Michael Garron Hospital Patient and Family Guide

Welcome to Michael Garron Hospital

Dear patients, clients and family members,

On behalf of the entire team at Michael Garron Hospital (MGH), I would like to welcome you to our community. We understand this may be a difficult time for you and your family. Our staff, physicians and volunteers are committed to offering you a supportive and inclusive place of healing during your stay with us. We wish you a safe recovery as we work together to transition you back to the comfort and safety of your home or another health care facility as soon as possible.

We hope this Patient Guide will help to answer any questions you may have during your hospital stay. If you wish to speak to someone, we encourage you to reach out to a member of your care team, the manager on your unit, or the Patient Relations Department.

For 95 years, MGH has been the heart of East Toronto, strengthening our vibrant, diverse community by providing excellent health care. We believe in partnering with you to deliver high-quality, compassionate care, tailored to your needs – because your voice matters when it comes to making decisions about your health.

We serve over 400,000 people in 22 distinct neighbourhoods across East Toronto and beyond. Our programs range from delivering babies, caring for children during their formative years, to providing emergency, mental health and surgical services; and enhancing quality of life for people with life-limiting illnesses. But we also understand that your health and well-being does not stop when you leave our hospital; that is why we also work closely with our community partners, family physicians and health providers across East Toronto to offer you more seamless transitions from the hospital, back into the community and connect you with services that help keep you well.

Your comments and suggestions are important to us. We encourage you to give us feedback that will help us understand how we can make your visit as comfortable as possible.

Sincerely,

REDEVELOPMENT PROJECT

MICHAEL GARRON HOSPITAL REDEVELOPMENT PROJECT

PROJECT FEATURES

PROJECT FEATURES

- 215 acute care inpatient beds

- 80% single-patient bedrooms with private washrooms

- Use of natural light

- Clear, intuitive signage

- Four levels of underground parking

- Green rooftop gardens

- Expansive vehicular drop off

- Lush community landscaping

- Central food court and retail spaces

- Co-located clinics for ease of access

- State of the art technology and equipment

- Spacious and efficient clinical workspaces

STAY CONNECTED...

LOOKING AHEAD

WHY WE’RE REDEVELOPING

WHY WE’RE REDEVELOPING

Throughout history, MGH has continually adapted its campus and facilities to meet the changing healthcare needs of the community

Today, we find ourselves in a position where we can no longer rely on expansion. We must replace some of our most outdated clinical care areas to ensure we may continue to provide a welcoming, safe and efficient facility for our patients and their families.

MGH’s redevelopment project the creation of the eight-storey Ken and Marilyn Thomson Patient Care Centre (Thomson Centre) at the corner of Coxwell and Sammon Avenues, which opened in early 2023; renovations to some of our existing spaces; and the demolition of several outdated wings.

After the opening of the Thomson Centre in early 2023, MGH, in partnership with EllisDon and Infrastructure Ontario, is embarking on the next phase of its campus redevelopment project, which includes renovation, demolition and landscaping work. This next phase is ongoing and will continue until 2026. Some milestones of this phase include interior renovations to existing spaces (e.g. maternal newborn and child clinics, food court); construction of a new entrance on Coxwell Avenue; and the demolition of A, B and C wings.

During this time, patients and visitors can expect to experience noise, hallway closures and detours around the hospital. We’re very excited about the next phase of this transformational project as it is the largest construction project in the history of MGH – a project that will forever change the organization and the care we provide the East Toronto community.

FEELING THANK FUL?

When you honour our team members with a donation, you show them their care and attention make a difference. Your donation helps other patients too.

DR. RAMONA JOSHI Palliative Care Physician

Our Vision, Purpose and Values

Our Vision

Great care inspired by community.

Our Purpose

Building a healthier community together.

Our Values

Compassion. Respect. Integrity. Inclusion. Courage.

Hospital Map

Please note: Due to MGH’s ongoing campus redevelopment, this map may be out of date. Please visit our website for the most recent map: tehn.ca/hospital-campus-map

Land Acknowledgement

We acknowledge the sacred land on which we currently are situated upon, the traditional territories of the Wendat, Haudenosaunee (Ho-denoh-sho-nee), the Anishinabeg (Ah-nish-in-nah-beg), and the Mississaugas of the Credit. This territory is covered by the Dish with One Spoon Wampum Belt Covenant, an agreement between the allied nations to peaceably share and care for the lands around the Great Lakes.

We recognize the many Indigenous Peoples who presently live on this land known as Turtle Island as well as their ancestors. We further recognize that the contributions and historic importance of Indigenous Peoples must be clearly and overtly connected to our collective commitment to make the Truth and Reconciliation Commission of Canada: Calls to Action real in our communities and in our work.

The hospital will remain committed to advancing Indigenous sovereignty in the work that we do, knowing that this is not a single action, but an intentional journey.

Inclusive Care

Accessibility

MGH is committed to providing barrier-free access for all persons to its environments, programs and services. We are continually working to make our space more accessible and have embarked on a multi-year redevelopment project that will modernize our physical space to meet and exceed the accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA) and its regulations, including the Accessibility Standards for Customer Service.

See and learn more about the hospital’s Accessibility Plan at tehn.ca/accessibility.

Indigenous Health Services

We acknowledge the rich diversity, history and heritage of Indigenous people across the Greater Toronto Area and Southern Ontario. We are honoured and privileged to live and work on these lands.

We are committed to building stronger relationships with Indigenous communities and to creating an environment that supports culture and tradition and improves health outcomes for Indigenous peoples. If you identify as First Nations, Inuit or Métis, and are coming to MGH for care, the Spiritual Health Team will work with community health partners to access traditional medicines, ceremony and traditional healers.

If you are receiving treatment in our Oncology Department, staff and Spiritual Health can help you access our sacred drum, which was gifted to the hospital in partnership with the Indigenous Cancer Care Program.

Rights and Responsibilities

Our Commitment To Each Other

At MGH, patients, family members, friends, staff, physicians, volunteers and learners are committed to working together.

When we work together, care is safe, appropriate, patient-centred and in line with our values.

Everyone at MGH will:

• Give and receive fair and compassionate treatment regardless of religion, ethnic origin, age, sex, gender identity, gender expression, sexual orientation or ability.

• Commit to respecting traditional healing practices, ceremonies and medicines as part of a community member’s healing journey.

• Welcome family and friends to be a part of care, as wanted by the patient.

• Communicate in a way that is clear, open and honest.

• Share information that will help make informed care and treatment decisions.

• Listen to and respect each other’s ideas and choices.

• Respect each other’s privacy.

• Create a safe place to talk about what went well and what can be improved.

• Work together to build a safe environment.

• Work together to make things better.

We are here to support you. If you have feedback or a concern, please contact the unit manager or Patient Relations: 416-469-6096

patient.relations@tehn.ca

Patient Relations Office

At MGH, we value feedback from patients and families so that we can better understand how they experience our care and services. The Patient Relations Office provides patients and families a supportive opportunity to share compliments, concerns, questions or suggestions about their experiences at MGH.

The Patient Relations Office supports patients, families, and community members by:

• Answering questions about services at the hospital and explaining hospital policies and procedures.

• Assisting with healthcare system navigation.

• Listening to concerns and discussing reasonable follow-up options.

• Identifying the appropriate staff member, leader or physician to address concerns.

• Facilitating the complaint resolution process.

Contacting the Patient Relations Office:

• In-person: The office is located on the main floor - B Wing, Room B117. It is open Monday to Friday, from 9 a.m. to 3 p.m. (excluding holidays)

• By phone: 416-469-6096

Outside of office hours, please leave a message and we will return your call within one business day.

• By email: patient.relations@tehn.ca

• By mail: Patient Experience Specialist

Michael Garron Hospital 825 Coxwell Avenue Toronto, ON M4C 3E7

Your Healthcare Team

Your medical team will help care for you while you are in the hospital.

Your medical team will include:

• Attending Physician: A doctor who is in charge of your care while you are in hospital. They also supervise the fellows, residents or medical students who may also be involved in your care.

• Resident or Fellow: A doctor or clinician who is completing their training at the hospital.

• Registered Nurses: A nurse who keeps track of your health and well-being, and teaches you about your illness or injury. They also supervise nursing students who may also be involved in your care. Each day, you may have two to three different nurses.

Your medical team may also include:

• Consulting Physician: A specialist doctor who is asked by the Attending Physician to give recommendations about specific aspects of your care. They also supervise the fellows, residents or medical students who may also be involved with the consultation.

• Physician Assistant: A medically educated clinician who works with the doctors. They help assess and manage your health and medical needs while you are in the hospital.

• Nurse Practitioner: A nurse who has additional education and

specialized training to assess and manage your medical needs and plan your care. They can make diagnoses, order tests, interpret results and prescribe medications.

Depending on your needs, other care team members may also help support you and help you prepare to leave the hospital. This may include:

• Dietitian: Helps you choose the right foods for your meal planning.

• Occupational Therapist: Helps you plan how to safely do everyday activities such as eating, bathing and getting dressed.

• Physiotherapist: Helps you plan how to be more independent by building your strength, balance and coordination.

• Social Worker: Helps you manage your feelings, relationships and money needs. They may help you plan for when you go home.

• Speech-Language Pathologist: Helps you with problems talking or swallowing.

• Home and Community Care Support Services staff: Help set you up with care in the community to support your transition home or find you a long term care home, if needed.

MGH is a teaching partner with the University of Toronto and a number of other learning institutes. During your time at the hospital, you may be seen by medical trainees and students. In addition, the hospital continuously participates in research studies and innovative initiatives.

Spiritual Health

MGH’s Spiritual Health Practitioners are Registered Psychotherapists (CRPO) and are affiliated with the Canadian Association for Spiritual Care (CASC). They are available to provide:

• Emotional support (suffering and coping)

• Religious support (prayers and rituals)

• Spiritual support (meaning and purpose)

• Grief support (death and loss)

• Family and caregiver support

If you, or one of your family members, would like to speak with a Spiritual Health Practitioner, please ask any member of your care team to connect you. You can also contact Spiritual Health directly at 416-461-8272 ext. 6550. Spiritual Health Practitioners are on-site Monday to Friday, from 8:30 a.m. to 4:30 p.m.

Volunteer Services

More than 550 volunteers give thousands of hours each year to help in over 40 areas of the hospital. Volunteers are an important part of providing patients with excellent care at the hospital.

Volunteers offer many services, including:

• Pet therapy

• Therapeutic touch

• Friendly visiting

• Comfort choir

• Knitted blanket delivery

To access services or to become a volunteer at the hospital, please contact Volunteer Services at volunteer@tehn.ca.

Parking Rates

Parking

MGH’s main public parking is in the Dewji Family and Mr. Lube Parking Garage (entrance on Sammon Avenue east of Coxwell Avenue). Patients and visitors are encouraged to park on P1 and P2 of this undergrand parking garage. Please note, as of November 1, 2022, the Sammon Avenue Visitor Lot (west of Coxwell Avenue) is no longer available for public parking.

Monday to Friday

Weekends and Holidays

Long-Term Parking Passes

We have five-, 10- and 30-day hospital parking passes available to patients, families and visitors. Parking passes provide access for

patients and visitors with in-and-out privileges 24 hours a day and are transferable for up to three vehicles for the Dewji Family and Mr. Lube Parking Garage. Parking passes can be obtained by visiting Patient Registration (M1) on the first floor, which is open Monday to Friday from 5:45 a.m. to 11:00 p.m. and Saturday and Sunday 7:45 a.m. to 11:00 p.m.

Five-day pass ............................................. $75

10-day pass ............................................. $150

30-day pass ............................................. $450

RENEW SHORT TERM PARKING THROUGH YOUR MOBILE PHONE

‘Extend-by-phone’ is a feature that will remind you when your parking is about to expire and allow you to extend your parking through your mobile phone. In order to use this feature, look for the ‘extend-byphone’ marking on the parking meter. Once you have successfully paid for parking with a credit card, the parking meter will prompt you to enter your mobile phone number. This phone number will receive a text message when parking is about to expire and offer an option to add additional time. For more information on this feature, watch the video in this link: https://www.youtube.com/watch?v=Ih_YjkT6v3E

Parking Meters and Wheelchair Accessible Spaces

Several wheelchair accessible parking spaces are located in the Dewji Family and Mr. Lube Parking Garage.

Parking meters are also located throughout the campus and are monitored 24 hours a day, seven days a week. Please be aware that all street parking meters are operated and enforced by the City of Toronto in accordance with the City of Toronto parking bylaws. Vehicles parked at expired meters or spaces will be ticketed.

Pay and Display Parking

Parking machines are located in hospital parking lots. They accept bills, coins and credit cards.

Coxwell Avenue Driveway

Parking is prohibited in the Coxwell Avenue driveway as it is a fire route. Vehicles parked in the driveway will be ticketed by the City of Toronto.

Admission to the Hospital

If you or a family member is being admitted to the hospital, or you are visiting a friend or family member, we want your stay to be as comfortable as possible and for everyone to be informed. Please speak to a member of your care team if you have any questions or concerns. This section of the Patient and Family Guide shares information about what you can expect when admitted to the hospital and preparing to go home.

Food Services

Patient Food Services

We prepare and serve over 1,000 patient meals daily, ensuring that meals and menus are nutritionally balanced.

We offer a choice menu system based on individual dietary requirements and preferences as per your and/or your clinician’s guidance. Meal items are chosen for the next day.

Food Services staff will serve your meals during the following times:

• Breakfast: 7:40 a.m. to 9 a.m.

• Lunch: 11:40 a.m. to 1 p.m.

• Dinner 4:40 p.m. to 6 p.m.

Services in your Room

Telephone Service

Bedside telephone services are available only in some of the patient rooms. This enables you to make and receive external calls. External calls can be received from 7:30 a.m. to 9 p.m. To place a local call from a bedside phone, please dial “9” followed by the phone number. To make a long distance call, please dial “9” then “0” to reach the Bell operator. Once you are discharged, please remember to let your friends and family know that you are leaving so the next patient does not receive your calls.

You are welcome to bring your personal cellphone for use while in hospital.

Free Guest WiFi

MGH offers free guest WiFi. To access MGH’s WiFi, simply connect to the “MGH_ Guest” network, which will require an acceptance of the Guest WiFi terms of service. There is no password required.

Using your Call Bell

When you press your call bell button, a call will go to your nurse. Your nurse will get an alert on a device they are carrying. If your nurse doesn’t answer right away, they may be with another patient, in a public area or unable to receive your call. All clinical or confidential discussions about your care should happen in-person and not on through the call bell system.

Your Insurance Coverage

If you are a resident of Canada, you must have your health card with you on every visit. This shows that your healthcare services are paid for by your government health insurance plan. In Ontario, this is the Ontario Health Insurance Plan (OHIP).

Please let us know if you have private insurance coverage. We are not able to contact insurance companies to ask about coverage.

• Ask your insurance company if you have semi-private or private room coverage. If your insurance does not cover the total cost of the room you have selected, you need to pay the difference. Specific room types are subject to availability.

• If you are on maternity leave and are the primary holder of the insurance policy, ask your insurance company if you have coverage while on leave.

We do not bill travel insurance companies for charges. You will need to pay these charges directly to the hospital and request payment from your insurance company. Government health insurance plans pay for services that are medically necessary and pay for standard ward rooms.

The following are not covered by government insurance:

• Semi-private and private rooms

• Ambulance transfer services

• Orthopaedic equipment and other assistive devices (e.g. crutches, canes, walkers, collars).

• Specialized intraocular lens for cataract surgery

• Chronic Care / Alternative Level of Care co-payment

• The Deluxe Private Birthing Suite with jacuzzi for maternity patients

If you do not have valid federal and provincial government insurance coverage, you will pay for all charges during your stay. This includes standard room fees, physician fees, and diagnostic exams or tests. If you do not have insurance coverage, you will be asked to sign a guarantee of

payment agreement. Payments can be made by cash, cheque, debit, Visa, Master Card or American Express. You can also pay online by selecting “Michael Garron Hospital” or “Toronto East Health Network” through your online banking service.

Your Substitute Decision-Maker

What is a Substitute Decision-Maker (SDM)?

A SDM is someone who is legally able to make healthcare decisions on your behalf. This is only if you are not able to make them for yourself. You automatically have an SDM if you live in Ontario.

Who is my SDM?

• By law, your SDM is your closest living relative(s) by blood or marriage, unless you legally appoint a SDM.

• Please see the chart on the right to determine who your SDM is.

• If you have appointed an Attorney for Personal Care, this person(s) will be your SDM.

Why would I appoint an Attorney for Personal Care?

• You want to choose someone other than your automatic SDM.

• You want a specific person (or people) to act as your SDM(s).

• You have multiple people at the same level in the hierarchy (for example, multiple children, siblings, etc.) and you want only one or a few to act as your SDM(s).

• You want to choose a specific order or choose a backup SDM. For example, you may want your spouse first but a close friend as a second/backup Power of Attorney (POA).

Why are you asking about my SDM if I can make my own decisions?

We want to make sure we have your correct SDM on file. This is part of keeping a correct record of your healthcare. The people asking you to confirm your SDM do not ask you because they know something scary about your health that you don’t know about. Your SDM will not be contacted or asked to make healthcare decisions unless you are unable to

make them for yourself. Examples could be if you are in surgery, or if you are on medications that affect your ability to think clearly. Your SDM may also have to make decisions in life-threatening or emergency situations. It’s important that your SDM knows what’s important to you and how you make your healthcare decisions.

What’s the difference between an SDM and an alternate contact?

The alternate contact is not a decision-maker. This person cannot legally make healthcare decisions for you. This might be a friend or family member who is not your SDM. This person may be able to help reach your SDM, especially in cases when your SDM is out of town. Your alternate contact may be someone who helps you get to medical appointments or knows another way of reaching you or your SDM.

MGH Care Partners

At MGH, we know that the support of family and friends (chosen by the patient) is an essential part of the healing process. We are committed to growing our culture of Patient- and Family-Centered Care, where friends and family members are seen as essential care partners who are key players in the quality, safety and experience of patient care. In November 2020, MGH launched a Care Partners Program to formally recognize the role of family caregivers. A Care Partner is someone that a patient chooses to support their care. The Care Partner role will vary depending on the patient’s needs and may include:

• Communicating with the healthcare team and helping them better understand the patient’s needs and preferences.

• Helping to relieve stress and anxiety.

• Helping patients with their daily activities, such as eating and drinking, going to the washroom or getting up out of bed.

• Working with the team to create the patient’s care plan. If you are interested in becoming a Care Partner or want to know more information about the program, please speak to the clinical team or contact Patient Relations (416-469-6096; patient.relations@tehn.ca).

Safety

Keeping patients safe is a priority for everyone at the hospital. We want you and your family to be an active member of your own healthcare team. You can do this by asking questions when you do not understand information that is shared with you, and speaking up if you have questions. This section provides you with information on how to stay safe while in the hospital.

Seasonal Respiratory Virus

Seasonal respiratory viruses are easily spread through coughing and sneezing. One highly infectious seasonal virus is the flu (influenza). Symptoms of the flu can include fever, chills, cough, sneezing, runny nose, headache, body aches and weakness. The flu can be spread by breathing in droplets that have been coughed or sneezed into the air by a person who has the flu. The flu virus can live on surfaces (e.g. door knobs, chairs, tables) for several hours. You can get the flu if you touch contaminated surfaces, and then touch your eyes, mouth and nose.

Here’s what you can do to help prevent the spread of the flu

• Get your flu vaccine. This is one of the best ways to protect yourself from the flu.

• Do not visit the hospital if you are feeling sick.

• Clean your hands often. You can use soap and water, or alcoholbased hand rub.

Some of our providers may wear a mask when they are treating patients. Please do not be alarmed. They are doing their part to help prevent the spread of the respiratory viruses.

Outbreaks

In the event of an outbreak of an infectious disease, hospital staff will work with Toronto Public Health to stop its spread in the hospital. If there is an outbreak, take steps to keep patients, visitors, staff and volunteers safe. MGH may limit visiting in some areas/units if there is an outbreak. During an outbreak, MGH will share information with patients, families and visitors. We will tell you when the outbreak is over, and when the control measures are lifted.

Falls Prevention

What can you do to prevent a fall in the hospital?

• Know what you can and cannot do.

• Listen to staff members who will tell you if it is safe to get in and out of bed or off the toilet by yourself.

• Do not climb over the bed rails or the end of the bed. Call staff for help.

• Wear flat, supportive shoes with non-skid soles when you are walking or getting in and out of a bed or a chair.

• Turn the lights on before getting up, especially at night.

• Use the aids or devices you need when moving about (e.g. glasses, hearing aids, walkers and canes).

Patient Identification

• Hospital staff and physicians will check your identity before providing you with care, a service or a procedure. Examples include:

• When filling out paperwork

• When you get medication

• Before a blood sample

• Before treatment

• Before an x-ray

• To check your identity, staff need two of the following:

• Full name

• Home address

• Birth date

• Approved photo

• Health card number

• Staff must check your identity before every care interaction. This means you will be checked multiple times a day, even if you are familiar with your care team and/or have been at the hospital for a while.

• You should expect a check. Ask us if you are not sure if your provider has checked your identity. Remember, you are a partner in your care.

Medication Safety

When you come to the hospital

Your care team needs to know the medications you are taking. This will help them give you the best medication for your situation. You should keep an updated list of all the medications you take and any allergies you have. You can keep this list on your fridge or in your wallet. This list should include:

• All your medications, including prescription and non-prescription drugs, supplements, vitamins and herbal remedies.

• Information about your medications, including the name, the dose, the reasons for taking it and the doctor that prescribed it.

• Any allergic or bad reactions you have to medicine or food.

• Here is an example of a Medication List:

Medication Name and Strength

Lipitor 10 mg

Vitamin D 1000 IU

Allergies: Advil – caused rash

Medication Instructions (how much and how often)

Reason for Taking Medication Doctor that prescribed

Take 1 tablet by mouth once a day Cholesterol Dr. Smith

Take 1 tablet by mouth once a day Bone Health Over-the-counter

Here is a template for a Medication List you can use for your medications.

Medication Name and Strength

Medication Instructions Reason for Taking Medication Doctor that Prescribed Medication

Allergies and Reactions

• If possible, bring your medications in their original containers when you come to the hospital.

• If you bring your medications to the hospital, do not take your own medications unless the healthcare team has told you to do so.

When you leave the hospital

You may get prescriptions for new medications, or you may be told to change or stop taking your medications from home. Make sure you understand any changes:

• Ask why you were given new medications.

• Ask how you are supposed to take your new medications.

• Ask how long you are supposed to take your new medications.

• Ask if you think you are missing a medication.

• Ask how you will know if your medication is working.

• Ask about the side effects of your medications. When you are back at home, fill out the Medication List.

Blood Clot Prevention

A person has a greater risk of getting a blood clot once they have been admitted to the hospital. Deep vein thrombosis (DVT) is a clot that forms in the deep veins of the body. DVT is often in the legs because it is harder to maintain blood flow in the lower body. It is very bad if a blood clot breaks off and moves through the bloodstream and gets stuck in the lungs. This is called a pulmonary embolism and can be life-threatening.

There are many factors that increase blood clot risk. Some examples are reduced mobility, surgery or trauma; increased estrogen (e.g. pregnancy, birth control); medical conditions (e.g. cancer); previous blood clot history; family history of blood clots; smoking; obesity; and older age. Ask your doctor or provider if you are at risk for blood clots. Also ask if you should be on a medication to prevent blood clots.

Know the symptoms of a blood clot

The symptoms of DVT are usually in the leg, but may also be in the foot, ankle, calf, whole leg or arm.

Symptoms include pain, swelling, skin discolouration (blue, purple or red) and warmth.

Pulmonary embolism symptoms include shortness of breath, chest pain, cough and a very fast heart rate. Tell your care team right away if you have any of these symptoms.

Safe Use of Antibiotics

Antibiotics can be used to treat infections caused by bacteria. They are a common medication but there are still risks to taking antibiotics. If you need antibiotics, your care team will make sure they are used properly. If antibiotics are not used properly, it can lead to side effects, antibiotic resistance and put you at an increased risk of other serious infections. An example is Clostridium difficile infection (also called C. difficile or C. diff). If you have questions about our approach to antibiotics, you can speak to the pharmacist on your unit. You can also email the antimicrobial stewardship pharmacist at aspinfo@tehn.ca.

Preventing Pressure Injuries

What is a pressure injury?

Pressure injuries are sores on the skin (also called bedsores). They can happen when you are lying in bed in one position for a long time. They

usually happen over bony areas such as the hips, ankles, heels and tailbone. They can also happen over the bridge of the nose or top of the ears when a patient is wearing an oxygen mask for long periods.

You can help with bedsores by:

• Changing your position every two hours during the day, and every four hours at night. Patients in wheelchairs need to shift their weight every 15 minutes, or change their position every hour.

• If you are unable to move, let your care team know that you need to move to a new position.

• Staying away from things that could harm the skin, like hot water and harsh soaps.

• Using a moisture cream to keep your skin hydrated.

• Eating well and drinking at least 1.5 litres of liquid per day.

Fire Precautions

You may hear “Code Red” announced on the overhead system. It is used when a fire alarm has been activated, there is fire or smoke, or if there is a fire drill. Fire drills are done every month. Staff will tell you what to do and where to go. Fire exits are clearly marked in the hospital.

When There Is a Safety Issue

Disclosure

When you visit a health professional or hospital, you expect the safest healthcare available. Even in the best circumstances, the unexpected can happen. We call this an accident or adverse event. We take these safety issues very seriously.

Accidents or adverse events do not happen very often. When they do, we believe the patient and their representative should know about it. This process is called disclosure. We will share what happened, why it happened, and what we are doing to stop a similar event from happening again.

What if I’m part of an adverse event?

If there is an adverse event during your care, your care team will talk to you and, if you wish, your family, about what happened. You can also talk to your care team about any changes to your care plan that may be needed because of the event.

What will happen next?

When there is an adverse event, we take steps to stop it from happening

again. The care team will investigate what went wrong. You will be told about what we’re doing to stop the same thing from happening to someone else.

We will keep you up-to-date with the investigation. If you wish, we can set up a meeting to tell you about what changes we’ve made to try to stop the same event from happening again.

We will answer all of your questions honestly and openly.

Security

Photo I.D. Security Badges

Our Protection Services staff are highly trained and dedicated to the safety of patients, visitors and staff. To report an incident, contact Protection Services at 416- 469-6016 (ext. 6016 on internal phones), 24 hours a day, seven days a week.

Hospital Identification Badges

All staff, physicians and volunteers at MGH wear a hospital identification badge, which includes their name, department and picture.

If you are unsure about any person with whom you are interacting, the hospital encourages you to ask for identification, or if necessary, call a nurse for assistance.

Violence and Crime Prevention

Everyone’s safety and security is our number one priority.

Violence Prevention

• For the protection of everyone, we have a Zero Tolerance Policy for any and all forms of abuse.

• Our hospital has the right to ask patients and visitors to leave, or to take legal

• 20 action, if we feel our violence prevention policy has been violated.

• If you experience any form of abuse, please speak with your care provider, supervisor or manager of the department right away.

Crime Prevention

• Protection Services monitors all areas of the hospital, including the hospital parking areas and the hospital exterior.

• To ensure everyone’s safety, Protection Services staff ensures all

hospital policies are observed and criminal activity on hospital property is prevented.

• Everyone’s safety and security is our number one priority.

Patient Valuables

During your stay at MGH, please do not bring valuables to the hospital. Examples of valuables include cash, credit cards and expensive jewellery.

If you come to MGH with valuables, please ask your family and friends to take them home. If this is not possible, please let your care team know. They can arrange for Protection Services to pick up and hold the items. Items will be recorded and stored in a safe. You will get a receipt.

To get items from the safe when you leave, call Protection Services at ext. 6016. You will need to give them your receipt.

To keep personal belongings safe, we recommend that patients, caregivers or family members:

• Label items whenever possible.

• Check with your denture provider about the options available for labeling dentures.

• Bring an appropriate storage container for belongings and ensure it can be accessed daily.

• Never leave dentures, hearing aids, glasses or phones on the meal tray.

• Check the tray table, bedside table and patient locker for belongings when transferring rooms or being discharged home.

• Ask staff to return any medications brought to hospital.

If you have lost your belongings while at the hospital, we will do our best to help locate them. Please report the missing items to the unit/ area manager immediately. If you have already left the hospital, please contact Patient Relations to coordinate a search.

Privacy

Your Right and Our Responsibility

MGH is committed to protecting the privacy and personal health information of our patients.

During your hospital stay, if you do not want anyone to know you are at MGH, please let your healthcare team know and we will put a confidentiality flag beside your name in our computer system. Then, if anyone asks about you (including family and friends calling or arriving to visit), they will be told that we do not have any information about you. Otherwise, if someone does call to inquire about you, we will tell them you are staying in our hospital; however, we will not release any details about your visit, health or personal information.

Please speak to your nurse if you would like your confidentiality status changed. For more information about privacy rights related to your personal health information, please ask your care provider for a copy of our privacy pamphlet. Michael Garron Hospital Foundation raises money to enhance the hospital’s programs and services. The foundation may write to you when they are raising money, or send you mailings about their services or upcoming special events. If you do not wish to be contacted by the foundation, please let us know by contacting the Privacy Office.

How to Contact Us:

If you need more information about how the hospital protects the privacy of your information, or if you have questions regarding our practices, contact: Privacy Officer 416-469-6580 ext. 7781 (ext. 7781 on internal phones) or privacy@tehn.ca.

Use of Cell Phones or other Recording Devices

No photography, video recording or audio recording is permitted on hospital property without expressed permission. This is to ensure the privacy and confidentiality rights of patients, physicians, staff, volunteers, and other members of the public, including patients and visitors, are protected. Please speak with your care provider to obtain appropriate permission. If following a discussion with the care provider you have any further questions please, contact the hospital’s Privacy Office.

Culture of Quiet

We want to reduce noise so you can get the rest you need during your hospital stay. Too much noise in hospitals can have harmful effects, such as:

• Interrupting needed rest and sleep

• Making your heart beat faster and harder

• Slowing down wound healing

• Changing the way you deal with everyday worries

• Most inpatient areas have a special Quiet Time when staff make an extra effort to lower noise so you can get the rest you need.

• We understand that visitors are important to you.

• We encourage you to use earphones to enjoy your TV and music.

• You will always get the care you need. Your care providers will check on you as usual but will not wake you up unless it is important.

Visiting Patients

• The healthcare team will work with the patient to decide the number of visitors welcomed at a time. The size of the patient’s room , and whether it is a shared room, may limit the number of visitors at one time.

Please check with your loved one’s healthcare team to learn about special guidelines for that unit.

• Please do not visit if you are not feeling well or have symptoms of illness.

• Clean your hands with soap and water or alcohol-based hand sanitizer:

• Before you go into a patient’s room.

• After you leave a patient’s room.

• Before and after touching and/or feeding your loved one.

• Please do not use the bathroom in the patient’s room. Staff can tell you where to find the nearest public washroom.

• Please do not leave any leftover food in the patient’s room. Patient rooms are not able to safely store or heat perishable food items.

• Children aged 12 and under are welcome to visit if they are with an adult who is not the patient.

• Please enter through the Emergency Department if you are visiting between 11 p.m. and 6 a.m. Staff will give you a “family” sticker.

• Please talk to the healthcare team if you would like to bring your family pet (cat or dog) to visit.

• If you would like to set up a video visit, please email patient.relations@tehn.ca

Please speak to the supervisor or manager of the unit/department if you have questions or concerns about visiting.

Infection Prevention and Control

At MGH, our top priority is keeping patients, visitors, staff and volunteers safe and healthy. Everyone has a role in keeping the hospital safe and healthy.

Please do not visit if you have any of these symptoms:

• Fever or chills.

• Nausea, vomiting and/or diarrhea.

• Cough, sore throat, runny or stuffy nose.

• An eye infection (such as pink eye).

• A new or unexplained rash.

• Any other symptom that might be infectious.

Patients with symptoms of an infectious illness are isolated from other patients. Anyone seeing these patients needs to wear special protection. A sign is put on the room door to let people know what type of protection is needed. You man need to wear a mask, gown or gloves to keep yourself and the patient safe. An example of an isolation precaution sign you may see at the hospital can be seen on page 25. If you are visiting a loved one who has been isolated, you must follow the directions on the sign. These directions will keep you and others safe during and after the visit. Please ask a nurse if you do not understand the directions on the sign.

Hand Hygiene

Cleaning or washing your hands is the best way to stop the spread of germs. In hospitals, alcohol-based hand rub (also called hand sanitizer) is the best way to clean your hands when they are not visibly dirty. Hand sanitizer is faster than soap and water, is found throughout the hospital, and has moisturizers that help your hands from getting dry and chapped.

While at the hospital, you must clean your hands:

• When you come into the hospital.

• Before you go into the patient’s room.

• Before you eat or drink.

• When you leave the patient’s room.

• When you leave the hospital.

How to clean your hands with hand sanitizer

Add 1-2 pumps of sanitizer to dry hands.

Rub the fingertips of each hand in the palm of the other hand.

Rub hands together, with palms facing each other.

Rub each thumb with the opposite hand.

Rub in between and around fingers.

Rub hands until dry. Do not use paper towel.

Rub the back of each hand with the palm of the other hand.

Hands are clean once they are dry. This will take about 15 seconds.

Plants and Flowers

Plants and flowers are cheerful gifts for patients, but soil and plants have bacteria. They may not be healthy for patients who are recovering. Plants and flowers are not allowed in critical care areas of the hospital, including:

• Special Care Nursery (SCN)

• Intensive Care Unit (ICU)

• Cardiac Integrated Unit (CIU)

• Oncology (H7)

Scent Sensitive Policy

The hospital is a fragrance-free building. Some people may have scent sensitivities or allergies. Please do not wear perfumes, colognes and scented creams.

Smoking Policy

The hospital is a smoke-free building. There is no smoking or using e-cigarettes both inside and outside. Outside includes the grounds of the hospital, driveways and parking lots.

Going Home

The Discharge Process

We know that preparing for discharge, either to your home or to another facility, can feel confusing and overwhelming, especially at the beginning of your care journey. Your care team will work with you, your family and/or your caregiver(s) to provide the best plan possible for your safe transition from hospital.

How does discharge work at Michael Garron Hospital?

After you are admitted to the hospital, your healthcare team will work with you to determine your care goals and plan for the day when you will leave the hospital.

This is called your day of discharge. You are considered to be ready for discharge when your health care team determines that you no longer need medical care at the hospital.

Conversations about your discharge will take place soon after you are admitted. Knowing when you will leave the hospital can help you, your family your caregiver(s) plan ahead and explore your options. Your healthcare team can also arrange any follow-up care you may need in time for when you leave the hospital.

You might be transferred to a different unit or another site or hospital during your stay. This depends on your needs and where you can best receive the care you require. Your healthcare team will keep you informed of any possible transfers. No matter which unit, site,or hospital you are transferred to, they will always help you prepare to leave the hospital.

Where will I go after I’m discharged?

Most patients will go home from the hospital. This is called the homefirst approach. If you need care at home, Home and Community Care Support Services will talk to you while you are still at MGH about your care needs and what resources in the community might be right for you. They may contact you by phone or in-person, depending on your situation. Ask your healthcare team for more information.

What do I need to do to prepare for discharge home?

Once you know your day of discharge, you need to arrange your own transportation home. If you need help, ask your healthcare team for

a list of phone numbers for travel options, such as an ambulance, taxi or wheelchair-accessible taxi. Please note MGH does not pay for your transportation to leave the hospital.

What if my needs can’t be met at home?

If your needs cannot be met at home, your healthcare team will work with you to decide what type of facility can best provide the care you need. A care site could include:

• Inpatient rehabilitation

• A reactivation care centre

• A transitional care unit

• Complex continuing care

• Convalescent care

• A long-term care home

• A retirement home

• Supportive housing

• Palliative care

• A hospital in your local community

If you are eligible for one or more of these care sites, your healthcare team will help you apply to and transfer there.

What happens if I need long-term care?

If your needs can best be met in a long-term care home, your care team and a placement coordinator from Home and Community Care Support Services will work with you to find a home. This may include placement in a long-term care home where you will wait until a space becomes available in your preferred home.

Can I wait in the hospital for a long-term care home?

Hospitals are not designed to meet a person’s supportive or rehabilitative needs. There is evidence that while you wait in the hospital, without the social and recreational supports provided in settings such as long-term care, you could be at risk for physical and cognitive decline. You may also be at risk for hospital-based infections. Your timely admission into a long-term care home will ensure you get the health and personal care required to support your independence, safety and quality of life.

Who do I contact if I have questions about leaving the hospital?

Speak with any member of your care team. They are here to support you.

Prescriptions

If you want to fill your prescriptions at the hospital, there is a Pharmasave on the first floor, C-wing. Pharmasave will pick up a prescription from your hospital room and have it ready for you when you leave. To call Pharmasave, dial ext. 6149 or 416- 778-1221.

Home Care and Other Health Centres

If you and/or your family are worried about going home, please talk to your care team early on in your stay. Your family can use the whiteboard in your room to write down any questions.

Home and Community Support Services may be able to offer some support if you need help at home. Many services that used to only be offered in hospitals are now provided in the community. These services will need to be coordinated with your care team. When you leave the hospital, you may go home, or you may go to another facility.

If you are going to another facility, we will help with this planning. To help us plan the best place for you to be, we may need to talk with you and your family member/substitute decision-maker each day you are in the hospital.

If you need to wait for a bed in another facility, we will do our best to get you support so you can wait at home. If you are approved to stay in the hospital while you are waiting for long-term care or Complex Continuing Care, you will need to pay a co-payment fee. The cost is set by the Ontario Ministry of Health. We know that you and your family will need to make many choices before you leave the hospital. Your healthcare team is here to support you in making the healthcare choices that are best for you.

Paying your Bill

To pay your bill, please visit the Business Office on the first floor, C-wing. The Business Office hours are Monday to Friday, from 8 a.m. to 4 p.m. We accept credit card, cheque and debit card payments

Discharge and Homecare Notes

Need help finding healthcare and social services in East Toronto?

If you have a family doctor or nurse practitioner, contact them first. They may offer afterhours care for their patients.

In-person

Your local pharmacy

Pharmacists in Ontario can now treat and prescribe medications for 19 minor health concerns, including pink eye, tick bites, urinary tract infections (UTIs), acne and more. Visit ontario.ca/pages/pharmacies to learn more.

Health Access Taylor-Massey (4 The Market Place)

Talk to a resource navigator This is a healthcare professional who can help connect you with the services you need in the health, social and community services systems. Visit ethp.ca/HATM to learn more.

Online

Use this resource to find seniors and caregiver services, mental health (wellness) services, newcomer supports and more!

A great place to start if you are looking for health, social and community services in East Toronto.

By phone

For help finding social services, financial assistance programs or community supports.

In an emergency

Available 24/7 in different languages!

Talk to a healthcare professional who can give you advice or help you find a family doctor, nurse practitioner or other service provider.

If you or someone you know is experiencing a health or wellness emergency, please call 9-1-1 or go to your nearest hospital emergency department.

Access to Health Records

If you have questions about your health records while in the hospital, please ask your healthcare provider.

Release of Information and Health Records Department

The Health Records Department is located on the main floor, A-Wing, room A126. It is open Monday to Friday, from 8:30 a.m. to 4 p.m.

If you would like to receive a copy of your health record following your discharge, you will be required to complete a “Request Access to personal Health Records” form and present valid photo identification that includes your signature. You can find the necessary form on our website, and once completed, you can email the form to roirecords@ tehn.ca for processing. There is a fee associated with this service. Your family doctor will automatically receive copies of your medical reports at no cost to you unless you have specified during the regirstration process that you do not want to send the copies to them.

Please note: If your family doctor requests a copy of your medical reports and they are not listed as your doctor in the hospital system, we will not be able to provide a copy. Please check with your healthcare provider to make sure your family doctor’s information is correct on your medical record. If your doctor’s name is incorrect or missing, please call Admitting at 416-469-6381 to you’re your records updated.

Access Your Health Records

MyChart is a secure website that allows you to access your health records 24 hours a day, seven days a week, anywhere in the world. With MyChart access, you can:

• View your health records, such as test results, medications and other medical information.

• Share your records with your family members, caregivers and other loved ones.

• View your upcoming appointments.

• Create appointment reminders.

To sign up for MyChart, you have two options:

• please visit our Health Records Department in room A126

• Complete the My Chart registration form available on our hospital website and email the form to ROIRECORDS@tehn.ca.. Once your request is processed, health records team will email you a unique user code that you can use to sign up for My Chart.

Hospital Services

Bank Machines

Bank machines can be found in the Coxwell Lobby or the Thomson Centre.

Flowers

Fresh arrangements of flowers are available in the hospital’s gift shop, The General Store, located in the Coxwell Lobby. Flowers can be delivered by volunteers directly to a patient’s room by dialing ext. 6050 on internal phones. Plants and flowers are not allowed in critical care areas of the hospital.

Gift Shop – The General Store

Located in the Coxwell Lobby.

Open weekdays from 9 a.m. to 8 p.m. and weekends from 12 p.m. to 5 p.m. In the shop, you can find snacks, beverages, gift items and cards.

Interpretation Services

For our non-English speaking patients, an interpretation service is available 24 hours a day, seven days a week. Please ask your care provider about the service. Learn more at tehn.ca/interpretation.

Retailers

Retail Services (operating hours may be subject to change)

Apple Café

• Located at 840 Coxwell Ave (across the street from the hospital)

• Weekdays: 7:00 a.m. to 4:00 p.m.

Oriental Chopsticks

• Located in the Moez & Marissa Kassam Food Court

• Weekdays: 10:00 a.m to 7:30 p.m

JK Pizza

• Located in the Moez & Marissa Kassam Food Court

• Weekdays: 7:00 a.m to 6:00 p.m.

• Weekend : 9:00 a.m. to 7:00 p.m.

Pharmasave Pharmacy

• Located on the 1st floor, C-wing

• Weekdays: 8:00 a.m. to 7:30 p.m.

• Saturdays: 9:00 a.m. to 5:00 p.m.

• Sundays: 10:00 a.m. to 5:00 p.m.

Subway Sub

• Located on the 1st floor, C-wing

• Weekdays: 7:00 a.m. to midnight

• Saturday & Sunday: 9:00a.m. to midnight

Tim Hortons

• Located in the Coxwell Lobby

• 5:00am – 11:00pm Monday to Sunday

U-naru Sushi

• Located in the Moez and Marrisa Kassam Food Court

• Weekdays: 9:00 a.m. to 7:30 p.m.

Vending Machines

Various locations throughout the hospital:

• Moez and Marrisa Kassam Food Court on M Wing level 1

Michael Garron Hospital is extremely grateful to all advertisers for helping to make this directory possible. Please note, an advertisement in this directory does not imply an endorsement by Michael Garron Hospital.

Always with you!

Recovering from a hospital visit can be overwhelming. Our team of compassionate and experienced caregivers are here to help patients feel safe and supported on their journey from hospital to home.

We can assist you with any of the following:

• Companion support during appointments

• Bedside company during your hospital stay

• Respite support for your family/friends

• Drivers to take you home, to appointments, and run errands

• Visiting nurse

• Personal and home support

• Live-in or overnight companionship

• Home cleaning

• Free senior living counselling and placement suppor t

spectrumhealthcare.com

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OUR HOSPITAL RELIES ON DONORS, SO PATIENTS CAN RELY ON US

Our friends and neighbours are an important part of the reason why we can provide great care to 400,000 people throughout East Toronto and its surrounding communities. While the government supports daily operations, donors enable us to continually improve the patient experience.

A gift to our hospital supports:

• The purchase of modern equipment, ranging from incubators and beds to imaging technology and surgical tools, to enable our staff to deliver care with efficiency and compassion

• Redevelopment as work to transform our hospital campus continues with improvements to existing spaces, the demolition of outdated wings and new green spaces

• Community-based solutions that engage patients, families and care providers to make healthcare safer and more effective for everyone

• Training and education for staff who are furthering their knowledge and skills through career-related courses

The impact of every gift to Michael Garron Hospital is felt by those we work with and for.