2 THE FAMILY HANDBOOK. About ErinoakKids. Our Services and Supports ErinoakKids Services Longo s Family Resource Centre.

Transcription

1 Family Handbook

2 TABLE OF CONTENTS ABOUT ERINOAKKIDS About ErinoakKids Our Services and Supports ErinoakKids Services Longo s Family Resource Centre Working Together Visitor Information Appointments and Cancellations Consent and Privacy at ErinoakKids What You Need to Know for Your Appointment Your Health and Safety Maps of Our Locations Since 1971, ErinoakKids has been a leader in serving children with disabilities and special needs. Today, we are the largest children s treatment centre in the province, providing therapy, medical and support services for children in Peel, Halton and Dufferin County. A lifeline to the families and children we serve, we support children in their journey from birth to age 19, encouraging them to reach their true potential. 2 THE FAMILY HANDBOOK

3 OUR SERVICES AND SUPPORTS ErinoakKids services ErinoakKids provides a wide variety of familycentred services to children and youth with disabilities and special needs, and their families. The most current descriptions of our services and criteria for accessing them are available on our website at Funding for most of our services comes from the Government of Ontario. However, some services are offered on a fee-for-service basis. Longo s Family Resource Centre At each of our three sites, you will find the Longo s Family Resource Centre. Here, you can access resources to support your child s learning and development at home. The Centre will have a family lounge, resource library and toy lending library. It will also have computers available for clients and families to use when visiting ErinoakKids. For online resources, visit erinoakkids.ca/resources. WORKING TOGETHER You make a difference ErinoakKids is dedicated to working in partnership with our clients and their families to provide medical, therapy and support services for children with disabilities. We recognize that parents know their children s needs best, and act as their children s strongest advocates and supporters. Our family-centred approach means we work in partnership with you, making good communication with our clients and families vital. During assessment/treatment sessions and meetings, we encourage you to: Tell us what your child is like at home Share what your child is able to do Let us know what you think your child needs to work on Tell us what you would like from ErinoakKids Follow through on recommendations provided to you To make the most of your child s therapy sessions, we ask that you: Participate in activities with your child Ask questions, especially when you do not understand Be on time for your appointment Call ahead of time if you need to cancel for any reason Bring your child s health card to each medical or OHIP physiotherapy appointment (if you are unsure of the appointment type, bring your child s health card) Let us know about changes in your child s health or medication Try to find childcare for your other children Minimize distractions by not using your phone Understand that your child s session includes time for the clinician to document your child s progress We look forward to working with you and your child. THE FAMILY HANDBOOK 3

4 VISITOR INFORMATION How to Reach Us By telephone Toll Free: Core hours of operation Monday: 8 a.m. to 7 p.m. Tuesday: 8 a.m. to 9 p.m. Wednesday: 8 a.m. to 7 p.m. Thursday: 8 a.m. to 9 p.m. Friday: 8 a.m. to 5 p.m. Saturday: 8 a.m. to 4 p.m. Sunday: Closed *Some exceptions may apply Allergies To ensure the safety of our clients and staff, nuts or nut products, shellfish, and latex or latex products and are not permitted on ErinoakKids property. Sensitivities ErinoakKids is a scent-free facility. We strongly discourage the use of perfume or other strong scented products when visiting our sites. Inclement weather Please visit or call for ErinoakKids closure information due to poor weather conditions. How to find us All ErinoakKids sites are accessible by major highways, transit and paratransit. For detailed information on driving directions and bus routes, please visit erinoakkids.ca. Hwy9 Peel Brampton site McVean Dr. Hwy10 Brampton (at Castlemore Rd. and McVean Dr.) 410 Halton 407 Mississauga site 1230 Central Parkway W. 403 Oakville (across from new hospital) Mississauga (near Erindale GO station) QEW Halton site 2000 Glenorchy Rd. Oakville 4 THE FAMILY HANDBOOK

5 VISITOR INFORMATION Parking at our sites Ample parking is available at every ErinoakKids site for a nominal fee, as well as a free drop-off area. Parking options include short term (hourly) parking and affordable longterm parking, including a multi-visit pass (HPASS) for families visiting regularly and accessing more than one of our locations. Posted Rates 60 mins = $ mins = $ mins = $ mins = $ mins = $15.00 Multi-Visit Passes (HPASS) Available to clients and staff only 5-visit Pass = $25 10-visit Pass = $50 30-visit Pass = $150 Monthly Rates (Consecutive) Available to clients and staff only Monthly Pass = $50 *There is no parking fee for visits less than 20 minutes APPOINTMENTS AND CANCELLATIONS You will receive a letter or phone call with your appointment time and date, and in most cases, an automated reminder call four days prior to your appointment. Please note the location of your appointment. If you need to cancel an appointment for any reason, let us know as soon as possible. Call or and press 3, or follow the instructions from your child s clinician. Please leave a detailed message with your child s name, date of birth, and appointment date and time. You know your child best! If you or your child are sick or have: fever rash or blisters runny nose eye infection excessive coughing or sneezing diarrhea or vomiting, or head lice call and cancel your appointment. This helps prevent the spread of infection. Missed an appointment? If you missed an appointment, call or as soon as possible to discuss your next appointment. Please call in advance to allow us to better serve you and others. If multiple visits are missed without advanced notice, we will need to review your child s service plan. Missing two or more appointments for a service without calling to cancel could result in your child being discharged from that service. Booking your next appointment If you need to book another appointment, please speak with staff from our scheduling team, located near reception at each site. Schedulers will be happy to book your child s next appointment. THE FAMILY HANDBOOK 5

6 CONSENT AND PRIVACY AT ERINOAKKIDS Before your child begins services at ErinoakKids, we require your informed consent. This involves a conversation about available treatment options and your permission to pursue these with your child in accordance with Ontario s Health Care Consent Act. The personal information that you provide to ErinoakKids as part of this conversation helps to ensure we can provide the best care possible for your child. At ErinoakKids, we may collect your personal information: to provide care to your child and family to contact you about special services and events for fundraising purposes to meet legal and regulatory requirements, and for statistical purposes. Photography and video/audio recording Client observation and recording systems are present in some spaces to review therapy sessions and for educational purposes. However, no video, audio recording or photography are permitted on ErinoakKids premises by clients and families. communication In accordance with ErinoakKids Privacy Policy (available online at erinoakkids.ca/privacy) and provincial privacy legislation, ErinoakKids is unable to communicate with clients and families via . The only exception to this policy is e-newsletters about ErinoakKids general information for those who choose to receive it. However, we are always pleased to discuss questions or concerns in person or by phone. Every effort is made to ensure we accurately collect and securely store this personal information. Under Ontario s Personal Health Information Protection Act (PHIPA), only authorized staff members can access your information. At times however, ErinoakKids may be required by law to share your personal health information. These requests can come from representatives of the Ministry of Health and Long-Term Care, the Ministry of Community and Social Services, and the Ministry of Children and Youth Services all government ministries that govern the work we do. Before we share your personal information, we will always ask for your permission. If you want to view your personal health information or have concerns about the way your information is used or shared, please contact the ErinoakKids Health Records Administrator. Health Records Administrator ErinoakKids McVean Drive, Brampton, ON, L6P 4K7 Phone: (905) ext THE FAMILY HANDBOOK

7 WHAT YOU NEED TO KNOW FOR YOUR APPOINTMENT Preparing your child You can prepare your child/youth for a visit to ErinoakKids by reviewing the Where s Erin? story found at: What to bring to your appointment Any items requested by your clinician, such as food, a preferred toy, communication device, splints or a walker Reports or information from other agencies, hospitals, or doctors that may be helpful to the clinician Your child s health card (medical appointments or OHIP physiotherapy only) How clients are assessed Clinicians often use a play-based assessment manner to assess children and youth. The assessment can occur either in a group or individually. During the assessment, the clinician will gather information about your child s strengths and areas of need, goals that you and your child would like to focus on, and any other information that will help the clinician support your child and your family. YOUR HEALTH AND SAFETY ARE IMPORTANT Please let us know if: There has been a change in your child s health or medication You or your child have any life-threatening allergies You or your child are injured at ErinoakKids You see something you think is unsafe at ErinoakKids To keep everyone healthy and safe, please: Do not come to ErinoakKids when you or your child is sick. Call or to cancel your appointment. Stay with your child at all times when visiting ErinoakKids. Please note that our courtyard and playground are unsupervised. You are responsible for your child s safety should you choose to use these spaces. Use our hand sanitizing stations to prevent the spread of infection. Listen to ErinoakKids staff and follow directions in the event of an emergency or drill. Methods of therapy Therapy is delivered in many different ways including workshops, in-home consultations with parents, group and individual sessions, and often a combination of these methods. Siblings Since parents are often involved in therapy sessions, we ask you not to bring siblings to your child s appointment. There may be exceptions where siblings are asked to be part of the appointment. In this case, your clinician will notify you of the request. THE FAMILY HANDBOOK 7

8 MAPS OF OUR LOCATIONS BRAMPTON LEVEL 1 pton level 1 ENTRANCE SNOEZELEN ROOM RESPITE ENTRANCE THERAPEUTIC PLAYGROUND TREE HOUSE POOL MAIN STREET AUTISM SERVICES FITNESS CLUB WAITING AREA COURTYARD MAIN ENTRANCE LONGO S FAMILY RESOURCE CENTRE RECEPTION SCHEDULING YOUTH ZONE THERAPY ROOMS MAILROOM GYM ENTRANCE LEARNING CENTRE INFANT HEARING SERVICES 8 THE FAMILY HANDBOOK

9 BRAMPTON LEVEL 2 ADL KITCHEN ADL LAUNDRY AUTISM SERVICES AUTISM SERVICES TREE HOUSE THERAPEUTIC TERRACE WAITING AREA THERAPY ROOMS ORTHOTICS / SPLINTING MEDICAL CLINICS THE FAMILY HANDBOOK 9

10 HALTON LEVEL 1 vel 1 MAIN ENTRANCE YOUTH ZONE INFANT HEARING SERVICES LEARNING CENTRE MAIN STREET GYM MAILROOM THERAPY ROOMS SCHEDULING RECEPTION LONGO S FAMILY RESOURCE CENTRE WAITING AREA FITNESS CLUB COURTYARD TREE HOUSE SNOEZELEN ROOM THERAPEUTIC PLAYGROUND WAITING AREA AUTISM SERVICES ENTRANCE 10 THE FAMILY HANDBOOK

11 HALTON LEVEL 2 level 2 MEDICAL CLINICS ORTHOTICS / SPLINTING THERAPY ROOMS WAITING AREA TREE HOUSE THERAPEUTIC TERRACE ADL LAUNDRY AUTISM SERVICES ADL KITCHEN THE FAMILY HANDBOOK 11

12 MISSISSAUGA LEVEL 1 sauga level 1 WAITING AREA ENTRANCE AUTISM SERVICES LEARNING CENTRE THERAPEUTIC PLAYGROUND COURTYARD YOUTH ZONE THERAPY ROOMS TREE HOUSE RECEPTION INFANT HEARING MAIN STREET MAIN STREET GYM FITNESS CLUB SNOEZELEN ROOM MAILROOM SCHEDULING LONGO S FAMILY RESOURCE CENTRE MAIN ENT ENTRANCE ORTHOTICS / SPLINTING ASSISTIVE DEVICES RESOURCE SERVICES MEDICAL CLINICS ENTRANCE 12 THE FAMILY HANDBOOK

13 MISSISSAUGA LEVEL 2 sauga level 2 AUTISM SERVICES ADL LAUNDRY THERAPEUTIC TERRACE TREE HOUSE THERAPY ROOMS WAITING AREA ADL KITCHEN TRAINSPOTTING NOOK THE FAMILY HANDBOOK 13

14 NOTES 14 THE FAMILY HANDBOOK

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