patient and family guide - Chatham

AN EXCEPTIONAL
COMMUNITY HOSPITAL
PATIENT AND
FAMILY GUIDE
FREE COPY
Your Health Care
Be Involved
Be involved in your health care. Speak up if you
have questions or concerns about your care.
Tell a member of your health care team about your
past illnesses and your current health condition.
Bring all of your medicines with you when you go to
the hospital or to a medical appointment.
Tell a member of your health care team if you have ever
had an allergic or bad reaction to any medicine or food.
Make sure you know what to do when you go home
from the hospital or from your medical appointment.
Funding for this project was provided by
the Ontario Ministry of Health and Long-Term Care
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www.oha.com
www.ckha.on.ca
TABLE OF CONTENTS
Chatham-Kent Health Alliance ................................................................................................................ 3
Welcome to Chatham-Kent Health Alliance .................................................................................... 3
Mission, Vision, Values ..................................................................................................................... 4
Contact Information .......................................................................................................................... 4
Patient Values .................................................................................................................................... 5
Patient and Family Centred Care ..................................................................................................... 6
Patients are Partners for Safer Healthcare ..................................................................................... 6
Patient Rights and Responsibilities ................................................................................................ 7
Patient Relations - Hearing From You ............................................................................................. 7
Who we are......................................................................................................................................... 9
Map of Chatham Campus ............................................................................................................... 10
Map of Sydenham Campus............................................................................................................. 11
General information................................................................................................................................ 12
Allergies ........................................................................................................................................... 12
ATMs ................................................................................................................................................. 12
Cafeteria ........................................................................................................................................... 12
Discharge Planning ......................................................................................................................... 12
eCard ................................................................................................................................................ 12
Emotional and Spiritual Support .................................................................................................... 12
Ethics Consultation ......................................................................................................................... 12
Families ............................................................................................................................................ 13
Fire Safety ........................................................................................................................................ 13
Follow-up Medical Appointments .................................................................................................. 13
Gift Shops ........................................................................................................................................ 13
Infection Control ..............................................................................................................................14
Medication ........................................................................................................................................ 14
Newspapers ..................................................................................................................................... 14
Nutrition Services ............................................................................................................................ 14
On-site Retail Pharmacy ................................................................................................................. 14
Parking ............................................................................................................................................. 14
Personal Belongings ....................................................................................................................... 15
Pet Policies ...................................................................................................................................... 15
Photography/Video/Tape Recording ............................................................................................. 15
Privacy .............................................................................................................................................. 15
www.ckha.on.ca
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Radio and Television....................................................................................................................... 15
Scent-Free Environment ................................................................................................................ 15
Smoke-Free Environment .............................................................................................................. 15
Special Assistance .......................................................................................................................... 15
Telephones / Cellular Phones / Pay Phones ................................................................................ 16
Tim Hortons ..................................................................................................................................... 16
Wi-fi ................................................................................................................................................... 16
Vending Machines ........................................................................................................................... 16
Visitors ............................................................................................................................................ 16
Your Account ................................................................................................................................... 17
Foundation .............................................................................................................................................. 18
Appendices ............................................................................................................................................ 19
What to Bring................................................................................................................................... 19
Important Information ..................................................................................................................... 19
Checklist: What You Need to Know When You Go Home .......................................................... 20
PLEASE NOTE: We are constantly changing to meet your needs.
The information presented here may be subject to change.
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www.ckha.on.ca
CHATHAM-KENT HEALTH ALLIANCE
WELCOME TO CHATHAM-KENT HEALTH ALLIANCE
Welcome,
At Chatham-Kent Health Alliance (CKHA), we have a
long tradition of service excellence and we thank you
for entrusting us with your care.
During your stay with us, we look forward to
anticipating your needs for care and comfort, and
hope that this information guide will help you and
your family.
If at any time you need additional information about
your care or your care plan - please ask a member of
our dedicated and professional staff.
We believe in working with patients and their families
to deliver compassionate, quality care for our
community. This guide was developed in cooperation
with our Patient & Family Centred Care Committee
(PFCC) with an aim to provide the information most
helpful to people using services at both our
campuses. As with all things at CKHA, we welcome
your comments and feedback on how we can
continue to improve.
At CKHA, our vision is to be an exceptional
community hospital that is setting standards and
exceeding expectations. Our mission reflects our
desire to deliver compassionate, quality care
together.
We hope you see our team living our vision and
delivering our mission during your stay with us.
C o l i nPatey
Pa t e y
Colin
Maureen Coleman
President & CEO
Patient Advisor,
PFCC Chair
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MISSION, VISION, VALUES
CONTACT INFORMATION
Chatham-Kent Health Alliance
80 Grand Avenue West
PO Box 2030
Chatham, Ontario N7M 5L9
Chatham-Kent Health Alliance
325 Margaret Avenue
Wallaceburg, Ontario N8A 2A7
Tel: (519) 352-6400
For more information about CKHA,
please visit
www.ckha.on.ca
Special thanks to advertisers herein, who make this publication possible
through their financial support.
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www.ckha.on.ca
PATIENT VALUES
CKHA’s Patient Values were developed under the leadership of the Patient and Family Centred
Care Committee and in consultation with the community.
As a patient, these values are important to me and my family:
Mutual dignity and respect for patients, families, and the healthcare team.
This means the healthcare team:
9 Introduces themselves and calls me by
name
9 Pays attention to my privacy and
confidentiality
9 Listens to and honours my choices and
family viewpoints
9 Recognizes that my family and I bring
expertise and experience
9 Gives consideration to my knowledge,
cultural values and spiritual beliefs
As a patient, I am a partner in my
healthcare. This means I will:
9 Treat the healthcare team with
respect
9 Respect the rights, property,
privacy and diversity of other
patients and families at CKHA
Mutual information sharing that is correct and relevant.
This means the healthcare team:
9 Shares information with me at a level
and pace I can understand
9 Shares information with family members
or friends as identified by me
9 Gives me access to complete
information in as confidential and timely
manner as possible
9 Confirms that I know how to manage my
care
9 Helps me to understand how I can stay
healthy and safe
As a patient, I am a partner in my
healthcare. This means I will:
9 Provide the healthcare team
information required to provide
safe, quality care such as
medications taken, allergies and
medical history
9 Ask questions. Listen to others.
Talk about my concerns
Participation of patients and families in care and decision making at the level I choose.
This means the healthcare team:
9 Involves me and my family in planning
my care and in preparing for when I
leave the hospital
9 Includes family and friends I want
involved in my care and during
procedures when possible
9 Respects my choices
9 Provides me with the best possible care,
treatment, and level of comfort
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As a patient, I am a partner in my
healthcare. This means I will:
9 Actively participate in the
treatment plan we create together
9 Promote infection prevention
e.g. by washing my hands
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Collaboration between patients, families and healthcare providers to create the environment we
expect and need.
This means the healthcare team:
9 Includes me in making decisions about
my care
9 Partners with patients and families in
hospital design, professional education,
policy and program development
9 Gives their full attention when I ask
questions or when talking with me
9 Addresses concerns I may have about
my experience and provides feedback in
a timely manner
9 Learns from my patient experience to
improve care
As a patient, I am a partner in my
healthcare. This means I will:
9 Provide feedback to CKHA about
my patient experience to improve
care such as talking with us,
completing comment cards or
satisfaction surveys
9 Not just think it, say it. If I have a
question about a process or safety
concern, I need to ask
As a patient, the concepts of dignity and respect, information sharing, participation, and
collaboration are important to me and my family. The patient and family values are based on these
concepts of Patient and Family Centred Care, the Philosophy of Care at CKHA.
PATIENT AND FAMILY CENTRED CARE
Patient & Family Centred Care is a philosophy where patients and their families are partners in the
planning and decision making for their care and treatment. CKHA is committed to providing quality
patient and family centred care. Receiving feedback from patients and families helps us to improve
the quality of care and services we provide. As a partner in your care, we want to hear from you
about what we do well and suggestions on how we can improve the care and services we provide.
The following information will help you to understand patient relations and what to do to provide
feedback regarding your hospital experience.
PATIENTS ARE PARTNERS FOR SAFER HEALTHCARE
One of the contributing factors to receiving the best healthcare is to be an active member of your
healthcare team. This means taking part and being involved in every decision about your care. This
also means asking a member of your healthcare team if you have questions so that you can make
informed choices. It means coming prepared for your medical treatment and knowing what to do when
you get home. Here are a few simple tips to help you through your hospital experience:
9 Ask your doctor or nurse if you have any questions or
concerns about your care.
9 Bring all of your medications with you when you come
to the hospital, including all prescription and nonprescription medications, complementary and herbal
supplements. You will not be taking your own
medications while in hospital, but this will help your
healthcare team ensure your medications are ordered
accurately.
9 Be sure to tell your healthcare team about your past
illnesses, your current health condition, and any past
allergies or reactions to medications or food.
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PATIENT RIGHTS AND RESPONSIBILITIES
You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing,
make sure you know and understand the benefits and risks. This is informed consent. If you have any
questions or would like additional information before signing, talk to your doctor. You have the right to
refuse treatment. You also have the responsibility to disclose all symptoms and changes in your
condition to your caregivers and to follow their instructions regarding treatment.
Please appoint a family spokesperson. This person can take on the task of calling the nursing station
for information and passing news on to the rest of the family. You are also urged to consider
Advance Care Planning. For more information about advance care planning speak to your health
care provider or visit www.advancecareplanning.ca. Advance Care Planning can help you set
in place a:
1. Substitute Decision Maker (SDM) - a person who is authorized to give consent and make
treatment decisions on behalf of an incapable person.
2. Power of Attorney for Personal Care - the document used to name in advance your substitute
decision maker for personal and health care decisions.
3. Conversation with your SDM and health care providers around your values and wishes regarding
life-sustaining treatment.
If you have any documentation about your wishes or have named a Substitute Decisions Maker,
please provide a copy to your caregiver for your chart.
PATIENT RELATIONS - HEARING FROM YOU
Patient relations is a process that provides a way to track the quality of the patient experience. It is a
way to identify opportunities for improvements to better meet the needs and expectations of patients
and their families. Patient relations is the responsibility of all staff and physicians at CKHA.
Wherever possible, concerns of patients and families should be addressed at the point of
communication. We also have a patient relations service available to work with you and your
healthcare team to help address unresolved concerns, answer questions or forward suggestions or
compliments to the appropriate people or program.
Contact Patient Relations:
Phone: 519-352-6400 Ext. 6418 Fax: 519-380-2900
Email: [email protected]
Mail: Attention: Patient Relations
Chatham-Kent Health Alliance
80 Grand Ave. West
P.O. Box 2030,
Chatham, Ontario N7M 5L9
Hours of operation: Mon. – Fri. 8 a.m. to 4 p.m. excluding holidays
www.ckha.on.ca
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Compliments:
We always appreciate hearing a good story or compliment about your patient experience. If you feel
a certain aspect of your hospital experience was exceptional, or you wish to recognize someone,
please let us know. You can write, email, or call Patient Relations and we will share your comments
or story with those being recognized. You can also visit the CKHA hospital website at
www.ckha.on.ca and click on the “We’re Listening” button to send us your comments.
Concerns or Suggestions:
1. We encourage you to try to resolve your questions or concerns directly with the people involved
in your care, as soon as possible. The nurses and your physician are excellent sources of
information. They will listen and respond to your concerns.
2. If concerns are not resolved to your satisfaction, ask to speak with the Unit Clinical Leader
(Charge Nurse) or the Manager, Director or Patient Flow Coordinator.
3. If concerns are still not resolved to your satisfaction, or you are not sure who to speak to, contact
the Patient Relations service at extension 6418 to act as your liaison in addressing your
concerns.
Compliment or Concern
Share with Nurse, Physician,
Charge Nurse, Manager, Director
or Patient Flow Coordinator
Phone: 519-352-6400 Ext. 6418
Fax: 519-380-2900
Email: [email protected]
Other:
You may receive a patient satisfaction survey in the
mail from NRC Picker. The NRC Picker survey is
used to see how we are doing in achieving
satisfaction among our patients. The survey allows us
to compare ourselves to others, and to identify areas
we are doing well or may need to improve. If you
receive this survey, you will be asked to grade how
CKHA is doing in a number of areas. The survey is
returned directly to NRC Picker, not to CKHA. NRC
Picker then sends CKHA the results. Your identity is
never disclosed – it is kept confidential. It is important
that you complete the survey because we want to
constantly improve based on your feedback.
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An Exceptional
Community Hospital
Setting Standards - Exceeding Expectations
Étre un hôpital
communautaire exceptionnel
Établir des normes dʼexcellence
Aller au-delà des attentes
www.ckha.on.ca
WHO WE ARE
Delivering quality care to residents of Chatham-Kent, South Lambton and Walpole Island,
Chatham-Kent Health Alliance is a 200+ bed community hospital system, equipped with state-ofthe-art facilities and technologies. Formed in 1998, CKHA is committed to core service excellence,
top-flight operational performance and to becoming a hospital of choice in Southwestern Ontario. We
are a proud partnership of three hospital corporations, located on
campuses in Chatham and Wallaceburg.
CKHA is comprised of 1350 compassionate staff, 251 healthcare
professionals and 500 volunteers who care for thousands of
inpatients, outpatients and emergency patients annually, with an
average patient satisfaction rate of 91%.
91%
Average Patient
Satisfaction Rate
2013/14
We are:
•
•
•
•
Academically affiliated with the Schulich School of Medicine – University of Western Ontario
A Registered Nurses Association of Ontario (RNAO) Best Practice Spotlight Organization
Linked to tertiary centres in London, Windsor and beyond
A national leader for clinical technology
• A Trillium Gift of Life Network hospital
• Recipient of several provincial awards for employment excellence, information technology,
communications and environmental efforts
Our Core Clinical Programs include
•
•
•
•
Emergency Services
Critical Care
Medicine
Mental Health & Addictions
• Rehabilitation & Complex Continuing Care
• Surgery & Ambulatory Care
• Women & Children’s Health
We Offer
• Provincially designated District Stroke Centre
• MRI & CT Examinations
• Ontario Breast Screening Program –
High Risk Breast Screening program
• Hemodialysis Satellite Program
• Early Psychosis Intervention Program for Youth
• Satellite Chemotherapy Unit
Our Model of Care is
• Patient and Family Centred, with an average
patient satisfaction rate of over 91%
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MAP OF CHATHAM CAMPUS
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www.ckha.on.ca
MAP OF SYDENHAM CAMPUS
www.ckha.on.ca
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GENERAL INFORMATION
ALLERGIES
It is very important that our staff be made
aware of any allergies you may have (e.g.
food, latex, medication, tape, plastic,
metal, etc.). Please make them known to
nursing staff during your admission to a
unit. Because some patients, visitors and
staff are allergic to products containing
latex, we do not allow latex balloons in the
hospitals. As an alternative, mylar balloons
(the silver, shiny balloons) are welcomed.
ATMS
An Automated Teller Machine (ATM) is
available near the Lobby in Chatham.
CAFETERIA
Café Grand (Chatham Campus) is open
Monday to Friday from:
x 7:45 am to 2:00 pm
There are also vending machines, stocked
daily, available at both campuses. Seating
is available at both hospital campuses for
use by patients, families, visitors, staff,
physicians, volunteers and students.
There are also outdoor picnic areas with
tables, if you would like to eat outside.
DISCHARGE PLANNING
Discharge is a planned event that involves
the patient and the family. Your doctor,
nurses and other healthcare professionals
help you co-ordinate your care so that you
are well prepared in advance to return
home as soon as possible. We work with
many community resources to provide
follow-up on your recovery when you
leave the hospital.
ECARD
Friends and loved ones can let you know
they are thinking about you by sending an
eCard. Anyone with internet access can
go to www.ckha.on.ca website and click
on “Send an eCard”.
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This free service is available for anyone
currently an inpatient at Chatham-Kent
Health Alliance. Cards are printed and
distributed by CKHA volunteers (please
note delivery time is subject to availability).
EMOTIONAL AND SPIRITUAL SUPPORT
Hospital Spiritual Care Provider (SPCs)
are trained professionals who are
members of the healthcare
interdisciplinary team. SPCs can help if
you are in need of emotional and/or
spiritual support, are feeling lonely,
discouraged or misunderstood, need
religious care, wish to receive
sacrament(s), have special religious needs
according to your faith tradition (e.g. food,
customs at birth, death, removal of
religious symbols, religious holidays), are
experiencing loss or grief, and/or if you
wish to pray. If you would like a visit from
a hospital SPC, please contact your
healthcare provider.
Eucharistic Ministers are available upon
request to distribute Holy Communion for
Roman Catholic patients. Patients and
families may request the Sacrament of the
Sick and staff will make the appropriate
arrangements.
Everyone is welcome to visit the Chapel
just off the Main Lobby (Chatham), and
the Quiet Room on the 1st floor at
Sydenham Campus (Wallaceburg).
Catholic and multi-denominational masses
are also held weekly at the Chatham
Campus, please contact a hospital SPC
for more information.
ETHICS CONSULTATION
We have an ethics team that consists of
20 staff members and volunteers who
have received ethics training to assist with
ethical decision making. An ethicist is
available on the discretion of the team.
This service is available to anyone who
faces an ethical dilemma. If you or your
www.ckha.on.ca
family is faced with an ethical dilemma,
your caregiver can assist you in accessing
the expert advice required.
FAMILIES
Family are not visitors. Family is defined
by the patient and is not restricted to
relatives. Upon admission or any time
during the patient’s hospitalization, the
patient or the patient’s representative may
determine who they consider as family and
when and how they want them involved in
their care twenty-four hours a day. Space
limitations, infection prevention and
control, and patient decision, in
partnership with the healthcare provider,
will determine the number of family
members (as defined by the patient) who
will be able to be with the patient.
The Comfort Inn in Chatham offers a
special rate for families with a loved one in
the hospital -- call 519-352-5500. A card
from your nursing unit confirming a
hospital stay or hospital appointment is
required upon hotel check-in.
x
x
At the Chatham Campus, from 8:30
pm to 6 am, families are asked to
enter CKHA through the Emergency
Department door and speak to a
security guard. The security guard
will ask for the name of the patient,
and call the unit.
At the Sydenham Campus, from 9 pm
to 6 am, families are asked to enter
CKHA through the Emergency
Department door and speak to a
security guard. The security guard
will ask for the name of the patient
and call the unit.
FIRE SAFETY
Our staff is trained to deal with emergencies.
To assure emergency readiness, we test the
fire alarm system each month. In the event
of a fire or drill, you will hear the alarm bell.
Remain where you are unless directed by
staff to do otherwise. Do not use the
elevators. Staff will close your windows and
the door to your room. Please have your
visitors remain in your room. Staff is
positioned outside in the hall, awaiting
further instructions on the overhead speaker
system. At the end of the drill, “All Clear”
will be announced. You are free to resume
your usual activities at this time.
FOLLOW-UP MEDICAL APPOINTMENTS
After discharge from the hospital, follow-up
tests or procedures may be required to
monitor your health. Some services at
CKHA require pre-scheduled
appointments, while others are available on
a walk-in basis.
Patients can pre-schedule hospital
appointments through CKHA’s Patient
Appointment Office (PAO) at 519-437-6012
or toll-free at 1-877-726-2542:
x
x
Mon to Thurs: 7:30 am - 4:00 pm
Fri: 7:30 am - 4:30 pm.
When scheduling an appointment with the
PAO, please have your Health Card and
signed test requisition handy.
GIFT SHOPS
Our Gift Shops offer a variety of items for
your convenience. The Gift Shops are
located near the Main Lobby at both
campuses and are operated by volunteer
auxiliary groups.
To learn more about their products and
delivery options contact:
Serendipity (Wallaceburg) ext. 8880
Boutique Grand (Chatham) ext. 6598
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INFECTION CONTROL
Patient safety is a priority. In the hospital, it is everyone’s job to stop the spread of germs from one
person to another. Hand cleaning is your best defense against infection. We invite you to ask
your healthcare providers if they have cleaned their hands.
If you are experiencing fever, cough or new shortness of breath or vomiting and diarrhea, please
do not visit until you are 24-48 hours without these symptoms. There may be times when visitor
restrictions are in place due to increased cases of infection.
Clean Your Hands:
•
•
•
•
When you enter or exit the hospital
When your hands are visibly dirty
Before you eat or drink
After you use the washroom
MEDICATION
Bring all of your medications with you
when you come to the hospital, including
all prescription and non-prescription
medications, complementary and herbal
supplements. You will not be taking your
own medications while in hospital, but this
will help your healthcare team ensure your
medications are ordered accurately. After
we have finished assessing your
medications-from-home, we will ask you to
have someone take them back home for
you. This is to ensure your personal
medications are safely at home during
your stay at CKHA.
Be sure to tell your healthcare team about
your past illnesses, your current health
condition, and any past allergies or
reactions to medications or food.
NEWSPAPERS
Newspaper stands are available near the
Lobby, Gift Shop, and lower level
elevators (Chatham).
NUTRITION SERVICES
Your meal orders will be taken daily by a
trained Nutrition Services staff member. If
you have special food requests, please
call ext. 6659. This extension is monitored
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• After you cough, sneeze, blow
your nose
• After you handle garbage
• Cough or sneeze into your sleeve.
from 5:00 am to 8:00 pm. Meal Delivery
Times are:
x
x
x
Breakfast 7:30 am - 8:15 am
Lunch 11:30 am - 12:15 pm
Supper 4:30 pm - 5:15 pm
ON-SITE RETAIL PHARMACY
Located at CKHA’s Chatham Campus
(near Tim Hortons), Elston Pharmacy is
open weekdays from 9:00 am to 5:00 pm.
PARKING
Hospital parking includes pay-and-display
meters and lots (both campuses), gated
lots payable upon exit (Chatham Campus).
For frequent visitors and family, weekly
and monthly reduced parking passes
can be purchased from Precise Parking
Office at the Chatham Campus (located
in Lot C, nearest to the main entrance)
and from Admitting at the Sydenham
Campus (located in the main lobby
area).
CK Inter-Urban Transit bus company (a
privately owned transportation company)
also provides bus service from
Wallaceburg to Chatham. For more
information, please call (519) 354-7433.
www.ckha.on.ca
PERSONAL BELONGINGS
Please keep only the personal items
required to make your stay more
comfortable (example: bathrobe, slippers,
personal grooming articles, etc.). If you
wear dentures, prescription glasses,
hearing aids or a prosthetic device, please
take special care they do not become
misplaced. All electrical items such as hair
dryers, radios and electric shavers must
be safety-checked by our Engineering
Department prior to use. Please inform
your nurse of these items in your
possession. We do not assume
responsibility for your personal
medications, money, valuables or
personal belongings.
PET POLICIES
CKHA has a pet therapy program in place
and supports family pet visitation (with
appropriate safety documentation). Please
ask your healthcare provider for
information about both options.
PHOTOGRAPHY/VIDEO/TAPE RECORDING
It is not permissible to photograph,
videotape or tape record staff, physicians
or other patients without the permission of
all involved.
PRIVACY
Respecting your privacy is our legal,
ethical and moral responsibility.
To provide compassionate, quality care
and treatment, CKHA must gather, use
and keep safe certain patient information.
Our Privacy Policy guides the
management of confidential information.
To maintain and enhance care, we partner
with the Foundation of CKHA. The
Foundation fosters financial support for
unfunded or under-funded equipment,
facilities and operations. To allow our
Foundation to inform you of fundraising
activities, special events and funding
needs, CKHA provides the name, address
www.ckha.on.ca
and telephone number of former patients.
No other information is provided. The
Foundation protects personal information
as required by the law and does not rent,
sell or trade contact lists.
If you have any questions or concerns
about CKHA’s Privacy Policy, or if you
wish to be excluded from Foundation
contact, please contact CKHA’s Privacy
Officer at 519-437-6100.
RADIO AND TELEVISION
Patients are permitted to have portable
radios but they are to be used with an ear
piece and safety-checked by our
Engineering Department. Personal
televisions are not permitted in the
hospital.
Television rental is available from
Hospitality Network. Both basic and
premium cable services are available in
most departments for a daily fee. For
information and installation, please call
Hospitality Network at 1-800-387-8223.
SCENT-FREE ENVIRONMENT
Please avoid any scented products such
as cologne, aftershave, hair care products,
lotions or perfume and highly scented
flowers, such as Lilies, as they can trigger
allergic reactions.
SMOKE-FREE ENVIRONMENT
Chatham-Kent Health Alliance supports a
smoke-free environment. There are two
designated smoking areas (covered
shelters) at the Chatham Campus and one
at the Sydenham Campus. See the
Campus Maps for locations.
SPECIAL ASSISTANCE
CKHA is governed by the Accessibility for
Ontarians with Disabilities Act and is
responsible to provide services and a
facility that is accessible to all. At your
request, we can provide assistive devices
such as wheelchairs, hearing amplification
devices, telecommunication devices, sign
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language and 24/7 interpreter service. To
make arrangements, please discuss your
needs during your pre-admit visit or with
your doctor or nursing staff upon arrival.
This and any other document can be
provided to you in various accessible
formats that take into account your
accessibility needs due to a disability.
TELEPHONES/CELLULAR PHONES/
PAY PHONES
The radio frequency of cellular phones can
interfere with the proper functioning of
some medical equipment. Please verify
with your healthcare provider if the use of
a cellphone places you or your loved one
at risk. Bedside telephones are available
in most rooms and local calls may be
made at no cost to you. Simply press ‘9’
and the local number. To place a long
distance call, please dial extension 6299
and the operator will assist you. You must
call collect, or bill your home number or
use your personal long distance calling
card. To place a call inside either Campus
of CKHA, dial the 4-digit extension
number. Pay phones are also located near
your unit.
TIM HORTONS
Tim Hortons (Chatham Campus) offers
donuts, bagels, cookies, muffins and hot
and cold beverages from 6:30 am to 8:30
pm, every day of the week.
WI-FI
CKHA has limited Wi-Fi coverage. If you are able to connect to the guest Wi-Fi signal, please ask
a member of staff to provide you with the username and password, which can be found on
CKHA’s intranet. Please do not enter or call the Emergency Department for the code. There is no
guarantee of Wi-Fi access at CKHA.
VENDING MACHINES
Vending machines (Chatham) are located in the Cafeteria, Emergency Department, Ambulatory
Care and the main lobby of the hospital. At Sydenham Hospital, the vending machines are located
in the Cafeteria and the Emergency Department.
VISITORS
Visitors are welcome between the hours of: 2 pm to 8 pm – this does not pertain to family as defined
by the patient. On occasion, patients may prefer no visitors. Respecting other patients, the number
visitors is determined in partnership with the healthcare provider (HCP) – please consult your HCP,
if you anticipate the number of visitors exceeding more the 2 at one time arrangements for the
lounge can be made.
16
www.ckha.on.ca
YOUR ACCOUNT
As a patient, you are responsible for
understanding your healthcare plan
benefits (i.e. your provider’s information)
and the extent of your coverage (i.e. type
of accommodation, such as semi-private
or private). Knowing your healthcare
coverage upfront will eliminate billing
issues upon your discharge from the
hospital.
If you are a Canadian resident and have a
valid health card, expenses related to your
care are usually covered by the Ontario
Ministry of Health (OHIP) or your
insurance plan. This includes in-patient
supplied food, x-ray, medication,
laboratory services, medical and surgical
equipment, support services and more.
Registration will have you verify and sign
for your preferred accommodation billings
for semi-private and private rooms which
will be directed to your health insurance
company. The ultimate responsibility for
payment rests with you.
Please check the terms of your coverage
with your employer or insurance company
each time you visit the hospital, because
coverage can change. If you have signed
for your room upon registration, however,
after confirming with your insurance
company you discover you no longer have
coverage, you must notify either Admitting
at ext. 6005, or Finance at ext. 6339.
www.ckha.on.ca
Some procedures, supplies and
Ambulance transportation are not covered
by OHIP and are the responsibility of the
patient. A list of these fees can be found
on our website at www.ckha.on.ca. If you
require an extended hospital stay
(continuing care or rehabilitation patient)
or are ready for discharge home or to a
long term care facility, there may be
additional charges not covered by OHIP
that you will be required to pay.
Upon discharge from the hospital, please
take the opportunity to stop by our
Cashier’s office in the main lobby to settle
any outstanding accounts such as
preferred accommodation fees, service
fees, supplies or co-pay. These accounts
can be settled using the following payment
options:
1. Cashier’s office located in the main
lobby
2. Telephone: 519-352-6400 ext. 6319
3. By Mail: Chatham-Kent Health
Alliance, PO Box / C.P. 2030,
Chatham, ON N7M 5L9
4. Online: www.ckha.on.ca
We accept cash, debit, cheque, and credit
card. If you have any questions about your
invoice please contact the Business Office at
519-352-6400 ext. 6318 or ext. 6339.
17
FOUNDATION
18
www.ckha.on.ca
APPENDICES:
WHAT TO BRING
Item
Description
Requisition Form
Signed and from your healthcare provider.
Ontario Health
Insurance Plan Card
(OHIP)
Green with photo or red and white. If you have red and white,
please bring photo ID with you (ie. driver’s license) to validate
your identity.
Social Insurance #
and WSIB Claim #
For workplace related injuries. You also need to provide
Employer Name, Address and Phone Number.
Details of any
additional health
coverage or
insurance policies
Your preferred accommodation at time of admission.
Your employer.
Know your coverage (semi or private); if you have a deduction
or a cap (e.g. Insurance provider pays 50% of your semi private
room).
Your semi or private insurance card.
If your insurance provider pays a portion of your room charge,
bring a cheque or credit card to pay the balance owing at the
time of discharge.
All of your medication, including prescription and
non-prescription medications.
Please Do Not
Bring
Large sums of money; jewellery or items of sentimental value;
alcohol & tobacco products.
IMPORTANT INFORMATION
Name of Unit
Name of Doctor
Key Contact
www.ckha.on.ca
19
CHECKLIST: WHAT YOU NEED TO KNOW WHEN YOU GO HOME
Ward or Unit where I was treated
Doctor who treated me
Health Problem I was treated for
Medical treatment I received
Instructions for my care at home
What should I eat or drink?
What should I avoid
eating/drinking?
What activities can I do?
What activities do I need to
avoid?
When can I go back to work
or resume normal activities?
Follow-up Appointments (i.e.
Diagnostic Imaging)?
If I have a question or problem,
I should call?
20
www.ckha.on.ca
COMMUNITY SUPPORTERS
Chatham-Kent Health Alliance is extremely grateful to all advertisers for helping to
make this guide possible. Please note, an advertisement in this guide does not imply an
endorsement by Chatham-Kent Health Alliance.
ACCOMMODATIONS
RETIREMENT RESIDENCES
Comfort Inn............................................ 24
Travelodge ............................................. 28
Blenheim Community Village................. 27
Chatham Retirement Resort .................. 25
Diversicare - Erie Glen Retirement
Residence.............................................. 23
Diversicare - Hudson Manor Retirement
Residence.............................................. 23
Diversicare - Maple City Retirement
Residence.............................................. 23
Diversicare - Park Street Place
Retirement Residence ........................... 23
Eden Villa Retirement
& Assisted Living ................................... 26
Residence on the Thames..................... 24
St. Andrew’s Residence ........................ 27
Village on the Ridge .............................. 27
ASSISTED LIVING
Eden Villa .............................................. 26
St. Andrew’s Residence ........................ 27
COUNSELLING
Chatham-Kent Sexual Assault
Crisis Centre .......................................... 22
Chatham-Kent Women’s Centre ............ 27
DENTISTS
Dr. Min Chhang Liu ................................ 26
Grand West Dental Group ..................... 28
FUNERAL SERVICES
Hinnegan-Peseski Funeral Home.......... 26
McKinlay Funeral Homes Ltd................. 27
WOMEN’S SHELTER
Chatham-Kent Women’s Centre ............ 27
HOME HEALTHCARE SERVICES
Bayshore Home Health ......................... 22
LONG-TERM CARE
Diversicare - Tilbury Manor
Long-Term Care..................................... 23
Meadow Park Chatham Inc. .................. 26
MEALS ON WHEELS
Meals On Wheels Chatham-Kent .......... 24
MEDICAL SUPPLIES
Motion Specialties ................................. 28
MOVING AND STORAGE
Mike’s Moving & Storage ....................... 22
PROSTHETIC SERVICES
Loewen Prosthetic Services Ltd. ........... 22
RESPITE CARE
Bayshore Home Health ......................... 22
REST HOMES
Residence on the Thames..................... 24
www.ckha.on.ca
21
Home care
designed especially for you
In the Chatham area,
please call
rNursing
rPersonBM$Bre
rHomF4upport
r$ompanionship
519.354.2019
1.888.227.5011
rFundinHInvestigations
rFreFAssessments
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urse4upervised4taff
rHoVSDaZ4ervice
www.bayshore.ca
1505 Prince Rd., Windsor, Ontario N9C 3B1
Located next to Hôtel-Dieu Grace Healthcare – Tayfour Campus
Phone: 519-253-9797 Fax: 519-734-6713 Toll Free: 1-877-848-8882
www.loewenprosthetics.com [email protected]
CHATHAM – KENT
SEXUAL ASSAULT
CRISIS CENTRE
For help or information about
sexual assault/harassment/abuse
please call the CKSACC
Business Line
519-354 – 8908
9:00 to 5:00 Mon.-Fri.
24 Hour
Crisis Line:
519-354-8688
22
www.ckha.on.ca
It’s all about living
It’s all about
life
Life is fulfilling at Diversicare Homes. Independent living, assisted living,
quality care, well-balanced meals and entertainment; it's all a part of
what Diversicare offers.
Diversicare Presents: Brain Gym® And More is an innovative program that
supports the current brain research about the brain’s plasticity. Residents that participate
in this program may find that it reduces or slows down neuro-degenerative disease. This
program has been designed for Diversicare and includes other modalities such as Trager®,
Stress Management, Bal-A-Vis-X®, Play Therapy, Recreational Therapy and more.
Hudson
Manor
Erie Glen
Manor Retirement ResidencePark Street Place
119 Robson Residence
Rd., RR #1 Leamington, ON N8H
3V4, (519)Residence
322-2384
Retirement
Retirement
36
Lawson St.,
Hudson
Manor Retirement Residence 650 Park St.,
Tilbury,
ON N0PSt.,
2L0Tilbury, ON N0P 2L0, (519) 682-3366
Dresden, ON N0P 1M0
36 Lawson
(519) 682-3366
(519) 683-4474
Maple City Retirement Residence
97 McFarlane Ave., Chatham, ON N7L 4V6, (519) 354-7111
Maple City
Tilbury Manor
Park
Street
Place
Retirement
Residence
Retirement Residence
Long-Term Care
www.diversicare.ca
www.ckha.on.ca
650
Park St.,
Dresden, ON N0P 1M0, (519) 683-4474
97
McFarlane
Ave.,
16 Fort St., P.O. Box 160,
Chatham,
N7L 4V6Long-Term Care
Tilbury, ON N0P 2L0
TilburyONManor
16
Fort
St.,
P.O.
Box
160,
Tilbury,
ON
N0P
2L0,
(519)
682-0243
(519) 354-7111
(519)
682-0243
23
Meals on Wheels Chatham-Kent
is dedicated to supporting
health, well-being and
independence.
519-351-MEAL(6325)
www.mealsonwheelsck.com
Two great organizations partner to offer you...
A home away from home
A RETIREMENT COMMUNITY
DEDICATED TO SENIORS
tShort-Term Respite Stays
tTrial Stays Available
tSpacious Studios & Suites
tThree Chef-Prepared Meals Daily
tActivity Director & Social Programs
tWeekly Housekeeping & Personal
Laundry
t24 Hour Emergency Response
tAssisted Living Care
tShuttle Service for Planned Outings
Call Today, 519-351-7220
850 Grand Ave. W., Chatham, ON N7L 5H5
www.myretirementliving.ca
24
Offers you a special rate for
a clean, comfortable room.
Chatham Comfort Inn
is happy to donate
a portion of the room
rate to the Foundation
of Chatham-Kent
Health Alliance to be used for
patient care and equipment.
Alliance Care Program
$
*
starting at 80.99
Includes Continental Breakfast
* Rooms can accommodate up to 5 persons. Taxes are extra. Offer cannot be
combined with any other special discount, group rate or contracts. Subject to
availability. Valid until December 30, 2015. Rate based on 1-4 persons.
Confirmation of a hospital stay or appointment
will be required upon check-in.
Ask for the Alliance Care Rate
Chatham Comfort Inn
1100 Richmond St. Chatham, ON N7M 5J5
For more info and reservations
phone: (519) 352-5500
www.chathamcomfortinn.com
www.ckha.on.ca
Love, Care and Compassion makes us all Family.
CHATHAM RETIREMENT RESORT has earned the reputation as one of Chatham’s finest
and most respected Senior’s Residences. We are noted in our community for our dedicated
team of health care professionals. Every suite has a lifeline pendant and our qualified staff are
there at a push of a button. We offer convalescent stays, vacation stays and permanent stays.
519-351-7777
25 Keil Dr. North | Chatham, ON N7L-5J9 | www.chathamretirement.ca
Improve circulation
to your legs and feet, help
maintain muscle strength,
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25
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QUALITY CARE
for QUALITY PEOPLE
MEADOW PARK CHATHAM INC.
FULLY ACCREDITED LONG TERM CARE HOME
110 Sandys St. t Chatham ON N7L 4X3
TEL 519-351-1330
t
FAX 519-351-7933
www.jarlette.com
C R E A T I N G B E A U T I F U L & H E A LT H Y S M I L E S
DR. MIN CHHANG LIU
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70 ELLEN STREET, BLENHEIM, ON N0P1A0
26
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PAT I EW
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offi[email protected]
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www.ckha.on.ca
Village on the Ridge
SENIORS’ COMMUNITY BY
We couldn’t have come this far without
the support of good people like you.
519-674-5427
9 Myrtle Street, Ridgetown, ON N0P 2C0
www.reveraliving.com
Chatham Kent Women’s Centre
t 24-hour Shelter Services & Crisis Lines
t Individual and Group Counselling
t Individual and Group Counselling for children
who witnessed abuse
tC RISIS LINE:
519-354-6360 or 1-800-265-0598
t#64*/&44-*/& 519-351-9144
t55: 519-354-6998 tFAX: 519-354-6038
20 Sandys St.
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tEMAIL: [email protected]
t8&# www.ckwc.org
76 Main St. E.
Ridgetown, ON
519-674-3141
459 St. Clair St.
Chatham, ON
519-351-2040
141 Park St.
Blenheim, ON
519-676-3451
www.mckinlayfuneralhome.com
YOUR FAMILY
YOUR COMMUNITY
YOUR FUNERAL HOME
27
785 St. Clair Street,
Chatham, ON, N7M 5J7 | T: 519-358-7096
[email protected]
555 Bloomfield Road, Chatham, ON N7M 5J5
Come and enjoy our spacious rooms, in-room coffee and complimentary breakfast!
For Reservations, Call Direct at: (519) 436-1200 or (800) 578-7878
www.travelodge.ca
GRAND WEST DENTAL GROUP
GRAND WEST HEALTH SERVICES INC.
Dr. C. P. Johnston
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227 Grand Avenue West, Chatham,
Ontario, Canada N7L 1C3
28
519-354-6000
www.ckha.on.ca
We are...
everything
print&
deslgn
See this publication and more at
www.patientdirectory.ca
and
http://issuu.com/willowonline
...if you can THINK it, we can INK it!
Tel.: 613-475-2927 Ŗ 800-339-5662
15681 Highway #2, Box 1599 Ŗ Brighton, ON K0K 1H0
[email protected] Ŗ www.willowpublishing.com
www.ckha.on.ca
29
Appointments:
Where
Number
Notes:
30
www.ckha.on.ca
www.ckha.on.ca
31
32
www.ckha.on.ca
Your Health Care - Be Involved
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www.ckha.on.ca
33
www.ckha.on.ca