PATIENT & FAMILY GUIDE - Hospital Safety & Services Phone: (416) 461-8272 Fax: (416) 469-6106 - Michael Garron Hospital
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PATIENT & FAMILY GUIDE
Hospital Safety & Services
Phone: (416) 461-8272 www.tehn.on.ca
Fax: (416) 469-6106 @MGHToronto
825 Coxwell Ave., Toronto, ON M4C 3E7
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 and
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 90 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 most
when it comes to making decisions about your health.
We serve over 300,000 people in 22 distinct neighbourhoods across East Toronto and
beyond, from delivering babies, caring for children during their formative years, to providing
emergency, mental health or surgical services, and enhancing quality of life and providing
pain relief for people with life-limiting illnesses. But we also understand that your health and
well-being doesn’t stop when you leave our hospital; that’s 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.
With the support of our community, we are now in the midst of the largest redevelopment
project in our hospital’s history with the construction of our new Ken and Marilyn Thomson
Patient Care Centre. Our future is bright with a modernized facility and hospital campus that
will match the exceptional care we provide for generations to come.
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,
Sarah Downey
President and Chief Executive Officer
Michael Garron Hospital
2
MICHAEL GARRON HOSPITAL
REDEVELOPMENT PROJECT
Artistic rendering of the Ken and Marilyn Thomson Patient Care Centre
looking southeast from Coxwell Avenue
PROJECT FEATURES WHY WE’RE REDEVELOPING
- 215 acute care inpatient beds Throughout history, Michael Garron Hospital (MGH) has
- 80% single patient bedrooms with private continually adapted its campus and facilities to meet the
changing health care needs of the community. Today, we
washrooms
find ourselves in a position that we can no longer rely on
- Use of natural light expansion. We must replace some of our most out-dated
- Clear intuitive signage clinical care areas and create a welcoming, safe and
- Underground parking efficient facility for our patients and their families.
- Green rooftop gardens Michael Garron Hospital’s redevelopment includes: the
- Expansive vehicular drop off demolition of some of our outdated wings, the creation
- Lush community landscaping of an eight storey Patient Care Centre and three storey
- Central food court and retail spaces podium at the corner of Coxwell and Sammon Avenues, and
- Co-located clinics for ease of access renovations to some of our existing spaces.
- State of the art technology and equipment We’re very excited about this transformational project as it
- Spacious and efficient clinical workspaces is the largest construction project in the history of Michael
Garron Hospital; a project that will forever change the
organization and the care we provide to the community.
STAY CONNECTED...
Throughout Michael Garron Hospital’s redevelopment project, patients and visitors may experience temporary disruptions/delays
when accessing parking, pick/up drop off areas and clinical services. For more information about upcoming construction and/or
disruption please visit our website www.tehn.ca
If you have general questions about the project please email us at redevelopment@tehn.ca
www.tehn.ca 3
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PLEASE NOTE:
We are constantly changing to meet your needs.
Contents Table of Contents The information presented here may be subject
to change.
Welcome from CEO.......................................2 Photo I.D. Security Badges...........................21
Redevelopment Project.................................3 Violence and Crime Prevention...................21
Hospital Foundation......................................4
Privacy
Mission, Vision and Values............................6
Your Right and Our Responsibility...............23
Hospital Map.................................................6
Use of Cell Phones or other Recording
Inclusive Care.................................................6 Devices........................................................23
Traditional Aboriginal Elder and Culture of Quiet...........................................23
Oshkabaywis (Helper)....................................7
Rights and Responsibilities............................7 Visiting Patients
Our Commitment To Each Other...................7 Visitor Guidelines.........................................24
Patient Relations Office.................................8 Infection Prevention and Control................24
Your Healthcare Team....................................8 Hand Hygiene..............................................25
Questions or Concerns for my How to clean your hands with
Healthcare Team........................................9 hand sanitizer...........................................25
Spiritual Care...............................................10 How to wash your hands with
Volunteer Services.......................................10 soap and water........................................26
Directions to the Hospital............................11 Plants and Flowers.......................................28
Parking.........................................................11 Scent Sensitive Policy..................................28
Smoking Policy.............................................28
Admission to the Hospital
Food Services..............................................13 Going Home
Services in your Room.................................13 The Discharge Process.................................29
Using your Call Bell......................................13 Prescriptions................................................29
Your Insurance Coverage.............................14 Home Care and Other Health Centres.........30
Your Substitute Decision-Maker..................14 Paying your Bill............................................30
Sharing your Concerns.................................15 Access to Health Records
Safety Release of Information and Health Records
Flu Safety.....................................................16 Department.................................................31
Outbreaks....................................................16 Access Your Health Records . ......................31
Falls Prevention...........................................16 Hospital Services
Patient Identification...................................17 Bank Machines............................................32
Medication Safety.......................................17 Flowers........................................................32
Blood Clot Prevention..................................19 Gift Shop – The General Store.....................32
Safe use of Antibiotics.................................20 Interpreter Service......................................32
Preventing Pressure Injuries........................20 Retailers.......................................................32
Fire Precautions...........................................20
When there is a Safety Issue.......................20 Index of Contributing
Security........................................................21 Advertisers........................35
www.tehn.ca 5
Michael Garron Hospital Mission, Vision and Values
Vision
Create Health. Build Community.
Mission
Our community inspires us to deliver exemplary care, develop innovative partnerships and
mentor the next generation of providers. Together we will make a difference and change the
face of health in east Toronto and beyond.
Values
Compassion. Integrity. Courage. Accountability.
Hospital Map
Inclusive Care
Accessibility
We are committed to providing accessible service for all. We will provide integrated services
when we can. We will respect the dignity and independence of persons with disabilities.
Persons with disabilities will have an equal opportunity to access and use the services at MGH.
The hospital’s Accessibility Plan can be found under the “Patient and Visitors” section of our
website at www.tehn.ca
6
Baby Friendly
The hospital is Baby Friendly designated. This means we support you in feeding
your child anywhere and anytime in the hospital. If you would like a private area to
feed your child, you may visit the drop-in breastfeeding clinic in the Child and Teen
Clinic. The clinic is on the first floor in the G-wing. The clinic is open 10:00 a.m. - 2:30 p.m.
Traditional Aboriginal Elder and Oshkabaywis (Helper)
Under the guidance of our Elder/Director of Aboriginal Culture, Programs and Education,
Toronto East Health Network remains committed to blending Aboriginal teachings, ceremonies
and the use of traditional sacred medicines, with Western information and practices. We can
help community members from all Nations on their healing journeys when addressing their
emotional, psychological, physical and spiritual pain.
We encourage you to let your care team know that you are in need of help on your healing
path, and they will connect you with the Elder or the Elder’s Oshkabaywis (Helper).
Rights and Responsibilities
Our Commitment To Each Other
At Michael Garron Hospital (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’re 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
www.tehn.ca 7
Patient Relations Office
There may be times when you or a family member may need help finding information or voicing
a concern. If your care team, or the Manager or Supervisor of the area has been unable to help,
the Patient Relations Specialist can assist. The Patient Relations Specialist is available to all
patients, families and community members who have questions, compliments or concerns.
The Patient Relations office supports patients, families, and community members by:
• Answering questions about services at the hospital.
• Listening to concerns.
• Reviewing reasonable follow-up options.
• Explaining hospital policies and procedures.
• Setting up meetings with patients, family members, and the appropriate healthcare team
members.
• Helping with a chart review.
Contacting the Patient Relations Specialist:
• In person: The office is located on the main floor - B Wing, Room B117, open Monday to
Friday, 8:00 a.m. to 4:00 p.m. (excluding holidays)
• By phone: Extension 6096 from inside the hospital or 416-469-6096 from outside the
hospital. Outside of office hours please leave a message and we will return your call on the
next business day.
• By email: patient.relations@tehn.ca
• By mail: The Patient Relations Specialist
Michael Garron Hospital
825 Coxwell Avenue
Toronto, ON M4C 3E7
Your Healthcare Team
The most important member of the healthcare team is you/your family.
Your healthcare team may include the following:
• Doctors • Occupational Therapists
• Nurses • Speech Language Pathologists
• Pharmacists • Spiritual Care Professionals
• Social Workers • Ethicist
• Dietitians • Technologists
• Psychologists • Traditional Aboriginal Elder and Oshkabaywis (Helper)
• Physiotherapists • Personal Support Workers
• Respiratory Therapists • Volunteers
Michael Garron Hospital (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.
8
Questions or Concerns for my Healthcare Team www.tehn.ca 9
Spiritual Care
We try to make your hospital stay a time of hope and healing. Our holistic approach to
healthcare includes caring for the whole person -- body, mind and spirit.
Spiritual Care Professionals (Chaplains) provide inter-faith spiritual guidance to people from all
faith traditions, as well as those who are not religious.
Members of our team are pleased to help in:
• Searching for meaning and spiritual significance during times of illness, adversity, tragedy,
and bereavement.
• Exploring ethical issues as they relate to spiritual and religious beliefs.
• Facilitating the link between spiritual and faith based activities.
• Offering prayer.
• Arranging for religious rites.
For more information, please call:
The Spiritual and Religious Care Department at 416-469-6580 ext. 6550 (ext. 6550 on internal
phones) or ask your nurse to make a referral for a Spiritual Care Professional (Chaplain) to see
you.
Quiet spots for prayer, meditation and solitude:
Interfaith Chapel: G-Wing 2 Floor, Room G20070
Meditation Room: G-Wing 2 Floor, Room G20071
Volunteer Services
More than 500 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 like:
• Pet therapy.
• Therapeutic touch.
• Friendly visiting.
• Magazine delivery.
• Knitted blanket delivery.
To access services or to become a volunteer at
the hospital, please contact Volunteer Services at
volunteer@tehn.ca.
Volunteer Services is also very active with fundraising activities throughout the year.
All proceeds from The General Store, Vendor Kiosk and special events including our
Annual Festive Fair are directed back to the hospital in support of patient care initiatives.
10Directions to the Hospital
The hospital is located at 825 Coxwell Avenue, between Mortimer and Sammon Avenues.
By Car
Exit at Don Mills Road South off the Don Valley Parkway and travel eastbound (turn left) onto
O’Connor Drive. Turn right (travel south) at Coxwell Ave.
Metered parking is available around the hospital. Visitor parking is available off of
Sammon Avenue west of Coxwell Avenue as well as off Mortimer Avenue.
By TTC
The hospital is located just north of the Coxwell subway station. The Coxwell subway station is
located at 1568 Danforth Ave., between Greenwood and Woodbine along the Bloor-Danforth
line. At Coxwell subway stations take the northbound bus (#70 or #70A) to Sammon Ave.
Wheel-Trans
Wheel-Trans picks up registered Wheel-Trans customers with mobility limitations at the
Coxwell Lobby Entrance (main entrance of building).
To apply for Wheel-Trans registration please call Wheel-Trans customer service Monday to
Friday from 8:00 a.m. to 4:00 p.m. at (416) 393-0464.
Taxi Cabs
Many taxi companies service the hospital and taxi cabs are readily available at the
Coxwell Lobby main entrance. A direct-dial telephone line to Beck Taxi is located on the wall
beside the revolving door entrance in the Coxwell Lobby.
To request a taxi please call (416) 751-5555 or on-line at www.becktaxi.com
Parking
www.tehn.ca 11Parking Rates Parking for patients and visitors is located on Sammon Avenue west of Coxwell Avenue and on Mortimer Avenue between Coxwell Avenue and Knight Street. Every 20 minutes or less costs...................$3 Maximum (7:00 a.m. – 6:00 p.m.)............$20 Flat rate (6:00 p.m. – 7:00 a.m.) ................$7 Weekends and Holidays Flat Rate (7:00 a.m. – 5:00 p.m.)................$7 Flat Rate (5:00 p.m. – 7:00 a.m.)................$7 Lost Ticket (minimum fee)........................$22 Long Term Parking Passes We have 5, 10 and 30 day parking passes available to patients, their families and their visitors who frequent the hospital. Parking passes provide access for patients and visitors with in- out privileges 24 hours per day and are transferable for up to three vehicles for the Sammon Avenue parking lot only. To purchase a pass visit the Admitting Department Monday – Friday from 6:00 a.m. – 5:00 p.m. During off hours (including weekends), please call (416) 777-1321 to arrange for a pass. • 5-day pass..........................................$55 • 10-day pass......................................$110 • 30-day pass......................................$330 Parking Meters and Wheelchair Accessible Spaces Several wheelchair accessible parking spaces are located in the Sammon Avenue and Mortimer Avenue parking lots. Parking meters are also located throughout the campus and are monitored 24 hours per day, seven days per 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 within both parking lots and 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. 12
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 make about 1,000 patient meals each day. We make sure that meals and menus are healthy and have balanced nutrition. You may get to choose your meals each morning based on what your clinician thinks you should be eating. You can mark your menu choices for the next day. Food Services staff will bring your meals during the following times: • Breakfast: 7:40 a.m. to 9:00 a.m. • Lunch: 11:40 a.m. to 1:00 p.m. • Dinner 4:40 p.m. to 6:00 p.m. Services in your Room Telephone Service There is a telephone at each bedside. This will enable you to make and receive external calls. External calls can be received from 7:30 a.m. - 9:00 p.m. Internal services or departments can be reached from within the hospital by dialing the four-digit extension or from outside by dialing the main switchboard at (416) 461- 8272 and then dialing the extension when prompted to do so. All internal calls (4-digit numbers) are free of charge. To place a local call: dial “9” followed by the phone number. 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. 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, the call will go to your nurse. Your nurse will get an alert on a two-way communication device called Vocera (seen to your right). If your nurse doesn’t answer right away, they may be with another patient, in a public area, or unable to receive your call. While Vocera is used to talk to your nurse, all clinical or confidential discussions about your care should happen in-person. www.tehn.ca 13
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 • In-room telephone • Orthopaedic equipment (e.g. crutches, canes, walkers, collars) • 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. • Look at the chart to see who your SDM is. 14
• 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. Sharing your Concerns If you are a patient, or family member of a patient currently receiving care within the hospital, and you have a concern: • Speak with a member of your healthcare team. • Discuss your care with your primary care physician. • Ask to speak with the Charge Nurse, Team Leader, Supervisor, or Unit Manager. Call or visit the Patient Relations office if the options above were not helpful 416-469-6096 or email patient.relations@tehn.ca www.tehn.ca 15
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. Flu Safety What You Need to Know About Flu Safety The flu (influenza) is a very contagious respiratory illness. The flu is caused by a virus. Symptoms of the flu can be 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 (door knobs, chairs, tables) for several hours. You can get the flu if you touch surfaces with the flu, 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 shot. 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 alcohol-based 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 flu virus. Outbreaks If an illness outbreak happens at MGH, 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 hospital? • Know what you can and can’t 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. Examples are glasses, hearing aids, walkers, and canes. 16
Patient Identification
• Hospital staff and physicians will check your identity before giving any care, service or
procedure. Examples are:
• When filling out paperwork • When you get medication
• Before a blood sample • Before treatment
• Before an x-ray
• To check your identify, staff need 2 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 awhile.
• 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.
Here is an example
• Any allergic of a MedicationList:
or bad reactions you have to medicine or food.
Here is an example of a Medication List:
Medication Name Medication
and Strength Instructions Reason for
Taking Doctor that
(how much
Medication prescribed
and how often)
Lipitor 10 mg Take 1 tablet by
Cholesterol Dr. Smith
mouth once a day
Vitamin D 1000 IU Take 1 tablet by
Bone Health Over-the-counter
mouth once a day
Allergies: Advil – caused rash
Here is a template for a Medication List you can use for your medications.
Medication Name Medication Reason for Taking Doctor that
and Strength Instructions Medication Prescribed
www.tehn.ca Medication 1718
Allergies: Advil – caused rash
Here is a template for a Medication List you can use for your medications.
Here is a template for a Medication List you can use for your medications.
Medication Name Medication Reason for Taking Doctor that
and Strength Instructions Medication 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
health care 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 (i.e. pregnancy, birth control), medical conditions
(i.e. 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.
www.tehn.ca 19Know 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 are: pain, swelling, skin discolouration (blue, purple, or red), and warmth.
Pulmonary embolism symptoms are: 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 tail bone. 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 2 hours during the day, and every 4 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 liters 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
20share 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 / 7 days per 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 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 makes sure all hospital policies are
observed and criminal activity on hospital property is prevented.
• Everyone’s safety and security is our number one priority.
www.tehn.ca 21Patient Valuables During your stay at MGH, please do not bring valuables to the hospital. Examples are cash, credit cards, jewelry, etc. If you come to MGH with valuables please ask your family/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 them. 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. 22
Privacy Your Right and Our Responsibility Michael Garron Hospital 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. 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) 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 www.tehn.ca 23
Visiting Patients
Visitor Guidelines
Family and friends play an important part in patients’ healing and
we welcome families to visit.
• MGH has a video visit program. If you would like to set up a video
visit, please email FamilyVisitVideo@tehn.ca.
• The healthcare team will work with the patient to decide the number of visitors welcomed
at a time. The size of the room and if it is a shared room may limit the number of visitors at
one time.
• Visits may be changed or cancelled. This may be due to treatments, safety and privacy of
other patients, or to prevent and manage the spread of communicable disease.
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. For more information, please contact handhygiene@oahpp.ca or visit publichealthontario.ca/JCYH
• 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 under 12 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 11:00 p.m.
and 6:00 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.
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 infections (such as pink eye).
• A new or unexplained rash.
• Any other symptom that might be infectious.
24Patients 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 many 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 27. 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 Rub hands Rub in between Rub the back of
of sanitizer to dry together, with and around each hand with
hands. palms facing each fingers. the palm of the
other. other hand.
Rub the fingertips Rub each Rub hands until Hands are clean
of each hand in thumb with the dry. once they are
the palm of the opposite hand. Do not use paper dry. This will
other hand. towel. take about 15
seconds.
www.tehn.ca 25How to wash your hands with soap and water
Hand Washing
3. Lather for 15 seconds.
Rub between fingers,
back of hands,
1. Wet hands. 2. Apply soap. fingertips, under nails.
5. Dry hands well with 6. Turn taps off with
4. Rinse well under paper towel or hot air paper towel, if
running water. blower. available.
Stop the Spread of Germs
Always Wash Your Hands
After you: Before and after you:
• Sneeze, cough or blow your nose • Prepare or eat food
• Use the washroom or change diapers • Touch a cut or open sore
PH0605RT037
• Handle garbage
416-338-7600 www.toronto.ca/health
26www.tehn.ca 27
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: • 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. 28
Going Home The Discharge Process When you are ready to leave the hospital, our goal is to work with you and/or your family to get you to the place that is best for you. You may go back home, or you may go to another facility. We want to make sure you go somewhere that is comfortable, safe, and will meet your care needs. After you arrive on your unit, you will get the “Be Prepared To Go Home Checklist”. The pamphlet has important information about leaving the hospital such as: • What the discharge planning process is. • What you should expect at discharge. • What to ask about discharge during your hospital stay. Your healthcare team starts your discharge planning with you soon after you come to the unit. Discharge plans are made based on your health and well-being. Your care team will talk to you about your discharge plan every day. Within 2 days, your nurse will tell you when the care team thinks you will be ready to leave the hospital. This will help you and your healthcare team work together and plan for any issues or concerns. If you are staying at the hospital after an elective surgery, you will be told how long you will be staying before you come to the hospital. Once a date has been set, your care team will talk to you, or someone you want to have involved in your care, about: • Where you are going after your stay. You may go back home, or you may go to another facility. • How you may feel and what you should do if you feel unwell. • How your daily activities will change. • How to take your medications. What follow-up appointments you need to go to. • Where to find more information. We want to make sure that any information we share with you is easy to understand. If you have any questions about your condition, leaving the hospital, and next steps, please ask your healthcare team. You can also share your concerns with your care team. Getting you home safely is our priority. A family member or friend should take you home after your hospital stay. A volunteer can bring you to the exit in a wheelchair. Please make sure that you have all your belongings when you leave. It is important that you understand your medications and your post care instructions before you leave. Please ask your care team if you have any questions about your care. 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. www.tehn.ca 29
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 white board in your room to write down any questions.
LHIN Home and Community may be able to offer some support if you need help at home.
Many services that used to only be offered in hospital 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 Ministry of Health and Long-Term Care.
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 8:00 a.m. to 4:00 p.m.
Discharge and Homecare Notes
30Access 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 office is located on the main floor, A-Wing, room A-126. Open Monday to Friday, 8:30 a.m. to 4:00 p.m. If you would like a copy of your medical report(s) after you leave the hospital, you need to complete a “Request Access to Personal Health Records” form and show valid photo identification with a signature. There is a fee for this service. Your family doctor will receive copies of your medical reports at no charge to you unless you have indicated that you do not want copies sent to them upon registration. 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 is correct on your medical record. If your doctor’s name is wrong or missing, please call admitting at 416-469-6381 to update your records. Access Your Health Records MyChart is a secure website that allows you to access your health records 24 hours a day, seven days per 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, your friends and your caregivers • View your upcoming appointments • Create appointment reminders Before you can sign up for MyChart, you must visit our Health Records Department (A-126) to consent and verify your identity. They will email you a unique user code which you will need to sign up. www.tehn.ca 31
Hospital Services
Bank Machines
Bank machines can be found in the Coxwell Main Lobby or G-Wing Mortimer Lobby.
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 9:00 a.m. to 8:00 p.m. and weekends from 12:00 p.m. to 5:00 p.m. where
you can find snacks, beverages, gift items and cards.
Interpreter Service
For our non-English speaking patients, the telephone interpretation service is available
24 hours per day, seven days per week. Please ask your care provider about the service.
Retailers
Retail Services (operating hours may be subject to change)
Athen’s Pastries Subway Sub
• Located on H-wing, 1st floor, G-wing • Located on the 1st floor, C-wing
• Weekdays: 7:00 a.m. to 10:00 p.m. • Weekdays: 7:00 a.m. to midnight
• Saturday: 8:00 a.m. to 9:00 p.m. • Saturday & Sunday: 9:00 a.m. to midnight
• Sunday: 9:00 a.m. to 9:00 p.m.
Tim Hortons
Apple Café • Located in the Coxwell Lobby
• Located at 840 Coxwell Ave (across the • Weekdays: 6:00 a.m. to midnight
street from the hospital) • Saturday & Sunday: 6:00 a.m. to 10:00 p.m.
• Weekdays: 7:00 a.m. to 4:00 p.m.
U-naru Sushi
Asian Gourmet Express • Located on the 1st floor, G-wing
• Located on the 1st and 4th floor, G-wing • Weekdays: 9:00 a.m. to 7:30 p.m.
• Weekdays: 6:45 a.m. to 8:30 p.m.
• Saturday: 8:00 a.m. to 6:00 p.m. Vending Machines
• Sunday: 10:00 a.m. to 6:30 p.m. Various locations throughout the hospital:
• H-wing, 4th floor
Pharmasave Pharmacy • Mortimer Lobby
• Located on the 1st floor, C-wing • G-wing, 1st floor
• Weekdays: 8:00 a.m. to 7:30 p.m. • entrance to B2
• Saturdays: 9:00 a.m. to 5:00 p.m. • H7 beside H7 elevator
• Sundays: 10:00 a.m. to 5:00 p.m.
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