UHN Patient Service Guide

Spring 2021 www.uhn.ca

Patient Service Guide Welcome to

Help us keep everyone safe during the pandemic

metres

Stay 2 metres apart

Clean your hands

Wear a medical mask We give you a medical mask when you enter the hospital

H

H

Answer screening questions

Patients with appointment only

We ask everyone the same questions before they are allowed to enter the hospital

Pre-approved visitors are allowed to enter

Washrooms for patients with appointments, their essential care partners and TeamUHN only Ask us for information on other washrooms nearby

We are here for you Ask us if you need help

Welcome to the University Health Network (UHN)

UHN at a Glance UHN cares for patients across 4 centres and 9 hospital sites: Princess Margaret, Toronto General, Toronto Western, Lakeside Long-term Care and 5 Toronto Rehab locations.

UHN’s Purpose Transforming lives and communities through excellence in care, discovery and learning.

Our Primary Value and Above All Else The needs of patients come first.

Values Safety, Compassion, Teamwork, Integrity, Stewardship

Teaching Hospitals As one of Canada’s largest teaching hospital networks, UHN is home to the Michener Institute of Education and part of the University of Toronto.

UHN also partners with other schools around the world to support learners as partners in care.

You will meet people who are training to be medical doctors, nurses, dietitians, physical therapists and many other professions. They are supervised and guided by UHN health care professionals to make sure you receive excellent care.

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Locations Visit https://www.uhn.ca/OurHospitals to find more information about each location, such as directions, building floor plans and available services.

Lakeside Long-term Care 150 Dunn Avenue Toronto, ON M6K 2R7

Toronto General Hospital 200 Elizabeth Street Toronto, ON M5G 2C4

Toronto Rehab – Rumsey Centre (Neuro) 345 Rumsey Road Toronto, ON M4G 1R7

Michener Institute 222 St. Patrick Street Toronto, ON M5T 1V4

Toronto Rehab – Bickle Centre 130 Dunn Avenue Toronto, ON M6K 2R7

Toronto Rehab – University Centre 550 University Avenue Toronto, ON M5G 2A2

Princess Margaret Cancer Centre 610 University Avenue Toronto, ON M5G 2M9

Toronto Rehab – Lyndhurst Centre 520 Sutherland Drive Toronto, ON M4G 3V9

Toronto Western Hospital 399 Bathurst Street Toronto, ON M5T 2S8

Toronto Rehab – Rumsey Centre (Cardiac) 347 Rumsey Road Toronto, ON M4G 1R7

Contact Information Main Line

Toronto General: 416 340 4800

Toronto Western: 416 603 5800

Princess Margaret: 416 946 4501

Toronto Rehab: 416 597 3422

Department

Contact information

Health Records Services

416 946 2000 extension 4711 healthrecordservices@uhn.ca

Indigenous Health Program

IndigenousHealth@uhn.ca

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Department

Contact information

Information Desks

Toronto General: 416 340 4800 extension 4570 Toronto Western: 416 603 5800 extension 5702 Princess Margaret: 416 946 4559 Toronto Rehab – University Centre: 416 597 3422 extension 3106

myUHN Patient Portal

416 340 3777 myUHN@uhn.ca

Parking (Standard Parking Services)

416 595 7136 parking@uhn.ca

Patient Relations

416 340 4907 patientrelations@uhn.ca

Patient & Family Learning Centres

416 603 6277 tgpen@uhn.ca

Privacy

416 340 4800 extension 6937 privacy@uhn.ca

Outpatient Pharmacies

Toronto General: 416 340 4075 Toronto Western (Shoppers Drug Mart Pharmacy): 416 603 5800 extension 5686 Princess Margaret: 416 946 6593 Automated Prescription Renewal Hotline: 416 946 6593 Immunodeficiency Clinic Pharmacy at Toronto General: 416 340 5207 Transplant Outpatient Pharmacy at Toronto General: 416 340 4415

Security (Lost and Found)

Toronto General, Toronto Western, Princess Margaret: 416 340 4111 Toronto Rehab: 416 597 3422 extension 3070

Spiritual Care

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416 597 3014

Table of Contents Here is the information you can find in this guide and where you can find it: Your Care During the COVID-19 Pandemic

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Before Coming to UHN, What to Expect When You Arrive, Changes to Hospital Services, Information About COVID-19

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Being a Patient at UHN

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Keeping You Safe During Your Care

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Giving Back

Your Role In Your Care, Our Role In Your Care

Accessibility, Environmental Safety

Volunteer, Participate, Donate

PLEASE NOTE: We are constantly changing to meet your needs.

The information presented here may change. Please call to confirm details.

To provide feedback or for more information about this document, please contact UHN Patient Education & Engagement at pfep@uhn.ca.

www.uhn.ca • www.uhnpatienteducation.ca

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Your Care During the COVID-19 Pandemic We continue to provide patients with the best care possible during the COVID-19 pandemic.

You may notice some changes when you come to the hospital. We have made these changes to lower the risk of spreading COVID-19. Read this section to find information on: • what you need to know before coming to UHN • what to expect when you arrive at the hospital • what hospital services are available during the pandemic • where to find more information about COVID-19

The information in this Guide is accurate as of June 2021. Information about COVID-19 and hospital policies can change quickly. Call your health care team or visit www.uhn.ca/covid19 for the most up-to-date information.

Before Coming to UHN Limits on who can enter the hospital UHN is limiting who can enter the hospital or visit on hospital property to lower the risk of spreading COVID-19 to patients and the staff who care for them. COVID-19 spreads more easily when people gather in groups, even outside.

During the pandemic, only patients with appointments can enter the hospital or visit on hospital property.

• Please do not come to UHN unless you have an appointment or you are going to the Emergency Department.

• Although family, friends and the people who support you cannot come with you into the hospital, we do our best to include them in your care.

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We may allow a patient to bring a support person with them if their safety is affected by being at the hospital by themselves. We call these support people Essential Care Partners. All Essential Care Partners must be approved by a UHN manager before coming to the hospital.

Learn more about who can enter the hospital and Essential Care Partners at https://www.uhn.ca/PatientsFamilies/Health_Information/Health_Topics/ Documents/Limits_On_Who_Can_Enter_UHN_During_COVID19.pdf

Patient entrances Certain hospital entrances are closed to patients. To find out what entrance to use at each hospital, visit https://www.uhn.ca/covid19#enter or call the hospital’s Information Desk.

If you have symptoms or were exposed to COVID-19 If you have symptoms or were exposed to COVID-19, call your clinic before coming to the hospital. It is very important that we know about these symptoms or risks so we can take precautions to keep you, other patients and staff safe.

Depending on your situation: • your clinic may reschedule your appointment.

• your clinic may recommend you keep your appointment. Patients with symptoms or risks of COVID-19 are allowed in the hospital to go to an appointment. Please follow all the safety precautions your health care team asks you to.

Virtual visits When safe to do so, your health care team may offer you a virtual visit.

Instead of meeting in person at the hospital, you speak with your care team using a regular phone, smartphone, tablet or computer.

If during a virtual visit your care team feels they need to see you in person, they will discuss your options and next steps with you.

Phone or video visits may appear as “Telephone Appointment”, “TELE-OTNINVITE” or “MS TEAMS” in myUHN Patient Portal.

Learn more about virtual visits at https://www.uhn.ca/PatientsFamilies/Virtual_Care

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What to bring to an appointment Bring these items every time you come to the hospital: health card (OHIP card) all the medications you take or a list of them, including vitamins, herbal and natural products your health care insurance card or drug card any aids you need, such as a walker, glasses, or hearing aid snacks and water cellphone, tablet, or paper and pen to take notes information about your allergies, family health history and your medical conditions a list of questions for your health care provider

What to bring if you are staying in the hospital overnight Ask the staff in your unit if there are special instructions on what to bring.

Most of the time you will need to bring: socks and underwear non-skid or rubber soled slippers or shoes pajamas scent-free toiletries such as a toothbrush, toothpaste, face soap personal appliances, such as a hair dryer or electric razor books or magazines cellphone, tablet or laptop and headphones any other items your health care team has asked you to bring

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What to Expect When You Arrive

We have many policies in place to limit the spread of COVID-19 and keep you, other patients and staff safe.

Entrance screening UHN staff are at each hospital entrance to screen everyone who enters the building. When you arrive at the hospital: • Speak to entrance screening staff. Answer their questions about your health, symptoms and COVID-19 risks. or • Use the UHN online screening tool at https://uhnpatientscreen.ca to answer screening questions before you enter the building. Show the final screen to entrance screening staff.

It is very important that we know about COVID-19 symptoms or risks so we can take precautions to keep you, other patients and staff safe.

Learn what to expect during your appointment if you have symptoms of or were exposed to COVID-19 at https://www.uhn.ca/PatientsFamilies/ Health_Information/Health_Topics/Docu ments/What_Expect_Appointment_ Symptoms_Exposed_COVID-19.pdf

Universal masking Entrance screening staff give you a medical mask when you arrive at the hospital. They will explain how to put it on properly. For everyone’s safety, please wear this medical mask while in the hospital. Keep the mask on and covering you nose, mouth and chin at all times.

Find more information at https://www.uhn.ca/PatientsFamilies/Health_ Information/Health_Topics/Documents/Universal_Masking_FAQ.pdf

Hand hygiene You must clean your hands when you enter the hospital, and before and after putting on the medical mask. Clean your hands often while in the hospital.

Physical distancing Stay at least 2 metres (6 feet) away from other people as much as possible.

Follow directions from staff, wall signage and floor markers.

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How to Put on a Mask Clean your hands before touching the mask.

Check that the bendable stripis at the top. The white side should be facing you.

Front (blue side)

Top edge (blue bendable strip) Inside (white side)

Hold the mask by the ear loops Place each loop around each ear.

Gently pinch the stiff edge on the top of the mask around your nose.

Pull the bottom of the mask over your chin.

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Clean your hands after putting on your mask.

Change your mask every day, or if it gets wet or dirty.

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Changes to Hospital Services

Most hospital services are available during the pandemic, but expect some service changes.

The hospital services listed below are available at all UHN locations. Call the Information Desk for information on services that are only available at certain hospital locations.

Bioethics Services When values conflict or goals are uncertain, ask about our Bioethics Consultation Service to help patients, families, and staff agree on a decision or a plan of care.

A bioethicist can help you and your care team make difficult decisions about your care. We can help you identify problems, make issues clearer, explore care options and set goals and plans.

Anyone can ask to have a Bioethics Consultation Service including patients, families and staff. Bioethics services are confidential and free.

• Toronto General: 416 946 4501 extension 8607 • Toronto Western: 416 603 5800 extension 2521 • Princess Margaret: 416 340 4800 extension 2710 • Toronto Rehab: 416 597 3422 extension 3972 or extension 7611 • Transplant: 416 946 4501 extension 5527 • Director of Bioethics: 416 340 4800 extension 6625 • Bioethics Admin. Coordinator: 416 340 4800 extension 3908 UHN Bioethics Services are available Monday to Friday from 8:00 am to 5:00 pm. For urgent after-hours & weekend support, call Locating at 416 340 4800 extension 3155 and ask for the Administrator on Site. They will contact the Bioethics Director as needed.

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Centres for Spiritual Reflection There are Centres for Spiritual Reflection at all our hospitals. During the pandemic, they are open for private prayer and meditation from 6:00 am to 10:00 pm.

• Toronto General: 1st floor, Peter Munk Muslim prayer room: 1st floor, Gerrard Wing, room 557 • Toronto Western: 7th floor, Fell Pavilion, near the elevators Muslim prayer room: 8th Floor, McLaughlin Wing, room 437 • Princess Margaret: Main floor, room 1-909 • Toronto Rehab - Lyndhurst Centre: 1st floor, room 194 • Toronto Rehab - Bickle Centre: room 204 • Toronto Rehab - University Centre: 6th floor, East wing, room 6-204

Discount parking pass UHN offers frequent patients and visitors discounted parking passes at Toronto General and Toronto Western parking lots. Passes allow for in-and-out privileges over 24 hours, and are transferable between patients and visitors. Call or ask at the Information Desk for more information about discount parking passes.

Emergency Departments If you have an emergency, you can visit the Emergency Department at Toronto Western or Toronto General. You must enter through the Emergency Department entrance. You do not need an appointment.

UHN Emergency Departments are also offering virtual visits. Learn more about Emergency Department virtual visits at https://www.uhn.ca/ PatientsFamilies/Visit_UHN/Emergency/Pages/ED_Virtual_Visits.aspx

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Food courts and coffee shops Food court restaurants and coffee shops are open.

Seating areas are closed when indoor restaurant dining is not allowed. When the seating areas are closed: • pick up your food and eat it in your hospital room if you are staying at the hospital overnight • please wait until you can leave the hospital to eat if you are an outpatient or an Essential Care Partner

If you are not able to wait, please do not take off your mask to eat or drink in a clinic waiting room or while visiting an inpatient room. You may only take your mask off to eat or drink if you are in an area where you can be at least 2 metres (6 feet) away from other people.

Indigenous Health Program We are an Indigenous-led program here to provide advocacy and support to First Nations, Inuit and Métis patients and their families. We welcome all questions, comments and concerns and strive to ensure that you feel supported while receiving care at UHN. To connect, please email IndigenousHealth@uhn.ca (no referral required).

Information Desks Information Desks are at the main entrances. The staff there can help direct you to the elevators, accessible washrooms or tell you the best way to get to where you are going.

• Toronto General: 416 340 4800 extension 4570 • Toronto Western: 416 603 5800 extension 5702 • Princess Margaret: 416 946 4559 • Toronto Rehab – University Centre: 416 597 3422 extension 3106

Internet access UHN has free wireless Internet access available in most areas. Bring your own smartphone, tablet or laptop and look for the Guest Wireless Network on your device’s Wi-Fi settings.

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Interpretation and Translation Services We provide professional medical interpretation for patients and families who prefer to speak in a language other than English during appointments. We offer in person, telephone and video interpretation. Ask your health care team to arrange an interpreter.

Lost and Found If you have lost an item or want to report a found item, please call Security.

• Toronto General, Toronto Western or Princess Margaret: 416 340 4111 • Toronto Rehab: 416 597 3422 extension 3070 You can turn in found items to any hospital staff member. They will send it to the Security office for safekeeping. Unclaimed items are held for up to 30 days.

Outpatient pharmacies Outpatient pharmacies are open to pick up prescriptions. Call the pharmacy for more information.

• Toronto General: 416 340 4075 • Toronto Western (Shoppers Drug Mart Pharmacy): 416 603 5800 extension 5686 • Princess Margaret: 416 946 6593 Automated Prescription Renewal Hotline: 416 946 6593 • Immunodeficiency Clinic Pharmacy at Toronto General: 416 340 5207 • Transplant Outpatient Pharmacy at Toronto General: 416 340 4415

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Patient Accounts and Billing You may need to pay for some of the health care services that you receive at UHN. As best as possible, we let you know about any costs before and discuss your payment options with you. Tell your health care team what your OHIP coverage is and if you have any extra insurance coverage.

You can pay your account: • On the UHN website: Go to www.uhn.ca, then type “pay your account” in the search box. Click “pay online”.

• By mail: Send your payment to Accounts Receivable - UHN 200 Elizabeth Street Toronto, ON MSG 2C4 • In person: Go to a UHN Cash Office. You may pay by cash, debit or credit card. The Cash Office is open from 8:30 am to 3:00 pm.

There are Cash Offices at Toronto General, Toronto Western, Toronto Rehab – University Centre, Toronto Rehab – Lyndhurst Centre and Toronto Rehab – Bickle Centre. Ask at the Information Desk or a member of your health care team for the Cash Office location nearest you.

• Through online or telephone banking: Select “University Health Network” and enter your MRN or SAR from your invoice.

Patient & Family Learning Centres Patient & Family Learning Centres at UHN have reliable health information on a variety of health topics and in different languages. We have professionally trained library staff to help you search for information. Our services are free.

The Patient & Family Learning Centres are closed to visitors during the pandemic. We continue to offer our services by phone or email. Call us at 416 603 6277 or email tgpen@uhn.ca.

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Personal item drop-off for inpatients Your family or friends can drop off items you need during your stay, such as: • clean clothes • a smartphone, tablet, e-reader, headphones or charger • reading glasses, dentures, hearing aids, wheelchair or walking aid (cane, walker) • personal care items such as a toothbrush, hairbrush or face soap • small personal items such as a photo, book or magazine • a personal letter, note or greeting card • Princess Margaret only: food deliveries Please do not bring: • valuable items such as jewellery • flowers • latex balloons • food for patients staying at Toronto General, Toronto Western or Toronto Rehab Hospital staff collect these items at the entrance. The person dropping off an item fills out an information slip with your name and the unit you are staying in. Hospital staff bring the item to you.

• Limit the number of personal items you have at the hospital. Having fewer personal items lowers the chances of COVID-19 spreading and keeps your area easy to clean.

• If possible, please limit the number of times you have items dropped off at the hospital.

Porters Support staff may work with your health care team to lift and transport you in a safe and respectful manner. We arrange porter transportation as needed.

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Security Hospital security officers are on duty at all times.

All hospital staff need to wear an identification badge showing their name, job title and department. If you notice any suspicious individuals, call hospital security and tell a member of your health care team.

• Toronto General, Toronto Western or Princess Margaret: 416 340 4111 • Toronto Rehab: 416 597 3422 extension 3070

Social workers and discharge planning for inpatients Some patients may need extra services to help with recovery after their hospital stay. A social worker can help you plan what you need at your next location or residence. They can also provide you with a list of community services that you can contact on your own.

For more information about discharge planning, ask your care provider to refer you to a social worker.

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Information About COVID-19 For information about COVID-19 • UHN’s COVID-19 information page: Find the most up-to-date information on UHN policies and service changes during the pandemic.

Website: www.uhn.ca/covid19 • COVID-19 Resource Guide by UHN Patient & Family Learning Centres: Access the latest reliable information gathered by our Information Specialists about COVID-19 and your health. Includes articles, videos, webinars, podcasts, and health and wellness apps.

Website: https://guides.hsict.library.utoronto.ca/covid19patientlibrary • COVID-19 in Ontario: Information about symptoms, testing, prevention and how Ontario is responding from the Government of Ontario.

Website: https://covid-19.ontario.ca

For support programs and services • 211 Ontario: 211 Ontario is a telephone helpline and online database of Ontario’s community and social services. The service is free and confidential. It is available whenever you need support.

Phone: Dial 2-1-1 from a telephone or cell phone Website: http://www.211ontario.ca

For vaccine information • Maad’ookiing Mshkiki | Sharing Medicine: First Nations, Inuit & Métis perspectives and knowledge sharing on COVID-19 vaccines.

Website: https://www.uhn.ca/COVID19_Vaccine/Pages/indigenous_ vaccine_education.aspx • How to book a vaccine appointment in Ontario Website: https://covid-19.ontario.ca/book-vaccine/

18 www.uhnpatienteducation.ca 18 Your During COVID-19 Pandemic BeingCare a Patient at the UHN

Being a Patient at UHN At UHN we partner with you to give you the best care possible. Read this section to learn about your role in your care and what to expect from UHN staff.

Your Role In Your Care You are an important member of your health care team Let us know what is important to you and how you want to be involved in your care.

We respect and support your right to make informed choices about your care.

We work with you to set goals, make decisions and plan treatments that meet your needs and preferences.

Tell your health care team about your goals and values We want to respect your goals and values. Telling us what they are is the best way to make sure this happens. It is important to speak up if you feel your goals and values are not being respected.

Learn about your condition and treatment To find reliable and up-to-date health information: • Contact the Patient & Family Learning Centres at 416 603 6277 or email tgpen@uhn.ca. The Patient & Family Learning Centres are closed to visitors during the pandemic.

• Go to www.UHNPatientEducation.ca to browse health information online.

See your appointment schedule and results online Sign up for myUHN Patient Portal to see your UHN appointments, get appointment reminders and see your results as soon as they are ready.

For more information or to register, call myUHN Patient Portal at 416 340 3777 or email myUHN@uhn.ca.

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Get the information you need during hospital visits Prepare before your hospital visit: • Keep track of your questions by writing them on paper or in your cellphone. Bring the list of questions with you so you don’t forget to ask them.

• Bring all your prescription and non-prescription medicines with you in the original bottles. Be sure to bring any vitamins, herbal and natural products you take.

During your hospital visit: • Ask your health care team if you can call your caregiver or family member so they can join your appointment. Use the speakerphone so everyone can hear each other.

• Tell your health care team about past illnesses, about any new or different symptoms you have and if you have ever had an allergic reaction to any food or medicine.

• Ask questions. Tell your health care team if you don’t understand their answers. Ask them to use common words.

• Repeat the main points back to your health care team to be sure you understand.

• Make sure you know the answer to these questions before the visit ends: What is my main problem?

What do I need to do?

Why is it important for me to do this?

Ask what happens after the visit.

Ask who to contact if you have any questions.

Let us know how we’re doing Patient Relations is here to support you through your experience at UHN. Whether you have questions, a complaint, a suggestion or a compliment, we’d like to hear your feedback. We can speak with any patient, family member or visitor of UHN. Call Patient Relations at 416 340 4907 or email patientrelations@uhn.ca.

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Our Role In Your Care We provide care that honours what is important to you Everyone at UHN works to provide care that meets your needs and matches your priorities.

We do our best to follow the 5 core values of the UHN Patient Declaration of Values: 1. Respect and dignity 2. Empathy and compassion 3. Accountability 4. Transparency 5. Equity and partnership These core values were developed after speaking to many patients and families about what is most important to them.

Learn more about the UHN Patient Declaration of Values at https://www.uhn. ca/corporate/AboutUHN/Quality_Patient_Safety/Pages/patient_values.aspx

We keep track of your care at UHN We collect and record information about you each time you visit the hospital.

We keep this information in your UHN health record.

You have the right to see your UHN health records. You can: • Sign up for the myUHN Patient Portal. myUHN may not show all of your appointments and results. Call myUHN at 416 340 3777 for more information or to register.

• Request a copy from Health Records by calling 416 946 4501 extension 4711. You will need to fill out a disclosure of medical record information form. There is a fee.

We do our best to keep your information up-to-date and accurate. Talk to your health care provider if you feel there is inaccurate or incomplete information in your health record. You can also contact Health Record Services at healthrecordservices@uhn.ca or 416 946 2000 extension 4711.

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We coordinate your care across health professions A team of health professions work together to care for you. Whenever you meet someone, ask their name, what they do (their profession) and why they are seeing you.

Each profession has special skills and knowledge to fulfill your care needs.

Below are some examples of professions you may meet and how they may care for you.

Attending Physician (Doctor) The doctor in charge of your care at the hospital. They oversee your care team.

Occupational Therapist Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

Bioethicist Helps you make difficult decisions about your care.

Pharmacist Makes sure you get the right medicine and gives you information about it.

Fellow or Resident A doctor who is doing special training.

Physiotherapist Helps you plan how to be more independent by building your strength, balance and coordination.

Medical Imaging Technologist (such as sonographer or radiological technologist) Takes pictures of your body using different kinds of tests.

Medical Interpreter Helps you communicate with your health care team if you prefer to speak a language other than English.

Nurse Helps plan and keeps track of your care and teaches you about your illness or injury.

Nurse Practitioner A specially qualified nurse who can order tests, prescribe medicines, and do health assessments.

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Registered Dietitian Helps you choose the right food for your needs.

Respiratory Therapist Treats patients with breathing problems.

Social Worker Helps you manage your feelings, relationships and money needs.

They may help you plan for when you go home.

Speech-Language Pathologist Helps you with problems talking or swallowing.

Spiritual Care Professional Helps you find meaning in your illness and deal with loss and grief.

We confirm who you are to provide safe care We ask your name and date of birth or medical record number (MRN) each time you get medication, a blood test, an x-ray, or other test. We do this to make sure the correct patient is getting the correct treatment.

We keep your information private We are committed to protecting your privacy. UHN staff are only allowed to access your health record when it is necessary for your care.

With your permission, we may share your health information with: • people you choose to share it with, such as your family member or a lawyer • other health care providers who care for you, such as your family doctor or a specialist Sometimes we must share your health information with outside agencies, for example health regulatory agencies (such as the Ontario Ministry of Health and Long Term Care) or public authorities (such as Toronto Public Health).

Unless you have told us not to, we may also share basic information about you with: • UHN Foundations (please call 416 946 2114) • If you are staying in the hospital: Visitors and callers so they can reach you during your stay.

Faith representatives from the community who may visit you during your stay.

If you have any questions about how we keep your information private, please contact the Privacy Office at 416 340 4800 extension 6937 or privacy@uhn.ca.

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Keeping You Safe During Your Care Accessibility Accessibility needs Let your health team know if you have accessibility needs before coming to the hospital. They will arrange the support you need.

Accessibility needs may include help getting around the hospital or communicating with your health team.

If you have questions or concerns about accessibility at UHN, email accessibility@uhn.ca or visit www.uhn.ca/corporate/AboutUHN/Accessibility

Service animals A service animal is a working animal that is specially trained to support people with disabilities. They are not household pets.

Your service animal is welcome to come with you to your UHN visit.

Your service animal can be brought into any area where allowed by the UHN Infection Prevention & Control Department.

If you need to stay overnight at the hospital, hospital staff will make plans to help care for your service animal during your stay.

Wheelchairs and walking aids You are welcome to bring your own wheelchair or walking aid such as a cane, walker or mobility scooter.

You can find wheelchairs near the entrances or Information Desks at each hospital. Ask at the Information Desk if you need help finding a wheelchair.

Accessible parking There are wheelchair accessible parking spaces at the main entrances to parking lots and near elevators in parking garages. You will have to pay the parking fee.

All parking meters and spaces are monitored 24 hours, 7 days a week. If you have specific questions about accessible parking, call Standard Parking Services at 416 595 7136.

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Driving services: TTC Wheel-Trans TTC Wheel-Trans provides a safe and reliable transit option for people with disabilities. You may be eligible for Wheel-Trans service if your disability prevents you from using regular transit services. The cost of a Wheel-Trans ride is the same as a regular TTC fare.

You must be registered with TTC Wheel-Trans to use this service. To register, call Wheel-Trans at 416 393 4111 (TTY 416 393 4555).

Wheel-Trans pick-up and drop-off locations at UHN are: • Toronto General Hospital: Gerrard Street entrance • Toronto Western Hospital: Nassau Street entrance • Princess Margaret Cancer Centre: Murray Street entrance • Toronto Rehab – University Centre: Elm Street entrance • Toronto Rehab – Bickle Centre: Main entrance • Toronto Rehab – Lyndhurst Centre: Main entrance • Toronto Rehab – Rumsey Centre: Main entrance To find out more about taking Wheel-Trans to UHN, go to https://www.uhn.ca and type “Wheel Trans” in the search box.

Visit the TTC’s website to learn more about Wheel-Trans at www.ttc.ca/WheelTrans

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Environmental Safety at the Hospital Cameras and recording devices To protect everyone’s privacy, do not take pictures, videos or audio recordings while at the hospital.

Cellphones You can use your cellphone in most areas of the hospital. You must turn off your cellphone in some areas for safety reasons. Look for signs that tell you where and when your cellphone must be turned off.

Fire safety Staff practice fire safety procedures regularly, so don’t worry if you hear a fire alarm. Trained staff help immediately if there is an emergency. Fire exits are clearly marked throughout the hospital.

Scent-free environment Do not use scented products when at the hospital. Strong perfumes or scents can cause serious allergic reactions in some people. Scented products include fragrances, perfumes, shampoos, conditioners, hairsprays, deodorants, colognes and aftershaves.

Smoke-free environment It is against the law to smoke anywhere at UHN - inside, outside, or in parking garages. If you smoke on UHN property, you can be fined up to $5,000, and UHN could be fined $300,000.

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Giving Back Volunteer

UHN volunteers help patients, families and visitors by assisting staff when extra help is needed. If you are a caring, positive and helpful person, become a member of TeamUHN. Contact Volunteer Resources at volunteering@uhn.ca for more information.

Participate Become a Patient Partner UHN is looking to engage with patients and family caregivers to help improve care and service.

The Patient Partner program: • recruits and prepares UHN patients and family caregivers in the role of a Patient Partner • matches Patient Partners to collaborate with leaders and staff on UHN initiatives by participating in committees, hiring panels, focus groups or sharing your story and care experience • provides supportive education and skill-building opportunities.

For more information on becoming a Patient Partner, call 416 340 5085 or email patientexperience@uhn.ca.

Join the Virtual Patient Focus Group The Virtual Patient Focus Group is a group of UHN patients and caregivers who provide feedback on hospital projects by filling out online surveys.

To join the Virtual Patient Focus Group, call 416 340 5085 or email patientexperience@uhn.ca.

www.uhn.ca • www.uhnpatienteducation.ca

27

Donate UHN Foundation 416 603 5300 UHNfoundation.ca

UHN Foundation raises funds for research, education and the enhancement of patient care at Toronto General and Toronto Western hospitals, Toronto Rehab and The Michener Institute of Education at UHN. The hospitals are home to some of the world’s most driven and talented health leaders, with specialization in a range of program areas including cardiac, neuro, vision, arthritis, transplant, mental health, diabetes, regenerative medicine and so much more. Donor support fuels the pursuit of new knowledge that is making lives better and helping to build a healthier world.

UHN Foundation is an amalgamation of Toronto General & Western Hospital Foundation and Toronto Rehab Foundation.

Princess Margaret Cancer Foundation The Princess Margaret Cancer Foundation

416 946 6560 thepmcf.ca

28 Giving Back

The Princess Margaret Cancer Foundation is dedicated to achieving its vision: To Conquer Cancer. The Foundation’s purpose is to raise and steward funds to deliver breakthrough research, exemplary teaching, and compassionate care at Princess Margaret, one of the top 5 cancer research centres in the world.

Advertiser Index Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Accommodations

Respite Care

Alzheimer Care

Retirement Homes

Home Care

Senior Care

DelSuites............................................................. 31 Home Care Assistance...................................... 30 Active Pro Nursing & Homecare Inc. .............. 30

Home Health Care

Home Care Assistance...................................... 30 Delmanor............................................................ 32 ParaMed Inc. ...................................................... 32 Seniors for Seniors......................................... OSB

Always Care Nursing and Community Care Agency Ltd. ........................................................ 29 Home Care Assistance...................................... 30 Home Instead Senior Care................................ 30 ParaMed Inc. ...................................................... 32 Senior Home Care by Angels............................ 33 Spectrum Health Care.................................... OSB VHA Home Health Care..................................... 33

Home Health Care Supplies

MED+ & Medical Equipment Distribution....... 33

Home Modification

ALWAYS CARE NURSING AND COMMUNITY CARE AGENCY LTD.

Home Modification

Providing Excellent Nursing and Personal Care ~ Since 1986

MED+ & Medical Equipment Distribution....... 33 MED+ & Medical Equipment Distribution....... 33

Hospital Foundation

UHN Foundation....................................... 34 & 35

Medical Supplies

MED+ & Medical Equipment Distribution....... 33

Nursing

Always Care Nursing and Community Care Agency LTD......................................................... 29

WE SERVE • Private Homes • Hospitals Long-Term Care Homes • Group Homes OUR PERSONNELS PSWs, DSWs • Hospital Sitters/Obsevers RPNs & RNs ARE AVAILABLE 24/7 to assit you with your care needs

416-222-4460 905-770-8511 visit us at alwayscarecan.com

www.uhn.ca

29

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Your Choice, Your Healthcare Partners • Personal Care • Post-Surgery Care • Hospital Sitting • Homemaking • Medication Reminders • Safety Supervision

• Palliative Care • Dementia Care • Companionship • Family Respite • Escort to Appointments • And much more!

Services available 24 hours a day, 7 days a week

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:

416-972-5096

www.seniorinhomecare.com

Registered Provider of Veterans Independence Program (VIP) services

Call (647) 793-2525 today! www.nursehomecare.ca

Trusted Healthcare Services when and where you need them

Each Home Instead Senior Care office is independently owned and operated. © 2010 Home Instead Inc.

Home Care Assistance Is the Industry Leader in Post-Hospitalization Care & In-Hospital Companionship Don’t settle for anything less than your loved one deserves.

Home Care Assistance offers a proprietary Transition Home™ Package designed to reduce hospital readmissions by helping families manage the discharge process and ensuring effective rehabilitation at home.

Visit our website HospitaltoHomeCare.com for an overview of the challenges associated with post-hospitalization care and our resources to aid in the transition from hospital to home.

Call to schedule a FREE consultation!

416-488-8777

www.TorontoHomeCareAssistance.ca 355 Eglinton Ave W, Toronto, ON, M5N 1A3

30

www.uhnpatienteducation.ca

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

1.877.228.7688

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.

DS 33011 Hospital Patient Ad.indd 1

delsuites.com

2017-06-19 4:18 PM

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

Don’t Leave Home Without Him At Delmanor, there’s no need to leave your best friend behind - your new home can be his as well.

Call today to learn about the Delmanor difference!

DON MILLS (416) 331-9797 ETOBICOKE (416) 233-0725

NORTH YORK (416) 225-9146 OAKVILLE (905) 469-3232

RICHMOND HILL (905) 770-7963 Opening Late 2021 AURORA (905) 503-9505 Photo taken prior to COVID.

delmanor.com

416-977-5008

32

www.uhnpatienteducation.ca

Disclaimer: The University Health Network (UHN) thanks all the advertisers whose support has made this directory possible. UHN does not endorse the goods and services advertised in this directory and is not responsible for the care and services listed.

VHA offers high quality care with great heart when, where and how our clients want it. We provide:

Sales – Rentals – Service • • • • • •

Wheelchairs & Seating

Walkers & Rollators Hospital Beds & Mattresses Bathroom Safety Products StairLifts, Ramps & Porch Lifts Renovations & Walk-in Showers

· Rehabilita�on

· Homemaking

and care · Nursing

· Caregiver relief

· Personal support

· Pallia�ve care

416-489-2500 www.vha.ca

Financing Available Committed to Your Independence

Serving the GTA for over 25+ years

285 Midwest Road, Toronto, ON M1P 3A6

Call: 1-844-633-7587 www.medplushealth.ca

• • • • • • • •

Up to 24-Hour Care Meal Prep/Kosher Available Errands/Shopping Hygiene Assistance Light Housekeeping Respite Care for Families Palliative & Chronic Care Joyful Companionship

• 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

https://www.seniorhomecarebyangels.com/toronto1/home

www.uhn.ca

33

Help us make lives better Donor support helps where government funding can’t reach – with new discoveries, upgrading labs and operating rooms, and attracting and retaining the best and brightest medical minds in the world. The generosity of our donors allows Toronto General and Toronto Western hospitals, Toronto Rehab and The Michener Institue of Education at UHN to build a healthier world.

Here are some of the ways you can contribute to the groundbreaking research and life-saving treatments happening every day at our hospitals:

MAKE A ONE-TIME GIFT

BECOME A MONTHLY DONOR

A donation of any size will help make a difference in the lives of our patients.

A recurring gift provides a stable source of funding for innovation and research.

DEDICATE A PLAQUE

MAKE A GIFT IN MEMORY

Honour a loved one with a plaque on one of the commemorative walls in our hospitals.

Your donation today will ensure that we can continue to make lives better.

HONOUR YOUR HERO

LEAVE A GIFT IN YOUR WILL

Make a gift in honour of a caregiver or team at our hospitals.

A small thing you do now could be the start of something big. Leaving a gift in your will is easier than you think.

CREATE A PERSONAL FUNDRAISING PAGE A celebration, memorial or community event are all great reasons to fundraise for a good cause.

To learn more or make a gift, please visit UHNfoundation.ca or call 416-603-5300.

Keep in touch!

Find us on social media.

Sign up for email updates at UHNfoundation.ca/join

HERO

Didsomeone someonehere hereknow knowwhat what you you needed needed when when Did youneeded neededititmost? most?That’s That’s the the most most important important you kind of knowledge. kind of knowledge.

Saythanks thanksby bymaking makingaadonation donation in in their their name name at Say at honouryourhero.ca or 416-603-5300. honouryourhero.ca or 416-603-5300.

Hospital to home support Empty fridge?

Do I have support?

How will I manage alone?

HOSPITAL

Recovering from a hospital visit can be overwhelming for a patient and their family members. Our caregivers and registered nurses are here to help patients feel safe and supported on their journey from hospital to home.

HOSPITAL

• Admittance support • Bedside companion • Respite care • Transportation home

HOME

• Visiting nurses • Home & personal support • Overnight assistance • Live-in caregiver

COMMUNITY

• Grocery shopping • Driver for errands • Escort for medical appointments

1.844.339.8638

spectrumhealthcare.com