PATIENT AND FAMILY GUIDE

Transcription

1 AN EXCEPTIONAL COMMUNITY HOSPITAL PATIENT AND FAMILY GUIDE FREE COPY

2 Your Health Care Be Involved Be involved in your health care. Speak up if you have questions or concerns about your care. Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment. Funding for this project was provided by the Ontario Ministry of Health and Long-Term Care ii

3 Table of ConTenTs Chatham-Kent Health Alliance Welcome To Chatham-Kent Health Alliance...3 Mission, Vision, Values...4 Contact Information...4 Patient Values...5 Patient And Family Centred Care...6 Patients Are Partners For Safer Healthcare...6 Patient Rights and Responsibilities...7 Patient Relations - Hearing From You...7 Patient Experience Advisors...8 Who we are...9 Map of Chatham Campus Map of Sydenham Campus General information Allergies ATMs Breastfeeding Cafeteria Discharge Planning Diagnostic Imaging Appointments ecard Emotional and Spiritual Support Ethics Consultation Families Fire Safety Follow-Up Medical Appointments Gift Shops Infection Control Medication...14 Newspapers Nutrition Services On-Site Retail Pharmacy iii

4 Parking Partners in Care Personal Belongings Pet Policies Photography/Video/Tape Recording Privacy Radio And Television Scent-Free Environment...16 Smoke-Free Environment...16 Special Assistance...16 Telephones/Cellular Phones/Pay Phones...16 Tim Hortons...16 Vending Machines...16 WI-FI...16 Your Account Foundation Appendices What to Bring...19 Important Information Checklist: What You Need to Know When You Go Home...20 Community Supporters Index PLEASE NOTE: We are constantly changing to meet your needs. The information presented here may be subject to change. iv

5 ChaTham-KenT health alliance Welcome To chatham-kent health alliance Welcome, At Chatham-Kent Health Alliance (CKHA), we have a long tradition of service excellence and we thank you for entrusting us with your care. During your stay with us, we look forward to anticipating your needs for care and comfort, and hope that this information guide will help you and your family. If at any time you need additional information about your care or your care plan - please ask a member of our dedicated and professional staff. We believe in working with patients and their families to deliver compassionate, quality care for our community. This guide was developed in cooperation with our Patient Experience Council (PEC) with an aim to provide the information most helpful to people using services at both our campuses. As with all things at CKHA, we welcome your comments and feedback on how we can continue to improve. At CKHA, our vision is to be an exceptional community hospital that is setting standards and exceeding expectations. Our mission reflects our desire to deliver compassionate, quality care together. We hope you see our team living our vision and delivering our mission during your stay with us. Lori Marshall President & Chief Executive Officer Sandee Brown-Davidson Patient Experience Advisor Co-Chair, Patient Experience Council 3

6 mission, Vision, Values Together... advancing compassionate, quality care. An Exceptional Community Hospital Setting Standards Exceeding Expectations VALUES We value: Respect Teamwork Compassion Trust Knowledge Accountability MISSION VISION Ensemble... pour l avancement de soins de qualité, donnés avec compassion. Étre un hôpital communautaire exceptionnel Établir des normes d excellence Aller au-delà des attentes VALEURS Nos valeurs: Respect Travail d équipe Compassion Confiance Connaissances Responsabilité MISSION VISION VALUES contact information Chatham-Kent Health Alliance Chatham-Kent Health Alliance 80 Grand Avenue West 325 Margaret Avenue PO Box 2030 Wallaceburg, Ontario N8A 2A7 Chatham, Ontario N7M 5L9 Tel: (519) For more information about ckha, please visit Special thanks to advertisers herein, who make this publication possible through their financial support. 4

7 PaTienT Values CKHA s Patient Values were developed under the leadership of the Patient Experience Council and in consultation with the community. As a patient, these values are important to me and my family: Mutual dignity and respect for patients, families, and the healthcare team. This means the healthcare team: 3 Introduces themselves and calls me by name 3 Pays attention to my privacy and confidentiality 3 Listens to and honours my choices and family viewpoints 3 Recognizes that my family and I bring expertise and experience 3 Gives consideration to my knowledge, cultural values and spiritual beliefs As a patient, I am a partner in my healthcare. This means I will: 3 Treat the healthcare team with respect 3 Respect the rights, property, privacy and diversity of other patients and families at CKHA 3 Invite a family member to come with you to participate in your healthcare and take notes Mutual information sharing that is correct and relevant. This means the healthcare team: 3 Shares information with me at a level and pace I can understand 3 Shares information with family members or friends as identified by me 3 Gives me access to complete information in as confidential and timely manner as possible 3 Confirms that I know how to manage my care 3 Helps me to understand how I can stay healthy and safe As a patient, I am a partner in my healthcare. This means I will: 3 Provide the healthcare team information required to provide safe, quality care such as medications taken, allergies and medical history 3 Ask questions. Listen to others. Talk about my concerns Participation of patients and families in care and decision making at the level I choose. This means the healthcare team: 3 Involves me and my family in planning my care and in preparing for when I leave the hospital 3 Includes family and friends I want involved in my care and during procedures when possible 3 Respects my choices 3 Provides me with the best possible care, treatment, and level of comfort As a patient, I am a partner in my healthcare. This means I will: 3 Actively participate in the treatment plan we create together 3 Promote infection prevention e.g. by washing my hands 5

8 Collaboration between patients, families and healthcare providers to create the environment we expect and need. This means the healthcare team: 3 Includes me in making decisions about my care 3 Partners with patients and families in hospital design, professional education, policy and program development 3 Gives their full attention when I ask questions or when talking with me 3 Addresses concerns I may have about my experience and provides feedback in a timely manner 3 Learns from my patient experience to improve care As a patient, I am a partner in my healthcare. This means I will: 3 Provide feedback to CKHA about my patient experience to improve care such as talking with us, completing comment cards or satisfaction surveys 3 Not just think it, say it. If I have a question about a process or safety concern, I need to ask As a patient, the concepts of dignity and respect, information sharing, participation, and collaboration are important to me and my family. The patient and family values are based on these concepts of Patient and Family Centred Care, the Philosophy of Care at CKHA. PaTienT and family centred care Patient & Family Centred Care is a philosophy where patients and their families are partners in the planning and decision making for their care and treatment. CKHA is committed to providing quality patient and family centred care. Receiving feedback from patients and families helps us to improve the quality of care and services we provide. As a partner in your care, we want to hear from you about what we do well and suggestions on how we can improve the care and services we provide. The following information will help you to understand patient relations and what to do to provide feedback regarding your hospital experience. PaTienTs are ParTners for safer healthcare One of the contributing factors to receiving the best healthcare is to be an active member of your healthcare team. This means taking part and being involved in every decision about your care. This also means asking a member of your healthcare team if you have questions so that you can make informed choices. It means coming prepared for your medical treatment and knowing what to do when you get home. Here are a few simple tips to help you through your hospital experience: 3 Ask your doctor or nurse if you have any questions or concerns about your care. 3 Bring all of your medications with you when you come to the hospital, including all prescription and non-prescription medications, complementary and herbal supplements. You will not be taking your own medications while in hospital, but this will help your healthcare team ensure your medications are ordered accurately. 3 Be sure to tell your healthcare team about your past illnesses, your current health condition, and any past allergies or reactions to medications or food. 6

9 PaTienT rights and responsibilities You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing, make sure you know and understand the benefits and risks. This is informed consent. If you have any questions or would like additional information before signing, talk to your doctor. You have the right to refuse treatment. You also have the responsibility to disclose all symptoms and changes in your condition to your caregivers and to follow their instructions regarding treatment. Please appoint a family spokesperson. This person can take on the task of calling the nursing station for information and passing news on to the rest of the family. You are also urged to consider Advance Care Planning. For more information about advance care planning speak to your health care provider or visit Advance Care Planning can help you set in place a: 1. Substitute Decision Maker (SDM) - a person who is authorized to give consent and make treatment decisions on behalf of an incapable person. 2. Power of Attorney for Personal Care - the document used to name in advance your substitute decision maker for personal and health care decisions. 3. Conversation with your SDM and health care providers around your values and wishes regarding life-sustaining treatment. If you have any documentation about your wishes or have named a Substitute Decision Maker, please provide a copy to your caregiver for your chart. PaTienT relations - hearing from you Patient relations is a process that provides a way to track the quality of the patient experience. It is a way to identify opportunities for improvements to better meet the needs and expectations of patients and their families. Patient relations is the responsibility of all staff and physicians at CKHA. Wherever possible, concerns of patients and families should be addressed at the point of communication. We also have a patient relations service available to work with you and your healthcare team to help address unresolved concerns, answer questions or forward suggestions or compliments to the appropriate people or program. Contact Patient Relations: Phone: Ext Fax: patientrelations@ckha.on.ca Mail: Attention: Patient Relations Chatham-Kent Health Alliance 80 Grand Ave. West P.O. Box 2030, Chatham, Ontario N7M 5L9 Hours of operation: Mon. Fri. 8 a.m. to 4 p.m. excluding holidays 7

10 Compliments: We always appreciate hearing a good story or compliment about your patient experience. If you feel a certain aspect of your hospital experience was exceptional, or you wish to recognize someone, please let us know. You can write, , or call Patient Relations and we will share your comments or story with those being recognized. You can also visit the CKHA hospital website at and click on the We re Listening button to send us your comments. Concerns or Suggestions: 1. We encourage you to try to resolve your questions or concerns directly with the people involved in your care, as soon as possible. The nurses and your physician are excellent sources of information. They will listen and respond to your concerns. 2. If concerns are not resolved to your satisfaction, ask to speak with the Unit Clinical Leader (Charge Nurse) or the Manager, Director or Patient Flow Coordinator. 3. If concerns are still not resolved to your satisfaction, or you are not sure who to speak to, contact the Patient Relations service at extension 6418 to act as your liaison in addressing your concerns. Compliment or Concern An Exceptional Community Hospital Setting Standards - Exceeding Expectations Share with Nurse, Physician, Charge Nurse, Manager, Director or Patient Flow Coordinator Étre un hôpital communautaire exceptionnel Établir des normes d excellence Aller au-delà des attentes Phone: Ext Fax: patientrelations@ckha.on.ca Other: You may receive a patient satisfaction survey in the mail from NRC Picker. The NRC Picker survey is used to see how we are doing in achieving satisfaction among our patients. The survey allows us to compare ourselves to others, and to identify areas we are doing well or may need to improve. If you receive this survey, you will be asked to grade how CKHA is doing in a number of areas. The survey is returned directly to NRC Picker, not to CKHA. NRC Picker then sends CKHA the results. Your identity is never disclosed it is kept confidential. It is important that you complete the survey because we want to constantly improve based on your feedback. PaTienT experience advisors At CKHA, we are committed to partnering with our patients and families to improve the patient experience. One way we do this is working collaboratively with our Patient Experience Advisors. These volunteers have experience using CKHA services as a patient or assisting family members and desire to bring their positive voice to our teams and committees in the planning, delivery, and evaluation of our healthcare services. For more information on how to apply for a patient and family advisor volunteer position, visit CKHA s hospital website at and click on Patient Experience. 8

11 Who We are Delivering quality care to residents of Chatham-Kent, South Lambton and Walpole Island, Chatham-Kent Health Alliance is a 200+ bed community hospital system, equipped with state-of-the-art facilities and technologies with campuses in Chatham and Wallaceburg. Formed in 1998, CKHA is committed to core service excellence, top-flight operational performance and to becoming a hospital of choice in Southwestern Ontario. CKHA is comprised of 1345 compassionate staff, 185 physicians and 400 volunteers who care for thousands of inpatients, outpatients and emergency annually. We are: Ontario s only ACCESS Open Minds site, a national leader in adolescent and youth-adult mental health systems Academically affiliated with the Schulich School of Medicine University of Western Ontario A Registered Nurses Association of Ontario (RNAO) Best Practice Spotlight Organization Linked to tertiary centres in London, Windsor and beyond A national leader for clinical technology A designated Trillium Gift of Life Network hospital Accreditation with Commendation status with Accreditation Canada Recipient of several provincial awards for employment excellence, information technology, communications and environmental efforts Our Core Clinical Programs include: Emergency and Critical Care Surgery / Day Surgery / Ambulatory Care Rehabilitation & Complex Continuing Care Medicine / Intensive Care Unit Women & Children s Program Inpatient Psychiatry and Integrated Mental Health and Addictions We Offer: Provincially designated District Stroke Centre and Secondary Prevention Clinic; an inpatient integrated Acute Stroke Unit MRI & CT Examinations 55% 55% of patients who responded rated CKHA as a 9 or 10 out of 10 NEW PATIENT EXPERIENCE REPORTING In 2016, the Ontario Hospital Association (OHA) implemented new patient experience surveys to better measure the patient experience across all hospitals in Ontario. The questions and response scales have changed so results cannot be compared to previous years results. Ontario data collection is expected to be stable mid-2017 giving CKHA a benchmark to compare our results with community hospitals of similar size. Ontario Breast Screening Program High Risk Breast Screening Program Hemodialysis Satellite Program Dysphagia & Swallowing Services Early Psychosis Intervention Program for Youth Satellite Chemotherapy Unit Enhanced Our Model of Care is: Patient and Family Centred, where 55% of patients who responded rated CKHA as a 9 or 10 out of

12 map of chatham campus 10

13 map of sydenham campus 11

14 General information allergies It is very important that our staff be made aware of any allergies you may have (e.g. food, latex, medication, tape, plastic, metal, etc.). Please make them known to nursing staff during your admission to a unit. Because some patients, visitors and staff are allergic to products containing latex, we do not allow latex balloons in the hospitals. As an alternative, mylar balloons (the silver, shiny balloons) are welcomed. atms An Automated Teller Machine (ATM) is available near the Lobby in Chatham. breastfeeding At CKHA we promote, protect and support breastfeeding. We welcome mothers to breastfeed anytime, anywhere in the facility. cafeteria Café Grand (Chatham Campus) is open Monday to Friday from: 8 am to 2:00 pm There are also vending machines, available at both campuses. Seating is available at both hospital campuses for use by patients, families, visitors, staff, physicians, volunteers and students. There are also outdoor picnic areas with tables, if you would like to eat outside. diagnostic imaging appointments Diagnostic Imaging bookings are done once the physician has faxed the requisition to CKHA. The DI Scheduling Office will call the patient during the hours of 8 am and 4 pm, Monday to Friday. In the event that the patient is unable to answer the phone, they will leave a message with the phone number, extension and ask that the patient has their Health Card available when returning the phone call. discharge Planning Discharge is a planned event that involves the patient and the family. Your doctor, nurses and other healthcare professionals help you coordinate your care so that you are well prepared in advance to return home as soon as possible. You are encouraged to ask questions and seek clarification if you do not understand something. We work with many community resources to provide follow-up on your recovery when you leave the hospital. Please ask for a copy of any discharge instructions that are important to you or any follow-up appointments that you will need help remembering. ecard Friends and loved ones can let you know they are thinking about you by sending an ecard. Anyone with internet access can go to on.ca website and click on Send an ecard. This free service is available for anyone currently an inpatient at Chatham-Kent Health Alliance. Cards are printed and distributed by CKHA volunteers (please note delivery time is subject to availability). emotional and spiritual support Hospital Spiritual Care Provider (SCPs) are trained professionals who can help if you are in need of emotional and/or spiritual support, are feeling lonely, discouraged or misunderstood, need religious care, wish to receive sacrament(s), have special religious needs according to your faith tradition (e.g. food, customs at birth, death, removal of religious symbols, religious holidays), are experiencing loss or grief, and/or if you wish to pray. If you would like a visit from a hospital SCP, please contact your healthcare provider. Eucharistic Ministers are available upon request to distribute 12

15 Holy Communion for Roman Catholic patients. Patients and families may request the Sacrament of the Sick and staff will make the appropriate arrangements. Everyone is welcome to visit the Chapel just off the Main Lobby (Chatham), and the Quiet Room on the 1st floor at Sydenham Campus (Wallaceburg). Catholic and multidenominational masses are also held weekly at the Chatham Campus; please contact a hospital SCP for more information. ethics consultation We have an ethics team that consists of 20 staff members and volunteers who have received ethics training to assist with ethical decision making. An ethicist is available at the discretion of the team. This service is available to anyone who faces an ethical dilemma. If you or your family is faced with an ethical dilemma, your caregiver can assist you in accessing the expert advice required. families Family are not visitors. Family is defined by the patient and is not restricted to relatives. Upon admission or any time during the patient s hospitalization, the patient or the patient s representative may determine who they consider as family and when and how they want them involved in their care twentyfour hours a day. Space limitations, infection prevention and control, and patient decision, in partnership with the healthcare provider, will determine the number of family members (as defined by the patient) who will be able to be with the patient. At the Chatham Campus, from 8:30 pm to 6 am, families are asked to enter CKHA through the Emergency Department door and speak to a security guard. The security guard will ask for the name of the patient, and call the unit. At the Sydenham Campus, from 9 pm to 6 am, families are asked to enter CKHA through the Emergency Department door and speak to a security guard. The security guard will ask for the name of the patient and call the unit. The Comfort Inn in Chatham offers a special rate for families with a loved one in the hospital -- call A card from your nursing unit confirming a hospital stay or hospital appointment is required upon hotel check-in. fire safety Our staff is trained to deal with emergencies. To assure emergency readiness, we test the fire alarm system each month. In the event of a fire or drill, you will hear the alarm bell. Remain where you are unless directed by staff to do otherwise. Do not use the elevators. Staff will close your windows and the door to your room. Please have your visitors remain in your room. Staff is positioned outside in the hall, awaiting further instructions on the overhead speaker system. At the end of the drill, All Clear will be announced. You are free to resume your usual activities at this time. follow-up medical appointments After discharge from the hospital, follow-up tests or procedures may be required to monitor your health. Some services at CKHA require prescheduled appointments, while others are available on a walk-in basis. Patients can pre-schedule non-diagnostic Imaging hospital appointments through CKHA s Patient Appointment Office (PAO) at or toll-free at : 13

16 Mon to Thurs: 7:30 am - 4:00 pm Fri: 7:30 am - 4:30 pm. When scheduling an appointment with the PAO, please have your Health Card and signed test requisition handy. gift shops Our Gift Shops offer a variety of items for your convenience. The Gift Shops are located near the Main Lobby at both campuses and are operated by volunteer auxiliary groups. To learn more about their products and delivery options contact: Serendipity (Wallaceburg) ext Boutique Grand (Chatham) ext infection control Patient safety is a priority. In the hospital, it is everyone s job to stop the spread of germs from one person to another. Hand cleaning is your best defense against infection. Washing hands with soap and water or cleaning with waterless hand sanitizer (if hands are not visibly soiled) are both acceptable ways to clean your hands. Please clean your hands often. We also invite you to ask your healthcare providers if they have cleaned their hands. In the event of heightened infection control measures, visitor restrictions may be in effect. If you are experiencing fever, cough or new shortness of breath or vomiting and diarrhea, please do not visit your loved one until you are hours without these symptoms. Clean Your Hands: When you enter or exit the hospital When your hands are visibly dirty Before you eat or drink After you use the washroom After you cough, sneeze, blow your nose After you handle garbage Cough or sneeze into your sleeve medication Bring all of your medications with you when you come to the hospital, including all prescription and non-prescription medications, complementary and herbal supplements. You will not be taking your own medications while in hospital, but this will help your healthcare team ensure your medications are ordered accurately. After we have finished assessing your medicationsfrom-home, we will ask you to have someone take them back home for you. We will not assume responsibility for them if they are not taken home. This is to ensure your personal medications are safely at home during your stay at CKHA. Be sure to tell your healthcare team about your past illnesses, your current health condition, and any past allergies or reactions to medications or food. newspapers Newspaper stands are available near the Lobby, Gift Shop, and lower level elevators (Chatham). nutrition services Your meal orders will be taken daily by a trained Nutrition Services staff member. If you have special food requests, please call ext This extension is monitored from 5:00 am to 8:00 pm. Meal Delivery Times are: Breakfast: 7:30 am - 8:15 am Lunch: 11:30 am - 12:15 pm Supper: 4:30 pm - 5:15 pm on-site retail Pharmacy Located at CKHA s Chatham Campus (near Tim Hortons), Elston Pharmacy is open weekdays from 9:00 am to 5:00 pm. 14

17 ParKing Hospital parking includes payand-display meters and lots (both campuses), gated lots payable upon exit (Chatham Campus). For frequent visitors and family, weekly and monthly reduced parking passes can be purchased from Precise Parking Office at the Chatham Campus (located in Lot C, nearest to the main entrance) and from the pay and display units in the parking lots at the Sydenham Campus). CK Inter-Urban Transit bus company (a privately owned transportation company) also provides bus service from Wallaceburg to Chatham. For more information, please call ParTners in care Families and other partners in care are welcome 24 hours a day according to patient preference. The number of people welcome at the bedside at any one time will be determined in collaboration with the patient and family. In situations where there are shared rooms, the rights and needs of the other patient(s) will be taken into consideration. Personal belongings Please keep only the personal items required to make your stay more comfortable (example: bathrobe, slippers, personal grooming articles, etc.). If you wear dentures, prescription glasses, hearing aids or a prosthetic device, please take special care they do not become misplaced. All electrical items such as hair dryers, radios and electric shavers must be safety-checked by our Engineering Department prior to use. Please inform your nurse of these items in your possession. We do not assume responsibility for your personal medications, money, valuables or personal belongings. PeT Policies CKHA has a pet therapy program in place and supports family pet visitation (with appropriate safety documentation). Please ask your healthcare provider for information about both options. PhoTograPhy/Video/TaPe recording It is not permissible to photograph, videotape or tape record staff, physicians or other patients without the permission of all involved. PriVacy Respecting your privacy is our legal, ethical and moral responsibility. To provide compassionate, quality care and treatment, CKHA must gather, use and keep safe certain patient information. Our Privacy Policy guides the management of confidential information. To maintain and enhance care, we partner with the Foundation of CKHA. The Foundation fosters financial support for unfunded or under-funded equipment, facilities and operations. To allow our Foundation to inform you of fundraising activities, special events and funding needs, CKHA provides the name, address and telephone number of former patients. No other information is provided. The Foundation protects personal information as required by the law and does not rent, sell or trade contact lists. If you have any questions or concerns about CKHA s Privacy Policy, or if you wish to be excluded from Foundation contact, please contact CKHA s Privacy Officer at radio and TeleVision Patients are permitted to have portable radios but they are to be used with an ear piece and safety-checked by our Engineering Department. Personal televisions are not permitted in the hospital. 15

18 Automated TV services are available in patient rooms. Patients/families can order directly with a credit card, using the TV touchscreen. For more information, please call Hospitality Network at Please note inpatient Mental Health does not offer TV services in patient rooms. scent-free environment Please avoid any scented products such as cologne, aftershave, hair care products, lotions or perfume and highly scented flowers, such as ilies, as they can trigger allergic reactions. smoke-free environment As o anuary 1, 2 1, our Chatham and allaceburg Campuses became 1 per cent smo e ree. ew pro incial legislation prohibits smo ing cigarettes and any other smo ing product on all hospital property. Please see the re ised smo e ree boundary maps at ha.on.ca SPECIAL ASSISTANCe CKHA is governed by the Accessibility for Ontarians with Disabilities Act and is responsible to provide services and a facility that is accessible to all. At your request, we can provide assistive devices such as wheelchairs, hearing amplification devices, telecommunication devices, sign language and 24/7 interpreter service. To make arrangements, please discuss your needs during your pre-admit visit or with your doctor or nursing staff upon arrival. This and any other document can be provided to you in various accessible formats that take into account your accessibility needs due to a disability. LOCAL TRANSPORTATION OPTIONS TelePhones/cellular Phones/ Pay Phones The radio frequency of cellular phones can interfere with the proper functioning of some medical equipment. Please verify with your healthcare provider if the use of a cellphone places you or your loved one at risk. Bedside telephones are available in most rooms and local calls may be made at no cost to you. Simply press 9 and the local number. To place a long distance call, please dial extension 6299 and the operator will assist you. You must call collect, or bill your home number or use your personal long distance calling card. To place a call inside either Campus of CKHA, dial the 4-digit extension number. Pay phones are also located near your unit. Tim hortons Tim Hortons (Chatham Campus) offers donuts, bagels, cookies, muffins and hot and cold beverages from 6:30 am to 8:30 pm, every day of the week. Vending machines Vending machines (Chatham) are located in the Cafeteria, Emergency Department, Ambulatory Care and the main lobby of the hospital. At Sydenham Hospital, the vending machines are located in the Cafeteria and the Emergency Department. Wi-fi CKHA is pleased to offer free access to Wi-Fi through its Guest Network. Guests who leave the hospital should check their settings to confirm they are fully connected upon return. There is no guarantee of Wi-Fi access at CKHA. he hospital has pre erred transport ser ice pro iders or stretchers, wheelchairs and taxi. ou may wish to use these companies or others that are readily a ailable. Please note that trans er costs are your responsibility we recommend as ing or a uote be ore boo ing. Please wor with your healthcare team to understand what options are best suited to your needs. oyageur Patient rans er er ices nc. C.H.A.P. (ambulatory patients only, (includes wheelchairs and stretchers) including wheelchairs) ext

19 your account As a patient, you are responsible for understanding your healthcare plan benefits (i.e. your provider s information) and the extent of your coverage (i.e. type of accommodation, such as semi-private or private). Knowing your healthcare coverage upfront will eliminate billing issues upon your discharge from the hospital. If you are a Canadian resident and have a valid health card, expenses related to your care are usually covered by the Ontario Ministry of Health (OHIP) or your insurance plan. This includes in-patient supplied food, x-ray, medication, laboratory services, medical and surgical equipment, support services and more. Registration will have you verify and sign for your preferred accommodation billings for semi-private and private rooms which will be directed to your health insurance company. If your insurance only covers a portion of the cost of a semi or private room, or has a limit on the number of days, you will be invoiced for the difference. The ultimate responsibility for payment rests with you. Patients/families are advised that insurance cannot be verified outside of regular business hours. You are responsible for any charges incurred while waiting for verification. Please check the terms of your coverage with your employer or insurance company each time you visit the hospital, because coverage can change. If you have signed for your room upon registration, however, after confirming with your insurance company you discover you no longer have coverage, you must notify either Admitting at ext. 6005, or Finance at ext Some procedures, supplies and Ambulance transportation are not covered by OHIP and are the responsibility of the patient. Ontario Disability Support Program and Ontario Works recipients are exempt from Ambulance Fees. Proof of receipt is required. If you require an extended hospital stay (continuing care or rehabilitation patient) or are ready for discharge home or to a long-term care facility, there may be additional charges not covered by OHIP that you will be required to pay. Upon discharge from the hospital, please take the opportunity to stop by our Cashier s Office in the main lobby to settle any outstanding accounts such as preferred accommodation fees, service fees, supplies or co-pay. These accounts can be settled using the following payment options: 1. Cashier s Office located in the main lobby 2. Telephone: ext By Mail: Chatham-Kent Health Alliance P.O. Box / C.P Chatham, ON N7M 5L9 4. Online: Found under Patient Care Discharge Planning We accept cash, debit, cheque, and credit card. If you have any questions about your invoice please contact the Business Office at

20 [ E ] YOU TO READ THIS, IN THE TIME IT TOOK C H A T H A M - K E N T IS NOW 30 SEC CLOSER TO BEING WITHOUT A CT SCAN Used to gain information about strokes, brain tumors and head injuries, we need your help to replace our inefficient and dated machine. CT SCANS CAN SAVE LIVES. IT COULD SAVE SOMEONE YOU KNOW! PLEASE DONATE TODAY

21 appendices: WHAT TO BRING Item Description Requisition Form Ontario Health Insurance Plan Card (OHIP) Social Insurance # and WSIB Claim # Details of any additional health coverage or insurance policies Signed and from your healthcare provider. Green with photo or red and white. If you have red and white, please bring photo ID with you (ie. driver s license) to validate your identity. For workplace related injuries. You also need to provide Employer Name, Address and Phone Number. Your preferred accommodation at time of admission. Your employer. Know your coverage (semi or private); if you have a deduction or a cap (e.g. Insurance provider pays 50% of your semi private room). Your semi or private insurance card. Please Do Not Bring If your insurance provider pays a portion of your room charge, bring a cheque or credit card to pay the balance owing at the time of discharge. All of your medication, including prescription and non-prescription medications. Large sums of money; jewellery or items of sentimental value; alcohol & tobacco products. IMPORTANT INFORMATION Name of Unit Name of Doctor Key Contact 19

22 CHECKLIST: WHAT YOU NEED TO KNOW WHEN YOU GO HOME Ward or Unit where I was treated Doctor who treated me Health Problem I was treated for Medical treatment I received Instructions for my care at home What should I eat or drink? What should I avoid eating/drinking? What activities can I do? What activities do I need to avoid? When can I go back to work or resume normal activities? Follow-up Appointments (i.e. Diagnostic Imaging)? Do I have the completed requisition? If I have a question or problem, I should call? 20

23 CommuniTy supporters index Chatham-Kent Health Alliance is extremely grateful to all advertisers for helping to make this guide possible. Please note, an advertisement in this guide does not imply an endorsement by Chatham-Kent Health Alliance. ABI/STroke recovery New Beginnings ASSISTed LIvIng Eden Villa Serenity Blenheim Retirement Living St. Andrew s Residence AUDIOMETRIC TESTING Ridgetown Hearing Healthcare DENTISTS Dr. Min Chhang Liu FunerAL ServICeS Alexander & Houle Funeral Home Ltd Hinnegan-Peseski Funeral Home McKinlay Funeral Homes Ltd HEARING AIDS Ridgetown Hearing Healthcare Home HeALTHCAre ServICeS Bayshore Home Health VON Sarnia HOME SAFETY PRODUCTS Home LegAL ServICeS Jerry O Brien Professional Corporation.. 25 MASTECTOMY SUPPLIES The Loft Fashion & Mastectomy Boutique MEALS ON WHEELS Meals On Wheels Chatham-Kent MEDICAL ALARMS ConnectCare MEDICAL CLINIC & SPA Infinity Medical Cosmetics MEMORY CARE Village on the Ridge MENTAL HEALTH Canadian Mental Health Association mobility AIdS Motion Specialties ORTHOPEDIC APPLIANCES BioPed ORTHOTICS BioPed CK Ortho Inc outreach / ministry The Salvation Army Chatham-Kent Ministries OXYGEN VitalAire ProSTHeTIC ServICeS CK Ortho Inc Loewen Prosthetic Services Ltd respiratory ServICeS VitalAire RESPITE CARE Bayshore Home Health REST HOME Residence on the Thames RETIREMENT RESIDENCES Blenheim Community Village Chatham Retirement Resort Grand Retirement Village Residence on the Thames Meadow Park Serenity Blenheim Retirement Living St. Andrew s Residence The Meadows of Wheatley Village on the Ridge

24 MENTAL HEALTH MATTERS IN YOUR LIFE OUR MISSION & VISION CHAMPIONS FOR POSITIVE MENTAL HEALTH SINCE 1918 MISSION STATEMENT As a leader and champion for mental health, CMHA Lambton Kent provides services and facilitates access to the resources people require to maintain and improve mental health. Our efforts promote community integration, build resilience, and support recovery from mental illness. VISION STATEMENT Mentally Healthy People in a Healthy Society. The Care Continues... OUR PROGRAMS & SERVICES Supportive and Emergency Vocational Housing Life Skills Court Diversion and Release Preventative Education from Custody Concurrent Disorders Trustee Long Acting Injection Clinic First Nations Community Geriatric Mental Health Outreach Support Rapid Assessment Intervention Clinical Case Management and Treatment Dual Diagnosis Psychotherapy Occupational Therapy Early Detection and Intervention LAMBTON MENTAL HEALTH FIRST RESPONSE SERVICE 24 hours a day, 7 days a week Sarnia Lambton or Chatham Kent or For more information about our programs and services, please call in Sarnia, in Chatham or visit our website: ORTHOTICS, FOOTWEAR & PEDORTHIC CARE TRUST OUR KNOWLEDGE. FEEL THE COMFORT Dan & Anne Houle, Owners Jennifer Johnstone Canadian Certified Pedorthist PEDORTHIC MANAGER ALLEVIATE FOOT, KNEE & LOWER LIMB PAIN Biomechanical & gait analysis by Canadian Certified Pedorthists. Hand-crafted, custom orthotics fabricated at our on-site lab. Only 3-dimensional casting methods used - as approved by major insurance carriers. Fashionable, orthotic-friendly & therapeutic footwear. Full line of lower leg bracing & compression stockings. Insurance and Health Plan Coordination BioPed Chatham 455 Grand Ave East, Unit 7 Chatham, ON jjohnstone@bioped.com Please visit our web site for more information on our products & services Home care designed especially for you In the Chatham area, please call Nursing Personal Care Home Support Companionship Funding Investigations Free Assessments Nurse S upervised S taff 24 Hour/7 Day Service 22

25 WEEKLY CLINIC AT CKHA IN CHATHAM MAXIMUM COMFORT & MOBILITY That s our commmitment to you. Brock Loewen, Certified Prosthetist(c) takes great care in ensuring that every prosthetic device fits your individual needs and lifestyle. We offer complete prosthetic care, providing modern technology as well as conventional methods for pediatric to adult patients. Professional Quality Guaranteed. LOEWEN PROSTHETIC SERVICES LTD Prince Rd., Windsor, Ontario N9C 3B1 Located next to Hôtel-Dieu Grace Healthcare Tayfour Campus Phone: Fax: Toll Free: brock@loewenprosthetics.com Above knee amputees... ask about Genium X-3 - the most technologically advanced microprocessor prosthetic knee. MAKING A DIFFERENCE in the LIVES OF OTHERS MEADOW PARK CHATHAM FULLY ACCREDITED LONG TERM CARE HOME 110 Sandys St. Chatham ON N7L 4X3 TEL FAX SHORT STAY/CAREGIVER RELIEF AND INTERIM BEDS AVAILABLE DR. J. MAYTHAM Medical Director WALK-INS WELCOME ST CLAIR ST. CHATHAM, ON Reader's Choice BEST of Chatham-Kent Cultivating the Best, Shore to Shore 2nd year for Best Laser Hair Removal SaleS Service rentals Your Home Health Care Store Authorized ADP, DVA, and WSIB Vendor Visit our RETAIL SHOWROOM for Medical Supplies and Equipment or FREE In-Home Estimates! Wheelchairs Walkers Seating Solutions Scooters Aids to Daily Living Incontinence Supplies Bracing Home and Bathroom Safety Equipment Home Care Beds Lift-Out Chairs Paediatric Products Ostomy Supplies Stairway and Ceiling Lifts Vehicle Lifts 2 retail locations in the Kent & lambton county region! 785 St. Clair Street, Chatham Ontario Finch Drive, Sarnia Ontario

26 Independent, Assisted Living & Respite care options available Stair Lifts Tub Conversions Modular Ramps Pre-owned Lifts with Warranty from $ Give Your Life a Lift and Enjoy the Home You Love. Fast and affordable without any mess, let us convert your existing bathtub into a safe and accessible shower. Call Peter McKeen at SafeAtHomeWindsor.ca 24

27 一攀猀琀氀攀搀愀洀漀渀最琀栀攀戀攀愀甀琀椀昀甀氀 Ⰰ 猀攀爀攀渀攀昀漀爀攀猀琀漀昀圀栀攀愀琀氀攀礀倀爀漀瘀椀渀挀椀愀氀倀愀爀欀 FASHION & MASTECTOMY B O U T I Q U E 䌀漀洀攀猀攀攀漀甀爀猀瀀愀挀椀漀甀猀琀漀眀渀栀漀甀猀攀猀愀渀搀愀瀀愀爀琀洀攀渀琀猀昀漀爀椀渀搀攀瀀攀渀搀攀渀琀氀椀瘀椀渀最 Ⰰ 瀀氀甀猀漀甀爀爀攀琀椀爀攀洀攀渀琀栀漀洀攀昀漀爀焀甀愀氀椀琀礀 Ⰰ 猀愀昀攀愀渀搀猀攀挀甀爀攀氀椀瘀椀渀最 㔀倀椀攀爀刀搀圀栀攀愀琀氀攀礀 Ⰰ 伀一 㔀㤀 㠀 㔀 ⴀ 㐀㘀㤀㐀眀眀眀 琀栀攀洀攀愀搀漀眀猀漀昀眀栀攀愀琀氀攀礀 挀漀洀 The New Beginnings ABI & Stroke Recreational Club is free for members who have an Acquired Brain Injury or are recovering from a stroke. 9 Maple Leaf Drive, Chatham, ON College Street North, Sarnia, ON brawlinson@newbeginnings-cksl.com Amoena has dedicated over 40 years in answering the needs of women, world wide. We are pleased to carry an extensive selection of all Amoena products for the Chatham-Kent and surrounding areas with each staff trained and certified in breast prosthesis and bra fittings. Come visit us for a private one-on-one consultation. Proudly serving women and their families for over 20 years. Let us be part of your journey KING STREET WEST CHATHAM, ON info@theloftchatham.ca O BRIEN JACKLIN SULMAN LAWYERS infojfob@lawojs.com 870 Park Ave W. P.O. Box 548 Chatham, ON N7M 5K6 INJURY & INSURANCE CLAIM LAWYERS JERRY O BRIEN JAMES ALLINGHAM Serving Chatham & Ontario for over 30 years. personal injury car accidents wrongful death accident benefits insurance claims Expertise in spinal cord and brain injury claims. 25

28 CREATING BEAUTIFUL & HEALTHY SMILES DR. MIN CHHANG LIU Personali ed Comforta le amily Dental Care Caring and Courteous Staff Comprehensive Dentistry Implants and Wisdom eeth E traction oom Whitening ela with Sedation Dentistry Emergencies Welcome NEW PATIENTS WELCOME officeminliu@mdirect.net 70 ELLEN STREET, BLENHEIM, ON N0P1A Meals on Wheels Chatham-Kent is dedicated to supporting health, well-being and independence MEAL(6325) BUSINESS BUILT ON REPUTATION SERVICING ALL RELIGIOUS FAITHS & ETHNIC CULTURES OFFERING PRE-ARRANGEMENT PLANNING CHAPEL FACILITIES BEREAVEMENT SERVICES OFFERING INEXPENSIVE IMMEDIATE DISPOSITION AND CREMATION 24/7 NURSING STAFF PRIVATE ROOMS NUTRITIOUS MEALS AND SNACKS GROUP EXERCISE, ACTIVITES, AND MORE STANLEY AVE. CHATHAM CARE (2273) 26

29 SERVING CHATHAM-KENT SINCE 1882 VOLUNTEERS ALWAYS NEEDED AT VARIOUS LOCATIONS/PROGRAMS Taking of Care Your First Need Now that I have my ConnectCare button, I can live my life to the fullest without worrying about what could happen. It s given my daughter piece of mind as well. At ConnectCare we offer two options; A basic button An autoalert option that calls for help even when you can t Special rates starting at $1,300 Full Scale Retirement Living Planned Activities Weekly Physiotherapy Meals Snacks Personal Care Medication Management/Delivery Call now for details: ConnectCare is a fully integrated program of St. Joseph s Health Care London, located at Parkwood Institute. For more information please call blenheimindependentliving.com 27

30 FULL SERVICE HEARING CLINIC CHRISTINE SONNEVELD H.I.S. HEARING ASSESSMENTS CUSTOMIZED HEARING AID FITTING INSTRUCTION IN THE MAINTENANCE AND USE OF HEARING AIDS EARMOLDS/SWIM PLUGS/NOISE PROTECTION HEARING AID ADJUSTMENTS & REPAIRS AND MORE... MOBILITY ISSUES? We ll come to you! Ask about our mobile services 76 Main St. E. Ridgetown, ON St. Clair St. Chatham, ON Park St. Blenheim, ON YOUR FAMILY YOUR COMMUNITY YOUR FUNERAL HOME Book your FREE Hearing Test Today HOWARD MUTUAL MEDICAL CENTRE ERIE ST. S. RIDGETOWN, ON Welcome To Grand Retirement Village Centrally located in the city of Chatham and across from the hospital. We offer independent, all-inclusive living at its best. Choose between spacious and well-equipped one or two bedroom suites. Drop in anytime or call us for a tour at admin.ck@grandretirement.ca 64 Ursuline Ave. Chatham 28

31 Prime Retirement Living in Chatham-Kent With all the possibilities Revera has to offer, tailoring a retirement lifestyle that s right for you has never been easier. Variety of suites & apartments Chef-prepared meals with seasonal menus Personalized LiveWell TM care plans Signature recreation & social programs offered daily Call today to learn more and book a personal tour. Village on the Ridge Blenheim Community Village Chatham Retirement Resort See this publication and more at: patientdirectory.ca Quality Healthcare Publications 29

32 : 5 : 12 : 19 : 27 January S M T W T F S April S M9 10 T 11 W 12 T 13 F 14 S April S M T W T F S : 3 3 : 11 : : July S M T W T F S July S 10 M 11 T 12 W 13 T 14 F 15 S : 9 : 16 : 23 : October S M T W T F S : 5 : 12 : 19 : : 3 : 10 : 18 : 26 February S M T W T F S May S M6 7T W8 9T 10 F 11 S May 31 S M T W T F S : 2 : 10 : 18 : August 31 S M T W T F S August S 14 M 15 T 16 W 17 T 18 F 19 S : 7 : 14 : 21 : November S M T W T F S : 4 : 10 : 18 : : 5 : 12 : 20 : 27 March S M T W T F S June S M6 7T W8 9T 10 F 11 S June S M T W T F S : 1 : 9 : 17 : 23 : September S M T W T F S September S 11 M 12 T 13 W 14 T 15 F 16 S : 6 : 13 : 20 : December S M T W T F S : 3 : 10 : 18 :

33 Notes: 31

34 Your Health Care - Be Involved 32

35 When Mom is Happy, You Have Peace of Mind... INDEPENDENT LIVING ENRICHED CARE Residence on the Thames CALL US TODAY!!

36 [SPRING 2017]