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Patient, Family and Visitor Welcome HandbookWRITTEN WITH FEEDBACK FROM PATIENTS AND FAMILIES

PA

TIENTS & FAMIL

IES

C

REATED WITH

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Table of contents

Welcome to Southlake ............................................................................................ 4

Planning your stay and who is taking care of you ................................................. 5

Clean hands protect lives ...................................................................................... 6

Five Patient Safety Priorities .................................................................................. 7

How to find your way around ................................................................................. 8

Your visitors ........................................................................................................... 9

Patient Connect – get your hospital records online ............................................ 10

Preparing for discharge ........................................................................................ 11

Amenities ...............................................................................................................12

Questions, concerns and feedback ...................................................................... 13

Welcome message from Arden Krystal ................................................................ 14

We are looking for patient and family advisors ................................................... 15

Message from Annette Jones ............................................................................... 16

Patient Declaration of Values ............................................................................... 17

We are a community teaching site ...................................................................... 18

How to donate .................................................... 19

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Welcome to Southlake

We offer you a number of ways to communicate with us:

Contact numbersMain hospital number: 905-895-4521

Welcome Centre: 2869

Patient Scheduling: 2665

Patient Relations: 2290, 2216 (urgent, after hours)

Spiritual Care: 2539, 2216 (urgent, after hours)

If you need an interpreter or a translator:Please ask your healthcare team. They can provide an interpreter if English is not your first language or if you are hearing impaired or deaf. This service at no cost to you and will be respectful of your privacy and confidentiality.

Stronach Regional Cancer Centre: 905-830-5800To contact departments within the Stronach Regional Cancer Centre, please call the Cancer Centre and follow the prompts to book, change or cancel an appointment, speak with a care team member, or to reach general departments.

Facebook : @SouthlakeRegionalHealthCentre

Instagram: @southlakerhc

LinkedIn: southlake-regional-health-centre

Social channels:

YouTube: SouthlakeRHC

Twitter: @Southlake_News

Visit southlake.ca for more information.

Planning your stay

What to bring with you to Southlake:

• Your OHIP card.

• Any private health insurance information.

• A list of your medications, the dosages and when you take them.

• Your bathrobe, non-slip footwear or slippers, and comfortable lounge or sleepwear.

• Your comb or hairbrush.

• Your personal toiletries, i.e. your toothbrush, toothpaste, shampoo, shaving supplies, etc.

• Your walker, wheelchair or other custom designed aids.

If you forget anything, most of the items on this list can be purchased from the

Southlake’s Gift Shop or Centric Health Pharmacy on Level 1 of the East Building.

What to leave at home:

• Your valuables, like jewelry, large amounts of cash, credit cards, etc.

• Your scented products, such as body lotion, perfume, cologne, etc. Southlake is a scent

reduced environment, so we ask that you refrain from using scented products.

• Your alcoholic beverages.

Who is taking care of you?

Members of your healthcare team can include:• physicians, nurse practitioners

• nurses

• social workers

• nutrition services

• respiratory therapists

• occupational therapists

• physiotherapists

• spiritual care provider

• pharmacists

• other support staff

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CLEAN HANDS COUNT FOR YOUR PROTECTION

Did you know...?

Cleaning your hands is a great way to protect yourself from serious infections.

Every patient is at risk of getting an infection while they are being treated for something else.

Preventing the spread of germs is especially important in hospitals and other facilities such as dialysis centers and nursing homes .

PATIENTS AND VISITORS: When to clean your hands

What is alcohol-based hand sanitizer?

A product that kills germs on the hands.

It should contain 60% to 95% alcohol.

Use alcohol- based hand

sanitizer:

When hands do not look dirty.

Use soap and water:

When hands look dirty.

If you have a C. difficile infection.

Before eating and after using the restroom.

When using alcohol-based hand sanitizer:

PUT PRODUCT ON HANDS AND

RUB HANDS TOGETHER

COVER ALL SURFACES

UNTIL HANDS FEEL DRY

THIS SHOULD TAKE AROUND 20 SECONDS

People often miss certain areas when cleaning their hands using alcohol-based hand sanitizer:

THUMBS

FINGERTIPS

BETWEENFINGERS

What if I have a C. difficile infection?

C. difficile, or C. diff, causes severe diarrhea.

If you have a C. diff infection, you should wash your hands with soap and water.

Your healthcare providers should wear gloves while caring for you.

Healthcare providers need to clean their hands:

Every time they enter your room and when they remove gloves.

Wearing gloves alone is not enough to prevent the spread of infection.

CLEAN HANDS COUNT FOR YOUR PROTECTION

Did you know...?

Cleaning your hands is a great way to protect yourself from serious infections.

Every patient is at risk of getting an infection while they are being treated for something else.

Preventing the spread of germs is especially important in hospitals and other facilities such as dialysis centers and nursing homes .

PATIENTS AND VISITORS: When to clean your hands

What is alcohol-based hand sanitizer?

A product that kills germs on the hands.

It should contain 60% to 95% alcohol.

Use alcohol- based hand

sanitizer:

When hands do not look dirty.

Use soap and water:

When hands look dirty.

If you have a C. difficile infection.

Before eating and after using the restroom.

When using alcohol-based hand sanitizer:

PUT PRODUCT ON HANDS AND

RUB HANDS TOGETHER

COVER ALL SURFACES

UNTIL HANDS FEEL DRY

THIS SHOULD TAKE AROUND 20 SECONDS

People often miss certain areas when cleaning their hands using alcohol-based hand sanitizer:

THUMBS

FINGERTIPS

BETWEENFINGERS

What if I have a C. difficile infection?

C. difficile, or C. diff, causes severe diarrhea.

If you have a C. diff infection, you should wash your hands with soap and water.

Your healthcare providers should wear gloves while caring for you.

Healthcare providers need to clean their hands:

Every time they enter your room and when they remove gloves.

Wearing gloves alone is not enough to prevent the spread of infection.

CLEAN HANDSPROTECT LIVES.

PATIENTS AND VISITORS: When to clean your hands

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Your visitors

Southlake has 24/7 visiting hours

Families, friends and caregivers have a valuable role when patients can benefit from having their loved ones by their side. That’s why we have 24/7

visiting hours. We welcome you to stay with your loved one, based on their needs and wants, day or night.

If you would like to visit between 10:00 p.m. and 6:00 a.m., please check in with the patient’s healthcare team.

During these hours, it is required that all visitors maintain strict HUSH* practices, which encourage a quiet environment to reduce noise and promote

a restful experience for all patients.

HUSH means:

• Speak in lower or hushed tones • Dim lights where possible • Turn cell phones to mute or vibrate • Use earphones to listen to/watch electronics • In a multi-bed room, consider visiting in a lounge

or off-unit public area, if the patient is able • Multiple visitors may use the lounge to respect

other patients in a shared room and we ask that you try to limit the number of visitors after 10:00 p.m.

RESPECT AND PRIVACY At Southlake, we strive to create an environment where the best experiences happen for everyone.

This means our patients, families, caregivers, and staff members all need to be treated with care and compassion. We ask that you respect everyone, as well as their right to privacy, and remind you

that any abusive or aggressive behavior will not be tolerated. Thank you for your consideration and cooperation to help make Southlake a safe place to give and receive care.

In order to maintain a therapeutic and healing environment, some units may have different guidelines. Please check in with the staff on the unit to understand if these apply to you and your loved one.

For more information, please visit our website at Southlake.ca

How to find your way aroundHow to find your way around

East Building, Main Campus:

First floor:

• Welcome Centre• Pharmacy• Gift Shop• Cafeteria (Aquene café)• Subway• Tim Hortons (Full Service)• Volunteer Resources• Rehabilitation• Spiritual Centre

West Building, Main:

Campus:

• Adult Mental Health (Inpatient)• Adult Mental Health (Outpatient)• Mental Health Crisis

Medical Arts Building:

First floor:

• Hearing Life

Third floor:

• Diagnostic Imaging

Stronach Regional Cancer Centre:

Lobby Level (L):

• Welcome Centre

Ground floor (G):

• Radiation Therapy

Druxy’s is located between the Cancer Centre and the West Building.

Fourth floor:

• Welcome Centre• Endo Surgery

Fifth floor:

• Heart Rhythm and Pulmonary Function

• Endo Surgery

Sixth floor:

• PACE

Second floor:

• Diagnostic Imaging• Emergency• Day Surgery• Tim Hortons Kiosk

(Self-Serve)• Spiritual Centre

Fourth floor:

• Families and Babies• Paediatrics• Child/Adolescent

Mental Health

Third floor:

• Musculoskeletal• Medicine Units

Fifth floor:

• Cardiac

Sixth floor:

• Cancer Palliative Care

Level One (1):

• Outpatient Clinic

Level Two (2):

• Chemotherapy Clinic

Level Three (3):

• Volunteer resource suite• Staff offices

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Manage your health care

Ask aboutPatient Connect

online

Patient Connect is an online tool that gives you 24/7 access to your:

Health records

Upcoming appointments

Test results

Notes from clinical visits

Health care information

Staff who are patients at Markham Stouffville Hospital, Southlake Regional Health Centre or Stevenson Memorial Hospital can enroll now at their Health Information Department.

Get your hospital records online.Enroll for the Patient Connect portal today. To enroll online, give us your email address when you check in for your appointment.

To enroll by phone, call 1-877-733-5033.

Preparing for discharge

Your health records:

Health Information Department

You can access your medical records from our Health Information Department which is open Monday through Friday from 8:00 a.m. to 4:00 p.m. The Health Records Team can help get you the right documentation. You can reach them at 905-895-4521 ext.2635.

How to contact your healthcare provider:Please refer to your discharge form for more information about how to contact your healthcare team while you are in hospital and when you are discharged.

Volunteering at Southlake:One of our values at Southlake is, “Always with compassion.” Each of our volunteers exemplifies this value. Whether it’s with a kind smile, a helping hand or help to find your way around, our volunteers are here to help us provide you with the best experiences. If you would like to volunteer at Southlake, you can apply through our website at www.southlake.ca.

Organ and tissue donation:One organ donor can save up to eight lives and enhance as many as 75 more through the gift of tissue. Talk to you healthcare team about how you can help. You can also register your consent for organ and tissue donation at www.beadonor.ca.

For more information, please call Trillium Gift of Life Network at 1-800-263-2833.

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Amenities

East Building, Level 1Monday – Friday: 8:00 a.m. – 6:00 p.m.

Between Cancer Centre and West Building, Level P2Monday to Friday: 6:00 a.m. – 6:00 p.m.

Southlake Gift ShopEast Building, Level 1Monday to Friday: 9:00 a.m. – 8:00 p.m.Saturday & Sunday: 10:00 a.m. – 4:00 p.m.

Medical Arts Building, Level 1Monday – Friday: 8:00 a.m. – 4:00 p.m.

Aquene Café East Building, Level 1Monday to Friday: 8:00 a.m. – 4:00 p.m.

East Building, Level 1Monday to Friday: 7:00 a.m. – 11:00 p.m.Saturday and Sunday: 8:00 a.m. – 11:00 p.m.

On the Go featuring Tim Hortons, East Building, Level 1Open 24 hours, 7 days per week

Tim Hortons Kiosk,West Building, Level 2Monday to Friday: 7:00 a.m. – 5:00 p.m.

aquene café

We want to hear from you.

To our patients, families and visitors:

If further assistance is required, please contact the Office of Patient Relations.

Your feedback is highly valued. It provides us with the opportunity to create

an environment where the best experiences happen.

If you have a compliment, suggestion or concern please inform your nurse, health care provider or ask to speak to the manager of the department.

Every voice matters – we are listening to you. Thank you for taking the time to speak with us.

Patient Relations Office: EMAIL: patientrelations@southlakeregional.org TELEPHONE: (905) 895-4521, Ext. 2290

IN PERSON: East Building, 1st floor, Office #0/139

Questions, concerns and feedback

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Welcome message from Arden Krystal

Welcome to Southlake, where we always look to

create innovative solutions to our most pressing

challenges. One of those challenges is making

sure we create the best experiences for our staff

and our patients, families and visitors. We are all

working together to provide leading edge care

for you.

In order for us to provide the best experiences,

we are always thinking about ways to make your time here less confusing and

stressful. That’s why we have created this welcome handbook for you, based

on advice and tips from more than 80 of our Patient & Family Advisors, to help

guide you through your experience at the hospital.

We are all here to help. We’ve heard from you – our patients and families –

and you're telling us you want to know how to get here, how to get around, who

is taking care of you and what amenities are available during your time at the

hospital.

I hope this is a helpful guide, with all the basic information you need. Our goal

is to make sure your trip to Southlake is a good one. We are always open to your

feedback: if you have questions, compliments or concerns please feel free to

reach out – I’m by your side.

Arden Krystal President and CEO, Southlake Regional Health Centre

Southlake is actively recruiting PATIENT & FAMILY MEMBERS to become advisors to help create an environment where the

best experiences happen.

Please visit www.southlake.ca and click on “Volunteer” or call 905-895-4521, Ext. 2104

W E A R E L O O K I N G F O R

PATIENT & FAMILYADVISORS!

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RESPECT ME

HEAR ME

INVOLVE AND ENGAGE ME

HONOUR MY TIME

STRIVE TO KEEP ME SAFE

• I expect excellent care in the right place at the right time

• I am an individual, treat me the way you would like to be treated

• Do not judge me

• Acknowledge me• Invite my input and perspectives• Listen to what I have to say • Answer my questions

• Directly involve me in my care• Keep me informed every step of the way• My family and others are involved in

my care as I have chosen• Be a team and speak with one voice

• My time is as important as yours• Do what you say you will do

• Make my safety your top priority• Help me understand, so I can make

informed decisions

BE COMPASSIONATE. I AM A PERSON.

Message from Annette Jones, Vice President, Patient Experience and Chief Nursing Officer

We recognize that being in the hospital may be an uneasy experience for many patients. That's why our goal is to make each visit the best it can be. By involving you and your loved ones every step of the way, we aim to improve our services by partnering with you in your care.

A few years ago, we created Patient & Family Advisory Councils (PFAC) comprised of more than 80 advisors who are engaged with our teams across our organization. They bring their unique

perspectives as patients and family members to help us improve the safety and quality of our service. This feedback helps us maintain a patient- and family-centred approach to the care we deliver each and every day.

There are a number of ways for you and your family to share feedback about your care:

• Reach out to a member of your care team or unit manager. They will listen to and support you through your experience and help you get the information that you need.

• Our Patient Relations office (ext. 2290) provides a safe, supportive environment where you may share your comments, suggestions and concerns.

• Your My Care Board is located at your hospital bedside. This provides a simple and effective way to communicate and address any immediate questions you may have with the members of your care team.

• While in hospital, you may be asked to participate in a real-time survey about your care. This allows us to hear concerns that we can immediately address while you are here. It also helps us to recognize those who have provided exceptional care to patients.

• Shortly after your visit to Southlake, you may receive a patient satisfaction survey in the mail. The information you share is confidential and anonymous, and will allow us to learn from your experience so we may make improvements.

We believe a positive patient and family experience happens through good communication, mutual respect, and true partnership between patients, families and staff. We invite your input and perspective and thank you for your valuable feedback.

Annette JonesVice President, Patient Experience and Chief Nursing Officer, Southlake Regional Health Centre

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Visit southlakefoundation.ca.

“You can miss so much when you don’t have your health. Now I don’t have to, and it’s thanks to the dedicated care of my physician and their team. I want to make sure that quality of care is available if I need it again – that’s why I choose to support my hospital.”

– Elaine, Grateful Southlake Patient

LEARN MORE ABOUT HOW YOU CAN SUPPORT SOUTHLAKE IN PROVIDING

LEADING EDGE CARE, CLOSE TO HOME.

We are a community teaching site proudly affiliated with

For more information please visit our website at www.southlake.ca

Southlake enrolls 10 family medicine physician trainees

(residents) every year for a two-year program. Our residents

help us care for our community and patients who do not have

a family doctor. They also work alongside and are supervised

by our physicians and staff in the following areas:

• Emergency Department• Medicine Units• Mental Health• Obstetric Units

• Paediatric Units• Palliative Medicine • Surgery• Complex Medical

Rehabilitation

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HOW TO FIND US

For more information, please contact:

Southlake Regional Health CentreTel: 905-895-4521596 Davis DriveNewmarket, ON L3Y 2P9

southlake.ca

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Southlake Village, 640 Grace Street

Medical Arts Building, 581 Davis Drive

Southlake Foundation, 581 Davis Drive

Southlake Regional Health Centre

Stronach Regional Cancer Centre

The Tannery Mall, 465 Davis Drive

Parking

Bridge over Davis Drive – accessible from P3 of the Parking Garage and Level 3 of the Medical Arts Building.

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