Patient & Family Services Guide

Transcription

1 YOUR COMPLIMENTARY COPY Patient & Family Services Guide One Hospital Drive, Peterborough, ON., K9J 7C

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3 PRHC Patient Services Directory Welcome to Peterborough Regional Health Centre (PRHC) Welcome message from President & CEO...2 About PRHC...4 Mission/Vision/Values...5 Partnership Pledge...6 Contact Information & Frequently Called Numbers...7 Finding your way o Maps...8 o Department Directory...12 o Services and Outpatient Clinics...12 o Parking...13 o Public Transportation...14 Your Rights and Privacy Patient Relations/PRHC Patient Ombudsman...15 Protecting your Privacy...15 Patient Information Admission - What to bring and what to leave at home...17 Cell Phone and Wireless Devices...18 Patient Identification...18 Patient Meals...18 Telephone/TV/Internet...18 Your Healthcare Team...19 Patient Safety Accessibility...20 Ask Questions...20 Blood Clot Prevention...20 Blood Conservation Management...21 Fire Safety...22 Falls Prevention...22 Infection Prevention and Control...22 Pain Management...24 Medication Management...24 Mobility...24 Visitor Information Balloons (Latex-Free Environment)...25 Bank Machine...25 Books, Magazines and Newspapers...25 Cafeteria and Vending Machines...25 Flowers...25 Gift Shop...26 Information Desk...26 Lost and Found...26 Mail Send Best Wishes...26 Organ Donation...27 Pets...27 Retail Pharmacy...27 Scent Free Environment...27 Smoke Free Facility...28 Spiritual Care...29 Visiting the Emergency Department..29 Visiting Hours...31 Discharge Planning and Follow-Up Care Preparing for your Discharge Home..32 Community Resources...32 Patient Accounts and Billing...34 Patient Survey...34 Post-Discharge Follow-Up Calls...34 How You Can Help Us Become a Volunteer...35 PRHC Art Collection...35 PRHC Foundation...36 TABLE OF CONTENTS 3

4 WELCOME TO PRHC About Peterborough Regional Health Centre Peterborough Regional Health Centre (PRHC) is a regional hospital that services the healthcare needs of 300,000 people in four counties and up to 600,000 for highly specialized regional care. We operate over 400 beds with an operating budget of approximately $250 million dollars, which makes us one of the busiest Emergency Departments in Ontario, with an extensive range of local and regional services. Your hospital is the region s largest employer with more than 2,000 staff, approximately 350 physicians with privileges, and 600 volunteers. A voluntary board (made up of members from our communities) governs Peterborough Regional Health Centre. Caring for you is our highest priority. If you have any questions about your care, talk to our staff. Your doctor is the one responsible for your care. Ask him or her to visit you to talk about your care and any concerns you may have. We hope your stay with us is as comfortable as possible. This directory has been created to help you learn more about the services available to you and your family at PRHC. 4

5 Welcome to Peterborough Regional Health Centre A message from the President & CEO Dear Patients and Families, It is with great pleasure that I welcome you to Peterborough Regional Health Centre (PRHC), where we are committed to exceeding your expectations, every day. On behalf of the entire organization the Board of Directors, volunteers, senior team, medical staff and employees thank you for choosing PRHC to provide your care. At PRHC we pride ourselves on providing specialized care close to home, an outstanding patient experience, and high quality, safe treatment delivered by our talented, skilled people. As the regional healthcare provider for Peterborough County, Kawartha Lakes, Northumberland Hills, Bancroft, Haliburton, Durham and surrounding areas, we treat more than 350,000 patients each year. As Interim President and CEO, my commitment is that we will provide the highest quality of care to each and every one of these patients, and that we will place the needs of our patients and their families first. I am passionate about Peterborough Regional Health Centre about the care our people deliver to our patients and their families, and about doing so in a way that is accountable to our stakeholders and our community. We understand that being in the hospital can be a stressful time for you and your family, so to make your stay with us more comfortable, we have put together this directory. This guide is yours to keep and to record questions or notes regarding your care. If you have any questions about the information in this package, or the services available to you and your family, please ask any of your healthcare providers we re here to help. Sincerely, Dr. Peter McLaughlin Interim President and CEO Peterborough Regional Health Centre WELCOME TO PRHC Vision, Mission and Values PRHC has embarked on a new strategic plan that will guide the regional health centre from 2014 to Please visit and search Strategic Plan 5

6 WELCOME TO PRHC A Partnership Pledge Everyone at PRHC takes part in your care and in keeping you safe & healthy. Patients and their visitors also have a role. Please join us in creating the best care experience possible. We encourage your contribution to this partnership. As PRHC Physicians, staff and volunteers, we will: Introduce ourselves. Work together to plan your care. Explain your care and answer your questions. Check your identification prior to a procedure, treatment or medication administration. Ensure you are taking the right type and amount of medication. Ask you about your pain and keep you as comfortable as possible. Clean our hands often and do our best to protect you from infection. Address your safety concerns. Maintain a safe and clean environment. Be respectful and courteous to you and your visitors. As PRHC patients and visitors, we will: Ask questions and speak up if we have a concern. Clean our hands often and remind others to do the same. Designate one person to liaise with the healthcare team. Make sure the information on the patient identification bracelet is correct. Provide a clear and complete medical history, including current allergies and medication. Help PRHC maintain a safe and clean environment. Be responsible of our belongings. Be respectful and courteous to PRHC physicians, staff, volunteers and other patients. Thank you your involvement is important and we want to hear your thoughts. Members of your healthcare team and the manager in your area are available to speak with you. 6

7 Frequently Called Numbers Information/General Inquiries Administration x3903 Admitting x3103 Cashier s Office Compliments and Concerns (Patient Relations) x 3674 Donations/PRHC Foundation Order a Patient telephone, TV and internet services (IBTs) Patients (with telephone service) x0 Retail Pharmacy x3102 Switchboard x0 Volunteer Services Website: General info@prhc.on.ca Fax: Contact Information Peterborough Regional Health Centre One Hospital Drive Peterborough, ON K9J 7C6 Main Telephone line: TTY: WELCOME TO PRHC

8 WELCOME TO PRHC Finding your way around PRHC There are three key things to know about PRHC to help you find your way around the building. The hospital is built on the side of a hill, with the main entrance located on the 4th floor on the west side of the building. Generally, inpatient and outpatient care are grouped at PRHC. The hospital is built with a central corridor (known as the spine) that runs the length of our inpatient areas. Public elevators are located in the central corridor (spine) of the building and in the front lobby. Maps to outpatient clinics and services have been created and are available on the PRHC website at (search Getting Around PRHC), or at our Information Desk located at the main entrance on the 4th floor. 8

9 Floor Plans MENTAL HEALTH SERVICES (FAMILY & YOUTH, LYNX PROGRAM, EATING DISORDERS, PSYCHOSIS ASSESSMENT AND TREATMENT) C1 ADULT OUTPATIENT PSYCHIATRIC INTENSIVE CARE ADOLESCENT/CHILD INPATIENTS D1 MENTAL HEALTH ADULT INPATIENTS WELCOME TO PRHC LEVEL 1 Information Stairs Elevator Cafeteria Coffee Shop Gift Shop Pharmacy Breastfeeding Room Public Telephones ATM Bank Machine Staff Areas Courtyards Parking Machine How to Interpret the Room Numbers A Block Level Room # 9

10 WELCOME TO PRHC Floor Plans How to Interpret the Room Numbers A Block Level Room # Information Stairs Elevator Cafeteria Coffee Shop Gift Shop Pharmacy Breastfeeding Room Public Telephones ATM Bank Machine Staff Areas Courtyards Parking Machine 10

11 Floor Plans How to Interpret the Room Numbers A Block Level Room # WELCOME TO PRHC Information Stairs Elevator Cafeteria Coffee Shop Gift Shop Pharmacy Breastfeeding Room Public Telephones ATM Bank Machine Staff Areas Courtyards Parking Machine TM 11

12 WELCOME TO PRHC Department Directory A2 Inpatient Stroke Rehabilitation Unit A3 Intensive Care Unit A4 Inpatient Medicine/Telemetry Unit A5 Inpatient Orthopedics & Surgery A6 Pediatrics B2 Long-Term Care and Rehabilitation Unit B3 Inpatient Medicine Unit Services and Outpatient Clinics Administration Offices W4 Admitting W4 Bank Machine W4 Breast Assessment Centre W3 Breastfeeding Clinic W6 Cafeteria W4 Cancer Care Clinic W4 Diabetes Education Centre W4 Diagnostic Imaging (x-ray, CT Scan, MRI) W3 Dialysis W5 Donations/PRHC Foundation W4 Emergency Department W3 Gift Shop W4 GAIN Clinic W4 Health Records W4 Information Desk W4 Lab Collection & Testing W5 Labour & Delivery W6 Library W4 Multifaith Centre W2 12 B4 Inpatient Medicine Unit B5 Inpatient Surgical Unit C1 Mental Health Services (Family & Youth, Lynx Program, Outpatient Mental Health, Psychosis Assessment & Treatment Team) C2 Complex Continuing Care Unit C3 Inpatient Medicine Unit D1 Inpatient Mental Health Unit D2 Palliative Care Unit Neonatal Intensive Care Unit (NICU) W6 Neuro and Breathing Assessment W4 Norm & Jessie Dysart Radiation W2 Orthopaedics & Cast Clinic W3 Outpatient Clinics W4 PASE (Psychiatric Assessment Services for the Elderly) W3 Pediatric Outpatient Clinic (POP) Clinic W6 Rehabilitation Therapy W2 Retail Pharmacy W4 Security W3 Spiritual Care Offices W2 Surgery & Outpatient Procedures W5 Tim Hortons W3 Volunteer Services W5 Women s Health Care Centre W4 WHCC Colposcopy Clinic W5

13 Parking Three patient and visitor parking lots are located on Hospital Drive, to the west and south of the hospital. Pay and display parking is available at the north and south entrances, by the Emergency Department and Radiation Centre. If your visit is likely to be two hours or more, you will find the main visitor parking lots more affordable. WELCOME TO PRHC A small lot for 15 minute parking is located at the hospital entrance for visitors who are dropping off or picking up patients. For current parking rates or for further information, call , or visit our website at More affordable weekly and monthly parking passes are also available for frequent visitors, including dialysis and cancer patients. Visitors to the hospital are required to take a ticket upon entry to the parking lot and pay by cash or credit card at one of the pay stations located at the main entrance, south entrance, Emergency Department or at the Parking Office located at the front of the hospital by the flagpoles. 13

14 WELCOME TO PRHC Public Transportation o Buses Peterborough Transit serves passengers travelling to and from the hospital with two bus routes: Charlotte West and Jackson Park. Kneeling buses, which are easier to get on and off, are available on these routes as often as possible. For more information on fares and schedules, call Peterborough Transit at o Taxi You can find a dial direct taxi phone located by the gift shop inside the hospital s main entrance. o Accessible Transit Services - For information on Accessible Transit options, speak to your healthcare team regarding options available or call Peterborough Transit at or visit Search Accessible Transit 14

15 Patient Relations/PRHC Patient Ombudsman If you need the assistance of our Patient Relations representatives to address concerns, complaints, disagreements or conflict, please do not hesitate to contact us at ext between 8:00 am to 4:00 pm. We are available by at Our mailing address is Patient Relations Peterborough Regional Health Centre One Hospital Drive Peterborough, ON K9J 7C6 Protecting Your Privacy At PRHC, we are committed to privacy. Patients personal health information is private and must be treated with respect and sensitivity. How We Handle Your Information Your personal health information may be used to: Identify you at each visit and help make treatment decisions Maintain a record of the care you received Comply with legal requirements (for example, to get payment for healthcare) Make our health services better and more efficient Support research & educational programs Your information is secure and access is limited to those who provide or support your care such as doctors, nurses, technicians, therapists, and other healthcare professionals. Sometimes, we ask outside healthcare professionals for information about you if we need it to provide care at PRHC. PRHC may share your personal health information with: Your next of kin with your consent. Your other outside healthcare providers as part of your care (i.e. your family doctor, unless you instruct us not to share) Health regulatory agencies (for example, agencies that track wait times) Public authorities (for example, Public Health to track infections) 15 YOUR RIGHTS & PRIVACY

16 YOUR RIGHTS & PRIVACY Your Rights & Choices The hospital protects your information with safeguards and works to make sure that all records are as current as possible. If you would like to see your health record, ask one of your care providers to arrange a time to review your record with you. Once discharged, you may also request a copy of your record from the Health Records department at ext Please let us know if you would not like your information to be shared with: Visitors and callers A religious or spiritual care advisor from the community PRHC Foundation PRHC s Privacy Office can tell you more about how the hospital protects privacy and will respond to any questions or concerns. Contact the Privacy Office at ext

17 Patient Information Admission to Hospital Planning your visit and stay will help make your experience more relaxed and trouble-free. If you, a friend or relative needs to stay overnight, please consider our list of what to bring and what not to bring. What to Bring? o Photo identification that clearly shows your name, address, date of birth (eg. Your Health Card) o Your current Health Card o Proof of supplementary insurance coverage, if you have it. Please bring the certificate or card that shows the name of the insurance company and policy/certificate group plan. o Bring all current medications (prescription and non-prescription like vitamins or over-the-counter medications) in their original containers and packaging. o If you use eyeglasses, dentures and/or a hearing aid, please bring them with you. For your hearing aid, remember to bring along extra batteries. o Although we provide patient gowns, you may want your own pajamas or nightgown, a bathrobe, slippers and a pair of sturdy shoes with non-slip soles. o You will also need a toothbrush, toothpaste, soap, shampoo, brush or comb, body/hand lotion (unscented only), cosmetics and shaving items. These products are not supplied by the hospital, but they can be purchased from the Gift Shop or Retail Pharmacy. What to Leave at Home? o All valuables such as rings, watches, jewellery, important papers or documents, or items of sentimental value. o The hospital is a Scent-Free environment. Please ensure that you do not bring or wear any strong scented perfumes, deodorants, or flowers to the hospital. These items can cause serious reactions for some people. PATIENT INFORMATION IMPORTANT: The hospital is not responsible for money, valuables or other personal property kept in your room, including dentures, eyeglasses and hearing aids. 17

18 PATIENT INFORMATION Cell Phones and Wireless Devices For patient safety reasons, the use of cell phones and wireless devices are prohibited within 2 meters (6 feet) of medical equipment or medical devices. Cell phones and wireless devices are permitted in non-patient care areas, such as lobbies, waiting areas, cafeteria, courtyards and gift shop. Please watch for signs indicating that the area is off-limits to cellular devices. Patient Meals Most patients will receive their meals by tray service at the following times: Breakfast: 7:45 am 8:45 am Lunch: 12:00 am 1:00 pm Dinner: 4:45 pm 5:45 pm If you would like to be seen by a dietitian, please speak to your nurse. Telephone/TV/Internet Telephone, television and internet service for patients is offered at a cost by TELUS via your Integrated Bedside Terminal (IBT). Patient Identification All patients admitted into the hospital will receive an identification bracelet with their name on it. The identification band must be worn at all times during your hospital stay. Your healthcare team will check your bracelet often and ask for your name. This practice is a proven way to improve safety and ensure the right care is being delivered to the right person at the right time. Information on how to subscribe is available by pressing the WWW button at the bottom of the touch screen, or by calling from a mobile phone or landline. Alternatively, you may follow the instructions detailed on the sticker found on the IBT, to call the TELUS kiosk directly from the IBT itself. This IBT kiosk is located in the admitting area of the 4th Floor by the main entrance of the hospital, and TELUS staff members are on site Monday to Friday, 8:00 am to 6:00 pm, Saturday and Sunday from 9:00 am to 4:00 pm. 18

19 TELUS staff also schedule regular visits to patient care units to sign patients up for services at the bedside. Please note that transactions can only be made via credit or debit cards; cash is not accepted. When you subscribe to IBT you will receive an access card. The card is simply inserted into the card reader on the back of the phone to activate the services. The access card is your responsibility. Subscribers will be asked to leave a $10 refundable deposit when signing up for the service. The access card must be returned to the TELUS kiosk when the service is no longer required, at which point the $10 will be refunded. A drop box is provided for off-hour returns, outside the admitting area (located by the front entrance, on the 4th floor). For patients located in ward or semiprivate rooms, the IBT will require the use of headphones, please feel free to bring in your own headphones or you can purchase headphones at the kiosk. Outside Calls to Hospital Rooms For telephone service, the private direct dial number is printed on the back of the card. If you have not subscribed to the telephone service, outside calls cannot be transferred to your bedside. For questions, concerns or assistance with your TV/Telephone/Internet services, call TELUS at , visit the kiosk, or dial the kiosk from the IBT itself by following the on screen instructions. Your Healthcare Team Like most hospitals, PRHC uses a team approach to delivering healthcare. This means that patients are examined and treated by a variety of medical and allied health professionals rather than by a single person. At PRHC, this team may include any of the following: Doctors Nurse Practitioners Nurses Occupational Therapists Physiotherapists Psychologists Respiratory Therapists Dietitians Social Workers Speech Language Pathologists Spiritual Care Professionals Surgeons Technologists Other staff and volunteers Although every effort is made to eliminate the need to repeat information, this team approach ensures that health professionals are available at times. Unfortunately, this may result in patients being asked the same questions. PATIENT INFORMATION 19

20 PATIENT SAFETY Accessibility PRHC is committed to ensuring staff, physicians, volunteers, visitors, and patients have access to accessible services that respect an individual s independence and dignity. For more information on PRHC s multi-year Accessibility Plan visit our website at If you are deaf or hearing impaired, or if English is not your first language, please ask your nurse to arrange for an interpreter. Upon request, all documents and/or information can be made accessible. Please speak with your health care provider to arrange for an alternate format. TTY phones TTY phone service is available through the TTY payphones. These are located by the Gift Shop located on the 4th floor, and in the Emergency department on the 3rd floor. Instructions can be found above each TTY phone. TTY calls can also be made through our switchboard. The hospital s TTY number is Ask Questions Be involved in your health care. Don t be afraid to ask questions. Asking questions will help you understand: What treatment or procedure is being suggested, the risks, benefits and alternatives. What treatment or procedure did you receive and the outcomes. What prescriptions you will need to fill. What symptoms and side effect you should watch for and who to call if something is not right. When you can resume your regular activities. Blood Clot Prevention Venous Thromboembolism (VTE) is an unwanted blood clot in the deep veins or in the lungs. Almost all hospitalized patients have some risk of blood clot. Preventing VTE is a priority at the Peterborough Regional Health Centre. PRHC has a protocol and processes in place to prevent a blood clot and keep you safe, and regularly audits and improves these processes. Patients play an important role in preventing a blood clot. 20

21 What can YOU do to prevent VTE? Ask your doctor or nurse what is being done to reduce your risk of getting a blood clot Ask if you should be given a medication to prevent unwanted clotting in the blood Resume normal physical activity and walking as soon as your doctor permits it Drink plenty of water to keep hydrated Report any chest pain, shortness of breath, pain or swelling Blood Conservation Management If you are coming to the hospital for surgery, you will have a pre-operative assessment appointment. During your assessment, you may be required to see a nurse in the Blood Conservation Management Program. The program s goal is to provide patients requiring surgery with information and options about the importance of blood management and conservation in an effort to reduce or eliminate the need for a blood transfusion during or after surgery. During your visit, the Blood Conservation nurse will work with you to develop a plan that optimizes your blood levels for your upcoming surgery, in order to decrease your chance of needing a blood transfusion during surgery and to improve your recovery time. This may include adding iron rich foods into your diet prior to surgery and taking vitamins such as B12, D, folic acid, an iron supplement or intravenous iron and erythropoietin. The program s inter-professional approach involves the medical lab technologists, nurses, physicians and family members and is designed to identify and treat anemia. Anemia is the number one factor increasing the likelihood of a transfusion. Although, a blood transfusion is a lifesaving procedure, the Blood Conservation Management Program wants to make sure a transfusion is only used when appropriate and necessary to achieve the best possible care for you. 21 PATIENT SAFETY

22 PATIENT SAFETY Fire Safety During your hospital stay, you may hear an overhead page for one of our regular fire drills. When you hear the fire alarm, please return to your room. We will inform you should any action become necessary. If you are in the hospital cafeteria or coffee shop, please stay there until the all clear signal is given. During a fire alarm, some elevator will not be available until the All Clear is announced. Please use the stairs when necessary. Falls Prevention Your safety is important to us. Remember to Call Don t Fall. If you require assistance to get out of bed, use the washroom or to change positions; please use your call bell beside your bed. A member of your healthcare team will answer your call and provide help. While in the hospital, you can reduce your risk of falling by doing the following: Call for assistance before you move especially at night. Share any fears or concerns about falling with your healthcare team. If you feel dizzy, weak, unsteady or light-headed sit down and call for help. Get up slowly after eating, lying down or resting. Wear proper footwear non-slip, well-fitting and supportive shoes such as running shoes or slippers with heel support and treads. Wear glasses and/or hearing aids if needed. Take medications as prescribed. Use recommended walking aids and supports. Ensure clothing (such as pants, shirts and housecoats) are not too long avoid tripping hazards. Participate in physiotherapy exercises to strengthen your muscles and balance. Eat a healthy, regular diet. Infection Prevention and Control Good hand hygiene is the single most important way for patients, visitors and staff to control the spread of germs. Regular hand washing with alcoholbased hand rub or with soap and water decreases hospital-acquired infections between 20% to 40%. At PRHC, our staff and physicians work hard to protect you from infection. You should expect staff and physicians to clean their hands before and after providing your care. We encourage you to ask them if they have or to remind them. You may also see staff and physicians wearing protective equipment 22

23 (e.g. gown, mask, gloves) when caring for certain patients. These are isolation precautions that will protect the patient and others from infectious diseases. In addition to hand hygiene and isolation precautions, PRHC has several initiatives underway to prevent infections, including a new program to improve the appropriate use of antibiotics and enhanced equipment and environmental cleaning. Your role in Reducing the Spread of Infectious Diseases As patients and/or visitors you can: Wash your hands often during your hospital stay and/or visit o When you enter or exit the hospital o Before and after contact with a patient (family member or friend) o Before and after eating and drinking o After using the washroom o After covering a sneeze or cough Cover your mouth and nose with a tissue when coughing and sneezing, then throw away the tissue and clean your hands. If you don t have a tissue, cough or sneeze into the crook of your elbow and clean your hands. If you or your loved one are in isolation, understand what isolation means and what you should expect from the hospital staff or visitors (e.g. wearing gloves, gown, mask). Do not bring many belongings into the hospital. If your bed area becomes too cluttered, it is difficult for the Environmental Services staff to clean and disinfect and prevent the spread of germs. If you have an intravenous (IV) catheter or a dressing on a wound, keep the skin around the dressing clean and dry. Tell your nurse promptly if the dressing is loose or wet. If you have any type of catheter or drainage tube, let your nurse know promptly if it becomes loose or dislodged. Since intravenous (IV) catheters and drainage tubes are all entry points for infection, discuss with your doctor when these devices can be safely removed. Pay attention to symptoms that may indicate an infection: unexpected pain, chills, fever, drainage, or increased inflammation of a surgical wound. Contact your doctor immediately if any of these occur, especially after you have been discharged from a hospital. Do not visit someone in the hospital if you are sick. Keep your immunizations up to date and get the influenza vaccine every year. The Infection Prevention and Control Team can be reached at (705) ext PATIENT SAFETY 23

24 PATIENT SAFETY Pain Management People sometimes think they have to put up with severe pain. This is not the case. We want to work with you to control your pain and prevent it from getting worse. When your pain is controlled, you will heal faster, and feel better sooner. Please talk to your healthcare team and we will work with you to put the best plan in place. Mobility Medication Management It is important for you to know the reason for all your medication and have written information about your prescriptions and when to take your medication. Please bring your current medications in their labeled containers with you when coming to the hospital for an appointment or emergency department. Medications include prescriptions, vitamins, herbal products, creams inhalers, eye drops, ear drops, nose sprays and any over the counter medications. If you are unable to bring your medications with you - please bring a list that includes the medication name, dose, and how often you take each medication. Studies show that being mobile prevents three serious hospital complications delirium, functional decline and falls. During your hospital stay, our healthcare team will encourage you to stay active and mobile. You will be encouraged to move, sit up or walk at least three times a day. Your participation in becoming mobile is critical to your recovery and will progress according to your ability. Speak to your healthcare team for more information. Medication List Medication Amount Taken How Medication How Often or Supplement (Dosage) is Taken (Frequency) Example: Aspirin 81 mg By mouth Once daily 24

25 Visitor Information Balloons (Latex-Free Environment) Please do not bring latex balloons into the hospital because some patients have serious latex allergies. Mylar balloons are allowed. Bank Machine Bank machines are located just inside the main entrance on the 4th floor and in the Emergency department on the 3rd floor. Books, Magazines and Newspapers Our volunteers circulate with a book cart on nursing units offering previously enjoyed paperbacks and magazines a few times a week. For infection control reason, patients are encouraged to keep the magazines and books. Local and national newspapers are available from coin boxes located outside the main entrance on the 4th floor. Magazines are available for sale in the Gift Shop located on the 4th floor by the main entrance. Cafeteria The cafeteria is located on the 4th floor, inside the main entrance on the right side of the corridor. The cafeteria is open 8:00am to 5:00pm Monday to Friday and closed on weekends and holidays. The cafeteria accepts payments with cash, debit, Visa and MasterCard. Tim Hortons Open 24/7 the kiosk accepts payments with cash, debit, Visa and MasterCard. Family Meals During holiday time (Christmas, Easter and Thanksgiving), the Cafeteria offers pre-ordered family meals to patients visitors and loved ones. Information on cost and type of meal is posted by Tim Hortons and in the Cafeteria. Vending and Change Machines Vending machines are located in the following areas of PRHC: Cafeteria, Mental Health, and Emergency Department. A change machine is located by the gift shop, on the 4th floor by the main entrance. Flowers PRHC is a scent-free environment, so please ensure that strongly scented flowers are not purchased or delivered to the hospital. Flowers delivered to the hospital will be brought to a patient s room. Some units do not allow flowers or plants; please check with the nursing station before bringing or sending flowers. Flowers can also be purchased in the gift shop, on the 4th floor. VISITOR INFORMATION 25

26 VISITOR INFORMATION Gift Shop The hospital s gift shop is located on the 4th floor, across from the Admitting department. It has a large selection of gifts, including flowers and non-latex balloons, cards and personal items for sale. Phone orders are accepted. All profits from the gift shop are used to purchase new equipment for the Health Centre. The gift shop is open: Monday to Thursday: 9:00 am to 7:00 pm Friday: 9:00 am to 6:00 pm Weekends & some statutory holidays 11:00 am to 2:00 pm (or as posted.) The gift shop can be reached by calling ext Information desk The information desk is located at the main entrance on the 4th floor and is staffed daily by knowledgeable and dedicated volunteers from 7:00 am to 8:00 pm. Volunteers are available to assist with directions, escort patients, and help visitors locate a patient. An information telephone is also available at our main entrance for information on a patient s room and services. During off-hours, directional maps to patient care services and inpatient units are available at the information desk please help yourself to a map. To reach the information desk, call Lost and Found Lost and found is located in Security on the 3rd floor by the Emergency Department entrance. Call ext Mail Send Best Wishes Well-wishers are encouraged to send mail and gifts to your home, however; family or friends can send an to patients by clicking on Best Wishes located on PRHC s website at These messages are delivered to patients by a hospital volunteer, Monday to Friday. From a privacy perspective, messages should be treated as postcards. Please refrain from including confidential and personal information. Traditional mail (cards and letters) are delivered to a patient s room. Please ask family and friends to clearly address mail with proper given name, and room number. If you wish to send any mail to family and friends while in the hospital, a mailbox is located just outside the main entrance (on the 4th floor). Stamps can be purchased at the gift shop. 26

27 Organ Donation Each year thousands of Ontarians have a second chance at life thanks to the generosity of organ and tissue donors. However, the need for organ and tissue in Ontario continues to outweigh availability. Talk to your family about organ and tissue donation: your decision can make a difference. As part of quality end of life care and in accordance with the Trillium Gift of Life Network Act, patients and families may be approached and asked to consider organ and/or tissue donation. Register your Organ and Tissue donation wish at For more information, please call Trillium Gift of Life Network at Pets We recognize that a family pet visiting the hospital can lift a patient s spirits. For the safety and comfort of all patients, visitors and staff, all family pets must be registered with the appropriate nursing unit. While visiting, the animal s designated handler assumes full responsibility for the care and control of the animal while at the hospital. Pets must be comfortable in a hospital and not exhibit any aggressive behaviour or disrupt staff or patients. Under most circumstances guide dogs, hearing dogs, and assistance dogs do not require authorization to enter PRHC. Retail Pharmacy Located across from Admitting, next to the Gift Shop on the 4th floor, the Retail Pharmacy is open Monday to Friday, 9:00 am to 6:00 pm, and weekends from 10:00 am to 4:00 pm. For more information call the retail pharmacy at Scent Free Environment PRHC is a scent-free environment. Strong perfumes or scents may cause severe allergic reactions in other people. Please do not use perfume, body lotion, cologne or after shave while in the health centre or visiting. This policy applies to flowers being sent to a loved-one in the hospital. VISITOR INFORMATION 27

28 VISITOR INFORMATION Smoke Free Facility PRHC is proud to be a smokefree facility. There is no smoking allowed anywhere on hospital property (including in vehicles and parking lots). If you are interested in nicotine replacement therapy or in finding out more about ways to quit smoking, please talk to your nurse or physician. Patients who insist on smoking during their hospital stay will be asked to sign a legal waiver saying that they are leaving the Health Centre s property against medical advice. No Smoking Permitted The City of Peterborough s smoke-free property by-law applies to the hospital property. Under the bylaw, fines can be imposed for smoking on PRHC property. 28

29 Spiritual Care Members of our hospital spiritual care team are available to patients seven days a week. Outside of regular business hours, you can be connected with the chaplaincy service through the hospital s switchboard (call and press 0 ). When in hospital, be sure to let your own spiritual care provider know of your hospitalization he/she might like to come visit you. The hospital s Multi-Faith Centre is located on the 2nd floor. Ecumenical services are held on Wednesdays at 11 am and Sundays at 1:30 pm. There is a Roman Catholic Communion service in the multi-faith centre every Thursday at 10:30 am. Upon request, First Nation ceremonies can be arranged, please contacts our spiritual care team for more information. The Multi-Faith Centre is available for faith-based related activities. Please call if you wish to use it for a service or celebration. The dates and times of additional services are posted outside the Multi-Faith Centre. Visiting the Emergency Department PRHC provides 24-hour access to Emergency care to approximately 80,000 patients yearly. Upon your arrival, you will be seen by the Triage Nurse who will assess your condition. You will then be asked to register and take a seat in the waiting room. In the Emergency department, the sickest patients are seen first, regardless of who arrived first. While no one looks forward to a visit to the Emergency department, we hope the following information will answer some of your questions. For more information visit our website at (Search Emergency Department). VISITOR INFORMATION 29

30 VISITOR INFORMATION I know I m sick, but do I go to emergency or seek other healthcare options? If you need emergency care, please go to your nearest Emergency Department immediately or dial 911. If you do not require emergency care, consider the following healthcare options available to you: Family Health Team offers same day appointments and after-hour clinics. Call your family physician s office for details. You can speak to a Registered Nurse by calling Telehealth Ontario (24 hours) at (Toll-free). The Women s Health Care Centre Located at PRHC on the 4th floor Tel: Jane Furber Urgent Care Clinic, in Lakefield Tel: Lansdowne Place Walk in Clinic, in Peterborough Tel: What should I bring with me to the Emergency department? Be sure to bring your: Current Ontario health card A list of allergies and any medications you re currently taking, including holistic treatments. If you are bringing a child, please consider packing a book or a favourite toy. Due to limited space, adult patients are limited to ONE companion in the Emergency department at a time. Peterborough Day Clinic (by appointment only) 26 Hospital Drive, Peterborough Tel:

31 How long will I have to wait? We know waiting can be frustrating especially when you are unwell. How long you will wait depends on how sick you are, how many other people are being treated at the time of your visit and their medical condition. If we are treating many critically ill or injured patients, you may have to wait longer. Exact wait times are unpredictable. We ask for your patience and understanding. Rest assured that you will be seen as quickly as possible. If you have any concerns, or if your condition changes, please talk to the triage nurse. Visiting Hours Hospital visiting hours are from 11 am to 8 pm, seven days a week, 365 days a year. Visiting hours for D1 (Inpatient Mental Health) are 5 pm to 8 pm, Monday to Friday and 11 am to 8 pm on weekends. We ask that only two visitors be at a patient s bedside at any one time. This allows a patient s roommate(s) to have the rest they require. For visits of more than two people, please use the common patient area. VISITOR INFORMATION Please note that visiting hours may be extended or restricted depending on patient s need and medical condition. If you need to access the hospital after visiting hours, please use the Emergency Department entrance and speak to Security. The Security officer will call the unit and obtain instruction or approval. If you are not feeling well, have a cough or cold, please delay your visit to the hospital until the illness has passed. 31

32 DISCHARGE PLANNING AND FOLLOW-UP CARE Discharge Planning and Follow-Up Care Preparing for your Discharge Home There is no better time to plan for your discharge than immediately upon your admission. We will work with you and your loved ones to plan your care and prepare you for discharge. Discharge time from the hospital is 10:00 am. To avoid extra charges, please leave your room by 10:00 am so the room can be prepared for the next patient. Please ensure that someone is available to pick you up from the hospital or arrange transportation home prior to your date of discharge. As you prepare to leave the hospital, please make sure that you have all your belongings, as well as any prescriptions and instructions you will need. If you have any questions, please ask your nurse before leaving. Community Resources Central East Community Care Access Centre The Central East CCAC has built strong relationships with trusted care providers in the community and can provide the following home services for you: Nursing, Personal support, Physiotherapy, Occupational therapy, Speech-language therapy, Social Work, Nutritional counseling, Medical supplies and equipment. For more information ask to speak to a CCAC Case Manager while in the hospital. Home At Last The Central East Home At Last program is a free service which can provide help to aging adults and adults with special needs, to settle in at home safely and comfortably in a timely manner after a stay in hospital. For more information, please speak to your nurse or discharge planner. Welcome Home Program The Peterborough Networked Family Health Team s Welcome Home Program provides care to patients who are transitioning from hospital to primary care. The program, led by a Nurse Practitioner and Registered Nurse ensures patients receive followup physician or nurse practitioner appointments within seven days of hospital discharge, offer support with complex care where necessary and help to coordinate any gaps in community health care services. The goal is to reduce hospital readmissions and ensure people will receive the right care, in the right place at the right time. Please contact x.324 for more information. 32

33 Below is a list of suggested questions you may want to ask your healthcare provider before discharge. Do I continue taking my medication at home? When can I resume everyday activites? Do I need to make a follow-up appointment with my family doctor? Discharge Notes (Please use this area to record notes regarding your discharge instructions and follow-up care). DISCHARGE PLANNING AND FOLLOW-UP CARE 33

34 DISCHARGE PLANNING AND FOLLOW-UP CARE Hospice Hospice Peterborough offers support services to people of all ages within the City of Peterborough and County of Peterborough. Services offered include: Support for those living with a Serious Illness, Caregiver Support, Bereavement Support, and Community Education. For more information call Patient Accounts and Billing During your stay, you may incur some additional costs that are not covered by OHIP or other insurance. When this occurs, the hospital will keep track of the charges and bill you when you are discharged to go home. Usually, these are charged to your credit card imprint, which is taken at the time of admission. The following list is not complete, but contains some of the expenses not covered by OHIP: The cost to upgrade to a private or semi-private room The cost of equipment such as crutches, air cast boots, walkers etc. The cost of ambulance services and Ontario Patient transfers The cost of cosmetic surgery and other surgeries not covered by OHIP on Pay Your Bill Now button found on the homepage of the website. Hours of operation are Monday to Friday 8:00 am to 4:30 pm. For further information or inquiries, please call our Cashier s office at or ext Patient Survey Our goal is to provide the best care possible, and we want to hear your feedback on how we are doing. Following your stay, you may receive a Patient Satisfaction Survey from an independent research company called National Research Corporation Canada. Your response to our surveys is appreciated, and will help us to improve. Your response is confidential. Post-Discharge Phone Calls Post-discharge phone calls are made to most patients within hours of discharge by a PRHC volunteer or healthcare professional. Questions include whether you felt that you were treated with respect and dignity, whether you were prepared for your discharge, and if you would recommend PRHC to your family and friends. Please make sure our Cashier s Office knows what your OHIP coverage is and any extra insurance coverage you may have, as well as verification of your address. Please have this information available when being admitted to the hospital. If we did not get your OHIP number when you were admitted, you may be billed the full uninsured rate. Bills can be paid at the Cashier s Office located on the 4th floor, by the main entrance. You may pay by cash, cheque or credit card. You can also pay your bill online by visiting Click 34

35 How You Can Help Us Become a Volunteer Peterborough Regional Health Centre has 600 dedicated volunteers who provide more than 57,000 hours of service to the Health Centre every year. Our volunteers are community members who will make a commitment of at least 4 months, for one shift per week (2 to 4 hours). In addition to our adult volunteers, we have an active student volunteer program for youth aged years old. Volunteers contribute their time in more than 42 areas of the hospital seven days a week, some of which generate revenue like the gift shop and lottery ticket sales. For more information on how to become a PRHC volunteer, please visit our website at Click on volunteers, or call us at Art Collection We invite you to peruse the hospital s art collection of more than four hundred donated paintings, photographs and limited edition prints. Art in the hospital enriches the healing environment for patients and their families. It strengthens the spirit and inspires hope during the most difficult times. Visit the rotating gallery on the 4th floor behind the Information Desk, or take a self-guided tour of the collection throughout the hospital. Led by volunteers, the Art Committee accepts donations of art, and all pieces must be juried for acceptance. For more information, call the PRHC Foundation at or stop by the Foundation s office located on the 4th floor, room W4770 or art@prhc.on.ca HOW YOU CAN HELP US 35

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