Users Guide Your hospitalization at the Hôpital Charles LeMoyne
{ } Table of contents 4 WELCOME TO THE HÔPITAL CHARLES LEMOYNE Our mission, our values Our Code of Ethics 6 YOUR STAY Important documents you should have with you Choosing a room Consent Double identification Requests for information on your state of health Medical record Teaching and research Interpreter Physicians, nursing personnel and health professionals Medication Meals Visits
10 RESOURCES AVAILABLE Hospital auxiliary Boutique Cafeteria Hairdresser Celebration of the Eucharist Spiritual Care Department Banking machine Parking Equipment loans and rentals - Wheelchairs - Television rental Telephone and receiving calls 14 INTERNAL REGULATIONS Electronic devices Smoking is prohibited Media Valuable objects Infection prevention and control Soliciting 16 SECURITY IN THE HOSPITAL Officers Emergency guidelines and exits 17 HOSPITAL DISCHARGE Your departure Care follow-up Invoicing for certain services List of the main services payable in advance 19 ASSISTANCE AND COMPLAINTS 19 USERS COMMITTEE 20 FOUNDATION 21 TELEPHONE DIRECTORY
{ } Welcome to the Hôpital Charles LeMoyne You have been admitted to the Hôpital Charles LeMoyne due to particular needs related to your state of health. Please be assured that all the members of our staff and our physicians are dedicated to providing you with high quality, safe services in a compassionate manner. We know that your health problems and your stay in the hospital may worry you and you may have questions. This is quite normal, and we are sensitive to it. This Guide has been designed to provide you with information that will facilitate the time you spend with us. Have a good stay, and most of all, we wish you a speedy recovery! 4
Our mission, our values The Hôpital Charles LeMoyne is the regional and university hospital for the Montérégie. Affiliated with the Université de Sherbrooke, it works in partnership with the institutions in the health and social service network, various organizations and the community. Our mission is to see to the health and well-being of the population of the Montérégie by developing a range of acute-care hospital treatments and services in physical health, mental health and rehabilitation, as well as carrying on university research and teaching activities. Our values are quality, respect, team work and transparent communications. Our Code of Ethics To support our vision, we have adopted a Code of Ethics establishing the commitments, expectations and responsibilities of the health practitioners and users. This Code of Ethics seeks to strengthen the relationship of trust and establish a framework to facilitate collaboration between you, your family and ourselves. This Code is available in all the rooms and also on our website. 5
{ Your stay } Important documents you should have with you: Your health insurance card; Your card for the Hôpital Charles LeMoyne; The name of your insurance company and your contract number if the latter will be paying the cost of a semi-private or a private room; The complete list of your medications and, if applicable, any natural products you take; All documents prepared by the physician who referred you to the hospital: requests for consultation with another physician, applications, results of previous examinations, etc.; Your citizenship card, landed immigrant s card or any other document issued by the Department of Immigration if you were born outside Canada; The name and contact information of a resource person to be contacted if necessary. If you were admitted to the hospital through the Emergency Department and your state of health allows, a clerk from the Admissions Office will meet with you, or he will ask a member of your family to answer the usual questions. Choosing a room Our hospital has three types of rooms: Private and obstetric rooms Semi-private rooms with 2 beds Wards with 3, 4 or 5 beds 6
The choice you make when you are admitted is not guaranteed. However, we try to respect your preference. Nevertheless, throughout your hospitalization, it is possible for you to change your choice of room. To this effect, a change in accommodations form must be completed. The new rate will take effect on the date this document is signed. We suggest you discuss this with the staff in the care unit or contact the Reception at 450 466-5000, extension 3494, to ensure that this form is duly completed and signed by you, a member of your family or a significant person. Consent On your arrival at the hospital, you must sign a consent form concerning the general care that you will receive. Throughout your stay, you will be informed of your state of health and will be made aware of the choice of treatments available and the risks related to each. You will participate in all decisions concerning your health. You cannot be submitted to care (examinations, specimen samples, treatments or other interventions) without your consent. Double identification In order to ensure you are clearly identified and to prevent unfortunate incidents, the staff will ask your family and first name before each intervention, even if they already know you. Requests for information on your state of health Only your attending physician is authorized to provide you with your diagnosis and the results of your examinations. During your hospitalization, it is recommended that a single person be assigned to contact your nursing staff or attending physician for news of your condition. Please give the name of this person to the nursing personnel. This will facilitate communications between the care team and the person responsible for transmitting news to your family. 7
Medical record Your medical record is confidential. When you leave the hospital, your record will be kept in the Medical Records Department. The opening hours of this Department are from Monday to Friday, from 8:30 a.m. to 4:30 p.m., except on holidays. If you need a summary of your record, please make the request in writing to the Medical Records Department. For information, call 450 466-5404. Teaching and research Our institution is university affiliated and, as such, exercises important teaching and research activities. All our residents and trainees are part of a team supervised by a health professional. Our university vocation ensures not only the application of the most modern treatments, but it also contributes to improving our care targeting excellence. It is possible that your participation in a research project may be solicited. If so, please be assured that you will receive all the information necessary on the research protocol so that you can give your free and informed consent in writing. If you decide to refuse, it will in no way affect the quality of the care you receive. Interpreter Several members of our staff speak two or more languages. Some employees are also familiar with sign language. We have made up a bank of interpreters who can help you in most cases. However, these services are offered as resources are available. Physicians, nursing personnel and health professionals All our health practitioners provide you with care that respects the principles and rules of ethics provided by law as well as in the general policies ruling each profession or trade. They wear an official Hôpital Charles LeMoyne identity card at all times. 8
Medication On your arrival at the hospital, please provide the nursing personnel with a complete list of your medication and, if applicable, any natural products you use. If you have them with you, please inform the nursing staff and do not use them. When a relative comes to visit, you can ask them to take them to your home. These medications may not agree with those prescribed at the hospital and can also falsify the results of examinations that you will be having. Meals The food service provides balanced meals according to the Canada Food Guide. When necessary, the services of a dietetic technician are available to personalize your menus, according to your preferences. Depending on your medical condition, if you need specific nutritional support, or if you have to follow a therapeutic diet, a nutritionist will visit you to plan the changes required to your diet along with the information you need. Meal hours are as follows: Breakfast: 7:45 a.m. to 8:30 a.m. Lunch: 11:30 a.m. to 12:15 p.m. Supper: 4:30 p.m. to 5:15 p.m. To facilitate hand hygiene, a towelette is placed on your tray. It should be used to wash your hands before each meal. Visits Visiting hours are from 2 p.m. to 8:30 p.m. every day. The number of visitors is limited to two per patient. Children aged 12 years and under may visit but must be accompanied by an adult. The visiting hours and number of visitors may vary, depending on the patient s state of health and particular circumstances (pandemic, outbreak of gastroenteritis, etc.). Please check with the nursing staff and follow the instructions posted at the entrance to the hospital or the care unit. Certain units have family lounges. 9
{ Resources available } Hospital auxiliary Over 160 volunteers generously donate their time to the well being of the patients at the Hôpital Charles LeMoyne and their families. They can pay friendly visits to bring you a little comfort. Also, members of your family or your friends can send words of encouragement to you by writing to: benevoles.chcl@rrsss16.gouv.qc.ca. Their messages will be passed on to you by a volunteer. Boutique Our cheerful volunteers are pleased to serve you in their Boutique Colombine where you will find gifts, newspapers, magazines and light snacks. This boutique, located on the main floor, is fully managed by our volunteers. All profits are returned to patients through services to meet specific requests. Opening hours are Monday to Friday, from 9 a.m. to 7 p.m., Saturdays from 9 a.m. to 5 p.m. and Sundays from 11 a.m. to 5 p.m. Cafeteria The Faubourg cafeteria is located in the basement, close to the elevators. It is open every day from 6:30 a.m. to 8:45 p.m. Outside these hours, vending machines are available in the cafeteria. Posters indicate how to reach the cafeteria. 10
Hairdresser Hairdressing services are available in your room. Ask the Reception in your care unit for information. Celebration of the Eucharist The Eucharist is celebrated on Sundays at 11 a.m. and from Monday to Saturday at 4 p.m. in the Chapel located on the 7th floor, room AN-702. Spiritual Care Department The Spiritual Care team offers services in addition to those provided by the HCLM. Professionals and volunteers from this team will visit you once to inform you about their services, answer your questions and obtain your consent to receive other visits, if you wish. Your choice will be respected. Members of the team are available every day, from 8:30 a.m. to 4:30 p.m. They will visit you in your room to respond to your spiritual needs. An on-call service is available for emergencies. If you have a pressing need, speak to the nursing staff in your care unit and they will contact the Spiritual Care Department. If you are not Catholic, the professionals can facilitate access to the persons in charge of your faith in your community. The chapel, located in room AN-702, is open and accessible at all times. The schedule for services is posted there. Students in spiritual care receive their university training at the HCLM. So, you may receive a visit from one of them. We thank you for participating in this training. 11
Banking machine A banking machine, located on the ground floor, is available at all times. Parking If your hospitalization is for more than one day, we recommend that someone accompany you so that your car does not remain in the visitor s parking lot for several days. Please inform your family and friends that a visitors parking lot is available. Booths where you can pay your parking tickets are located near the main entrance of the hospital. Equipment loans and rentals If you need to rent equipment for your well-being, please consult a nurse in your unit. Wheelchairs All wheelchairs labelled Hôpital Charles LeMoyne are the property of the hospital and are available for your use within the building only. If you use a wheelchair, remember to return it to the location where you took it or leave it at the main entrance. Television rental To rent a television, please come to the Reception in the care unit where you will find a display case with TV rental order forms. Simply complete an order form and leave it in the display box. A representative will contact you within 24 hours. 12
Telephone and receiving calls It is easy for family and friends to call you if they are unable to visit. Most rooms are supplied with a telephone with its own number. Please be considerate of the other users in your room who are awaiting treatment, an operation or convalescing. Like you, they require peace and quiet. It is therefore prohibited to receive calls between 10 p.m. and 7:30 a.m. Family members can telephone you by dialling 450 466-5000, followed by 8 and your room number. For outgoing calls, dial 9 followed by the 10 digit telephone number. For long distance calls, use a calling card or reverse the charges by dialling 9 514 878-3571. Please note, you will be charged for all long distance calls. For internal calls, dial the four digit extension number or simply the last four digits of the telephone number. There are over 20 public telephones available in various locations throughout the hospital. 13
{ } Internal regulations Electronic devices Only radios with batteries, walkmans and small electronic games are accepted. You are permitted to bring these devices on the understanding that they remain your responsibility. The use of cell phones is prohibited at all times inside the hospital, as are laptop computers requiring internet connection. Smoking is prohibited Smoking is prohibited inside the hospital and outside within 9 metres of any exterior door. We encourage you to discuss the possibility of an alternative (a nicotine substitute) with your physician for use during your hospital stay. If you do go outside to smoke, you should, if necessary, be accompanied by a family member. 14
Media Any filming, media intervention and photography sessions must be authorized in advance by the Direction des communications. To protect confidentiality, no interviews, photographing or participation in this type of activity may be undertaken without your consent. Furthermore, if you or anyone close to you would like to participate in an interview or a film in the hospital, you must contact the Direction des communications at 450 466-5410 to ensure coordination or obtain the necessary authorization. Valuable objects If you will be staying in the hospital for several days, we recommend that you not keep any valuable objects in your room and to leave your jewellery at home. As we are not responsible for any lost or stolen articles, we suggest keeping as little money in your room as possible. If, for any reason, you arrive at the hospital with valuables or money in your possession, we have a secure location where they can be deposited. This service is available at all times, free of charge. Infection prevention and control We request that all people who come to Hôpital Charles LeMoyne participate actively in our infection prevention and control measures within the hospital. To this effect, everyone must maintain good hand hygiene by using the antiseptic hand sanitizers when entering and leaving a room. We also recommend you keep as few objects as possible in your room. 15
When applicable, it is also important to respect the rules posted at the entrances of the units or rooms concerning infection prevention and control. For information on regulations, or for any questions or suggestions, do not hesitate to speak to the person at the Reception in the care unit. These regulations apply to all visitors, who are asked to use the washrooms specifically designated for them. Furthermore, we suggest that they refrain from visiting users if they have a serious infection or a contagious illness. Soliciting In order to maintain peace and quiet and encourage recovery, no soliciting is authorized in the rooms or the units. You may not at any time be visited by salespersons, representatives or suppliers. { Security in the Hospital } Officers For your safety, the Hôpital Charles LeMoyne has an emergency measures plan. Emergency response teams are present and ready around the clock, seven days a week. Emergency guidelines and exits In the event of an emergency, please remain calm and follow the staff s instructions. It is of the utmost importance that exits labelled SORTIE D URGENCE (Emergency Exit) are used specifically for emergencies. 16
{ } Hospital discharge Your departure The hospital personnel, physicians and administration are concerned about making hospital beds available to patients in need as quickly as possible. To this end, your cooperation is required for planning your departure as soon as your attending physician has signed your release from the hospital. Once you have received your release, you will have up to two hours in which to check out of your room. If you are unable to leave the hospital within this time, you will be directed to a waiting room. However, should you experience difficulties organising your departure, please advise us. 17
Care follow-up At the end of your stay, you must ask your nurse whether you need any documentation on specific care or if there are any special recommendations. Several publications concerning our services are available on our website at: www.santemonteregie.qc.ca/hclm. Invoicing for certain services At the end of your hospital stay, you must report to the Accounting Office to notify the staff of your departure and, if applicable, pay any bills associated with your stay. The Accounting Office is located in room AS-007, near the Admissions Office. It is open Monday to Friday from 8:30 a.m. to noon and from 1 p.m. to 4 p.m. Outside of these hours, please report to the Admissions Office for the usual checks. Fees for hospitalization, excluding extra for private and semiprivate rooms, are paid for by la Régie de l assurance maladie du Québec. At this point you must present your Medicare Card. All uninsured services and certain other services rendered are payable in advance. The personnel in the Accounting Office will contact you with the relevant information. List of the main services payable in advance Fees for a private or semi-private room for which the user is not insured. Cosmetic surgery, certain casts, and contact or other lenses. Services provided to users who do not reside in Quebec. Accommodation expenses for extended care, etc. 18
{ Assistance and complaints } If, in spite of our best efforts, your experience is not satisfactory, we suggest that you discuss it with your practitioner or the person responsible for the service in question. You may also, at any time, consult the Local Service Quality and Complaints Commissioner at 450 466-5434. This person works independently and is by law responsible to the Board of Directors regarding the rights of users and diligent treatment of their complaints. { Users Committee } Hôpital Charles LeMoyne has established its own Users Committee. The duties of the Users Committee are, among others, to: 1. Inform users of their rights and obligations; 2. Promote improvement in the quality of living conditions for users and assess their level of satisfaction regarding services received; 3. Defend the common rights and interests of users, or of an individual user, before the institution or any other competent authority; 4. Accompany and assist, upon request, a user in any procedure he undertakes, including filing a complaint. For further information, call 450 466-5000, ext. 3040, or send an email to: comiteusagershclm@rrsss16.gouv.qc.ca. 19
{ Foundation } The mission of the Fondation Hôpital Charles-LeMoyne is to contribute financially to hospital projects, in accordance with hospital objectives and priorities for improving the health of the population. Donations can be sent by cheque to the foundation at the following address: Fondation Hôpital Charles-LeMoyne, 3120 Taschereau Blvd, Greenfield Park (Quebec), J4V 2H1, or by cash or credit card by going directly to the office which is located on the ground floor, near the elevators. It is also possible to donate on line at the foundation s website at www.fhclm.ca. 20
{ Telephone directory } General Information 466-5000 Admissions 466-5600 Medical Records Department 466-5404 Assistance and Complaints 466-5434 Hospital Auxiliary 466-5000, poste 2544 Outpatients Clinic 466-5054 Users Committee 466-5000, poste 3040 Accounting 466-5000, poste 2646 Fondation Hôpital Charles-LeMoyne 466-5487 Prevention and Protection 466-5006 Emergency 466-5050 If calling from within the hospital, dial the extension number or simply the last four digits of the telephone number. 21
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3120 Taschereau Blvd Greenfield Park, Quebec J4V 2H1 Tel.: 450 466-5000 www.santemonteregie.qc.ca/hclm Edition: 2011 Direction des communications