting MySunnybrook.ca and clicking on the “MyChart” link. You can also call the telephone support line at (416) 480-6794.

Ontario’s “Shared Electronic Health Information Systems” and your Personal Health Information Sunnybrook participates in several shared electronic health information systems in the province including ConnectingOntario, the Ontario Laboratory Information System, the Integrated Assessment Record (IAR), to name a few. As one of many participating hospitals, Sunnybrook sends some of your personal health information to these shared systems and Sunnybrook personnel may also use these systems to access your personal health information that was contributed from other health care providers whom you may have visited.

Sharing your personal health information among your health care providers is important… Shared systems allow your health care team, who may be located at one or more healthcare facilities, to access your health information when you need care anywhere in province in a safe, secure and private manner. These systems have many patient benefits, such as: • Ensuring health service providers have the most up-to-date and complete record of your health history. • Improving the efficiency and effectiveness of care planning and the delivery of treatment to you. • Reducing the need for you to provide the same information multiple times to different care providers. • Reducing duplicate tests and procedures and improving the timeliness of care decisions. Using shared systems, authorized members of your health care team have instant and secure access to your personal health information including, but not limited to:

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• Information that allows care providers to safely identify you as their patient (e.g. name, date of birth, address, phone number, health card number, etc.) • Your personal and mental health history. • Health care services you are currently receiving or have received and how you have responded to therapies and other treatments • Medication information or results from lab tests • Emergency department visits • Hospital reports including care provider notes and letters • Diagnostic imaging reports (e.g. X-rays) • Participating community services reports

Your information is confidential and protected Sunnybrook has committed to the provincial privacy standards, policies and procedures for our access to shared systems. Sunnybrook access to your information in a shared system is restricted to Sunnybrook personnel who are providing care or supporting care for you. All Sunnybrook personnel are required to complete privacy training before viewing your shared system information. Shared system service providers and Sunnybrook monitor access to your shared system health records and will investigate any suspected inappropriate access to your personal health information.

Your privacy rights Phone: 416-.480.6100 ext. 1236

Email: privacy@sunnybrook.ca

You may contact the Privacy Office if you wish to: • • • • •

Restrict access to your personal health information in a shared system Receive copies of your information from a shared system Request a correction to your information in a shared system Know who has accessed your information in a shared system Make a privacy inquiry or complaint about any aspect of shared systems

If you have a privacy inquiry or complaint about any aspect of your personal health information or shared systems, you can also contact: Information & Privacy Commissioner of Ontario Phone: 416.326.3333 or Toll free: 1.800.387.0073 (within Ontario).

Safety & Security Balloons Please do not bring latex balloons or other latex products into the hospital as some patients may have serious allergic reactions to them.

Cellphone Restrictions Patients, staff and visitors are asked not to use cellphones in patient care areas. These phones may interfere with some patient care equipment. Their use is restricted to areas of the hospital where direct patient care is not being provided. In areas where patient care is being provided, all cell phones and walkie-talkies must be turned off at all times. If in doubt, turn off your cell phone or Walkie-Talkie and ask a staff member about restricted areas.

Critical Incident Response The Sunnybrook campus 911 equivalent is 5555. This number is reserved for life threatening or personal safety issues only. State the nature of your emergency and provide your location so that help can be dispatched to you quickly.

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Sunnybrook Health Sciences Centre

Fire Precautions Every effort is made to protect the hospital against fire. Our staff practice fire safety procedures regularly and the alarms are frequently tested. Should a real emergency exist, you will be told and a trained staff member will assist you. Fire exits are clearly marked throughout the hospital.

Fragrance Free Environment Policy Many elements in the environment can trigger or influence health and disease. In consideration of others who may suffer from chemical sensitivities and may have allergic reactions to heavy scents, we would request that you and your visitors refrain from wearing scents such as perfumes, colognes, hairspray or aftershave when at Sunnybrook.

Hospital Watch - Working together for the security of all At Sunnybrook it is the responsibility of all staff, volunteers, visitors and patients to be the “ears and eyes” of the hospital. Together we can reduce crime and make the campus a safer place.

Photo I.D. Security Badges All staff are required to wear a photo I.D. badge that includes a title description of their position and unit/department. You have the right to know who is attending to you at all times. If you’re ever unsure of a person’s identity or purpose in your room, feel free to ask them to show you their badge. Or if necessary, call a nurse for assistance.

Shops & Services Banking Machines (ATMs) • M-wing first floor • T-wing ground floor

• C-wing first floor • Between L and K-wing first floor

Barber Shop Location: K-wing, first floor

Phone: 647.802.3202

Hours: Monday to Friday 10:00 a.m. to 3:00 p.m Open to both veterans and patients. Room service is also available.

Blood Work & Specimen Collection Unit Location: M-wing, ground level, MG 202 Hours: Monday to Thursday - 8:00 a.m. to 5:00 p.m. and Fridays 8:00 a.m. to 4:30 p.m. Closed weekends and public holidays. Please arrive at least 15 minutes before closing. Patients are reminded to: • Show your Ontario Health Card and Sunnybrook Hospital card at every visit • Please be sure the specimen requisition (paper order) is kept clean, and is complete with the following information: • Full name • Required tests • Date of birth • Sunnybrook/Hospital card number • Address • OHIP card • Doctor’s name Please note: For access to your test results or if you have questions about your results, please follow up with your doctor.

Healthcare Handbook

Sunnybrook Health Sciences Centre

Blood Donor Clinics Blood. It’s in you to GIVE. Phone: 1.888.2Donate

www.blood.ca

Call to book an appointment or for more information visit the website. The Canadian Blood Services does host blood donor clinics periodically at Sunnybrook.

Diabetes Education Centre Phone: 416.480.4805

www.sunnybrook.ca/diabetes

Take an active role in your diabetes management. The Sunnybrook Diabetes Education Program (SUNDEC) offers classes as well as individual counseling by registered dietitians and diabetes nurse educators. The team helps in: • Teaching how to make healthy food choices • To incorporate exercise into your daily routine • Understanding the role of medication We offer classes in the following: • Diabetes Prevention • Type 2 Diabetes • Diabetes

• Setting realistic and achievable goals • Prediabetes • Seniors with

If you have diabetes, it may be important for you to connect with a team member upon discharge from hospital for ongoing education and support. Contact us for more information, to register for a class or to book appointment with a team member.

Dexter’s Optical Location: M-wing, first floor

Phone: 416.544.9333

Hours: Monday to Friday: 9:00 a.m. to 5:00 p.m. (late close on Wednesday’s at 8:00 p.m.) Closed on Saturdays, Sundays, and statutory holidays. Other times by appointment only.

Food Services M1Food Emporium Location: M-wing, first floor

Hours: Monday to Sunday - 7:00 a.m. to 7:00 p.m.

Features: • Extreme Pita • Pizza Pizza • The Market

• Swiss Chalet • Purblendz

Second Cup Location: M-wing, first floor

Hours: Monday to Sunday – all day

Harlequin’s Location: E-wing, first floor

Hours: Monday to Friday - 11:00 a.m. to 2:00 p.m

Features: • Teriyaki Experience • Healthy Kitchen • Grilleworks

www.sunnybrook.ca

• Pizza Pizza • Chop ‘N Top

Sunnybrook Health Sciences Centre

Tim Horton’s Location & Hours: • C-wing, first floor - Monday to Friday - 7:00 a.m. to 5:00 p.m • Sunny’s (K-wing, ground floor), also featuring Market Express • Monday to Friday - 7:00 a.m. to 6:00 p.m. • Saturday and Sunday - 8:00 a.m. to 4:00 p.m. • H-wing, ground floor - Monday to Friday 7:00 a.m. to 4:00 p.m. Starbucks served in The Fix on 6 Location: M-wing, 6th floor

Monday to Friday - 7:30 a.m. to 2:30 p.m.

Vending Machines Vending machines are located in various locations around the hospital including C1, EG, M2 and the Emergency waiting room. Pop machines are also located in these areas.

Gift Shops Owned and operated by the Volunteer Association to serve the needs of our patients, visitors and staff. All proceeds earned support Health Centre patient programs and equipment needs. Main Gift Shop Location: M–wing, first floor

Phone: 416.480.4983

Hours: • Monday to Thursday: 9:30 a.m. to 8:00 p.m. • Friday: 9:30 a.m. to 6:00 p.m. • Saturday & Sunday: 10:30 p.m. to 4:00 p.m. Large selection of wonderful items including: • Giftware • Candles and serviettes • Lingerie • Stationary, cards and stamps • Magazines • Senior/Student

• Easy listening CDs • Toiletry products • Plush toys • Gift bags • Candy & chocolates • TTC tickets are also available.

Visa, MasterCard, Amex, Interac, and cash are accepted. Gifts for patients at the Bayview Campus and the Holland Centre may also be purchased online at giftshop.sunnybrook.ca. Same day delivery is guaranteed for orders placed before 3:00 p.m. and evening orders are guaranteed for next-day delivery by 10:00 a.m. Flowers Fresh flowers & plants are available for purchase in the Main Gift Shop, and can be delivered for free to patient care units by our volunteers. Florists can deliver flowers directly to patient care units also. Please note some areas, such as Critical Care, do not allow flowers in patient rooms - Check with the Patient Care Unit first. For gift and flower deliveries, please ensure the delivery company has the following information: • Patient’s name • Patient’s room/department • Hospital campus (Bayview, Holland, St. John’s Rehab)

Healthcare Handbook

Sunnybrook Health Sciences Centre

The Artisan Market (Veterans Centre) Location: K-wing, first floor lobby Phone: 416.480.4533 Hours: Monday to Friday: 10:30 a.m. to 3:30 p.m Sunday: 1:00 p.m. to 3:30 p.m The Artisan’s Market offers: • Confectionary, Toiletries, greeting cards, stamps and TTC tickets • A wide selection of creative arts designed by Veterans including: woodworking, ceramics, paintings, and jewelry.

Specialized Geriatric Services W.P. Scott Geriatric Day Hospital (H-wing, ground floor) Phone: 416.480.6888. The Geriatric Day Hospital opened in 1973 and was one of the first programs of its kind in Canada. It is a time-limited, outpatient program that enhances independence and quality of life for seniors living in the community. A dynamic team of health care professionals design an individualized treatment program based on each patient’s goals and abilities. Sessions are provided in a friendly and supportive environment where patients are empowered to reach their goals. Regular attendance, usually once or twice a week, allows patients to gain maximum benefit from the program. Admission to the day hospital requires a referral from a family physician and assessments by a geriatrician and the Geriatric Day Hospital team. Falls Prevention Program (H-wing, ground floor) Phone: 416.480.6888. The Falls Prevention Program is offered through the Geriatric Day Hospital and provides consultation with a geriatrician and physiotherapist to assess people over the age of 65 who are having falls or are at risk of falling. This six-week, group exercise program is designed to improve strength, balance and gait and is run by a registered physiotherapist. Education sessions include information about home safety, home exercises and safe medication practices. A referral from a physician is required.

Lost & Found Location: Security Office (CG 03)

Phone: 416.480.6100 ext. 4589

There are some occasions when found items are brought to the Security Office. If you are looking for a lost belonging please inquire through the Security Office if your belonging was turned in. Please note: Sunnybrook is not responsible for patient or visitor belongings.

Mail Ask your relatives and friends to send items clearly marked with your full name and room number to: Sunnybrook Health Sciences Centre 2075 Bayview Ave. Toronto, ON M4N 3M5 A Canada Post mailbox is located at the front of M-wing, just outside the main entrance of the hospital. There is also a Canada post mail slot in D-wing and B-wing on the first floor.

Newspapers Newspaper boxes can be found outside M, E, H, K and L-wings.

www.sunnybrook.ca

Sunnybrook Health Sciences Centre

Pharmacies Ambulatory Patient Pharmacy Location: M-Wing, first floor Phone: 416.480.4502 Fax: 416.480.4503

Email: ap.pharmacy@sunnybrook.ca

Hours: Monday to Friday 8:00 a.m. to 6:00 p.m and Saturday 9:00 a.m. to 2:00 p.m. Closed Sundays and Statutory Holidays Ask us about our pharmacy services including vaccinations, compression stocking fittings, smoking cessation, home health care and more. We accept most major drug plans. Please provide any drug plan information to the receptionist when you hand in your prescription. Insurance or Ontario Drug Benefit information can also be obtained from your local community pharmacy if necessary. We also offer: • • • •

Private patient counseling Medication information sheets Medication delivery Compounding of specialized products not commercially available

Please show the pharmacy staff any medication charts, lists, and other information provided to you about your medication and care while you were at Sunnybrook. Odette Cancer Centre Pharmacy Location: Odette Cancer Centre (T-wing) first floor Phone: 416.480.4671

Fax: 416.480.7809

Hours: Monday to Friday 8:30 a.m. to 5:00 p.m. Closed weekends and holidays. The staff of the Odette Cancer Centre Pharmacy is made up of pharmacists, pharmacy technicians and pharmacy students dedicated to the care of cancer patients. Specializing in one area allows us to provide comprehensive services to patients coming through the doors of the cancer centre. These services include, but are not limited to: • Chemotherapy preparation and take home prescription dispensing • Individualized patient counseling focusing on cancer treatment and control of symptoms • Provision of specialized products and counseling for the relief of treatment side effects such as mouth sores, constipation, pain, nausea and vomiting • Providing access to expensive or difficult to find prescription drugs • Collaboration with other healthcare professionals regarding issues such as treatment decisions, clinical trials, and supportive care • Coordination of numerous special access and compassionate drug programs, where available As a pharmacy that specializes in the providing services to cancer patients and as part of your treatment team, we are aware of many of the issues that you may be facing. For these reasons, we strongly recommend that you get your cancer-related prescriptions filled at the OCC pharmacy.

Hospital Wide Memorial Service Location: McLaughlin Auditorium (EG18a) Email: memorialservice@sunnybrook.ca

Phone: 416.480.4421

When: Quarterly (January, June & September) The Sunnybrook Spiritual Care Team invites the hospital community to memorial services. The memorial service provides an opportunity for the family members, partners and friends of

Healthcare Handbook

Sunnybrook Health Sciences Centre

those who died, a chance to celebrate the lives of their loved ones along with those who cared for them in the hospital community.

Sunnybrook Centre For Independent Living (SCIL) Location: U-wing, ground floor Fax: 416.480.5975

Phone: 416.480.4261

Email: scil@sunnybrook.ca

Hours: Monday to Friday: 8:00 a.m. to 4:00 p.m. We offer a range of services including: • Prosthetics: custom made prosthetics for upper and lower limb, as well as hand and foot amputations • Pedorthics: custom foot orthotics, custom footwear, orthopeadic footwear fittings, footwear modifications • Podiatry: foot care services for common skin and nail issues, injuries and infections, diabetes and arthritis • Orthotic Services: custom splints and braces For more information, please visit SCIL on the Sunnybrook website or contact us. A referral from your physician is required.

Sunnybrook Credit Union - Western Union Wire Service Location: C-wing, basement

Phone: 416.480.4467

Hours: Monday to Friday from 9:45 a.m. to 3:00 p.m. Closed some Wednesdays The Sunnybrook Credit Union was originally founded by the employees and Veterans of Sunnybrook Veterans Hospital. One service that may be of interest to patients and family members is the Western Union wire service for those who need to send or receive money. Please call to inquire about sending a money wire.

Sunnybrook Philips Lifeline For more information or to subscribe, call the program coordinator at 416.442.5545 Philips Lifeline is a medical alert service for seniors, who need assistance as a result of a sudden illness, fall or injury. The Lifeline Service provides fast access to a trained, Response Associate at the push of a button, 24 hours a day, 365 days a year.

Volunteers Make a Difference - When It Matters Most Phone: 416.480.4129 More than 1,000 women, men and student volunteers contribute invaluable time to support the care and services provided at Sunnybrook. Volunteers work in more than 50 service areas, and also help raise funds for the hospital. They provide assistance across the facility, including the main hospital, Veterans Centre, and the Odette Cancer Centre. Services provided by volunteers include: • • • • • •

Information desks at M-wing ground and first floor Gift shop Assistance in Recreation Therapy programs for Veterans Wheelchair service Support in clinics, the Emergency Department and in family waiting areas And many more

www.sunnybrook.ca

Sunnybrook Health Sciences Centre

If you or someone you know may be interested in volunteering, please call us or visit www.sunnybrook.ca for more information.

Washrooms with Baby Change Tables Locations: • M-wing first floor near the main enterance • M1 170 • M1 172 • M1 174

Wellspring Phone: 416.480.4440

www.wellspring.ca

Wellspring is a non-profit, charitable centre located on the Sunnybrook Campus offering psychological, emotional and social support to individuals living with cancer and their families. Programs are available at no charge.

2075 Bayview Avenue K wing, ground floor Toronto, Ontario M4N 3M5 Phone: 416.480.4483

www.sunnybrook.ca

Each year, thousands of patients depend on Sunnybrook for specialized complex and critical care. Thousands more benefit from the results of our hospital’s innovative research. Sunnybrook Foundation is dedicated to helping meet the current and future requirements of research, healthcare education and new technology and facilities development that drive the care our health sciences centre provides. Our staff, community supporters and volunteers raise money through donor relations, direct mail programs and special event initiatives. This capital funds essential research and education initiatives in the Odette Cancer Centre, Schulich Heart Centre, Tory Trauma Program, Holland Bone and Joint Program, Hurvitz Brain Sciences Program, Women & Babies, and other important programs at Sunnybrook. Without the help of our committed donors like you, we would not be able to further this important research or fund education for the next generation of healthcare workers. Nor would we be able to finance essential building renovations or purchase new equipment. Donor support of Sunnybrook Foundation makes a real difference in people’s lives, and ensures our hospital will be able to continue providing the highest quality of patient care in the future. There are a number of ways you can support Sunnybrook Foundation and make a significant difference:

Make a Gift Every donation to Sunnybrook Foundation helps the hospital do more for patients through our comprehensive health-care, research and education programs.

Champions of Care You can say “thank you” to a caregiver or volunteer who made a significant difference in your Sunnybrook experience by making a donation in your Champion’s honour. Each Champion of Care will be honoured with the program’s signature leaf-shaped pin.

Healthcare Handbook

Sunnybrook Health Sciences Centre

Become a Monthly Donor With a regular and affordable monthly commitment, you can ensure that Sunnybrook’s programs are supported well into the future – and you’ll receive one consolidated tax receipt in February every year.

Tribute Giving Tribute gifts offer a wonderful and selfless way to mark a special occasion such as a birthday, anniversary or promotion with a gift that is meaningful to the giver, the recipient, and Sunnybrook.

Memorial Giving Honour the memory of a loved one, friend or business associate with a memorial gift to the Sunnybrook Foundation, and we’ll forward a special message from you to their loved ones.

Wilket Creek Society When you give $1,000 or more to support your hospital, you’ll become a member of Sunnybrook’s Wilket Creek Society, named for the beautiful river on our grounds. You’ll be among the first to find out about Sunnybrook’s latest news, innovations, as well as receive exclusive invitations to special events.

Planned Giving Leaving a legacy gift to Sunnybrook is an extraordinary statement of your generosity and your commitment to healing the future. When you make plans to leave a gift in your Will, a gift of life insurance or another vehicle, you are supporting research, treatment and care – saving lives now and providing new options to heal and save even more lives in the future.

www.sunnybrook.ca

Sunnybrook Health Sciences Centre

Community Supporters Sunnybrook Health Sciences Centre is extremely grateful to all advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by Sunnybrook Health Sciences Centre. DelSuites................................................... 42 Residence & Conference Centre...............44 Toronto Don Valley Hotel & Suites.......... 46 The Roehampton Hotel............................. 40

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Cemeteries

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Holy Cross Catholic Funeral Home.......... 43 CReATe Cord Blood & Peristem Stem Cell Bank......................... outside back Progenics Cord Blood Cryobank.............. 45

Funeral Services

Custom Comfort.......................................44 Soft Touch Mastectomy............................ 38 Achieva Health.......................................... 40

Rehabilitation

Achieva Health.......................................... 40

Affordable Burial & Cremations.............. 39 Bernardo Funeral Home........................... 39 Holy Cross Catholic Funeral Home.......... 43

Retirement Residences & Communities

Home Health Care Services

Senior Care

Circle of Care............................................ 40 Home Instead Senior Care........................44 Meridian Home Health Care Services...... 39 Premier Homecare Services...................... 46 Senior Homecare by Angels..................... 39 Spectrum Health Care............................... 47

M A S T E C T O M Y

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Transportation Services

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M A S T E C T O M Y

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Healthcare Handbook

2018 1

Accommodations

Sunnybrook Health Sciences Centre

The Affordable Uncomplicated Option 65 Years of Serving the GTA

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• Home, Hospital or Nursing Home Support • Alzheimer/Dementia/Parkinson /Diabetes/Cancer Care • Provider for Veteran Independent Program • Weekends/Holidays • Temporary or Long Term • Day/Night - Live-in/Live-out

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www.sunnybrook.ca

Sunnybrook Health Sciences Centre

MIDTOWN TORONTO COMPLIMENTARY BREAKFAST 109 GUESTROOMS & SUITES

Welcome to The Roehampton Hotel At The Roehampton Hotel, providing an outstanding guest experience is our highest priority. We believe our guests should be comfortable, relaxed and worry-free when they stay with us. Whether our guests stay for a night or a week, we know the hotel is a temporary home away from home!

PATIENT & FAMILY RATES FROM $147

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It’s good to be home.

Circle of Care provides quality support for living comfortably and independently at home • Personal Support • Adult Day Program for Seniors with Dementia • Transportation • Visiting Hospice Let us help • Kosher Meals on Wheels you transition • Caregiver Support from hospital • Exercise & Falls Prevention Classes to home • Other Specialized Care Solutions

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Do you need a ride?

Safe, affordable, door-to-door transportation • Scheduled rides • Fares based on distance – no running meter • Wide service area, including downtown Toronto hospitals • Clean, comfortable vehicles; friendly, trained drivers We will • Monthly billing (subsidies may be drive you to available) your follow-up • Online ride requests via our website appointments irideplus.com

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Healthcare Handbook

Physiotherapy services Covered by OHIP, MVA and Private Insurance

Physiotherapy Services Available: •

Arthritis and Osteoporosis Programs

•

Post Surgical Rehab Programs

→ Total Hip and Knee Replacements •

Knee and Shoulder Injury Programs

•

Strengthening & Balance Programs

•

Senior Fitness Programs

•

Falls Prevention Programs

•

Strain and Sprain Programs

•

Neck and Back Pain Programs

•

Work Related Injury Programs (covered by WSIB)

•

Car Accident Programs (covered by MVA Insurance)

Affiliated with the University of Toronto EGLINTON & BAYVIEW

355 Eglinton Ave. E. Toronto, Ontario M4P 1M5

Tel: 416.489.8888

www.sunnybrook.ca

BAYVIEW & SHEPPARD

137 Willowdale Ave. North York, Ontario M2N 4Y3

Tel: 416.512.8888

SHEPPARD & VICTORIA PARK

MILLWOOD & OVERLEA

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Tel: 416.441.1222

2967 Sheppard Ave. E. Toronto, Ontario M1T 3J5

28 Overlea Blvd. Toronto, Ontario M4H 1B6

We’re here for you. When someone you love needs support, it’s important to be close by. Located near major hospitals and transit systems, DelSuites furnished accommodations provide a convenient and comfortable place to stay. 10% Off Medical Stays. 1-3 bedrooms / Housekeeping / Healthcare services / Recreational facilities / Fully equipped kitchens

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THE TRIDEL GROUP OF COMPANIES. EXPERIENCE IN NUMBERS.

©Tridel 2017. ®Tridel, “D” design, Tridel Built for Life, Tridel Built for Life Design, and Built Green. Built for Life are registered Trademarks of Tridel Corporation. Project names and logos are Trademarks of their respective owners. Illustrations are artist’s concept only. All rights reserved. E.&O.E. June 2017.

delsuites.com

Sunnybrook Health Sciences Centre

Canterbury Place is more than just a place to live, it's a place to enjoy life and call home! At Canterbury Place, we believe that inspiring our residents and supporting their mind, body and spirit opens the door to achieving better health and well-being. Full calendar of social & recreation activities Three freshly meals daily I Weekly housekeeping & laundry Ă&#x20AC; la carte care services available I And much more

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Who Better Understands the Loss of a Loved One? Located on the grounds of Holy Cross Catholic Cemetery, families can arrange all of their funeral, burial and cremation needs in one convenient location. We are dedicated to providing Catholic families with compassionate care consistent with the values of our faith.

Let us be there for you.

HOLY CROSS CATHOLI C FUN ERAL HOME 211 LANGSTAFF ROAD EAST | THORNHILL, ON

905-889-7467

catholic-cemeteries.com

www.sunnybrook.ca

Sunnybrook Health Sciences Centre

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To you, it’s about making the right choice... To us, it’s highly personalized care. If you, or a loved one, needs a few hours a week of support, or more comprehensive assistance, Home Instead Senior Care can help. • Homemaking • Overnight Care • Alzheimer/Dementia Care • Supportive Care • 24-Hour Care • Palliative Care Call for a free, no-obligation appointment:

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Healthcare Handbook

Sunnybrook Health Sciences Centre

www.sunnybrook.ca

Sunnybrook Health Sciences Centre

The right care where you need it most Personalized care in hospital and help with maintaining your independence at home • • • •

Pre & Post Surgery Care Hospital Sitting Respite & Palliative Care Alzheimer’s & Dementia Care

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THE TORONTO DON VALLEY & SUITES provides the comforts of home

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while you stay with us. All of our Traditional Rooms come with either two double beds or one king bed and stunning green space vistas. Our guests enjoy complimentary wireless internet, indoor & outdoor pools, sauna, steam room, and fitness centre.

Healthcare Handbook

Sunnybrook Health Sciences Centre

ALWAYS WITH YOU

Spectrum Health Care offers a range of customized services to help you at every step of your recovery. Patient Transportation Wheelchair and stretcher transportation to and from the hospital Transportation to rehab, medical imaging and other care facilities Dialysis transfers

Home Health Care Personal support workers to help with recovery at home Post-surgery and wound care nursing services Escorts to medical appointments and errands In-home foot care

Senior Care Hospital bedside companion Friendly drop-in visits at home Live-in assistance and overnight services Driver assistance for appointments & errands House cleaning

1.844.339.8638 S P E C T R U M H E A LT H C A R E . C O M

www.sunnybrook.ca

CReATe’s EXCLUSIVE service

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