Patient Information Handbook - St. Joseph`s Health Centre Toronto

Transcription

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.
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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
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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.
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
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Site Map
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.
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.
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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.
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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
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
• 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
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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.
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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.
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
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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
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
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.
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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.
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.
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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.
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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.
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.
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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!
Understanding room numbers at
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
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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.
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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.
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.
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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.
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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.
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.
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Members of Your Healthcare Team at
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
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
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
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23
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
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.
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.
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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.
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.
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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
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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.
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,
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How to perform hand hygiene with Soap and Water
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How to perform hand hygiene with Alcohol-Based Hand Rub
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.
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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.
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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
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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.
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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.
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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.
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.
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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].
(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
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.
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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.
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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
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
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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.
•
•
•
•
Call the Foundation at 416-530-6704
Visit www.foundation.stjoe.on.ca to
make a secure online donation
Mail your donation to:
30 The Queensway
Toronto ON M6R 1B5
T
Come and see us on the 5th floor of the Sunnyside Wing
www.stjoe.on.ca
Giving is easy.
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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
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
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
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
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

Patient Information Handbook - St. Joseph`s Health Centre Toronto

Transcription

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