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Patient Handbook

Small Hospital.

Big Heart.

Clear Vision.

You are our partner in your care while at the Victoria General Hospital. We recognize that you may have questions about your stay. This handbook was prepared to answer those questions and help you become better acquainted with our hospital and its services. If you have other questions, please feel free to ask any member of the hospital staff. When its important to you, its important to us. A Message from COO, Francis LaBossire: It is my pleasure to welcome you to the Victoria General Hospital. The Vic is committed to providing you with high quality health care. Please do not hesitate to communicate any concerns or comments to any member of our patient care team to assist us in enhancing the quality of care we provide.

You are our guest and our first consideration. We want you to know us as caring people working together for your health and well-being. Be assured that every staff member and physician is dedicated to making your stay a comfortable one, and assisting you to get well as soon as possible. Above all, we aim to provide the highest quality health care and service to all of our patients.

The Entire Staff and Physicians of the Victoria General Hospital Welcomes You! We extend to you a cordial and warm welcome to Victoria General Hospital (VGH). Opened in 1971, our hospital is an Accreditation Canada accredited community hospital serving the citizens of Winnipeg and working together within the Winnipeg Regional Health Authority to provide access to acute care programs and services. It is our primary goal to provide you with quality care and make your hospital stay as brief and pleasant as possible.

To You, Our Guest

About The Victoria General Hospital Preparing For Your Stay The Health Care Team

Table of Contents

Your Stay At The Victoria General Hospital 6 Infection Prevention & Control Other Hospital Services Discharge and Preparing for Discharge from Hospital Patient Amenities & Services Safety & Security

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Fire Safety

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Supporting the Victoria General Hospitals Mission We Value Your Opinion

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In partnership with patients and families, the VGH Mission is to promote and ensure quality patient care through the provision of excellent services leading to effective health outcomes within a changing and growing community. Our actions are guided by our values: Compassion Respect Transparency Integrity Trust

VGH Mission

VGH Values

Our vision, focusing on quality and patient safety, is to be a hospital that:

VGH Vision

Involves Patients and Families as an integral part of the healthcare team in their plan of care. Empowers Staff, Physicians and Volunteers to work together in a respectful, caring manner and enables them to do their jobs in a culture of pride and commitment. Works closely with its community partners in enhancing community options which promote the provision of the right care in the right place at the right time. Meets and exceeds the expectations of the growing community of South Winnipeg and beyond. Aggressively pursues the renewal of its infrastructure, thus leading to a safe, modern and technologically appropriate environment.
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Fosters a community whose members are proud of the services rendered and who become lifetime supporters through involvement and philanthropy. Leads in Minimally Invasive Surgical technology. Leads in Research and Education among Community Hospitals.
Suggested Items to Have With You

Preparing For Your Stay

Show all medications that you bring with you to your nurse. Your medications will be locked up for your safety and eventually sent home with you or a relative.

If you dont have the following items with you, please arrange to have them delivered: Manitoba Health card Proof of additional health insurance coverage, such as Blue Cross, for enhanced hospital accommodations Personal documents such as care directives Calling card for long distance calls Prescription medications that you are taking

Please label personal items with your name and telephone number.

Additional Personal Items to Have With You:

If you use a Victoria Lifeline button, please ensure that it is sent home with family or have it stored at the reception desk on the main floor.
Please do not bring:

Please have items such as dentures, eye glasses, and hearing aids in a suitable case with your name on it. Items like this, when wrapped in tissues, can easily be mistaken for garbage and get lost.

Slippers, pajamas, and robe Toothbrush and toothpaste Brush and comb Facial tissues and shaving supplies Body lotion, soap, shampoo, and powder Sanitary items Dentures, eyeglasses, and hearing aids and batteries

If you require additional personal items, many are available from our hospital Gift Shop.

More than $20 cash. Any excess funds over $20 can be deposited in safekeeping at the front desk, main floor. These funds will be returned upon discharge from the staff at the front desk during regular business hours. Credit cards Personal valuables such as jewellery; please send them home or they can be put in safekeeping as well.

Victoria General Hospital does not assume responsibility for loss or damage to patients personal belongings or valuables.

Any electrical items that are not powered by non-rechargeable batteries, such as hair dryers, radios, shavers, electric fans, etc. (Battery-operated radios and shavers are permitted). No cigarettes, tobacco, pipes, cigars, etc. The Hospital is a smoke-free facility and grounds. No perfumes/after shave fragrances. Strong perfume can result in an allergic reaction in our patients or staff. Our facility is scent free.

Admissions

Your Stay At Victoria General Hospital

The Admitting Department is located on the main floor at the front of the hospital and opens at 6:45 a.m. Accommodation depends on bed availability, insurance coverage and ability to pay. At times there is a need for mixed gender rooms. Consideration for accomodation of window bed requests may include a wait. Please speak to your Manager of Patient Care. Upon admission, the admitting department will prepare an identification bracelet for you. Please wear it until you are discharged from the hospital. If your bracelet becomes lost or damaged, please advise a member of your health care team.
Identification Bracelets

Manitoba Health covers all necessary costs for insured services in a standard four-bed room. Semi-private or private accommodation can be requested, but there is an additional cost. Check with your insurance company to determine if semi-private or private accommodation is covered by your plan. Bring contract/policy numbers and all other pertinent information with you to the hospital. Semiprivate or private accommodation will be provided according to availability. You may be asked to change rooms to accomodate isolation, palliative, or utilization needs.
Uninsured Services Private Insurance

Manitoba Residents

Contact the hospitals Accounts Receivable Clerk at (204) 477-3360 for any hospital related costs that you may be responsible for, such as: Semi-Private and Private Room charges Manitoba Health does not cover costs for these accommodations. Cosmetic surgery Manitoba Health does not pay for these procedures.

Personal Care Home charges Manitoba Health charges a daily per dieum for persons awaiting placement in a personal care home.

Doctors fees for uninsured services are separate from hospital fees. Cash, cheque, Visa, MasterCard, American Express, and debit payments can be made at the switchboard in the main lobby.
Visiting Hours

Any service for patients without Manitoba Health insurance: Patients are expected to pay for all services prior to leaving the hospital. Exceptions: No payment is required for patients from other provinces who present a valid provincial health card at time of admission.

Ambulance/Medivan services These are not insured by Manitoba Health. Exceptions: Transportation to another facility when you are returned to VGH within 24 hours.

Visitors are welcome at the Victoria General Hospital. We ask that the following guidelines be respected for your well-being and that of other patients:

Two visitors at a time Children under 10 years of age must be supervised by an adult. Speak to the attending nurse prior to offering food or beverages that you have brought in to the patient Visitors are required to observe the No Smoking policy Visitors should avoid wearing scented products Visiting hours 11:00 a.m. - 8:30 p.m.

Intensive Care Unit - ICU 24-hour visitng except during rest time between 2:00 p.m. - 4:00 p.m. You may be asked to leave the unit during rounds between 9:00 a.m. - 10:00 a.m.
Parking

Psychiatry - Unit 6 Monday - Friday Weekend & Holidays

Exceptions are as follows:

Close family members of the patient, as defined by the patient, are excluded from regular visiting hours 4:00 p.m. 9:00 p.m. 2:00 p.m. 9:00 p.m.

Public parking is available in the Visitors Parking lot in front of the hospital. Payment for hourly and daily parking is made at the parking machines in the front entrance. A machine providing change is located at the front entrance as well. Weekly and monthly passes are available at the Foundation Office near the front lobby. Proceeds from parking support the Victoria General Hospital Foundation. Please refer to the booklet contained within your Welcome Package. The booklet describes the partnership between patients and their families and the health care team. There are white boards at the patients bedside for your use in keeping track of who your health care providers are, writing down a question, including information regarding a discharge plan, etc.
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A Partnership to Promote Dignity of Care

White Boards

Victoria General Hospital collects, records, stores, uses, and discloses personal health information for the provision and payment of health care in compliance with the Personal Health Information Act (PHIA). We will use your personal health information and share it only with those who need to know the information. Examples of use by Victoria General Hospital include: providing your health care while you are at Victoria General Hospital teaching and training health care students research and planning

PHIA

You have a right to examine, receive a copy of, and request a correction to your information. Victoria General Hospital cannot disclose your information without your consent unless compelled or permitted by law to do so. Victoria General Hospital will, upon request, provide you with additional information required by you to pursue your rights under PHIA. You will be required to fill out a personal health information access form. There is an administrative charge and a cost per page for chart copies.
PHIA Access Requests

Your medical record will include your name, address, Personal Health Information Number, medical and social history. It will also include lab and x-ray reports, as well as progress notes by the health care team.

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If you would like to know more about your rights under PHIA, please call our Privacy Officer at (204) 477-3497. To make an access request, please contact Health Records at (204) 477-3104.

Consent to Treatment/Informed Consent

While you are in hospital, specific tests and treatment procedures may be necessary. You will be asked to sign a consent form for specific procedures and/or surgery. Before signing a consent form, you should have information about and understand what will be done - the purpose, the expected benefits, potential complications, alternatives, and consequences of not proceeding with the recommended procedure. If you have questions regarding consent, please discuss them with your physician or any member of your healthcare team. The decision to accept or refuse treatment is yours. The Victoria General Hospital uses a team approach to health care delivery. This means that you will be cared for by a variety of dedicated health care professionals. This interdisciplinary team may include physicians, specialists, nurses, therapists, technologists, health care aids, porters, and other professionals. The team works with you to provide the best possible health care by sharing expertise, information, and treatment planning. Each patient care unit has a Manager of Patient Care who coordinates care, supervises the unit, and ensures that you receive the best standard of care.

The Health Care Team

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Pharmacy Services

The Pharmacist works directly in the patient care areas, and is an active member of the healthcare team working together to optimize the care of the patient. The Pharmacist will monitor the use of medication, and watch for medication related problems. The Pharmacist has a positive influence on the patients transition from and to home, enhancing their safety and experience throughout their stay, reducing adverse events and potentially reducing readmissions through improved patient compliance with their medications.

Pharmacy services are delivered by highly qualified staff including Pharmacy Technicians and Pharmacists. Pharmacy Technicians oversee the distribution of medication to patient care areas ensuring delivery of medication is safe and timely.

Spiritual Health Services

The pharmacist participates in clarifying the medications at admission and at discharge, and provides guidance where special considerations are required to enhance knowledge of their medicine and compliance. For example, if the patient has difficulty remembering to take medications, special packaging (often referred to as bubble packaging) can be arranged through the community pharmacy. This may require advance notice, so an early evaluation is beneficial. Offers a caring, listening presence when you are struggling emotionally or spiritually Educates other caregivers in the art of spiritual and religious care mind, body, and spirit Are available to all people Believes that healing involves the whole person: mind, body, and spirit

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Spiritual Health Values Encourage spiritual and emotional health for all patients, families, and staff Respect people and their beliefs, religious practices, and culture Address the spiritual and religious issues that arise when a person is facing change, ill, or dying Help patients to reflect on their life stories to find meaning and healing Foster connections with faith groups that could be a source of support for the patients and their families Spiritual Health Providers Visit patients offering support and an attentive listening presence as patients and families strive to connect with their own inner resources Offer support during times of confusion, fear, and crisis Comfort families and friends who are grieving Provide worship services Help patients practice their religion Discuss ethical issues and spiritual needs with the health care team There is a sanctuary located on the main floor near the Emergency Department that provides a place for meditation, reflection, and prayer. It is always open. Non-denominational worship is held each Wednesday. A weekly schedule will be posted on the door, to welcome those who want to walk the labyrinth.

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We provide holistic care, which includes care for the body, mind, and spirit. For this reason, it is important for us to record personal information, including your religion. The information will be handled in accordance with the Personal Health Information Act and will be used to help meet your care needs while you are at VGH. Community faith leaders, clergy, and religious visitors from the community may come to VGH to visit patients of their own religion. Your name and location will be disclosed to them unless you wish your name excluded from the list. Please inform your nurse as to your wishes. To access spiritual health services, ask your RN to contact the chaplain for you or call (204) 477-3216 directly to speak to a chaplain.

Rehabilitation Services

You may be seen by one or more of the following disciplines based on your treatment goals:

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Physiotherapist The primary role of physiotherapy is in the preservation, development, and restoration of maximum physical function. Rehabilitation assistants also play an integral part in the treatment of inpatients. Under the guidance of the physiotherapists they work directly with the patients supporting them in both mobility and function. Physiotherapy services are provided 7 days a week from 8:00 a.m. - 4:15 p.m. Full services are provided Monday - Friday, with limited service on weekends and statutory holidays for inpatients. Outpatient services are provided Monday Friday only.

Rental service Mobility aids and adaptive equipment that you may need for your discharge are now available from the Rehabilitation Services department located on the ground floor.

Speech-Language Pathology Offers assessments and management of swallowing and communication disorders for adult inpatients on a consultative basis. The Speech-Language Pathologist also provides education and advocacy to patients and their family/caregivers. If you have concerns about swallowing or communication please advise a member of your health care team. The Speech-Language Pathologist is available during the day, Monday to Friday.

Occupational Therapy Assists patients to lead satisfying, productive, and independent lives. Occupational therapists complete a variety of assessments (e.g. cognitive, functional, seating) and interventions (e.g. recommend adaptive equipment, community resources) to promote quality of life. Occupational therapists consider the patients occupation, abilities, and environmental factors to assist with discharge planning. Rehabilitation Assistants, under the guidance of Occupational Therapists, work directly with patients, supporting them in the functions of daily life. Occupational therapy services are provided Monday - Friday, 8:00 a.m. - 4:15 p.m. One Occupational Therapist is available Saturday and Sunday, predominantly for the Emergency Department.

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Respiratory Therapy Work with you and your health care team to assist patients experiencing breathing problems. Respiratory therapists have a key role in the critical care management of patients required to be on mechanical ventilators, are integral members of the Code Blue team in acute emergency situations, and work closely with the Home Oxygen Program to provide a smooth transition for patients requiring oxygen at home post discharge. Other specialized duties include obtaining and analyzing arterial blood gas samples, performing pulmonary function testing, and educating patients about their conditions and self-management techniques. The role of social work is multifaceted and complex as we strive to meet the psychosocial needs of primarily the patients, and secondarily the families of patients at VGH. As a team, we work with patients on disposition planning for home or transitioning from home to alternative levels of long-term care; addictions; mental health; safety to self; violence within relationships; supportive and grief counseling; advocacy; family support; assisting in navigating systems, educating on issues such as Enduring Power of Attorney, Health Care Directives, and Last Will and Testament.
Social Work Services

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Our department focuses on opportunities for the Victoria General Hospital to review and improve the care provision relationship with our patients and their families. We work to ensure that your stay with us is as safe as possible. We are continually striving to improve the quality of care that patients and families receive at the Victoria General Hospital. The Manager, Patient Experience & Quality Improvement is available to meet with patients and families to assist with any issues related to a patient/family members stay with us. Patient Relations involves advocating for patients and families. We ask that you speak to any member of the health care team, the Manager of Patient Care for your unit, and then if necessary, to our Manager, Patient Experience &Quality Improvement. Please see the Its Safe to Ask poster at your bedside for contact names and phone numbers.
The Patients View Patient Relations

Quality & Patient Safety

Please complete The Patients View survey found in the Welcome Package, and hand it in at the unit desk as you are discharged, or if you prefer, mail it back to us at the address provided on the form. Your comments really do matter to us. If you would like to meet with the Aboriginal Patient Advocate, please speak to your nurse or Manager of Patient Care, and this will be arranged for you.
Aboriginal Patient Advocate

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The goal of the Infection Prevention and Control Department is to minimize the occurrence of infection and prevent its spread to patients, staff, and visitors. Hand hygiene is the single most effective way to prevent the spread of infection. Hand hygiene refers to either cleansing your hands with soap and water or using hand sanitizer.
Hand Hygiene Infection Prevention

Infection Prevention & Control

Using Soap & Water: 1. Wet hands with warm water. 2. Apply soap to your hands. 3. Rub hands together for 10-15 seconds. 4. Make sure to create a good lather. 5. Cover all hand surfaces including the backs of your hands, between your fingers, your thumbs and under your fingernails and rings. 6. Thoroughly rinse your hands under warm running water. 7. Pat hands dry with a paper towel. 8. Turn off faucet using the paper towel. Using Hand Sanitizer Hand sanitizer dispensers are available on the walls outside patient rooms as well as other locations throughout the hospital. They are for use by staff, patients, family, and visitors.

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1. Apply 2-3 ml of the hand sanitizer in the palm of your hands. 2. Rub hands together covering all surfaces including the back of your hands, between your fingers, your thumbs and under your fingernails and rings until the product is completely dry (approx. 15 seconds).

Your Role in Infection Control

Everyone has a role to play in the prevention of infection. You can do your part by following these steps: Perform hand hygiene regularly. Remind all healthcare workers to perform hand hygiene before and after carrying out care duties. Do not share personal care items such as razors, toothpaste etc. Ask your visitors to perform hand hygiene before and after visiting. Remind your visitors to use the public restroom rather than the bathroom located in your room. Ask your friends and family to postpone their visit if they are sick or feeling unwell (colds, fever, diarrhea etc). Cover your cough/sneeze use a tissue or your upper sleeve. Discard used tissues directly into the garbage can. Be sure to wash your hands. Please wear a mask if you are asked to by staff.
Infection Prevention Terms
Routine Practices

Routine practices refer to actions performed by health care workers to help prevent the spread of germs. These include hand hygiene and the use of gloves, gowns, and masks when performing certain patient care duties. Routine practices are used for all patients regardless of diagnosis or infection status.

Hand Hygiene Audits Hand hygiene audits are conducted periodically throughout the hospital. Feel free to ask your healthcare staff if they have washed their hands prior to working with you.
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Additional Precautions There are some situations where extra precautions, other than Routine practices, are needed to prevent the spread of infections. These are referred to as Additional Precautions. A sign will be posted on the door to the room outlining the steps that are required prior to entering the room. Please note that no diagnosis is identified.We are committed to protecting the health and safety of our patients, visitors, and staff. Patients who are sick are not able to fight off infections as easily as healthy people. Visitors with symptoms of acute infection ie. cough, fever, vomiting, diarrhea, coryza, rash, and conjuctivitis should not visit unless the visit is essential ie. parent, guardian, or primary caregiver in which case you will be instructed and supervised in precautions to take to minimize transmission of infection. You may be required to wear personal protective equipment (PPE) which may include a gown, mask, and gloves. Hand washing is the best way to prevent the spread of infection. Please wash your hands often or use the alcohol hand rub that is available throughout the hospital.
Infection Control Guidelines for your Visitors

The Victoria General Hospital reserves the right to restrict visiting hours and place other conditions (e.g. infection control restrictions and/or precautions) based on emergency measures and other circumstances , as needed. Visitors must read and follow the infection control guidelines posted at all entrances. If an isolation sign is posted on your door, all visitors must report directly to the Nursing Station for instructions.

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Visitors: Please wash your hands before and after visiting. Do NOT use the washrooms in the patients rooms - public washrooms are available on all units. Do NOT sit on the patients bed during your visit. Do NOT use the patients phone. Do NOT share the patients food or use any of their utensils, glasses, or cups. A referral to Home Care is usually made by a member of the health care team if home support services are required. The Victoria General Hospital Foundation Laboratories provide a full range of services including biochemistry, hematology, microbiology, surgical pathology, and cytology services. It is an integral part of the WRHA Laboratory medicine program and through the WRHA network of Laboratories and Cadham provincial laboratory, all specialized pathology services are available. Hours: Monday-Friday 8:30 a.m. - 3:00 p.m.
Lab

Other Hospital Services


Home Care

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The Victoria General Hospitals Diagnostic Imaging Department provides high quality diagnostic services to help with the diagnosis and treatment of our patients. The services include: Computerized Tomography (CT) Scanning, Ultrasound, Non-invasive Cardiology (EKG), Nuclear Medicine and general imaging (X-Ray). We were the first site in Winnipeg to introduce a fully integrated filmless imaging system. This means that all images are now stored digitally, providing a more efficient (and environmentally friendly) service. The Oncology Program provides consultation and treatment for patients with cancer and diseases of the blood. Our goals are to provide the most current cancer treatments and techniques possible, while providing appropriate palliative care for patients and families in the home and hospital. We strive to meet the educational needs of patients, families, the public, as well as our staff.
Surgery Oncology

Diagnostic Imaging

The Victoria General Hospital Surgery Program utilizes innovative technology, allowing patients to return home, to work, and usual activities quicker. Our inpatient surgical unit provides care to patients and families pre- and post-surgery. Sometimes day surgery procedures may require an overnight stay for shortterm monitoring of the patient (i.e. sleep apnea). Surgicentre The Victoria General Hospitals same day surgery department accomodates approximately 80 patients per day.

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Pre-Anesthesia/Pre-Admission Clinic If necessary, patients attend the clinic prior to their surgery to discuss health care needs and their upcoming surgery. Patients are interviewed by a nurse, and often an anesthesiologist.
Specialty Care Programs

Specialty Care Programs includes the Emergency, Critical Care (ICU) and Mental Health programs.

Emergency Department The specially educated team in the Emergency Department assesses and cares for approximately 80100 patients per day, including patients who have experienced all types and levels of health crisis.

Mental Health The Mental Health team specializes in the care of patients experiencing a variety of mental illnesses, focusing their care around the Recovery Model, which emphasizes that although people may not be able to have full control over their symptoms,they can regain full control over their lives.

Intensive Care Unit The specially educated team in the eight-bed Intensive Care Unit (ICU) cares for critically ill patients requiring close monitoring, including those suffering from serious cardiac, respiratory, and other illnesses.

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The clinical teaching unit (CTU) is an acute care unit that is physically located on 4-South. The CTU is affiliated with the University of Manitobas department of internal medicine. It is a closed unit, which means that only assigned physicians can admit to this unit. All patients on the CTU are cared for by an interdisciplinary team of healthcare professionals, including the attending physician, senior resident, interns and medical students. This unit is for acutely ill patients. Once a patients health status has stabilized and they no longer require the care provided on this acute care unit, they will be cared for by the attending physician and they may be transferred to a less acute medical unit. Patients who become acutely ill on other VGH medical units, with consultation, may be transferred to the CTU to be cared for until they stabilize. The Mature Womens Centre (MWC) was created to meet the health care needs of women as they move through menopause transition. The centre is unique in Canada because it utilizes a nurse managed health care service model. The MWC is a referral based program for individuals requiring comprehensive management of their menopausal and post menopausal concerns. All patients are seen for their initial assessment, counselling and investigation by a Certified Menopause Practitioner (through the North American Menopause Society) and N.C.C. (National Certification Corporation) Menopause Educators. Some examples of referrals may include: problems managing hormone therapy, abnormal or heavy uterine bleeding, osteoporosis concerns, vaginal health or sexual health issues.
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Clinical Teaching Unit

HAlt Program (Hysterectomy Alternatives) The HAlt program offers medical, minimally invasive, and surgical procedures to women seeking treatment for benign conditions of the uterus.

Simple treatment interventions or diagnostic procedures are performed in the Procedure Room under local anesthetic or conscious sedation. This Procedure Room is one of a kind in Manitoba.

If you or your family requires the assistance of an interpreter, please contact the Manager of Patient Care for your unit to make that request. Interpreter services are available with some notice, at no charge to you. The one common experience that nearly all patients have during some stage of their involvement with the health care system is waiting. There are waiting periods at virtually all stages of care. We are committed to keeping waiting times as short as possible. Please be aware that you and your family may experience waiting periods that may tend to become frustrating. We appreciate your patience and understanding.
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Interpreter Services

Telephone Triage Women wanting general information on menopause or osteoporosis issues will be able to speak to a knowledgeable nurse. Contact the Centre by calling (204) 477-3505.

Waiting & Delays

Transfers to Another Hospital

At times you may need to be transferred to another hospital for special tests or procedures, or to accomodate your recovery needs. Arrangements for these transfers will be made by your health care team. The team will keep you fully informed about the reasons for such a transfer. Questions about your transfer should be directed to the Manager of Patient Care for your unit.

Discharge does not always mean that you are fully recovered. It means your condition no longer requires acute care in a hospital. Discharge planning ensures that your transition to another level of care at home or another facility is as smooth as possible. Part of the transition from hospital to home may involve working with Allied Health team members. Please ensure that you have the following items at the hospital for your mobility and functional assessments:

Discharge is a process that starts on admission to hospital, and ends when you leave the hospital for home or other more appropriate residence, based on your needs.

Discharge and Preparing for Discharge from Hospital

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Clothing: top/shirt; housecoat; pants; undergarments; socks Walking shoes and/or slippers with good grip, walking aid Incontinence products (such as pull-ups if used)

Toiletries: toothbrush, toothpaste; comb, bursh; electric shaver; mirror (if preferred) Glasses (if used) Dentures (if used) Hearing Aids (if used)

It is important for you and your family/caregiver to know what to expect when you are being discharged. You and your family will be given as much notice about the expected discharge date as possible. It is your responsibility to ensure there are arrangements for transport, by 11:00 a.m., on discharge day. It is also up to you to ensure the equipment you require has been purchased or obtained prior to discharge. You may also want to have your family/caregiver arrange for groceries and/or medications to be picked up before your discharge date.

The members of your interdisciplinary health care team, you and your family will all be involved in the planning for your discharge. Your discharge goals will be written on your white board, and will be updated as required. If you are not going to be discharged home, an alternate setting of care will need to be explored. This is done once you are medically stable and no longer receiving active treatment. If an alternate setting of care is part of your discharge plan, you will receive information and will work closely with a hospital Social Worker.

*All items should be labeled with patients name upon arrival.

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On the Day Before Discharge

On the Day of Discharge

It is expected that you will leave the hospital by 11:00 a.m. the next day. If you require assistance to pack up and be ready to go by 11:00 a.m., please have a family member or friend arrive earlier to assist you. The patient and family are responsible to ensure belongings are packed up and taken home. Please check all drawers and the closet.

Send any flowers or gifts home Discuss any outstanding discharge needs with your nurse Discuss any outstanding discharge needs with your physician (care, follow-up prescriptions, etc.) Let a family member or friend know that you will require transportation home the next day

You will be asked to: get up get dressed pack up the rest of your belongings wait in your room or the patient lounge on the unit until your transportation arrives

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Patient Amenities & Services


Food Services
Patient Meals

Your diet, as ordered by the doctor or the dietitian, will be supervised by our Dietitians, Food Service Department and the Regional Distribution Centre, which is part of the Nutrition and Food division of the Winnipeg Regional Health Authority. All patients meals are made fresh in Winnipeg and delivered to the Victoria General Hospital three times daily. When on special diets, it is very IMPORTANT that you dont consume other foods without discussing it with the Dietitian or the nursing staff. Patient meals are delivered to the units at approximately 8:00 a.m., 12:00 p.m., and 5:00 p.m.

Retail Food Services

Vic Bistro 11:00 a.m. 2:00 p.m. Monday - Friday Closed weekends & holidays Tim Hortons 6:30 a.m. - 8:00 p.m. Monday - Friday 8:00 a.m. - 7:00 p.m. Saturday, Sunday, & weekends Vending machines are available in the Vic Bistro, the Emergency Department, and the front lobby.
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The Vic Bistro is located on the ground floor of the Hospital.

Catering services may be provided by the hospital cafeteria at a nominal charge for patients celebrating a special event (e.g. birthday). Please arrange with the patients nurse or Manager of Patient Care. If you misplace any belongings while in the hospital, let a member of your health care team know as soon as possible. We will endeavour to locate your belongings on your behalf. It is important that all items you bring to the hospital have your name on them. The Victoria General Hospital is not responsible for lost items.

Misplaced Belongings

Families may wish to take out a special rider on their home insurance to cover the replacement cost of lost items such as hearing aids, dentures, and glasses. If you experience the loss or damage of one of these items while at the hospital, you may choose to claim the replacement item on your income tax as a tax deduction. Some manufacturers will cover an item for up to one year, including loss or damage.

Lost & Found

Found items can be brought to the reception desk inside the front entrance. To enquire about a lost item, speak to a member of your health care team and/or contact the main reception desk at (204) 269-3570. Telephones are available in most rooms. In standard and semi-private rooms, the phone is shared. Long distance calls cannot be charged to your room number.

Telephone Service

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Receiving Calls

Central call-in line number: (204) 477-3221 Room extension number: _____ (found on patient phone).

All incoming calls are routed through one central all-in line where you will hear recorded instructions. People wishing to call you require the following information:

Please provide family and friends with all necessary numbers and extensions to ensure all calls go directly to your room.
Outgoing Calls

Local calls Dial 7 and then 204 and the 7 digit number.

Hospitality Network, in partnership with Victoria General Hospital, is pleased to provide patients with personal bedside television rental service. A portion of the revenues generated is returned to the hospital to help fund various hospital improvements. Please turn your television on and follow the instructions on the screen.

Television

Long distance Dial 7 and then 0 to reach the MTS operator. Call collect, make 3rd party charges, or use a calling card.

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Victoria General Hospital is grateful for the assistance provided by its 400 plus volunteers who enhance and complement the quality of care provided to our patients.

Volunteer Services

You will recognize our Victoria General Hospital volunteers by the royal blue jackets or vests that they wear. Volunteers assist in a variety ways such as greeting and assisting visitors upon arrival at the hospital, assisting patients with admission for surgery/appointments and tests and delivering water jugs, meal trays and flower deliveries, just to name a few. In addition to assisting patients and staff in patientrelated areas, volunteers also raise funds through the Guild of Victoria General Hospital. Funds raised through the Gift Shop and other special events are donated to the hospital to enhance patient care and services.

Our volunteers are always looking for ways to make our patients stay more enjoyable. If you or your family requires the assistance of a volunteer, please call the Volunteer Office at (204) 477-3347. In addition, if you or someone you know would like to become a volunteer, please call our office at the number above or visit us online at www.vgh.mb.ca and select the Volunteer Guild button.

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Gift Shop

The Gift Shop is located on the main floor of the hospital and is operated by volunteers. 100% of the profits are donated to the hospital through the Guild. The Gift Shop offers freshly made coffee and a variety of refreshments, gifts, fresh flowers, greeting cards, toiletries, and magazines.

A volunteer will deliver mail directly to your room. In addition to this, family and friends can send a Well Wish (electronic mail) to a patient through our hospital web site (www.vgh.mb.ca) by clicking on the Victoria General Hospital button and selecting Well Wishes Program from the menu. The Well Wish is sent via the Volunteer Services Office and will be delivered to the patient by a volunteer.

Mail Services

Hours of Operation Monday to Friday 8:30 a.m. 8:30 p.m. Saturdays, Sundays and Holidays 1:00 p.m. 4:30 p.m.

Hairdresser Services

A licensed hairstylist is available once weekly on Tuesdays. A variety of services are available (with the exception of perms and colours) and are performed in the patients rooms. Appointments are made through the Volunteer Services Office located on the ground floor or by calling (204) 477-3347. Office hours are Monday to Friday from 8:30 a.m. to 3:30 p.m., Saturdays and Sundays from 8:30a.m. to 3:30 p.m., and closed on all statutory holidays.
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Use of cell phones and other electronic devices are only permitted in approved areas of the hospital. Please obey all signage and/or ask hospital staff before using these devices as they may interfere with hospital equipment. Thank you for your assistance in ensuring the safety of all our patients. Battery operated portable radios and CD players are permitted in the hospital. These devices must be equipped with ear phones so as not to disturb other patients. Please ensure that they are labelled and put away when not in use. Newspapers are delivered by volunteers Monday Saturday mornings. Daily newspapers are available for purchase from the vending machines in the front entranceway.

Cell Phones

Portable Radios & CD Players

Newspapers

Library

Victoria General Hospital has a health information library open to patients and family members. The library is located on the ground floor of the hospital. Hours of operation are 8:30 a.m. to 4:30 p.m., Monday to Friday. The library is a branch of the University of Manitoba Health Sciences Libraries.

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Staff of the VGH Library can assist patients and families with locating and accessing reliable health information. Patients and family members are welcome to visit the library in person or contact the library for information assistance by phone or e-mail, or through a VGH staff person. A collection of consumer health books on a wide variety of health topics are available for borrowing by any patient or family member. The library also has computers which can be used by patients and family members. Online health resources can be found from the University of Manitoba Libraries and Winnipeg Public Library at: http://libguides.lib.umanitoba.ca/consumerhealth Contact information for the VGH Library is: Telephone: (204) 477-3307 E-mail: vghlibrary@umanitoba.ca

Patient/Family Computers

A computer for patient and family use is located on the 3rd floor of the hospital off the elevator to the Mature Womens Centre (3 North). The computer has Internet access and can be used to send e-mail or look up information. Individuals are asked to bring their own headphones or ear buds if listening to sound on the computer is needed. Printing is not available at this computer.

Computers are also available in the VGH Library located on the ground floor of the hospital. The library has a printer and headphones for individual use. Library hours are 8:30 a.m. to 4:30 p.m., Monday to Friday.
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Banking Machine

There is a banking machine available for use on site on the main floor of the hospital. Vending machine service is available 24 hours a day. Machines are located in various locations throughout the hospital. There is a mailbox located in the front entrance of the hospital.

Public Washrooms Safety & Security

Public washrooms are located throughout the Victoria General Hospital. Please note that patient washrooms are for patient use only. Accessible public washrooms are available on the main floor, behind the elevators. Each member of the health care team is required to wear an identification badge that states the staff persons name, job title, and department. Trained security officers ensure a safe and secure environment for patients, families, visitors, and staff. Security officers are on duty in the hospital 24 hours a day, and are identifiable by their uniforms and identification badges. If you notice any suspicious behaviour or individuals, please inform a member of your health care team. Fire drills are held regularly so that the entire hospital is fully prepared if and when a fire occurs. When you hear the fire alarm, the location will be announced over the public address system. Do not be worried if your hear the fire alarm or if a staff member closes the door to your room. Please remain where you are unless a staff member or the Fire Department directs you to another location during the fire alarm. Elevators are not to be used during a fire drill or in the case of a fire. Fire exits are clearly marked throughout the hospital.
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Fire Safety

Bus service is available at the front of the hospital. For schedule information, contact Public Transit at (204) 986-5700 or see bus pamphlets in the front lobby of the hospital.

Bus Service

Taxi Service

Supporting the Victoria General Hospitals Mission

For taxi pick-up, use the taxiline at the front desk in the hospital lobby.

The Victoria General Hospital Foundation was established in 1971 with the purpose of inspiring donors and fostering community and financial support to enhance the Victoria General Hospitals ability to provide the best patient care. Government funding is not always available or sufficient for many important functions and activities. Through the support of thousands of donors, the Victoria General Hospital Foundation is able to provide the hospital with additional funds that ensure the ongoing provision of excellent health care in our community. These valued donors include volunteers, staff members, community members, foundations, corporations, and community groups.

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Donations can be made in your name or in honour of staff member(s) or a unit that helped you the most. Donations can also be made in memory of a loved one. The Foundation will notify the person you wish to honour. Donations and inquiries can be made in person at the Victoria General Hospital Foundation (near the main entrance of the hospital) by mail to 2340 Pembina Highway, Winnipeg, MB R3T 2E8 by phone (204) 477-3513 or 1-888-335-3716 online at www.thevicfoundation.ca

The generosity of our donors impacts every area of our hospital, including the following: Victoria Institute of Clinical Research & Evaluation Education Medical Equipment Hospital Renovations Hospital Redevelopment Victoria Lifeline

We are fortunate here at the Vic, as all of our administrative and fundraising costs are covered by revenues from parking and other ancillary services. This means that every dollar of every donation is used to improve patient care.

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Victoria Lifeline is a not-for-profit, community service of the Victoria General Hospital Foundation. We provide a 24-hour personal response service that enables older adults and others with physical challenges or medical conditions to live safely and confidently in their own homes. Press a wireless button worn around your neck or wrist if you need help of any kind. This sends a help needed signal to the Lifeline Response Centre. Trained monitoring personnel at the Lifeline Response Centre first try to make voice contact with you and then if help is needed or there is no response, send for a family member, friend, neighbour, or emergency services to come to your home to help. In addition, our AutoAlert button is able to detect serious falls and send a signal automatically which can make all the difference if you have lost consciousness or are unable to press your help button. Through our partnership with Philips Lifeline, more helpful services are coming soon to support safety and independence GoSafe, a GPS-based version of our button that can send help wherever you may be and the Personal Medication Dispenser that stores, reminds, and dispenses the right medication at the right time.

Call us at (204) 956-6777, ask one of your hospital staff for a brochure, or visit our website at www.victorialifeline.ca.

Reassurance - Security - Independence Make Victoria Lifeline part of your discharge plan.

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Donations in support of Victoria General Hospital research may be made through the Victoria General Hospital Foundation.

You will not be enrolled in a research study without your knowledge or consent. Participation is entirely voluntary, so it is always up to you to decide if you want to take part in a research study. Please contact the VIC R&E department at (204) 477-3374 or ask your doctor to see if there may be studies available to you.

The Victoria Institute of Clincal Research and Evaluation (VIC R&E) of the Victoria General Hospital supports research and education that contributes to improved patient care. During your stay, you may be approached to participate in research to help VIC R&E learn about which procedure, technique, tool, drug, vaccine, or medical device is better and safer. You may be asked to participate in research that does not involve treatment, but instead may require interviews or questionnaires.

Victoria Institute of Clinical Research and Evaluation (VIC R&E)

We Value Your Opinion

All Victoria General Hospital staff and volunteers are committed to providing you with the highest quality of care. Please take the time to fill out the Patients View questionnaire and/or a comment card and leave it in the marked box at the elevator before you go home. Feel free to speak to any member of your health care team, the Manager of Patient Care, or our Manager, Patient Experience & Quality Improvement.

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