Glenrose Rehabilitation Hospital

Patient Handbook

Building Abilities for LifeTM

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Welcome ………………………………………………………….. 3 Upon Arrival ………………………………………………………

Your Rehabilitation Team Communicating and Understanding Team/Family Conference Confidentiality, Privacy and Respect Information Desks A Typical Day at the Glenrose Rehabilitation Hospital

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Personal Items and Valuables ……………………………….. What to Bring and Leave at Home Lost and Found

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Your Health and Safety ………………………………………… Medication Safety Mobility and Your Safety Hand Hygiene and Your Safety Scented Products Smoking Comments, Suggestions and Concerns

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Information for Family and Friends …………………………. Patient Focus and Family Participation Food Services Gifts and Flowers Email Get-well Wishes Glenrose Rehabilitation Hospital Foundation

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Services …………………………………………………………... Banking Laundry Services Lounges and Atria Mail Maps Public Parking and Transit Telephones and Televisions Vending Machines

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Additional Services ……………………………………………. Dental Services Hair Salon Interpreter Services Library Services Patient Computer Lab Aboriginal Health Research Education Preparing to Leave the Hospital Outpatient Pharmacy Spirituality Arts in Rehabilitation Transportation Volunteers Website and WIFI

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Table of Contents

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Welcome

Welcome to the Glenrose Rehabilitation Hospital Dear Patients, Families and Friends,

On behalf of all physicians and staff, I wish to welcome you to the Glenrose Rehabilitation Hospital. Our vision is to create a world of possibility for persons with disability. It is our priority to provide you with the highest quality care, support and information in a timely manner using the most up-to-date rehabilitation technologies and services while ensuring your privacy, dignity, comfort and safety.

There are many challenges in life. How we respond to these challenges is important. This booklet is a starting point for your journey. Like many guides, it is full of information and tips to help you navigate your way in the days ahead. On each page there is information about people who are committed in special ways to meeting your needs and making your stay easier. The Glenrose Hospital is a therapeutic care environment. Your participation along with your family and/or other caregivers in the planning of your treatment, discharge or follow-up activities is encouraged to enhance your function and quality of life. Our staff can also help you to locate other sources of information and assistance that may be available in your community. We learn from each patient we see. Your experiences, problems and challenges teach us so that we can help other patients yet to come. Feedback about the quality of care you receive is most welcome. Isabel Henderson Senior Operating Officer

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Upon Arrival

Your Rehabilitation Team

The team of healthcare professionals working with you on your rehabilitation journey may include physicians, nurses, occupational therapists, physical therapists, dieticians, speech-language pathologists, pharmacists, social workers, recreation therapists, audiologists, psychologists and others. All Glenrose employees wear a photo identification badge while working. If you’re not sure who someone is, or what their role is, please ask.

Communicating and Understanding

Good communication is important. You need to understand all assessments and treatment plans. You have the right to understand what your rehabilitation involves. If you have any questions, please ask one of your rehabilitation team members. If you or your family need help understanding any part of your care or need translation, please let staff know. You are welcome to have a family member or friend ask questions and give information for you, if needed. Family Conference

You, your family and caregivers are active partners in your rehabilitation, along with your healthcare team. A family conference may be held with your healthcare team members to share information, discuss your progress in rehabilitation, set treatment goals, and plan for your discharge once your rehabilitation at the Glenrose is complete. Confidentiality, Privacy and Respect

We are committed to preserving individual dignity and to being respectful of patients and their families. Information regarding caregivers and family members will be respected and handled confidentially . Information will not be shared or discussed with anyone other than those authorized to receive such information, unless sharing of your healthcare information is required by law.

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Upon Arrival

Information Desks

There are two Information Desks in the hospital.

The main Information Desk is located at the GlenWest (111th Avenue) entrance.

Hours: 7:00 a.m. - 9:00 p.m.

Monday - Friday 9:00 a.m. - 9:00 p.m.

Weekends and Holidays.

The second Information Desk is located at the GlenEast (102nd Street) entrance.

Hours: 7:00 a.m. - 4:00 p.m.

Monday - Friday

Closed Weekends and Holidays

A Typical Day at the Glenrose Rehabilitation Hospital

When you wake up and have breakfast, you will want to check your individual schedule as therapy sessions are scheduled throughout the day. After each therapy session, there will be the opportunity to rest. Your family member may attend some of your therapy sessions with you. After lunch, there are scheduled therapy sessions and there is time to

read, nap, or listen to music. After dinner, you might spend time with visitors or other patients. Evening activities are also available. Further information may be obtained by checking the Recreation Calendars/Leisure Guides on the Unit bulletin boards or by calling Recreation Therapy 780-735-7985.

At the Glenrose Rehabilitation Hospital, night-time interruptions are minimized, so you will feel rested for the next day's activities.

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Personal Items and Valuables

What to Bring

We encourage you to bring only essential items to the hospital, such as sleepwear, toiletries and clothes. You will feel more like yourself in your own clothes, and it is easier to do therapy in comfortable clothing rather than in a hospital gown. You should also bring anything that will make you feel more at home: books, music, photos and cards. Children and teenagers often want to bring stuffed animals, dolls, toys and schoolbooks. For safety reasons, do not bring radios, hairdryers, fans or other electric devices. We offer the following tips to help you keep your personal items secure: Glasses and hearing aids are best kept in a case when you are not

wearing them. They should be placed in the top drawer of your bedside table, with your name on the item or case.

Dentures are best stored in a denture cup in the top drawer of your bedside table. Do not place them on your food tray or on the bed.

We recommend you keep clothing in your room closet, your bedside table or your suitcase.

What to Leave at Home

We strongly recommend that you leave your valuables at home and bring only enough money for lower cost items such as magazines and snacks. Please make sure your personal items are away from plain view and are secure when not with you. Alberta Health Services is not responsible for any lost or stolen items. There is a key available to lock the top drawer of your night table. Please keep your key with you at all times.

Lost and Found

To check for missing items, call Protective Services (Security) at 780-735-8899.

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Your Health and Safety

Medication Safety

While you are in the hospital, it is important for you to talk about your medications with your team. Tell your doctor and nurse about all the medications you are taking, including prescription medications, over the counter preparations, vitamins and herbal products.

Ask about your medications: ask what they are, what they look like, what they do. Make sure that a staff member checks your ID bracelet before giving you any medications. You must not take any medications, over the counter preparations, vitamins or herbal products that you have brought to the hospital without first talking to a doctor or nurse about them. When you leave the hospital, ask for a list of your medications, their dosage and the time of day that you should take them.

Talk to your doctor or nurse about any allergies you may have to medications, food, or latex.

Mobility and Your Safety

Getting around in the hospital will be different from in your own home. We want to make sure you can get around safely. Here are some tips. Please bring non-slip shoes with a wide heel, and leave your slippers at home. Running shoes are a good choice, as they will give you good support and prevent slips. Please use them all the time, even when go-ing for breakfast or getting up at night. When you stand up or walk, do not use any furniture with wheels for support, like the bedside tables. Tell us if you ever feel uneasy or dizzy when standing or walking. Avoid extra items in your room that make it hard to walk around. Please have visitors return chairs to their original spot. Keep your call bell close by so you can easily reach it if you need to ask for help.

Hand Hygiene and Your Safety

While you are in the hospital, clean your hands often, especially before meals, after you use the washroom, and when you leave or enter your room. Ask your nurse about the location of hand sanitizer and directions for use. Hand sanitizer is the best choice when your hands look and feel clean. If your hands look or feel unclean, use soap and water to clean your hands. It is okay to remind and encourage staff to clean their hands before they help you.

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Your Health and Safety

Scented Products

During your stay at the hospital, you and your visitors should not use perfume, after-shave, or other scented products. This is in consideration of patients and staff who have scent sensitivities or allergies.

Smoking

We are committed to providing a smoke/tobacco-free environment. Smoking areas have been removed from all Alberta Health Services facilities. Anyone found using tobacco products against policy, will be notified of AHS's commitment to a tobacco and smoke free environment. Anyone who continues to use tobacco products against policy after verbal notification may be subject to a fine.

Information on support for quitting smoking/tobacco is available from the Smokers Help Line at 1-866-332-2322 or on the following website http://www.albertaquits.ca

Patient Concerns and Feedback

The Glenrose Rehabilitation Hospital values your input. We want to hear from you. Your feedback will help us to further improve the quality of our services. If you want to share your feedback, you can: Talk to your care provider or the Program Manager in the area.

Contact the Patient Relations Department at 1-855-550-2555 to provide feedback. For any concerns you may have contact Patient Concerns 780-342-8092.

Complete an on-line patient feedback form https://www.albertahealthservices.ca/273.asp

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Information for Family and Friends

Patient Focus and Family Participation

The need for rehabilitation affects the lives of a patient's family and/or caregivers. At the Glenrose, we understand that family participation plays an important role in your recovery. General visiting hours are between 11:00 a.m. and 8:30 p.m., unless otherwise specified. For patient location information, please call 780-735-8205.

Food Services

Bistro Restaurant: The Bistro offers a variety of healthy choices and popular menu items. The Bistro is located on Level 0, GlenWest and is open Monday to Friday from 7:00 a.m. - 2:00 p.m. and closed on Weekends and Holidays. Please note that debit cards and all major credit cards are accepted.

Cravings Café: The Café is operated by the Friends of Glenrose and is open Monday to Friday from 10:00 a.m. - 6:00 p.m., Weekends from 10:00 a.m. - 5:00 p.m., and closed on Holidays. It is located on Level 3, GlenWest. Please note that debit cards are now accepted.

Gifts and Flowers

The Corner Store is operated by the Friends of Glenrose and is located on Level 1, GlenWest. Store hours are Monday to Friday from 8:00 a.m. - 8:00 p.m., Weekends from 11:00 a.m. - 5:00 p.m., and closed on Holi-days. You may purchase flowers, newspapers, magazines, books, per-sonal care products, gifts, toys, stamps, snacks, beverages and greeting cards. Canes, reachers and diabetic socks are also available. Proceeds from sales are used by the Friends of Glenrose to benefit patient comfort needs. The Corner Store accepts cash, VISA, and Debit Cards.

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Information for Family and Friends

Email Get-Well Wishes The Glenrose Rehabilitation Hospital is able to offer email get-well wishes to patients. The messages are printed off by Volunteer Services and delivered to the patient. Please visit: ahs.ca/wellwishes/

Glenrose Rehabilitation Hospital Foundation The Glenrose Rehabilitation Hospital Foundation raises funds to support the enhancement of patient care at the Glenrose. The Foundation’s work includes fundraising for new capital projects, innovative technology, state-of-the-art equipment, and leading edge rehabilitation research and education.

Courage. Encouraged.

Your donation or sponsorship is more than an investment in our community; it is courage encouraged. To make a donation or learn more, please visit www.glenrosefoundation.com or call 780-735-6024 or stop by the Foundation office on the main level, next to the hospital’s Information Desk.

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Services

Banking

An automated teller machine (withdrawals only) is located on Level 1, GlenWest, near the main elevator core, opposite the Friends of Glenrose Corner Store.

Laundry Services

Washing machines and dryers are available for patient use and are located on the 3rd and 4th floors in GlenWest. The machines are free of charge. Laundry soap is available for purchase from the Friends of Glenrose Corner Store or you may bring your own.

Lounges and Atria

Lounge areas available to patients and their visitors are the Quiet Atrium and the Cravings Café which are both located on Level 3, GlenWest.

Mail

Personal mail is delivered to patient rooms daily. Outgoing mail can be dropped off at the Canada Post mailbox located between the two sets of doors at the GlenWest (111th Avenue) entrance. Stamps are available at the Friends of Glenrose Corner Store.

Maps

Maps of the hospital and parking lots are available at both Information Desks. Edmonton Transit Services

Information about transit services including the LRT can be located at http://www.edmonton.ca/transportation/edmonton-transit-system-ets.aspx

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Services

Public Parking

Surface metered parking is available to the public. All meters on site are in effect 24 hours a day, seven days a week. Underground parking is also available to the public. Monthly parking passes are available from both Information Desks. For current rates please visit one of the Information Desks (see page 5). A Pay and Display machine and a change machine are available in the parkade at the entrance to the hospital. The Pay and Display passes are valid at all Alberta Health Services sites. Patients/visitors who are transferred to the Glenrose Rehabilitation Hospital from any other Alberta Health Services facility may use the original parking permit

purchased from that facility for the time remaining on the original permit. For parking inquiries and information on location of handicapped parking spaces, please contact Parking Services at 780-735-5630.

Telephone and Television Rentals

Pay phones and courtesy phones are located throughout the hospital. To rent a telephone or television in GlenWest, contact the Hospitality Network at 780-735-8850. Please note that this service is not available on Patient Care Units 3C or 4D. A pay phone with Keypad Teletypewriter (TTY) service is located on the main floor across from the Friends of Glenrose Corner Store. This upgraded phone offers communication options for the Deaf and Hard-of-Hearing. This service includes: TTY to TTY Calling TTY to Voice Calling (711 Message Relay Service) Voice to TTY Calling (711 Message Relay Service)

Vending Machines

Vending machines with snacks, coffee, juices and soft drinks are located in common areas throughout the hospital and are available 24 hours per day.

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Additional Services

Dental Services

The Dental Clinic is located on Level 0 (GlenEast, Room 22). The clinic offers professional dental care including cleaning, fillings, crowns and bridges, root canals, full and partial dentures and extractions. Services are available to seniors, adults with disabilities and to the general public (adults). Rates are competitive and fees are payable at the time of treatment. For an appointment, please call 780-735-8810. Hair Salon

The Hair Salon is located on Level 0 (GlenWest, Room 0306). The salon offers a wide variety of hair services including hair cuts, colors and perms. The hair salon is open Tuesday, Wednesday and Thursdays 9:00 a.m. - 3:00 p.m. For further information, please call 780-735-8254.

Interpreter Services

We serve a multicultural community and offer interpreters who speak various languages to assist you when needed. The staff in your program can make the necessary arrangements, or you may call 780-735-7989.

Knowledge Resource Service (KRS)

The Glenrose Rehabilitation Hospital KRS (Library) is located on Level 0 (GlenEast, Room 0613). The library offers the use of books, videos, and DVDs on many conditions. Journals may be used in the library and articles may be photocopied. Library staff provide assistance in locating information for hospital staff, patients and families. Computers are available to search for online resources. The library is open Mon-day to Friday from 8:00 a.m. to 4:00 p.m.

Patient Computer Lab and WIFI

There is a patient computer lab located on Level 2, (GlenWest, Room 2171). There are three computers available for patient use. Hours are Monday to Friday 1:00 p.m.—3:00 p.m. and Sundays 1:00 p.m. - 4:00 p.m. excluding holidays. Computers for patient and family use may also be available on the unit where you are receiving your care. Patient and guest WIFI is available on the “healthspot “ wireless Network (self-register to create a wireless internet account).

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Additional Services

Research  

Research is an essential part of ensuring quality healthcare. It is part of all the clinical services divisions and in many individual programs. All research is approved by the Health Research Ethics Board and complies with guidelines set out by the Office of the Privacy Commissioner. Contact the Research Office at 780-735-8291 to learn more about research at the Glenrose or about opportunities to participate in research studies. 

Learning and Development Centre

The primary goal of the Glenrose Learning and Development Centre (LDC) is to foster an evidence-based learning program for GRH staff, volunteers, physicians, patients/family members and caregivers. The LDC offers a range of caregiver resources through the Glenrose Alberta Caregiver College ® program. Please contact Carol Wilson at Carol.Wilson@albertahealthservices.ca or 780-735-8283. 

Preparing to Leave the Hospital

Your discharge planning will begin the day you arrive at the hospital. Transition Services Coordinators are Registered Nurses who work with the patient to assess and determine health care needs for Continuing Care Services. They provide information and referrals for Continuing Care Services and/or AHS living options, discuss and develop the transition plans with patients and their families. Transition Services

Coordinators support patients and families through the transition to another health setting or with a supported discharge home with Home Care Services. The transition assessment will support your goals and focus on maintaining your independence with the appropriate health supports to meet your needs in the right setting.

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Outpatient Pharmacy

The Outpatient Pharmacy is located near the main entrance of the Royal Alexandra Hospital at 10240 Kingsway Avenue. The pharmacy fills discharge prescriptions at regular cost and provides information on your prescriptions. For pharmacy hours contact: 780-735-5296. Spirituality

We believe that the spiritual dimension is an important and essential part of rehabilitation. Spiritual concerns can come up and grow in times of disability and crisis. The Spiritual Care Service believes in the idea of the total care of the person including the patient’s mental, emotional, physical, social and spiritual dimensions. All faiths and cultures are recognized and we are happy to arrange for spiritual support through recognized representatives of faith communities.

Arts in Rehab

The Glenrose Arts in Rehab has three art galleries: The Blue Curve, Mezzanine and Art on the Inside where art works are rotated. Patients, families and visitors are invited to visit the art galleries. For more information, contact Recreation Therapy at 780-735-7985. Transportation

Local transit information is available at the Main Information Desk. The Disabled Adult Transportation System (DATS - 780-496-4567) loading zone is located outside the GlenWest (111th Avenue) entrance. Direct taxi telephone lines are located at both entrances.

Volunteers

Volunteers are an important part of the Glenrose Rehabilitation Hospital. If you wish to join our team of volunteers, please call 780-735-7986.

Website

For the most current information on the programs and services offered, please see our website:http://www.albertahealthservices.ca/facilities/grh. Also listed on the site are clinical education events and seminars as well as initiatives underway.

Additional Services

Glenrose Rehabilitation Hospital 10230-111 Avenue

Edmonton, AB T5G 0B7 780-735-7999

www.albertahealthservices.ca

The Glenrose Rehabilitation Hospital is committed to excellence and leadership in patient care, research and education. At the Glenrose we specialize in the everyday miracles that allow people to rebuild their lives in the aftermath of disabling injury or illness. Your condition may require you to learn new ways of doing basic tasks, but we never lose sight of the fact that those tasks are the building blocks for your abilities for life. Our team approach to care - bringing together the expertise of doctors, nurses, therapists, other specialists, and of course, patients and families - is designed to help you achieve your maximum level of function and independence. The Glenrose coordinates advanced technology and specialized services in caring for you and your family. Each day more than 600 individuals and their families from Edmonton and area, central and northern Alberta, and Northern areas benefit from our hospital care (244 beds), day hospitals, technology services and more than 100 outpatient clinics.