and Family Handbook

Patient
and Family Handbook
MISSION STATEMENT
Inspired by our founder, Mother Élisabeth Bruyère, we are a Catholic health care
organization committed to improving the quality of life of our patients and residents.
We do this by providing compassionate, exemplary care and by promoting excellence
through teaching, education and research. We offer services in both official languages
and strive to meet the needs of the culturally diverse community we serve.
We provide services in the Champlain region through these clinical programs: complex
continuing care, long-term care, care of the elderly and rehabilitation, palliative care and
family medicine.
VALUES
Respect
We value consideration and courtesy. We welcome diversity and are respectful of the
dignity and autonomy of each person.
Compassion
We value a caring and empathetic approach, shaped by the needs and expectations of
our patients, residents and their families, as we accompany those in our care through
challenging times.
Collaboration
We value working together with our patients, residents, their families and our staff to
promote a caring and supportive environment. We value all partnerships which further
the continuity of care and services according to the needs of our community.
Accountability
We value personal, corporate and social responsibility in the delivery of our care and
services.
Learning
We value and encourage personal development, lifelong learning, evidence-based
practice, teaching and research.
Statements adopted on December 13, 2007, by the Board of Directors and approved on February 15, 2008
by the voting Members of the Catholic Health Corporation of Ontario
Dear Patient and Family Member,
On behalf of the staff at Bruyère Continuing Care, we look forward to meeting you
individually and answering your questions about the care and services that we
offer. We hope that you will find our health care teams to be sincere, client-focused
and dedicated to providing you with respectful, compassionate, safe and efficient care.
Bruyère Continuing Care is committed to safe, quality, professional care and support.
This handbook is meant to assist you in answering questions you may have regarding
our care and services. It will outline how the health care team, including physicians,
nurses, health professionals, volunteers and managers work together in order to
ensure comfort and safety.
We strive to meet individual expectations with available resources to achieve optimal
results from the treatment plan. Your participation in managing your care is of utmost
importance.
Bruyère Continuing Care is affiliated with the University of Ottawa and other
universities and colleges. These affiliations have assisted many health profession
students to advance their clinical skills in continuing care. These relationships have
further been solidified through our unprecedented expansion in applied research at the
Élisabeth Bruyère Research Institute. As part of your stay, you may encounter students
or be asked to participate in research projects; we encourage you to do so.
We are always open to comments and suggestions. These may be directed to the
health care team, Director of Care or Client Relations Advisor. On their behalf, thank
you for giving us the opportunity to serve you.
Sincerely,
Jean Bartkowiak
President and Chief Executive Officer
Table of Contents
CODE OF CONDUCT........................................................................................5
YOUR HEALTH CARE........................................................................................5
WHAT TO BRING.................................................................................................6
Clothing and Personal Effects................................................................6
Footwear...............................................................................................6
Laundry.................................................................................................6
Toiletries................................................................................................7
Equipment............................................................................................7
Electrical Appliances.............................................................................7
Medications..........................................................................................7
VISITING................................................................................................................8
Visiting Hours........................................................................................8
Cellular Phones.....................................................................................8
Parking.................................................................................................8
Pets.......................................................................................................8
FOR YOUR SAFETY...........................................................................................9
Accidents............................................................................................10
Alcohol................................................................................................10
Fire Safety...........................................................................................10
I.D. Bracelets......................................................................................10
Illegal Drugs.........................................................................................11
Infection Control..................................................................................11
Restricted Access...............................................................................11
Smoking..............................................................................................11
FINANCIAL MATTERS......................................................................................12
Accommodation..................................................................................12
Accounts Receivable and Trust...........................................................12
Insurance............................................................................................12
TREATMENT CARE PLAN..............................................................................13
2
Conferences and Care Planning..........................................................13
Consent to Treatment..........................................................................13
Discharges and Transfers....................................................................13
Health Record Information...................................................................14
Professional Services...........................................................................14
Additional Services..............................................................................14
Restraints............................................................................................14
Spiritual and Religious Care.................................................................14
Patient and Family Handbook
Religious Services................................................................................15
Therapeutic Recreation Services..........................................................15
Wheelchairs, including Power Mobility Devices....................................15
OUTINGS.............................................................................................................16
External Medical Appointments............................................................16
External Outings..................................................................................16
SERVICES...........................................................................................................16
Banking Machines...............................................................................16
Boutique..............................................................................................16
Food Services......................................................................................17
Cafeteria..............................................................................................17
Outside Delivery Services.....................................................................17
Garden................................................................................................17
Hair Salon............................................................................................17
Internet Services..................................................................................18
Language of Service............................................................................18
Lost and Found...................................................................................18
Mail Service.........................................................................................18
Library, Videos.....................................................................................18
Telephones..........................................................................................18
Television and Cable............................................................................19
Voting..................................................................................................19
PATIENT AND FAMILY RELATIONS.............................................................19
Patient and Family Monthly Orientation Session...................................19
Residents’ Council...............................................................................19
Sharing of Commendations.................................................................19
Dealing with Concerns.........................................................................20
Ethics Consultation Service..................................................................20
Diversity...............................................................................................20
Harassment and Discrimination...........................................................20
PRIVACY AND CONFIDENTIALITY..............................................................21
VOLUNTEER RESOURCES...........................................................................22
RESEARCH AND TEACHING........................................................................22
FOUNDATION.....................................................................................................23
BRUYÈRE CONTINUING CARE LOCATIONS
AND CONTACT INFORMATION....................................................................24
APPENDIX...........................................................................................................24
10/22/09
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3
WELCOME TO BRUYÈRE CONTINUING CARE
Bruyère Continuing Care is one of the largest continuing care, academic health science
centres of its kind in Canada. It provides complex continuing care, palliative care, longterm care, care of the elderly, rehabilitation and family medicine. Under an affiliation
agreement with the University of Ottawa and several colleges, this organization also
teaches students in many health care disciplines. The research initiatives conducted
through the Élisabeth Bruyère Research Institute are designed to improve the quality of life
of adults affected by loss of autonomy or by chronic or terminal illness. As well, Bruyère
Continuing Care offers innovative programs to educate and assist people in the community.
Bruyère Continuing Care specializes in providing compassionate health care to the most
vulnerable in our society: the frail elderly, and persons with chronic and terminal illnesses.
Still inspired by the Catholic values of the Sisters of Charity who came to Ottawa in 1845,
Bruyère Continuing Care today is a dynamic organization serving the needs of people of
all faiths and origins in Canada’s official languages.
With 753 specialized hospital and long-term care beds, Bruyère Continuing Care admits
approximately 1,300 inpatients and serves more than 30,000 outpatients each year.
Bruyère Continuing Care benefits from almost 2,000 staff members and some 800
volunteers.
Bruyère Continuing Care provides care at two hospitals, two long-term care homes,
and two family medicine centres:
Élisabeth Bruyère Hospital
Palliative Care, Care of the Elderly, Rehabilitation, Family Medicine, and ambulatory
and outreach programs
Saint-Vincent Hospital
Complex Continuing Care
Saint-Louis Residence
Non-profit long-term care home
Élisabeth Bruyère Residence (located in the Élisabeth Bruyère Hospital)
Non-profit long-term care home
Bruyère Family Medicine Centre Primrose Family Medicine Centre
The dedicated Bruyère Continuing Care health care teams strive to provide exemplary
care. Members of the interprofessional treatment team represent many disciplines
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Patient and Family Handbook
including: diagnostic imaging, dietetics, medicine, nursing, occupational therapy,
pharmacy, physiotherapy, psychology, social work, speech-language pathology,
spiritual care, therapeutic recreation and volunteer services.
Bruyère Continuing Care is the champion of well-being for aging Canadians and those
requiring Continuing Care, helping them become and remain as healthy and independent
as possible through innovative and compassionate care, research, education and
advocacy.
CODE OF CONDUCT FOR PATIENTS, FAMILY MEMBERS AND STAFF
Respect, compassion and collaboration are fundamental values of Bruyère Continuing
Care and act as guiding principles in how quality health care and services are delivered.
In keeping with these values, harassment, abuse and violence are not tolerated. Bruyère
Continuing Care is committed to taking appropriate measures to ensure that respect for all
is upheld.
Bruyère Continuing Care is committed to providing an environment that promotes respect,
cultural sensitivity, and dignity for anyone who is a patient, employee, or visits one of the
facilities.
This code of conduct makes providing this environment the responsibility of all of us.
Anyone who witnesses behavior not conducive with the values of Bruyère Continuing Care
has a responsibility to report it to management.
YOUR HEALTH CARE – BE INVOLVED
Everyone has a part to play in making health care the best and safest it can be. As the
patient or family member, the most important thing for you to do is be an active member
of your health care team.
- Be involved in your health care. Don’t hesitate to ask if you have questions or concerns about your care or if you don’t understand something. Ask more then once if it’s not clear.
- Tell members of your health care team about your past illnesses and your current health condition. Don’t assume they have all the information they need about you.
- Make sure your doctor knows all the medications, herbal supplements or vitamins you
are taking.
- Ensure the nurse checks your wristband before administering medication, and that you
understand the purpose of each medication you are given.
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5
- Wash your hands frequently and ask your doctor or health care provider to do the same.
- Be aware of your surroundings as spills or equipment may cause you to fall. Tell staff if you have ever fallen or are unsteady on your feet. It is also important to respect any fall prevention advice received from your health care provider.
- Find out why a test or treatment is needed and how it can help you.
- Make sure you know what to do when you go home from the hospital.
For further information, please visit the following websites:
– www.oha.com/patientsafetytips
– www.patientsafetyinstitute.ca
WHAT TO BRING
Clothing and Personal Effects
During the day, patients are encouraged to be up and dressed, if possible. Clothing
should be comfortable and easy to put on and take off. Staff will be happy to
discuss specific needs.
Please bring an adequate supply of easy-care, washable clothing, and allow time for
laundering. Closet space is limited, so please bring only necessary, in-season items.
Room space is also limited and personal belongings cannot be accommodated that could
put the patient or the staff at risk. Discuss any personal needs with the staff before
bringing items in and take any new items to the nursing station first.
Patients are discouraged from bringing expensive jewellery and valuables such as credit
cards, cheque books or cash (see the Financial Matters section). In order to minimize loss,
please label dentures, glasses, and hearing aids.
Footwear
Footwear should be solid, comfortable, and suitable for the patient’s needs. Footwear
should also have a low heel and a good grip sole (unless otherwise instructed).
Laundry
At Saint-Vincent Hospital, patients will have their laundry services taken care of by laundry
attendants. Staff will arrange the labelling of clothing. Anytime a patient gets new clothing
they must fill out a form, provided by the unit clerk, to arrange for the labelling. Any items
that require gentle laundering, or items that family members wish to do themselves should
be clearly identified as such, and placed in a container inside the patient’s room. These
items should be collected weekly by family members or friends.
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Patient and Family Handbook
At Élisabeth Bruyère Hospital a washer and dryer are available for use by patients and
family members in the rehabilitation unit. In the palliative care unit, family members and
friends are responsible for patient laundry. Staff in both units is not available to do laundry.
Patients are encouraged to have family members or friends help them do their laundry and
when possible take it home.
Toiletries
Patients are required to bring their own toiletries. However, please take note that the
hospital uses specifically selected skin care products for bathing. Please do not bring or
wear scented personal products including: soap, deodorant, powders, hair care products,
cosmetics, perfumes and aftershave lotion.
Equipment
Patients are asked to bring any orthotics and specialized equipment that they may be
using. Bruyère Continuing Care is not responsible for repairing or replacing such items.
Electrical Appliances
Small electrical personal grooming appliances or equipment such as personal computers,
radios, CD players, clocks, fans, or lamps are generally acceptable (halogen bulbs are not
permitted). The clinical manager must authorize exceptions in consultation with the
Facilities Management department.
All electrical items must be inspected and approved by the electricians before use to
ensure that the equipment is safe and the electrical system can sustain it. Requests to
have items inspected should be made to the unit clerk. Patients are responsible for all
repairs to their personal equipment.
Items not permitted due to safety concerns: humidifiers, extension cords, heating pads,
televisions and electric blankets.
Bruyère Continuing Care will do its best to protect items brought in, however, the
organization is not responsible for theft, damage, or loss of personal belongings.
Medications
Upon admission, please provide a list of all medications to a member of the nursing staff.
All medications taken during a patient’s stay must be prescribed by the attending
physician. Family and friends should not bring in any medications for patients.
Requests for the use of alternative substances must be made to the attending physician.
Any such treatments not prescribed by the physician must be obtained, administered and
paid for by the patient or family.
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VISITING
Visiting Hours
Regular visiting hours are established to ensure patient privacy, security, treatment, rest
and infection prevention and control. Individuals may visit outside of these hours as long
as this has been approved by staff.
Saint-Vincent Hospital
– Complex Continuing Care program
Visiting hours are between 11:00 a.m. and 9:00 p.m., seven days a week.
Élisabeth-Bruyère Hospital
– Rehabilitation program
Visiting hours are flexible, but visitors are expected to leave by 9:00 p.m.
– Palliative Care program
There are no restrictions.
The treatment team has the right to place restrictions if necessary for the well-being of the
patient, other patients, and the safe functioning of the unit. This may include limiting the
number of visitors that may visit in a patient’s room at any one time, the length and hours
of visits, and who may visit.
In addition to patients’ rooms, common areas, such as lounges and dining rooms, are
available on every floor for visiting purposes. Some facilities have private areas or a family
room where patients and their guests may spend time together, including overnight stays.
Please discuss details with a member of the nursing or social work staff.
Cellular Phone Use
The use of cellular phones is permitted except on the Chronic Assisted Ventilatory Care
(CAVC) unit at Saint-Vincent Hospital, or as indicated by signs posted in particular areas
where their use may interfere with medical devices.
Parking
At both sites, there is a charge for parking in our parking lot. Street parking is also
available. Limited monthly and weekly permits are available for those who visit frequently.
Please see a parking attendant for further information.
Pets
Bruyère Continuing Care recognizes the therapeutic benefits to patients of pet visits and
wants to facilitate such visits. However, in order to ensure proper infection prevention and
control, as well as to protect others who, for health or other reasons, should not be in
contact with animals, the following guidelines must be maintained by the pet owners or
pet visiting privileges will be curtailed or suspended.
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Patient and Family Handbook
1. Only cats and dogs are permitted to visit.
2. Animals may visit only during regular visiting hours.
3. Animals are permitted to visit in patient rooms only. Animals may not be brought into public spaces, except while being transported to a patient room, nor brought to public events or activities.
4. To reduce the risk of infection, proper hand hygiene must be practiced (wash hands
or use an alcohol based rub product) before and after handling the animal. Human
contact should be limited to the relevant patient and visitor during the visit (i.e., no other patients or staff should touch the animal).
5. Owners are responsible to ensure that the animal is:
- fully immunized (all vaccinations up to date)
- clean
- housebroken
- free of disease (particularly of diarrhea, worms and fleas)
- obedient, good tempered and predictable
- quiet
- leashed or caged at all times, with a muzzle as necessary
- exercised before the visit
6. Owners must stay with the animal at all times, and are responsible to immediately clean any animal waste should an incident occur. (Staff in the area will provide supplies for the clean up and disinfection of the soiled area.)
7. Owners must report any scratch or injury made by the pet to a patient, resident, staff, volunteer or other visitor during the visit.
8. Owners will be held responsible for the animal’s actions while on Bruyère Continuing Care property, including any injury or damage that the animal may cause.
9. Owners whose pet presents a threat to health or whose behaviour does not conform
with guidelines will be asked to leave with the animal immediately, and may not be
permitted to return, as determined by our staff.
10. Visits may be restricted during an outbreak situation (information will be posted).
FOR YOUR SAFETY
In an effort to help prevent security incidents, Bruyère Continuing Care has installed over
75 security cameras throughout its facilities. A security guard is also on duty between
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9
7:00 a.m. and midnight. However, these surveillance methods are not foolproof, and
incidents may still occur. Your cooperation is required in applying the following security
measures.
Accidents
All accidents or injuries that occur on Bruyère Continuing Care property should be reported immediately to a staff person. Patients who have an accident while temporarily off
Bruyère Continuing Care property should also report the incident to a staff member upon
return to the hospital.
Alcohol
Patients admitted to our programs may consume a maximum of two alcoholic beverages
a day while on our premises and during outings while accompanied by a staff person
- unless it is contraindicated for medical or behavioral reasons.
No alcoholic beverages are to be stored in a patient’s room. Please contact nursing staff
to discuss storage options.
Patients who behave aggressively or inappropriately as a result of the consumption of
alcoholic beverages will not continue to be served and privileges will be reassessed by the
care team.
Patients admitted to a rehabilitation program may not consume alcoholic beverages at any
time.
Fire Safety
When an alarm sounds, it could be an emergency or a fire drill. Please remain calm. The
staff is trained to respond quickly. If a patient is in the hallway, he/she will be asked or
assisted to move into the nearest empty room, and remain there until the “all-clear” signal
is announced over the PA system. Do not use the elevators during this time. Visitors
entering the building at the time of the alarm will be asked to remain at the entrance until
the “all-clear” is announced.
Throughout all sites, there are very sensitive, up-to-date fire alarm systems. Therefore,
any type of open flame, such as candles (including birthday candles) or sparklers are not
permitted.
I.D. Bracelets
All patients are required to wear an ID bracelet which provides essential information
that will assist staff and volunteers with providing care. We encourage those with lifethreatening allergies or other important medical conditions, particularly those who regularly
go into the community, to also wear Medic Alert bracelets.
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Patient and Family Handbook
Illegal Drugs
Bruyère Continuing Care has zero tolerance regarding the use, possession, cultivation
or distribution of illicit substances on our premises (buildings and grounds).
Infection Control
Infections are a common occurrence in Canadian seasonal weather systems, therefore,
family and friends are asked not to visit if they are sick with a respiratory infection,
gastroenteritis, or other infectious disease. This is of utmost importance in protecting
the patients who are compromised and therefore more likely to become ill. To remind
all visitors of their responsibility in preventing the spread of infections, an advisory selfassessment sign as well as hand sanitizer dispensers are available at each of the main
entrances. During outbreaks, visits may be restricted on specific units, or facility wide.
Keeping infections to a minimum is extremely important. Some rooms have special
precaution instructions to follow. Everyone can help reduce the spread of infections by
following these instructions. Ask a staff member for further information. Hand washing
(for at least 15 seconds) is the most important means of preventing the spread of germs
and infections in daily activities, both inside and outside health care facilities.
Restricted Access
Patients are not permitted in the basement levels of either site unless to visit the Hair
Salon at Élisabeth Bruyère Hospital or laundry services at Saint-Vincent Hospital. If a
patient is going to either of these locations, he/she must be accompanied by a hospital
staff member, volunteer or a family member.
Smoking
In keeping with the Smoke-Free Ontario Act and the philosophy of Bruyère Continuing
Care of promoting a safe and healthy environment, no smoking is permitted indoors
anywhere at Bruyère Continuing Care sites.
Patients who wish to smoke will be assessed at admission and as necessary and a
decision will be made whether the individual may smoke independently, with restrictions
such as supervision, or not at all. Assistance of any kind must be provided by visitors –
staff and volunteers will not transport or supervise patients for the purpose of smoking.
Patients may only smoke outdoors:
- Nine or more metres from any side or back entrance or exit door;
- In the outdoor smoking shelters at Élisabeth Bruyère Hospital or Saint-Vincent Hospital.
Smoking is prohibited:
- In front of all Bruyère Continuing Care facilities;
- While using oxygen.
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11
FINANCIAL MATTERS
Accommodation
Each facility provides three types of accommodations:
– Private – one patient per room
– Semi-private – two patients share one room
– Ward – three patients share one room
Rates may vary based on choice of accommodation.
Patients admitted to Saint-Vincent Hospital or who are awaiting placement for long-term
care in Élisabeth Bruyère Hospital are charged a monthly co-payment fee regardless of the
chosen accommodation. This fee is calculated based on the patient’s annual income, with
a maximum rate established by the Ministry of Health and Long-Term Care.
Bruyère Continuing Care reserves the right to move a patient if a specific room is required
for medical reasons, safety reasons, renovations, or to provide requested preferred
accommodation.
For more information on room accommodations or co-payment fees, please visit the
Accounts Receivable and Trust department, located on the main floor of each site.
Accounts Receivable and Trust
Upon admission, staff from Accounts Receivable and Trust will communicate with the
patient or the person listed on the application as responsible for financial matters. The
patient will be requested to bring a health card, proof of insurance, as well as copies of
existing Power of Attorney documents for property and/or personal care. Accounts
Receivable and Trust hours are Monday through Friday 8:00 a.m. – 4:00 p.m. and closed
on weekends and statutory holidays.
It is recommended that an in-trust account be opened at the Accounts Receivable and
Trust department. This account allows for small amounts of money to remain in a safe
place which could be used to pay for various services and amenities. Please limit the
amount of cash kept on hand or within the room. Small items of value, as well as credit
cards and cheque books, may be left in the Accounts Receivable and Trust vault for
safekeeping.
Insurance
Loss or damage of personal belongings is not the responsibility of Bruyère Continuing
Care. It is strongly advised that patients extend their personal insurance coverage during
admission to Bruyère Continuing Care.
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Patient and Family Handbook
For more information on financial matters, please call:
Élisabeth Bruyère Hospital
613- 562-6345
Saint-Vincent Hospital
613-782-2713
TREATMENT CARE PLAN
As part of Bruyere Continuing Care’s commitment to patient safety, all staff must check at
least two patient identifiers (such as name, date of birth, assigned identification number or
photograph) prior to any assessment, treatment or service (eg. blood work, specimen
collection, medication administration).
Conferences and Care Planning
Members of an interprofessional care team will individually assess the patient upon
admission and as required throughout the patient’s stay. As part of the care planning and
review process, the patient and their family may be invited to attend and participate in one
or more conferences with the team.
Consent to Treatment
By accepting admission, there is agreement for Bruyère Continuing Care staff to provide
each patient with basic care. The patient and their family have a right to be involved on an
ongoing basis in the decision-making process, including making informed choices about
the interprofessional care plan and suggested treatment. Consent will be sought in
advance of any treatment.
Discharges and Transfers
When a patient is no longer in need of, or has completed the treatment offered by the
program to which he/she was admitted, the team will assist him/her as necessary in
planning the discharge to an appropriate and safe environment that will meet his/her
needs.
The interprofessional care team will assist the patient in arranging the care and services
that are necessary, whether the patient is returning home or moving to another facility.
The discharge planning process will be completed in a timely manner in keeping with
Bruyère Continuing Care discharge policies and the Ministry of Health and Long-term
Care regulations where appropriate. Patients are responsible for their own discharge
transportation. If an admission to an acute care hospital is necessary, the patient’s bed
at Bruyère Continuing Care may be held for five days. During this time, the patient will not
be charged for semi-private or private accommodation. Please consult the Admissions
or Accounts Receivable department if you require further information.
Patient and Family Handbook 13
Health Record Information
The patient and his/her legal representatives are permitted access to their own health
record, but only with appropriate authorization, and in the presence of the attending
physician, a member of the interprofessional care team or Health Records staff (see
section on Privacy and Confidentiality).
Professional Services
The dedicated interprofessional care team includes health care professionals from a large
number of disciplines. Depending on the program and individual needs, professional
services may be provided by: dietetics, medicine, nursing, occupational therapy,
pharmacy, physiotherapy, psychology, social work, speech-language pathology, spiritual
care and therapeutic recreation.
Specialized services and clinics are available for patients. These services include:
audiology, chiropody, dentistry, diagnostic imaging, denturology, foot care,
gastroenterology, geriatric psychiatry, gynaecology, hearing aids, ophthalmology,
optometry, otorhinolaryngology (ear, nose and throat speciality), and urology. Diagnostic
Imaging Services (x-ray and ultrasound) are available at the Family Medicine Centre.
Ultrasound services are located at the Élisabeth Bruyère Hospital site.
Additional Services
Private duty, unregulated caregivers, including personal care attendants, companions,
and sitters, complementary therapy (therapy that complements, rather than replaces our
available health treatment), as well as additional professional services above what is
offered as part of the treatment plan may be purchased, as long as established criteria are
met. Patients and families should discuss needs with the treatment team. A member of
the nursing or social work staff can assist in providing names of private care agencies.
Patients and families are responsible to make all arrangements, including payment, which
is made directly to the private-duty personnel or agency. We will not become involved in
any financial arrangements in this regard.
Restraints
In keeping with the legislation on restraints, Bruyère Continuing Care has adopted a policy
of least restraint. Restraints are therefore the exception, and will only be used once all
other alternatives have been considered and determined to be ineffective or unfeasible.
Consent will be sought in advance of any use of restraints, except in case of emergency.
Spiritual and Religious Care
Spiritual care services are available to patients and their families. A clinical chaplain and
community contracted clergy are available to meet with patients and / or families to
discuss their spiritual needs.
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Patient and Family Handbook
Religious Services
Religious services are available. A schedule of worship services and liturgies is posted
at each site. Specific services such as sacraments are available upon request to clinical
chaplains.
Chapel and multi-faith prayer rooms are available for worship services, personal reflection,
meditation and prayer:
- Élisabeth-Bruyère Hospital:
Chapel on the second floor; multi-faith prayer room on the fifth floor
- Saint-Vincent Hospital:
Chapel and multi-faith prayer room on the fifth floor.
Therapeutic Recreation Services
Therapeutic recreation services enables persons with physical, cognitive, emotional, or
social limitations to acquire and maintain skills, which allow them to enjoy their leisure
optimally and function as independently as possible.
Activities may include: painting, horticulture, music appreciation, exercises, games, bingo,
social tea, gourmet suppers, relaxation sessions, guided autobiography, movies,
barbeques, and outings on a wheelchair-accessible bus.
Wheelchairs, including Power Mobility Devices
The occupational therapist will assess needs and assist in acquiring the necessary
equipment, or provide information on community resources available. Please bring in all
wheelchair accessories, such as cushions and lap tables. Due to space constraints, if a
patient has more than one wheelchair, he/she will have to make storage arrangements
with family or friends.
All privately owned wheelchairs will be safety checked to ensure that they are in safe
condition before use. All power mobility devices must use maintenance-free gel batteries.
Lead acid batteries are not permitted.
Patients who drive a power wheelchair or scooter must display safe driving skills and
good judgment when driving within the facility, outside and within the community. Failure
to comply with the Safe Driving Guidelines or with restrictions determined by the treatment
team because of safety issues, will result in the loss of driving privileges. (To view the
Safe Driving Guidelines, please refer to Appendix I. If you have any question about these
guidelines or how to use your power mobility device, contact your occupational therapist).
Patients are responsible for battery replacements and all repairs to their personal
wheelchair. Should patients require more information, please contact an occupational
therapist or nursing personnel who will refer you to a list of outside providers.
Patient and Family Handbook 15
OUTINGS
Overnight outings by a patient for any length of time must be approved by the treatment
team. Rehabilitation patients are required to be available to their treatment team until
4:00 p.m. on weekdays, before leaving on outings. Arrangements must be made in
advance to prepare a patient’s medications.
Patients will be required to sign out each time they leave the unit and sign back in upon
their return. The patient’s bed will be held for the arranged time and all usual charges will
apply.
Any special needs while a patient is off-site should be discussed with a member of the
interprofessional care team on the unit who will assist the patient in making the necessary
arrangements. The hospital should be contacted immediately if the patient is admitted to
another health care facility during a leave of absence.
External Medical Appointments
The hospital shall arrange and pay for transportation and any care needs when a patient
has an outside appointment related to his/her clinical goals that has been requested by
the attending physician and cannot be provided at Bruyère Continuing Care.
If a care provider is not required to accompany the patient and the patient cannot travel
alone; the family is responsible to escort him/her or make the appropriate arrangements.
Patients and families who wish to arrange appointments that have not been requested
by the team, or who choose an external health professional not selected by Bruyère, are
responsible for all arrangements and costs, including transportation and care providers.
External Outings
Para-Transpo is available for personal outings from Élisabeth Bruyère Hospital and
Saint-Vincent Hospital. A social worker will provide assistance in initially registering for this
service if arrangements have not already been made. Other means of transportation, such
as taxis or private ambulance services, are available but must be paid for directly by the
patient.
SERVICES
Banking Machines
Banking machines are located at the main entrance of Élisabeth Bruyère Hospital and next
to the cafeteria at Saint-Vincent Hospital.
Boutiques
A boutique is centrally located on the ground floor of both sites.
Boutique hours:
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Patient and Family Handbook
– Élisabeth Bruyère Hospital and Saint-Vincent Hospital:
Monday to Friday: 9:00 a.m. to 6:30 p.m.
Saturday and Sunday: 9:30 a.m. to 6:30 p.m.
The boutiques are open on statutory holidays.
Food Services
Meals are served for regular and therapeutic diets, taking into consideration, whenever
possible, individual and cultural preferences. Meals are served in the patient’s room, or in
dining rooms or lounges, depending on the program and personal preference. Food from
outside the facility may be brought in, diet permitting (please see section on outside
delivery services). Please refrigerate any perishables immediately for food safety.
Vending machines are also located at each site. Catering services for special occasions
is available through Marketed Services at 613-562-6262, ext. 4053.
Cafeteria
A cafeteria is located on the ground floor of both sites.
Cafeteria hours are 7:00 a.m. – 2:00 p.m. Monday through Friday and closed on
weekends and statutory holidays.
Outside Delivery Services
In order for Bruyère Continuing Care to ensure optimal security, individuals ordering
food delivery from outside are responsible for the pick up of ordered items at the
Telecommunications Department located at the main entrance of each facility.
Garden
The Gilberte Paquette Garden is an indoor sitting area located on the sixth floor between
the Élisabeth Bruyère Hospital and Résidence Élisabeth Bruyère.
Hair Salon
Hair care for both men and women is available at both sites. Family and visitors may use
these services at Saint-Vincent Hospital. The hair salons are located on the basement
level of Élisabeth Bruyère Hospital and on the first floor at Saint-Vincent Hospital.
Appointments can be made directly or through a member of the unit staff by calling:
Élisabeth Bruyère Hospital: 613-562-6262, ext. 1044
Saint-Vincent Hospital:
613-562-6262, ext. 3108
Payment may be arranged in advance through the Accounts Receivable and Trust
department or in person during the appointment. Gift certificates are also available.
Patient and Family Handbook 17
Internet Services
Internet access is available for patients on their personal computers as well as on
computers located throughout both sites. Bruyère Continuing Care does not have staff
allocated to support personal Internet or computer use.
Language of Service
Services are provided in English or French according to the patient’s preference. Efforts
are made to accommodate other linguistic needs through interpretation services on a
limited basis.
Lost and Found
Anything lost or found on a patient care unit should first be reported to the nursing
station. Items that are found are kept at the Telecommunications Department located
at the main entrance of each facility.
Mail Service
All personal mail will be delivered to the patient’s room – please clearly indicate the name
and room number. Both sites have a Canada Post mailbox for outgoing mail and stamps
can be purchased in the boutiques.
Public Library and Video Rental
Books, including large print format and talking books, may be borrowed from the Ottawa
Public Library Homebound Service. Contact the library directly at 613-580-2944.
At Élisabeth Bruyère Hospital, Therapeutic Recreation Services has large print and audio
books. Please contact 613-562-6262, ext. 3135 for further information.
Therapeutic Recreation Services also has a collection of movies in VHS format available
for loan. At Saint-Vincent Hospital, DVDs can be rented at the boutique, and Therapeutic
Recreation Services can also arrange for the loan of popular videos from a local video
store on weekends. Please contact 613-562-6262, ext. 3135 for more information.
Telephones
Bedside telephone service is available. For patients in the Palliative Care and Rehabilitation
programs, there is a one time flat fee charged at admission for basic telephone service,
including: installation, moves and repairs. For patients in the Complex Continuing Care
program there is a monthly fee charged for basic telephone service including: installation,
moves and repairs. Arrangements for telephone service can be made through the
Accounts Receivable office.
Patients unable to dial themselves can have their phone automatically routed to
Telecommunications, who will assist them with their calls.
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Patient and Family Handbook
Long-distance service is available from all patient phones by dialing 7777 (long-distance
charges will apply) and following the instructions and prompts. Long-distance calling
cards may be used and are available in the boutiques.
For patient, visitor and staff safety, please refrain from moving the phone or adding
extension lines (unless approved by the unit), so that the cord does not become a hazard.
Television and Cable
Wall-mounted televisions with cable vision are available for each patient.
In the Palliative Care and Rehabilitation programs there is a one-time flat fee charged
at admission for cable. In the Complex Continuing Care program there is a monthly fee
charged for cable. Arrangements for cable can be made through the Accounts Receivable
office.
For the comfort of others, patients are asked to use earphones while watching television.
Televisions can also be found in lounges throughout both facilities.
Voting During Elections
Patients may vote at stations organized at each site for municipal, provincial, and federal
elections.
PATIENT AND FAMILY RELATIONS
Patient and Family Monthly Orientation Session - Saint-Vincent Hospital
The orientation session provides general information as well as education to patients and
families regarding the health care plan and the delivery of care at Bruyère Continuing Care.
The session is composed of two main presentation topics: a general orientation to SaintVincent Hospital and a family orientation support group. An invitation to participate will be
sent to newly admitted patients and their families.
Residents’ Council - Saint-Vincent Hospital
The Residents’ Council at Saint-Vincent Hospital meets regularly in order to address
issues of general concern which affect the care and quality of life and to advocat on
behalf of patients. This council is also an outlet for enhanced communication
between staff, residents and their families.
Sharing of Commendations
When a patient or family member is pleased with the care or the service they have
received during their stay at Bruyère Continuing Care, they are invited to share their
thoughts, which are important for staff growth and morale.
Patient and Family Handbook 19
Dealing with Concerns
If a patient has concerns, it is essential to advise a member of the treatment team as soon
as possible. The staff member will take the necessary steps to resolve the situation and
will, as needed, refer the patient’s request to the staff member best able to help.
To resolve conflicts, please:
1. Contact the staff member or care team in question.
2. Contact the Clinical Manager.
3. Contact the Program Director.
If necessary, the patient should contact the Client Relations Advisor, 613-562-6262 ext
1046, who works to personalize and strengthen the relationship between patients and
Bruyère Continuing Care. Bruyère Continuing Care continuously strives to address needs
and expectations within limited resources. In order to achieve this, feedback is important
and comments are welcome at any time.
Ethics Consultation Service
The Ethics Consultation Service is a consultative, informational, and advisory group to
which ethical questions and issues relating primarily to care decisions and patient rights
can be raised by patients, families, volunteers, staff or physicians. The Ethics Consultation
Service will arrange for a discussion in an interprofessional and non-judgmental manner.
For more information, contact a member of the interprofessional treatment team, Clinical
Manager, or call the Ethics Consultation Service at 613-562-6262, ext.1600.
Diversity
Bruyère Continuing Care welcomes the rich diversity of patients, their families, as well as
staff, volunteers, physicians, and students. The organization reflects the cultural and ethnic
mix of the larger community. Therefore, it is likely that patients will meet staff, physicians,
volunteers and fellow patients from diverse backgrounds and cultures.
Abuse, Harassment, Discrimination, Violence
Bruyère Continuing Care considers physical, sexual, financial, racial, and verbal abuse
or harassment, as well as any form of discrimination or violence, including inappropriate
acts, threats, comments or gestures to be unacceptable. There is a zero tolerance policy
of such behaviour perpetrated against patients, family or anyone working at Bruyère
Continuing Care. Necessary measures will be taken to deal with any infractions. Visitors
who behave inappropriately may have their visiting privileges restricted. Please report any
such inappropriate behaviour to staff immediately.
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Patient and Family Handbook
PRIVACY AND CONFIDENTIALITY
Collection of Personal Health Information
Bruyère Continuing Care collects personal health information about patients either
directly from patient’s themselves or from the person acting on the patient’s behalf.
The information that is collected may include the patient’s photograph (for identification
purposes), name, date of birth, address, religious or other organizational affiliation, health
history, records of each visit to Bruyère Continuing Care and the treatment that they
received during each visit.
Uses and Disclosure of Personal Health Information
If consent has been obtained, Bruyère Continuing Care may also collect personal health
information about a patient from other sources as required by legislation.
Personal Health Information is used and disclosed in order to:
- Treat and care for the patient.
- Receive payment for the patient’s treatment and care (from the patient’s provincial health plan, Workplace Safety & Insurance Board [WSIB], the private insurer or others).
- Plan, administer and manage Bruyère Continuing Care’s internal operations.
- Provide a patient with spiritual care and religious services.
- Conduct risk management activities.
- Conduct quality improvement activities (such as sending patient satisfaction surveys).
- Provide education.
- Conduct research.
- Compile statistics.
- Fundraise to improve Bruyère Continuing Care’s health care services and programs.
- Share patient demographics with the Champlain Local Health Integration Network (LHIN) central repository of patient information (EMPI).
- Provide information (name, date of birth and room number) for federal, provincial,
and municipal electoral lists.
- Respond to an emergency or other urgent situation.
- Comply with legal and regulatory requirements (e.g., sending data to the Canadian Institute of Health Information).
- Fulfill other purposes permitted or required by law (e.g., court order).
Patient and Family Handbook
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Patient’s Rights
– The patient may access and correct his/her personal health records.
– The patient may withdraw their consent for some of the above uses and disclosures
by contacting us (subject to legal exceptions).
– The patient may make a complaint to Bruyère Continuing Care’s Privacy and Health Information Officer about access to their personal information, or about how it is
collected, stored, used or disclosed to others.
– The patient can also contact the Information and Privacy Commissioner of Ontario if they think their rights have been violated. The Commissioner can be reached at:
2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8, Tel: 1-800-387-0073
Fax: 416-325-9195, web site: www.ipc.on.ca
Contact Us
For more information about the health information privacy protection practices, or to raise
a concern, please contact Bruyère Continuing Care’s Privacy and Health Information
Officer by telephone at 613-562-6262, ext 1048 or by e-mail: [email protected]
BRUYÈRE CONTINUING CARE VOLUNTEER RESOURCES
Volunteers are members of the interprofessional team, providing emotional, social and
spiritual support to the patients and their loved ones.
Some volunteer responsibilities include:
- Friendly visiting.
- Reading at the bed side.
- Accompanying patients to recreational activities, religious services, hairdresser
appointments, and the garden.
- Facilitating small groups on the unit i.e. reading group, art class.
- Facilitating a patient’s pursuit of leisure interests i.e. video games, cards, horticulture, music.
- One on one computer training.
To discover more about the volunteer services available, please contact 613-562-6364.
RESEARCH AND TEACHING
Medical students, residents, as well as students and professionals from other disciplines
such as physiotherapy, occupational therapy, nursing or pharmacy may be involved in
providing or observing care with patient consent and under the supervision of a Bruyère
Continuing Care staff member or physician.
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Patient and Family Handbook
All research, including that sponsored by the Élisabeth Bruyère Research Institute, must
be approved by our Research Ethics Board before it can be carried out within the
organization and will follow strict protocol regarding confidentiality. Patients may refuse to
participate in any research project with the assurance that their treatment and care will not
be adversely affected.
FOUNDATION
The Bruyère Foundation was created to help make a positive difference in the quality of life
of our patients. By making a gift or pledge, every person can help change lives. All
charitable donations support patient care through the purchase of medical equipment,
specialized patient programs and projects, as well as the expansion and renovation of
Bruyère Continuing Care facilities. A person’s generosity also enables the staff to perform
ongoing, practical, applied research that improves patient care and benefits the
community-at-large.
A donation can go to one of the following programs:
– In Memoriam.
– Direct Mail.
– Monthly Giving.
– Tree of Life.
– Planned or Deferred Giving.
– Major Gifts.
For more information, please contact the Foundation office:
43 Bruyère Street
Ottawa ON K1N 5C8
613-562-6319
E-mail: [email protected]
Charitable tax receipts are automatically issued for donations over $10.00;
receipts for any amount can be provided upon request. The charitable tax number is
88846 0441 RR0001.
Patient and Family Handbook 23
BRUYÈRE CONTINUING CARE LOCATIONS AND
CONTACT INFORMATION
Élisabeth Bruyère Hospital
43 Bruyère Street
Ottawa ON K1N 5C8
613-562-6262
Saint-Vincent Hospital
60 Cambridge Avenue North
Ottawa ON K1R 7A5
613-562-6262
Saint-Louis Résidence
879 Hiawatha Park Road Ottawa ON K1C 2Z6 613-562-6262
Élisabeth Bruyère Résidence
75 Bruyère St.
Ottawa ON K1N 5C8
613-562-6262
APPENDIX I
SAFE DRIVING GUIDELINES FOR POWER MOBILITY DEVICES (PMD)
Please consider that driving a PMD is similar to driving a car. Safety of yourself and
others is very important.
Safety Guidelines for All Power Mobility Devices:
1. Drive cautiously. Stay alert and always be aware of things going on around you.
2. Drive at low speeds indoors. Driving at high speeds can cause injury to yourself or
others and damage to property.
3. Turn at low speeds. Sharp turns at high speeds may result in overturning.
4. Do not drive over curbs or drops higher than 1 ½ inches.
5. Driving while under the influence of alcohol or a controlled substance is prohibited.
6. Do not allow anyone to ride on your PMD with you and do not tow anyone.
7. Be extra careful when operating your PMD near stairs.
8. Only staff may assist you in crowded areas. Because of safety concerns, other
patients must not provide such assistance.
9. Store items securely when on your PMD; do not carry any loose objects with you.
10. Turn the power OFF before getting on or off your PMD. When driving a scooter, make
sure that the seat swivel is locked.
11. Always keep your feet on the floor pan of your scooter or the foot supports of your
electric wheelchair when driving.
General Suggestions for Operating Power Mobility Devices:
1. Use of a seat belt is strongly recommended as a sudden jolt could cause you to slide
out of your power mobility device.
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Patient and Family Handbook
2. Check battery power to ensure it is fully charged before each outing.
3. Consider the weather when planning to go outdoors, e.g., tires may have poor
traction in snow. Rain may damage electronics.
4. Use of an orange flag is recommended to increase your visibility to traffic in the
community.
5. Have a plan in case of emergency when you are out in the community, e.g., have a
cellular phone, request a volunteer or a friend to go out with you.
6. Do not overload the basket of your scooter. This can affect the balance of your scooter.
7. Never lend your PMD to another patient or a visitor.
8. Park your PMD in a safe place that is not in the way of others. Sufficient space is
required around the beds in patients’ rooms. Therefore your PMD may not be able
to be stored in your room.
9. Do not block the entrances of the hospital.
10. Turn OFF your PMD when in the elevator in case another person accidentally hits
the joystick/controls
11. Consider installing mirrors to increase safety when backing up.
12. Notify your vendor or team member if you are having problems with your PMD.
RESPONSIBILITIES AND OBLIGATIONS:
1. You are expected to read and follow these guidelines at all times while using the
power mobility device.
2. You are responsible for willful damages or injury to yourself, others and property
resulting from your use of the power mobility device. You understand that you,
your family or estate agree not to make any claims against Bruyère Continuing Care, its medical staff, employees, officers and directors for any damages or injury that you may cause.
3. You may be required to reimburse Bruyère Continuing Care, its medical staff,
employees, officers and directors for costs of any claims or demands made by
another party that arise from your use of a power mobility device.
4. You are responsible for maintenance, damage, adjustment or repair costs, including
costs of modifications required because of safety concerns identified by the team.
The treatment team will assess your driving skills on an ongoing basis. They may
modify the power mobility device (e.g. speed control), or restrict or suspend your
driving privileges if you do not follow these guidelines.
Patient and Family Handbook 25