When You Arrive at the Hospital

Transcription

1 W E L C O M E 1

2 When You Arrive at the Hospital What to do upon arrival... The day your child is admitted On the day your child will be admitted to the hospital, go to the Admitting Office located on the first floor near the main entrance. A staff member will ask you to sign forms giving your written consent for treatments and tests. You will also be asked for your permission to send information to the doctor, hospital or clinic that referred your child to the Montreal Children s Hospital. I.D. bracelet: mandatory for your child s safety During the admitting process, an identification bracelet will be placed on your child s wrist. Once the admitting process is complete, you can bring your child to the nursing station on the floor where they will stay. There, you will meet your child s nurse and other members of the healthcare team. The nurse will ask about your child s routine (toilet habits, meals, etc.), and also questions related to their health condition. The nurse will do a physical exam of your child and will tell you about the unit (area of the hospital where your child will be staying). You may also meet your child s doctor or another member of the healthcare team. It is important to tell a nurse and/or physician if your child has any allergies. If you have any questions, do not hesitate to ask your child s doctor or nurse. Patient rooms Children are placed in hospital rooms according to the type of care they need. Hospital rooms with only one bed are reserved for children who need a single room because of their medical condition. During your child s hospital stay, it is possible you may be asked to move to a different room. Food and meals Please note: It is very important that you follow instructions about what your child is allowed to eat or drink. This is especially true if your child is about to have an operation or is returning from a surgery. If you are unsure about what your child should eat or drink, please ask a nurse. While in hospital, your child will receive three meals a day. If your child is not able to eat during the usual meal times, you can ask a member of your child s Care Team (see next page) to order a meal. If you wish to bring food from home for your child you can discuss this with your nurse. There are fridges for patients on the units. You may purchase a meal or food in the hospital cafeteria, café or from the various vending machines if your child is allowed to eat other food (see Services flyer for a list of locations). VISITING HOURS Regular hospital visiting hours are: daily from 2:30 p.m. to 8:00 p.m. 2

3 When You Arrive at the Hospital Staying with your child Parents Parents are encouraged to take part in their child s care unless the doctor or nurse thinks there is a need to restrict visits. Space is limited in patient rooms so only one parent may stay overnight with their child. The hospital will provide you with a chair bed. Please place the chair bed where the nurse recommends so that staff can reach your child s bedside easily. Chair beds must be folded and placed in the sitting position during the day. If you come to the hospital after 8 p.m., Security staff will ask you for identification. This is done for the safety of all hospitalized children to make sure only staff, patients and parents are in the hospital overnight. If family members from out of town need a place to stay, Social Services can provide information about hotels near the Montreal Children s Hospital. Call , ext Other visitors We ask that only two people visit your child at any given time. Children under 14 years old may visit a patient but they must be accom - panied by a parent and they cannot visit patients in the intensive care unit. Ask your child s nurse if visitors under the age of 14 are allowed to visit your child. Your child s Care Team The Montreal Children s Hospital is a teaching hospital, so the group of people looking after your child (the Care Team) includes nurses in training, medical students and residents. There are sheets included with this guide so you can write down the names of your child s Care Team. Nurses Each patient floor has a nurse manager who works with a team of pediatric nurses. These nurses are responsible for your child s treat ment plan and evaluating your child s response to this plan. Nurses advise other members of your child s Care Team if there are any changes in your child s condition. You may also meet student nurses, working under the supervision of CEGEP or university professors. Physicians and surgeons The staff physician is in charge of your child s care and he or she might be assisted by a team of doctors including interns and residents. At any time, the staff physician can ask one of the hospital s medical specialists for help. If your child has a pediatrician or family doctor please let the medical team know so they can send them information about your child s medical condition and ongoing care. Other members of your child s healthcare team may include: Patient Care Attendants Physiotherapists and Occupational Therapists Technicians (who take x-rays or look after medical equipment) Nutritionists Child Life Educators (see description on next page) Teachers (for children who are in the hospital for long periods) Social Service professionals (see description on next page) Unit receptionist Housekeeping staff Volunteers Hospital staff and volunteers must wear their nametags at all times. If you are not sure who is approaching your child, do not hesitate to ask. You have the right to ask any employee to show proper identification. 3

4 When You Arrive at the Hospital Information about your child s condition If you do not understand something about your child s condition, please don t be afraid to ask questions. It is important that you fully understand your child s treatment and are aware of their progress. To maintain your child s privacy, hospital staff will only give information about their condi - tion to the health professionals involved in their care, and to parents or legal guardians. Information about your child s condition will not be given to friends or family members. Please ask your friends and family to call or speak to you not hospital staff for updates on your child s health. Please do not ask about the condition of other patients, since this is confidential information. Services available to patients and their families Assistance and complaints If you have a concern about the care and services the hospital is providing to your child, or if you have a suggestion about how the hospital can improve the quality of care please talk to a member of your child's Care Team. If you have difficulty explaining what is troubling you or if you feel that more should be done about your concern or complaint, you can contact the hospital's Complaints and Quality Commissioner (Ombudsman). The Commissioner can help with these matters as well as offer advice and information on hospital practices and procedures. You can reach the Commissioner at , ext For more information, visit: thechildren.com/en/patients/complaints.aspx Social Services Clinical social workers help families cope with the stress of hospitalization, illness or injury. They are specially trained to counsel families, advocate for them, assess patient and family psychosocial needs, provide various forms of counselling (crisis, therapeutic, group work, mediation, and grief), assist with helping patients transition to their homes, and educate and link families to community and government resources. The department provides 14-hour coverage, seven days a week. The regular hours are 9:00 a.m. to 4.30 p.m. on weekdays. On-call services are provided for emergencies on week days from 4.30 p.m. to p.m. and on weekends from 9.00 a.m. to p.m. You can reach the on-call social worker through a member of your child s Care Team or through the hospital operator (call and ask the operator to transfer you to Social Services). Interpreters If you do not speak English or French, or if you understand very little of these languages you can ask for an interpreter from the hospital s Sociocultural Consultation and Interpretation Services (SCIS). If you need an interpreter for an appointment or a meeting, please ask someone on your Care Team to set this up for you, or call SCIS at , ext Spiritual Support Spiritual Support provides support and assistance to families who are having difficulty coping with their child s illness and hospital stay. A member of your child s Care Team can contact Spiritual Support to set up a meeting for you or you can call , ext There is a chapel located in the hospital (Room CB-34), which is always open. Spiritual Support can also help you find a nearby place of worship. 4

5 When You Arrive at the Hospital Child Life Services Child Life Educators at the MCH promote the psychological well-being and development of patients through play, education and selfexpression. Here are some ways that Child Life Educators help families at the MCH: explanation, preparation and support for medical procedures activities for bedridden patients developmental stimulation for children group activities There are also elementary and high school teachers on staff to help hospitalized children keep up with their schoolwork. Child Life Services also includes the Family Resource Library (see below), the Pet Therapy Program and Dr. Clown (therapeutic clowns who work closely with hospital staff). If you would like a Child Life Educator to visit your child, speak to your nurse or call , ext Family Resource Library The Family Resource Library provides health information about children s medical cond i tions. The library also lends toys, books and games. The professional librarian on staff can guide you to the right resources, answer your questions about children's medical conditions, assist with internet searches, help you find online resources, and help you learn more about support groups. For families who spend a lot of time at the hospital, the library offers a workstation with a phone and a computer with Internet access. Using the library is easy: Drop by in person during opening hours Visit the library's website at to find a complete listing of library resources, reserve books or request information online. Opening hours: Monday & Wednesday from 8:30 a.m. to 8 p.m. Tuesday, Thursday & Friday from 8:30 a.m. to 4:30 p.m. Saturday & Sunday from 10 a.m. to 4 p.m. Location: Room C-542. Telephone: , ext Family Advisory Forum (Users Committee) The Family Advisory Forum (FAF) is a group of parents, family members and caregivers whose goal is to improve the care and services offered at the MCH. There are parent infor - mation boards located on each unit. The FAF is interested in recruiting new members who have used the hospital's services and would like to contribute their time and ideas. For more information, contact , ext or fcf_faf@muhc.mcgill.ca Patients rights and responsibilities All patients of the Montreal Children s Hospital have the right to expect quality treatment and care. Patients' rights and corresponding responsibilities are found in the Code of Ethics available on the MCH website at For more information, you can also visit Le regroupement provincial des comités des usagers at Mutual respect is paramount All persons are to be treated with respect, have their dignity safeguarded and have their physical and psychological integrity protected. No form of harassment, abuse or violence will be tolerated at the Montreal Children s Hospital. 5

6 Your Child s Hospital Stay & Safety How to prepare your child for their hospital stay You can ask your child's nurse or a Child Life Educator to assist you in preparing your child for an upcoming hospital procedure. Listen to and observe your child to see what they need to prepare. If your child will be conscious during a medical procedure, it is good to prepare them in advance. It is important to tell your child what they will experience (see, hear, feel, taste, smell) before, during and after the procedure. For example, you can explain what the environment looks like, and whether or not you will be there throughout the procedure. This will help your child feel less vulnerable. The best time to prepare your child depends on their age. The MCH web site has ageappropriate guidelines to help you talk to your child about their hospital visit: To reach a Child Life Educator call , ext What to bring Packing your child s suitcase Children do not have to wear a hospital gown while staying at the hospital unless it's required for a test or treatment. Please feel free to bring your child s favourite or most comfortable clothes. Put your child s name on all items you bring to the hospital. Include the following clothing items in your child's suitcase: pyjamas, pants and/or jogging pants non-skid slippers / shoes shirts / underwear / bathrobe pillow and favourite pillowcase toothpaste / toothbrush / dental floss shampoo / conditioner / soap brush/comb baby wipes / diapers (if needed) You can also bring your child s favourite book, toy, stuffed animal or game. A family photo - graph may help your child feel more at home. Do not bring any valuables such as jewelry to the hospital. Your child may enjoy getting cards from relatives or friends. Cards should be addressed to the unit (floor and room number) where your child is staying, for ex.: 6C1, room C-617. Families are responsible for washing their child s clothes. Washing machines are not available in the hospital. There is a laundromat located at the corner of Ste-Catherine St. W. and Chomedey. Information the hospital needs Be sure to bring the following identification and information: your child's Montreal Children's Hospital card (if you do not have a hospital card you can get one at the Admissions office on the first floor near the main entrance) Medicare card details of your health insurance plan (if you have one) your child's immunization record any medical information from your child's doctor or pediatrician your child s medications to show the doctors and nurses which medications your child takes at home The Admitting Clerk will also need your child s doctor s name, address, telephone number and fax number. This will help the hospital 6

7 Your Child s Hospital Stay & Safety keep your family doctor or pediatrician informed of your child s care. Your child s safety Balloons Only mylar (aluminum) balloons are allowed in the hospital. Balloons made of other materials can break easily, and if young children put broken balloon pieces in their mouths they may choke. Also, some children are allergic to latex. Security codes For the safety of patients, staff and visitors, the hospital has codes that are used during certain situations. For example, if a fire alarm goes off, you will hear an announcement for code red. If you are in an area where a code has been called, don t panic. Please wait for instructions which can be heard over the intercom. Patient safety is always our priority, and staff members know what to do in the event of any type of emergency. Smoking Smoking is not allowed in any of the hospital buildings nor within nine metres of hospital entrances. The Quebec Ministry of Health and Social Services issues fines and penalties to both the hospital and any individual found smoking in the hospital or within nine metres of entrances. There are two outdoor smoking shelters. They are located near the parking lot outside the main entrance and outside the Emergency entrance. Do not bring your children inside the smoking shelter. In-room safety The side rails on cribs and beds should be raised when your child is not being watched. Children three years of age and younger will be placed in a crib; if they can stand up, there will be a dome placed over the crib. It is mandatory to fasten safety straps on strollers, wheelchairs or baby chairs if using these while in the hospital. To ensure your child s safety and the safety of all patients, medications are kept at the nursing station instead of at the patient s bedside. You are not allowed to sleep on your child s bed. As well, your child is not allowed to sleep on the chair beds, which are for parents only. The curtains around your child s bed must remain open at all times, even during the night, so nurses can observe your child. Curtains may be closed only during exami nations, treat - ments and breast feeding. Do not leave valuables (wallet, personal items) behind when you leave your child s room. Certain areas such as supply rooms, medi - cation rooms, and nursing stations are for staff use only. Please put a cover on cups containing hot beverages, and keep them out of children s reach. Do not place any beverages on medical equipment. Only staff members are allowed to operate medical equipment. Please do not press any of the buttons on the machines. Parents are not permitted to carry their child to another area of the hospital for tests or procedures. Staff will help arrange for a wheel - chair or have your child moved while still in bed. Supervision While at the hospital, please supervise your child at all times and advise a member of your child s Care Team if you have to leave the floor. If you want to take your child to another part of the hospital discuss this with your child s nurse. Siblings must be supervised at all times and are the responsibility of parents. 7

8 General Information Quebec s oldest pediatric hospital The Montreal Children s Hospital (MCH) opened its doors to its first five patients on January 30, 1904, making it the first pediatric hospital in Quebec. The hospital has become a world-renowned leader in the care of sick children. The Montreal Children s Hospital today The Montreal Children s Hospital is the pediatric hospital of the McGill University Health Centre (MUHC). The MUHC represents five teaching hospitals affiliated with the Faculty of Medicine of McGill Uni versity: the Montreal Children s, Montreal General, Royal Victoria, and Montreal Neuro logical Hospitals, as well as the Montreal Chest Institute. The Montreal Children s Hospital s mission is to be a leader in the care of sick infants, children and adolescents, to be a source of support for their families and to be an advocate for the rights of all children to help them reach their full potential. Those treated at the hospital range from newborns to 18 year olds. As a teaching hospital, the MCH does more than treat patients; it conducts medical research and trains medical students. Teaching hospitals provide the most up-todate and advanced patient care possible. Facts about The Montreal Children s Hospital The MCH Emergency Department treats 75,000 patients per year. More than 70 outpatient clinics and programs treat approximately 115,000 patients annually. Complex Care Service (CCS) handles over 5,000 visits annually. In 2006,CCS won the Rotman Award for Paediatric Home Care Innovation. Approximately 6,200 operations, including day surgeries, are performed each year. 6,000 patients are admitted to the hospital annually. Research The Research Institute of the MUHC is internationally recognized and is the largest medical and life sciences research facility 8

9 General Information of its kind in Canada. The MCH has over 100 clinical and basic scientists; over 40 hold grants from peer-reviewed agencies such as the Canadian Institutes of Health Research, and the Fonds de recherche du Québec - Santé. There are over 80 research assistants and over 100 graduate students and research fellows. Teaching Each year, close to 3,000 people train at the MUHC, including 825 medical and surgical residents, 1,075 nurses, 450 medical students and 525 allied health students. Continuing education programs are also an important part of providing quality care. All physicians at the MUHC teach at the McGill University Faculty of Medicine. The MUHC Redevelopment Project The MUHC Redevelopment Project will consolidate the MUHC hospitals on three sites: the new Glen Site, as well as the current sites of the Montreal General Hospital and the Lachine Hospital. It will be the first health centre in Quebec to bring together adult and all pediatric specialties under one roof, offering continuous care throughout patients lives. All patients and families coming to the MUHC will have access to a full range of services in state-of-the-art, healing and environmentallyfriendly buildings. The new MUHC will provide single patient rooms, dedicated family areas and welcoming public spaces, as well as diagnostic and treatment areas that will accommodate the latest medical technologies and information systems. The Montreal Children s Hospital Foundation The mission of the Montreal Children s Hospital Foun dation s mission is to support the hospital in its pursuit of excellence in patient care, teaching and research. Donor support is critical to its success and ensures that the hospital will continue to provide the quality of care and expertise that have helped build its reputation worldwide. To find out more about the Montreal Children s Hospital Foundation and the various ways to make a contribution, contact the Foundation by phone or , or through the website. The Montreal Children s Hospital Foundation 1 Place Alexis Nihon 3400 de Maisonneuve Blvd West, Suite 1420 Montreal, Quebec H3Z 3B info@mchf.com The MUHC auxiliary The Auxiliary is a volunteer group that raises money for the hospital through its gift shop and coffee shops. The Auxiliary holds fund - raising events throughout the year and the money raised is used to support a number of important projects throughout the hospital. For more information or to become a member, contact the Auxiliary office at , ext

10 Hospital Services Automated teller (ATM) Abankmachine(ATM)islocatednearthe Tupper Street entrance of the hospital. Café Vienne - 2B The Café is located in the 2B area and serves sandwiches, soup, snacks and other light food. Opening hours: Monday to Friday: 7:30 a.m. to 3:30 p.m. Café Vienne - 1 st floor The Café is located on the first floor of the hospital near the main entrance and serves sandwiches, soup, snacks and other light food. Opening hours: Monday to Saturday: 7 a.m. to 9 p.m. Sunday from 7 a.m. to 8 p.m. Cafeteria The cafeteria is located on the third floor of the C wing and sells hot and cold meals and snacks. Please note that breakfast is not served on weekends. Opening hours: Monday to Friday: 7 a.m. to 1:45 p.m., and 2:45 to 6:30 p.m. Saturday and Sunday: 11:45 a.m. to 2 p.m., and 4 p.m. to 6:15 p.m. Boutique and Gift Shop The gift shop, operated by the Auxiliary, is located in the 2B area and sells gifts, cards, magazines and toys. The net proceeds are donated to the hospital for patient care needs. Opening hours: Monday to Thursday: 9 a.m. to 4 p.m. Friday: 9 a.m. to 3 p.m. Internet The Family Resource Library in C-542 has a computer work station for families who are spending lengthy periods at the hospital. There are also computers with internet access in the playroom on the 6 th floor and in the PICU family room. Lost and Found Hospital Security operates a Lost and Found service. If you lose some thing please let your nurse know and they will contact Security for you. Please do not bring any items of value to the hospital. You can reach Security at the MCH by calling , ext Newspapers Newspaper boxes (Le Journal de Montréal, 24 Heures) are found outside the hospital s main entrance. Telephones There are telephones on the units for patients and families. Please ask the unit receptionist where the telephone is located. 10

11 Hospital Services Public telephones are located at the main entrance, near certain elevators and in the 2B waiting area: Main entrance on Tupper St. 1 st floor, A wing (near elevators) 1 st floor, D wing (Ophthalmology waiting room) 2 nd floor, B wing (near B-240) 3 nd floor, C wing (near C-337 waiting room) 5 th to 9 th floor, C wing (near elevators) Televisions There is a free television with basic cable at each bedside. There are also a limited number of TVs with games and DVDs. Ask the unit receptionist about reserving one of these special TVs. For security reasons, do not bring your own television, DVD player or gaming system to the hospital. Vending machines Vending machines with drinks, sandwiches, yogurt, candy and other light snacks are located on the 1 st floor near the Emergency Department as well as in the Cafeteria on the 3 rd floor, C wing. These machines accept coins (and some bills) and most will provide change. Stores and services within walking distance of the hospital There are a number of stores including Pharmaprix and IGA at Place Alexis Nihon located at the corner of Atwater and Ste- Catherine St. across from the Pepsi Forum. There are also a number of sit-down and takeout restaurants in Place Alexis Nihon and on Ste-Catherine Street. Hospitalization fees Hospitalization charges and most outpatient services are available at no charge to Quebec residents with a valid Medicare card. Ambulance fees If you call an ambulance to bring your child to the hospital, you will have to pay for the service. Other fees Medicare does not cover the cost of completing forms for your insurance or for other purposes. Your physician may charge a fee for this service. Volunteer Services at the MCH Each year more than 500 volunteers actively contribute approximately 25,000 hours of their time to various programs at the Montreal Children s Hospital. Volunteer offer patient and staff support on the units and in the Emergency Department, staying with patients while parents run errands, escorting patients and parents to day surgery, providing infor - mation at the main entrance, and clerical support. Volunteers are identified by their red aprons and hospital i.d. badges. For more information, please contact Volunteer Services at or rose.giunti@muhc.mcgill.ca, or ask your nurse. 11

12 Leaving the Hospital & Follow-up Care Leaving the Hospital Your child s doctor or nurse will let you know when your child is ready to go home. Before leaving the hospital please make sure you have: information and/or written instructions on how to give your child any treatment or medication they will need a prescription for any medication your child may need information on how to make a follow-up appointment your child s hospital and Medicare cards We believe children are happier and recover faster at home so we provide many types of care and treatment on an outpatient basis. Follow-up Care Medical Day Hospital Some children need to receive care from a nurse, yet they don t need to stay in hospital. Depending on your child s needs, they may be referred to the Medical Day Hospital for follow-up care. If your child needs tests or other types of treatment before an operation, completion of urgent tests or procedures, early discharge with short-term follow-up or follow-up with multi-service care, these may be arranged in the Medical Day Hospital. 12

13 Leaving the Hospital & Follow-up Care Your child will usually receive care from the same staff you met during hospitalization. They can also help you establish contacts with healthcare providers or support groups closer to home. Clinics and office visits Your child may need to be followed by doctors or other healthcare providers in a clinic. The clinics are located mostly in the 2B area. Please bring your child s red Montreal Children s Hospital card and Medicare card to all appointments. If you are unable to keep your appointment please call the clinic so your appointment time can be offered to another patient. intravenous antibiotics, regular transfusion, etc. The CCS medical and nursing staff provide the necessary support to treat patients/families as outpatients or at the patient s home. The staff is available at any time for advice and assistance. CCS programs include: hemophilia, broncho - pulmonary dysplasia, home ventil ation, immunocompromised patients, thalassemia, total parenteral nutrition, home and out - patient IV antibiotics, UTI, neuromuscular disease, palliative care, tracheostomy, and liver/heart transplants. Complex Care Services Depending on your child s needs, they may be referred to Complex Care Services (CCS). This service provides alternatives to hospitalization for children who need long-term care, home 13

14 Practical Information Getting to the hospital The Montreal Children s Hospital of the McGill University Health Centre is located at 2300 Tupper St. at the corner of Atwater. Useful telephone and room numbers From outside the hospital dial the main number then the five-digit extension. If you don t know the five digit extension, stay on the line and listen for instructions. From inside the hospital, you only have to dial the five-digit extension: Services Room Ext # Admitting B Assistance and complaints (Ombudsman) F Auxiliary B-2 Boutique B-2 Cafés Main floor/b-2 Cafeteria C-3 Chapel CB-34 Day Surgery C-123B Family Advisory Forum Family Resource Library C Medical Records B Pediatric Test Centre D Social Services A Spiritual Support Volunteers C Bus and metro Using public transit, take the metro to the Atwater station, or take the bus to the Atwater terminus (see over for map). For more information on public trans port, call , orvisitthestmwebsiteat Taxi There is a taxi stand on Tupper Street outside the main entrance of the hospital. You can call a taxi by using the designated phone located inside the main entrance which is linked directly to the taxi company. thechildren.com

15 Practical Information ALEXIS NIHON PEPSI FORUM Parking Parking is available at hourly rates in the hospital parking lot near the main entrance on Tupper Street. There are also private parking lots located near the hospital. You can also park your car on the street where meter parking is available. Depending on your child s length of stay at the MCH you may be able to benefit from reduced parking rates. Contact the Parking Office at , ext for more information or visit thechildren.com/documents/ family-reduced-rates-parking.pdf. 15

16 2300 Tupper Street Montréal, Québec H3H 1P thechildren.com facebook.com/hopitaldemontrealpourenfants twitter.com/hopitalchildren youtube.com/thechildrens The publication of this guide was made possible thanks to the Montreal Children's Hospital Auxiliary. 16