Patient cover En - bruyere.org · 6 Patient and Family Handbook Patient and Family Handbook 7 At Élisabeth Bruyère Hospital a washer and dryer are available for use by patients

Patientand Family Handbook

MISSION STATEMENT Inspired by our founder, Mother Élisabeth Bruyère, we are a Catholic health care organization committed to improving the quality of life of our patients and residents.

We do this by providing compassionate, exemplary care and by promoting excellence through teaching, education and research. We offer services in both official languages and strive to meet the needs of the culturally diverse community we serve.

We provide services in the Champlain region through these clinical programs: complex continuing care, long-term care, care of the elderly and rehabilitation, palliative care and family medicine.

VALUESRespectWe value consideration and courtesy. We welcome diversity and are respectful of the dignity and autonomy of each person.

CompassionWe value a caring and empathetic approach, shaped by the needs and expectations of our patients, residents and their families, as we accompany those in our care through challenging times.

CollaborationWe value working together with our patients, residents, their families and our staff to promote a caring and supportive environment. We value all partnerships which furtherthe continuity of care and services according to the needs of our community.

AccountabilityWe value personal, corporate and social responsibility in the delivery of our care and services.

LearningWe value and encourage personal development, lifelong learning, evidence-based practice, teaching and research.

Statements adopted on December 13, 2007, by the Board of Directors and approved on February 15, 2008 by the voting Members of the Catholic Health Corporation of Ontario

Dear Patient and Family Member,

On behalf of the staff at Bruyère Continuing Care, we look forward to meeting you individually and answering your questions about the care and services that we offer. We hope that you will find our health care teams to be sincere, client-focused and dedicated to providing you with respectful, compassionate, safe and efficient care. Bruyère Continuing Care is committed to safe, quality, professional care and support.

This handbook is meant to assist you in answering questions you may have regarding our care and services. It will outline how the health care team, including physicians, nurses, health professionals, volunteers and managers work together in order to ensure comfort and safety.

We strive to meet individual expectations with available resources to achieve optimal results from the treatment plan. Your participation in managing your care is of utmost importance.

Bruyère Continuing Care is affiliated with the University of Ottawa and other universities and colleges. These affiliations have assisted many health profession students to advance their clinical skills in continuing care. These relationships have further been solidified through our unprecedented expansion in applied research at the Élisabeth Bruyère Research Institute. As part of your stay, you may encounter students or be asked to participate in research projects; we encourage you to do so.

We are always open to comments and suggestions. These may be directed to the health care team, Director of Care or Client Relations Advisor. On their behalf, thank you for giving us the opportunity to serve you.

Sincerely,

Jean BartkowiakPresident and Chief Executive Officer

Table of Contents CODE OF CONDUCT........................................................................................ 5

YOUR HEALTH CARE........................................................................................ 5

WHAT TO BRING.................................................................................................6 Clothing and Personal Effects................................................................6 Footwear............................................................................................... 6 Laundry................................................................................................. 6 Toiletries................................................................................................ 7 Equipment............................................................................................ 7 Electrical Appliances............................................................................. 7 Medications.......................................................................................... 7

VISITING................................................................................................................ 8 Visiting Hours........................................................................................ 8 Cellular Phones..................................................................................... 8 Parking................................................................................................. 8 Pets....................................................................................................... 8

FOR YOUR SAFETY...........................................................................................9 Accidents............................................................................................10 Alcohol................................................................................................10 Fire Safety...........................................................................................10 I.D. Bracelets......................................................................................10 Illegal Drugs.........................................................................................11 Infection Control..................................................................................11 Restricted Access...............................................................................11 Smoking..............................................................................................11

FINANCIAL MATTERS......................................................................................12 Accommodation..................................................................................12 Accounts Receivable and Trust...........................................................12 Insurance............................................................................................12

TREATMENT CARE PLAN..............................................................................13 Conferences and Care Planning..........................................................13 Consent to Treatment..........................................................................13 Discharges and Transfers....................................................................13 Health Record Information...................................................................14 Professional Services...........................................................................14 Additional Services..............................................................................14 Restraints............................................................................................14 Spiritual and Religious Care.................................................................14

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Religious Services................................................................................15 Therapeutic Recreation Services..........................................................15 Wheelchairs, including Power Mobility Devices....................................15

OUTINGS.............................................................................................................16 External Medical Appointments............................................................16 External Outings..................................................................................16

SERVICES...........................................................................................................16 Banking Machines...............................................................................16 Boutique..............................................................................................16 Food Services......................................................................................17 Cafeteria..............................................................................................17 Outside Delivery Services.....................................................................17 Garden................................................................................................17 Hair Salon............................................................................................17 Internet Services..................................................................................18 Language of Service............................................................................18 Lost and Found...................................................................................18 Mail Service.........................................................................................18 Library, Videos.....................................................................................18 Telephones..........................................................................................18 Television and Cable............................................................................19 Voting..................................................................................................19

PATIENT AND FAMILY RELATIONS.............................................................19 Patient and Family Monthly Orientation Session...................................19 Residents’ Council...............................................................................19 Sharing of Commendations.................................................................19 Dealing with Concerns.........................................................................20 Ethics Consultation Service..................................................................20 Diversity...............................................................................................20 Harassment and Discrimination...........................................................20

PRIVACY AND CONFIDENTIALITY..............................................................21

VOLUNTEER RESOURCES...........................................................................22

RESEARCH AND TEACHING........................................................................22

FOUNDATION.....................................................................................................23

BRUYÈRE CONTINUING CARE LOCATIONS AND CONTACT INFORMATION....................................................................24

APPENDIX...........................................................................................................24

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WELCOME TO BRUYÈRE CONTINUING CAREBruyère Continuing Care is one of the largest continuing care, academic health science centres of its kind in Canada. It provides complex continuing care, palliative care, long-term care, care of the elderly, rehabilitation and family medicine. Under an affiliation agreement with the University of Ottawa and several colleges, this organization also teaches students in many health care disciplines. The research initiatives conducted through the Élisabeth Bruyère Research Institute are designed to improve the quality of life of adults affected by loss of autonomy or by chronic or terminal illness. As well, Bruyère Continuing Care offers innovative programs to educate and assist people in the community.Bruyère Continuing Care specializes in providing compassionate health care to the most vulnerable in our society: the frail elderly, and persons with chronic and terminal illnesses.

Still inspired by the Catholic values of the Sisters of Charity who came to Ottawa in 1845, Bruyère Continuing Care today is a dynamic organization serving the needs of people of all faiths and origins in Canada’s official languages.

With 753 specialized hospital and long-term care beds, Bruyère Continuing Care admits approximately 1,300 inpatients and serves more than 30,000 outpatients each year. Bruyère Continuing Care benefits from almost 2,000 staff members and some 800 volunteers.

Bruyère Continuing Care provides care at two hospitals, two long-term care homes, and two family medicine centres:

Élisabeth Bruyère HospitalPalliative Care, Care of the Elderly, Rehabilitation, Family Medicine, and ambulatory and outreach programs

Saint-Vincent Hospital Complex Continuing Care

Saint-Louis ResidenceNon-profit long-term care home Élisabeth Bruyère Residence (located in the Élisabeth Bruyère Hospital)Non-profit long-term care home

Bruyère Family Medicine Centre

Primrose Family Medicine Centre

The dedicated Bruyère Continuing Care health care teams strive to provide exemplary care. Members of the interprofessional treatment team represent many disciplines



including: diagnostic imaging, dietetics, medicine, nursing, occupational therapy, pharmacy, physiotherapy, psychology, social work, speech-language pathology, spiritual care, therapeutic recreation and volunteer services.

Bruyère Continuing Care is the champion of well-being for aging Canadians and those requiring Continuing Care, helping them become and remain as healthy and independent as possible through innovative and compassionate care, research, education and advocacy.

CODE OF CONDUCT FOR PATIENTS, FAMILY MEMBERS AND STAFF Respect, compassion and collaboration are fundamental values of Bruyère Continuing Care and act as guiding principles in how quality health care and services are delivered.

In keeping with these values, harassment, abuse and violence are not tolerated. Bruyère Continuing Care is committed to taking appropriate measures to ensure that respect for all is upheld.

Bruyère Continuing Care is committed to providing an environment that promotes respect, cultural sensitivity, and dignity for anyone who is a patient, employee, or visits one of the facilities.

This code of conduct makes providing this environment the responsibility of all of us.

Anyone who witnesses behavior not conducive with the values of Bruyère Continuing Care has a responsibility to report it to management.

YOUR HEALTH CARE – BE INVOLVEDEveryone has a part to play in making health care the best and safest it can be. As the patient or family member, the most important thing for you to do is be an active member of your health care team.

- Be involved in your health care. Don’t hesitate to ask if you have questions or concerns about your care or if you don’t understand something. Ask more then once if it’s not clear.

- Tell members of your health care team about your past illnesses and your current health condition. Don’t assume they have all the information they need about you.

- Make sure your doctor knows all the medications, herbal supplements or vitamins you are taking.

- Ensure the nurse checks your wristband before administering medication, and that you understand the purpose of each medication you are given.

- Wash your hands frequently and ask your doctor or health care provider to do the same.

- Be aware of your surroundings as spills or equipment may cause you to fall. Tell staff if you have ever fallen or are unsteady on your feet. It is also important to respect any fall prevention advice received from your health care provider.

- Find out why a test or treatment is needed and how it can help you.

- Make sure you know what to do when you go home from the hospital.

For further information, please visit the following websites:

– www.oha.com/patientsafetytips

– www.patientsafetyinstitute.ca

WHAT TO BRINGClothing and Personal EffectsDuring the day, patients are encouraged to be up and dressed, if possible. Clothing should be comfortable and easy to put on and take off. Staff will be happy to discuss specific needs.

Please bring an adequate supply of easy-care, washable clothing, and allow time for laundering. Closet space is limited, so please bring only necessary, in-season items. Room space is also limited and personal belongings cannot be accommodated that could put the patient or the staff at risk. Discuss any personal needs with the staff before bringing items in and take any new items to the nursing station first.

Patients are discouraged from bringing expensive jewellery and valuables such as credit cards, cheque books or cash (see the Financial Matters section). In order to minimize loss, please label dentures, glasses, and hearing aids. FootwearFootwear should be solid, comfortable, and suitable for the patient’s needs. Footwear should also have a low heel and a good grip sole (unless otherwise instructed).

Laundry At Saint-Vincent Hospital, patients will have their laundry services taken care of by laundry attendants. Staff will arrange the labelling of clothing. Anytime a patient gets new clothing they must fill out a form, provided by the unit clerk, to arrange for the labelling. Any items that require gentle laundering, or items that family members wish to do themselves should be clearly identified as such, and placed in a container inside the patient’s room. These items should be collected weekly by family members or friends.



At Élisabeth Bruyère Hospital a washer and dryer are available for use by patients and family members in the rehabilitation unit. In the palliative care unit, family members and friends are responsible for patient laundry. Staff in both units is not available to do laundry. Patients are encouraged to have family members or friends help them do their laundry and when possible take it home.

ToiletriesPatients are required to bring their own toiletries. However, please take note that the hospital uses specifically selected skin care products for bathing. Please do not bring or wear scented personal products including: soap, deodorant, powders, hair care products, cosmetics, perfumes and aftershave lotion.

EquipmentPatients are asked to bring any orthotics and specialized equipment that they may be using. Bruyère Continuing Care is not responsible for repairing or replacing such items.

Electrical AppliancesSmall electrical personal grooming appliances or equipment such as personal computers, radios, CD players, clocks, fans, or lamps are generally acceptable (halogen bulbs are not permitted). The clinical manager must authorize exceptions in consultation with the Facilities Management department.

All electrical items must be inspected and approved by the electricians before use to ensure that the equipment is safe and the electrical system can sustain it. Requests to have items inspected should be made to the unit clerk. Patients are responsible for all repairs to their personal equipment.

Items not permitted due to safety concerns: humidifiers, extension cords, heating pads, televisions and electric blankets.

Bruyère Continuing Care will do its best to protect items brought in, however, the organization is not responsible for theft, damage, or loss of personal belongings.

Medications Upon admission, please provide a list of all medications to a member of the nursing staff.

All medications taken during a patient’s stay must be prescribed by the attending physician. Family and friends should not bring in any medications for patients.Requests for the use of alternative substances must be made to the attending physician. Any such treatments not prescribed by the physician must be obtained, administered and paid for by the patient or family.

VISITINGVisiting Hours Regular visiting hours are established to ensure patient privacy, security, treatment, rest and infection prevention and control. Individuals may visit outside of these hours as long as this has been approved by staff.

Saint-Vincent Hospital– Complex Continuing Care program Visiting hours are between 11:00 a.m. and 9:00 p.m., seven days a week.

Élisabeth-Bruyère Hospital– Rehabilitation program Visiting hours are flexible, but visitors are expected to leave by 9:00 p.m.

– Palliative Care program There are no restrictions.

The treatment team has the right to place restrictions if necessary for the well-being of the patient, other patients, and the safe functioning of the unit. This may include limiting the number of visitors that may visit in a patient’s room at any one time, the length and hours of visits, and who may visit.

In addition to patients’ rooms, common areas, such as lounges and dining rooms, are available on every floor for visiting purposes. Some facilities have private areas or a family room where patients and their guests may spend time together, including overnight stays. Please discuss details with a member of the nursing or social work staff.

Cellular Phone UseThe use of cellular phones is permitted except on the Chronic Assisted Ventilatory Care (CAVC) unit at Saint-Vincent Hospital, or as indicated by signs posted in particular areas where their use may interfere with medical devices.

ParkingAt both sites, there is a charge for parking in our parking lot. Street parking is also available. Limited monthly and weekly permits are available for those who visit frequently. Please see a parking attendant for further information.

Pets Bruyère Continuing Care recognizes the therapeutic benefits to patients of pet visits andwants to facilitate such visits. However, in order to ensure proper infection prevention and control, as well as to protect others who, for health or other reasons, should not be in contact with animals, the following guidelines must be maintained by the pet owners or pet visiting privileges will be curtailed or suspended.



1. Only cats and dogs are permitted to visit.

2. Animals may visit only during regular visiting hours.

3. Animals are permitted to visit in patient rooms only. Animals may not be brought into public spaces, except while being transported to a patient room, nor brought to public events or activities.

4. To reduce the risk of infection, proper hand hygiene must be practiced (wash hands or use an alcohol based rub product) before and after handling the animal. Human contact should be limited to the relevant patient and visitor during the visit (i.e., no other patients or staff should touch the animal).

5. Owners are responsible to ensure that the animal is: - fully immunized (all vaccinations up to date) - clean - housebroken - free of disease (particularly of diarrhea, worms and fleas) - obedient, good tempered and predictable - quiet - leashed or caged at all times, with a muzzle as necessary - exercised before the visit

6. Owners must stay with the animal at all times, and are responsible to immediately clean any animal waste should an incident occur. (Staff in the area will provide supplies for the clean up and disinfection of the soiled area.)

7. Owners must report any scratch or injury made by the pet to a patient, resident, staff, volunteer or other visitor during the visit.

8. Owners will be held responsible for the animal’s actions while on Bruyère Continuing Care property, including any injury or damage that the animal may cause.

9. Owners whose pet presents a threat to health or whose behaviour does not conform with guidelines will be asked to leave with the animal immediately, and may not be permitted to return, as determined by our staff.

10. Visits may be restricted during an outbreak situation (information will be posted).

FOR YOUR SAFETYIn an effort to help prevent security incidents, Bruyère Continuing Care has installed over 75 security cameras throughout its facilities. A security guard is also on duty between

7:00 a.m. and midnight. However, these surveillance methods are not foolproof, and incidents may still occur. Your cooperation is required in applying the following security measures.

AccidentsAll accidents or injuries that occur on Bruyère Continuing Care property should be re-ported immediately to a staff person. Patients who have an accident while temporarily off Bruyère Continuing Care property should also report the incident to a staff member upon return to the hospital.

Alcohol Patients admitted to our programs may consume a maximum of two alcoholic beverages a day while on our premises and during outings while accompanied by a staff person - unless it is contraindicated for medical or behavioral reasons.

No alcoholic beverages are to be stored in a patient’s room. Please contact nursing staff to discuss storage options.

Patients who behave aggressively or inappropriately as a result of the consumption of alcoholic beverages will not continue to be served and privileges will be reassessed by the care team.

Patients admitted to a rehabilitation program may not consume alcoholic beverages at any time.

Fire SafetyWhen an alarm sounds, it could be an emergency or a fire drill. Please remain calm. The staff is trained to respond quickly. If a patient is in the hallway, he/she will be asked or assisted to move into the nearest empty room, and remain there until the “all-clear” signal is announced over the PA system. Do not use the elevators during this time. Visitors entering the building at the time of the alarm will be asked to remain at the entrance until the “all-clear” is announced.

Throughout all sites, there are very sensitive, up-to-date fire alarm systems. Therefore, any type of open flame, such as candles (including birthday candles) or sparklers are not permitted.

I.D. BraceletsAll patients are required to wear an ID bracelet which provides essential information that will assist staff and volunteers with providing care. We encourage those with life-threatening allergies or other important medical conditions, particularly those who regularly go into the community, to also wear Medic Alert bracelets.



Illegal Drugs Bruyère Continuing Care has zero tolerance regarding the use, possession, cultivation or distribution of illicit substances on our premises (buildings and grounds).

Infection ControlInfections are a common occurrence in Canadian seasonal weather systems, therefore, family and friends are asked not to visit if they are sick with a respiratory infection, gastroenteritis, or other infectious disease. This is of utmost importance in protecting the patients who are compromised and therefore more likely to become ill. To remind all visitors of their responsibility in preventing the spread of infections, an advisory self-assessment sign as well as hand sanitizer dispensers are available at each of the main entrances. During outbreaks, visits may be restricted on specific units, or facility wide.

Keeping infections to a minimum is extremely important. Some rooms have special precaution instructions to follow. Everyone can help reduce the spread of infections by following these instructions. Ask a staff member for further information. Hand washing (for at least 15 seconds) is the most important means of preventing the spread of germs and infections in daily activities, both inside and outside health care facilities.

Restricted AccessPatients are not permitted in the basement levels of either site unless to visit the Hair Salon at Élisabeth Bruyère Hospital or laundry services at Saint-Vincent Hospital. If a patient is going to either of these locations, he/she must be accompanied by a hospital staff member, volunteer or a family member.

Smoking In keeping with the Smoke-Free Ontario Act and the philosophy of Bruyère Continuing Care of promoting a safe and healthy environment, no smoking is permitted indoors anywhere at Bruyère Continuing Care sites.

Patients who wish to smoke will be assessed at admission and as necessary and a decision will be made whether the individual may smoke independently, with restrictions such as supervision, or not at all. Assistance of any kind must be provided by visitors – staff and volunteers will not transport or supervise patients for the purpose of smoking.

Patients may only smoke outdoors:- Nine or more metres from any side or back entrance or exit door;- In the outdoor smoking shelters at Élisabeth Bruyère Hospital or Saint-Vincent Hospital.

Smoking is prohibited:- In front of all Bruyère Continuing Care facilities;- While using oxygen.

FINANCIAL MATTERS AccommodationEach facility provides three types of accommodations:– Private – one patient per room– Semi-private – two patients share one room– Ward – three patients share one room

Rates may vary based on choice of accommodation.

Patients admitted to Saint-Vincent Hospital or who are awaiting placement for long-term care in Élisabeth Bruyère Hospital are charged a monthly co-payment fee regardless of the chosen accommodation. This fee is calculated based on the patient’s annual income, with a maximum rate established by the Ministry of Health and Long-Term Care.

Bruyère Continuing Care reserves the right to move a patient if a specific room is required for medical reasons, safety reasons, renovations, or to provide requested preferred accommodation.

For more information on room accommodations or co-payment fees, please visit the Accounts Receivable and Trust department, located on the main floor of each site.

Accounts Receivable and Trust Upon admission, staff from Accounts Receivable and Trust will communicate with the patient or the person listed on the application as responsible for financial matters. The patient will be requested to bring a health card, proof of insurance, as well as copies of existing Power of Attorney documents for property and/or personal care. Accounts Receivable and Trust hours are Monday through Friday 8:00 a.m. – 4:00 p.m. and closed on weekends and statutory holidays.

It is recommended that an in-trust account be opened at the Accounts Receivable and Trust department. This account allows for small amounts of money to remain in a safe place which could be used to pay for various services and amenities. Please limit the amount of cash kept on hand or within the room. Small items of value, as well as credit cards and cheque books, may be left in the Accounts Receivable and Trust vault for safekeeping.

InsuranceLoss or damage of personal belongings is not the responsibility of Bruyère Continuing Care. It is strongly advised that patients extend their personal insurance coverage during admission to Bruyère Continuing Care.



For more information on financial matters, please call:

Élisabeth Bruyère Hospital Saint-Vincent Hospital613- 562-6345 613-782-2713

TREATMENT CARE PLANAs part of Bruyere Continuing Care’s commitment to patient safety, all staff must check at least two patient identifiers (such as name, date of birth, assigned identification number or photograph) prior to any assessment, treatment or service (eg. blood work, specimen collection, medication administration).

Conferences and Care Planning Members of an interprofessional care team will individually assess the patient upon admission and as required throughout the patient’s stay. As part of the care planning and review process, the patient and their family may be invited to attend and participate in one or more conferences with the team.

Consent to TreatmentBy accepting admission, there is agreement for Bruyère Continuing Care staff to provide each patient with basic care. The patient and their family have a right to be involved on an ongoing basis in the decision-making process, including making informed choices about the interprofessional care plan and suggested treatment. Consent will be sought in advance of any treatment.

Discharges and TransfersWhen a patient is no longer in need of, or has completed the treatment offered by the program to which he/she was admitted, the team will assist him/her as necessary in planning the discharge to an appropriate and safe environment that will meet his/her needs.

The interprofessional care team will assist the patient in arranging the care and services that are necessary, whether the patient is returning home or moving to another facility. The discharge planning process will be completed in a timely manner in keeping with Bruyère Continuing Care discharge policies and the Ministry of Health and Long-term Care regulations where appropriate. Patients are responsible for their own discharge transportation. If an admission to an acute care hospital is necessary, the patient’s bed at Bruyère Continuing Care may be held for five days. During this time, the patient will not be charged for semi-private or private accommodation. Please consult the Admissions or Accounts Receivable department if you require further information.

Health Record Information The patient and his/her legal representatives are permitted access to their own health record, but only with appropriate authorization, and in the presence of the attending physician, a member of the interprofessional care team or Health Records staff (see section on Privacy and Confidentiality).

Professional Services The dedicated interprofessional care team includes health care professionals from a large number of disciplines. Depending on the program and individual needs, professional services may be provided by: dietetics, medicine, nursing, occupational therapy, pharmacy, physiotherapy, psychology, social work, speech-language pathology, spiritual care and therapeutic recreation.

Specialized services and clinics are available for patients. These services include: audiology, chiropody, dentistry, diagnostic imaging, denturology, foot care, gastroenterology, geriatric psychiatry, gynaecology, hearing aids, ophthalmology, optometry, otorhinolaryngology (ear, nose and throat speciality), and urology. Diagnostic Imaging Services (x-ray and ultrasound) are available at the Family Medicine Centre. Ultrasound services are located at the Élisabeth Bruyère Hospital site.

Additional ServicesPrivate duty, unregulated caregivers, including personal care attendants, companions, and sitters, complementary therapy (therapy that complements, rather than replaces our available health treatment), as well as additional professional services above what is offered as part of the treatment plan may be purchased, as long as established criteria are met. Patients and families should discuss needs with the treatment team. A member of the nursing or social work staff can assist in providing names of private care agencies. Patients and families are responsible to make all arrangements, including payment, which is made directly to the private-duty personnel or agency. We will not become involved in any financial arrangements in this regard.

Restraints In keeping with the legislation on restraints, Bruyère Continuing Care has adopted a policy of least restraint. Restraints are therefore the exception, and will only be used once all other alternatives have been considered and determined to be ineffective or unfeasible. Consent will be sought in advance of any use of restraints, except in case of emergency.

Spiritual and Religious CareSpiritual care services are available to patients and their families. A clinical chaplain and community contracted clergy are available to meet with patients and / or families to discuss their spiritual needs.



Religious ServicesReligious services are available. A schedule of worship services and liturgies is posted at each site. Specific services such as sacraments are available upon request to clinical chaplains. Chapel and multi-faith prayer rooms are available for worship services, personal reflection, meditation and prayer:

- Élisabeth-Bruyère Hospital: Chapel on the second floor; multi-faith prayer room on the fifth floor

- Saint-Vincent Hospital: Chapel and multi-faith prayer room on the fifth floor.

Therapeutic Recreation Services Therapeutic recreation services enables persons with physical, cognitive, emotional, or social limitations to acquire and maintain skills, which allow them to enjoy their leisure optimally and function as independently as possible.

Activities may include: painting, horticulture, music appreciation, exercises, games, bingo, social tea, gourmet suppers, relaxation sessions, guided autobiography, movies, barbeques, and outings on a wheelchair-accessible bus.

Wheelchairs, including Power Mobility DevicesThe occupational therapist will assess needs and assist in acquiring the necessary equipment, or provide information on community resources available. Please bring in all wheelchair accessories, such as cushions and lap tables. Due to space constraints, if a patient has more than one wheelchair, he/she will have to make storage arrangements with family or friends.

All privately owned wheelchairs will be safety checked to ensure that they are in safe condition before use. All power mobility devices must use maintenance-free gel batteries. Lead acid batteries are not permitted.

Patients who drive a power wheelchair or scooter must display safe driving skills and good judgment when driving within the facility, outside and within the community. Failure to comply with the Safe Driving Guidelines or with restrictions determined by the treatment team because of safety issues, will result in the loss of driving privileges. (To view the Safe Driving Guidelines, please refer to Appendix I. If you have any question about these guidelines or how to use your power mobility device, contact your occupational therapist).

Patients are responsible for battery replacements and all repairs to their personal wheelchair. Should patients require more information, please contact an occupational therapist or nursing personnel who will refer you to a list of outside providers.

OUTINGSOvernight outings by a patient for any length of time must be approved by the treatment team. Rehabilitation patients are required to be available to their treatment team until 4:00 p.m. on weekdays, before leaving on outings. Arrangements must be made in advance to prepare a patient’s medications.

Patients will be required to sign out each time they leave the unit and sign back in upon their return. The patient’s bed will be held for the arranged time and all usual charges will apply.

Any special needs while a patient is off-site should be discussed with a member of the interprofessional care team on the unit who will assist the patient in making the necessary arrangements. The hospital should be contacted immediately if the patient is admitted to another health care facility during a leave of absence.

External Medical AppointmentsThe hospital shall arrange and pay for transportation and any care needs when a patient has an outside appointment related to his/her clinical goals that has been requested by the attending physician and cannot be provided at Bruyère Continuing Care. If a care provider is not required to accompany the patient and the patient cannot travel alone; the family is responsible to escort him/her or make the appropriate arrangements. Patients and families who wish to arrange appointments that have not been requested by the team, or who choose an external health professional not selected by Bruyère, are responsible for all arrangements and costs, including transportation and care providers.

External OutingsPara-Transpo is available for personal outings from Élisabeth Bruyère Hospital and Saint-Vincent Hospital. A social worker will provide assistance in initially registering for this service if arrangements have not already been made. Other means of transportation, such as taxis or private ambulance services, are available but must be paid for directly by the patient.

SERVICESBanking MachinesBanking machines are located at the main entrance of Élisabeth Bruyère Hospital and next to the cafeteria at Saint-Vincent Hospital.

BoutiquesA boutique is centrally located on the ground floor of both sites.Boutique hours:



– Élisabeth Bruyère Hospital and Saint-Vincent Hospital: Monday to Friday: 9:00 a.m. to 6:30 p.m. Saturday and Sunday: 9:30 a.m. to 6:30 p.m.

The boutiques are open on statutory holidays.

Food Services Meals are served for regular and therapeutic diets, taking into consideration, whenever possible, individual and cultural preferences. Meals are served in the patient’s room, or in dining rooms or lounges, depending on the program and personal preference. Food from outside the facility may be brought in, diet permitting (please see section on outside delivery services). Please refrigerate any perishables immediately for food safety.

Vending machines are also located at each site. Catering services for special occasions is available through Marketed Services at 613-562-6262, ext. 4053.

CafeteriaA cafeteria is located on the ground floor of both sites.

Cafeteria hours are 7:00 a.m. – 2:00 p.m. Monday through Friday and closed on weekends and statutory holidays.

Outside Delivery ServicesIn order for Bruyère Continuing Care to ensure optimal security, individuals ordering food delivery from outside are responsible for the pick up of ordered items at the Telecommunications Department located at the main entrance of each facility.

GardenThe Gilberte Paquette Garden is an indoor sitting area located on the sixth floor between the Élisabeth Bruyère Hospital and Résidence Élisabeth Bruyère.

Hair SalonHair care for both men and women is available at both sites. Family and visitors may use these services at Saint-Vincent Hospital. The hair salons are located on the basement level of Élisabeth Bruyère Hospital and on the first floor at Saint-Vincent Hospital.

Appointments can be made directly or through a member of the unit staff by calling:

Élisabeth Bruyère Hospital: Saint-Vincent Hospital:613-562-6262, ext. 1044 613-562-6262, ext. 3108

Payment may be arranged in advance through the Accounts Receivable and Trust department or in person during the appointment. Gift certificates are also available.

Internet Services Internet access is available for patients on their personal computers as well as on computers located throughout both sites. Bruyère Continuing Care does not have staff allocated to support personal Internet or computer use.

Language of Service Services are provided in English or French according to the patient’s preference. Efforts are made to accommodate other linguistic needs through interpretation services on a limited basis.

Lost and Found Anything lost or found on a patient care unit should first be reported to the nursing station. Items that are found are kept at the Telecommunications Department located at the main entrance of each facility.

Mail Service All personal mail will be delivered to the patient’s room – please clearly indicate the name and room number. Both sites have a Canada Post mailbox for outgoing mail and stamps can be purchased in the boutiques.

Public Library and Video RentalBooks, including large print format and talking books, may be borrowed from the Ottawa Public Library Homebound Service. Contact the library directly at 613-580-2944. At Élisabeth Bruyère Hospital, Therapeutic Recreation Services has large print and audio books. Please contact 613-562-6262, ext. 3135 for further information. Therapeutic Recreation Services also has a collection of movies in VHS format available for loan. At Saint-Vincent Hospital, DVDs can be rented at the boutique, and Therapeutic Recreation Services can also arrange for the loan of popular videos from a local video store on weekends. Please contact 613-562-6262, ext. 3135 for more information.

TelephonesBedside telephone service is available. For patients in the Palliative Care and Rehabilitation programs, there is a one time flat fee charged at admission for basic telephone service, including: installation, moves and repairs. For patients in the Complex Continuing Care program there is a monthly fee charged for basic telephone service including: installation, moves and repairs. Arrangements for telephone service can be made through the Accounts Receivable office.

Patients unable to dial themselves can have their phone automatically routed to Telecommunications, who will assist them with their calls.



Long-distance service is available from all patient phones by dialing 7777 (long-distance charges will apply) and following the instructions and prompts. Long-distance calling cards may be used and are available in the boutiques.

For patient, visitor and staff safety, please refrain from moving the phone or adding extension lines (unless approved by the unit), so that the cord does not become a hazard.

Television and CableWall-mounted televisions with cable vision are available for each patient.

In the Palliative Care and Rehabilitation programs there is a one-time flat fee charged at admission for cable. In the Complex Continuing Care program there is a monthly fee charged for cable. Arrangements for cable can be made through the Accounts Receivable office.

For the comfort of others, patients are asked to use earphones while watching television.

Televisions can also be found in lounges throughout both facilities.

Voting During ElectionsPatients may vote at stations organized at each site for municipal, provincial, and federal elections.

PATIENT AND FAMILY RELATIONSPatient and Family Monthly Orientation Session - Saint-Vincent HospitalThe orientation session provides general information as well as education to patients and families regarding the health care plan and the delivery of care at Bruyère Continuing Care. The session is composed of two main presentation topics: a general orientation to Saint-Vincent Hospital and a family orientation support group. An invitation to participate will be sent to newly admitted patients and their families.

Residents’ Council - Saint-Vincent HospitalThe Residents’ Council at Saint-Vincent Hospital meets regularly in order to address issues of general concern which affect the care and quality of life and to advocat on behalf of patients. This council is also an outlet for enhanced communication between staff, residents and their families.

Sharing of CommendationsWhen a patient or family member is pleased with the care or the service they have received during their stay at Bruyère Continuing Care, they are invited to share their thoughts, which are important for staff growth and morale.

Dealing with ConcernsIf a patient has concerns, it is essential to advise a member of the treatment team as soon as possible. The staff member will take the necessary steps to resolve the situation and will, as needed, refer the patient’s request to the staff member best able to help.

To resolve conflicts, please:

1. Contact the staff member or care team in question.2. Contact the Clinical Manager.3. Contact the Program Director.

If necessary, the patient should contact the Client Relations Advisor, 613-562-6262 ext 1046, who works to personalize and strengthen the relationship between patients and Bruyère Continuing Care. Bruyère Continuing Care continuously strives to address needs and expectations within limited resources. In order to achieve this, feedback is important and comments are welcome at any time.

Ethics Consultation Service The Ethics Consultation Service is a consultative, informational, and advisory group to which ethical questions and issues relating primarily to care decisions and patient rights can be raised by patients, families, volunteers, staff or physicians. The Ethics Consultation Service will arrange for a discussion in an interprofessional and non-judgmental manner. For more information, contact a member of the interprofessional treatment team, Clinical Manager, or call the Ethics Consultation Service at 613-562-6262, ext.1600.

DiversityBruyère Continuing Care welcomes the rich diversity of patients, their families, as well as staff, volunteers, physicians, and students. The organization reflects the cultural and ethnic mix of the larger community. Therefore, it is likely that patients will meet staff, physicians, volunteers and fellow patients from diverse backgrounds and cultures.

Abuse, Harassment, Discrimination, Violence Bruyère Continuing Care considers physical, sexual, financial, racial, and verbal abuse or harassment, as well as any form of discrimination or violence, including inappropriate acts, threats, comments or gestures to be unacceptable. There is a zero tolerance policy of such behaviour perpetrated against patients, family or anyone working at Bruyère Continuing Care. Necessary measures will be taken to deal with any infractions. Visitors who behave inappropriately may have their visiting privileges restricted. Please report any such inappropriate behaviour to staff immediately.



PRIVACY AND CONFIDENTIALITYCollection of Personal Health InformationBruyère Continuing Care collects personal health information about patients either directly from patient’s themselves or from the person acting on the patient’s behalf. The information that is collected may include the patient’s photograph (for identification purposes), name, date of birth, address, religious or other organizational affiliation, health history, records of each visit to Bruyère Continuing Care and the treatment that they received during each visit.

Uses and Disclosure of Personal Health InformationIf consent has been obtained, Bruyère Continuing Care may also collect personal health information about a patient from other sources as required by legislation.

Personal Health Information is used and disclosed in order to:

- Treat and care for the patient.

- Receive payment for the patient’s treatment and care (from the patient’s provincial health plan, Workplace Safety & Insurance Board [WSIB], the private insurer or others).

- Plan, administer and manage Bruyère Continuing Care’s internal operations.

- Provide a patient with spiritual care and religious services.

- Conduct risk management activities.

- Conduct quality improvement activities (such as sending patient satisfaction surveys).

- Provide education.

- Conduct research.

- Compile statistics.

- Fundraise to improve Bruyère Continuing Care’s health care services and programs.

- Share patient demographics with the Champlain Local Health Integration Network (LHIN) central repository of patient information (EMPI).

- Provide information (name, date of birth and room number) for federal, provincial, and municipal electoral lists.

- Respond to an emergency or other urgent situation.

- Comply with legal and regulatory requirements (e.g., sending data to the Canadian Institute of Health Information).

- Fulfill other purposes permitted or required by law (e.g., court order).

Patient’s Rights

– The patient may access and correct his/her personal health records.

– The patient may withdraw their consent for some of the above uses and disclosures by contacting us (subject to legal exceptions).

– The patient may make a complaint to Bruyère Continuing Care’s Privacy and Health Information Officer about access to their personal information, or about how it is collected, stored, used or disclosed to others.

– The patient can also contact the Information and Privacy Commissioner of Ontario if they think their rights have been violated. The Commissioner can be reached at: 2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8, Tel: 1-800-387-0073 Fax: 416-325-9195, web site: www.ipc.on.ca

Contact UsFor more information about the health information privacy protection practices, or to raise a concern, please contact Bruyère Continuing Care’s Privacy and Health Information Officer by telephone at 613-562-6262, ext 1048 or by e-mail: [email protected]

BRUYÈRE CONTINUING CARE VOLUNTEER RESOURCESVolunteers are members of the interprofessional team, providing emotional, social and spiritual support to the patients and their loved ones.

Some volunteer responsibilities include:

- Friendly visiting.

- Reading at the bed side.

- Accompanying patients to recreational activities, religious services, hairdresser appointments, and the garden.

- Facilitating small groups on the unit i.e. reading group, art class.

- Facilitating a patient’s pursuit of leisure interests i.e. video games, cards, horticulture, music.

- One on one computer training.

To discover more about the volunteer services available, please contact 613-562-6364.

RESEARCH AND TEACHINGMedical students, residents, as well as students and professionals from other disciplines such as physiotherapy, occupational therapy, nursing or pharmacy may be involved in providing or observing care with patient consent and under the supervision of a Bruyère Continuing Care staff member or physician.

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Patient and Family Handbook 23

All research, including that sponsored by the Élisabeth Bruyère Research Institute, must be approved by our Research Ethics Board before it can be carried out within the organization and will follow strict protocol regarding confidentiality. Patients may refuse to participate in any research project with the assurance that their treatment and care will not be adversely affected.

FOUNDATIONThe Bruyère Foundation was created to help make a positive difference in the quality of life of our patients. By making a gift or pledge, every person can help change lives. All charitable donations support patient care through the purchase of medical equipment, specialized patient programs and projects, as well as the expansion and renovation of Bruyère Continuing Care facilities. A person’s generosity also enables the staff to perform ongoing, practical, applied research that improves patient care and benefits the community-at-large.

A donation can go to one of the following programs:

– In Memoriam.

– Direct Mail.

– Monthly Giving.– Tree of Life.

– Planned or Deferred Giving.

– Major Gifts.

For more information, please contact the Foundation office:43 Bruyère StreetOttawa ON K1N 5C8613-562-6319E-mail: [email protected]

Charitable tax receipts are automatically issued for donations over $10.00; receipts for any amount can be provided upon request. The charitable tax number is 88846 0441 RR0001.

BRUYÈRE CONTINUING CARE LOCATIONS AND CONTACT INFORMATION

Élisabeth Bruyère Hospital Saint-Vincent Hospital43 Bruyère Street 60 Cambridge Avenue NorthOttawa ON K1N 5C8 Ottawa ON K1R 7A5 613-562-6262 613-562-6262

Saint-Louis Résidence Élisabeth Bruyère Résidence879 Hiawatha Park Road 75 Bruyère St.Ottawa ON K1C 2Z6 Ottawa ON K1N 5C8613-562-6262 613-562-6262

APPENDIX I SAFE DRIVING GUIDELINES FOR POWER MOBILITY DEVICES (PMD) Please consider that driving a PMD is similar to driving a car. Safety of yourself and others is very important.

Safety Guidelines for All Power Mobility Devices:

1. Drive cautiously. Stay alert and always be aware of things going on around you.

2. Drive at low speeds indoors. Driving at high speeds can cause injury to yourself or others and damage to property.

3. Turn at low speeds. Sharp turns at high speeds may result in overturning.

4. Do not drive over curbs or drops higher than 1 ½ inches.

5. Driving while under the influence of alcohol or a controlled substance is prohibited.

6. Do not allow anyone to ride on your PMD with you and do not tow anyone.

7. Be extra careful when operating your PMD near stairs.

8. Only staff may assist you in crowded areas. Because of safety concerns, other patients must not provide such assistance.

9. Store items securely when on your PMD; do not carry any loose objects with you.

10. Turn the power OFF before getting on or off your PMD. When driving a scooter, make sure that the seat swivel is locked.

11. Always keep your feet on the floor pan of your scooter or the foot supports of your electric wheelchair when driving. General Suggestions for Operating Power Mobility Devices:

1. Use of a seat belt is strongly recommended as a sudden jolt could cause you to slide out of your power mobility device.

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Patient and Family Handbook 25

2. Check battery power to ensure it is fully charged before each outing.

3. Consider the weather when planning to go outdoors, e.g., tires may have poor traction in snow. Rain may damage electronics.

4. Use of an orange flag is recommended to increase your visibility to traffic in the community.

5. Have a plan in case of emergency when you are out in the community, e.g., have a cellular phone, request a volunteer or a friend to go out with you.

6. Do not overload the basket of your scooter. This can affect the balance of your scooter.

7. Never lend your PMD to another patient or a visitor.

8. Park your PMD in a safe place that is not in the way of others. Sufficient space is required around the beds in patients’ rooms. Therefore your PMD may not be able to be stored in your room.

9. Do not block the entrances of the hospital.

10. Turn OFF your PMD when in the elevator in case another person accidentally hits the joystick/controls

11. Consider installing mirrors to increase safety when backing up.

12. Notify your vendor or team member if you are having problems with your PMD.

RESPONSIBILITIES AND OBLIGATIONS:

1. You are expected to read and follow these guidelines at all times while using the power mobility device.

2. You are responsible for willful damages or injury to yourself, others and property resulting from your use of the power mobility device. You understand that you, your family or estate agree not to make any claims against Bruyère Continuing Care, its medical staff, employees, officers and directors for any damages or injury that you may cause.

3. You may be required to reimburse Bruyère Continuing Care, its medical staff, employees, officers and directors for costs of any claims or demands made by another party that arise from your use of a power mobility device.

4. You are responsible for maintenance, damage, adjustment or repair costs, including costs of modifications required because of safety concerns identified by the team.

The treatment team will assess your driving skills on an ongoing basis. They may modify the power mobility device (e.g. speed control), or restrict or suspend your driving privileges if you do not follow these guidelines.

Documents

Patient cover En - bruyere.org · 6 Patient and Family Handbook Patient and Family Handbook 7 At Élisabeth Bruyère Hospital a washer and dryer are available for use by patients