EVERGREEN HOUSE

WELCOME

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TABLE OF CONTENTS Page Welcome to Evergreen House ........................................................................................ 3 Vision & Values............................................................................................................... 4 Rights and Responsibilities ............................................................................................. 5 Evergreen House History ................................................................................................ 6 Resident Living Areas ..................................................................................................... 6 Rooms / Room Rates................................................................................................ 6 & 7 Television / Telephone / Computer ........................................................................... 7 & 8 Resident/Family Lounges................................................................................................ 8 Dining Rooms ................................................................................................................. 8 Clothing / Footwear / Grooming Supplies........................................................................ 9 Bath Day ......................................................................................................................... 9 Valuables and Money...................................................................................................... 9 Professional Health Care Staff – Resident Care ........................................................... 10 Medical Care and Physician Visits ................................................................................ 11 Pharmacist/Medications ................................................................................................ 11 Interdisciplinary Team Services ............................................................................ 11 & 12 Recreation and Rehabilitation Services ........................................................................ 12 Wheelchairs .................................................................................................................. 13 Support Services Meal Service....................................................................................................... 13 Housekeeping .................................................................................................... 14 Maintenance....................................................................................................... 14 Laundry .............................................................................................................. 14 Optional Services and Providers Spiritual and Religious Care............................................................................... 14 Hairdressing ....................................................................................................... 14 Dentist / Podiatry ................................................................................................ 15 Optometrist......................................................................................................... 15 Mail and Newspaper........................................................................................... 15 Paid Companions ............................................................................................... 15 Other Practitioners ............................................................................................. 15 Evergreen House Volunteers ............................................................................. 15 Life at Evergreen House Communication and Confidentiality .................................................................... 16 Care Conferences .............................................................................................. 16 Resident Council ................................................................................................ 16 Resident/Family Advisory Group........................................................................ 16 Overview of a Resident’s Day ............................................................................ 17 End of Life / Palliative Care / Celebration of Life................................................... 17 & 18 Finance ................................................................................................................. 18 & 19 Other Information Safety and Security; No Lift Policy; Infection Control; Immunization; Alcohol; Smoking

Policy; Fire Safety; Community Visits; Visitor Parking; Donations; Lost and Found; No Scent Policy; Respect in the Workplace; Complaints .................................. 19 - 21

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WELCOME TO EVERGREEN HOUSE This handbook has been designed to provide information to you and your family members about Evergreen House (EGH). Please keep this book and use it as an ongoing reference guide. Evergreen House is a community of residents, family, staff, and friends who are committed to maintaining residents’ health and providing comfort and quality of life. We value open communication and partnership to provide the best care possible. Moving a loved one can be a difficult and emotional experience. In order to make your transition go smoothly, we encourage you to speak to any of us with your questions and concerns or if you need additional information. Also, we encourage you to participate in the various resident activities whenever possible with your relative or friend as this will help with the transition. Brochures on a number of seniors’ topics can be found in our lobby. Our management team has an open door policy and are always happy to receive feedback from residents and family members. If you have any ideas, suggestions, or feedback on how we can improve our services and resident experiences, please approach our social worker and/or facility manager. We welcome your input and suggestions. We hope the following information is helpful to you and we look forward to you and your family member joining the Evergreen House community.

EVERGREEN HOUSE 231 EAST 15th STREET

NORTH VANCOUVER, BC. V7L 2L7

604-988-3131

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Vision

We are committed to supporting healthy lives in healthy communities with our partners through care, education,

and research.

Values

Our commitment to our customers, our people and our partners

Service Integrity Sustainability

We will provide outstanding service

and respond to needs in a timely and

innovative manner.

We will serve openly and honestly in a

caring and compassionate

environment of trust and respect.

We will focus on effectiveness, efficiency, best practices and health

outcomes, holding ourselves accountable for

results.

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Resident Rights and Responsibilities

As a resident of Evergreen House you have a right to: Receive care that is courteous and respectful, and in a way that fully recognizes

your individuality and maintains your dignity, health, and safety. Pursue your social, cultural, religious and spiritual interests. Receive current information regarding all aspects of your care in a manner you can

understand. Access to a fair and effective process to express concerns, make complaints or

resolve disputes within the facility. Receive information about how to make a complaint to an authority outside of the

facility (see section titled Complaints). Give or refuse consent to treatment, including medications, and to be informed of the

consequences of giving or refusing consent. Participate with the interdisciplinary health team in developing a plan of care that

addresses your individual needs. Expect that information gathered concerning your care will be treated in a

confidential manner. Designate a person to represent or support you in making decisions about your

treatment or care. Be informed of the names and functions of all members of your health team. Live in a safe and secure home protected from abuse and neglect.

As a resident of Evergreen House you have the responsibility to:

Provide relevant information to your health care team. Work with your interdisciplinary team to develop an individualized plan of care that

addresses your needs. Let staff know if you do not understand any information given to you. Follow your treatment or care plan to the best of your ability. Accept responsibility for decisions you make about your treatment or care when

appropriate. Respect facility policies and act in a safe and responsible manner. Be respectful toward other residents and the health care team.

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EVERGREEN HOUSE HISTORY Evergreen House is a three storey, 283 bed complex care facility built in 1971. We are located across from Lions Gate Hospital in North Vancouver. We are licensed under the Community Care and Assisted Living Act and are under the auspices of Vancouver Coastal Health. We provide interdisciplinary health care services for those who are no longer able to stay at home safely. Our complex care provides residents with support and assistance in all of their activities of daily living including assistance with transfers, personal care, medication administration, and monitoring and help with meals. We are committed to providing a caring and supportive home-like community for residents, families, and friends.

RESIDENT LIVING AREAS Evergreen House is organized into five neighborhoods over three floors.

1 South (1st Floor) 1 North (1st Floor) 2 South (2nd Floor) 2 North (2nd Floor) 3 South (3rd Floor) – 3 South is a new neighborhood in EGH and some information

may not apply at this time. Please check with the 3S Social Worker if you have any questions.

Evergreen House has 16 semi-private beds and 21 private beds. ROOMS Most of the rooms at Evergreen House are four bed rooms. New residents generally move into these shared rooms. Evergreen House floors 1 & 2 also have private or semi-private rooms. If you wish another four bed room, private, or semi-private room please contact the social worker to have your name added to the waitlists for these rooms. There is no extra charge for the private and semi-private rooms. 3 South is staffed to support clinically complex seniors who require long term care. Private rooms are not on the waitlist for availability on 3 South. Residents are encouraged to bring in pictures and personal items to help make this their home. If you have any questions about what you can bring to make the room feel more home-like, please ask the social worker. On occasion, due to a resident’s change in heath status, a resident may need to move to another room in Evergreen House. In these cases, families will be given as much notice as possible; however, these internal moves can happen very quickly. We request that families help us prepare the resident for the move and in some situations can assist with moving the resident’s belongings.

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ROOM RATES The Ministry of Health sets the rates that are charged for accommodation in complex care facilities. These rates are consistent from facility to facility in BC. The rate is calculated based on an assessment of the resident’s income. If you have questions regarding rates, please contact the Facility Liaison at 604-924-8334. Additional information about monthly billing can be found in this handbook under the section titled Finance. TELEVISION Wall mounted televisions are available at no charge for residents in four bed or semi- private rooms on the first and second floors of the House. TV installation is in progress for the 3rd floor. Residents may subscribe to Shaw or Telus cable service. To subscribe, please sign the Consent for Services form. Shaw/Telus cable fees are added to the monthly invoice. An example of Monthly Shaw Cable Rates:

Channels 2-58 January 1, 2011 $21.00 January 1, 2012 $24.00 January 1, 2013 $27.00

Remote controls for the wall mounted televisions are available to purchase through the Hospitality Network at 988-3131 Local 4733. TELEPHONE To arrange for a telephone in your room, please contact TELUS directly. Cordless phones are best as they can be kept close to the resident for ease of use. Cellular telephones are permitted. Evergreen House also has televisions and phones for resident use in public areas.

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COMPUTER Residents who would like access to a computer in their room must arrange this independently by contacting Shaw, Telus, or Rogers. A computer is available for resident use on 3 South off of the dining area. RESIDENT/FAMILY LOUNGES Evergreen House has resident/family lounges that residents/families can use to have more private time together for family visits and special occasions like birthdays. There is the Garden Room on 1 North; the Bell Irving Room on 2 North; the Serenity Room on 2 South and the Capilano Room on 3 South. See the Nursing Unit Assistant for your neighborhood to reserve the space for your family event. In addition, there are a variety of outdoor patios for residents and visitors to use.

DINING ROOMS Bright and spacious dining rooms are located in each neighborhood. We strongly encourage all residents to enjoy their meals with other Residents in our dining rooms. Families/friends are welcome to join residents for meals. Social gatherings, entertainment, and group activities are often held in the dining rooms.

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CLOTHING/FOOTWEAR Clothing needs depend on the individual’s current health. Familiar clothing worn before moving to EGH may be appropriate. However, for many residents, simple clothes that can be managed easily with minimal assistance are best. Please place unlabelled clothes in a clear, plastic bag with a name tag and leave with your nurse. Clothes must be washable with a good percentage of cotton for comfort and must be able to survive repeated encounters with an industrial washing machine and dryer. Family/friends are welcome to do a resident’s laundry. Please let your nurse know if you would like to take the laundry home. Be advised that non-washable articles can sometimes be thrown into the laundry by mistake. Clothing that needs to be dry-cleaned cannot go to the hospital laundry and is the responsibility of the family. Check the resident’s clothing regularly because things can go missing from time to time. Staff, when informed, will try to locate the missing item. Some residents often feel cold even on a hot day, so a warm sweater and flannelette bedclothes can be very comforting. Because of limited storage, you may need to bring a seasonal change of clothing. Laundry service is available only on weekdays and therefore the number of items of clothing should be sufficient to keep the resident properly clothed for the week. Many residents cannot dress independently, some have limited range of movement, some experience pain on extensive movement, or some resist assistance. As a result, clothing may need to be ‘adapted’ for ease of dressing and comfort. A small selection of adaptive clothing is available at the Dogwood Shop near the entrance to EGH on the first floor. The Occupational Therapist can make clothing recommendations to the resident and/or family. Appropriate footwear is important for the resident’s comfort, safety, and mobility. Sometimes footwear needs to be adapted to provide comfort and support. The Occupational Therapist or Physical Therapist may discuss footwear with you.

GROOMING SUPPLIES Please provide items such as a toothbrush, toothpaste, electric shaver, shampoo, comb/brush, and any other personal toiletries that the resident prefers. BATH DAY Staff provides daily washing, personal grooming, and dressing. Each resident receives a weekly bath. VALUABLES AND MONEY We encourage families to keep a resident’s valuables and money at home. Money is seldom necessary at EGH. Services such as hairdressing, dental work, podiatry, cable TV, Dogwood shop purchases, and bus outings will appear on a resident’s monthly invoice. If it is not possible to keep valuables/money with a family member, these can be sent over to Patient Accounts for safe keeping which is located in the lobby of Lions Gate Hospital. Following a resident passing or moving out, we ask family/friends to take belongings within 24 hours. Thank you, but Evergreen House cannot accept donations.

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PROFESSIONAL HEALTH CARE STAFF

RESIDENT CARE The focus of care is resident centered. This approach focuses on maintaining health and quality of life and providing comfort. There are many caregivers that provide services. The following is a summary of the role and responsibilities of the care providers at Evergreen House: The managers are responsible for the overall operation of Evergreen House. The managers ensure that resident care standards are maintained, staffing levels are safe, supplies for resident care are available, and the workplace environment is safe. Both the manager for 1st & 2nd floors and the manager for 3 South welcomes discussion with residents and families to address concerns or questions. NURSING STAFF The nursing care of residents living at Evergreen House occurs over a 24 hour period and is provided by Registered Nurses, Licensed Practical Nurses, and Long Term Care Aides. The Resident Care Coordinator (RCC) is a Registered Nurse who coordinates the daily functioning of the nursing unit, acts as a resource person for staff members, works with staff, residents and families to resolve care concerns and ensures that standards of care are met. See the attached green phone list for the RCC for your neighborhood. The Registered Nurse and Licensed Practical Nurse provide ongoing assessment of the resident’s care needs, communicate care needs to family and care team members, coordinate care in partnership with the resident, family and care team members and develop nursing care plans that reflect the resident’s needs. The nurse also is responsible for processing physician orders, administration of medications and treatments, ensuring that care plans are current and communicating changes in resident’s condition to the physician and family. When a resident moves to Evergreen House, he/she is assigned a Primary Nurse. The Primary Nurse is responsible for coordinating an initial care conference with the resident and family six to eight weeks after moving in and is a point of contact for the resident/family regarding care needs. Staffing levels change as the day progresses. Nurses work either 8 or 12 hour shifts and Long Term Care Aides work a variety of different shifts. The major shift changes occur at 7:30 am, 3:30 pm and 11:30 pm. At all times, a resident has designated nursing staff. If you need immediate assistance, ask any staff member present, otherwise speak to your nurse. The Long Term Care Aide assists the resident with washing, bathing, dressing, grooming, toileting, positioning in bed, transferring in and out of bed or chair and making the resident’s bed. The Aide focuses on the individual needs of each resident and provides emotional and social support. He/she may direct your concerns to your nurse.

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Clinical Nurse Educators, Clinicians and a Clinical Nurse Specialist liaise with EGH staff to ensure they follow nursing best practice in accordance with Vancouver Coastal Health Clinical Practice Guidelines.

MEDICAL CARE AND PHYSICIAN VISITS When a person moves into Evergreen House, they require a physician with admitting privileges to Lions Gate Hospital and/or Long Term Care Associate Privileges. The physician orders medications and treatments. EGH is moving towards a resident physician, one for the 1st floor and one for the 2nd floor. 3 South has a team of 4 physicians who will oversee the care of the resident in the event the resident’s doctor does not have admitting privileges or the doctor wishes the care to be overseen by the 3 South medical staff. The EGH Medical Director is a Geriatrician (a physician who specializes in the care of older adults) who reviews the resident’s medical care bi-annually with the Interdisciplinary Team. The Geriatrician may make recommendations to the resident’s attending physician. PHARMACIST/MEDICATIONS The EGH Pharmacist dispenses and monitors medications and provides consulting services to attending physicians, nurses, and other professionals. Medications can be ordered only through the attending physician and are distributed by RNs or LPNs at meal time or when required. Medications cannot be left at bedside or stored in residents’ rooms. The majority of prescribed medications will be supplied by Lions Gate Hospital pharmacy. Family will be asked to provide medications that are not available. All medications brought in by the family must be given to the nurse. Please note that naturopathic remedies are considered medications and must be supported by the physician. Residents must not use any vitamins or herbal/naturopathic remedies without the primary nurse’s knowledge, as they can affect other medications and health conditions. For residents going out for the day, medications will be provided by your nurse. If you are going out overnight, or for several days, medications will be provided by the pharmacist. To accurately prepare the medications for overnight/several days, the nurse and pharmacist require 48 hours notice. INTERDISCIPLINARY TEAM SERVICES Registered Dietitian is on site two and a half days per week. Residents receive a nutrition assessment within two weeks of admission. In consultation with the resident and/or family, the dietitian plans meals that are acceptable to the resident. The dietitian may make recommendations for meal changes to meet a resident’s nutritional or clinical needs. A Sodexho Food Service Supervisor may also visit a resident to evaluate satisfaction with meal service.

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Nursing Unit Assistant is responsible for the neighborhood’s clerical and reception duties. As a member of the interdisciplinary team, the assistant is a key liaison for residents and families/friends. Social Work services are available to all residents and their families. Social workers provide support regarding a variety of issues including adjustment, quality of life, and future or personal planning. Social workers may assist residents to access community resources such as the Public Guardian and Trustee, caregiver support services, transportation options, etc. If you would like to see a social worker at Evergreen House, please refer to the phone list at the end of this handbook. RECREATION AND REHABILITATION SERVICES This team consists of Activity Workers, a Music Therapist, Occupational Therapists, Physical Therapists, and a Speech-Language Pathologist. It is believed that residents’ well being can be enhanced through participation in activities that have both meaning and purpose. The Recreation and Rehabilitation department offers a wide variety of programs designed to support the residents’ goals in maintaining independence and quality of life. There are a variety of activities offered, including:

Exercise group Walking/standing program

Bingo Singing/Choir

Active games Baking Gardening Bus outings Musical events Reminiscing One-to-one visits Art Tai Chi Crosswords

If there is a special program, hobby, or activity that interests you, please speak to any one on our team. Family is welcome to participate in the activity programs and assist with making the programs a satisfying experience. On moving in to EGH, an Occupational Therapist and a Physical Therapist work with residents to assess abilities and needs. Referrals can be made to the Music Therapist and the Speech-Language Pathologist by any member of the interdisciplinary team. The Activity Workers schedule the programs and post the daily activities on the

bulletin boards, usually across from the nursing stations. The Activity Workers are responsible for organizing and leading the daily groups.

The Speech-Language Pathologist is involved on a consultative basis. The residents

referred are assessed for hearing, communication, and swallowing problems. Depending on needs, the services provided may include: hearing screening, language assessment, swallowing assessment, small group therapy, or provision of communication aids. One-to-one therapy is not provided on a regular basis as the Speech-Language Pathologist is at EGH only two and one-half days per week.

The Music Therapist uses live interactive music (vocals, guitar, piano) to reach the

physical, emotional, social, cognitive and spiritual needs of the residents. The therapist is on-site two days per week.

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To facilitate the resident’s optimal functional ability and independence, the

Occupational Therapist may assist by adapting activities, providing adaptive equipment, suggesting changes to the resident’s environment, and providing the appropriate wheelchair or seating equipment. If swallowing becomes an issue, the Occupational Therapist works closely with the Speech-Language Pathologist and Dietitian in assessing the resident’s ability to swallow and to make diet changes as needed.

WHEELCHAIRS Most residents living in EGH need a wheelchair for mobilization and/or transportation. The Occupational Therapist works with each resident to determine the individual needs for comfort, seating support, and mobility. If you do not come with your own wheelchair, we will do our best to accommodate you temporarily with our limited inventory. The Occupational Therapist can assist you with the process of acquiring your own wheelchair and seating system. When visiting residents in EGH, please do not remove or adjust wheelchair accessories such as seatbelts, attached trays, and anti-tipping bars. They are designed for the resident’s safety and comfort. Please ask for assistance and direction from staff. EGH will consider donations of suitable wheelchairs and a tax receipt may be issued upon request. Please contact the Occupational Therapist if you wish to donate a wheelchair. The goal of physical therapy in EGH is to maintain each resident’s safety, comfort, and

mobility. The Physical Therapist will assess the resident and work closely with care staff and family members to ensure that proper and safe mobility techniques are used. The Physical Therapist also will recommend appropriate programs and monitor progress. Physical Therapists lead the Walking Program and Exercise Program.

SUPPORT SERVICES MEAL SERVICE Sodexho Food Services provides meals that are served as follows: Breakfast: 8:00 am Lunch: 12:00 pm Supper: 5:00 pm Meals are all produced in the kitchen at Lions Gate Hospital and served in the dining room in each neighborhood. Nutritional snacks and beverages are provided in mid-afternoon and early evening. A residents’ kitchen is located off each dining room. A microwave and refrigerator are available for resident and family use.

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HOUSEKEEPING Aramark Health Care provides housekeeping services at EGH. They are committed to providing a clean and sanitary environment for resident and families. They take great pride in the service they provide; however, if you have any concerns please contact their call center at 604-694-6300 to speak to a Site Supervisor who can address your concerns. MAINTENANCE EGH has a maintenance department that is responsible for the day to day maintenance of the building. If you have maintenance concerns, please see the Nursing Unit Assistant who will facilitate appropriate actions. LAUNDRY Please see the section titled Clothing/Footwear.

OPTIONAL SERVICES AND PROVIDERS SPIRITUAL AND RELIGIOUS CARE Spiritual, Pastoral and Religious care is available to residents and families of all faith groups. You do not need to be part of a specific religious group to benefit from spiritual care and support offered by the hospital chaplains and the registered Spiritual Care volunteers. It is a belief of the Spiritual Care program that spiritual well-being is an important aspect of health. The Chaplain works with other health care team members to ensure that your spiritual care needs are addressed appropriately. A resident or his/her family can request a visit from the Chaplain or a Spiritual Care volunteer at any time. A Chaplain is available on-call 24 hours a day, 7 days a week for emergencies. Registered Spiritual Care Volunteers from many religious groups in our community can be requested to visit residents. If a resident needs help contacting their minister or someone from their religion, denomination or faith tradition, please speak to the Chaplain. A schedule of regular Worship Services at Evergreen House (EGH) and Lions Gate Hospital is posted outside the Prayer and Meditation Room on EGH 1 South. Weekly Sunday Church service, weekly Protestant Communion Service, monthly Roman Catholic Mass, and some other special services are offered. More information is available upon request. There is a Prayer and Meditation Room in EGH on the first floor that is available to residents and families/friends. There is also a Chapel at Lions Gate Hospital on the main floor open to persons of all faiths and religious traditions for prayer and quiet reflection. HAIRDRESSING A hairdressing salon is located on the main floor, west of the main entrance. An authorization for hairdressing services can be completed upon moving in to EGH. See the Nursing Unit Assistant for this form.

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DENTIST/PODIATRIST Evergreen House has a visiting dentist and a visiting podiatrist available at a cost if families wish to use them. These practitioners see residents in the facility. Consent forms must be signed to be able to use these services. See the Nursing Unit Assistants for these forms. OPTOMETRIST There is a mobile optometry service that will see Evergreen House residents on site for a fee. Families, with the assistance of staff, fill out a consent form which is faxed to the mobile optometry service. Please ask your primary nurse if you would like to see the optometrist. MAIL AND NEWSPAPER Mail is delivered directly to the resident at bedside. Please arrange with the newspaper of your choice to have the paper delivered to Evergreen House noting the resident’s room number. PAID COMPANIONS Family members or friends may wish to hire a paid companion to supplement time spent with the resident. Companions are under the direction of family/friends or a home care agency to provide companionship for individual residents. This is a private arrangement between the family/resident and the companion. Companion services are primarily social in nature and may include: conversation, reading, card/letter writing, music, recording life stories, shopping, games, and attending appointments. EGH does not assume liability or responsibility for these arrangements, however, waivers are signed with the companion to provide clarity regarding the services provided. Please contact the social worker if you would like more information about paid companions. OTHER PRACTITIONERS In some cases, non-staff practitioners (e.g. private foot care, private physiotherapists) may be able to visit EGH residents. Please discuss with your primary nurse if you want to explore this possibility and that the appropriate agreements and documentation is completed. EVERGREEN HOUSE VOLUNTEERS Evergreen House volunteers provide valued comfort and assistance to residents in many ways. Auxiliary volunteers provide:

nail care service resident library service one to one visits

The Auxiliary to Lions Gate Hospital operates the Dogwood Shop on the main floor of Evergreen House. As it is run by volunteers, hours can fluctuate; however, the shop is usually open between 11 am and 3 pm. Items for sale include: toiletries, candy, adaptive clothing, toiletries, stuffed animals, and small gift items. Volunteers host a monthly birthday party for residents and assist with exercise and ambulation programs.

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LIFE AT EVERGREEN HOUSE COMMUNICATION AND CONFIDENTIALITY The interdisciplinary team at Evergreen House focuses on providing good communication with all care givers including the resident’s physician so that medical concerns are addressed in a timely manner and that residents have optimal quality of life. The team ensures that information pertaining to residents is kept in a secure location and that all residents’ private information meets the standards of confidentiality as outlined in Vancouver Coastal Health protocols. CARE CONFERENCES An initial care conference will be held once you have been living in EGH for about 6-8 weeks. The goals of the initial care conference are to: get to know you and your family better and for you to do the same with staff ensure we understand your needs appropriately gather information about the resident’s lifestyle, likes, and dislikes that can be

incorporated into the care planning process answer any questions or concerns

After the initial care conference, annual care conferences are held and family is sent a letter in advance to inform them about the date and time of the conference. However, at any time if you have questions or concerns, please feel free to speak to your primary nurse. RESIDENTS’ COUNCIL EGH has a Residents’ Council consisting of one or two residents representing each of the neighbourhoods. A Manager, the Senior Activity Worker and some family members also attend these meetings but do not have a vote on the issues relating to the business of the council. The Residents’ Council serves to provide a forum to discuss residents’ needs, facility operational changes and to plan for events. The meetings are held monthly (except summer). RESIDENT/FAMILY ADVISORY GROUP The Resident/Family Advisory Group consists of the Manager and residents and family members who meet every few months to provide feedback/discussion and to collectively work together for the quality of life for residents.

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Overview of a Resident’s Day 8:00 am Breakfast is served in bed After breakfast, care staff get residents up. 9:30 am Walking Program 12:00 pm Lunch After lunch, resident assisted to toilet by care staff. Some residents choose to go to bed for a rest. 2:00 pm Afternoon Activities Vary daily and can include: Bingo, crosswords, gardening, music/entertainment, bus outings, and art. 4:00 pm Afternoon Rounds Care staff toilet residents. Some residents get up from their rest for dinner; others who are tired go to bed. 5:00 pm Dinner After dinner, some residents are assisted to bed. 11:00 pm Bedtime Residents are encouraged to turn out their lights to sleep. Throughout the night, staff is checking on residents to ensure safety and comfort. Staff ratios are 7:1 during the day and 9:1 during the evening shift. Snacks and hydration are offered during the day. We greatly appreciate any help with meals, grooming, socializing, and other activities. Private pay companions also are welcome to assist. END OF LIFE Evergreen House will endeavor to support the resident and family/friends needs through this time. Most individuals find it difficult to think about death and to plan for this event. However, in our experience it is much easier to make decisions and relevant arrangements prior to this event taking place. Please contact your social worker if you have any questions or require assistance making funeral arrangements. When these arrangements have been made, please notify your loved one’s primary care nurse so that this information is recorded in his/her medical record. Vancouver Coastal Health uses a form call “Degree of Intervention” which documents in writing an individual’s specific wishes in consultation with his/her physician for medical treatment and intervention in the event of a sudden decline in medical/health status that requires immediate medical attention or terminal illness. The resident along with the family and/or legal representatives should discuss this with the family physician before the resident comes into residential care.

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All adults who are capable have the right to give consent, withdraw consent, and refuse health care treatments and personal care, including life-saving or life-sustaining measures. Residents may designate someone to be their healthcare decision maker (or healthcare representative) in the event that they are unable to make decisions due to physical and/or mental incapacity. This is what is referred to as Advanced Care Planning. For additional information about Advanced Care Planning, please speak with your social worker and/or visit the Vancouver Coastal Health (VCH) website on Advanced Care Planning. PALLIATIVE CARE Staff is available to assess and support residents in the event that their health status changes. Palliative care is a specialized kind of health care for individuals that are living with end stage illness. The goal of care is to provide the best quality of life for the resident by providing comfort and dignity. This is accomplished through pain control and relief from other symptoms. Evergreen House staff will keep the family informed of status changes and family/friends are welcome to visit at any time. Your social worker is available to you for grief support and counseling, if required. Staff can provide information to families on what to expect during this time. Evergreen House has a hospice room in each neighborhood which provides privacy, space, and comfort for residents and families/friends during this time. For more information about Palliative Care/Hospice Care, please see the VCH website on Hospice Palliative Care. CELEBRATION OF LIFE This service is held at Evergreen House throughout the year. It is an opportunity to acknowledge and celebrate the lives of those who have passed away at EGH. Notices are mailed to families and are posted in the neighbourhoods to notify family, residents, and staff regarding the date and time of these celebrations. FINANCE The Evergreen House residential care rates are determined by the B.C. Ministry of Health and are based on an individual’s financial circumstance. The discharge coordinator, or long term care case manager, establishes a resident’s daily rate during the application process with the B.C. Ministry of Health. In addition to the residential care rates, resident authorized items such as podiatry services, dentistry, hairdresser services, gift shop purchases, organized outings, etc. will appear on a resident’s bill. As a rule, there is no need for residents to have cash on hand at Evergreen House. A separate package regarding billing will be sent to the family from Vancouver Coastal Health. After the resident has moved in, the resident or their designate will be asked to complete an orange coloured form entitled “Admission Services, Resident Information”. This form provides important information to Finance including to whom invoices should be sent. Monthly residential care rates are paid by pre-authorized payment from the resident’s (or designator’s) bank account. You will receive monthly itemized statements outlining the charges to your account. Your financial institution will provide you with a copy of the debit

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memo and/or the payment will appear on your monthly statement. This will be your receipt for the payment made to Vancouver Coastal Health. Contacts Regarding Billing Evergreen House has a Finance Clerk on site on Tuesdays. Please contact the clerk if:

There is a change in the name and/or address to who bills should be sent. You have questions about items billed to a resident’s account. You notice errors or omissions on a resident’s statement of account. You can’t deposit cash and withdraw as needed.

If you have any questions, please call: Melissa Gurat, EGH Finance Clerk 604-875-5045 extension: 20506 or Cindy Jobes, Senior Finance Clerk 604-875-5045 extension 62114 Or by email: residentialcare@hssbc.ca.

OTHER INFORMATION SAFETY AND SECURITY Falls Prevention, Least Restraint Protocol, and Security EGH has a goal to minimize the number of falls and fall related injuries. To this end there is a Falls Prevention Program. An initial assessment is done of a resident’s needs and risk factors, which may affect the care plan. Least restraint approaches are used to promote independence and safety, while maintaining the resident’s dignity and quality of life. Please see the Least Restraint brochure in the information package included with this handbook. Some residents are prone to wandering and need protection from exiting unaccompanied. These residents are provided with tags that will deactivate elevators and alarm the main front exit. NO LIFT POLICY EGH has safety policies based on Work-Safe-BC rules. Staff must not support the entire or most of the weight of residents when they move from one place to another (bed/wheelchair/toilet). This policy requires our staff to use mechanical lifting equipment when necessary. Our staff must follow this policy. INFECTION CONTROL Evergreen House promotes the importance of infection control. All staff is required to practice good hand washing and sanitizing practices. We encourage all visitors to regular wash their hands and make use of the sanitizers located in the lobby of the building upon entering and exiting the facility. Infections can seriously affect the health status of residents and infection control is very important to their well being.

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IMMUNIZATION We recommend that residents receive immunizations as per VCH protocol. Nursing staff can provide these immunizations for all consenting residents or their legal representatives. Flu vaccinations are available on a yearly basis, usually in the autumn months. ALCOHOL Alcohol use requires a written physician order and is dispensed by the RN or LPN on duty. SMOKING POLICY Vancouver Coastal Health is smoke-free. As such, smoking is not permitted on any VCH property, including all buildings, grounds, and parking lots. Residents who smoke must be capable of safely getting themselves off VCH property to smoke or be accompanied by a family member or friend. Staff is not allowed to “safe keep” tobacco products or dispense them. We encourage healthy living. Residents of Evergreen House are eligible for nicotine replacement therapy. Please talk to your nurse if you are interested in quitting smoking. FIRE SAFETY All staff is trained in fire safety and emergency procedures. If the fire alarm sounds, please remain calm and follow the directions of the staff.

COMMUNITY VISITS Residents and family often benefit from excursions, such as visits to family homes, church or spiritual gathering places, shopping malls, or support groups. The staff at EGH supports these outings and can help you with planning to make it a positive and successful experience. Please give us adequate notice so that we can prepare medications and anything else you will need while away. VISITOR PARKING Pay parking is available outside the Evergreen House building. As well, covered parking is available in the Lions Gate Hospital (LGH) parking lot. If you are interested in a parking pass, the LGH parking attendant can provide information. Parking lots are managed by Imperial Parking. DONATIONS Residents and family/friends who wish to make a monetary donation can do so by contacting the Lions Gate Hospital Foundation. If you would like to ensure that your donations go directly to the Evergreen House or to its residents please advise the Foundation.

LOST AND FOUND Please report lost articles to the staff.

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NO SCENT POLICY Evergreen House is a scent-free environment. Please refrain from bringing scents/fragrances into the facility and be mindful of potential allergies of both residents and staff. PET POLICY Pets are permitted to visit residents at Evergreen House if the conditions of the Vancouver Coastal Health Pet Policy are met: Pets are in good general health, house trained, good tempered, clean and well groomed, and have up-to-date vaccinations

Pet owners need to respect the limitations of pet visits (e.g. length of visit, patient rights, etc.) and must respect the concerns about visits expressed by others. Pet owners must clean up after their pets and pets must be on a leash while in EGH. RESPECT IN THE WORKPLACE Evergreen House welcomes feedback and constructive communication from residents and families. Evergreen House and Vancouver Coastal Health support a Respectful Workplace policy which promotes respectful communication and behaviors between residents, families, friends, and staff. COMPLAINTS Any complaints or concerns should be directed to the Primary Nurse or Resident Care Coordinator (RCC) in your area. If they are unable to resolve the situation, please contact the EGH Manager. Concerns can also be directed to the: Patient Care Quality Office at phone: (604) 984-3800 or by mail to: 231 East 15th Street, North Vancouver, BC. V7L 2L7

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Evergreen House Phone List Accounts Receivable Clerk for EGH 604-988-3131 Loc. 7065 Cashier’s Office (LGH) 604-984-5862 Dentist Call your RCC Dietitian for EGH 604-984-3707 Hairdresser 604-984-5950 Lions Gate Hospital main phone number 988-3131, then dial the local listed:

1 North Local 4516 1 South Local 4522 2 North Local 4546 2 South Local 4527 3 South Local 4530

Lost & Found Contact Unit Manager, Michele Cook Manager, Jacqueline Per

604-984-5927 604-984-5754

Optometry, Mobile Eyes Optometry 604-263-5519 Pharmacy for EGH 604-984-5886 Podiatrist, Dr. Kevin Low 604-616-8304 Recreation and Rehabilitation Services 604-988-3131

1st Floor Local 5749 2nd Floor Local 4434 3rd Floor Local 4530

Resident Care Coordinators 1 North 604-988-3131 Loc. 4328 1 South 604-988-3131 Loc. 4822 2 North 604-988-3131 Loc. 4821 2 South 604-988-3131 Loc. 4348 3 South 604-988-3131 Loc. 5940

Seniors Program Clerk - EGH Administration 604-984-5811 Social Work 1st Floor and rooms 251 – 265 on 2 North 2 South and rooms 266 – 271 on 2 North 3 South

604-984-5904 604-984-5906 604-984-5816

Sodexo (Food Services) 604-984-3753 Spiritual Care 604-984-5894 Volunteers Office 604-984-5929

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EVERGREEN HOUSE CHECKLIST FOR RESIDENT MOVE-IN

PLEASE BRING IN THE FOLLOWING ITEMS:

*Please label items to prevent loss of clothing and personal items* Personal:

Glasses/sunglasses* Walking aids (canes, walkers)* Hearing aid (batteries)* Wheelchair* Dentures

(upper/lower/partial)* Watch*

Medications (current for nursing review with Doctor) – environmentally disposed

*These items must be etched or properly labeled with the Resident’s name prior to admission to prevent loss.

Hygiene Needs:

Bar soap Electric razor* Brush or comb Nail clippers* Chapstick/lip balm Deodorant Hand and body lotion

(scent free) Facial Tissues (Kleenex) (Not

supplied by EGH) Toothbrush & toothpaste

Clothing:

6-7 complete sets of clothes Housecoat/bathrobe Socks Slippers Underwear Walking shoes Night clothes Seasonal outdoor wear

Miscellaneous Items:

Clock A few sentimental pieces Radio Pictures and picture hooks Calendar/pens/writing paper Cup/water bottle Wireless headphone set for

TV listening Telephone