Guide d`accueil - résidents EN

Welcome to our residential centre
A homelike environment
PROGRAM FOR THE SUPPORT OF THE AUTONOMY OF SENIORS - RESIDENTIAL SECTOR
RESIDENTIAL CENTRES
HENRI-BRADET • FATHER-DOWD • ST-ANDREW • ST-MARGARET
Dear new resident,
We would like to welcome you to our residential centre. The arrival of each of our
residents is as important to us as it is to you. To this end, we are proud to adhere to
the « living environment » approach for the well-being of our residents. By agreeing
to be part of this initiative, our employees and managers have committed to listening
to the residents and their families, respecting them and adopting a personalized
approach in their actions and daily decisions.
We invite you to consult this guide for general information about CSSS Cavendish
and for specific information regarding each of our residential centres.
We will try, in any way possible, to respond to your needs and expectations during
your stay. To do so, we will plan a meeting with you and your family in the weeks
following your arrival at the residential centre, to talk with you and establish a
personalized intervention plan so that we can provide services according to your
needs.
The CSSS Cavendish Residence Team
...A homelike environment...
TABLE OF CONTENTS
CSSS CAVENDISH RESIDENCES..............4
Intervention philosophy.................................4
Code of ethics..............................................4
Committees that represent you......................4
If you are dissatisfied....................................4
Invaluable collaborators................................4
YOUR NEW HOME.....................................5
Your room....................................................5
Clothing.......................................................5
Meals...........................................................6
Leisure activities...........................................6
Pastoral services and spirituality.....................6
Involvement of your family and friends...........6
Outings........................................................6
Celebrations or family gatherings...................6
Your life story...............................................6
Monitoring your state of health......................7
Safety..........................................................8
- Tobacco usage
- Identification of residents
- Your personal belongings
CONFIDENTIALITY OF YOUR MEDICAL
FILE..........................................................8
OTHER SERVICES.....................................8
Foot care, external professionals
(dentist, optometrist, etc.)..............................8
Telephone, cable and internet.........................9
Mail service / subscriptions.............................9
CODE OF CONDUCT IN THE RESIDENTIAL
CENTRES...................................................9
Tips or gifts...................................................9
Respectful language.......................................9
Pets..............................................................9
WELCOME GUIDE
for new residents
YOUR RENT...............................................9
THE ORGANIZATIONAL VALUES OF CSSS
CAVENDISH............................................10
This document was made possible
thanks to the generous contribution of
the CSSS Cavendish Users’ Committee
CSSS CAVENDISH RESIDENTIAL CENTRES
The intervention philosophy
Committees that represent you
Our intervention philosophy is in line with the
guiding principles of the ministerial
orientations: « A quality living environment for
people in residential and long-term care
centres ».
ÄA residents' committee was formed in each
residential centre. Depending on the site, it is
composed of residents, family members,
volunteers and/or staff members. It is
concerned with the respect of your rights and
the continuous improvement of your living
environment.
ÄA users' committee was formed and its
members include clients and volunteers of
CSSS Cavendish, some of whom are members
of the residents' committees. They are elected
to represent users and can also provide
information on the rights of users and support
in the treatment of complaints. Two members
sit on the CSSS Cavendish Board of Directors.
« Our raison d'être is to create a living
environment where the resident feels at home
and is recognized as a member of the
community.
To create this type of living environment, we
must listen to the residents and their families
and friends, respect them and adopt a
personalized approach in our actions and daily
decisions. We will, as such, improve the quality
of life of everyone! »
Code of ethics
Our code of ethics is included with this guide. It
outlines the values and principles that guide our
behaviour and attitudes toward our clientele. It
is based on respect and benevolence toward
each individual, as our objective is to ensure the
well-being of all members of our community.
This code of ethics completes and reinforces the
rights and obligations established in the law.
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A pamphlet is included with this guide and
provides you with more information about these
committees.
If you are dissatisfied
It is important that you inform us if you are
dissatisfied. To do so, we suggest that you first
speak with the nurse on your floor. She will try to
correct the situation or find a solution to the
problem that you have raised. Depending on the
case, she can also direct you to the right person:
either the head of the unit or the head of the
service concerned. In most cases, this simple
step will be enough to resolve the issue.
However, if the problem persists, you may
contact the Local Service Quality and
Complaints Commissioner. For more
information, please consult the pamphlet that is
included with this guide.
Invaluable collaborators
The Julius Richardson Foundation for the CSSS
Cavendish is a non-profit organization that was
created over 30 years ago. The mission of the
foundation is to organize fundraisers, and
receive donations, endowments and other
contributions in order to carry out its primary
objective of participating in the improvement of
your quality of life. If you would like to
contribute to the Julius Richardson Foundation
for the CSSS Cavendish, your donations can
help to improve the quality of life of residents by
funding projects that are not covered by the
institution's budget. You can make a donation to
a particular site, for example, to improve the
living environment of residents. If the amount
of your donation is over $20, you will receive a
tax receipt.
YOUR NEW HOME
We are pleased to welcome you to your new living space and we hope that
you will be able to set it up according to your tastes and personality.
A room will be assigned to you upon your arrival
and we hope that you will keep this room for the
duration of your stay. However, it is possible
that you will have to change rooms for the
following reasons: for example, if you wish to, if
your state of health requires it, or to resolve
certain difficulties related to the prevention of
infections.
In order to take into account certain restrictions
related to living in a group setting, as well as the
safety and architecture of our residential
centres, we propose certain guidelines and
elements to be respected. You may discuss
them with the head nurse as needed.
Your room
We invite you to bring personal items so that
you can set up your room according to your
tastes and so that you will quickly feel at home.
You can bring a television, a radio and objects to
place on the furniture according to the space
available. To hang pictures or other objects on
the wall, please speak to your nurse.
Similarly, in order to personalize your environment, we suggest that you
bring a single bed bedspread as well as your own pillows if you wish.
Bedding is provided and laundered by the institution but you may choose
to bring your own bedding and launder it
yourself.
The Henri-Bradet, Father-Dowd, St-Andrew and
St-Margaret Residential Centres are residences
whose mission is to ensure that the resident feels
at home and that his or her integrity and choices
are respected.
It is possible to install an air conditioner but it
must comply with the safety norms of the
centre and you must respect the procedures
for its maintenance. Please speak with your
nurse for all necessary information before
obtaining an air conditioner.
« The mission of a residential and long-term care
centre is to offer, on a temporary or permanent
basis, an alternative environment, lodging,
assistance, support and supervision services as
well as rehabilitation, psychosocial and nursing
care and pharmaceutical and medical services to
adults who, by reason of loss of functional or
psychosocial autonomy, can no longer live in their
natural environment, despite the support of their
families and friends ».
Article 83 of An Act respecting health services and
social services.
The room is cleaned every day.
Clothing
The residence takes care of washing clothes
identified with your name, but you can decide
to do it yourself. We ask that you label all of
your clothes in order to facilitate the washing
process and to avoid errors.
Wearing adapted clothing is recommended if
you have difficulties getting dressed. Hospitaltype clothing is reserved for particular
situations (for example, prevention of
infections).
If you would like to bring your own furniture,
you must speak to the nurse beforehand in order to ensure that adequate
space is available and you must take care of the maintenance.
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Meals
The main dining room is located in the lobby of each site and dining rooms
are available on all the units. We promote eating meals in these meeting
places.
Our food services offer balanced meals and menus are varied and
adapted according to the seasons. They take into account your tastes,
diets or allergies.
count on your discretion to ensure a calm and respectful climate for the
other residents.
Your family and friends are invaluable collaborators and their presence
contributes to the improvement of your living environment. They may
accompany you to leisure activities and during meals or outings. They
may accompany you to the indoor and outdoor common areas of the
residential centre.
Outings
Leisure activities
You are invited to participate in the leisure activities that have been
designed for you. The staff of the recreation department, assisted by
volunteers and with the collaboration of staff from the units, organizes
recreational activities. Members of your family and your friends are
encouraged to join you in these activities.
Pastoral services and spirituality
Mass is held according to a regular schedule and you are invited to attend.
We respect the religious beliefs and spiritual values of each resident. In
addition, if you would like to meet with a member of the clergy of your
religion, you must make a request with your nurse and we will try to
respond to your needs.
Unless contraindicated, you may go on outings. It is important that you
advise the staff when you will be absent so that they don't worry or look
for you. For an outing of several days, we ask that you inform the nurse
one week in advance so that she can prepare your medication for the time
that you will be away.
We suggest that a family member or friend accompany you to your
medical appointments or if you have to be transported to the hospital.
Celebrations or family gatherings
If you would like to receive members of your family or a group of friends,
please speak to your nurse for information regarding available rooms.
Your life story
Involvement of your family and friends
The involvement of your family and friends facilitates your adaptation to
your new living environment. Throughout your stay and if you wish, we
will communicate with them to share information regarding your
particular needs as well as your state of health. Upon your arrival, you
must designate a person of your choice with whom we can communicate.
Your family members and friends are always welcome. You can have
visitors, including children, at any time. Since visiting hours are open, we
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So that we can get to know you better and personalize our interventions,
if you wish you can tell us about your life before you arrived here at the
residence. With help from your family or friends, we invite you to
complete a short form to share certain elements about your life. The
information that you agree to share with us will be respectfully
communicated to the staff of the unit. Sharing this information will enable
us to better understand your needs and preferences so that we can
respond in the best way possible. This form will be given to you upon your
arrival.
Monitoring your state of health
You will receive quality services on the basis of an evaluation of your
needs and the available resources. Throughout your stay, we encourage
you to carry out your daily activities according to your abilities, in order to
maintain your autonomy.
The team is composed of nurses, licensed practical nurses and beneficiary
attendants, and is available 24 hours a day, seven days a week. In
addition to the care related to your health, the staff will offer you,
according to your needs, the necessary help on a daily basis for your
hygiene care, getting dressed, your meals, etc.
With respect to your intimate care, our staff members have received the
necessary training and we assure you that their approach is professional
and respectful. We are also sensitive to respecting the wish of certain
residents to receive intimate care by a person of the same sex. If this is the
case, please discuss it with the nurse of your unit who, depending on the
available resources, will respect your choice.
You will have access to a treating physician and he or she will ensure your
medical monitoring. He or she will prescribe your medication, which will
be provided at no cost by the pharmacy service. If you take nonprescription medications, such as vitamin supplements or natural
products, it is important that you inform your nurse so that she can ensure
follow-up with the physician and pharmacist and ensure that these
products are compatible with your prescribed medications.
Depending on your needs, certain equipment, such as a wheelchair,
specialty pillow, walker or orthotics, may be provided during your stay.
This equipment belongs either to the Régie de l'assurance maladie du
Québec (RAMQ) or to the residential centre and must be left in the room
upon your departure.
In the weeks following your admission, you and your family will be invited
to attend a meeting so that you can collaborate on your intervention plan.
This plan will be revised according to your state of health, minimally once
a year, in order to adapt the necessary interventions according to the
evolution of your state of health.
Some time following your admission, we will invite you to discuss your
wishes with respect to the level of medical intervention and
cardiopulmonary resuscitation.
We must address the sensitive issue regarding end of life. We are able to
help you and your family in this last phase of life. It is possible to end your
days in the residential centre and your family and friends may be present
as much as they wish.
We are sensitive to the loss of a loved one. Nonetheless, we must inform
you that your family will have 24 hours to vacate the room following your
death. We will also help your family members during these difficult
moments if they wish.
In case of emergency, an on-call physician can be reached by telephone at
all times. If you have to go to a medical appointment outside of the
residence, a family member or friend should accompany you.
If difficulties arise during your stay at the residential centre, a practitioner
will help you to identify the source of the problem and find appropriate
solutions. This assistance is offered, depending on the resources in place,
by social workers, occupational workers, physiotherapists, nutritionists,
etc.
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Safety
We take your safety to heart. As such, there are procedures and
equipment for this purpose:
In your room, you have access to a call button, generally located near the
head of the bed. There are also call buttons in the bathrooms in your room
and on the unit and in certain common areas.
To ensure the safety of residents, certain doors are locked. Similarly,
certain measures are taken, such as limiting access at the entrance doors
in the evenings and at night, as well as magnetized doors in the stairwells.
Depending on the need, it is possible that we will have certain residents
wear an anti-wandering bracelet.
The residence has a fire alarm system and the staff is trained to intervene
rapidly and safely in an emergency, primarily in case of fire. To reduce the
risks of fire, lighting candles or lanterns is prohibited.
Employees also receive training related to safety, prevention of infection
and safe movement of residents.
Ä Tobacco usage
Unless identified as a non-smoking centre in accordance with the
Tobacco Act, residents may smoke only in the designated areas. For
safety reasons, it is possible that we keep your lighter and other
smoking items under lock and key. In addition, it is strictly prohibited
for visitors, family members and employees to smoke indoors. They
must smoke outside, at a distance of more than nine meters from all
entrances.
Ä Identification of residents
Upon your arrival, we will take a photo of you so that we ensure your
proper identification during distribution of medications by our nursing
staff. We may also propose placing a photo at the door of your room if
you agree. Following your evaluation, the nurse may place an
identification bracelet on your arm if necessary.
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Ä Your personal belongings
You may bring personal items and money, but the residence is not
responsible for personal property that breaks, is lost or disappears.
However, if your personal property is broken or lost by the staff, it will be
repaired or replaced at the expense of the residence. For more
information, please review the information included with this guide.
CONFIDENTIALITY OF YOUR MEDICAL FILE
The information that concerns you is confidential and you may ask your
health care team any questions about your health condition. However, if
you would like to consult your medical file, you must ask the nurse who
will explain the procedure to follow in collaboration with the archives
service.
OTHER SERVICES
Foot care, hairdressing, other professionals (dentist,
optometrist, etc.)
You can benefit from certain additional services for which you will have to
pay a fee, whether on site or outside. Information will be given to you in
the weeks following your arrival and your consent will be required for
these services.
Telephone, cable and Internet
You can have access to these services in your room and you must assume
the costs for installation and usage. To do so, please speak to your nurse
about procedures. These services are provided by a private company (Bell
or Videotron) and are entirely your responsibility.
If you do not wish to have these services in your room, a telephone and
television with cable are available to residents in the lounge of each floor.
A computer with Internet access is also available to residents.
Mail service / subscriptions
Your mail or newspaper will be given to you and if you need to mail
something, you can give it to the reception or a worker on the unit. Mailing
costs are at your expense.
CODE OF CONDUCT IN THE RESIDENTIAL CENTRES
Pets
Visitors may bring a small pet (cat or dog) according to the established
rules. Upon arrival, please inquire about our policy concerning the
presence of animals in our centre.
YOUR RENT
Your rent is set annually by the Régie de l'assurance maladie du Québec
(RAMQ) on the basis of the room occupied (private or semi-private) and
your income.
For more information, please consult the document « The Financial
Contribution by Accommodated Adults » on the website of the Régie de
l'assurance maladie du Québec:
http://www.ramq.gouv.qc.ca/SiteCollectionDocuments/citoyens/en/
depliants/depl-adultes-heberges-en.pdf
Tips or gifts
Rent is due on the first of each month and is payable to CSSS Cavendish.
An automatic withdrawal service is available in order to facilitate the
monthly payment of your rent.
In order to prevent any type of conflict of interest or appearance of
conflict of interest, and in accordance with our policy on conflicts of
interest, it is preferable that tips or gifts not be given to our employees and
volunteers. However, if you would like to acknowledge their support,
please speak with the coordinator of your unit.
Upon your arrival, a trust is also opened in your name in order to facilitate
purchasing of services (hairdresser, mini-mart, foot care, clothing labels,
etc.) in the residence.
Respectful language
In order to adopt a respectful approach, residents are referred to by their
family name.
The residents' accounts department will contact you when you are
admitted. The contact information for this department, as well as the list
of products provided by the residential centre, are included in the
welcome kit.
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ORGANIZATIONAL VALUES OF THE CSSS CAVENDISH
QUALITY
RESPECT
COMPASSION
RESPONSIBILITY
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SAFETY
Father-Dowd Residential Centre
6565 Hudson Road
Montréal, Québec H3S 2T7
514-932-3630
Richardson Hospital - Administrative Centre
5425 Bessborough Avenue
Montréal, Québec H4V 2S7
514-484-7878
Henri-Bradet Residential Centre
6465 Chester Avenue
Montréal, Québec H4V 2Z8
514-484-7878
Catherine-Booth Hospital
4375 Montclair Avenue
Montréal, Québec H4B 2J5
514-481-0431
St-Andrew Residential Centre
3350 Cavendish Boulevard
Montréal, Québec H4B 2M7
514-932-3630
CLSC de Benny Farm
6484 Monkland Avenue
Montréal, Québec H4B 1H3
514-484-7878
St-Margaret Residential Centre
50 Hillside Avenue
Westmount, Québec H3Z 1V9
514-932-3630
CLSC René-Cassin
5800 Cavendish Boulevard
Côte St-Luc, Québec H4W 2T5
514-484-7878
www.cssscavendish.qc.ca