PATIENT AND FAMILY
HANDBOOK
PLEASE TAKE THIS COMPLIMENTARY COPY WITH YOU www.bchsys.org
The nationally awarded Queensview Retirement Community in Paris is ready for you. Say hello to customized care, larger main suites, Villas, home cooked meals and plenty of engaging activities to bring the family together.
Personalized service is our specialty, and it all starts with you! We are trained to guide you through the entire process from discovering your options to moving in. Our goal is to make the move as stress free and as comfortable as possible.
Choose comfort, customized care and value at Queensview Retirement Community & Villas. Laurel St.
VISIT US 70 KING EDWARD STREET, PARIS
D
NG
KI
E
AR DW
. ST
St. rch
Chu
s St. W.
Dunda
Connect with us, front desk: 519-442-5621 on-line: queensviewrc.ca
D
NG
KI
E
AR DW
. ST
WELCOME
TA B L E O F C O N T E N T S WELCOME Strategic Plan.................................... 4 Welcome Message............................ 5 Map & Service Directory Branford General .............................. 6 Map & Service Directory The Willett .... 7 What you can expect......................... 8 Patient Experience............................ 9 Patient and Family Advisors.............. 9 Compliments...................................... 9 Complaints or Suggestions for Improvement...................................... 9 Hospital Construction...................... 10
YOUR HOSPITAL STAY
What to Bring/What to Leave at Home............................................11 Your Healthcare Team......................11 Home First Philosophy..................... 14 Staying Active in Hospital................ 14 Appliances....................................... 14 Call Bells.......................................... 14 Co-Gendering Rooms..................... 15 Discharge........................................ 15 Mail.................................................. 15 Meal Service.................................... 15 Pet Visiting....................................... 16 Telephones...................................... 16 Television (TV)................................. 16 Visiting............................................. 16 Wireless Internet (Wi-Fi)...................17
HOSPITAL PROGRAMS & SERVICES Brantford General Emergency Department...................................... 18 Willett Urgent Care Centre............... 18 Primary Healthcare Providers.......... 19 Sexual Assault and Domestic Violence (SADV) Treatment and Care............. 19 Indigenous Services........................ 20
Medical Imaging Services................ 23 Mental Health Services.................... 23 Outpatient Clinics and Services....... 25
PRACTICAL INFORMATION ABOUT YOUR STAY
Accessibility for People with Disabilities....................................... 26 Bank Machine.................................. 26 Chapel/Worship Centre................... 26 Finance & Billing.............................. 27 Food Services.................................. 29 Information Desk............................. 29 Language Interpreters..................... 29 Lost Items........................................ 29 Parking............................................ 29 Public Telephones........................... 30 Service Animals............................... 30 Volunteers........................................ 30 Vending Machines........................... 30
PATIENT SAFETY
Emergency Codes........................... 31 Fall Prevention................................. 32 Blood Clot Prevention...................... 33 Medication....................................... 33 Infection Prevention and Control...... 33 Harm Reduction............................... 35 Patient Confidentiality and Privacy.... 35 Photo ID Badges.............................. 35 Photographs.................................... 36 Pressure Injuries.............................. 36 Release of Information..................... 36 Scent Free & Allergies..................... 37 Security Services............................. 37 Smoking Restrictions....................... 37
FOUNDATION.................. 38-39 INDEX OF CONTRIBUTING ADVERTISERS......................41
Please note: We are constantly changing to meet your needs. The information presented here may be subject to change.
www.bchsys.org
3
EXCEPTIONAL CARE - EXCEPTIONAL PEOPLE
To view the full plan, visit ourbchs.ca 4
PATIENT AND FAMILY HANDBOOK
The Brantford General Hospital
The Willett
WELCOME
WELCOME Welcome to the Brant Community Healthcare System (BCHS). Our organization has a strong tradition of providing high quality care and service to patients and visitors throughout their stay. When you enter the doors of our facilities in Brantford or Paris, we want you to feel that you are important and welcome. This guide will give you some insight into your encounter with us. Feel free to ask questions and seek answers.
Our patients are the heart of the BCHS. It does not matter what area of the hospital you are in or which employee you encounter – everyone here at the BCHS is here to serve! Serving patients and families by providing the highest possible quality of care is our goal.
Thank you for entrusting your care to us.
www.bchsys.org
5
BRANTFORD GENERAL HOSPITAL BRANTFORD GENERAL HOSPITAL A WING Main Engineering & Maintenance Infection Control Release of Information Level 1 BCHS Foundation Business Cashier SC Johnson Dialysis Clinic Tim Hortons Volunteer Association Level 2 Chapel/Pastoral Care HCCSS Office
H WING Level 1 Communications & Public Affairs Medical Affairs Level 2 Administration Office
B WING
C WING
D WING
E WING
Main Environmental Services
Main Nutrition Services
Lower Level 4 Redevelopment
Level 1 Emergency Department Patient Relations Security Switchboard
Level 1 Emergency Department
Lower Level 2 Mail Room Medical Device Reprocessing Stores/Receiving
Level 2 Inpatient Rehab Level 3 Labour & Delivery Level 4 Pediatrics Level 5 Surgical Level 6 Medical B (B6) Level 7 Medical A (B7) Level 8 Medical D (B8)
Level 2 Integrated Stroke Unit Level 3 Labour & Delivery Special Care Nursery Level 4 Medically Complex Level 5 Medical Cardiology Level 6 Laboratory Level 7 Palliative/Complex Care
Lower Level 1 Day Surgery Operating Rooms Post Anesthetic Care Main Ambulatory Care Fracture/Orthopedic Clinic Internal Medicine Rapid Access Clinic (IMRAC) Oncology Clinic Patient Registration Tim Hortons 2 Level 1 Cardiac Diagnostics Diagnostic Imaging (MRI, Fluoroscopy, X-Ray, CT Scan, Nuclear Medicine, Ultrasound, Mammography, OBSP)
Lower Level 3 Boardroom Pro Resp. Purchasing Lower Level 2 Psychiatrist Offices Lower Level 1 Inpatient Mental Health Morrison Auditorium Main Diabetes Education Mohawk Classrooms 1&2 Pre-op Clinic Women's Health Clinic Level 1 Mental Health & Addictions Outpatient Mental Health Level 2 Information Technology
Level 2 Therapy Services
Level 3 Organizational Development Quality & Risk
Level 5 Critical Care
Level 4 Human Resources Level 5 Financial Services
6
PATIENT AND FAMILY HANDBOOK
WELCOME THE WILLETT THE WILLETT
A WING
B WING
Basement Facilities Planning & Engineering
Basement Nutrition Services Physiotherapy Services
Level 1 Diagnostic Imaging Security Urgent Care & Registration Volunteers Level 2 Administration Offices Diabetic Clinic & Education
C WING Level 1 Clinical Engineering Level 2 Transitional Care
www.bchsys.org
7
8
PATIENT AND FAMILY HANDBOOK
WELCOME
PATIENT EXPERIENCE Our Patient Experience Office is here to help. If you have feedback about your experience at the Brant Community Healthcare System, we want to hear from you. It helps us to provide the best healthcare possible when we hear the things we do well and what we need to improve.
PATIENT AND FAMILY ADVISORS The BCHS is always looking for people who have lived experiences in health care and willing to share their personal stories to join the Patient and Family Advisors (PFA) Team! Patient and family caregiver stories and voices help inform and inspire us to improve the health care system for people just like you. If you’re eager to make a difference in local health care please consider contacting the BCHS Patient Engagement Coordinator for more information: By Phone: 519-751-5544 extension 2177 By Email: patientfamilyadvisory@bchsys.org You can also visit our website at www.bchsys.org/PFA
COMPLIMENTS If you have a compliment to share with us, please feel free to speak with your care provider or contact the Patient Experience Office. We will share your stories with the physicians and staff that were involved in your care, unless you ask us not to.
COMPLAINTS OR SUGGESTIONS FOR IMPROVEMENT It is best to solve your concern at the time and place where they happen. We suggest that you start by speaking directly with the person who is providing your care or the manager of the unit. If you do not feel comfortable doing so or feel as though your concern has not been addressed, please contact the Patient Experience Office. Patient Experience Specialist By Phone: 519-571-5544 ext. 2395
Indigenous Patient Relations Navigator
By Email: patientexperience@bchsys.org
By Email: leigh.staats@bchsys.org
By Phone: 519-571-5544 ext. 4561
In Person: Patient Experience Office, B-Wing, Level 1 By Mail: Office of Patient Experience – 200 Terrace Hill Street Brantford, ON N3R 1G9 For more information visit www.bchsys.org/patientexperience
www.bchsys.org
9
HOSPITAL CONSTRUCTION Over the last decade, the Brantford General Hospital (BGH) has witnessed increased patient visits to our Emergency Department (ED). Our current location can no longer handle the increased patients who are presently seeking care and help. The Renovation Improvement Project in the ED, will include adding about 10,000 sq. ft. to support our doctors and staff as they provide care to residents. The construction will take approximately 3.5 years to complete. We know construction always causes interruptions and inconveniences. We appreciate the patience and support of our community as we undertake this vitally important renovation project. To learn more about redevelopment and reconstruction projects at BCHS, visit our Reimagine BCHS website at www.reimaginebchs.ca Questions can be sent to reimagine.bchs@bchsys.org
10
PATIENT AND FAMILY HANDBOOK
YOUR HOSPITAL STAY
YOUR HOSPITAL STAY WHAT TO BRING/WHAT TO LEAVE AT HOME What to bring to the hospital • •
• •
•
Bring canes, walkers, wheelchairs, hearing aids, dentures, eyeglasses, or any other aid you use. You are responsible for supplying your own toiletries and personal items such as toothbrush, toothpaste, hand soap, shampoo, tissues, deodorant, razor, shaving cream, comb and brush. Do not use powders and aerosol sprays as they may trigger the fire alarm. Due to patient and staff allergies, fragrance-free products are required. You may wish to bring your own pajamas, a robe, non-slip footwear, or pillow. Please bring all medications you are currently taking in their original containers, including any non-prescription medication, vitamins, and herbal remedies. These can be taken home once recorded by a member of your healthcare team. A change of clothes for going home.
The hospital is not responsible for lost or stolen items. Please leave valuable items at home.
YOUR HEALTHCARE TEAM You are the most important part of the healthcare team. We will work with you and your family to develop a care plan to meet your individual goals for recovery and to outline a discharge plan that helps with your successful transition back into the community. As a member of the team, you will be sharing in the decision-making about your care. Please tell your physician or nurse if you have either of the following: (documentation will be required) A. Power of Attorney for Personal Care and/or Power of Attorney for Property B. Healthcare/Advance Care Directives (i.e. Any living document that you have created when capable that will help the substitute decision maker around care decisions) Your healthcare team is easily identifiable with colour coded uniforms:
www.bchsys.org
11
Members of your healthcare team may include:
Care Coordinators from of Home and Community Care Support Services (HCCSS) will work with you and your family to plan and arrange the right care and health supports you need. They provide a wide-range of health care services and resources to support you at home, at school or in the community. The HCCSS has 14 locations across Ontario, including one specific to the Hamilton Niagara Haldimand Brant region. Care Coordinators can help you get the personal support, nursing and therapy care you need, as well as connect you with support services such as meal programs, friendly visiting and other types of services offered in your community. If it becomes too hard to live at home alone or with help, the HCCSS can explore long-term care options with you. For more information visit www.healthcareathome.ca Diet Technicians are available to all patients to assess and address questions about your meals. You may request snacks and additional beverages in between meals. Please ask your nurse to contact the diet technician if you have any questions, concerns or requests. Doctors supervise your medical care. This may be your family doctor or a specialist. If you do not have a family doctor or your family doctor does not see patients in the hospital, a Hospitalist will act as your family doctor during your hospital stay. Environmental Services Aides transport patients and perform housekeeping duties throughout the hospital. Medical Laboratory Technologists and Assistants perform a variety of laboratory tests and procedures, including the collection of blood specimens to assist physicians in diagnosing, monitoring, treating and preventing disease. Medical Radiation Technologists, Ultrasound Sonographers and ECG Technicians perform a variety of radiological imaging techniques including X-ray, fluoroscopy, CT scanning, MRI scanning, interventional radiography, mammography, ultrasound, ECGs and cardiac studies. They produce quality images used in the diagnosis, treatment and monitoring of patients. Navigators work with patients, their families and the healthcare team to help transition patients from the hospital back into the community. They help identify what care and assistance you will need and provide information about services and resources that are available in the community, as well as, navigating your through your continuum of care. Nurses work with you to facilitate your physical and emotional wellbeing. The nurse provides 24-hour care and works with you and the other members of the healthcare team.
12
PATIENT AND FAMILY HANDBOOK
YOUR HOSPITAL STAY Occupational Therapists work towards increasing independence with activities of daily living. They provide individualized treatment programs and can arrange for specialized equipment to help patients achieve their potential abilities. Personal Support Workers assist other members of the healthcare team to provide care such as feeding, bathing, getting into and out of bed, visual assessment, toileting and personal care to patients. Physiotherapists plan and carry out individually designed programs of physical treatment to maintain, improve or restore functional abilities, lessen pain, and prevent physical decline. Recreation Therapists are part of the Spiritual Integrated Health team and assess individual recreation/leisure needs. They provide therapeutic programs, leisure education, and resources to help with overall health and well-being. Registered Dietitians are available by referral for nutrition concerns or special diet requirements. The dietitian assesses, recommends and explains the need for all special diets or nutritional interventions. Respiratory Therapists care for patients that have trouble breathing; for example, from a respiratory illness, such as pneumonia or COPD. Speech-Language Pathologists work with patients and their families to assess and treat communication difficulties and to improve swallowing safety. Social Workers provide emotional support while you adjust to changes in your health and lifestyle. The social worker will help and assist you and your family in obtaining the resources needed to ease your return into the community. There is no referral required to request a meeting with our social workers. Spiritual Care Practitioners (also identified as chaplains) are professional members of the hospital’s inter-disciplinary team who come alongside patients and their families during times of crisis, transition, and healing with the intent of promoting and enhancing spiritual well-being. This may include counselling, anxiety management and deep listening, as well as offering a spiritual perspective, prayer, blessing or facilitation of sacred rituals such as sacrament of the sick or smudging. For more information on the chapel/worship centre please see page 26. Therapy Assistants provide treatment and activities under the guidance of occupational therapists, physiotherapists, and recreation therapists.
The Pharmacy Team consisting of knowledgeable pharmacists, pharmacy
technicians and pharmacy assistants deliver optimum clinical care in providing medications in a safe and timely manner. You can ask to see a pharmacist at any time during your hospital stay. Unit Clerks provide clerical support to the program and play an important role in the communication of information to the team, including you and your family or designate. www.bchsys.org
13
Volunteers play an important role in the hospital and as part of your care team. They are easily recognizable in their blue volunteer uniforms and can assist you with many aspects of care.
HOME FIRST PHILOSOPHY BCHS supports the “Home First Philosophy”. When your acute medical treatment is completed, we work with our Home and Community Care Support Services (HCCSS) partners to help you transition home with community supports where you can have help to make longer term decisions about your care.
STAYING ACTIVE IN HOSPITAL Continue to do the things you were able to do safely at home: • • • •
Sit up as much as you can, especially when you have visitors Participate in your daily care as much as you can such as brushing your teeth or washing your face Sit up in a chair for all of your meals Walk around the unit, either alone or with help, wearing non-slip footwear and using required walking aids
If you are not sure what you are safe to do, ask a member of your healthcare team.
Benefits to staying active include: • • • • •
Lungs: better breathing; better able to cough up mucous Muscles & bones: less weakness; less joint pain Skin: prevent bedsores Nutrition: better appetite; less risk of choking when eating Brain: better mood; better sleep; better able to fight infections
APPLIANCES All electrical appliances (e.g., hairdryers) brought into the hospital must be inspected by our maintenance department to ensure that they meet Canadian Standards Association standards. Please tell your care team member or caregiver if you are bringing an appliance and they will arrange for the maintenance inspection.
CALL BELLS If you need assistance from staff, press the call bell attached to your bed. This alerts the staff to come to your room.
14
PATIENT AND FAMILY HANDBOOK
YOUR HOSPITAL STAY
CO-GENDERING ROOMS BCHS has implemented all-gendering rooms to minimize the number of empty beds and unnecessary room transfers, decrease costs and to maximize patients’ healthcare time. Patients are placed in a room based on availability and illness, prior to preference of gender. If you need to be placed in a room with a patient of a different gender, we will inform you. For any questions please connect with a care team member.
DISCHARGE Discharge time is before 10:00am each day. Discharge is important because it makes hospital beds available to other patients who need them. We are counting on you and your loved one to help us follow this timeline. Please be aware that if you are cleared for discharge and for some reason cannot go home then there may be a co-payment cost applied for your extended stay. Your healthcare provider will let you know in advance when you are expected to be discharged. We suggest that you ask a loved one to accompany you home after discharge. Please make sure that you have all of your belongings, after care instructions, prescriptions and return appointments when you leave the hospital. If you have any questions or concerns about your medications, diet, activity or return appointments, ask a member of your healthcare team before you leave. If you need assistance with your discharge planning needs, please ask a member of your healthcare team to contact the navigator.
MAIL Mail sent to the hospital for patients will be delivered to them. Please have your family and friends address mail as follows: Your full name 200 Terrace Hill St. Brantford, ON N3R 1G9
MEAL SERVICE Patients will be given the option to select their meals at their bedside by letting a Nutrition Services Aide know what their preferred food options include or on a paper menu provided, depending on their diet.
Meal delivery times can be expected: Breakfast
7:45am to 8:45am
Lunch
11:45am to 1:00pm
Dinner
4:45pm to 5:45pm
For your safety, please keep bedside tray tables clear during meal time delivery. www.bchsys.org
15
PET VISITING BCHS understands that pets can help the wellbeing of patients. If you would like your pet to visit you or your family member, please speak to a member of the healthcare team who can help you to make these arrangements. (See also Service Animals, page 30).
TELEPHONES You may request to use a telephone from the nursing desk on your unit. This service is free of charge. For more information please speak to a member of your healthcare team.
TELEVISION (TV) Bedside TV Services at Brantford General Hospital are provided by LOC Medical. Bedside TV Services are rentable 24/ 7 by patients or their loved ones and provide access to 48 Digital channels including Sports, News, Major Networks and Lifestyle channels. The starting TV rental rates are as followed: • $13.00 per day • $65.00 per week • $195.00 for 30 days Please note that the pricing for weekly and 30-day rentals are applicable only to those who make a full payment in advance. All rental rates are net of applicable taxes. Information sheets will be available in patient rooms, as well as at Communication Stations. For information on how to activate bedside TV services, press “Rent TV Service” on your bedside TV. You can also contact LOC Medical at 1-800-263-1113 or support@locmedical.com For more information visit www.locmedical.com
VISITING We know how important visitors are to patients who have been admitted to the hospital, and we have a policy in place to accommodate visitors in a safe and controlled manner. On May 1, 2023, Brant Community Healthcare System (BCHS) shifted from a Universal Masking Policy to a Mask-Friendly Policy. This means that patients and families, visitors, employees, professional staff and volunteers are no longer required to wear a mask within hospital sites.
16
PATIENT AND FAMILY HANDBOOK
YOUR HOSPITAL STAY Please note the following exceptions which will continue to require masking: • Patients with acute respiratory symptoms. • Visitors may be required to wear a mask in outbreak units. • Visitors may be required to wear a mask while interacting with patients who have specific isolation precautions that must be followed. • During peak respiratory season visitors are strongly encouraged to wear a mask when visiting any inpatient units. Masks continue to be available at both BCHS sites for those who would like to wear one, and individuals will be respected and supported in their decision to do so. Additional notices: • Please use hand sanitizer when entering and leaving the building. • For visitors, if you are feeling unwell, please stay home. This will help us continue to ensure the safety and wellbeing of our staff, patients and community. • We reserve the right to restrict visiting hours when in the best interest of patients, or for infection control precautions. To learn more about visiting hours and up-to-date information, please visit www.bchsys.org/visitors
WIRELESS INTERNET (WI-FI) BCHS is pleased to offer free wireless internet service to our patients, visitors and guests. Users are requested to make a voluntary donation to our Foundation when logging on.
To login:
1. Select the “Guest” network from the available Wi-Fi connections. 2. Open your internet browser (Internet Explorer, Google Chrome, Safari, Mozilla Firefox). You will be redirected to a BCHSYS login page. 3. Select “Guests Login” 4. Select “Create Account” 5. Enter your name and email address and accept the terms of use then click register. 6. You should now be connected to the Guest network.
www.bchsys.org
17
HOSPITAL PROGRAMS & SERVICES BRANTFORD GENERAL EMERGENCY DEPARTMENT 200 Terrace Hill Street, Brantford, 519-751-5544 The Emergency Department is open 24 hours per day, every day. It is staffed by a specially trained team of emergency physicians and nurses who use guidelines from the Ontario Ministry of Health and Long-Term Care (MoHLTC) to make sure the sickest patients are seen first.
If you visit the Emergency Department, please bring: •
Your health card
•
A list of your current medications or medication containers
THE WILLETT URGENT CARE CENTRE 238 Grand River St. North in Paris, 519-442-2251 The Willett Urgent Care Centre is an acute care facility staffed by doctors and nurses to provide rapid and expert care for non-emergent conditions. We see approximately 20,000 patients each year. The Willett Urgent Care Centre is equipped to provide same-day x-ray, bloodwork and other diagnostic services. The Willett Urgent Care Centre is a valued part of the Brant Community Healthcare System. As part of our affiliation with the Brantford General Hospital, we have access to the specialists and diagnostic tests of the hospital. When should I visit The Willett Urgent Care Centre? You should visit The Willett Urgent Care Centre if any of the following apply to you: •
Coughs, colds, sore throats, ear infections
•
Urinary tract infections
•
Sprain, strains and other joint or muscle injuries
•
Suspected fractures (unless the patient cannot ambulate)
•
Mild to moderate asthma
•
Rashes
• Other acute, non-emergent issues The Willett Urgent Care Centre does not routinely renew prescriptions. The Willett Urgent Care Centre does not renew controlled substances (e.g. narcotics,
18
PATIENT AND FAMILY HANDBOOK
HOSPITAL PROGRAMS & SERVICES stimulants). Care is provided by registered nurses and a group of physicians who provide coverage for the hours at Urgent Care. The Willett Urgent Care Centre is not an Emergency department. We are not equipped to handle major trauma, obstetrical problems or emergencies. If your situation is an emergency, call 911 or proceed directly to the Brantford General Hospital Emergency Department. The hours at the Willett Urgent Care Centre are: Monday – Friday: 9:00am – 9:00pm Saturday and Sunday: 10:00am – 6:00pm If you visit the Willett Urgent Care Centre, please bring: •
A valid OHIP card
•
A list of your current medications or medication containers
PRIMARY HEALTHCARE PROVIDERS Health Care Connect is a service provided by the Ontario Ministry of Health and Long-Term Care that helps Ontarians who are without a family health care provider (family doctor or nurse practitioner) to find one. People without a family health care provider are referred to a family doctor or a nurse practitioner who is accepting new patients in their community. To find out more about this program, you can log on to the Ontario Ministry of Health and Long-Term Care website at www.health.gov.on.ca or call 1-800-445-1822.
SEXUAL ASSAULT AND DOMESTIC VIOLENCE (SADV) TREATMENT AND CARE The Sexual Assault Domestic Violence (SADV) Care team is here to help people who have experienced sexual and or domestic (intimate partner) violence. It takes courage to reach out for help. We are here to offer support and care. We see anyone from the City of Brantford, Brant, Haldimand and Norfolk counties, Six Nations and Mississaugas of the Credit First Nation. Our team provides free and confidential care to people who are survivors of sexual assault or domestic (intimate partner) violence. Our team includes nurses for care after an assault or abuse and social workers for short-term trauma counseling. For emergency medical care at any time, please go to your closest emergency department or urgent care centre. Our team of nurses are available 24 hours a day 7 days a week at the Brantford General Hospital. Our office is located in the Brantford General Hospital Emergency Room. No appointment needed. www.bchsys.org
19
All visits are confidential. Police will not be contacted without the survivor’s consent. During business hours, our team can be reached by: Phone: 519-751-5544 ext. 4449 Text: 226-387-9480 Email: infosadv@bchsys.org For more information on the services we offer and any additional information please visit www.bchsys.org/SADVsupport
INDIGENOUS SERVICES Indigenous Health & Medicine Team
Indigenous Health Services work collaboratively with leadership, staff, and physicians to improve the Indigenous patient experience at the Brant Community Healthcare System (BCHS) and advance the ideals of cultural safety therein. In an effort to improve quality of care, foster inclusivity, and promote a culturally safe environment at the BCHS, the Department of Hospital Based Medicine has introduced the physician-led implementation of a Division of Indigenous Medicine and the role of an Indigenous Patient Relations Navigator.
Indigenous Medicine at BCHS includes support with: • • • •
Understanding diagnosis, treatment, investigations and care plans through an Indigenous lens Connecting the patient with someone who understands traditional methods of health and healing Sharing their healing journey with someone who can help with their selfcare plan Assistance during your hospital stay
The Indigenous Patient Relations Navigator assists with: • •
Helping you access culturally appropriate care Providing support through community resources available to you and your family • Offering clear communications to help you and your family understand health information • Planning for your hospital discharge • Supporting and advocating for you through the patient relations process To access these supports, please speak to a member of your healthcare team or contact Indigenous Patient Relations Navigator, Leigh Staats, using one of the methods below: By Phone:
519-751-5544 ext. 4561
By Email:
leigh.staats@bchsys.org
For more information visit www.bchsys.org/indigenoushealth
20
PATIENT AND FAMILY HANDBOOK
HOSPITAL PROGRAMS & SERVICES Indigenous Family Space
We have created an Indigenous Family Space, located on A-Wing Level 8 at the Brantford General Hospital. This room is open from 8:00am to 8:00pm, but also available beyond those hours by contacting the security office at 519-751-5544 ext. 2210 for access. The Indigenous Family Room has been designated as a safe space for Indigenous patients and families to gather in body, mind, and spirit to practice their ways of healing. Please speak with a clerk for support on accessing the room. For more information on our Indigenous Family Space please visit www.bchsys.org/indigenousfamilyspace
Indigenous Cultural Safety Committee The BCHS Indigenous Cultural Safety Committee (ICSC) is a partnership of community members and healthcare providers who are committed to learn, share, and support strategies focused on improving experiences for Indigenous Health.
If you are interested in joining the ICSC, please visit our website at www.bchsys.org/indigenoushealth for the chair’s contact information.
Brant Six Nations Health Link
Health Links provide coordinated, efficient and effective care to patients with complex needs. For more information visit www.bsnhealthlink.org
Indigenous Community Resources Aboriginal Health Advocacy Committee
Phone: 519-445-2947 Email: NDG@sixnations.ca 1769 Chiefswood Rd. Ohsweken, ON N0A 1M0 Monday to Friday | 8:30am-4:30pm
Aboriginal Health Centre
Mental Health Youth Patient Navigator: 519-752-4340 ext. 237 Patient Navigation Program (Haldimand Brant): 519-750-4323 36 King Street Brantford, ON N3T 3C5 Monday to Friday | 8:30am-4:30pm www.aboriginalhealthcentre.com
www.bchsys.org
21
Brantford Region Indigenous Support Centre (BRISC)
Phone: 519-304-7400 325 West Street Unit B110 Brantford, ON N3R 3V6 www.ofifc.org
Gane Yohs Health Centre
Six Nations Sexual Health Program: 519-445-2672 ext. 247 1769 Chiefswood Rd. Ohsweken, ON N0A 1M0 www.sixnationssexualhealth.ca
Indigenous Victim Services
Six Nations Justice Department: 226-227-2192 1721 Chiefswood Rd. Ohsweken, ON N0A 1M0 Office Hours 8:30am-4:00pm For After Hours Call: 1-866-964-5920
Mississaugas of the Credit
Social and Health Services Department: 905-768-0141 Family Support Unit: 905-768-1181 659 New Credit Rd. Building #2 Hagersville, ON N0A 1H0 Monday to Friday | 8:30am – 4:30pm
Six Nations Family Health Team
Family Health Team Clinic: 519-445-4019 Email: fht@sixnations.ca 1st floor White Pines Wellness Centre 1745 Chiefswood Rd. Ohsweken, ON N0A 1M0 Monday to Friday | 8:30am-4:00pm *Wednesdays open until 8:00pm
Six Nations of the Grand River Social Services
Family Well-Being Navigator Program: 519-445-2071 ext. 4594 Email: Mninham-harvey@sixnations.ca 18 Stoneridge Circle Ohsweken, ON N0A 1M0
Six Nations Health Services
Child and Youth Health: 519-445-4983 2nd floor White Pines Wellness Centre 1745 Chiefswood Rd. Ohsweken, ON N0A 1M0 www.snhs.ca
For more resources visit www.bchsys.org/indigenoushealth
22
PATIENT AND FAMILY HANDBOOK
HOSPITAL PROGRAMS & SERVICES
MEDICAL IMAGING SERVICES Medical Imaging Services is located on D-Wing, Level 1 and provides many different types of tests including Radiology, Ultrasound, Mammography, Bone Mineral Density, Nuclear Medicine, Computerized Tomography (CT) and Magnetic Resonance Imaging (MRI); cardiac diagnostics including Stress Testing, Electrocardiography (ECG), Holter Monitoring, 2D Echo, and Electromyography (EMG). A doctor’s referral is required for all medical imaging tests with the exception of the Ontario Breast Screening Program (OBSP). To be eligible for OBSP, women must be over 50 years old, have no history of breast cancer, and no symptoms. Appointments are not needed for regular x-ray studies (chest x-ray, back x-rays etc.). Simply come to the department with the requisition from your doctor when convenient. General walk-in x-ray tests can be performed at any time between 8:00am – 8:00pm, but it is recommended to arrive before 4:00pm. All other medical imaging tests require a booked appointment coordinated by your physician’s office. Tests that require a booked appointment are performed between 7:00am and 11:00pm.
MENTAL HEALTH SERVICES The Acute Day Treatment (ADT) program is a 6 week program that consists of twice-daily appointments with its members in a group setting (5 days per week), as well as optional social-recreational groups. The ADT Program operates Monday through Friday, between 8am-4pm, and is closed on all statutory holidays and weekends. The program is offered as a hybrid model; clients are encouraged to join inperson if able, but a virtual option is available.
Acute Day Treatment
The Acute Day Treatment (ADT) program is a voluntary, transitional mental health recovery based program for outpatients that is designed to assist individuals with goal-setting, learn coping strategies, enhance daily life, connect with community resources, and learn about symptom management. The ADT program is a 6 week program that consists of twice-daily appointments with its members in a group setting (5 days per week), as well as optional socialrecreational groups. The program is offered as a hybrid model; clients are encouraged to join in-person if able, but a virtual option is available. Individuals must be at least 16 years of age to participate and only psychiatrist referrals are accepted at this time. The ADT program operates Monday through Friday, between 8am – 4pm, and is closed on all statutory holidays and weekends.
The goals and outcomes of the program include: • •
Increased ability to use healthy coping skills Positive lifestyle changes to daily routine (eating, sleep, time management, and communication) www.bchsys.org
23
•
Improved self-awareness (interests, abilities, triggers, stressors, warning signs of being unwell) • Improved access to community resources and community supports • Improved self-management of mental health symptoms • Reducing hospitalization and emergency department visits Please call 519-751-5544 ext. 2657 for any questions or more information.
Crisis Counselling
Crisis Counselling offers psychoeducation and skills for individuals with serious and persistent mental health related issues. This program offers up to three individual sessions for people aged 18+. The problem at hand must include a mental health and/or addiction issue but our service is more tailored towards a focus in mental health. There are other services in our area that focus on addiction being the prime focus. For example, Rapid Access Addiction Medicine (RAAM) and St. Leonard’s. Please note that there is a wait for this service. Priority is determined mainly by risk level and also by length of wait. Please ensure that all sections of your referral form be completed, including Risk. Incomplete referrals will be returned to you via fax for additional information. Your client’s place on the wait list will be preserved in the interim. If there is a change to your risk level, please notify intake at 519-751-5544 ext. 2329 or ext. 5530.
Early Intervention/Walking Alongside Youth (WAY)
The Early Intervention Program/Wayside Alongside Youth (WAY) Program at the Brantford General Hospital accepts referrals for people aged 16-24 years. The program accepts youth who are experiencing first or worsening mental health concerns or are transitioning from youth to adult services. WAY services the Brant, Haldimand and Norfolk areas and people referred to WAY will be asked to attend a group orientation via Zoom. Once the orientation is completed the client will be placed on the WAY-Early Intervention waitlist. Please note that waitlist times are different based on locations for services. The WAY program offers one on one counselling for up to one year and is made up of two social workers and two peer support workers. Social workers provide the one on one counselling while peer support workers provide outreach and use their personal experience of mental health and the healthcare system to promote hope that recovery is possible. For more information please contact 519-751-5544 ext. 2126
Early Psychosis Intervention
The Early Psychosis Intervention (EPI) program is a voluntary program delivered through formal partnerships between Brant Community Healthcare System and the Canadian Mental Health Association (CMHA). The EPI Family Support program is for parents, siblings, partners and friends of an individual who has been diagnosed with, or is showing signs of psychosis.
24
PATIENT AND FAMILY HANDBOOK
HOSPITAL PROGRAMS & SERVICES We provide intensive services that involve assessments, consultations, education and treatment plans. We also help clients and families identify concerns and goals and develop plans to support wellness and recovery. Our team consists of highly skilled and trained multidisciplinary team of nurses, occupational therapists, social workers/family support, and psychiatrists. We focus on coping strategies, psychological treatment, and medications within a Cognitive Behavioural Model. We endeavour to provide continuous, comprehensive, consistent psychiatric care to provide stabilization as quickly as possible to allow individuals to engage in community aftercare. The aim of this Early Psychosis Intervention (EPI) program is to equip you with the knowledge and tools of how to support both your loved one and yourself on this recovery journey.
Some of the services we offer through this program include: • • • • • •
Individual counselling Education and support groups Opportunity to connect with other families for support Coping and safety planning Involvement in the client’s care with permission Links to community resources
For more information please contact 519-751-5544 ext. 5530
Mental Health Resources
OUTPATIENT CLINICS AND SERVICES BCHS has a number of outpatient and ambulatory clinics and services available to patients who are referred by a doctor. Visit www.bchsys.org for more information and see map on page 6 for locations. Canadian Mental Health Association The CMHA provides recovery-focused (CMHA) programs and services for people of all ages and their families. Brant Haldimand Norfolk: 519-752-2998 www.bhn.cmha.ca National: www.cmha.ca
www.bchsys.org
25
PRACTICAL INFORMATION ABOUT YOUR STAY ACCESSIBILITY FOR PEOPLE WITH DISABILITIES All patients need to be able to access the services that they require. Brant Community Healthcare System (BCHS) has an Accessible Customer Service policy which includes: • • • • • • •
Procedures for assistive devices Use of service animals and support people Notices of service disruption Safe workplace accommodation Accessible formats of information upon request Training of staff, volunteers and board members A feedback process (see Patient & Client Experience on page 9).
BANK MACHINE There are three ATM cash machines available at the Brantford General Hospital: • • •
Emergency Waiting Room B-Wing, Level 1 A-Wing, Level 1 Lobby D-Wing, Level Main Lobby
CHAPEL/WORSHIP CENTRE The theme of Spiritual and Religious Care at BCHS is “Caring for People in All of Life’s Seasons.” The chapel/worship centre, located at the Brantford General Hospital (BGH) on A-Wing, Level 2, is a peaceful space with quiet sitting areas for patients and families to enjoy 24/7. In addition, a Christian worship service is held each week on Thursday mornings from 10:30am – 11:00am*. Family and friends of patients are welcome to attend and patient transport is available. Please speak with a member of your healthcare team to make arrangements. We also offer Spiritual Care crisis support for situations involving end of life care and death. Any referrals to Spiritual Care can be made in person at the Spiritual
26
PATIENT AND FAMILY HANDBOOK
PRACTICAL INFORMATION ABOUT YOUR STAY Care Office on BGH A-Wing, Level 2, via phone by calling 519-751-5544 ext. 4212, or via other healthcare providers. Important note about Community Spiritual Care Partners Our Spiritual Care team works in partnership with community faith leaders who care for patients. Patients and families are encouraged to make spiritual leaders aware that they are in hospital. The Spiritual Care team is available to help you contact these providers. *Christian Worship Services at BCHS may be cancelled or postponed when heightened safety protocols are in effect at the hospital.* For information on our Indigenous Family Space please see page 21.
FINANCE & BILLING Preferred Accommodation/Room Rates BCHS offers semi-private and private rooms. Private: $265.00/day
Semi-private: $230.00/day
When you arrive at the hospital, the registration clerk will ask you if you have semiprivate or private insurance coverage. Please review your insurance coverage and present your insurance card at the time of admission. You will be asked to sign a payment agreement form for the accommodation requested and provide insurance information for your coverage of semi-private or private accommodations. This will allow the hospital to bill the insurance company on your behalf. Please read the form carefully before signing. *Rates are subject to change.
Uninsured Costs
People living in Ontario with valid health cards are covered by the Ontario Health Insurance Plan (OHIP). This includes admission to a hospital ward room for inpatient care. Some costs NOT covered by OHIP may include, but are not limited to ambulance co-payment, medical apparatuses, casts, non-emergent patient transports, uninsured delisted procedures, complex care and alternate level of care co-payments. Please advise your care team if you have additional or out-of-county medical insurance coverage.
How to Pay Your Bill
There are many options for payment of your account. ONLINE
Online payments can be made by Visa or MasterCard. Please visit www.e-comunity.ca/payment-details to process your payment online.
www.bchsys.org
27
IN PERSON
In person payments can be made by cash, cheque, debit card or credit card. •B rantford General Hospital – The Financial Services Business Office is located in the A-Wing Level 1 lobby. The office is open Monday to Friday from 9am to 3pm (excluding holidays).
OVER THE PHONE
BY FAX
•T he Willett – Bill payments can be processed at the reception desk. Phone payments can be made by Visa, MasterCard or American Express. Please call 519-751-5544 extension 4322 during business hours. Mail payments can be made by cheque, money order or bank draft to the Brant Community Healthcare System. Do not mail cash! Please note the NSF fee is $20. Mail to: B rant Community Healthcare System Financial Services 200 Terrace Hill Street Brantford, ON, N3R 1G9
BY BANK
You can pay your bill through the following banks by either speaking with a bank teller or navigating through your banks online website/portal: •Scotiabank •TD •BMO •HSBC •CIBC •RBC Please note: When entering the account number from your statement, you must enter letters and numbers only. For example, if your account number is OP0000161/18, it must be entered as OP000016118 (slash punctuation not included).
For more information on how to pay your bill visit www.bchsys.org/billpayment
28
PATIENT AND FAMILY HANDBOOK
PRACTICAL INFORMATION ABOUT YOUR STAY
FOOD SERVICES Tim Hortons
There are two Tim Hortons locations at Brantford General Hospital – one on A-Wing, Level- 1 near the lobby, open seven days a week from 6:30am to 9:00pm. There is a second Tim Hortons kiosk* located on D-Wing, Main Level at the entrance near Ambulatory Care, open Monday to Friday from 8:30am to 3:30pm. *Kiosk hours may vary.
Cafeteria
The Cafeteria is located on the C-Wing Main Floor of the Brantford General Hospital. *Before delivering food for a patient please ask a member of your care team.*
INFORMATION DESK The Information Desk is located in D-Wing Main of the Brantford General Hospital. Our friendly volunteers can provide information about patient room numbers and directions to the clinics and services available at BCHS. Volunteers usually staff the information desk seven days a week from 8:45am to 7:15pm.
LANGUAGE INTERPRETERS BCHS is committed to providing clear, barrier-free communication for patients who do not speak English as their first language, are deaf, deafened or hard of hearing. This may include providing sign language interpretation, oral interpretation, real time captioning and/or technical devices and written materials, depending on the patient’s preferred mode of communication. Trained professional interpretation services are provided by external agencies and are paid by the hospital if required. Speak to your healthcare provider. Teletypewriter devices are available. Please contact Switchboard at 519-751-5544.
LOST ITEMS If you have lost an item at the hospital, please contact the unit or department you visited. If your item has not been located, please contact hospital security services at either location, or call 519-751-5544 ext. 4950. Please note: BCHS is not responsible for lost or stolen items.
PARKING Visitors and non-urgent patients are asked to please park in the parking garage and Lot F of the Brantford General Hospital. This parking area can be accessed from Elizabeth Street coming from either the direction of Lawrence Street or Terrace Hill Street and provides direct access to the D-Wing entrance.
www.bchsys.org
29
Alternative parking for patients and visitors can also be found in Lot C and Lot B. These lots are accessible from McClure Avenue and Terrace Hill Street. For up to date information please visit www.bchsys.org/parking Brantford General Hospital has automated parking machines. The machine at the exit gates only accepts debit or credit. If you are paying by cash, or you would prefer to pay inside the hospital please make sure that you bring your parking ticket with you when you enter the building. Parking Payment Centre machines are located at the entrances/exits of A-Wing, D-Wing, E-Wing and the Emergency Department waiting area. Parking lots at the Willett are located on Capron St. and Alexander Ave. The Willett exit gate accepts $3.00 in exact change or an exit token which can be purchased by debit or credit inside the building at the registration desk. Please be advised that parking rates are subject to change. For more information about parking visit www.bchsys.org/parking or visit the Security Office at either location.
PUBLIC TELEPHONES Public telephones and direct lines to local taxi companies are available in the entrance to A-Wing, D-Wing and E-Wing at the Brantford General Hospital.
SERVICE ANIMALS BCHS welcomes service animals who accompany people with disabilities. When an animal accompanies a patient or visitor, the animal is able to access all areas of the hospital with the patient or visitor except those areas that require special precautions/or clothing. All reasonable efforts are made to accommodate patients with service animals. To discuss further please contact a member of your care team.
VOLUNTEERS Volunteers play an important role as part of your hospital care team. You can spot volunteers easily in their blue volunteer uniforms. They are always happy to help in many areas of your care and can assist with directions and other important information about BCHS. We are grateful to all volunteers for their commitment to patients and families and the important work they do. To find out how you can become a volunteer please visit www.bchsys.org/volunteer
VENDING MACHINES Vending machines are located in the Dining Room on C Wing, Main Level and in the Emergency Department and Critical Care waiting rooms at the Brantford General Hospital.
30
PATIENT AND FAMILY HANDBOOK
PATIENT SAFETY
EMERGENCY CODES At any given time, hospitals must be prepared to respond to all emergencies that may arise within hospital facilities or the community at large. In order to ensure that the Brant Community Healthcare System (BCHS) has a coordinated effective emergency response, it is imperative that hospital emergency plans and emergency codes are regularly implemented, tested and maintained. The emergency codes system at BCHS was developed based on the standardized colour code system set by the Ontario Hospital Association (OHA) to ensure uniformity amongst hospitals province wide. Consistency across hospitals also facilitates the transition of essential information to the responding code teams to ensure optimal response, while preventing stress or panic among patients and visitors.
EMERGENCY CODES
Please see the following list of emergency codes for your awareness: Medical Codes Code
Stage 1
Stage 2
Blue
Cardiac arrest requiring Code Team response
2nd Code Blue occurring
Blue Pediatric
A single cardiac arrest of a patient within the hospital who is older than 28 days but less than 18 years and requiring a Code Team response
Multiple Code Blue patients occurring within the hospital
Navy
Medical emergency requiring Code Team response
2nd Code Navy occurring
OB
Patient delivering imminently outside of Labour and Delivery on hospital property or close to hospital property
There are multiple Code OB patients
Pink
Neonatal emergency requiring Code Team response
2nd Code Pink occurring
Transfusion
A single patient requiring an immediate and Massive Hemorrhage Protocol (MHP)
There are multiple Code Transfusion patients occurring within the hospital
Emergency Codes Code Amber Aqua Beige Black – Bomb Threat
Stage 1
Stage 2
Child missing or abducted within the site
Child missing or abducted in the community
Significant flooding, leak or water damage
Flooding, leak or water damage impacting staff and patient safety and patient care
ICT system severely impaired; workaround available
ICT system down impacting staff and patient safety and patient care
Non-specific bomb threat received
Specific bomb threat received
Not applicable
CBRNE or unknown agent intentionally released inside hospital
Black – Suspicious Package
Suspicious package assessment suggests concern
Package looks like a bomb
Black – Suspicious Vehicle
Suspicious vehicle assessment suggests concern
Vehicle looks like a bomb
Brown
Hazardous spill requiring decontamination by external resources
Contaminated or injured person; rescue decontamination required by Fire Department
DECON
Contaminated patient presents; staff can safely decontaminate
Contaminated patient presents requiring decontamination www.bchsys.org by Fire Department
Green
Horizontal or vertical evacuation
Full building evacuation
Black – CBRNE
31
hospital
Black – Suspicious Package
Suspicious package assessment suggests concern
Package looks like a bomb
Black – Suspicious Vehicle
Suspicious vehicle assessment suggests concern
Vehicle looks like a bomb
Brown
Hazardous spill requiring decontamination by external resources
Contaminated or injured person; rescue decontamination required by Fire Department
DECON
Contaminated patient presents; staff can safely decontaminate
Contaminated patient presents requiring decontamination by Fire Department
Green
Horizontal or vertical evacuation
Full building evacuation
Grey – Elevator Failure
Failure of elevators affecting patient safety
Entrapment
Grey – External Air Exclusion
External contaminated air affecting non-clinical areas
External contaminated air impacting staff and patient safety and patient care
Grey – Internal Noxious Odour/Gas Leak
Internal noxious odour/gas leak affecting non-clinical areas
Internal noxious odour/gas leak impacting staff and patient safety and patient care
Grey – Medical Gas Failure
Medical gas failure affecting non-clinical areas
Medical gas failure affecting vented patients and clinical areas
Grey – Utility Failure
Unplanned utility interruption affecting non-clinical areas
Unplanned utility interruption affecting entire site(s)
Lavender
The purpose of Code Lavender is to provide immediate emotional support to staff and physicians when a traumatic event takes place. Code Lavender supports individuals who are experiencing an episode of high or emotional distress. This is a silent code. Weather severely impacting community
Weather severely impacting the hospital; Tornado Warning issued or sighted in the area
Orange
Event-caused Mass Casualty Incident; hospital is able to operate within current capabilities
Event-caused Mass Casualty Incident requiring additional resources beyond the On-Call system
Purple
Not applicable
Hostage taking on-site
Red
Fire alarm sounded; no signs of smoke or fire
Fire alarm sounded; signs of smoke and fire
Silver
External – Lockout: person with a weapon in the community with possible threat of coming on-site
Internal – Lockdown: Person with a weapon on-site with the intent to cause harm
Staff feel threatened and require Security response
Violence requiring immediate emergency Police response
At-risk adult missing within the hospital
At-risk adult has left the building and is missing within the community
Maroon
White Yellow
FALL PREVENTION The hospital is an unfamiliar place and the effects of your illness, surgery or medications can increase the potential of experiencing a fall.
What you can do to reduce risk of falling in hospital: • • • • • • • • • • •
32
Share any and all fears or concerns you have about falling with your healthcare team Call for assistance if you are concerned with moving about, especially at night 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. This includes non-slip, well-fitting, and supportive footwear such as running shoes or slippers with heel support and tread. Ensure clothing is not going to be tripped on such as pants, skirts, or housecoats that are too long Wear glasses and/or hearing aids as needed Take medications as prescribed Use recommended walking aids and supports Participate in regular and safe physical activity Eat healthy, regular, and well-balanced meals
PATIENT AND FAMILY HANDBOOK
PATIENT SAFETY
BLOOD CLOT PREVENTION • • • • • •
Work with your healthcare team to determine if you are receiving, or should be receiving, clot prevention medication or stockings Read the “Preventing Blood Clots in Hospital” brochure given on admission Resume normal physical activity and walking as soon as possible and safe to do so Report any pain in your chest, shortness of breath, pain, swelling, or redness in your leg to a member of your healthcare team Drink plenty of water to keep hydrated (unless on fluid restriction) Exercise your legs and feet throughout your stay
MEDICATION Review all medication you are taking with your care team including all prescription medications, vitamins, herbal remedies and over-the-counter medications. Bring a current medication list whenever you go to the hospital or your doctor’s office. Let your care team know if you have any allergies or reactions to any medications, food or latex. If you do not recognize a medication, verify that it is prescribed for you. If you do not understand what or why you are taking a certain medication, ask your care team or your pharmacist for help. At the end of your hospital visit, you will be given a list of current medications to take while at home. It is recommended that you review this medication list with your pharmacist and bring it with you to your next doctor’s appointment. Please be sure to throw away any medication lists that are not up to date.
INFECTION PREVENTION AND CONTROL Tips to help decrease the spread of infection •
• • • •
Cleaning your hands is the best way to avoid infection. Hand sanitizer is available throughout our hospitals and outside each patient room. To clean your hands take one pump of the sanitizer and rub all surfaces of your hands until it is completely dry. Remember to clean your hands before your meals, after using the toilet and before leaving and returning to your room When your hands are visibly dirty, use soap and water instead of hand sanitizer Cover your mouth when you cough or sneeze or cough/ sneeze into your shoulder or sleeve – not your hands Place tissues in the trash right after using, and clean your hands If family or friends are not feeling well or have a fever, cough, cold, sore throat, rash, diarrhea or vomiting they must not visit the hospital. www.bchsys.org
33
•
It is standard practice for patients to wear a mask if they are isolated for respiratory infection, when a health care provider comes into their room, when they have a visitor and when they leave their room for any reason.
Special Signs
Some patients will have an extra precautions sign posted on their door to prevent germs from spreading from person to person. Please follow all safety precautions to protect yourself, other patients, visitors and hospital staff. Special door signs include pictures of what must be done to keep everyone safe.
When I am visiting a patient, what am I expected to do? •
Look at the door sign to know what kind of personal protective equipment (PPE) to put on before entering the room.
•
Before entering and when leaving the room, clean your hands with alcohol hand rub.
•
Before you leave the room, take off your gloves and put them in the trash by the door. Remove gown and put it in the laundry hamper by the door; clean your hands with alcohol hand rub before touching anything.
•
If wearing a mask take it off, throw it in the garbage and clean your hands again
•
Do not re-use gowns, gloves and mask – use fresh PPE each time.
•
Do not leave the room wearing the gloves and gown for any reason, as this will spread the germs to other surfaces and people.
What are patients supposed to do?
It is very important that you clean your hands with alcohol-based hand rub before leaving your room and frequently while you are out of your room. If you have questions about how to do this please talk to a member of your care team. Before leaving your room you must ensure that you: 1. Clean your hands 2. Wear a clean hospital gown or clean clothes 3. Follow instructions from your care team
34
•
Patients who have a precaution sign on their door may have to restrict activity outside of their room
•
Read all patient information sheets provided by your care team
•
If you have questions about what to do or why, please ask a member of your care team
PATIENT AND FAMILY HANDBOOK
PATIENT SAFETY Why are patients swabbed when they are admitted?
The hospital takes many steps to help prevent the spread of germs. Some patients are at higher risk for carrying certain germs. For these reasons, patients have their nose and bottom swabbed to see if they are carrying these germs.
HARM REDUCTION The Brant Community Healthcare System (BCHS) is committed to reducing the health, social, and economic consequences of substance use by engaging in harm reduction strategies. Harm Reduction encompasses both a philosophy of care and group of interventions that focus on the individual and their needs to help decrease consequences associated with substance use. The focus of harm reduction is on modifying or mitigating the risks associated with unsafe substance use practices through meeting patients where they are at, while not being contingent on reducing use or become abstinent. At BCHS, harm reduction strategies include the provision of harm reduction equipment, education, and referrals to treatment, primary care, and social services. For any patient that engages in substance use and is registered and/or admitted to the BCHS, safer use equipment, such as inhalation and injection kits, and naloxone kits are available to help minimize the risk of infection, spread of communicable diseases, and prevent opioid overdose. Additionally, BCHS offers on-site access (available Monday to Friday) to evidence based addictions care for individuals presenting to the Emergency Department with Opioid Use Disorder and/or Opioid Overdose. This care is delivered by a Nurse Practitioner from BCHS and an Addictions Case Manager from St. Leonard’s Community Services. *Some information is derived from the Canadian Research Institute in Substance Misuse (2021)
PATIENT CONFIDENTIALITY AND PRIVACY Patients have the right to expect that their personal health information about their attendance, condition or treatment at BCHS will be used by and are available to only those individuals involved in their circle of care or the advancement of medical care in general. BCHS is committed to keeping your health information private and confidential.
PHOTO ID BADGES All hospital staff, physicians and volunteers are required to wear their identification badge with their name, job title and photograph.
www.bchsys.org
35
PHOTOGRAPHS To protect the privacy of our patients, visitors and staff and in accordance with privacy legislation and BCHS policy the taking of still and video images without consent is strictly prohibited.
PRESSURE INJURIES Pressure injuries, also known as pressure wounds, develop on your skin and underlying tissue when there is a constant pressure over a long period of time. They typically develop on skin around bony areas of the body such as your heels, ankles, hips and tailbone, or around medical devices.
What can I do to prevent a pressure injury?
Your health care provider can perform a full risk assessment that includes reviewing your skin condition. You can take the pressure off your skin by shifting in bed every 2 hours and shifting every 15 minutes when sitting in a chair. Please ask your caregiver to help if you have difficulty moving on your own. You can take care of your skin by keeping your skin clean and moisturized. If you have bowel or bladder incontinence, it’s important that you clean and dry your skin right away. You can use cream as a protective barrier and eat a healthy die to protect against skin breakdown. It is helpful if you can avoid smoking as it dries out the skin and decreases circulation which slows down healing.
What happens if I have a pressure injury?
Your health care provider will work with other professionals to develop you care plan in a way that ensures your needs, concerns, and preferences are all taken into consideration. This includes nurses, dieticians, occupational and physiotherapists, and pharmacists. If you have any questions about your treatment or would like more information, please speak with a member of your care team about what you can do to prevent or deal with pressure injuries.
RELEASE OF INFORMATION Due to privacy laws regarding patient confidentiality, all release of patient information must occur through our Health Records department. Privacy legislation states that only the patient, their substitute decision maker (SDM) or, if deceased, the Executor of the Estate, is able to consent to the disclosure of information. If you are the SDM, the Executor of the Estate or have questions about the process of releasing information, please contact the BCHS Health Records Department:
36
PATIENT AND FAMILY HANDBOOK
PATIENT SAFETY Phone Number: 519-751-5544 Fax Number: 519-751-5867 Email: ROI@bchsys.org You can also visit our website at: www.bchsys.org/healthrecords
SCENT FREE & ALLERGIES Scented products make health problems such as asthma, respiratory conditions, allergies and migraines worse. The use of perfumes, colognes, aftershave, lotion, and body spray are not permitted. Highly scented flowers such as roses, lilies, and hyacinths must be sent home with family. Latex balloons are also not permitted.
SECURITY SERVICES Security staff is on site at The Brantford General Hospital and The Willett Hospital, 24 hours a day, every day. They are vital for patient, staff and visitor safety and by responding to many different types of calls every day. From helping patients find their way to assisting in emergencies, the security team at BCHS is always here to help. Their BGH office is located at the Emergency Department entrance and on the main floor hall of The The Willett. If you notice any suspicious activity or need security, call the security department at extension 519-751-5544 ext. 4950.
SMOKING RESTRICTIONS BCHS is a 100% tobacco-free property. Smoking and/or vaping is not permitted within the hospital, on all hospital property, in parking lots and garages, and in all vehicles on hospital property. We ask that you leave all tobacco products at home while attending the BCHS locations. For inpatients who wish to quit smoking or to manage nicotine withdrawal while in hospital, we work with you to ensure referrals to a health unit where Nicotine Replacement Therapy (NRT) is provided. Please ask your care provider. We appreciate your cooperation in providing a healthy and safe environment for everyone.
www.bchsys.org
37
The Brant Community Healthcare System Foundation The Brant Community Healthcare System (BCHS) Foundation relies on the generous support of our many donors to ensure we are able to meet the healthcare needs of our patients, both today and tomorrow. The BCHS Foundation is committed to raising critical funds to ensure a strong healthcare system for our community. Your support of the BCHS Foundation helps us purchase medical equipment that is not paid for by the Ministry of Health and Long-Term Care, provide essential resources to maintain the exceptional level of compassionate patient care, and invest in new and innovative technology. If you are interested in learning more about the BCHS Foundation and find out how you can help to build a healthier community, please contact us today! We are located on the main floor of The Brantford General in the A-Wing.
?
didyou know
The proceeds from your Tim Hortons coffee purchase at the BCHS helps to purchase patient equipment.
You can recognize a caregiver for delivering exceptional patient care through the BCHS Foundation Grateful Family program. Over the past 12 years, the BCHS Foundation has granted more than $21.7 million to the BCHS to benefit patient care!
Learn more at www.bchsysfoundation.org
together, community we are transforming healthcare in our
Brant Community Healthcare System Foundation 200 Terrace Hill Street Brantford, ON N3R 1G9 phone 519-751-5510 Check us out online: www.bchsysfoundation.org Like us on Facebook Follow us on Twitter @BCHSFoundation Watch us on YouTube BCHS Foundation
Donate online at www.bchsysfoundation.org/donate
38
PATIENT AND FAMILY HANDBOOK
FOUNDATION
together, community
Brant Community Healthcare System Foundation
we are transforming healthcare in our
200 Terrace Hill Street, Brantford, ON N3R 1G9 519-751-5510 foundation@bchsys.org www.bchsysfoundation.org I wish to remain anonymous
Please support one of our Pillars of Care
Regular Monthly Gift (OPTION A)* Pre-authorized giving from my bank account (please include a voided cheque)
Top Priority Fund
Gift Amount $..........................................................................................................
Patient Equipment
(on or about the 25th of each month)
Other: .......................................................................................................................... For more ways to support, please contact the BCHS Foundation office directly at 519-751-5510.
Personal Information Please fill out your contact information below. .......................................................................................................................................................
Name (Individual or Company name)
.......................................................................................................................................................
Address
.......................................................................................................................................................
Pre-authorized giving from my credit card (please complete credit card information) Gift Amount $.......................................................................................................... (on or about the 25th of each month)
One Time Gift (OPTION B) Enclosed is my gift of $ .................................................................... (please make your cheque payable to the BCHS Foundation) Please charge my credit card $ .............................................. (please complete credit card information)
Credit Card Information .......................................................................................................................................................
City
Visa
Mastercard
AMEX
.......................................................................................................................................................
.....................................................................................................................................................
.......................................................................................................................................................
.....................................................................................................................................................
.......................................................................................................................................................
.....................................................................................................................................................
.......................................................................................................................................................
.....................................................................................................................................................
Province
Postal Code
Phone Number
Email Address
Card Number
Expiry Date
Cardholder’s Signature
Cardholder’s name as it appears on the card
The Brant Community Healthcare System (BCHS) Foundation respects your privacy. We do not rent, sell, trade or otherwise share our mailing lists. Your contact information is used to keep you informed and provide you with opportunities to be involved with the BCHS and the BCHS Foundation. If at any time you wish to be removed from our mailing list, or wish additional information about the BCHS or the BCHS Foundation, please contact us by phone at 519-751-5510 or email: foundation@bchsys.org. Please allow 10 business days for staff to update our records.
Donate online at www.bchsysfoundation.org/donate
www.bchsys.org
39
Notes:
40
NOTES
PATIENT AND FAMILY HANDBOOK
ADVERTISING
INDEX OF CONTRIBUTING ADVERTISERS Brant Community Healthcare System is extremely grateful to all advertisers for helping to make this guide possible. Please note that an advertisement in this guide does not imply an endorsement by Brant Community Healthcare System.
ACCOMMODATIONS
Best Western .................................................. 43
AUTISM SERVICES
Woodview Mental Health & Autism Services ....45
MEDICAL EQUIPMENT AND SUPPLIES
Action Medical ................................................ 42
MEMBER OF PARLIAMENT BRANTFORD-BRANT
COMMUNITY HEALTH CENTRE
Larry Brock MP Brantford-Brant...................... 45
DENTISTRY
MEMBER OF PROVINCIAL PARLIAMENT - BRANTFORDBRANT
Grand River Community Health...................... 43 Clarence Street Dental Group ........................ 43
FAMILY COUNSELLING
Guthrie and Associates Inc. ........................... 45
FUNERAL SERVICES
Tranquility Burial & Cremation......................... 47
HEALTH CARE EQUIPMENT
Will Bouma MPP Brantford-Brant.................... 47
MENTAL HEALTH
Canadian Mental Health ................................. 44
MENTAL HEALTH SERVICES
Woodview Mental Health & Autism Services .... 45
MOBILITY
Silver Cross .................................................... 46
Action Medical ................................................ 42
HOME HEALTH CARE
OXYGEN
Concepts of Care ........................................... 44
Absolute Respiratory ...................................... 43
HOME HEALTH CARE SUPPLIES
RETIREMENT LIVING
Action Medical ................................................ 42
LONG TERM CARE HOME
Brierwood Gardens Retirement Residence..... 42
Brierwood Gardens Retirement Residence..... 42 Queensview Retirement...........Inside front cover
SLEEP THERAPY
Absolute Respiratory ...................................... 43
www.bchsys.org
41
M
CA
L
Your 1st Choice for Mobility & Home Health Care
ED
Scooters • Wheelchairs • Hospital Beds Walkers • Support Stockings Incontinent Supplies • Lift Chairs Stair Lifts • Daily Living Aids
Authorized dealer for ADP, DVA, ODSP, NIHB, WSIB, Insurance companies, and Charitable organizations.
130 Clarence St., Brantford, ON N3T 2V5
www.actionmedical.ca
42
PATIENT AND FAMILY HANDBOOK
519.756.8889 1.877.756.8889
ADVERTISING Grand River Community Health Centre
Primary health care, health & wellness programs, and community development initiatives. • Full Service Home Respiratory Care • Registered Respiratory Therapists • Locally Owned & Operated Stop by & see local owner Lyndsey Ross today! SIMCOE OFFICE
TILLSONBURG OFFICE
519.426.1113
519.842.5353
92 Norfolk Street South, Unit B, Simcoe, Ontario, N3Y 2W2
169 Broadway Street, Unit A Tillsonburg, ON N4G 3P9
www.absolute-respiratory.com
COPD Program • Memory Clinic • Fitness Programs Group Programs including Stitch n Chat, 2SLGBTQ+ Social, Men in Action, Notes and Beats, Acting Up, Breakfast Club, Gender Journey, Mood for Thought: Coping with Anxiety/Depression Nutrition/ Cooking and more! ALL PROGRAMS ARE FREE! See our website or Facebook page for program dates & info.
363 Colborne St, Brantford ON | tel. 519.754.0777 WWW.GRANDRIVERCHC.CA A community where we work together to achieve equity, belonging, health and wellbeing for all.
While you are here
BGH Preferred Rates
158 Guest Rooms & Suites Full Service Restaurant, Bar + Patio Heated Indoor Pool & Exercise Facilities Private Meeting Rooms & Banquet Halls For Any Size Event - Anniversaries, Celebrations of Life, Family Gatherings, Weddings & More! Complimentary Restaurant-Style Breakfast, Parking, WiFi, Local & Long Distance Calling
you are home.
Located minutes from hospital at 19 Holiday Drive, Brantford 519-753-8651 | 877-341-1234 bestwesternbrantford.com
GENERAL & FAMILY DENTISTRY DENTAL HYGIENE ENDODONTICS PERIODONTICS ORTHODONTICS DENTURES ORAL SURGERY AFTER-HOURS DENTAL EMERGENCY? MESSAGE OUR TEXTLINE: 226-286-8829
519-756-8080 clarencestreetdental@gmail.com 1325 Clarence St S, Unit 1, Brantford, ON N3S 0C7
www.bchsys.org
43
Canadian Mental Health Association
Brant-Haldimand-Norfolk Branch
Family members don’t always know where to turn for support when they have a loved one living with mental illness.
44 King Street, Suite 203 Brantford, ON N3T 3C7 395 Queensway West, Simcoe, N3Y 2N4
Toll free: 1-888-750-7778 Tel: 519-752-2998 ext. 112 | Fax: 519-752-2717 @CMHABrantHaldimandNorfolk
@cmhaBHN
H E L P I N G P E O P L E M O V E F O R WA R D
bhn.cmha.ca
44
PATIENT AND FAMILY HANDBOOK
ADVERTISING
Guthrie
& Associates life is for living! SPECIALIZING IN:
Individual, Couple & Family Counselling Child and Adolescent Counselling Financial Counselling • Critical Incident Debriefing
P. 519 752 8280 info@guthrieandassociates.com 108 St. George Street, Suite 5 Brantford, Ontario N3R 1V6
108 St. George Street, Suite 3 Brantford, ON N3R 1V6
See this publication and more at:
patientdirectory.ca
mental health & autism services
Right Care Right Time Right Place Woodview’s goal is to ensure children, youth and families are getting the right mental health care at the right time, and in the right place. If your child or youth are under 18, you can connect with Woodview directly by phone. text, email or on our website. Call 519-752-5308 & press '0'
Quality Healthcare Publications http://patientdirectory.ca
www.facebook.com/patientdirectory.ca
Text 226-920-4472 Email general@woodview.ca woodview.ca/brantford-mental-health
643 Park Road North (Main Office) Harmony Square, #106-107 (Youth Hub) 25 Bell Lane (Brantford Autism Services) + additional community spaces
www.bchsys.org
45
Helping You Stay at Home Our staff carefully works alongside healthcare professionals to provide the best solutions for clients – from ceiling lifts to stairlifts, from bath safety to walkers and wheelchairs. We provide free in-home assessments, delivery, professional installation service and some rental programs. We are also pleased to assist clients with funding program applications. Authorized ADP Vendor
479 Queensway W. Simcoe 519.426.0525 | 1.800.597.7725 silvercrossstores.com
stairlifts • porch lifts • ceiling lifts • hospital beds • wheelchairs • walkers • bath safety • daily living aids
46
PATIENT AND FAMILY HANDBOOK
ADVERTISING
(519) 757-1654 24 Hrs Service
DIRECT CREMATION All Inclusive
$2184
Service Charge OSB Cremation Container Coroner Fee Death Registration Cremation Fee (Holy Cross) HST 276 St Paul Avenue Brantford General Hospital tranquilitycremation.com Brantford’s Funeral Home Alternative *Prices subject to change without notice
Please remember that visitors are not to visit at any time if they feel ill in any way, with fever, headache, sore throat, chills, cough, muscle aches, etc.
www.bchsys.org
47
Revised October 2023