Patient and Family Handbook ROYAL COLUMBIAN HOSPITAL. 330 Columbia Street New Westminster, BC V3L 3W

Transcription

1 Patient and Family Handbook ROYAL COLUMBIAN HOSPITAL 330 Columbia Street New Westminster, BC V3L 3W

2 Table of contents Welcome message If English is your second language...3 Patient information Getting here Map...6 Parking...7 Your stay Communicating with your care providers...8 Rooms...9 Overnight stays for family members...9 Patient meals...9 Rental telephones, TV and internet service...10 Pay phones and taxi phones...10 HandyDART...10 Cell phones...10 Medical coverage...11 Support services Aboriginal Health Liaisons...12 First Nations Health Authority...12 Spiritual care...12 Sacred Space...12 Patient and Family Resource Centre...13 Advance Care Planning Your safety and security Preventing falls...13 Clean hands...15 Smoke, scent and latex balloon-free...15

3 Valuables...16 Respectful behaviour...16 Housekeeping services/lost and Found...17 Security...17 Privacy, photography/videography and health records...17 Your feedback is welcome...18 Getting You Home Home is best...18 Instructions before you leave...18 Getting help at home...19 Medical equipment and supplies...19 Lifeline...20 Community resources HealthLink BC Community Services...21 Family information Visiting...22 Pets...22 Flu shots and masks...22 Banking...23 Meals and snacks...23 Gift shop...24 Send well wishes...24 Volunteers...24 Royal Columbian Hospital Foundation...25 Advertising index

4 Welcome message Welcome to our hospital. We are committed to providing you with the best health care so you can return home as soon as possible, which we believe is the best place for recovering from illness and injury and managing long-lasting health problems. The goal of this handbook is to help you and your family feel more comfortable by explaining the details of your hospital stay. In this handbook we tell you where you can find important services, what you can expect while you are in the hospital, and other helpful information, like how you and your loved ones can be partners in your health care. All of our employees, physicians and volunteers work hard every day to show the values that are most important to us when we interact with our patients: Respect, Caring and Trust. We wish you a speedy recovery. 4 If English is your second language If you do not speak or understand English well enough to have medical conversations, we can get a medical interpreter in your language. The medical interpreter will help you communicate with your doctor and health care team. We can get the interpreter by phone or in person. Please be patient. It might take time. You do not pay for this. For informal conversations, your family and friends can help you explain what you need to your health care team.

5 如果你不懂或不明白英語來表達健康狀況或為你的醫療問題作決定, 你可以向我們的醫療人員為你請一位翻譯人員來為你翻譯, 這翻譯的服務是免費的. 在一般的情況下我們歡迎你的家人或你的朋友與我們來談你醫療的需要. 如果您不会英语, 或者英语程度不足以进行医疗事务方面的对话, 我们可以为您请一位医务翻译 医务翻译可以帮助您与医生及医疗团队进行沟通 我们可以请到在电话中为您服务的医务翻译或者来现场为您服务的医务翻译 请耐心等候, 我们需要一些时间来安排 您无需为翻译服务付费 对于非正式的交谈, 您的家人和朋友可以帮助您向医疗团队说明您的需求 در صورتيکه انگليسی زبان مادری شما نيست اگر به انگليسی صحبت نميکنيد يا انگليسی را ا نقدر خوب نميدانيد تا مکالمات پزشکی را انجام دهيد ما ميتوانيم يک مترجم پزشکی هم زبان شما را در اختيارتان بگذاريم. مترجم پزشکی برای ارتباط با پزشک و تيم مراقبين بهداشتی شما را ياری خواهد داد. ما ميتوانيم بصورت تلفنی يا حضوری به مترجم دسترسی پيدا کنيم. لطفا صبور باشيد. ممکن است زمان ببرد. شما برای اين خدمات هزينه ای نميپردازيد. در مکالمات غيررسمی خانواده و دوستان شما برای توضيح نيازهايتان به تيم مراقبين بهداشتی ميتوانند شما را ياری دهند ਜ ਤ ਸ ਅ ਗਰ ਜ਼ ਐਨ ਚ ਗ ਤਰ ਬ ਲ ਜ ਸਮਝ ਨਹ ਸਕਦ ਤ ਮ ਡ ਕਲ ਇਲ ਜ ਸ ਬ ਧ ਗ ਲਬ ਤ ਕਰ ਸਕ, ਤ ਅਸ ਤ ਹ ਡ ਭ ਸ਼ ਵ ਚ ਇਕ ਮ ਡ ਕਲ ਦ ਭ ਸ਼ ਏ ਦ ਇ ਤਜ਼ ਮ ਕਰ ਸਕਦ ਹ ਤ ਸ ਇਸ ਵ ਸਤ ਕ ਈ ਖ਼ਰਚ ਨਹ ਕਰਨ ਹ ਗ਼ ਰਰਸਮ ਗ ਲਬ ਤ ਲਈ, ਤ ਹ ਡ ਪ ਰਵ ਰ ਅਤ ਦ ਸਤ, ਤ ਹ ਨ ਆਪਣ ਹ ਲਥ ਕ ਅਰ ਟ ਮ ਨ ਤ ਹ ਡ ਲ ੜ ਬ ਰ ਸਮਝ ਉਣ ਵ ਚ ਮਦਦ ਕਰ ਸਕਦ ਹਨ 5

6 Patient information Getting here Map H1N SECURITY Emergency (H1N, Psychiatry ER) Security 6

7 Parking If paying for parking is difficult for you for financial reasons, you may qualify for assistance. Ask your care provider for more information. If you have any questions about parking, please call Fraser Health Parking Administration at

8 Your stay Communicating with your care providers As a patient, it s important to be able to talk about your health with your care providers, to understand their advice, and to make decisions together that can support your health. We welcome and encourage you and your family to provide information, ask questions and be involved in your care while you are in the hospital. Tips for communicating with your care providers: Share a list of all your medications Repeat back what your provider says to ensure you understand correctly Ensure you understand next steps. This will help your recovery 8 Questions you may want to ask your care provider: What date am I expected to be sent home? Have you cleaned your hands? Can you tell me about my health problem? Why are you doing this test or treatment? What will happen to me during this test or treatment? How will I find out the results of my test? What is the name of the medication you are giving me? Why am I taking it? Does this medication have any side effects that I should know about? Does this medication replace anything I was taking at home?

9 Can I get a copy of the Welcome to the Hospital - Care Journal for Patients and Families to write down information and questions about my hospital stay? Rooms When you first come to stay at the hospital, you will be given the first bed available. In some cases, this may mean you are sharing a room with men and women. You may be able to request a semi-private (two beds per room) or private room for an additional cost, which may be covered if you have extra insurance coverage. For more information on our Preferred Accommodation Program room rates, search for Rooms on fraserhealth. ca or speak to your care provider. Overnight stays for family members If your family member requires a place to stay while you are in hospital, please ask your care provider for a list of places to stay. Patient meals We provide patients with nutritious meals to encourage your return to health. Please tell your caregiver as soon as you arrive if you have any food allergies or religious and cultural dietary needs, or follow a specialized diet. Before your family or visitors bring you food or drinks from home or from an outside restaurant, please ask your care provider if it is okay to do so. Hospital staff will bring the meals to you in your room around the following times: 9

10 Breakfast: 7:00 a.m. to 8:30 a.m. Lunch: 11:00 a.m. to 12:30 p.m. Dinner: 4:00 p.m. to 5:30 p.m. Rental telephones, TV and internet service Telephones, TV and Internet service are available for rent in all patient rooms. A self-serve option is available on each unit with the use of a credit card. If you need help, please call during our hours of operations. Charges will appear as IBT Abbotsford on your credit card statement. Cost for TV/Internet rental is 1 day/$12, 3 days/ $30, 7 days/$74, 28 days/$150 plus taxes. Pay phones and taxi phones Pay phones are located at the Emergency entrance, main entrance, Health Care Centre lobby (in the hallway leading to Health Records), and in the Health Care Centre basement outside of the Cafeteria. A taxi phone is located at the Emergency entrance HandyDART Registered HandyDART users can call to book or cancel a trip at Cell phones Cell phones and other personal electronic devices are permitted in most areas and should be placed on silent/vibrate mode. Please ask your care provider if there are restrictions regarding cell phone use in your patient care area. 10

11 You can access complementary Wi-Fi (wireless Internet access) in the Patient and Family Resource Centre, located in the Health Care Centre lobby. The guest Wi-Fi password is posted inside the Patient and Family Resource Centre, on the wall closest to Patient Registration. Medical coverage If you are a resident of B.C. and are enrolled in our provincial Medical Services Plan (MSP), you will not be billed for health care services except for semi-private (two beds per room) and private room charges, uninsured services, supplies, and procedures requested by third parties. If you are not a resident of B.C. and you are covered by another provincial medical plan, please have your health care number along with your expiry date so that we can bill your province on your behalf. Some provincial medical plans have different levels of coverage so you may be billed for some services. If you are visiting Canada or are not eligible for enrollment in our MSP, you will be billed for health care services. If you have any questions about a bill that you have received for health care services, call our Accounts Receivable department at or If you need help understanding the billing process, ask your care provider to request a social worker to help you. 11

12 Support services Aboriginal Health Liaisons If you are Aboriginal, there is an Aboriginal Health Liaison to help you access health care services to meet your cultural needs. You can contact an Aboriginal Health Liaison at extension First Nations Health Authority For assistance with First Nations Health Benefits, patient travel and advocacy contact the Fraser Salish Regional Liaison at or Spiritual care We are dedicated to the well-being of our patients and families. Spiritual care is available for people of all religious beliefs and for those without a faith community. If you would like a visit from a member of our team of spiritual health practitioners and volunteers, please ask your care provider or spiritual.care@fraserhealth.ca If you have cultural or spiritual needs relating to clothing, hygiene, hair care, rituals, and/or food (or anything else), please speak to your care provider to help ensure your needs are included in your care plan. Sacred Space The Delesalle Sacred Space is a sanctuary located on the second floor of the Columbia Tower, which is open 24 hours a day, 7 days a week, to help support the spiritual needs of all patients and staff. 12

13 Patient and Family Resource Centre This centre provides information for a variety of health topics, and community services and programs. Computers are available for searches related to the health topic you are interested in. Complementary Wi-Fi (wireless Internet access) can be accessed for use on your own devices. Location: Health Care Centre lobby Hours of operation: Monday to Sunday, 8:00 a.m. to 8:00 p.m.. Advance Care Planning Having a voice in decisions about your health care treatment is important. There may come a time when, due to illness or injury, you are unable to explain your treatment wishes to care providers. By planning in advance, you can be sure that your family, friends and/or care providers know your wishes, and can ensure these wishes are followed. For more information, search Advance Care Planning on fraserhealth.ca or speak to your care provider. Your safety and security Preventing falls While you re in the hospital, illness, surgery and some medications can make you feel weak and may affect your balance or decisions. Also, medical equipment and the unfamiliar hospital environment can make it more difficult to move about easily. 13

14 Ways you can reduce your risk of a fall while in hospital: Wear supportive walking shoes without high heels, or socks that have grips on the bottom (your care provider can give you a pair). Please do not wear slippers Use your eyeglasses, walker or cane at all times, and ask for it if it is not in reach Use a hip protector if recommended Do not rely on furniture to support you as it may be on wheels Use the handrails by the toilet and sink for support Step-by-step guide for safely getting out of bed: If you need help to get out of bed, especially at night, use the button beside your bed, which is called a call bell. Please be patient and wait for help to arrive. 1. Turn on the lights over your bed 2. Slide yourself to the edge of your bed 3. Push up on your elbows and hands to sit up 4. Slide your hips and legs over the edge of the bed 5. Sit on the bed for a minute before you stand up. Standing up quickly or after being in bed for a long time can make you dizzy 6. Get your balance before you start to walk 14

15 Clean hands Keeping hands clean is the best thing you, your care providers and your visitors can do to prevent infections. Clean your hands: Before and after eating After using the bathroom After sneezing, coughing or blowing your nose There are two ways to clean your hands: Alcohol rub if your hands are not visibly dirty Soap and water We are committed to proper hand hygiene, and you should see your care providers cleaning their hands before and after touching you or touching any object that comes in contact with you. Do not hesitate to remind your care provider to clean their hands if you are worried that they may have missed this important step. Smoke, scent and latex balloon-free Smoke-free Smoking is not allowed anywhere inside the hospital or on its grounds. Please speak to your nurse about a variety of supports to help you manage if you smoke. Scent-free In consideration of others who may be sensitive or allergic to scents, we ask that you and your visitors do not wear perfumes, colognes, hairspray or aftershave. Additionally, please do not bring in lilies or other scented flowers. 15

16 Latex balloon-free Please do not bring latex balloons or other latex products into the hospital as some people may have serious allergic reactions to them. Valuables The safest place for your valuables is at home. Please ask a family member or someone close to you to take your valuables home for safekeeping. The hospital is not responsible for any lost or stolen items. Respectful behaviour While you are here in our care, we commit to: Caring for you in a respectful, dignified and safe manner Consulting and involving you in decisions about your care Not discriminating against you on the basis of race, colour, religion, family status, disability, sexual orientation, age Protecting the privacy and confidentiality of your health information Allowing you to access the information on your own health record We expect that all of our patients and visitors will respect the privacy of other patients and treat our staff and other patients with consideration and respect and without aggression of any type. 16

17 Housekeeping services/lost and Found If you have any concerns about the cleaning in your room, or need to contact Lost and Found, please ask your care provider to call housekeeping services. Security Your safety and comfort is important to us. Uniformed security staff regularly go around the hospital and there is 24-hour security on-site. All employees, physicians and volunteers are required to wear a photo ID badge with their name and position. Privacy, photography/videography and health records Privacy Your privacy is very important to us. We keep your personal information confidential and will only use and share it for authorized purposes. Photography and videography To protect patient, employee and medical staff privacy and confidentiality, photographs, video and audio recording of patients, staff and Fraser Health property are not permitted without proper consent. Health records Everyone we treat has a health record. These records contain documents such as reports from care providers, test results, treatments, and pharmacy information. For information about how you request your health record, search for Request a Health Record on 17

18 fraserhealth.ca or ask your care provider for the contact details for the Health Record Department. Your feedback is welcome Your feedback will help us improve the health care services we deliver. Complaints are best addressed and resolved at the time and place they occur. If you have a compliment or a complaint, please first speak with the person who provided the service or to the unit manager. If your complaint remains unresolved after discussing the issue with the service area, we encourage you to contact our Patient Care Quality Office at or pcqoffice@fraserhealth.ca Getting You Home Home is best We are committed to providing the best possible care for you, and we will work to get you home as soon as possible. Patients are generally sent home by 11:00 a.m. We believe that home is best for recovering from illness and injury and managing long-lasting health problems. Returning home with the right supports in place gives you the best chance to regain your strength and independence. Instructions before you leave Your care providers will provide instructions and go over everything you need to know when you leave the hospital, including what to do in an emergency, keeping track of medications and, if you have had surgery, taking care of the healing area. 18

19 Things to ask before you leave: Signs or symptoms you might expect What is normal What is cause for concern What you should do if you are concerned If you have to take medications that are new to you, ask your care provider to explain how to take them and how to stop taking them Any other questions, worries and needs you may have Getting help at home If you need additional services such as rehabilitation or home nursing care, this will be arranged before you go home. Your care providers will work with you and your family to determine the best care options, making sure that: Everyone has the information they need to make decisions about lifestyle and care Services will support, but not replace, your efforts to care for yourself You have the right to make your own care decisions Services will promote your well-being, dignity and independence Medical equipment and supplies Our physical and occupational therapists can help you learn to use equipment designed to improve your safety at home. Bath seats, grab bars, scooters, walkers, 19

20 wheelchairs and lifts may be new to you, and we want to ensure you re comfortable using them appropriately. We can refer you to a local supplier or you can access the Red Cross equipment loan program. Costs may be covered by the Palliative Care Benefits Program or other funding source. Please talk to your care provider for more information. Lifeline Lifeline s emergency personal response system assists individuals to maintain independence and remain safe in their own home. Worn as a neck or wrist style help button, Lifeline can assist you or your loved one 24 hours a day, 7 days a week. For more information, search for Lifeline on fraserhealth.ca or call

21 Community resources HealthLink BC Dial (healthlinkbc.ca) Call if you re feeling unwell or have a minor injury and are unsure about what to do. Or if you just have a health question or need advice about a health issue. Here s what you get with this free service any time of the day or night: Health advice from a nurse Nutrition information from a dietitian Advice about drugs and pills from a pharmacist Where to find health services in your community Translation services Community Services Dial (bc211.ca) Call this number if you need a service and aren t sure what it s called or where to find it. Here s what you get with this free service any time of the day or night: One call connects you to an information and referral specialist with numbers for all community, social and government services including Fraser Health s Public Health offices Confidential, multilingual 21

22 Family information Visiting We know that visits from loved ones are a great way to cheer up your hospital stay. That is why we re proud to offer open visiting hours - your loved ones can come see you at any time. When planning your visits, we do ask that you be considerate of your loved one and other patients who may need rest. The number of family/visitors a patient may have at the same time may be limited, especially in rooms with more than one patient in them. Children aged 12 and under must be accompanied by a responsible adult. To protect your loved one and others, please do not visit if you are feeling sick. When isolation precautions are posted, please go to the nurses station for instructions before entering your loved one s room. Pets If your loved one would like a visit from your family pet, please contact the unit manager to assist you. Each pet that comes to visit must have their shots up-to-date, be bathroom-trained, in good health, clean and welltempered. Flu shots and masks 22 Visitors are expected to have had their flu shot or wear a mask when visiting patients from the beginning of December through to the end of March. You can get your free flu shot from your family doctor, walk-in clinic or pharmacy. If you are unable to get a flu shot, you will need

23 to wear a mask during your visit. Masks are available near the hospital s main entrance. We also ask that you wash your hands or use hand sanitizer at available hand hygiene stations throughout the hospital. This will help you protect your loved ones the people you are here visiting from possibly getting a serious illness. Banking An ATM machine is located at the Emergency entrance and in the Cafeteria, located in the basement of the Health Care Centre. Meals and snacks Cafeteria Hot meals, sandwiches and Starbucks coffee Location: Health Care Centre, basement level Hours of operation: Monday to Friday 7:30 a.m. to 6:00 p.m. Saturday and Sunday 7:30 a.m. to 2:00 p.m. Tim Hortons Coffee and baked goods Location: Within the Cafeteria in the Health Care Centre, basement level Hours of operation: Monday to Sunday, 6:30 a.m. to 9:30 p.m. Starbucks Coffee Kiosk Location: Health Care Centre lobby Hours of operation: Monday to Friday, 7:30 a.m. to 2:00 p.m. 23

24 Gift shop Operated by the Royal Columbian Hospital Auxiliary. Small gifts, comfort items, stamps, magazines and flowers are available. Proceeds from the shop support the purchase of hospital equipment extension Location: Health Care Centre lobby Hours of operation: Saturday and Sunday, 10:00 a.m. to 5:00 p.m. Monday to Friday, 10:00 a.m. to 6:00 p.m. Send well wishes You can send well wishes to your loved one in the hospital by sending an to ca that includes the patient s full name in the subject line, unit, and room number, along with your message, and it will be confidentially hand-delivered by a volunteer. Service offered Monday to Friday (excluding holidays). Volunteers Volunteers support the care provided by our medical professionals. We have a dedicated, diverse group of volunteers from teens to seniors, who assist in the clinical areas and also help raise money for much-needed equipment for the hospital. If you or someone you know may be interested in volunteering, search for Volunteer on fraserhealth.ca or contact RCH Volunteer Resources at

25 When critical care matters, the region relies on Royal Columbian Hospital. Your donation is meaningful. Your care is critical

26 Advertising Index: Fraser Health thanks the following advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by Fraser Health. Accessibility Products Silver Cross...30 Accommodations Inn At The Quay...30 Caregiver Support Home Care Assistance...31 Compounding Pharmacy Longevity Compounding Pharmacy...outside back Dentist Columbia Square Dental...31 Foundation The Terry Fox Foundation...28 Home Care Home Care Assistance...31 Home Health Care Services Access Health Services...29 Nurse Next Door...29 Hormone Therapy Longevity Compounding Pharmacy...outside back Mobility Products Silver Cross...30 Notary Public Stephen Graf & Company Solicitor & Notary Public

27 Nursing Access Health Services...29 Nurse Next Door...29 Pharmacies Longevity Compounding Pharmacy...outside back Shoppers Drug Mart...29 Prosthetics Russell Prosthetics...28 Rehabilitation Home Care Assistance...31 Solicitor Stephen Graf & Company Solicitor & Notary Public

28 RUSSELL PROSTHETICS Russell Prosthetics is a CBCPO Accredited Facility whose certified staff stay current with the latest trends and technology. With our knowledge and experience we can provide a comprehensive range of prosthetic treatments to meet our patients needs and help them achieve their goals. We provide a complete range of lightweight mastectomy restorations from partial to customized to fully custom. Scott Hedlund C.P. (C) Deanna Hines C.P. (C) Columbia St E, New Westminster, BC. Stephen Graf & Company SoliC itor & Notary PubliC Estate Planning ServiC e S will Power of attorney living will representation agreement Columbia St. New w e S tminster, b C

29 Care You Can Trust Our services: Personal Care Companionship Homemaking Escort to appointments Palliative Care RN Service Respite Care Foot Care We Can Provide Staff For ALL Your Needs 24 Hours a Day 7 Days a Week 1 hours no minimum Need services right Now call us or Caring from Hospital to home. Getting a loved one home from the hospital isn t just about arranging transportation. Choosing the right post-hospital care is essential for a full recovery. Taking Care Caring companionship, delicious meals, errands and light housekeeping. Injection-certified Pharmacists Medication Reviews Knowledgeable Cosmeticians Post Office Hours: Monday Sunday 8 am 10 pm FrEE underground ParkiNg Enriched Care Medication management and support with life s essential personal care. Vital Care Hourly, live-in, skilled nursing, complex caring and so much more Call today for a FREE Caring Consult East Columbia, NEw westminster 29

30 We are... print& everything deslgn...if you can THINK it, we can INK it! Tel.: Hwy 2, Brighton ON K0K 1H0 Stay home. Stay mobile. Your one-stop solution for virtually every type of mobility product, Silver Cross and our team of accessibility specialists will work with you and your caregivers to meet all of your mobility needs. Call us for a free in-home assessment, or visit our showroom, to discover a variety of ways you can improve your independence North Fraser Way, Burnaby stairlifts porch lifts accessible vans hospital beds walkers daily living aids 30

31 VoTed BesT CosmeTiC dentist in new WesTminsTer Cosmetic Dentistry General Dentistry Sedation Dentistry Free TeeTh WhiTening when you reserve your new patient exam & cleaning Proud member of BC s own 123 Dentist Community Dentist Network Dr. randhawa & Dr. MajlEssi WElcOME you TO Our clinic Our dental clinic features a wide selection of services, procedures and treatments. 10% senior discount available for all visits for those over 65 years old 20% discount For all students with student id for each visit ComplimenTary ConsulTaTions We speak: English Vietnamese Tagalog Punjabi Hindi Farsi Columbia St New westminster, bc To book an appointment call , or go to our website info@mynewwestminsterdentist.com Not All Home Care is Alike Don t settle for anything less than what your loved one deserves Home Care Assistance is the only in-home care agency that offers a proprietary Transition Home Package designed to reduce hospital readmissions by helping families manage the discharge process and ensuring effective rehabilitation at home. Home Care Assistance is the only senior company with its own Home Care University to provide additional training and development to caregiver employees. Home Care Assistance hires only 1 out of every 25 caregiver applicants and all hired employees are experienced in providing support with bathing, grooming, laundry, light housekeeping, meal preparation, medication reminders, exercises, transportation, errands and activities. Call us today to schedule a FREE in-home or hospital assessment

32 See this publication and more at: patientdirectory.ca Quality Healthcare Publications Notes: 32

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36 for Prompt Prescription and Compounding Service New Westminster s only CERTIFIED Compounding Pharmacy Pain Creams Pediatric Suspension Discontinued Medications (i.e. Phenazo) Manufacture Shorted Medications Ostomy Supply Hormone Therapy voted the begbie St The Waves Coffee House Anvil Centre reader S ChoiCe for best independent pharmacy & ClarkSon St lorne mews mckenzie St 711 Columbia Street Scotiabank best independent drug Store Columbia St Front St N 711 Columbia Street New Westminster, BC t f