Patient & Family Guide 1 PATIENT & FAMILY GUIDE

Patient & Family Guide 1 PATIENT & FAMILY GUIDE

4 Markham Stouffville Hospital TABLE OF CONTENTS Map... 2,3 Our pledge to you... 5 My care team... 6 Ask us... 7 Hospital amenities... 8 Room amenities... 9 My essentials... 10 Safety... 11 My voice and experience... 12 Notes... 13 Care guide after leaving... 15 Care guide after hospital stay... 16 Care needs after surgery... 17 My contribution... 18 Connect with us... 19

Patient & Family Guide 5 OUR PLEDGE TO YOU Patients and their families can expect MSH staff to: Introduce themselves and wear ID badges at all times Clean their hands regularly Share information with you in a way you can understand Always ask for your consent Involve you in care planning and decisions about your care Protect and treat you and your privacy with dignity and respect OUR NEED FROM YOU MSH expects all patients to: Treat all care teams, other patients, and visitors with respect Identify a care partner (family/friend) to communicate to other family members and/or friends Inform your care team when leaving the unit and sign in/out at the nursing station Refrain from using fragrances or heavily scented products Sign the patient s personal belongings & valuables record form upon admission Note: The hospital is not responsible for any lost or stolen items Be involved in your healthcare OUR COMMITMENT TO YOU We will visit you hourly during your hospital stay. Our team will: Update the bedside whiteboard regularly Check on you every hour to ensure your needs are being met Monitor your comfort and pain Assist you to the bathroom if needed Help you to move or change positions Ensure belongings are within reach Place the call bell within reach

6 Markham Stouffville Hospital MY CARE TEAM Doctor I help prescribe the treatment plan to ensure you re on track toward your health goals. Nurse I take care of your medical needs and nurse you back to health. Personal Support Assisstant I assist you and your nurses with daily care needs. Pharmacist I review your medication needs during your hospital stay. Physician Assistant I assist the physician in planning your prescribed care and answering your questions. Social Worker Nurse Practitioner I assist the doctor in monitoring and maintaining your plan of care. Advanced Practice Nurse I help you and your care team to assess, plan and coordinate you care. I help you and family to cope with impact of illness/ hospitalization. Physiotherapist I help maintain/improve your physical abilities. Occupational Therapist I help increase your safety and independence in your daily activities. CCAC Coordinator I plan for the service for you to get better at home. Patient Flow Coordinator I help coordinate your journey home.

Patient & Family Guide 7 ASK US Here are three questions to ask your healthcare provider, so you can better understand your health condition and what you need to do to stay healthy: 1. What is my main issue? 2. How best should I manage it? 3. Why is it important for me to do this?

8 Markham Stouffville Hospital HOSPITAL AMENITIES Parking Markham Site Lot 1, Lot 3, Lot 6 Uxbridge Site Each 30 minutes: $4 Hourly rate: $1.75 Daily max: $17 Daily max: $5.25 Day pass (in/out) $22 Discount parking pass (H Pass) 5 day: $42.50 10 day: $85 30 day: $153 About the H Pass Transferable between patients and caregivers Equipped with in-and-out privileges throughout a 24-hour period Good for one year from the date of purchase. Visiting hours: We have an open visiting policy for designated care partners. Quiet time is from 10 p.m. 6 a.m. WiFi: WiFi is available for purchase by credit card only. Rates can be found under the view details prompt while logging on through your device s browser. Food options: Druxy s: Full Service, level 1 building A (cafeteria) Tim Hortons: Full service, level 2 building A (main lobby) Tim Hortons Kiosk: 24 hour service, level 1 building B (next to ED) The Waiting Room Cafe: Full service level 1, Medical Office Building, (377 Church Street) Spiritual and religious care: We offer spiritual care for people of all faiths. Chaplaincy services are available upon request. Our meditation/prayer room is available for your use on level 2 building A, next to the gift shop. Language interpreter: For non-english speaking patients, interpretation services are available 24 hours a day, seven days a week. Ask your care team about this service.

Patient & Family Guide 9 ROOM AMENITIES LOCATION & EXTENSION # Each room should have one over bed table, two chairs, a night stand and a closet for personal items. Overnight care partners, please contact your nurse. Communication board: The communication board in each patient room will be updated by your care team daily. It provides information about the care team, tests/ procedures, daily activities, diet requirements and mobility status. Patient and family lounge/pantry: There is a common lounge for patients and family to spend time together. You ll find a TV, phone, pantry, microwave, fridge, and a water and ice machine. Please label all foods stored in the fridge. Meals (expected delivery times): Breakfast: 7:45 a.m. 8:30 a.m. Lunch: 11:45 a.m. 12:30 p.m. Dinner: 4:45 p.m. 5:30 p.m. Television, phone and pocket talkers: Television and telephone services are available for rental. To activate the service, dial 6960 from the bedside phone or turn on the TV for instructions. Pocket talkers are available to support individuals with a hearing impairment. Environmental service: Environmental Services is responsible for cleaning/disinfecting and waste removal across the hospital. The team works to uphold industry standards through a quality auditing process and is open to receiving feedback.

10 Markham Stouffville Hospital MY ESSENTIALS To make your hospital stay as comfortable as possible remember to bring: Toothpaste and tooth brush Hairbrush Soap and shampoo Non-skid footwear Clothing Dentures Eyeglasses or contacts Hearing aids Mobility aids Make sure to: 1. Put your name on all items when possible. 2. Keep your items together in a drawbag. 3. Keep them in a safe place.

Patient & Family Guide 11 SAFETY Smoking cessation Fact: Quit smoking. The sooner you quit, the lower your risk of complications. If you need help quitting, please ask your doctor. If you decrease the amount you smoke, your lungs are in better condition for any medical/surgical procedures. Stopping to smoke makes it is easier for your body tissue to heal. It also decreases the risk for any additional complications, like wound infection. Markham Stouffville Hospital is committed to providing a safe, healthy and vibrant environment by creating a smoke-free hospital. The use of tobacco products is prohibited on the hospital property including all buildings, grounds and vehicles on the property. No Smoking No Vaping In Hospital Buildings and On Hospital Grounds Maximum Fine $5,000 How we can help you: Nicotine replacement therapy (in the form of nicotine patch, gum or lozenge) is available in the hospital for inpatients, if interested. Hand washing Fact: About 80 per cent of communicable diseases are transferred by touch. How you can help: Clean your hands regularly with soap and water or alcoholbased hand rub. Patient identification Fact: Risks to patient safety occurs when there is a mismatch between a the patient and a part of their care, whether it diagnostic, therapeutic or supportive. How you can help: Keep the armband that was placed on you at the time of arrival to the hospital visible. This bracelet needs to remain on you for the duration of your stay. Show your healthcare provider the armband before taking medications or getting other treatment.

12 SAFETY Markham Stouffville Hospital Medications Fact: There are nine rights to safe medication administration to eliminate medication errors. How you can help: Inform us of any medication allergies or sensitivities. Tell us about and bring in any medication you are using at home. This can impact your health and recovery. Preventing falls Fact: Falls are the leading cause of injury among older Canadians. Twenty to thirty per cent of seniors experience one or more falls each year. How you can help: When moving and using the bathroom, follow instructions from your care team. Use the call bell to get help with moving. Make sure your call bell is easy to reach at all times. Keep the yellow non-skid socks and yellow arm band on, they alert your care team about your needs. Keep your glasses, hearing aids and other recommended equipment within easy reach. Plan regular bathroom visits with your care team. Limit clutter in your room and bathroom.

Patient & Family Guide 13 MY VOICE AND EXPERIENCE Our goal is to provide exceptional care to every single patient. We use your feedback to continually improve patient experience at the hospital. Here s how you can contribute! Patient experience survey You may receive a survey in the mail soon after your discharge. Please take the time to complete and return the survey. Post discharge phone call You may receive a phone call up to three days after you leave, to check up with you and answer any of your questions or concerns. Patient experience scorecard The attached card can be dropped off at the nursing station. We use this feedback to improve the care our frontline staff provides. Patient Experience Participant MSH is looking for community volunteers to help improve patient experience. Become a community advisor, and help guide research, education and quality improvement at MSH. How could we have made your stay better? Was your whiteboard updated regularly? Y N Patient Experience Scorecard Were you visited every 1-2 hours? Y N Were your pain needs addressed? Y N Did you get help (as needed) to use the bathroom? Y N To learn more and sign up, visit: msh.oh.ca/pep. Need help now? You can speak to a nurse at any time about the care you or a family member is receiving. If your issue is not resolved, please contact our patient relations department: patientrelations@msh.on.ca 905-472-7141 Overall, how do I rate the care and service I ve received? (Circle one) service I ve received? (circle one) Would Would I recommend I recommend MSH MSH to to my my family and friends? (cirlce one) 0 1 2 3 4 5 6 7 8 9 10

14 Markham Stouffville Hospital NOTES

Patient & Family Guide 15 GOING HOME

16 Markham Stouffville Hospital S CARE GUIDE AFTER LEAVING I came to the hospital for and leaving on mm / dd/ yyyy at hh:mm. My notes: Appointments I have to go to Go see for on at Location: Tel: booked Go see for on at Location: Tel: booked Leaving the hospital Where I am going: How I plan to get there: Medication(s) I need to take My medications, their purpose and side effects, have been explained to me. If I feel and what to do I might feel What to do Go to ED if: Changes to my routine and/or diet Where to go for more information For: Go to/call: Patient Signature: For: Go to/call: For: Go to/call: Provider Signature:

Patient & Family Guide 17 CARE NEEDS AT HOME, AFTER A HOSPITAL STAY After I go home, what should I be doing to ensure a full and speedy recovery? Follow the instructions provided with your discharge summary. This will be given to you when you go home. Will there be any follow-up care provided to me? In most cases you will need follow-up appointments to ensure that your recovery is progressing as desired. Make an appointment to follow-up with your family doctor within one week. Remember to bring any medications prescribed to you before leaving the hospital when visiting your family doctor. A discharge summary from the hospital will be sent to your family doctor after discharge. Refer to the instruction in the summary as soon as you re able to. How will I know what medications I ll need to take? In addition to your discharge summary, you will be given a list of your current and potentially new medications, as well as any required prescriptions. Our pharmacy team is available to review your medications with you if you have any questions or concerns. What should I look out for after I leave the hospital? If symptoms that brought you into the hospital worsen, or if you are experiencing other complications, and are concerned about your health, please contact the following teams. VISIT CALL GO TO VISIT your family doctor TeleHealth Ontario +1 866-797-0000 a nearby urgent care clinic the nearest Emergency Department

18 CARE NEEDS AT HOME, AFTER SURGERY Markham Stouffville Hospital What is the Post-Surgical Wellness Clinic? The Post-Surgical Wellness Clinic provides patients who recently had surgery (within 30 days) at MSH with quick access to our team of care providers that specialize in assessing progress of recovery. Hours of Operations: MONDAY, WEDNESDAY, and THURSDAY 1-4 p.m. Why might I go to the Post-Surgical Wellness Clinic? Because we want to make sure that: You are recovering well from your surgery Your incision is healing You are managing your pain You have the support you need to continue to get better Following my surgery what symptoms should I look out for? Fever over 38.5 C Excessive nausea and vomiting Increased pain Difficulty urinating Difficulty with bowel movements Redness of drainage from incision (hot to touch) What to bring to your appointment? OHIP card All current medications, including vitamins and herbal remedies you are taking in their original containers. In the clinic you will: Meet with a surgical nurse practitioner to assess your pain and incision Discuss with your healthcare team any postoperative symptoms such as fever, nausea and vomiting Receive information to help you control and reduce your symptoms Learn how to monitor and manage your wound, drains and symptoms at home During your visit, the nurse practitioner will perform an initial assessment and will document your past medical history and current medications. The nurse practitioner and surgeon will collaborate on your care, making recommendations around the best course of treatment for you. Your appointment may take up to two hours and may include diagnostic tests such as blood work and x-rays. If you re experiencing complications from your surgery or have these symptoms. Contact us. WEEKDAYS: Surgical liaison nurse Contact: 905-472-7373 ext. 1146 Hours: 7:30 a.m. - 3:30 p.m. OR Surgical Nurse Practitioner Contact: 905-472-7373 ext. 6233 Hours: 8 a.m. - 4 p.m. WEEKENDS/AFTER HOURS: VISIT your family doctor CALL TeleHealth Ontario GO TO a nearby urgent care clinic VISIT the nearest Emergency Department

MY CONTRIBUTION The power of giving Markham Stouffville Hospital Foundation (MSHF) exists to enable the growth of the hospital by raising sustainable funds and awareness for its priorities and ongoing needs. BUY A BEAR Government can t fund all equipment and other priority needs; hospitals must rely on community support to drive innovation and enable continual growth. From state-of-the-art equipment, technology upgrades and new, innovative efficiencies to heart-warming and inspiring stories of recovery and hope the power of giving is evident everywhere. GET A WARM & FUZZY FEELING Visit mshf.on.ca to learn more or call 905-472-7059

CONTACT US Markham Stouffville Hospital 381 Church Street Markham, Ontario, L3P 7P3 GENERAL INQUIRIES 905-472-7373 PATIENT RELATIONS OFFICE 905-472-7141 CONNECT WITH US: Web: www.msh.on.ca Email: myhospital@msh.on.ca @mshospital @mshospital /markhamstouffvillehospital