Providence Care Hospital. Hospital Handbook

Providence Care is Southeastern Ontario’s leading provider of specialized care in aging, mental health and rehabilitation.

Continuing the legacy of our Founders, the Sisters of Providence of St. Vincent de Paul, the organization consists of Providence Care Hospital, Providence Transitional Care Centre, Providence Manor long-term care home, Hospice Kingston, and more than 15 community based mental health and support services across the region.

Fully-affiliated with Queen’s University and St. Lawrence College, Providence Care is a member of the Council of Academic Hospitals of Ontario, and is a centre for healthcare, education and research. We are more than healthcare; we promote independence, enhance quality of life and redefine traditional healthcare through partnerships, innovation and research.

Our Vision

We will shape the future by redefining care in aging, mental health and rehabilitation.

Our Values

Respect & Dignity – We believe in the inherent worth and excellence of all people.

Compassion – We are sympathetic and conscious of the needs of others, and have a deep desire to respond.

Stewardship – We embrace our role in the responsible management of all that is entrusted to our care.

Our Mission

Providence Care, a Catholic health organization, is strengthened by the spirit and tradition of our Founders, the Sisters of Providence of St. Vincent de Paul. We instill hope and enhance the quality of life of the people we serve. Through partnership and innovation, we excel in care, education and research to meet the needs of the whole person.

752 King Street West

Kingston, ON K7L 4X3

Phone Number: 613-544-4900

Email: info@providencecare.ca

ProvidenceCare.ca

01 Providence Care Hospital - Who we are...

Traditional lands

Providence Care is situated on the traditional and ancestral lands of the Algonquin, Anishanaabe, Haudenosaunee, Mississauga, and Wendat peoples.

Accessible

PCH was carefully designed to be accessible for all people, regardless of abilities. There are accessible washrooms and care spaces throughout the building, and corridors/pathways are designed to be safe for people who use walkers or wheelchairs. To read the Providence Care Multi-Year Accessibiliy Plan,

Scent-sensitive environment

For the safety and comfort of those with allergies and scent sensitivities, please do not wear scented products or bring scented flowers when you come to PCH.

Local florists are able to suggest no-scent floral options. Scented personal products include shampoos and conditioners, hairsprays, deodorants, colognes and aftershaves, perfumes, and lotions.

Respectful environment

Providence Care values respect, dignity and compassion, and we work to ensure our patients, clients, residents, families, visitors, staff, and volunteers are treated with care. In keeping with these values, abusive, aggressive or violent language or behaviour is not tolerated in our facilities. Thank you for your cooperation in making PCH a safe place to be for all.

Working toward designation under the French Language Services Act

Providence Care is working towards being able to provide services in both official languages. Signage throughout PCH is bilingual, and where possible information is made available in English and French at point of service. Please speak to your care team if you require services in French or other languages.

Smoke & vape free environment

In accordance with the Smoke-Free Ontario Act, smoking and vaping are not permitted anywhere at PCH. This includes inside the building as well as the entire PCH grounds. Smoking and vaping are not permitted in the parking lot or while seated inside a parked vehicle. Violators are subject to fines and disciplinary action. For information about support to quit smoking, see page 16.

02 Finding your way

PCH is a large building with many different destinations, rooms and spaces. Finding your way around may seem challenging at first, but there are several elements incorporated into the design of the hospital to help you locate where you need to go.

Welcome desk

As soon as you come in the Main Entrance you will see the Welcome Desk. Reception Services staff and volunteers are at the desk from morning to evening to answer questions and help you find your way.

Fixed signage

At every entrance to the hospital, including the Main Entrance, you will find a wall-mounted map of PCH. There are also maps outside of every elevator indicating where you are. Signage throughout the building will help direct you to key destinations and care areas.

Signs, wall colours and other interior design elements

Purple and Red: Spaces located in the Downtown of PCH such as the Welcome Desk, the Cafeteria and Clinics are marked with purple and red on our maps and signage. These are the most public spaces in the hospital and are accessed by outpatients and inpatients.

Orange, Blue and Green: Inpatient units are located in three wings of the hospital. Each wing has signage and wall colouring in a specific colour to help identify your location:

Heritage – Orange

Lakeview – Blue

Parkside – Green

Names of inpatient wings: Heritage, Lakeview, Parkside

The inspiration for the design of PCH comes from our location at the water’s edge of Lake Ontario. The names of our three inpatient wings reflect our immediate surroundings:

INPATIENT UNITS

Heritage

Looks towards the heritage lands, including the Rockwood building

Lakeview

Overlooks the waterfront

DOWNTOWN

Parkside

Closest to Lake Ontario Park

Room numbers

Room numbers all begin with a letter indicating what area of the hospital you are in: H (Heritage), L (Lakeview), P (Parkside), D (Downtown), followed by the level (0, 1, 2) and then the room number.

Inpatient rooms are numbered 1 through 290. There are no duplicate room numbers at PCH. Each inpatient unit is made up of three, 10-bed pods. The room numbers are visible above each pod entrance if you stand by the Care Desk.

Level 1

Areas of Interest

Level 2

At PCH we know how important it is for patients and clients to see their families and friends.

In light of the COVID-19 pandemic, visitor restrictions may be implemented and are subject to change.

For up-to-date information about our visiting policy, visit ProvidenceCare.ca/COVID-19.

The Main Entrance is open from 6 a.m. to 10 p.m. After 10 p.m. the doors are locked. Visitors can enter the hospital by using the intercom and a Protection Services officer will open the doors.

Contacting PCH

By phone: 613-544-4900

By email: info@providencecare.ca

By mail: Providence Care Hospital

752 King St. West

Kingston, ON K7L 4X3

Mail to PCH inpatients must include the following on the envelope:

Inpatient Name

Inpatient Unit (e.g. Heritage 1)

Mail is delivered to patients and clients every morning, Monday through Friday.

Patients and clients can also receive email. Send messages to: emailapchpatient@providencecare.ca

Getting to PCH

By bus: Kingston Transit stops at the corner of King Street West and Portsmouth Avenue. Both the Express and regular routes make scheduled stops here. For information regarding bus routes visit www.cityofkingston.ca

By bicycle: There is a covered bicycle shelter near the Main Entrance. Cyclists are encouraged to lock their equipment. Providence Care is not responsible for any lost, damaged or stolen bicycles.

By car: PCH is located at 752 King Street West. Enter the campus at the lights at Portsmouth Avenue and King Street West. Continue straight following the signs for the Main Entrance.

Parking at PCH

Parking at PCH is on a ‘pay-on-exit’ gated system. Press the button for a ticket at the entry gate. Take your ticket with you and pay before leaving. There is one pay station located in the Main Lobby and two in the parking lot. Visitors are encouraged to pay at one of the pay stations to avoid lineups at the gate. Visitors can pay by cash, debit or credit at any of the pay stations, and by debit or credit only at the gate. The validated ticket can be used at the exit gate for 15 minutes after payment is received. From midnight to noon, two lanes are programmed so visitors can enter the parking lot. From noon to midnight, two lanes are programmed so visitors can exit.

Parking rates:

Daily pay-on-exit

$2 for the first hour

$1 for every 30 minutes thereafter

$6 daily maximum (24-hour period), no in/out privileges

10-exit pass*

$50 for 10 passes

One pass allows in/out privileges for 24-hours from time of first entry

Monthly rate*

$41 per month for patients, clients & visitors

$70 for staff, students & affiliates

Unlimited in/out privileges

*Available for purchase at the Cashier’s Office.

Accessible and reduced mobility parking

Accessible parking spaces are located closest to the Main Entrance. All vehicles parked here must display a valid Accessible Parking Permit issued by the Ministry of Transportation.

The parking spaces closest to the Main Entrance, with the exception of Accessibility Parking spaces, are designated for individuals with mobility issues on weekdays (Monday to Friday, 8 a.m. to 5 p.m.).

KingStreetWest

If you encounter a problem, have a payment question, or experience difficulty with parking, please contact Protection Services at 613-544-4900 ext. 51053.

Up-to-date parking information is available on our website at ProvidenceCare.ca.

Staff Parking

Parking for patients, clients, visitors, and volunteers

Parking for individuals with reduced mobility (M-F, 8 a.m. – 5 p.m.)

Accessible Parking Pay Station Kingston Transit bus stop

At PCH – While you are here

WiFi

Complimentary WiFi is available throughout the building. Select ‘PC_GUEST_WIFI’ in your network settings. You will be prompted to log in with Facebook or to create an account. Read the Acceptable Use Policy and click ‘Accept’. Individuals can use the created account on up to three devices.

Digital information screens

Digital screens, located throughout the building, provide information about events, volunteer-led activities and other relevant information (e.g. Smoke and Vape Free, Parking, WiFi, etc.).

Telephones

There is a payphone located in the Main Lobby for public use. To make a local call from a PCH phone, you must dial 9 to access an outside line. Long distance phone calls must be made by using a calling card or prepaid phone service.

Diversity and social inclusion

Providence Care is committed to fostering a respectful environment and responding to the diverse needs and backgrounds of our patients and clients. We invite and encourage you to share any information with us, to help with the services we provide you.

Spiritual health

The Spiritual Health department at PCH provides compassionate care to the whole person and their loved ones, and recognize their needs are spiritual, emotional, physical, and social. Spiritual Health Practitioners respond to all persons, respecting their beliefs, values and traditions. For specific needs, and if the patient or client requests it, Spiritual Health Practitioners can contact a representative from a person’s religious affiliation.

The Worship Centre is located on Level 2, and is intended to facilitate diverse spiritual health practices including ceremonies and religious services, personal reflection, meditation, and prayer.

The Worship Centre features a labyrinth based on the famous labyrinth in Chartres Cathedral in France. It encourages meditative movement, whether you are walking or in a wheelchair. The Worship Centre is a welcoming place for every person, regardless of beliefs, to find and feel sanctuary.

Also located on Level 2, is the Meditation Room. It is designed for individuals of all faiths and can be used for small group or individual spiritual health practices including prayers, mindfulness exercises, spirituality groups, yoga, T’ai Chi, and meditation. The Meditation Room features the four cardinal directions on the floor and walls, as well as the Qibla direction on the wall, so individuals can orient

themselves in specific directions for worship and prayer. The Meditation Room is also equipped with ventilation enabling Indigenous people and others to participate in smudging ceremonies used for healing and centering.

Overlooking Lake Ontario Park, the Healing Garden is an exterior worship space that is fully landscaped with walking paths, a Classic labyrinth and seating areas. Its design offers a peaceful sanctuary among nature and offers opportunities for spiritual renewal and centering.

For more information on scheduled services or on the use of these spaces you can visit our website at ProvidenceCare.ca or contact the Director, Spiritual Health, Mission & Ethics at 613-544-4900 ext. 53383.

Therapy and wellness

The Therapy Pool is located on Level 0. The pool is heated and equipped with a ramp to assist clients into the water. The pool can be rented by community groups and is available to individuals during Community Pay Pool times.

Please book your Community Pay Pool time in advance by calling 613-544-4900 ext. 50321. Tickets are $3 each and can be purchased Monday to Friday, from 8 a.m. to 4 p.m. at the Cashier’s Office, located on Level 1 beside the Welcome Desk. After 4 p.m. tickets can be purchased from Reception Services, located at the Welcome Desk.

Up-to-date pool schedule and booking guidelines are available at ProvidenceCare.ca.

The Gymnasium is located on Level 0 near the Therapy Pool. It has adjustable basketball nets and other features to provide active space for patients and clients. Community groups may also book the Gymnasium during identified times.

The Walking Track is located on Level 1 near the Rehabilitation Therapy Centre. It is 50-metres and runs in a loop overlooking the Gymnasium. The track is used by inpatients for therapyrelated activities Monday to Friday. On evenings and weekends, the track is open to individuals for unsupervised use.

Art Hive

Located on Level 1, the Art Hive fosters creativity and social inclusion through art, music, research, and technology. The space is open to patients, clients, their families as well as staff.

Email arthive@providencecare.ca for the schedule and more information.

Outdoor areas

PCH has many outdoor spaces which support the overall health and wellbeing of patients, clients and staff. Outdoor courtyards, gardens and terraces provide a comfortable place for visits, social activities and interaction with nature, as well as additional therapy areas and resting spaces.

The following are publiclyaccessible spaces:

Healing Garden and Labyrinth, located near the Cafeteria Patio and beside Parkside 0

Cafeteria Patio, accessible from the Cafeteria for seasonal use

Gardens and walking paths

Downtown Courtyard* on Level 0

Rehabilitation Therapy Centre Courtyard, located near the Main Entrance and the Rehabilitation Therapy Centre, provides different terrains for therapy activities There are also outdoor spaces accessible on each inpatient unit, without requiring users to take stairs or elevators:

Screened-in porches

Courtyards**

*Some courtyards are equipped with a barbeque. Regulations require these be operated by trained staff only.

**The courtyards pictured here are of ground level only. Courtyards above ground are noted for location only.

Healing Garden

Cafeteria Patio

Downtown Courtyard

Rehabilitation Therapy Centre Courtyard

Heritage 1 Courtyard

Heritage 0 High Secure Courtyard

Heritage 0 Secure Courtyard

Heritage 0 Courtyard

Lakeview 1 Courtyard

Lakeview 0 Courtyard

Parkside 1 Courtyard

Parkside 0 Courtyard

Parkside 2 Courtyard

Lakeview 2 Courtyard

Heritage 2 Courtyard

Meeting rooms and other shared spaces

There are several meeting rooms located throughout PCH. During business hours, they are used primarily by Providence Care to support clinical and operational needs. Some spaces are designed specifically for use by clinicians, patients, clients, and families, while others are equipped to support a wider range of activities including presentations with audio-visual needs.

Meeting Rooms and shared spaces can be booked by staff. Patients, clients and family members can speak to a member of their care team if they have questions about booking a meeting room or other shared space.

Up-to-date information on bookable spaces is available at ProvidenceCare.ca.

The Learning Centre

The Learning Centre features a large gathering space called Founders’ Hall, as well as classrooms, computer labs, washrooms, a kitchenette, and a coatroom. It is a venue for educational and other activities for patients, clients, families, Providence Care staff, partner health service providers, and community members. Information on how to book the Learning Centre can be found at ProvidenceCare.ca, or by emailing planning@providencecare.ca.

Food and drink at PCH

The Limestone Terrace Cafeteria is located on Level 1 and operated by Sodexo. The Cafeteria features a selection of Starbucks beverages, alongside Sodexo’s wide variety of freshly baked items, innovative hot food menu and cold grab-and-go features. All items are prepared fresh daily. The Cafeteria offers a twolevel indoor seating area as well as an outdoor patio for seasonal use. There is also a microwave and water

The Cafeteria is open Monday to Friday, from 6:30 a.m. to 4:30 p.m. and 10 a.m. to 2 p.m. on weekends. Please note: Cafeteria hours are subject to change. For current service hours, please refer to signage in the Cafeteria or visit ProvidenceCare.ca

Coffee, food and snacks by JobWell

We are proud to feature the At the Lake Café in our Main Entrance on Level 1. Operated by the Jobwell, (formerly Voices, Opportunities and Choices Employment Club (VOCEC)), the café offers locally roasted coffee, tea, cold drinks, and a variety of baked goods, all freshly prepared on site. Salads, snacks, sandwiches, soups, and a special meal of the day are also available. The café is open Monday to Friday, from 6:30 a.m. to 4 p.m.

A private dining room, located at the entrance to the Cafeteria on Level 1, is available for bookings for special events. Patients, clients, visitors, and staff can inquire at the Welcome Desk for information to book the dining room. Catering arrangements can be made by speaking to a retail staff member or calling Food, Logistics & Nutrition Services at 613-544-4900 ext. 53600.

There are vending machines located in the Cafeteria serving a variety of cold drinks and snacks. The vending machines are accessible 24/7.

The café employs Providence Care mental health services’ clients and recognizes how employment can aid in overall health and wellness. Jobwell is a not-for-profit corporation operating several affirmative businesses in Kingston.

Volunteer Services

Volunteer Services supports a number of unit-specific and hospital-wide programs to engage patients, clients and families in social and recreational activities. A calendar of events is available on each inpatient unit and on digital screens throughout the hospital.

For information about volunteerled programs contact the Director, Volunteer Services at 613-544-4900 ext. 53062. To apply to become a volunteer visit ProvidenceCare.ca.

The Gift Shop

The Gift Shop is located on Level 1 down the hall from the Welcome Desk. It is open Monday to Friday. The Gift Shop offers a wide variety of gifts from clothing and fashion accessories to ornaments and decorations. It also has assorted snacks and greeting cards. Proceeds from the Gift Shop support Providence Care’s Patient Comfort Fund.

The Client and Family Resource Centre

The Client and Family Resource Centre is located on Level 2. It is open to patients, clients, families, volunteers, staff, and members of the community. It provides access to a range of resources and educational materials, which can be read in the library or borrowed. The Resource Centre features a comfortable seating area for quiet activities and access to computers.

Displays, activities and sales

There is a public area located near the Cafeteria where Providence Care partner organizations and vendors may set up displays, activities or temporary sales. This vendor display area must be booked in advance. For more information, email info@providencecare.ca.

Purchases and banking

The Cashier’s Office is located in the Main Lobby beside the Welcome Desk. It is open Monday to Friday, from 8 a.m. to 4 p.m. This is where visitors, patients and clients can pay for patient/client billings, purchase parking passes, as well as other passes and tickets related to paid services at PCH. The Cashier is also able to make change for individuals wishing to use vending machines. There is also an ATM available on Level 1 across from the Gift Shop.

Pet visits

Pets (cats or dogs) must be over 1-years-old, free of skin lesions, diarrhea, fleas/ticks and other parasites, must be well tempered, house trained, obedient, and kept on a leash at all times.

The Program Manager should be notified prior to any pet visit. Owners must also provide proof of up-todate vaccinations.

Visits can occur in the patient/client’s room, not in common areas (e.g. Dining Room).

Inpatient care & services

What to expect during an inpatient stay

Here are examples of what to expect on inpatient units at PCH:

There are whiteboards in each inpatient room. These boards make it easy for patients/ clients and the care team to communicate with one another.

Everyone who works or volunteers at PCH wears an identification (ID) badge with their name and title, so you always know who you are speaking with. If you do not see an ID badge, please ask.

Inpatients and families are encouraged to:

Talk openly about any questions or concerns they may have.

Ask about and contribute to your care plan.

Participate in establishing goals.

Be actively involved in decisions about your care.

Participate in therapies supporting your recovery.

Approach to Care and Collaborative Practice Model

Providence Care’s Collaborative Practice Model values the important role of patients, clients and families/caregivers as members of the care team. Together, we will support the best possible care experience.

In keeping with our Approach to Care, it is essential you are informed and actively engaged in your care. By communicating your preferences, needs and values, you help us to best guide your care and support you to achieve your goals.

Your care team

Providence Care is a centre for health education, teaching and research. At PCH, patients and clients will receive care from a team of specialized, knowledgeable providers. Care teams include physicians,

nursing and allied health staff, medical students and residents, learners, and researchers. Thank you for working with us to provide the next generation of health professionals opportunities to learn and gain experience.

Inpatient units and rooms

PCH has nine inpatient units (270 private rooms), providing a range of specialized care and services. Every room includes access to a private washroom and is designed to support patient and client comfort and care.

Intercoms

At the entrance to each inpatient unit there is an intercom connected to the unit’s care desk. This allows anyone who needs assistance entering the unit, or who is entering the unit after hours, to communicate with staff.

Call bells

PCH is equipped with a call bell system in all inpatient rooms and several other inpatient spaces (e.g. porches, courtyards, dining rooms, etc.). Patients, clients or family members can use the call bell system to inform staff they need assistance. The device is activated with the touch of a button or with a pull cord. Accessible devices (e.g. pillow speaker) are available for individuals who cannot activate the call bell system with the button or pull cord.

Typical inpatient room layout

Typical inpatient unit

Televisions and DVD players

There are televisions on each inpatient unit in the Living Room/Kitchenette. Additionally, each inpatient room includes a remote-controlled 32-inch monitor fixed to the wall opposite the bed. Information about how to purchase television services in an inpatient room is available on the Integrated Beside Terminal or by calling HealthHub at 1-866-223-3686 (Monday to Friday 8:30 a.m. to 10 p.m. & Saturday/Sunday from 10:30 a.m. to 9 p.m).

Patients and clients who wish to connect a personal DVD player to the television in their room

may need to provide an adapter.

Integrated bedside terminal

Inpatient rooms on Rehabilitation and Complex Medical Management units have an 18-inch HD touchscreen monitor located at the bedside called an Integrated Bedside Terminal (IBT). IBTs provide phone and TV services. The IBT also provides patients with access to environmental controls in their room (temperature and blinds). IBTs display information in English and French.

Lighting

Lights in inpatient rooms can be controlled from the switches at the room entrance or on the wall by the bedside. Accessible devices (e.g. pillow speaker) can also be used to adjust the lighting. There is an individual light over the bed to allow for lower lighting to read in the evenings and a light outside the washroom door which acts as a night light. This light is set at a lower level automatically at night, but can be customized (off, dimmer, brighter, etc.). The light inside the washroom is on a sensor and will turn on automatically when the washroom is in use. Lighting instructions are affixed to the wall at the room entrance.

Room temperature

Using the thermostat on the wall, the temperature of inpatient rooms can be adjusted up or down by four degrees. For rooms with an IBT, there is also the option of using the touchscreen controls. For rooms without a thermostat or IBT, inpatients can speak to a member of their care team.

Window blinds

Using the switch at the window, blinds in inpatient rooms can be controlled up, down, opened or closed. In rooms with an IBT, there is also the option of using the touchscreen controls. During spring and fall months, window vents can also be opened to access fresh air, sounds and smells (dependent on temperature and weather).

Support to quit smoking

A partnership with the Ottawa Model for Smoking Cessation is being used to help inpatients with their smoking cessation or harm reduction goals. For more information, speak with your care team.

Meals on inpatient units

Each inpatient unit has its own dining room space(s) providing inpatients with a view of the outdoors, creating an environment similar to mealtime experiences at home and in the community. This approach, called the Dining Room Model, offers patients and clients more flexibility, and recognizes the importance of healthy, enjoyable food to overall health.

Meals are served in the Dining Room, with the exception of breakfast which is served in patient rooms for all units on Level 1, Heritage 2 and Lakeview 2. There may be times when inpatients are unwell or have other care-related considerations, where eating in the Dining Room is not possible. In these situations, the patient/client and care team will determine the best option (e.g. tray service to the room).

Patients are served three meals per day, as well as an evening snack (more if your therapeutic diet requires it). Regular menu options are advertised on the digital screens in the dining rooms each day.

All patient meals are prepared onsite by certified Red Seal Chefs. Our menu offers healthy, nutritious options low in salt and fat. If you are referred to see the Registered Dietitian, they will conduct a clinical nutrition assessment and provide education. Your menu and snacks will be adjusted to meet your

individual nutritional needs, and the Logistics and Nutrition Assistants will guide you in making choices within your diet at mealtime.

While families are encouraged to bring in homemade food to share with their loved ones at any time, for safety reasons we ask this food not be shared with other patients and clients. If you would like to bring in food to share with other patients and clients, we ask that it come from a commercial grade kitchen (e.g. restaurant or bakery) to ensure safe food handling and preparation.

Before sharing commercially prepared food with other patients and clients, please check with the care team to ensure the food meets the dietary needs and restrictions of those you plan to share it with. What might be safe to eat for one individual, may not be safe for someone else.

For questions regarding the menu, or for specific dietary restrictions, please contact Food, Logistics & Nutrition Services at 613-544-4900 ext. 53600.

Personal belongings

Inpatients are encouraged not to bring valuables to the hospital. Personal items such as clothing and support aids (e.g. glasses, dentures, hearing, and mobility aids) should be kept in your room.

Inpatients may bring and use cell phones, laptops and tablets, however, to protect the privacy of others please do not take photographs or audio/video recordings of people in the hospital. When using a device outside of an inpatient room, please use headphones. Everyone at PCH is asked to be considerate of others when using cellphones (e.g. turn down/off ringers if possible, find appropriate spaces to have conversations, etc.),

Small electrical appliances (e.g. kettles, coffee makers, etc.) are not permitted. There are kitchenettes in each inpatient area for patient and client use. These spaces are equipped with standard appliances. Electrical items such as alarm clocks, DVD players and electric razors must be safetychecked before use. To have an item safety-checked, please place a service call to 613-544-4900 ext. 34948.

Providence Care is not responsible for the loss, theft or damage of any personal belongings. If you need to contact Lost and Found, please call 613-544-4900 ext. 51053.

Laundry services

Complimentary laundry facilities are located on all inpatient units. A member of your care team can instruct you on how and when to use the facilities on your unit.

Hair Salon

There is a Hair Salon for inpatients located on Level 1. Information about bookings and pricing is available at the Care Desk on each unit.

Financial Services

Financial Services offers a trust account service for inpatients at PCH. Patients, clients and legallyappointed Substitute Decision Makers can arrange to have Financial Services hold money for individuals through their inpatient stay. Access to the account is available Monday to Friday, 8 a.m. to 4 p.m. at the Cashier’s Office on Level 1 beside the Welcome Desk. For more information, please contact the Manager, Financial Services at 613544-4900 ext. 53481.

Family communication

Providence Care uses a technology called Cliniconex to send urgent or important information (e.g. outbreaks) to family members in a timely way. Individuals listed as a patient’s emergency family contact can state their preference for method of communication (e.g. call, text or email). If no preference is identified a voice call will be sent.

Indigenous Transition Facilitator

The Indigenous Transition Facilitator supports patients and clients who

self-identify as Indigenous, regardless of Federal status under the Indian Act. The Indigenous Transition Facilitator will directly assist consenting patients/clients choosing to identify with the First Nations, Metis, or Inuit community as they navigate local, regional and federal health supportservices, including palliative care. Contact the Indigenous Transition Facilitator at 613-544-4900, ext. 53113.

Leaving PCH

Our goal is to ensure patients receive the right care in the right place, according to their individual care needs. Once a patient no longer requires the level of care provided in the inpatient hospital setting, it is in his or her best interest to leave PCH and return home or to a more appropriate care setting. Planning for discharge starts as soon as a patient arrives at PCH, so required care and services are in place after the hospital stay.

Discharge planning

Patients, clients, families, the PCH care team, and community-based care providers such as family doctors and home care services, can all be involved in planning for the transition home from the hospital. Working together will ensure a smooth departure from PCH and help everyone be prepared.

Discharge time at PCH is 10 a.m. (with the exception of patients receiving inpatient palliative and forensic mental health services where the processes are unique), meaning patients and clients leaving inpatient care can expect to transition midmorning.

When you are being discharged:

Ask for explanations and written instructions about your care and medications.

Make sure you and/or your caregiver (family, friend) understands the instructions, including what medications to take, how to take them and when to take them.

Ask and be informed of appointments that have to be made after you leave the hospital, how to contact the providers, the reason for each appointment, and what information you need to bring with you.

Know who you should call if you have questions after discharge. Write down contact names and phone numbers, or have a member of the care team provide this information to you in writing.

For more information about discharge planning and process please speak to a member of your care team.

What you can expect when you visit

Everyone who works, learns or volunteers at Providence Care is working together to provide you with high quality, safe care. Here are some examples of what to expect at PCH for outpatient care and services:

Clinic spaces have been designed to provide privacy for patients and clients. There is a waiting room specifically for individuals who are coming to PCH for a clinic appointment, which offers comfortable seating, washroom access and is separated from the busy Main Lobby. It is easily accessible from the Main Entrance, located on Level 1 to the right of the Welcome Desk.

Everyone who works or volunteers at PCH wears an identification (ID) badge with their name and title, so you always know who you are speaking with. If you do not see an ID badge, please ask.

Often, outpatient clinic visits are a result of a referral by a family doctor. Clinicians will explain next steps following a clinic visit and how information will be shared back with your family doctor and/or health team.

Registration

New and returning outpatients are asked to register before every visit upon arrival to the hospital, unless otherwise directed. Registration is located immediately to the left of the Welcome Desk.

Clinics

PCH provides a range of outpatient services including physical medicine, rehabilitation and mental health clinics. The clinics are located on your right as you enter the Main Entrance on Level 1. There is a waiting room within the clinic space, providing clients with privacy from the activity of the lobby. Clients are asked to wait in the waiting room until a volunteer or staff member escorts them to the clinic space.

Rehabilitation Therapy Centre

The Rehabilitation Therapy Centre is located on your left as you enter the Main Entrance on Level 1, opposite Registration. It includes Seniors’ Day Rehabilitation, which has its own entrance off the Main Lobby. There are private therapy areas, consultation spaces and specialized equipment to support the range of therapeutic activities provided to patients and clients.

If you need to cancel or reschedule an appointment, please call the number on the letter you received before your first appointment, or after your most recent appointment.

For information about the Therapy Pool, Gymnasium and Walking Track, please see page 14.

For information about outpatient clinics, therapies and referral forms, visit ProvidenceCare.ca.

Helping us understand what is important to you

Soon after admission, the care team will initiate a conversation with you about the Extent of Treatment and your own wishes about your care. Information gathered here will be recorded by a physician on the clinical record. When a patient or client is assessed by the attending physician as being incapable of making treatment decisions, the Substitute Decision Maker will become involved in decisions about care. A Substitute Decision Maker is identified in Power of Attorney documents or in the hierarchy of relationships outlined in provincial legislation.

If the patient has no Substitute Decision Maker, the Extent of Treatment is determined in accordance with applicable legislation and recorded on the patient/client’s clinical record.

Patients who have completed a Power of Attorney for Personal Care and Property and/or a document containing expressed wishes about their care choices are asked to share these with the care team during admission, or as soon as they are completed.

Patient, Client and Resident Declaration of Values

Our Patient, Client and Resident Declaration of Values reflects our commitment to treat all individuals with Respect, Dignity and Compassion. Read the full declaration at ProvidenceCare.ca.

Privacy at Providence Care

Providence Care’s information practices are governed and regulated by Ontario laws. Pursuant to these laws, we are responsible for the personal health information we collect, use and disclose. Providence Care takes this responsibility seriously and our commitment to privacy is reflected in the information practices and policies embedded into our operations. These information practices help ensure your personal health information is protected against a variety of risks such as theft, loss and unauthorized access, copying, modification, use, disclosure, and disposal.

Providence Care does not sell, rent or trade personal health information.

Pursuant to the Personal Health Information Protection Act, unless you request otherwise, your name and mailing address may be disclosed and used for fundraising purposes on behalf of Providence Care. If you wish to opt-out of receiving fundraising

solicitations on behalf of Providence Care, you can contact our Clinical Records Department at 613-544-4900 ext. 53443. For more information about our privacy practices, including use and disclosure of personal health information, you can read our Privacy Statement, which is available at ProvidenceCare.ca

If you have any questions or concerns please contact our Privacy Office by phone at 613-544-4900 ext. 53548 or email at privacyofficer@ providencecare.ca.

Ethics service

We all face challenging decisions in our lives. Ethics is about the values and principles that should guide our decision-making. Decisions about healthcare and medical treatment can be especially difficult.

Providence Care offers an Ethics Service that supports patients, clients and their families facing ethically difficult decisions. The ethicist will never make a decision for you. Rather, the role of the ethicist is to support stakeholders through the decisionmaking process.

If you and/or your family members would like support in making a difficult decision related to your health care or medical treatment, contact the Ethics Service to request a consultation at 613-544-4900,

ext. 52184.

Catholic health ethics

Providence Care is a Catholicsponsored health organization. Providence Care follows the Catholic Health Alliance of Canada’s Health Ethics Guide, available at Chac.ca. For more information about Providence Care’s Catholic identity, visit ProvidenceCare.ca.

Medical assistance in dying

Providence Care is committed to providing high-quality palliative, hospice, and end-of-life care, as well as compassionate support for people who are dying and their families, through all stages of life. This includes care that addresses physical, emotional, social and spiritual needs for persons who are dying and their families. It also includes effective and timely pain and symptom management, as outlined in the Health Ethics Guide, the foundational ethics resource used by Providence Care and all Catholic healthcare organizations in Canada.

As a Catholic healthcare provider, Providence Care does not provide or permit procedures related to medical assistance in dying (physician assisted death, assisted suicide or voluntary euthanasia).

Everyone at PCH, including patients, clients, visitors, staff, physicians, and volunteers, contributes to keeping our hospital safe.

Falls prevention

Upon admission, inpatients are assessed for falling risks. If an individual has a high risk for falling, the care team will ensure additional safety measures are put in place. Please speak with a member of the care team if you have concerns about your mobility.

Patient identification for care and medications

Care team members will always verify inpatient identification before giving any medication or performing any test or procedure. In some cases, patients/clients may be asked to provide evidence of name and date of birth, or to use an identification wristband while in the hospital. Verifying patient and client identification is an important safety measure.

Hand hygiene

The most important thing we can all do to prevent infection is to clean our hands regularly. Wall-mounted hand sanitizer pumps are available throughout the hospital. In addition, inpatient units and therapy spaces are equipped with hand hygiene sinks. Do

not pour any fluids other than soap and water into these sinks. By keeping them clean, we are preventing the growth of organisms which may contaminate you when washing your hands.

Clean your hands every time you:

Enter and exit the hospital, an inpatient unit or an inpatient room

Enter and exit a washroom

Blow your nose, cough or sneeze

Get ready to eat or drink

Finish eating or drinking

Handle potentially-contaminated items (e.g. call bell, phone, remote)

Come in contact with another person, particularly if they are ill

Respiratory etiquette

Every time you cough or sneeze you release small droplets through your mouth and nose. Infectious particles in the droplets of a cough/sneeze can make people sick.

If you are not wearing a mask, cover your mouth and nose with a tissue when coughing/sneezing

If a tissue is not available, cough/ sneeze into the bend of your arm, not your hands

Wash your hands every time you touch your nose or mouth

Outbreaks on inpatient units

An outbreak may be declared when there are two or more people with similar signs or symptoms of an illness. In these situations, the Infection Prevention and Control team works with the care teams to support the recovery of ill patients and prevent further spread of the infection.

If an outbreak is declared, patients may be asked to stay on their unit or in their room. In some cases, visitors may be unable to visit the unit until the outbreak is declared over.

Help stop the spread of germs

Wash your hands frequently

Ask family and friends NOT to visit if they are ill

Get vaccinated*

* Vaccinations such as influenza and COVID-19 may be available on-site to patients and clients. Visitors are encouraged to get their vaccinations where they are available in the community.

Personal protective equipment

Anyone entering the room of a person on additional precautions is required to wear the appropriate personal protective equipment (e.g. masks, gowns, gloves) for infection control purposes. Inpatient rooms have a supply cupboard located outside the room containing personal protective equipment and clean linens. To access these cupboards, please speak to a member of the care team.

Emergency procedures

In the event of an emergency, an Emergency Code will be announced overhead. Please pay attention to the announcement and follow directions provided. Staff and physicians are trained to respond to Emergency Codes.

Protection Services (Security)

The Protection Services office is located inside the Main Entrance across from the Welcome Desk. Protection Services staff is on-site and provides security services around the clock (24/7) to support the safety of everyone at PCH.

To contact Protection Services, call 613-544-4900, ext. 72056 or 613-548-2484. In the case of an emergency, dial 4444 from any internal hospital phone, state your location and describe your emergency.

Patient, client, resident & family relations

At Providence Care we believe all feedback regarding our care and services are opportunities to improve.

Providing feedback

1. We encourage you to provide feedback as close to the area of your compliment or concern as possible. In many cases, these people will know the most about the situation and be able to respond best.

2. If you have a concern that is not resolved to your satisfaction, you can ask to speak with the person in charge, manager or director.

3. If your feedback requires further attention you can contact the Patient, Client, Resident & Family Relations office, who will discuss potential next steps with you.

Telephone: 1-844-849-9166

Email: wecare@providencecare.ca

Online: ProvidenceCare.ca

Feedback forms are also available at the Welcome Desk, on our website, or by asking a member of your care team.

Patient, Client & Family Council

Council includes patients, clients and family members currently receiving care at PCH or through our Community Services. The council discusses matters touching the lives of the people we serve on a day-to-day basis and aims

to enhance the patient, client and family experience.

For more information, contact the Patient, Client, Resident & Family Relations Office.

Satisfaction Survey

Following patient/client visits at PCH, you may receive a satisfaction survey by mail or email.

Psychiatric Patient Advocate Office &

Rights

Advisor

The Psychiatric Patient Advocate Office (PPAO) is a provincial advocacy and rights protection program of the Ministry of Health. The PPAO provides free, confidential services to mental health clients independent from the hospital and its service providers. Office hours are Monday to Friday, 8:30 a.m. to 4:30 p.m., or by appointment by calling 613-5444900, ext. 53081.

Experience Partners

Experience Partners are individuals with lived experience as patients, clients or family members who work with our staff to provide their perspective on planned initiatives, projects or changes. We believe that by including the patient, client and family voice in everything we do, we are treating the people we serve with respect, dignity and compassion, and are enhancing the quality and safety of the care they receive.

For more information, email experiencepartner@providencecare.ca

Peace of Mind

It is important to know that our loved ones are being taken care of by genuine people who are trained and who care. We offer in-home care to individuals who need a little help, offering compassionate and dependent care. Our goal is to provide consistent care with service from 2 hour visits to 24/7 around the clock care.

Your Comfort is Our Concern

We are dedicated to providing every individual in our care with the most compassionate service. Whether it is a few hours of company, cooking a meal, or caring for someone with Alzheimer’sand dementia, we will be there with the helping hands they need.

Dignified Home Care

Limestone City Home Health Care provides exemplary care for seniors throughout Kingston and surrounding areas. It is our goal to assist individuals of all needs, helping them stay in the comfort of their own homes for as long as possible.

Extraordinary Caregivers

You can feel comfort in the fact that we are a team of caring professionals. All of our employees are extraordinary caregivers, PSWs, and nurses who will help keep individuals in the comfort of their home while enhancing their health and quality of life.

what a difference home care can make in the lives of isolated elders when they are required to stay home.