Hôtel-Dieu Grace Healthcare Patient Guide

VISITING HOURS:

LOCATION:

Hôtel-Dieu Grace Healthcare 1453 Prince Rd. Windsor, Ontario, N9C 3Z4

Essential Care Partners (ECP) are welcome 24 hours a day, 7 days a week Visit www.hdgh.org/PatientVisitation for current general visiting hours. NO SMOKING OR VAPING ON CAMPUS HDGH HAS ZERO TOLERANCE FOR VIOLENCE SCENT SAFE ENVIRONMENT

519.257.5111

Inpatient Rehab Extension 76607

Complex Medical and Palliative Care Extension 76605

HAND HYGIENE

Cleaning your hands is the most important step to prevent the spread of germs

ADDITIONAL SERVICES

For more information about all other available services, please visit our website at www.hdgh.org

To learn more about programs and services at HDGH, visit our website at www.HDGH.org

PARKING

All visitors in parking lots B and D must display a “pay and display ticket”, a monthly parking pass/tokens, or pay using the Passport Canada Parking App. Visitors and patients with a valid and properly displayed Accessible Parking Permit may park in any public lot at no cost.

For patients in the Dr. Y. Emara Centre for Healthy Aging and Mobility, » Park in Lot D

For patients in the Dr. Fouad Tayfour Regional Rehabilitation Centre, » Park in Lot B

IMPORTANT INFORMATION TO KNOW

ADMISSION

Please be prepared to show your Ontario Health Card when you arrive at HDGH. Please bring in a list of medication you are currently taking (indicates name, dosage, directions and name of your physician).

Room Accommodation

All inpatients will be contacted by the Business Office to complete and sign the Responsibility for Payment (RFP) form. This form will gather your secondary insurance information as well as allow you to indicate a preferred accommodation. If you have requested an upgraded room, we will make every effort to accommodate your request as soon as possible. You will be responsible for payment of any amounts not covered by your insurance provider.

Patients with a valid Ontario health card are covered by the Ontario Health Insurance Plan (OHIP) and are entitled to standard ward accommodation placement in a room designed to accommodate three to four patients. OHIP does not cover extra costs such as an upgraded room, telephone or television.

You may upgrade your room, if available, to:

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• Semi-Private: a room designed to accommodate a maximum of two patients or

• Private: a room designed to accommodate one patient.

For current daily rates, please dial ‘0’ for the operator and ask for the Business Office.

There may be times when your choice of room is not available. If you decide to change your room while you are in hospital, please call extension 0 to be directed to the Business Office.

PATIENT ADVOCATE

There may be times when you or your family members need help finding information or voicing a concern. The Patient Advocate is available to all patients, families and community members who have questions, compliments, concerns, and feedback.

Additional comments and/or suggestions may be left online through our “We’re Listening” form. Accessible formats or translations for this document are available upon request.

www.hdgh.org/YourExperienceMatters

Patients admitted to Complex Medical Care will also meet with the billing office regarding the co-pay assessment billing policy.

To contact the Patient Advocate please call 519.257.5111 ext. 74404 , email

Patient.Advocate@hdgh.org , or write to:

MEALS

MEALS

FIRE ALARMS & EXITS

FIRE ALARMS & EXITS

Upon your arrival, our staff will contact you with questions about your food preferences and discuss your options for menu selections. Patients will be visited or called daily by a Patient Food Services representative. During this daily visit or call, the Patient Food Service representative will take your menu selections for the following day.

Upon your arrival, our staff will contact you with questions about your food preferences and discuss your options for menu selections. Patients will be visited or called daily by a Patient Food Services representative. During this daily visit or call, the Patient Food Service representative will take your menu selections for the following day.

Meal Delivery Times

Meal Delivery Times

Breakfast 7:45 a.m. to 8:30 a.m.

Breakfast 7:45 a.m. to 8:30 a.m.

Fire exits are clearly marked throughout the buildings. During a fire alarm, elevators are shut down. All fire doors automatically close until there is an ‘All Clear’ announcement on public speakers. During a fire alarm, everyone is asked to stay in their area. Do not move to another place unless a member of the Fire Department or HDGH staff directs you. Those entering HDGH at the time of an alarm will be asked to remain in the lobby until the ‘All Clear’ is given.

Fire exits are clearly marked throughout the buildings. During a fire alarm, elevators are shut down. All fire doors automatically close until there is an ‘All Clear’ announcement on public speakers. During a fire alarm, everyone is asked to stay in their area. Do not move to another place unless a member of the Fire Department or HDGH staff directs you. Those entering HDGH at the time of an alarm will be asked to remain in the lobby until the ‘All Clear’ is given.

Lunch 11:45 a.m. to 12:30 p.m.

Lunch 11:45 a.m. to 12:30 p.m.

Supper 4:45 p.m. to 5:30 p.m.

Supper 4:45 p.m. to 5:30 p.m.

We hope you enjoy your meals!

We hope you enjoy your meals!

BECOME A PATIENT AND FAMILY ADVISOR

BECOME A PATIENT AND FAMILY ADVISOR

Patient and Family Advisors Help Us By:

Patient and Family Advisors Help Us By:

• Sharing their suggestions and potential solutions to help improve care at HDGH.

• Sharing their suggestions and potential solutions to help improve care at HDGH.

• Assists in advancing patient/client and family-centered care.

• Assists in advancing patient/client and family-centered care.

• Reviews patient/client related policies, guidelines education materials and resources.

• Reviews patient/client related policies, guidelines education materials and resources.

• Having lived experience with either being a patient in one of HDGH’s programs or services, or a caregiver or Essential Care Partner of a Patient who was receiving care at HDGH

• Having lived experience with either being a patient in one of HDGH’s programs or services, or a caregiver or Essential Care Partner of a Patient who was receiving care at HDGH

• Letting us know what went well and what we can do better

• Letting us know what went well and what we can do better

We are grateful to the patients, families and staff who become advisors.

We are grateful to the patients, families and staff who become advisors.

What Skills Do Advisors Need?

What Skills Do Advisors Need?

You do not need any special qualifications to be an advisor. We will provide any training that you need.

You do not need any special qualifications to be an advisor. We will provide any training that you need.

Advisors need to:

Advisors need to:

• Listen and share their opinions respectfully.

• Listen and share their opinions respectfully.

• Think about ways to improve health care.

• Think about ways to improve health care.

• Work well with others.

• Work well with others.

• Keep information private and confidential.

• Keep information private and confidential.

For more information about becoming a patient and family advisor, contact:

Patient Advocate 519-257-5111 x 74404 Patient.Advocate@hdgh.org or visit www.hdgh.org/PFAC

For more information about becoming a patient and family advisor, contact: Patient Advocate 519-257-5111 x 74404 Patient.Advocate@hdgh.org or visit www.hdgh.org/PFAC

TRANSPORTATION

Costs for transportation are at the expense of the patient, including those for medical appointments, pre or post-follow-up appointments, general appointments, transportation for passes and any/or all other transportation not directed by HDGH. Some insurance providers may provide coverage for this service. It is the responsibility of the patient or family to check with insurance providers.

HDGH hosts Transit Windsor’s WestWindsor bus terminal. For schedule and rate inquiries, please contact Transit Windsor at 519.944.4111 or at www.citywindsor.ca

Medical Non-Urgent Transportation

HDGH will be happy to provide you with names and numbers of local non-urgent transportation companies who can transport you home upon discharge or during hospital passes. Stretcher vehicles are available as well as wheelchair accessible vans equipped with oxygen, if required. These companies are courteous, friendly and professional at all times. For more information, please contact a member of your healthcare team.

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DISCHARGE PLANNING

Discharge planning begins on the first day of hospitalization. Your care team will discuss your goals and will work with you in determining your estimated date of discharge to allow you and your family as much time as possible to prepare. Your healthcare team, in collaboration with you and your family, will determine your actual discharge date when your physician states you no longer require the specialized care provided at HDGH.

Responsibility of Patient and Family preparing for Discharge:

• Have the necessary clothing to be worn at the time of discharge.

• Pack, remove and transport all personal belongings.

• In order to facilitate a new patient admission, we ask that you be ready

to be discharged by 9:00 a.m.. If there are any difficulties meeting this time, please speak to a member of your care team so that we may make suitable arrangements.

• Fill prescriptions for medications immediately following discharge and inform the family physician of the patient’s medication routines, if there have been any changes while at HDGH.

• Make arrangements for the identified necessary equipment or home modifications as instructed by the healthcare team.

• Be available to receive necessary instruction for the patient’s care prior to discharge.

• Inform the patient’s care unit of any unforeseen circumstances that may delay discharge.

MUTUAL RESPECT, ACCEPTANCE AND EQUITY, DIVERSITY, INCLUSION

At Hôtel-Dieu Grace Healthcare we commit to treating patients and staff in a dignified manner that conveys respect for the abilities and differences of each other and a willingness to work as a team of equally valued partners. We promote an atmosphere of collegiality, cooperation, kindness, and professionalism. We demonstrate empathy, compassion and respect in our interactions with others and are always polite and courteous. We consistently adhere to all the rules and regulations of our healthcare system. We wish to be held accountable for our commitment and we expect the same dedication from all members of our

At Hôtel-Dieu Grace Healthcare we commit to treating patients and staff in a dignified manner that conveys respect for the abilities and differences of each other and a willingness to work as a team of equally valued partners. We promote an atmosphere of collegiality, cooperation, kindness, and professionalism. We demonstrate empathy, compassion and respect in our interactions with others and are always polite and courteous. We consistently adhere to all the rules and regulations of our healthcare system. We wish to be held accountable for our commitment and we expect the same dedication from all members of our

healthcare community. HDGH is committed to providing an environment that is inclusive of all individuals. We respect all persons as unique and dignified regardless of race, culture, creed, religion, economic status, etc. Discrimination in any form is not tolerated.

healthcare community. HDGH is committed to providing an environment that is inclusive of all individuals. We respect all persons as unique and dignified regardless of race, culture, creed, religion, economic status, etc. Discrimination in any form is not tolerated.

To this end, and in keeping with the principles of the Ontario Human Rights Code and the Occupational Health and Safety Act, behaviour that is in contravention of these Acts and/ or is deemed to be outside the accepted standards of conduct, will be dealt with in an expedient manner.

To this end, and in keeping with the principles of the Ontario Human Rights Code and the Occupational Health and Safety Act, behaviour that is in contravention of these Acts and/ or is deemed to be outside the accepted standards of conduct, will be dealt with in an expedient manner.

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ZERO TOLERANCE FOR VIOLENCE

ZERO TOLERANCE FOR VIOLENCE

HDGH strongly believes that all patients and staff deserve to feel safe and be in an environment that has no harassment and violence. Violence, including threats of violence, in the form of physical or verbal abuse of patients, family members, visitors and staff is not tolerated at our organization. We enforce a zero tolerance approach to violence, harassment, and any other disrespectful conduct. Any person who verbally or physically abuses another person, or threatens to do so, will be held accountable or responsible, with possible consequences including being temporarily or permanently removed from the property, and if warranted, reported to the police.

HDGH strongly believes that all patients and staff deserve to feel safe and be in an environment that has no harassment and violence. Violence, including threats of violence, in the form of physical or verbal abuse of patients, family members, visitors and staff is not tolerated at our organization. We enforce a zero tolerance approach to violence, harassment, and any other disrespectful conduct. Any person who verbally or physically abuses another person, or threatens to do so, will be held accountable or responsible, with possible consequences including being temporarily or permanently removed from the property, and if warranted, reported to the police.

NO RECORDING WITHOUT CONSENT

To protect the privacy of patients, clients, visitors and staff, the use of recording devices are not permitted without consent.

To protect the privacy of patients, clients, visitors and staff, the use of recording devices are not permitted without consent.

Posting information on social media about your visit or other patients and clients could be an invasion of their privacy.

Posting information on social media about your visit or other patients and clients could be an invasion of their privacy.

We reserve the right to review any media recorded at Hôtel-Dieu Grace Healthcare to protect patient and client privacy.

We reserve the right to review any media recorded at Hôtel-Dieu Grace Healthcare to protect patient and client privacy.

INDIVIDUAL RESPONSIBILITIES

INDIVIDUAL RESPONSIBILITIES

We believe that patients and clients have the responsibility to:

We believe that patients and clients have the responsibility to:

that patients and clients have the right to:

□ Participate with all caregivers in their treatment and rehabilitation.

□ Participate with all caregivers in their treatment and rehabilitation.

□ Provide accurate information regarding their care.

□ Provide accurate information regarding their care.

treated with consideration, courtesy and respect in a way that fully recognizes your dignity, individuality and cultural background. in care for your personal needs. Information concerning your medical condition, in terms you can understand.

□ Accept the responsibility for the consequences of refusing treatment.

□ Accept the responsibility for the consequences of refusing treatment.

□ Be considerate to all those providing care and to other patients.

□ Be considerate to all those providing care and to other patients.

□ Observe healthcare rules and regulations.

□ Observe healthcare rules and regulations.

□ Be responsible for all personal property.

□ Be responsible for all personal property.

□ Actively participate in discharge planning.

□ Actively participate in discharge planning.

□ Accept the responsibility for all uninsured financial obligations.

□ Accept the responsibility for all uninsured financial obligations.

□ Respect other patients’ confidentiality.

□ Respect other patients’ confidentiality.

□ Voice any concerns first to the healthcare provider or the Patient Advocate if necessary.

□ Voice any concerns first to the healthcare provider or the Patient Advocate if necessary.

INDIVIDUAL RIGHTS

INDIVIDUAL RIGHTS

We believe that patients and clients have the right to:

We believe that patients and clients have the right to:

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Participate in decisions regarding your care and/or designate someone partner in your care or to act as your Substitute Decision Maker. explanation about your treatment and tests including benefits, risks alternatives.

□ Be treated with consideration, courtesy and respect in a way that fully recognizes your dignity, individuality and cultural background.

□ Be treated with consideration, courtesy and respect in a way that fully recognizes your dignity, individuality and cultural background.

refuse consent for treatment, including medication and to informed of the consequences of giving or refusing consent for treatment.

□ Privacy in care for your personal needs.

□ Privacy in care for your personal needs.

□ Information concerning your medical condition, in terms you can understand.

□ Information concerning your medical condition, in terms you can understand.

Confidentiality of all information. identity and profession of those responsible for your care. any concerns without fear of negative results. Reasonable accommodation in accordance with the law. and receive a response should you want to express your about the care you have received.

□ Participate in decisions regarding your care and/or designate someone to be a partner in your care or to act as your Substitute Decision Maker.

□ Participate in decisions regarding your care and/or designate someone to be a partner in your care or to act as your Substitute Decision Maker.

□ An explanation about your treatment and tests including benefits, risks and alternatives.

□ An explanation about your treatment and tests including benefits, risks and alternatives.

□ Give or refuse consent for treatment, including medication and to be informed of the consequences of giving or refusing consent for treatment.

□ Give or refuse consent for treatment, including medication and to be informed of the consequences of giving or refusing consent for treatment.

□ Confidentiality of all information.

□ Confidentiality of all information.

□ Know the identity and profession of those responsible for your care.

□ Know the identity and profession of those responsible for your care.

□ Express any concerns without fear of negative results.

□ Reasonable accommodation in accordance with the law.

MISSION

□ Be heard and receive a response should you want to express your opinion about the care you have received.

specialty hospital, the faith and of the Religious St. Joseph who most vulnerable marginalized. is to provide emotional, social and spiritual care.

Patients at HDGH have the option of choosing an essential care partner to assist them during their time at the hospital. Your loved one has identified you to be their essential care partner and be part of their care team.

We would like to extend a warm welcome to the Hôtel-Dieu Grace Healthcare team!

WHAT IS AN ESSENTIAL CARE PARTNER (ECP)?

When visiting a loved one in the hospital, we use the term, visitor. A visitor spends time with the patient providing valuable social and emotional support.

An Essential Care Partner (ECP) is someone who has a close and trustworthy relationship with the patient and is actively involved in the patient’s day-to-day care, care planning and decision making. ECPs are familiar and know their loved one very well. They will notice subtle changes in the patient’s appearance, mood or how they are feeling in general. This knowledge and insight is a valuable support to the patient and their health care team. An ECP can be a family member, friend or neighbour who provides physical and emotional support to a loved one for a variety of circumstances such as:

• Long or short-term illness

• Recovery from accident or surgery

• Degenerative disease

• Cognitive impairment

• Physical or mental disability

• Or other health-related circumstances

BENEFITS OF BEING AN ECP

According to research done by the Ontario Caregiver Organization, people have said that being an essential care partner has given them the opportunity to:

• Strengthen their relationship with their loved one

• Contribute to positive outcomes such as improved health and well-being, decreased hospitalization and possibly a better ability to stay at home

• Learn new skills and gain a sense of accomplishment

• Experience the reward of giving back

• Feel satisfaction being engaged with the patient and healthcare professionals, and knowing that their loved one is receiving good care

• Reflect on spiritual beliefs and values

• Improve the ability to cope

The support provided by ECPs is extremely valuable and can make a positive impact on a loved one’s life.

ECPs can provide different types of support that can help improve their loved ones health. With direction from the patient or substitute decision maker, an ECP may provide:

HOW CAN AN ECP SUPPORT A LOVED ONE?

ECPs can provide different types of support that can help improve their loved ones health. With direction from the patient or substitute decision maker, an ECP may provide:

• Emotional and social support, along with companionship

PARTNERING

WITH THE HDGH TEAM

• Emotional and social support, along with companionship

• Reality orientation, personal connection, memory support and communication assistance for patients who have cognitive impairment

Patients and their ECPs are vital members of the healthcare team. Along with physicians, nurses, social workers, rehab therapists, spiritual care practitioners, dieticians and pharmacists, you contribute to the well-being, goals and outcomes of your loved one. Benefits of this partnership are:

• Assistance with personal care such as bathing, using the bathroom and other personal hygiene

• Help with eating and moving around

• Reality orientation, personal connection, memory support and communication assistance for patients who have cognitive impairment

• Assistance with care planning and decision making

• Assistance with personal care such as bathing, using the bathroom and other personal hygiene

• Help with eating and moving around

• Medical treatments such as tube feedings and some wound care

• Assistance with care planning and decision making

• Assistance with scheduling and coordinating appointments

• Medical treatments such as tube feedings and some wound care

• Transportation assistance

• Support for financial decisions

• Assistance with scheduling and coordinating appointments

• Support for discharge planning discussions

• Transportation assistance

• Support for financial decisions

• Support for discharge planning discussions

ONGOING LEARNING OPPORTUNITIES

ONGOING LEARNING OPPORTUNITIES

There will be opportunities for you to learn as your loved one progresses in their plan and goals of care. They may ask you to learn about certain aspects of their care plan, or the healthcare team may ask if you are interested in learning. This is especially important if you become the primary support to your loved one when they return home.

There will be opportunities for you to learn as your loved one progresses in their plan and goals of care. They may ask you to learn about certain aspects of their care plan, or the healthcare team may ask if you are interested in learning. This is especially important if you become the primary support to your loved one when they return home.

WHAT IS THE TIME COMMITMENT?

WHAT IS THE TIME COMMITMENT?

The time an ECP spends varies depending upon the patient’s individual support needs and the availability of the ECP. Together, the patient, ECP and healthcare team can help establish the type and amount of support you can provide.

The time an ECP spends varies depending upon the patient’s individual support needs and the availability of the ECP. Together, the patient, ECP and healthcare team can help establish the type and amount of support you can provide.

Patients and their ECPs are vital members of the healthcare team. Along with physicians, nurses, social workers, rehab therapists, spiritual care practitioners, dieticians and pharmacists, you contribute to the well-being, goals and outcomes of your loved one. Benefits of this partnership are:

• Increased trust and continued alliance in support of the patient

• Increased trust and continued alliance in support of the patient

• Your ongoing learning and increased knowledge may lead to better health outcomes for the patient

• Your ongoing learning and increased knowledge may lead to better health outcomes for the patient

• The information you provide about the patient can lead to an improved treatment plan, especially if the patient asks you to participate in care planning and/or speak on their behalf

• Improve patient safety and inefficiencies

• The information you provide about the patient can lead to an improved treatment plan, especially if the patient asks you to participate in care planning and/or speak on their behalf

• Improve patient safety and inefficiencies

• Assist with discharge planning and answer questions if the patient has difficulty communicating

• Assist with discharge planning and answer questions if the patient has difficulty communicating

• With permission from the patient, you can educate the care team about their sleep patterns, diet, activities, hobbies health history, things that affect their mood and more

• With permission from the patient, you can educate the care team about their sleep patterns, diet, activities, hobbies health history, things that affect their mood and more

The information you provide helps healthcare professionals deliver more personalized care.

The information you provide helps healthcare professionals deliver more personalized care.

To become an ECP, please speak to a member of your care team.

To become an ECP, please speak to a member of your care team.

Additional Services

ACCESSIBILITY

Please visit our Accessibility webpage: www.hdgh.org/accessibility

BALLOONS

Since latex balloons cause severe allergies in some people, they are not allowed in HDGH. Mylar balloons are safe and can be sent.

BANK MACHINE

There is a cash machine in the first floor Ken Lewenza Sr. lobby (main lobby) of the Dr. Fouad Tayfour Regional Rehabilitation Centre (Tayfour Tower Building) as well as the Dr. Y. Emara Centre for Healthy Aging and Mobility (Emara Building). A user fee is applicable.

CASHIER’S OFFICE

The Cashier’s Office is located on the first floor of the Tayfour Tower Building.

The cashier will settle payment for charges not covered by OHIP including room differentials, phones, billable supplies, etc. The office is open Monday to Friday, 8:30 a.m. to 4:30 p.m.

The office accepts Cash, Cheque, Visa, MasterCard, Amex, or Debit. You can also pay your bill on-line at www.hdgh.org by following the “Pay your Bill” icon. For further information, please call extension 76590. See “Admissions” for more billing information.

CONSENT TO TREATMENT

Your inter-professional healthcare team, consisting of Doctors, Nurse Practitioners, Psychologists, and all members of the Allied Health Therapy team, require your consent and/or that of your substitute decision maker (SDM), to perform certain tests, procedures and treatments. Before providing your consent, ensure you understand the nature of the treatment, the benefits and risks of receiving that treatment, if there are any material side effects or alternative courses of action, and

what would be the likely consequences of not having the treatment. In order for your consent to be informed you must receive information regarding the elements listed above and have the opportunity to ask your healthcare team for any additional information you may require to make your decision. You have the right to refuse treatment.

Power Of Attorney For Personal Care

If applicable, please bring with you a copy of your Power of Attorney for Personal Care (POAPC) documents upon your admission. A POAPC is a legal document in which one person gives another person the authority to make personal care decisions on their behalf if they become mentally incapable. Personal care decisions include those that involve healthcare, nutrition, shelter, clothing, hygiene, and safety. An advance directive may be part of the POAPC. A Continuing Power of Attorney for Property document is for financial decisions, which is a distinct document from the POAPC. Please bring these documents with you upon admission and share with your Social Worker; original documents will be returned to you. For more information, please visit: www.ontario.ca/page/make-power-attorney

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CULTURAL/LANGUAGE INTERPRETERS

It is important for you to understand your care and treatment. Language access initiatives are in place at HDGH to ensure that all individuals have equitable access to high-quality information and care regardless of the language they speak. If you require an interpreter or have a hearing impediment, please speak with a member of the healthcare team for assistance.

DONATIONS

Donations can be made in a variety of ways to the HDGH Foundation. For more information on how to make a donation and where your money will go, please visit www.hdgh.org/foundation.

ERIE ST.CLAIR HOME AND COMMUNITY CARE SUPPORT SERVICES

Erie St. Clair Home and Community Care Support Services – formerly known as Community Care Access Centre (CCAC) – is our community support service partner. HDGH and a Home and Community Care Coordinator may see you to assess your needs in preparation for returning to the community and arrange for services such as nursing, therapy or personal support. Your plans may involve arranging services at home, a temporary convalescent placement, or a move to a rest/ retirement home. The Care Coordinator can provide information about other community agencies and support services. For more information or to contact a Care Coordinator please speak with a member of your healthcare team for assistance or call 1-888-447-4468.

FOOD AND NUTRITION SERVICES

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Clinical Nutrition Inpatient Services

The team of Registered Clinical Dietitians at HDGH is an essential part of the multidisciplinary team working to assess and address the nutritional needs of our patients with various health conditions. They develop and implement nutrition care plans to improve or maintain your nutritional status.

Inpatients will be visited by a Dietitian shortly after admission, with follow-up visits scheduled as required based on your nutritional needs.

Patient/Family Kitchens

Small kitchens, equipped with a fridge and microwave, are available on each unit on a 24 hour basis for patients and their families. All items kept in the fridge must be labeled with the patient’s name, room number, and date, since non-commercially prepared items are routinely disposed of after three days.

To avoid infection control issues we ask that you do not remove food off your tray for storage in the patient fridge for use later. Contact Food & Nutrition Services at extension 7DINE (73463) to make necessary changes to your meal tray.

Bringing food from home

Please note that the allowance of food from home is subject to change based on Directives guiding best practices.

We understand we’re not always able to provide you with your personal choices of food and your family may want to bring you familiar foods to comfort you during your stay. In order to keep you and our other patients safe we ask that you adhere to the following guidelines:

• Talk to your Nurse or Dietitian about what food you are allowed to have while in hospital.

• Label your food with name, room number and date it was placed in fridge. Any food item that is not labeled will be removed and discarded immediately.

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• Wrap and cover all food items. Open containers and unwrapped items will be discarded immediately.

• All non-commercially prepared food items will be discarded three days after the date on the label.

• Any commercially prepared food items (ex. yogurt, ice cream, etc.) stored in fridge or freezer will be discarded after expiration or best before date printed on the product container.

• Family prepared food in large quantities are not to be kept in the patient fridge. Only one or two portions will be allowed.

• Please ensure that you remove all food you have placed in the fridge prior to your discharge date.

HDGH will not be responsible for any food containers left behind or any issues that have to do with food brought from home.

We’d Like To Hear From You - How to Contact Us

Should you have any concerns regarding your diet or meals, let your healthcare team know or call extension 7DINE (73463). A member of our Food Service team will respond to your call as soon as possible.

Cafeteria Food Services

Enjoy our fresh soups, salads, sandwiches and daily specials in the Courtyard Café located on the first floor of the Tayfour Tower Building, and the In Honour Café located on the first floor of the Emara Building.

Courtyard Café Hours of Operation:

Weekdays 6:30 a.m. to 3:00 p.m.

Closed Weekends & Holidays

In Honour Café Hours of Operation:

Weekdays 7:00 a.m. to 2:00 p.m.

Closed Weekends & Holidays

Please note that hours of operation are subject to change. Contact extension 72040 for more information.

Outside of regular cafeteria hours a coffee bars offers a variety of hot and cold beverages and light snacks:

In Honour Café Coffee Bar Hours of Operation:

Weekdays 4:00 p.m. to 7:00 p.m.

WELCOME

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Weekends 9:00 a.m. to 7:00 p.m.

Please note that hours of operation are subject to change due to volunteer availability.

Vending Machines

For your convenience vending machines offering a variety of food and snack items, with a selection of beverages, are available on the first floor of both the Emara and Tayfour buildings.

HEALTHCARE AIDS AVAILABLE TO PURCHASE

During your stay at HDGH, as a result of your injury/procedure/illness, you may require equipment or supplies, which are not covered by OHIP. To serve you better, HDGH has stocked a number of items available to purchase.

Examples of items available to purchase are:

• Slings, splints

• Rol-fex

• Personal Assistive Devices

• Theraband

(plaster casts are covered by OHIP)

A member of the healthcare team will inform you of any other items.

Should you wish to purchase equipment, please take note of the following steps:

1. The prescribing clinician will place an order for the required equipment that may be purchased at HDGH.

2. Arrange for payment with the Cashier’s Office.

3. The Cashier will provide you with a receipt, which you will take back to the area where you made your purchase and you will receive the item(s) you require upon verification of your receipt.

Should you require a wheelchair or walking aid upon discharge, your Occupational Therapist and Physiotherapist will provide you with the recommended specifications to safely meet your needs and a list of suppliers.

INTERNET ACCESS

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Complimentary Wi-Fi services are available. A username and password will be displayed on your login screen and are required to access the internet. HDGH staff do not provide technical support.

LAUNDRY

For the safety of our patients, all soiled personal laundry must be taken home to be washed. If you have any additional questions, please speak with a member of your healthcare team for more information.

LOST AND FOUND

Lost and Found is maintained by Security in the Tayfour Building. Inquiries can be made through Security at extension 72030.

MAIL

Please ask your family and friends to send mail clearly marked to: Your Name, Patient Room Number Hôtel-Dieu Grace Healthcare 1453 Prince Road

Advise friends and family to write a return address on the envelope. Mail is delivered once a day. Outgoing patient mail can be given to any member of the healthcare team.

eCards are also available to be sent to patients by visiting: www.hdgh.org/ecards

MEDICAL ASSISTANCE IN DYING

HDGH is proud to provide person-centred and compassionate palliative and end-of-life care for our patients and their loved ones. As a Catholic healthcare organization, we do not provide medical assistance in dying (MAID).

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Our team will continue to serve those patients who request MAID with respect, dignity, and compassion while exploring the reasons for a patient’s request for MAID. If a patient wishes to proceed with MAID, a referral for MAID assessment will be offered and a planned “transfer of care” will occur. This transfer of care will be made in good faith, to a non-objecting, available, and accessible physician, nurse practitioner or agency. Our patient(s) will continue to receive the best possible care until they can receive care elsewhere.

PARKING

View a parking map and information on the page 2 of this Patient Guide and visit our website: www.hdgh.org/parking

PERSONAL PET VISITATIONS

HDGH recognizes the therapeutic benefits and comforts personal pet visitations have on the well-being and mental health of our patients. Personal pet visitations are defined as a personal pet of a patient that is brought into the facility specifically to interact with that individual patient.

Personal pet visitations are allowed for patients of HDGH as followed by the Pet Visitation Policy. Dogs are the only personal pets permitted for pet visitation at HDGH.

Patients wishing to receive personal pet visitations will be assessed by the healthcare team to determine if the visit is appropriate. Infection Prevention and Control measures must always be followed during visits to prevent animal-to-human health risk transmission.

To receive a personal pet visitation, patients/guardians/family members must fill out a “Personal Pet Visitation Form” and “Release from Liability Form” before the visit must include proof of immunization with evidence of flea/tick program, certification of good health and proper hygiene. Ask any member of your healthcare team for a copy of these forms. These forms will then be reviewed for approval.

PRIVACY

Collection of Personal Health Information

We collect personal health information about you directly from you or from the person acting on your behalf. The personal health information that we collect may include, for example, your name, date of birth, address, health history, records of your visits to HDGH and the care that you received during those visits. Occasionally, we collect personal health information about you from other sources if we have obtained your consent to do so or if the law permits. We will be collecting, using, and disclosing personal information in shared electronic health record systems.

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Important Information

• We take steps to protect your personal health information from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal.

• We conduct audits and complete investigations to monitor and manage our privacy compliance.

• We take steps to ensure that everyone who performs services for us protects your privacy and only uses your personal health information for the purposes to which you have consented to.

Your Choices

You may access and request a correction to your personal health records, or withdraw your consent for some of the above collection, uses and disclosures by contacting us (subject to legal exceptions) at extension 74122. You can also request a copy of your health record(s) by contacting and submitting a written request to the Health Information Management office.

Our privacy contact person is Alison Murray, Chief Privacy Officer

For more information about our privacy protection practices, or to raise a concern you have with our practices, contact us at:

Chief Privacy Officer

alison.murray@hdgh.org

Extension 73096

You have the right to complain to the Information and Privacy Commissioner/Ontario if you think we have violated your rights. The Commissioner can be reached at: www.ipc.on.ca or 1-800-387-0073.

RECREATION AND WELLNESS CENTRES

Families are welcome to enjoy our beautiful campus and grounds by visiting HDGH’s LiUNA!625 Recreation and Wellness Centre located at the North-West corner of our campus, next to the Emara Building, as well as the RBC Wellness Hub located at the front of our campus, next to the Tayfour Building.

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These Wellness Centres serve as a therapy option and unique exercise experience for all in a bright atmosphere.

NO SMOKING OR VAPING ON CAMPUS

The use of tobacco or nicotine products such as cigarettes, cigars, cigarillos, pipes, chewing tobacco as well as any device used to smoke or vaporize tobacco or non-tobacco product including cannabis is prohibited on any HDGH property. This includes all buildings, grounds, any previously designated areas, parking lots, sidewalks, and walkways or in vehicles parked or moving on HDGH property.

SPIRITUAL HEALTH SERVICES

Spiritual Care Services are provided in many different ways at HDGH. Spiritual Care Practitioners are available to offer respect, dignity and compassion to patients and families in both inpatient and outpatient programs.

To learn more about Spiritual Health Services, visit www.hdgh.org/ spiritualcare.

TELEPHONES

For local calls, please dial 8 or 9 followed by the local phone number as noted on the phone. For long-distance calls, dial ‘0’ for hospital operator assistance to arrange for third person billing, calling card or collect calls. To telephone a patient’s room please call (519) 257-5111. Follow with the extension if known. For operator assistance, please dial ‘0’.

TELEVISION SERVICES

Entertainment and tv rental services are available right at the bedside, provided by healthhub patient engagement solutions. Patients or their loved ones can either complete the rental process anytime on the bedside terminal or by visiting www.connectmybed.ca. This website is available 24/7 to also help answer questions related to local channel guides and request customer service assistance.

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Rental information can be found by selecting channel 75 on the bedside tv. A portion of the revenue from rental services are returned to HDGH and reinvested in caring for our patients.

TOILETRIES

To ensure your stay is comfortable, please bring with you personal toiletries such as toothbrush, comb, shampoo, shaving supplies, etc., as well as loose-fitting, comfortable clothing, sleepwear, and non-skid footwear/slippers. All personal items are the responsibility of the patient. HDGH is not responsible for the loss of

VALUABLES

Please be advised that HDGH cannot be responsible for loss or damage of personal belongings. It is recommended that you leave money, jewelry and other valuables at home. The Cashier’s office may be contacted for safekeeping of valuables while in HDGH. Please call extension 76590.

VISITING HOURS

Please visit www.hdgh.org/visitinghours to view our current visiting hours.

VISITOR HEALTH AND SAFETY INFORMATION

The HDGH Occupational Health and Safety Department values the safety of your visitors during your stay. To keep your visitor safe HDGH asks that your visitor review the following information.

Visitors are only permitted in areas that are accessible to the public. Visitors are to wear required personal protective equipment (PPE) as directed by a member of the HDGH staff and/or identified on the signage located outside of the patient’s room. The PPE must be worn for the duration of the visit and disposed of properly in the designated containers.

Injuries/Illness/First-Aid/Critical Injuries

In the event of an injury of your visitor which occurred at HDGH, all injuries must be reported to the Department’s Operations Manager or HDGH Security.

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HDGH is not an acute care hospital and therefore does not have an Emergency Department. HDGH Security personnel are able to provide First Aid, however, if immediate and urgent assistance is required as a result of your visitor’s injury while at HDGH, a member of the HDGH staff will call 911 if required.

HDGH Emergency Codes

1. Code Red

Code Red is the term to describe a fire emergency in a healthcare facility. An audible fire alarm system indicates that someone has activated a pull station or one or more automatic detection devices has been activated. After activation you will hear an announcement stating “Attention all Staff… Code Red Zone XX”. A visitor upon hearing this Code Red will await instructions, if required, by a member of the hospital team.

• Elevators are not to be used during an active alarm

2. Code Green

Code Green refers to situations requiring a partial or complete evacuation of a specific HDGH building. In the event of a Code Green, an announcement will be made over the speaker system.

If you are a visitor at HDGH you will leave the building in an orderly fashion and await further instructions from HDGH Security. Each department has a posted document on the wall indicating the appropriate evacuation route to be followed to safely exit the building.

• Do not re-enter the building until instructed to do so by HDGH Security.

3. Code Lockdown/Code Silver

A “lockdown warning” differs from any of the standard healthcare colour codes in that it requires an immediate safety response from EVERYONE within the building. A “lockdown warning” indicates that an individual(s) has been identified on our campus/facility actively attempting to harm others.

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In the unlikely event of a lockdown scenario a warning announcement will be made via overhead speakers. At this point the following procedure should be followed:

a. RUN

• If an accessible safe escape path is available, evacuate immediately and flee the area.

• Have escape routes and plans prepared.

• Make your own decision to leave regardless of whether others agree.

• Disregard fire alarms and trust your own judgement.

• Leave your belongings behind.

• Warn others as you leave.

• Call 911 (9-911 if using a facility phone) when it is safe to do so.

• Keep your hands visible and follow instructions of law enforcement.

b. HIDE

• If evacuation is not possible, shelter in a place that you are less likely to be noticed.

• Be out-of-view and barricade your position (i.e., place patient bed with brakes activated against door).

• Hide behind solid walls or in rooms with locking doors as protection.

• Silence your cell phone, turn off noise sources (radio/television), and turn off lights.

• If you choose to, you can assist others with limitations/disabilities in taking cover and hiding.

• DO NOT exit your safe space unless directed by law enforcement or information received through the HDGH communication system that the “Lockdown” has ended.

c. FIGHT:

• As a last resort, and only if your life is in imminent danger, attempt to incapacitate the assailant.

• Act as aggressively as possible; improvise weapons from the area in which you find yourself

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• Commit to your actions

d. Conclusion of Lockdown

• The lockdown status will only be terminated upon direction from law enforcement.

Conclusions

Questions regarding the health and safety information for visitors should be directed to the HDGH Occupational Health and Safety Department by calling extension 77030.

VOLUNTEERS AND STUDENT PLACEMENTS

To learn about volunteer opportunities or student placements, please visit www.hdgh.org/volunteers.

Hôtel-Dieu Grace Healthcare would like to thank the many local businesses/sponsors who made this Patient Guide possible for our patients. Please take a moment to review the following advertisements. You will find an excellent variety of services which may be helpful to you during or following your hospital stay.