Patient Information Handbook - St. Joseph`s Health Centre Toronto
Transcription
Patient Information Handbook - St. Joseph`s Health Centre Toronto
Patient and Visitor Information Handbook Connect with St. Joe’s online: @MyStJoes /MySt.Joes www.youtube.com/ StJoesHealthCentre www.stjoe.on.ca St. Joseph’s Health Centre 30 The Queensway Toronto, ON, M6R1B5 416-530-6000 Please take this copy of our Handbook home with you for future reference. REVISED JANUARY 2014 Welcome This handbook is a brief overview of St. Joseph’s Health Centre’s campus and some of the many services that we offer. Use this publication to familiarize yourself with St. Joe’s. It’s a big place with lots of different Patient Care Wings. Coming here can be overwhelming, but we hope this handbook gives you, your family and friends information needed during your stay with us. Please don’t be shy about talking to any staff member if you have questions or concerns. Our priority is to Put Patients First by providing safe, quality care. About St. Joseph’s Health Centre Who We Are............................5 Site Map..................................6 Mission, Vision and Values......7 Patient Declaration of Values..8 Accessibility.............................8 Assistive Devices....................9 Guide/Animal Services.......... 10 Support Person..................... 10 No Smoking on Hospital Property................................ 11 Directions to St. Joseph’s Health Centre........................ 11 Parking.................................. 13 Entrance Hours..................... 16 Free WiFi............................... 16 Coming to the Health Centre as a Patient Telephones in Patient Rooms...................................20 TV rentals for Patient Rooms...................................20 Financial and Insurance Information for Insured Patients.................................20 Financial and Insurance Information for Uninsured Patients................ 21 How to Contact your Health Care Providers (Chain of Communication)..... 21 Members of Your Healthcare Team at St. Joseph’s Health Centre...................................22 Consent for Treatment...........25 Discharge and Going Home Information............................25 About St. Joseph’s Health Centre Table of Contents Coming to the Health Centre as a Visitor Understanding Room Preventing the Spread of Numbers at St. Joseph’s Germs ..................................27 Health Centre........................ 17 Washing Your Hands with Planning for your Soap and Water ...................27 Hospital Stay......................... 17 Alcohol-based Hand Rub .....27 Medications in the Room....... 18 Personal Protective Types of Hospital Rooms...... 18 Equipment (PPE)...................27 Clean Your Hands Often!...... 19 Patient Food Services........... 19 Please note that we are constantly changing to meet your needs. Information presented may be subject to change. www.stjoe.on.ca 3 About St. Joseph’s Health Centre St. Joseph’s Health Centre Lifeline...................................35 Chapel...................................36 Multi Faith Room...................36 Centre for Clinical Ethics.......36 Visiting Hours........................29 Discharge and Going Home Information for Your Loved One....................29 Taking Pictures in the Health Centre........................29 How we Make Sure we are Providing you Safe, Quality Care.......................... 37 Safe Medication ................... 37 Your Health Care Be Involved............................ 37 Balloons................................38 Cell Phones and Other Wireless Devices...................38 Scent Free Environment........38 Patient Relations............39 Protecting your Personal Health Information.........40 Access to Your Health Record.................. 41 Hospital Services Information / Switchboard......33 Banking Machine...................33 Pay phones...........................33 Cafeteria................................33 Second Cup..........................33 Gift Shop...............................34 Flowers..................................34 Interpreter Services (Spoken and Signed Interpreter Services)..............34 Newspapers..........................35 Outpatient Pharmacy.............35 Hospital Wide Memorial Service..................................35 Credit Union..........................35 4 Patient Information Handbook Putting Patients First by Providing the Safest Care Volunteers......................... 42 St. Joseph’s Health Centre Foundation ........43 Important Phone Numbers............................46 Handbook Index..............49 Index of Supporting Businesses ......................50 St. Joseph's Health Centre is a 376-bed accredited Catholic community teaching hospital affiliated with the University of Toronto, providing health care services that reflect the universal values of respect, dignity and compassion. For 90 years, we have been committed to fostering a healthy community for all, reaching out to the disenfranchised and the disadvantaged. We are a community of people serving people. We are united in our Vision to be Canada’s Best Community Teaching Hospital, and we proudly live our Mission according to the Values of human dignity, excellence, compassion, social responsibility and community of service. Patient care is delivered through our clinical programs and clinical service areas, each of which has distinguished itself in the standard of its patient care. About St. Joseph’s Health Centre Who we are • Women, Children, Family Health and Chronic Disease Management Emergency • Mental Health & Addictions Medicine & Seniors Care Surgery & Oncology • Diagnostic & Therapeutics (Diagnostic Imaging, Laboratory Services, Pharmacy) Interprofessional Practice www.stjoe.on.ca 5 About St. Joseph’s Health Centre 6 Site Map Patient Information Handbook Mission St. Joseph’s Health Centre is a Catholic community teaching hospital providing health care services that reflect the Gospel values of respect, dignity and compassion. We are committed to fostering a healthy community for all. Working in partnership with our community, we reach out with the healing ministry of Christ to the sick, the disenfranchised and the disadvantaged. Vision Our Vision is to be Canada’s Best Community Teaching Hospital. Values As a Catholic hospital, we believe that life is sacred from the moment of conception until death, because God has given life to us in trust. Recognition of the gifted nature of human life has profound implications for the ways in which we treat each other, and how we care for every patient, while maintaining the integrity and courage to remain faithful to ourselves. About St. Joseph’s Health Centre Mission, Vision and Values For those who are not part of the Catholic religion or do not believe in God, this belief translates into respect, dignity and compassion – universally accepted human values that can be practiced regardless of religion. We practice: Human Dignity Each person is valued as a unique individual with a right to respect and acceptance. Excellence A commitment to strive for the best in care, education, research and the quality of work life. Compassion A quality of presence and caring that fosters healing and wholeness. Social Responsibility Actions that promote the just use of resources entrusted to us for the enhancement of human life, both personally and corporately. Community of Service Communities of people working together in a climate of mutual support that enable healing and the fulfillment of human potential. www.stjoe.on.ca 7 About St. Joseph’s Health Centre Patient Declaration of Values The Declaration, informed by the candid feedback and personal stories our patients, their families and members of the community generously shared with us, is a set of statements that define what you, our patients value in your care - what matters most to you as a patient at St. Joe’s. The Declaration is posted on the walls of the Health Centre as well as on our website. Here’s what the Declaration says: As patients, you told us that you value: Caring Partnering with you in your care Involving you and your family in your care Being informed about your care Quality care Accessibility St. Joseph’s is committed to providing person-centered Service Access For Everyone (SAFE) in an equitable and inclusive manner. In alignment with our organizational philosophy of care and values we respect the uniqueness of every individual and the diversity of the communities we serve. The Health Centre provides an environment that supports the public’s right to full access as defined in the Accessibility for Ontarians with Disabilities Act (AODA). Services are delivered in a manner that respects human dignity and maximizes independence, inclusivity and participatory decision-making. The Health Centre also supports equitable access to services by establishing procedures to identify and eliminate service access barriers. For compliments, concerns and to report accessibility barriers, please contact our Patient Relations Department at 416-530-6652. 8 Patient Information Handbook St. Joseph’s welcomes persons with a disability to use their own assistive devices when accessing services at/or admitted to the Health Centre, unless otherwise prohibited due to health and safety or privacy issues. Some assistive devices may be available in the Health Centre. Please use the following list of specific devices available to you at St. Joseph’s upon request. SJHC = St. Joseph’s Health Centre Deafness /or Hearing Loss • Amplified phones - available at Switchboard • Baby sound monitor with bed shaker - available on unit 1L • Pocket talkers - available at Switchboard, Ambulatory Care Centre, Pre-Admit, and selected inpatient units • Relay service - available by the telephone company • Sign Language - please advise the staff so they can make necessary arrangements. • Televisions Closed-captioned TVs are available upon request from the television rental service. • Support person - not available at SJHC but welcomed • Uniphone (TTY/TDD) - available at Switchboard About St. Joseph’s Health Centre Assistive Devices Physical • Canes - available for purchase on unit 6E and in the Fracture Clinic • Crutches - available for purchase on unit 6E, Emergency Department and in the Fracture Clinic • Long handled reachers - available for purchase on unit 6E • Long handled sponge - available for purchase on unit 6E • Elevators - located throughout our buildings • People carts - available at our entrances • Support person - not available at SJHC but welcomed • Walker - in all inpatient units • Wheelchair - available in all inpatient units, selected outpatient departments including the Emergency Department, Ambulatory Care Centre and Fracture Clinic Speech and/or Language • Communication board • Pen and paper - available in all our units • Support person - not available at SJHC but welcomed www.stjoe.on.ca 9 About St. Joseph’s Health Centre Guide/Animal Services For the wellbeing of the service animal, we ask that patients and clients please have them clearly identified/recognized (e.g. identification card, harness, jacket). Also for the safety of the service animal, the owner is to be responsible for its complete care (i.e. feeding, cleaning issues), supervision and stewardship (i.e. is kept on an appropriate lead) while on the premises. By law there are some areas within the Health Centre that are excluded to service animals including the main kitchen, sterilization areas, and the operating room. Also entry into areas with critically ill patients (i.e. Intensive Care Unit or isolation rooms) requires clearance by our Infection Control Department in advance and will be assessed on a case-by-case basis. Please speak to one of your health care providers or the Patient Care Manager in charge of your unit. If for health and safety concerns (i.e. staff having severe allergies to animals) the service animal is not permitted in an area, other provisions will be made to ensure that you receive the support otherwise provided by the service animal (i.e. the assistance of staff as sighted guides). Support Person St. Joseph’s welcomes any person with a disability to be accompanied by a support person while in the Health Centre. However, on occasions where health and safety or confidentiality/privacy issues arise, and the separation of the patient and the support person may be required, the hospital staff will make arrangements to ensure that the patient receives the assistance that would be provided by the support person. Please speak to one of our health care providers for more information. 10 Patient Information Handbook St. Joseph’s Health Centre is a smoke-free environment. Patients, visitors and Health Centre staff who smoke, can only do so at the butt stops located around our perimeter. By limiting smoking to these areas it will help reduce the exposure to second hand smoke. Please help St. Joe’s be a good neighbour and use the butt stops to extinguish your cigarettes before entering the property. Do not litter in our neighbourhood. For patients coming to the Health Centre for treatment, we can provide you with stop smoking counseling to assist you during your stay, and information about resources and supports available here and in the community. For more information please call our Stop Smoking Clinic at 416-530-6486 ext. 3969. Directions to St. Joseph’s Health Centre St. Joseph’s Health Centre is located at 30 The Queensway. Driving Directions From the West • Take the Gardiner Expressway to the Lake Shore Blvd. exit. • Go east on Lake Shore Blvd. until the Colborne Lodge exit. • Make a left turn on Colborne Lodge and travel north until The Queensway. • Make a right hand turn on to The Queensway and continue traveling east. The Health Centre is located on the left side of The Queensway, just past Glendale Ave. About St. Joseph’s Health Centre No Smoking on Hospital Property Driving Directions From the East • Take the Gardiner Expressway to the Jameson Avenue exit. • Go north on Jameson Avenue to Queen Street. • Make a left turn on Queen Street and drive along Queen Street past Roncesvalles Avenue. Here, Queen Street changes to The Queensway. • We are on the right at the corner of Sunnyside Avenue just past the TTC streetcar yard. Alternative route from the East • Take King Street or Queen Street. Both merge into The Queensway at Roncesvalles Avenue. • We are on the right at the corner of Sunnyside Avenue just past the TTC streetcar yard. Our Emergency entrance is off Glendale Avenue. Our parking garage is off Sunnyside Avenue www.stjoe.on.ca 11 About St. Joseph’s Health Centre Public Transit From the Dundas West Subway Station • Take the 504 streetcar south on Roncesvalles Avenue. • Get off at the Queen Street/Queensway stop and walk west on The Queensway past the TTC streetcar yard for five minutes. Public Transit From the Queen or Osgoode Subway Stations • Exit either station, and take the Queen 501 streetcar westbound. • Get off at the St. Joseph’s stop, the first stop past Roncesvalles Avenue. Public Transit From the King or St. Andrew Subway Stations • Exit either station, and take the King 504 streetcar westbound. • Get off at the Queen Street/Queensway stop, and walk west past the TTC streetcar yard for five minutes. Public Transit on the Queen Street Streetcar - Westbound • Take the Queen 501 streetcar (either Humber or Long Branch) westbound. • Get off at the St. Joseph’s stop, the first stop past Roncesvalles Avenue. Public Transit on the Queen Street Streetcar - Eastbound • Take the 501 streetcar (Neville Park) eastbound on the Queensway. • Get off at the St. Joseph’s stop, the first stop past Parkside Drive. Public Transit on the King Street Streetcar - Westbound • Take the King 504 streetcar (Dundas West Station via King Street) westbound. • Get off at the Queen Street/Queensway stop, and walk west past the TTC streetcar yard for five minutes. Public Transit on the 402 Parkdale Community Bus This local service TTC bus is wheelchair accessible, and runs between Springhurst Avenue in the south and Bloor Street in the north, along Lansdowne and Dufferin Streets. It can be flagged to stop at any point along the route and drivers will assist passengers on and off the bus if requested. The buses stop at the Health Centre on an hourly basis. Please call 416-393-4636 for information. 12 Patient Information Handbook Parking St. Joseph’s Health Centre has two parking garages, and a number of surface parking spots and accessible parking spots for our patients, families and staff members. Patient drop-off and pick-up areas: If someone is driving a patient with mobility issues, there is a drop off and pick up area in front of the Main Entrance (Melnyk Pavilion) and the Our Lady of Mercy Wing’s main entrance. Drivers can temporarily stop at the designated drop of/ pick up area, and escort the patient to the lobby of the building before parking their car. About St. Joseph’s Health Centre Public Transit on Wheel-Trans Wheel-Trans provides door to door wheelchair-accessible transit service 7 days a week, weekdays from 6:00 a.m. to 1:00 a.m. and weekends and holidays from 7:00 a.m. to 10:00 a.m. Regular TTC fares apply. Please call 416-393-4111 to book a pick up time. Visit the Toronto Transit Commission web site at www.ttc.ca for complete information on schedules and route maps. Sunnyside Parking Garage The Sunnyside Parking Garage is located on Sunnyside Avenue near the corner of Queensway Avenue. It is open 24-hours and has 5 levels of above ground parking for patients, their families, visitors and staff members. To access the Health Centre from the Sunnyside Parking Garage, please use the bridge walkway located on the 3rd level of the parking garage. The bridge walkway will connect you to the 1st floor of the Health Centre’s East Wing, and this entrance is open from 5:45 a.m. to 9:00 p.m. every day. Valet parking in the Sunnyside Parking Garage The Sunnyside Parking Garage can be very busy during normal business hours. As a convenience for our visitors, the parking garage attendants may ask to valet your car on one of the five levels of our parking garage. There is no charge for this service. If your car is parked by our valet service, you must leave your car keys with the parking attendant. All car keys are stored securely in the parking garage attendant’s booth. Valet hours of operations are from 7:00 a.m. to 9:00 p.m. Monday to Friday. www.stjoe.on.ca 13 About St. Joseph’s Health Centre How to collect your car keys from Valet Parking when you are ready to leave If you are leaving the Health Centre before 3:00 p.m.: • Please collect your car keys from the parking attendant on the same level where your car was valet parked. If you are leaving the Health Centre after 3:00 p.m.: • Please collect your car keys from the attendant in the parking booth located on the first level of our parking garage right at the entrance/exit for vehicles. After 3:00 p.m. all of our valet parked cars are moved from the upper parking levels down to the main parking level of our garage. If you are leaving the Health Centre after 8:45 p.m.: • Please collect your car keys from the Security Office located in the Emergency Department on the Ground Floor of our Barnicke Wing. Our Lady of Mercy Underground Parking Garage The Our Lady of Mercy Underground Parking Garage is located beneath the Our Lady of Mercy Patient Care Wing and is open 24-hours. Level P1: Patient and Visitor parking Level P2 and P3: Staff parking Surface-level Parking Lots We have five surface-level parking lots which are located around the Health Centre’s property near some of our main entrances. Surface parking lot near the Emergency Department: • To access this covered parking area, please enter it from the main Emergency driveway which is located off of Glendale Avenue. The parking lot is located on your right hand side just past the Ambulance entrance. Surface parking lot near the Tranquility Entrance: • To access this parking area, please enter from the main driveway located off of the Queensway Avenue, turn left at the stop sign and follow the driveway towards our Tranquility Entrance. This parking area is located on your right hand side. Surface parking lot near the Sunnyside Building: • To access this parking area that is located between the Sunnyside Building and the Sunnyside Parking Garage, please enter it from Sunnyside Avenue. 14 Patient Information Handbook Surface parking lot in front of the Our Lady of Mercy Entrance: • To access this parking area, please enter from the driveway off of Sunnyside Avenue (this is the same driveway used to park in the OUR LADY OF MERCY Underground Parking Garage) and turn right into the parking area. Accessible Parking in the Sunnyside Parking Garage: • There are 4 accessible parking spots located on level 2 • There are 4 accessible parking spots located on level 3 Accessible Parking spots in the OUR LADY OF MERCY Underground Parking Garage: • There are 4 accessible parking spots on level P1 Accessible Parking in Surface-Level Parking lots: • There is 1 accessible parking spot at our Tranquility Entrance and East Entrance • There are 6 accessible parking spots in our Emergency Department parking lot • There are 2 accessible parking spots at our Our Lady of Mercy Entrance. About St. Joseph’s Health Centre Surface parking lot near the East Entrance: • To access this parking area, please enter from the main driveway entrance located off of the Queensway Avenue, and turn right at the first stop sign towards the East Entrance. Current Parking Rates: (Winter 2013) All revenue generated from parking at St. Joseph’s supports the purchase of patient care equipment and the Health Centre’s redevelopment projects. Up to 1/2 hour: $2.50 Up to 1 hour: $5.00 Up to 2 hours: $10.00 Daily Maximum: $15.00 We also offer weekly and monthly passes with in-out-privileges for the garage where your ticket is purchased: Day pass: $18.00 Weekly pass: $40.00 Monthly pass: $160.00. Parking issues can be addressed with the Parking Supervisor from 8:00 a.m. to 4:00 p.m. Monday to Friday by calling 416-530-6383. www.stjoe.on.ca 15 About St. Joseph’s Health Centre 16 Entrance Hours • • • • • • • Emergency Department entrance is open 24-hours. The bridge walkway from the 3rd level of the Sunnyside Parking Garage to the 1st floor of the Health Centre’s East Wing, is open from 5:45 a.m. to 9:00 p.m. every day. East Entrance is open from 6:00 a.m. to 9:00 p.m. every day. Main Entrance (Melnyk Pavilion) is open from 6:00 a.m. to 9:00 p.m. every day. Our Lady of Mercy main entrance is open between 6:00 a.m. to 9:00 p.m. every day. To access areas inside the Our Lady of Mercy Wing outside of these hours, please use the Emergency Department Entrance to enter the Health Centre Sunnyside Building Entrance doors are open between 6 a.m. and 6 p.m. Tranquility Entrance is open between 6 a.m. to 9 p.m. T Free WiFi St. Joe’s now has open and free access to WiFi for everyone throughout the hospital. You can connect online while you stay with us. On devices that allow WiFi access, select our wireless network named “sjhc_wifi”. Once you open an internet browser you will be prompted to accept St. Joe’s wireless agreement and can start surfing right away! Patient Information Handbook Understanding room numbers at St. Joseph’s Health Centre All of our patient rooms start with the floor number they are on, the letter of the patient care wing they are located in, and a room number. 1 Floor Number L Wing 10 Room Number Barnicke Wing = B East Wing = E Morrow Wing = M Glendale Wing = G Our Lady of Mercy Wing = L Planning for your Hospital Stay We understand that coming to a hospital as a patient can be a stressful experience. Knowing what to expect can often reduce that stress. The information in this section is intended to help you understand what to expect so you can best prepare for your stay. Coming to the Health Centre as a Patient Coming to the Health Centre as a Patient You should also make sure you know where to go and what time to be there. Please consult with your doctor’s office to ensure you have the correct information. Items you should bring with you: • Your Ontario Health Insurance Plan (OHIP) Card • If you’ve been to see us before, bring your St. Joseph’s Health Centre patient card (blue card) • Any secondary insurance coverage information • A list of any medications you are taking, including inhalors • Toiletry items such as a toothbrush, toothpaste, brush/comb, shaving equipment, shampoo and deodorant, cotton pyjamas with a buttondown top, slippers, housecoat or dressing gown, glasses, hearing aids, and dentures • A battery-operated radio, if you wish www.stjoe.on.ca 17 Coming to the Health Centre as a Patient Items you should not bring with you Please leave all of your valuables at home. If necessary, valuables will be held by our Security Services for safekeeping, although we can assume no responsibility for damage or loss. For information, please speak to the nurse on your unit. Medications in the Room If you have brought medications with you, please give them to your nurse for safekeeping. Do not keep medications at your bedside or in your room. Types of Hospital Rooms There are three types of hospital rooms available to our patients who have to stay overnight in the hospital: • Standard ward: Which means four or three beds per room • Semi Private: which means two beds per room • Private: which means one bed per room Medical need is the first priority when assigning rooms, so your request for a specific type of room may not always be filled. However, every effort will be made to give you the accommodation you choose. Provincial health insurance covers standard ward accommodation only. If you request and receive preferred accommodation or do not have health insurance, you must make payment arrangements before you are admitted to the hospital. If you don’t have supplementary insurance coverage and request preferred accommodation, payment is required. For more financial and insurance information or to make a payment, contact the Patient Accounts office located in the East Wing, 1st Floor, by calling 416-530-6498. Payment can be made by cash, cheque, debit card, VISA, American Express or MasterCard. Office hours are 7:30 a.m. to 4:00 p.m. Monday to Friday and closed on weekends. Payments can be made in the Emergency Department when the Patient Accounts department is closed. 18 Patient Information Handbook Hand hygiene is the most important way to stop the spread of infection. Your health care providers disinfect their hands before and after providing care for you. As a patient, you have the right to ask your health care providers if they have properly cleaned their hands before providing care to you. We encourage all of our patients to ask that very important question. It’s also very important that you and your visitors clean your hands frequently as well. If your visitors are not feeling well, please ask them to postpone their visit until they are feeling better. As a patient, if you would like assistance to perform proper hand hygiene at anytime during your hospital stay, please ask your health care provider. Remember these 5 simple steps: 1. Wet your hands with warm running water. 2. Add soap, and then rub your hands together, making a soapy lather. Do this away from the running water for at least 15 seconds, being careful not to wash the lather away. Wash the front and back of your hands, as well as between your fingers and under your nails. 3. Rinse your hands well under warm running water. 4. Pat hands dry with a paper towel. 5. Turn off water using same paper towel and dispose in a proper receptacle. Coming to the Health Centre as a Patient Clean your hands often! Please see step-by-step picture instructions that show you how to wash your hands with soap and water properly so it kills germs on page 31 in this book. Patient Food Services Patient Food Services is focused on serving quality meals that are planned to meet patients’ needs. Your meals and snacks are provided based on your specific diet ordered by your Doctor, Clinical Dietitian or Speech Language Pathologist. Meals are served by a tray service. Meal Service Times Breakfast 8:00 a.m. to 8:45 a.m. Lunch 11:45 a.m. to 12:45 a.m. Dinner 4:45 p.m. to 5:45 p.m. If you would like to discuss anything related to your meal service, please speak to your nurse to request a visit from a Nutrition Services team member. www.stjoe.on.ca 19 Coming to the Health Centre as a Patient Telephones in Patient Rooms All of our inpatient rooms are equipped with telephones at the bedside. Patients will be told during the registration process that a telephone service fee of $2.50 per day will be applied. For patients with an extended length of stay, the Health Centre will cap fees at $35 per month. These fees will be applied daily and will not be affected by the extent to which the patient utilizes the service. If a patient does not wish to use the phone in their room, they must inform the nursing station or Patient Accounts and the charge will not be applied. Your telephone extension is located on the whiteboard in your room. Once you are settled in your room, please feel free to share this number with your family and visitors. TV Rentals for Patient Rooms Patient rooms in the Our Lady of Mercy wing now have our new bedside terminals that give patients many options for entertainment including the latest movies, TV shows, and internet access. Follow the instructions on your bedside terminal to set up your service today or ask for a brochure at your floor’s nursing station. We are working to install these new systems in every patient room across the Health Centre. We thank you in advance for your patience and understanding. Please feel free to speak with a member of your health care team on the unit if you have any questions. Financial and Insurance Information for Insured Patients For residents of Ontario who have a valid health insurance card, the Ontario Health Insurance Plan (OHIP) pays for hospital and medical services, with some exceptions. The items not covered by OHIP that you need to pay for include: • preferred accommodation: semi-private and private rooms • telephone and television services • ambulance fees: all users must pay a co-payment for ambulance trips to the hospital • items taken from the hospital such as crutches, canes, and some • medical supplies • uninsured services such as circumcisions for newborns, removal of certain moles and cysts, cosmetic surgery, and any other de-listed services determined by the Ministry of Health and Long-Term Care. 20 Patient Information Handbook For patients with no OHIP coverage hospital and physician fees are charged directly. A daily room rate covers meals, nursing care and some medical supplies. Physician expenses will be billed separately by your doctor. Payment arrangements must be agreed upon with both the physician and the hospital prior to admission and/or service. For more financial and insurance information or to make a payment, contact Patient Accounts located in the East Wing on the 1st Floor, 416-530-6498. Office hours are 7:30 a.m. to 4:00 p.m., Monday to Friday and closed on weekends. Payments can be made in the Emergency Department when the Patient Accounts department is closed. How to Contact your Health Care Providers (Chain of Communication) If you are worried about your care, or the care of a loved one, please follow these steps for contacting your health care providers (at St. Joe’s we call this our Chain of Communication): Step 1: Find the name of the assigned NURSE and Doctor on the whiteboard by the bedside. Go to the desk and ask for the NURSE. Step 2: If the assigned NURSE cannot help ask the person at the desk for the CHARGE NURSE and ask for the DOCTOR to be paged. Coming to the Health Centre as a Patient Financial and Insurance Information for Uninsured Patients Step 3: If the CHARGE NURSE cannot help or the DOCTOR does not call back, Dial 0 and ask for the MANAGER of the unit or after hours the MANAGER ON CALL. Step 4: If the MANAGER cannot help, Dial 0 and ask for the Administrative director or after hours the Administrator On-Call and/or the Physician Director. Step 5: If you are still worried, dial 0 to Call/Page the CEO of the Hospital and or the Chief of Staff. www.stjoe.on.ca 21 Coming to the Health Centre as a Patient Members of Your Healthcare Team at St. Joseph’s Health Centre St. Joseph’s Health Centre uses a team approach to delivering healthcare. This means that patients are examined and treated by a variety of medical professionals rather than a single doctor. Patients may also be seen by students from the various health professions. Here are some of the professionals that you may meet during your stay with us. Attending Physician / Most Responsible Physician The attending physician will be in charge of your care while you are in the hospital. On admission, your physician will examine you and work with the rest of your healthcare team to give you the best possible medical care. Your attending physician orders any medication, tests or treatments needed and, if necessary, can refer you to specialists within the hospital. St. Joseph’s Health Centre is a teaching hospital. This means we teach undergraduate students and recent graduates called Residents. They are under the direct supervision of a primary physician and will attend to many of your medical needs. Nurses St. Joseph’s Health Centre nursing staff are highly skilled professionals with expertise in providing excellent clinical care and a commitment to understanding your issues and concerns. The nurses work closely with your doctor and other members of the healthcare team. Our nurses are a tremendous resource to you and your family and we encourage you to ask your nurse questions about your care throughout your stay with us. Patient Care Manager The Patient Care Manager or PCM is the person responsible for overall care and staffing on the patient care unit. Please feel free to contact him or her if you have any concerns. Social Workers Social workers can assist you and your family in coping with the impact of illness, injury and hospitalization. They provide counseling, support, facilitate discharge planning and have extensive knowledge of community resources to meet a range of needs. 22 Patient Information Handbook Respiratory Therapists Respiratory Therapists are a member of the Cardio-Respiratory Team. They are a 24 hour service that helps patients who experience difficulties with their breathing. They also assist with the very ill during their stay in the Intensive Care Unit and help them on their road to recovery Patients with tracheostomy tubes receive direct teaching and counseling from Respiratory Therapists as part of our Tracheostomy Team Occupational Therapy Occupational Therapy or OT, can assist you to develop or maintain your life roles and activities, particularity if your independence has been challenged by accident, disability, emotional difficulties or disease. Occupational Therapists use a variety of assessment and treatment techniques to address goals developed with you, the patient. This may include: • Assistance with daily living activity and community living skills • Exercises and activities to maintain or improve your mobility and function • Prescription of special equipment • Recommendations for modification of your home environment • Related education and counseling Coming to the Health Centre as a Patient Clinical Nutrition Services Clinical Nutrition Services includes Clinical Dietitians and Nutrition Technicians who work together in consultation with other healthcare professionals to provide you with nutritional care and education. Clinical dietitians are skilled at assessing your nutritional requirements. If you have difficulty eating or have lost weight due to illness, a dietitian or nutrition technician may be contacted to assist you. Registered Dietitians Dietitians know that good nutrition is an important part of healthy living. Dietitians work with the health care team to help patients with their nutrition care. Dietitians are trained to assess a patient’s nutrient needs. Based on their assessment, they will suggest changes to the care plan or teach patients how to manage their diet. Speech-Language Pathology Speech-Language Pathology services or SLP can assist you with difficulties swallowing and/or speaking. In the hospital, the main role of SLPs is to assess swallowing problems, recommend the safest diet textures www.stjoe.on.ca 23 Coming to the Health Centre as a Patient for you, and give you safe swallowing advice. The SLP may also assess speech/language difficulties, particularly post-stroke, and provide therapy suggestions or arrange post-discharge SLP follow-up Physiotherapy Physiotherapy services or PT, can assist you to enhance and maintain your physical abilities at the highest level possible. If appropriate, your physiotherapist will complete an assessment with you, which will then be the basis for developing achievable physiotherapy goals. Spiritual & Religious Care Chaplains are available to patients of all faiths and their families 24 hours a day, seven days a week. Please ask a member of your health care team to call a Chaplain for you. Chaplains ensure that the spiritual and religious dimensions of health and healing are provided in the context of a holistic, patient-focused model of care. Spiritual and Religious Care offers a wide range of services, including: • • • • • • • • Spiritual and emotional support Sacramental ministry Religious services Ministry of the dying Crisis intervention Pastoral counseling Staff support Collaboration with local clergy and local faith leaders Pharmacists While you are in the hospital, your medications will be provided by Pharmacy and administered by your nurse. Do not use your own medications in hospital without first checking with your doctor, nurse or pharmacist. Pharmacists are part of your health care team and work with your doctors and nurses to provide the best care for you. Pharmacists review all medications ordered for you in the hospital and check for allergies, drug interactions and other potential problems. Pharmacists continually monitor and review your medication needs during your hospital stay. 24 Patient Information Handbook Consent for Treatment Your doctor and other health care professionals will ask for your consent before they carry out any treatment. They will discuss the treatment with you and will help you to understand the risks, benefits and the different treatment options, so that you can choose what’s best for you. Sometimes your doctor or other health care professional may ask you to sign a form acknowledging that you discussed the treatment with your doctor or health care professional. If you become incapable of giving informed consent, your health care team will speak with your substitute decision maker - to explain the treatment and ask for consent. If you have any special documents or papers related to your wishes, such as a Power of Attorney for Personal Care, or a “Living Will”, please be sure to discuss this with your health care team and provide this to your team. Coming to the Health Centre as a Patient Other support staff During your hospital stay, you will come in contact with another staff that will play a role in helping to treat your condition. These staff may work in Nutrition Services, Laboratories, Medical Imaging (X-ray), Nuclear Medicine or other areas. If you have questions about the treatment or test being given, please ask the staff member or your doctor to explain the reason for the procedure or what will take place. We encourage patients and their families to feel empowered to play an active role in the care being provided to you and in how we are providing that care to you. Discharge and Going Home Information While you are in hospital, your health care team will keep you informed about your care. When you no longer require the acute care that we provide at St. Joe’s, your doctor will write an order for your discharge. The general discharge time is 10:00 a.m. for patients. We are committed to involving you and your family members in your discharge planning. Plans are based on your health and well-being, and the illness that brought you to the hospital. Soon after your admission, the health care team will begin talking with you about your discharge. You and your family may be asked to attend a meeting with the health care team to plan for your discharge. Our priority is to get you home safely. www.stjoe.on.ca 25 Coming to the Health Centre as a Patient 26 However, you may need a different type of care that is offered in a facility or program located outside of St. Joe’s. If your health care team determines that you need this type of care, we will discuss with you the most appropriate programs or facilities that are able to meet your care needs. A Community Care Access Centre Coordinator may be required to assess your care needs to determine if you are eligible for those programs. We will work with you and your family to complete any application forms for these programs or facilities. If family or loved ones will be picking you up, make sure to let them know your discharge time. If you need to arrange for a taxi, “taxi phones” are located at the Main, Tranquility and Emergency Department entrances. Patient Information Handbook Preventing the Spread of Germs Unclean hands can spread germs and infection to you, the loved one you are visiting, other patients and health care providers – even if hands look clean! Remember to clean your hands often: when you arrive, while you are here and when leaving the Health Centre. Good hand hygiene is everyone’s business! Visitors who are unwell are asked to stay home to prevent spreading your illness. Washing Your Hands with Soap and Water This is the best way to clean your hands and protect yourself from germs and hospital infections that can make you sick. Please see step-by-step instructions that show you how to wash your hands with soap and water properly so it kills germs on page 32 in this book. Alcohol-based Hand Rub When a sink isn’t available to clean your hands with water and soap, an alcohol-based hand rub is an excellent way to disinfect your hands and get rid of those germs. There are alcohol-based hand rub units located at all of our entrances, throughout all of our buildings, hallways and outside patient rooms. Please see step-by-step instructions that show you how to clean your hands using hand rub properly so it kills germs on page 31 in this book. Coming to the Health Centre as a Visitor Coming to the Health Centre as a Visitor Personal Protective Equipment (PPE) When a patient has an infection that is considered very contagious to other patients, to our health care providers, and to visitors, everyone who enters the patient’s room will need to wear Personal Protective Equipment, also called PPE. You will know if you need to wear PPE because of the signs that will be posted on the patient’s doors. All of the patient’s visitors will need to first go to the nursing station to speak to a health care provider before entering the room so we can show you how to properly put on the PPE so you are safe. www.stjoe.on.ca 27 Coming to the Health Centre as a Visitor Here is an example of what one of our Personal Protective Equipment (PPE) signs looks like. If you see this on the door of the patient you are visiting, please stop right away and go to the nursing station for help so you can stay safe and not get sick. USE ROUTINE PRACTICES FOR ALL PATIENT CARE DROPLET/CONTACT PRECAUTIONS VISITORS: Please report to nursing station before entering room Hand Washing Mask Wash hands before and Surgical mask to be after patient contact and worn within two metres of after removal of PPE. patient (N95 mask may also be worn) Eye Protection Patient Equipment Eye protection (face shield) to be worn when within two metres of patient. Dedicate to this patient where possible or disinfect after each use. Gown Gloves Gown to be worn for direct patient contact or contact with patient environment. Gloves to be worn with all patient contact. Patient Placement Patient Transport Transport for essential Single patient room purposes only. Patient preferred, maintain two must wear a mask during metre distance between transport. Notify patients in multi-bed receiving department. room. #2876 (Stores) Droplet/Contact Precautions 28 Patient Information Handbook Visitors are reminded to properly clean their hands using soap and water before entering the patient’s room and immediately after you leave the room. We have included a picture of how to properly clean your hands in this section of our handbook. Visiting Hours Our visiting hours are from 11:30 a.m. to 9:00 p.m. Patients may have two (2) visitors at any one time during these hours. Please note that a child is counted as one visitor and an adult must accompany children at all times. Inpatient areas such as family birthing, intensive care, cardiac care, mental health, child and adolescent mental health, and rehabilitation have their own visiting hours. Please ask the nurse on duty for information. Discharge and Going Home Information for Your Loved One If you are pick up a family or loved one who is being discharged and leaving the hospital, please make sure you know the discharge time. This should be on the white board in the patient’s room or please speak to one of their health care providers. Please make sure you arrive on time. Coming to the Health Centre as a Visitor PPE could include wearing a mask, a gown, gloves (and washing your hands with soap and water before putting the gloves on) and eye protection (face shield). We have included an example of what these signs look like in this section of our handbook. It’s important that visitors pay attention to these signs and the pictures of what type of PPE you are required to wear. Taking Pictures in the Health Centre Cell phones and other wireless communication devices must not be used by anyone to photograph, take video images or record conversations of any patient, physician, volunteer or staff member in the Health Centre without prior authorization. Please speak to a member of your health care team. This is in line with strict provincial privacy guidelines designed to protect patient confidentiality, www.stjoe.on.ca 29 30 Patient Information Handbook Coming to the Health Centre as a Visitor Coming to the Health Centre as a Visitor How to perform hand hygiene with Soap and Water www.stjoe.on.ca 31 Coming to the Health Centre as a Visitor 32 How to perform hand hygiene with Alcohol-Based Hand Rub Patient Information Handbook Information / Switchboard It is located in the Main Entrance (Melnyk Pavilion),1st Floor, Morrow Wing. The Information Desk is open from 7:00 a.m. to 9:00 p.m. Monday to Friday, and 9:00 a.m. to 9:00 p.m. Saturday, Sunday and holidays. Our Information Desk staff are available outside of those hours by calling 416-530-6000 and dialing 0, or by picking up the phone located directly outside of the Information Desk. Hospital Services Hospital Services Banking Machine A cash machine is located just inside the Cafeteria’s main entrance on the 1st Floor. Pay Phones There are pay phones located inside our Cafeteria’s main seating area, as well as at our Tranquility Entrance, East Entrance, Our Lady of Mercy Entrance and Main Entrance (Melnyk Pavilion). Cafeteria The Lakeside Cafe is located on the 1st Floor. Visitors can select from a wide range of fresh breakfast, lunch and dinner items. Hours of service: • Monday to Friday: Open 6:45 a.m. to 6:00 p.m. • Saturday, Sunday and holidays: Open 8:00 a.m. to 10:30 a.m., 11:00 a.m. to 3:00 p.m., and 4:00 p.m. to 6:00 p.m. Second Cup Second Cup is located on the 1st Floor by the Morrow Wing elevators. Hours of service: • Monday to Friday: 6:30 a.m. to 9:00 p.m. • Saturday, Sunday, holidays: 7:00 a.m. to 8:00 p.m. • Closed Christmas Day and New Year’s Day. www.stjoe.on.ca 33 Hospital Services Gift Shop The Gift Shop is staffed by volunteers and is located in the Morrow Wing on the 1st floor of the Health Centre. All profits are donated to the Foundation to support patient care. Hours: • Monday to Friday – 9:30 a.m. to 4:30 p.m. • Saturday – 11:00 a.m. to 3:00 p.m. • Sunday – 12:00 p.m. to 4:00 p.m. • Holidays – Closed (Note : Hours depend upon the availability of volunteer staff) Our volunteers can take telephone orders and deliver to patient rooms upon request. For more information, please call 416-530-6486 ext. 3296 Flowers Florists can deliver flowers directly to patient care units. However, in some areas flowers are not allowed in patient rooms. Please check with the Patient Care Unit first. Fresh flowers are also available for purchase in our gift shop. Interpreter Services (Spoken and Signed Interpreter Services) Access to professional spoken interpretation is offered to our patients and their families, with either no or limited English proficiency. Serving multi-lingual communities, we understand the vital importance of ensuring effective communication through the provision of trained and qualified interpreters. Depending on the circumstances, the interpreter may either be provided through a professional over-the-phone service or through a face-to-face individual present during the interaction/ treatment. Over-thephone service is available 24hours/7days a week, including holidays. If appropriate, face-to-face interpretation is available by appointment during business hours, Monday to Friday. For persons who are Deaf, deafened or hard of hearing, every effort is made to provide an American Sign Language (ASL) interpreter, and currently this is done through a face-to-face approach. Interpreters can only be booked through a health care provider, but we welcome general questions from the public about our service. Inquires can be made by phoning 416-530-6486, ext. 3451. 34 Patient Information Handbook Newspaper stands are located at our Tranquility Entrance, East Entrance, and our Emergency Department Entrance. Outpatient Pharmacy The Retail (Outpatient) Pharmacy is located in the East Wing on the Ground Floor. We provide: • Coordination with inpatient staff for timely prescription fill on discharge • Integration and teaching with outpatient clinics • Specialty prescriptions not normally filled in community pharmacies (TB medications, injections) • Blister packaging service • On-line billing with most major drug insurance carriers • MedsCheck Medication Review appointments available. • Breast pumps are available for purchase. Hospital Services Newspapers The Retail Pharmacy is open Monday to Friday from 8:00 a.m. to 6:00 p.m. For information, please call 416-530-6555. Hospital Wide Memorial Service St. Joseph’s Health Centre, under the leadership of Spiritual and Religious Care, conducts a memorial service for the families who have lost loved ones who were patients at the Health Centre. The service is conducted quarterly and a written invitation is sent to the families. The memorial service is multi-faith, honouring all faith traditions. The memorial service is to honour the loved ones who have died as well as a time to allow the family, friends and staff to continue to grieve and heal. After the memorial service, there is a time of refreshments and sharing of memories. Credit Union Fort York Community Credit Union is located in our Sunnyside Building on the 2nd Floor. You can contact them by calling 416-530-6474. St. Joseph’s Health Centre Lifeline St. Joseph’s Health Centre is proud to partner with Philips Lifeline to provide to the community the Lifeline service. Lifeline is an easy-to-use medical alert service that lets you summon help any time of the day or night - even if you can’t speak. All you have to do is www.stjoe.on.ca 35 Hospital Services press your Personal Help Button, worn on a wristband or pendant, and a trained Personal Response Centre Associate will ensure you get help fast. The Lifeline service is ideal for anyone who: • Lives alone or is alone a good part of the day • It is at risk for falls • Manages a medical condition or is recovering from surgery • Has a caregiver who needs greater peace of mind Lifeline is the perfect complement to the range of services offered by St. Joseph’s Health Centre. Additionally, when you subscribe to the Lifeline program you support the hospital. Call the St. Joseph’s Health Centre Lifeline program at 416-530-6453 or visit www.lifeline.ca. Chapel St. Joseph’s Chapel is available to all patients, friends, family, staff and members of our community for private prayer or reflection. It is located in the Morrow Wing, 2nd Floor. Roman Catholic mass is offered at noon Monday through Friday and at 10:30 a.m. on Sunday, all are welcome. Patients who cannot attend can request Holy Communion to be taken to their room. Multi Faith Room St. Joseph’s Multi-Faith room is available to all patients, friends, family and staff for private prayer or reflection. It is open 24-hours a day and is located on the 2nd Floor of the Morrow Wing, Room 2M20. Centre for Clinical Ethics We provide consultative services to patients, families, and hospital staff on a wide range of ethical issues across the life-span. Frequently encountered issues include value conflicts around decisions such as withholding or withdrawing treatment, consent and capacity, resource allocation and organizational ethics. If you are facing a difficult situation and are unsure of the best course of action you can contact us, in confidence, for assistance at 416-530-6750. 36 Patient Information Handbook How we Make Sure we are Providing you Safe, Quality Care Providing the safest care possible to our patients is very important to us. We have a saying at St. Joseph’s Health Centre that “patient safety is everybody’s responsibility”. So why is this important to us? As a community teaching hospital serving the diverse communities of south west Toronto, our patients and their families rely on us each and every day to provide safe, quality care. On our website we show the people we serve and those who serve with us, how we are doing towards our quality and safety commitments. We post a number of patient safety statistics as well as our Quality Improvement Plan. All of these shows you how we are performing. Visit www.stjoe.on.ca to learn more. Safe Medication If you have brought medications with you, please give them to your nurse for safekeeping. Do not keep medications at your bedside or in your room. Please let your doctor know what medications you are on. Your Health Care - Be Involved This is an initiative developed by the Ontario Hospital Association’s Patient Safety Support Service with funding from the Ministry of Health and LongTerm Care. Your Health Care - Be Involved provides patients with five “common sense” tips to engage and encourage them to be more involved in their health care: Putting Patients First by Providing the Safest Care Putting Patients First by Providing the Safest Care • 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. www.stjoe.on.ca 37 Putting Patients First by Providing the Safest Care 38 • Make sure you know what to do when you go home from the hospital or from your medical appointment. Please speak to your health care provider for more information and a brochure, or visit the Health Centre’s website (www.stjoe.on.ca under the Patients tab). Balloons Latex products are not allowed in the hospital. If you are a patient with a latex sensitivity (allergy), please tell a physician or a nurse at admission. Foil balloons are allowed. Cell Phones and Other Wireless Devices Visitors are allowed to use cell phones and other wireless devices in designated areas in the Health Centre. Signs are posted throughout our buildings notifying the public where they can and cannot use wireless communication devices. We now have free WiFi! People using wireless communication devices (blackberries, IPhones, Laptops) in permitted areas are strongly encouraged to respect the peace and quiet of others. Please be discrete with your conversations and keep your voice at a level that will not disturb others. Cell phones and other wireless communication devices must not be used by anyone to photograph, take video images or record conversations of any patient, physician, volunteer or staff member in the Health Centre without prior authorization. Please speak to a member of your health care team. This is in line with strict provincial privacy guidelines designed to preserve patient confidentiality, Scent Free Environment St. Joseph’s is trying to minimize our patients’ exposure to scented products. Patients with allergies or chemical sensitivities should tell their caregiver. We will make a reasonable effort to accommodate individual restrictions. Patient Information Handbook There may be times when you or your family members need help finding information or voicing a concern. While you are in hospital we encourage you speak with a member of your health care team such as your nurse, team leader, unit manager, physician. Because your care team knows you best, discussing your questions or concerns with them may resolve any issues right away. Patient Relations Patient Relations If there are matters which require further attention you may wish to contact the Patient Relations Office. They are available to listen and help resolve concerns in a supportive and confidential setting. The Patient Relations office hours are Monday to Friday 8:00 a.m. to 4:00 p.m. Phone: 416-530-6652 or email: [email protected] Your feedback is important to us to ensure you have a positive patient experience. We welcome your compliments, concerns and suggestions. www.stjoe.on.ca 39 Protecting your Personal Health Information 40 Protecting your Personal Health Information We are committed to protecting the privacy and confidentiality of your information with specific policies and practices that are in place to do this. In order to provide the best possible care for you and your family, it is necessary for us to collect, use and disclose patient information. You may request access to or correction of your personal health records, or withdraw or withhold your consent for some uses and disclosures by contacting us (subject to legal exceptions). For additional information, please refer to the Patient’s Privacy and Confidentiality at St. Joseph’s Health Centre brochure available on our website at www.stjoe.on.ca www.stjoe.on.ca. Our privacy contact person is our Privacy Officer. For more information about our privacy protection practices, or to raise a concern you have with our practices, contact our Privacy Office by calling 416-530-6000 ext. 6815 or by email at [email protected]. Patient Information Handbook (Release of Information) If you would like to access your health record please call Patient Records/ Patient Release of Information Office at 416-530-6000 ext 6047. The Patient Records/Patient Release of Information Office only keeps patient information for a specific number of years after a patient was cared for. Patient records are strictly confidential and the Health Centre must comply with legislation regarding privacy and access to records. Patient Records/Patient Release of Information Office will only release patient information through a request in writing. Requests can be sent to: Attention: Health Records ROI St. Joseph’s Health Centre 30 The Queensway Toronto, ON M6R 1B5 Access to Your Health Record Accessing to Your Health Record Please include your date of birth, the time and date you were a patient, first and last name, address where your patient information will be sent, telephone number, and your signed consent. You will need government issued picture ID (i.e. drivers license, pass port) to pick up your patient record. www.stjoe.on.ca 41 Volunteers Volunteers – Making a Difference for our Patients and their Families Our volunteers are an important link to the local community and a vital and highly valued addition to the St. Joseph’s Health Centre’s team. 250 members of our community donate their time to the Health Centre on a regular basis. They are 80% women, 20% men and collectively speak over 20 different languages. Some are employed, some are retired and some are students interested in a health care career. Most of our volunteers live within our catchment area and contribute one three-hour shift weekly. Annually, volunteers contribute approximately 22,500 hours of support to over 20 different areas of the Health Centre. The largest portion of our volunteers (24%) support the Courtesy Program, followed by 19% supporting the Emergency Department. Volunteer roles are designed to provide emotional support, non-medical information, way-finding, and problem solving for families and visitors. We actively encourage you to consider the rewards of volunteering. For further information, please contact Volunteer Resources at 416-530-6450. 42 Patient Information Handbook Inez Kim says St. Joseph’s Health Centre was there for her when she needed help the most. Her children were born at St. Joe’s, their lives were saved here, and so was she. Her oldest daughter Lauren had a severe allergic reaction to nuts and she was brought to St. Joe’s for life-saving care. When her youngest daughter Sofia was born, our paediatrics discovered a heart defect and got her the care she needed. And when Inez was diagnosed with breast cancer, she had her surgery, treatment and follow-up care all at St. Joe’s, just minutes away from her home. Inez is just one of the 500,000 people living in our community who rely on great care close to home. This is why, our Foundation is so grateful to people like you – patients of the Health Centre, family members and neighbours – who support our Health Centre’s remarkable physicians and staff as they take care of mothers like Inez and others in our community. Donations support facility renovations to our patient care areas, the purchase of essential medical equipment, and training for our dedicated health care professionals. St. Joseph’s Health Centre Foundation St. Joseph’s Health Centre Foundation How you can help Giving is easy. And it’s up to you to decide what option is best for you. Here are some ways you can give to support St. Joe’s: My St. Joe’s Circle – Often patients and family members, as well as our staff and physicians, are looking for a way of expressing their thanks. My St. Joe’s Circle is a special way of recognizing someone at St. Joe’s for going that extra mile. It could be a doctor, a health professional or someone on our staff who made a difference to you. Every honouree receives a special letter letting them know they have been recognized, as well as a celebratory My St. Joe’s pin and lanyard. Your gift to name someone to the Circle supports www.stjoe.on.ca 43 St. Joseph’s Health Centre Foundation 44 priorities at the Health Centre like facility renovations, purchasing equipment, and teaching initiatives. One-time donation – You can make a one-time donation, either by mail, on the phone, in person, or online to support our greatest needs, whether it’s facility renovations, purchasing equipment, or supporting teaching. Monthly donation – Give monthly and be part of our Community of Angels. This kind of regular contribution allows us to purchase needed equipment, fund renovations, teaching initiatives and other important projects. In memory donation – You can make a donation in memory of a family member, friend or colleague. It’s a meaningful way to express sympathy and recognize a cause that was important to you. Tribute giving – You can honour someone in a way that supports the Health Centre. Tribute gifts can commemorate any occasion like a birthday, wedding, anniversary, graduation or holiday. Planned giving – There are also several ways you can make a gift today for the future. Planned gifts include making a bequest in your will, making a gift of life insurance, RRSPs or RRIFs, gifts of stock, securities, bonds and mutual funds, as well as establishing an endowment. Patient Information Handbook • • • • Call the Foundation at 416-530-6704 Visit www.foundation.stjoe.on.ca to make a secure online donation Mail your donation to: St. Joseph’s Health Centre Foundation 30 The Queensway Toronto ON M6R 1B5 T Come and see us on the 5th floor of the Sunnyside Wing www.stjoe.on.ca St. Joseph’s Health Centre Foundation Giving is easy. 45 Important Phone Numbers Important Telephone Numbers for St. Joe’s To reach our switchboard please call 416-530-6000. For specific Departments, Services and Clinics, please select from the following alphabetic list to dial by the telephone extension: A Addiction Medicine (Substance Use Medicine Service).......................... 6860 Admission Centre: see Surgical Pre-admission Centre...........................4144 Ambulatory Care Centre......................................................................... 6043 C Cardio-Respiratory Services.................................................................. 6325 Chaplain Services: see Spiritual and Religious Care.............................. 6165 Chemotherapy Clinic............................................................................... 6235 Childbirth and Parenting Services.......................................................... 6367 Clinical Ethics......................................................................................... 6750 Community Mental Health Clinic............................................................. 6591 Community Renal Centre....................................................................... 6018 Cystoscopy............................................................................................. 6126 D Day of Surgery.........................................................................................6131 Detox: see Withdrawal Management Services....................................... 6400 Diagnostic Imaging................................................................................. 6169 Dialysis: see Haemodialysis................................................................... 6395 E Elderly Community Health Services....................................................... 6770 Emergency Department.......................................................................... 6003 Eye Clinic................................................................................................ 6565 F Family Birthing Centre............................................................................ 6052 Family Medicine Centre.......................................................................... 6860 Fracture Clinic......................................................................................... 6145 G Geriatric Services................................................................................... 6532 Gift Shop................................................................................................ 3296 H Haemodialysis........................................................................................ 6395 I Infant Hearing Program.......................................................................... 3983 J 46 Patient Information Handbook L Laboratories (includes laboratory services, core lab, blood bank, chemistry, haematology/coagulation, cytology, infection control, specimen procurement, microbiology/bacteriology, pathology)............... 6267 Lifeline.................................................................................................... 6453 Lost articles/valuables............................................................................ 6382 M Minor Surgery......................................................................................... 6565 O Oncology Clinic: see Chemotherapy Clinic............................................. 6235 Occupational Health and Safety............................................................. 4620 P Paediatric Consultation Clinic................................................................. 6625 Palliative Care......................................................................................... 6860 Pastoral Services: see Spiritual and Religious Care............................... 6165 Patient Accounts..................................................................................... 6498 Patient Information/Inquiry...................................................................... 6038 Patient Records/Patient Release of Information..................................... 6047 Patient Relations..................................................................................... 6652 Patient valuables/lost articles................................................................. 6382 Pharmacy, Outpatient............................................................................. 6555 Pre-Admission Centre: see Surgical Pre-admission Centre................... 6504 President’ and CEO’s Office................................................................... 6008 Psychiatric Day Hospital......................................................................... 6350 Important Phone Numbers Just for Kids Clinic...................................................................................6611 R Radiology: see Diagnostic Imaging (includes radiology, ultrasound, CT, fluoroscopy, nuclear medicine, bone mineral density of FMD, vascular, MRI, and mammography)....................................................................... 6169 Rehabilitation, Outpatient........................................................................ 4204 Research Department..............................................................................4193 S Security Services.................................................................................... 6382 Spiritual and Religious Care................................................................... 6165 St. Joseph’s Health Centre Foundation................................................... 6704 Surgical Day Care: see Day of Surgery...................................................6131 Surgical Pre-Admission Centre............................................................... 6504 Switchboard............................................................................................ 6000 T TTY Service........................................................................................... 6820 U www.stjoe.on.ca 47 Important Phone Numbers Ultrasound: see Diagnostic Imaging (includes radiology, ultrasound, CT, fluoroscopy, nuclear medicine, bone mineral density of FMD, vascular, MRI, and mammography) ....................................................... 6169 V Volunteer Services................................................................................. 6450 W Withdrawal Management Services ........................................................ 6400 X X-ray: see Diagnostic Imaging (includes radiology, ultrasound, CT, fluoroscopy, nuclear medicine, bone mineral density of FMD, vascular, MRI, and mammography) ...................................................................... 6169 Organ and Tissue Donation Think about registering for organ and tissue donation. Educate yourself and don’t be afraid to ask questions. Completing your donor card isn’t enough. You must register online. If you want to be sure that your donation decision is registered, please visit www.beadonor.ca or register in person at a Service Ontario centre. For more information please call Trillium Gift of Life Network at 1-800-263-2833. 48 Patient Information Handbook Alcohol-based hand rub................32 Assistive Devices............................9 Bank machines.............................33 Cafeteria.......................................33 Cell phones ..................................38 Centre for Clinical Ethics .............36 Cleaning your hands..................... 19 Chain of Communications............. 21 Chapel..........................................36 Consent for treatment...................25 Credit Union..................................35 Discharge and going home information....................................25 Driving directions to the Health Centre............................... 11 Financial insurance.......................20 Flowers.........................................34 Foundation....................................43 Gift Shop......................................34 Guide/Animal Services................. 10 Health Records............................. 41 How to contact your health care providers.................... 21 Information/Switchboard...............33 Interpreter Services......................34 Internet (Free WiFi)....................... 16 Items you should bring with you during your stay..................... 17 Items you should not bring with you during your stay..................... 17 Lifeline (St. Joseph’s Health Centre).........35 Meal service times........................ 19 Medications in your room.............. 18 Members of your health care team...........................22 Index Handbook Index Memorial service..........................35 Mission...........................................7 Multi Faith Room ..........................36 Newspapers..................................35 Organ and tissue donation............48 Parking......................................... 13 Patient Relations...........................39 Pay phones...................................33 Personal protective equipment......28 Privacy (protecting your health information)...................................40 Pharmacy (outpatient)...................35 Public Transit directions to the Health Centre............................... 12 Second Cup..................................33 Scent free environment.................38 Smoking........................................ 11 Switchboard..................................33 Taking pictures in the Health Centre...............................29 Telephones (inpatient rooms)........20 Types of hospital rooms................ 18 TVs (inpatient rooms)....................20 Understanding room numbers at St. Joe’s.................................... 17 Values.............................................7 Vision..............................................7 Visiting hours................................29 Volunteers..................................... 42 Washing hands with soap and water...................................... 31 WiFi (Free Internet access)........... 16 Wireless Devices..........................39 Your Health Care – Be Involved.... 37 www.stjoe.on.ca 49