Patient Handbook for Victoria General Hospital

7/27/2019 Patient Handbook for Victoria General Hospital

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Patient Handbook

Small Hospital. Big Heart. Clear Vision.


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To You, Our GuestThe Entire Staff and Physicians of the Victoria

General Hospital Welcomes You!We extend to you a cordial and warm welcome to

Victoria General Hospital (VGH). Opened in 1971, ourhospital is an Accreditation Canada accreditedcommunity hospital serving the citizens of Winnipegand working together within the Winnipeg RegionalHealth Authority to provide access to acute careprograms and services. It is our primary goal to provideyou with quality care and make your hospital stay as

brief and pleasant as possible.

You are our guest and our first consideration. We wantyou to know us as caring people working together foryour health and well-being. Be assured that every staffmember and physician is dedicated to making your staya comfortable one, and assisting you to get well as soon

as possible. Above all, we aim to provide the highestquality health care and service to all of our patients.

You are our partner in your care while at the VictoriaGeneral Hospital. We recognize that you may havequestions about your stay. This handbook was preparedto answer those questions and help you become better

acquainted with our hospital and its services. If youhave other questions, please feel free to ask anymember of the hospital staff. When its important toyou, its important to us.A Message from COO, Francis LaBossire:It is my pleasure to welcome you to the VictoriaGeneral Hospital. The Vic is committed to providing

you with high quality health care. Please do not hesitateto communicate any concerns or comments to anymember of our patient care team to assist us inenhancing the quality of care we provide.


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Table of Contents

About The Victoria General Hospital 3

Preparing For Your Stay 4

Your Stay At The Victoria General Hospital 6

The Health Care Team 11

Infection Prevention & Control 18

Other Hospital Services 21

Discharge and Preparing for Discharge 26

from Hospital

Patient Amenities & Services 29

Safety & Security 36

Fire Safety 36

Supporting the Victoria General 37

Hospitals Mission

We Value Your Opinion 40

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VGH MissionIn partnership with patients and families, the VGHMission is to promote and ensure quality patient carethrough the provision of excellent services leading to

effective health outcomes within a changing andgrowing community.

VGH ValuesOur actions are guided by our values:

Compassion

Respect Transparency Integrity Trust

VGH VisionOur vision, focusing on quality and patient safety, is tobe a hospital that:

Involves Patients and Families as an integral partof the healthcare team in their plan of care.

Empowers Staff, Physicians and Volunteers towork together in a respectful, caring manner andenables them to do their jobs in a culture of prideand commitment.

Works closely with its community partners inenhancing community options which promote theprovision of the right care in the right place at theright time.

Meets and exceeds the expectations of thegrowing community of South Winnipeg andbeyond.

Aggressively pursues the renewal of itsinfrastructure, thus leading to a safe, modern andtechnologically appropriate environment.


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Fosters a community whose members are proud ofthe services rendered and who become lifetimesupporters through involvement and philanthropy.

Leads in Minimally Invasive Surgical technology.

Leads in Research and Education amongCommunity Hospitals.

Preparing For Your Stay

Suggested Items to Have With You

Please label personal items with your name andtelephone number.

If you dont have the following items with you, pleasearrange to have them delivered:

Manitoba Health card Proof of additional health insurance coverage,

such as Blue Cross, for enhanced hospitalaccommodations

Personal documents such as care directives Calling card for long distance calls Prescription medications that you are taking

Show all medications that you bring with you to

your nurse. Your medications will be locked up foryour safety and eventually sent home with you or arelative.


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Additional Personal Items to Have With You: Slippers, pajamas, and robe Toothbrush and toothpaste Brush and comb

Facial tissues and shaving supplies Body lotion, soap, shampoo,and powder

Sanitary items Dentures, eyeglasses, and hearing

aids and batteries

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

If you use a Victoria Lifeline button, please ensure thatit is sent home with family or have it stored at the

reception desk on the main floor.

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

Please do not bring: More than $20 cash. Any excess funds over $20

can be deposited in safekeeping at the front desk,main floor. These funds will be returned upondischarge from the staff at the front desk duringregular business hours.

Credit cards Personal valuables such as jewellery; please send

them home or they can be put in safekeeping

as well.


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Any electrical items that are not powered bynon-rechargeable batteries, such as hair dryers,radios, shavers, electric fans, etc. (Battery-operatedradios and shavers are permitted).

No cigarettes, tobacco, pipes, cigars, etc. TheHospital is a smoke-free facility and grounds. No perfumes/after shave fragrances. Strong

perfume can result in an allergic reaction in ourpatients or staff. Our facility is scent free.

Victoria General Hospital does not assume

responsibility for loss or damage to patientspersonal belongings or valuables.

Your Stay At Victoria General Hospital

AdmissionsThe Admitting Department is located on the mainfloor at the front of the hospital and opens at 6:45 a.m.Accommodation depends on bed availability, insurancecoverage and ability to pay. At times there is a need formixed gender rooms. Consideration for accomodationof window bed requests may include a wait. Please

speak to your Manager of Patient Care.

Identification BraceletsUpon admission, the admitting department will preparean identification bracelet for you. Please wear it untilyou are discharged from the hospital. If your braceletbecomes lost or damaged, please advise a member of

your health care team.


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Manitoba ResidentsManitoba Health covers all necessary costs for insuredservices in a standard four-bed room. Semi-private orprivate accommodation can be requested, but there is

an additional cost.

Private InsuranceCheck with your insurance company to determine ifsemi-private or private accommodation is covered byyour plan. Bring contract/policy numbers and all otherpertinent information with you to the hospital. Semi-

private or private accommodation will be providedaccording to availability. You may be asked to changerooms to accomodate isolation, palliative, orutilization needs.

Uninsured ServicesContact the hospitals Accounts Receivable Clerk at

(204) 477-3360 for any hospital related costs that youmay be responsible for, such as:

Cosmetic surgeryManitoba Health does not pay for these procedures.

Semi-Private and Private Room charges

Manitoba Health does not cover costs for theseaccommodations.

Personal Care Home chargesManitoba Health charges a daily per dieum for personsawaiting placement in a personal care home.


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Ambulance/Medivan servicesThese are not insured by Manitoba Health.

Exceptions: Transportation to another facility whenyou are returned to VGH within 24 hours.

Any service for patients without Manitoba Healthinsurance:Patients are expected to pay for all services prior toleaving the hospital.

Exceptions: No payment is required for patients fromother provinces who present a valid

provincial health card at time ofadmission.

Doctors fees for uninsured services are separatefrom hospital fees.Cash, cheque, Visa, MasterCard,American Express, and debit payments can be made atthe switchboard in the main lobby.

Visiting HoursVisitors are welcome at the Victoria General Hospital.We ask that the following guidelines be respected foryour well-being and that of other patients:

Two visitors at a time

Children under 10 years of age must be supervisedby an adult.

Speak to the attending nurse prior to offering foodor beverages that you have brought in to thepatient

Visitors are required to observe the No Smokingpolicy

Visitors should avoid wearing scented products Visiting hours 11:00 a.m. - 8:30 p.m.


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Close family members of the patient, as defined bythe patient, are excluded from regular visiting hours

Exceptions are as follows:

Psychiatry - Unit 6Monday - Friday 4:00 p.m. 9:00 p.m.Weekend & Holidays 2:00 p.m. 9:00 p.m.

Intensive Care Unit - ICU24-hour visitng except during rest time between 2:00

p.m. - 4:00 p.m. You may be asked to leave the unitduring rounds between 9:00 a.m. - 10:00 a.m.

ParkingPublic parking is available in the Visitors Parking lot infront of the hospital. Payment for hourly and dailyparking is made at the parking machines in the front

entrance. A machine providing change is located at thefront entrance as well. Weekly and monthly passes areavailable at the Foundation Office near the front lobby.Proceeds from parking support the Victoria GeneralHospital Foundation.

A Partnership to Promote Dignity of Care

Please refer to the booklet contained within yourWelcome Package. The booklet describes thepartnership between patients and their families and thehealth care team.

White BoardsThere are white boards at the patients bedside for your

use in keeping track of who your health care providersare, writing down a question, including informationregarding a discharge plan, etc.


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PHIAVictoria General Hospital collects, records, stores, uses,and discloses personal health information for theprovision and payment of health care in compliance

with the Personal Health Information Act (PHIA).

We will use your personal health information and shareit only with those who need to know the information.

Examples of use by Victoria General Hospital include: providing your health care while you are at

Victoria General Hospital teaching and training health care students research and planning

Your medical record will include your name, address,Personal Health Information Number, medical andsocial history. It will also include lab and x-ray reports,

as well as progress notes by the health care team.

You have a right to examine, receive a copy of, andrequest a correction to your information. VictoriaGeneral Hospital cannot disclose your informationwithout your consent unless compelled or permitted bylaw to do so. Victoria General Hospital will, upon

request, provide you with additional informationrequired by you to pursue your rights under PHIA. Youwill be required to fill out a personal health informationaccess form. There is an administrative charge and acost per page for chart copies.

PHIA Access Requests

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


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Consent to Treatment/Informed ConsentWhile you are in hospital, specific tests and treatmentprocedures may be necessary. You will be asked to signa consent form for specific procedures and/or surgery.

Before signing a consent form, you should have infor-mation about and understand what will be done - thepurpose, the expected benefits, potential complications,alternatives, and consequences of not proceeding withthe recommended procedure. If you have questions re-garding consent, please discuss them with your physi-cian or any member of your healthcare team. The

decision to accept or refuse treatment is yours.

The Health Care TeamThe Victoria General Hospital uses a team approach tohealth care delivery. This means that you will be caredfor by a variety of dedicated health care professionals.

This interdisciplinary team may include physicians,specialists, nurses, therapists, technologists, health careaids, porters, and other professionals. The team workswith you to provide the best possible health care bysharing expertise, information, and treatment planning.Each patient care unit has a Manager of Patient Carewho coordinates care, supervises the unit, and ensures

that you receive the best standard of care.


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Pharmacy ServicesPharmacy services are delivered by highly qualifiedstaff including Pharmacy Technicians and Pharmacists.Pharmacy Technicians oversee the distribution of

medication to patient care areas ensuring delivery ofmedication is safe and timely.

The Pharmacist works directly in the patient care areas,and is an active member of the healthcare teamworking together to optimize the care of the patient.The Pharmacist will monitor the use of medication,

and watch for medication related problems. ThePharmacist has a positive influence on the patientstransition from and to home, enhancing their safety andexperience throughout their stay, reducing adverseevents and potentially reducing readmissions throughimproved patient compliance with their medications.

The pharmacist participates in clarifying themedications at admission and at discharge, and providesguidance where special considerations are required toenhance knowledge of their medicine and compliance.For example, if the patient has difficulty rememberingto take medications, special packaging (often referred toas bubble packaging) can be arranged through the

community pharmacy. This may require advance notice,so an early evaluation is beneficial.

Spiritual Health Services Offers a caring, listening presence when you are

struggling emotionally or spiritually Educates other caregivers in the art of spiritual

and religious care mind, body, and spirit Are available to all people Believes that healing involves the whole person:

mind, body, and spirit


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Spiritual Health Values Encourage spiritual and emotional health for all

patients, families, and staff Respect people and their beliefs, religious practices,

and culture Address the spiritual and religious issues that arisewhen a person is facing change, ill, or dying

Help patients to reflect on their life stories to findmeaning and healing

Foster connections with faith groups that could bea source of support for the patients and their

families

Spiritual Health Providers Visit patients offering support and an attentive

listening presence as patients and families strive toconnect with their own inner resources

Offer support during times of confusion, fear,

and crisis Comfort families and friends who are grieving Provide worship services Help patients practice their religion Discuss ethical issues and spiritual needs with the

health care team

There is a sanctuary located on the main floor near theEmergency Department that provides a place formeditation, reflection, and prayer. It is always open.Non-denominational worship is held each Wednesday.A weekly schedule will be posted on the door, towelcome those who want to walk the labyrinth.


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We provide holistic care, which includes care for thebody, mind, and spirit. For this reason, it is importantfor us to record personal information, including yourreligion. The information will be handled in accordance

with the Personal Health Information Act and will beused to help meet your care needs while you are atVGH.

Community faith leaders, clergy, and religious visitorsfrom the community may come to VGH to visitpatients of their own religion. Your name and location

will be disclosed to them unless you wish your nameexcluded from the list. Please inform your nurse as toyour wishes.

To access spiritual health services, ask your RN tocontact the chaplain for you or call (204) 477-3216directly to speak to a chaplain.

Rehabilitation ServicesYou may be seen by one or more of the followingdisciplines based on your treatment goals:

PhysiotherapistThe primary role of physiotherapy is in the

preservation, development, and restoration ofmaximum physical function. Rehabilitation assistantsalso play an integral part in the treatment of inpatients.Under the guidance of the physiotherapists they workdirectly with the patients supporting them in bothmobility and function. Physiotherapy services areprovided 7 days a week from 8:00 a.m. - 4:15 p.m. Full

services are provided Monday - Friday, with limitedservice on weekends and statutory holidays forinpatients. Outpatient services are provided Monday -Friday only.


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Occupational TherapyAssists patients to lead satisfying, productive, andindependent lives. Occupational therapists complete avariety of assessments (e.g. cognitive, functional,

seating) and interventions (e.g. recommend adaptiveequipment, community resources) to promote qualityof life. Occupational therapists consider the patientsoccupation, abilities, and environmental factors to assistwith discharge planning. Rehabilitation Assistants,under the guidance of Occupational Therapists, workdirectly with patients, supporting them in the functions

of daily life. Occupational therapy services are providedMonday - Friday, 8:00 a.m. - 4:15 p.m. OneOccupational Therapist is available Saturday andSunday, predominantly for the Emergency Department.

Speech-Language PathologyOffers assessments and management of swallowing and

communication disorders for adult inpatients on aconsultative basis. The Speech-Language Pathologistalso provides education and advocacy to patients andtheir family/caregivers. If you have concerns aboutswallowing or communication please advise a memberof your health care team. The Speech-LanguagePathologist is available during the day, Monday to

Friday.

Rental serviceMobility aids and adaptive equipment that you mayneed for your discharge are now available from theRehabilitation Services department located on theground floor.


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Respiratory TherapyWork with you and your health care team to assistpatients experiencing breathing problems. Respiratorytherapists have a key role in the critical care

management of patients required to be on mechanicalventilators, are integral members of the Code Blueteam in acute emergency situations, and work closelywith the Home Oxygen Program to provide a smoothtransition for patients requiring oxygen at home postdischarge. Other specialized duties include obtainingand analyzing arterial blood gas samples, performing

pulmonary function testing, and educating patientsabout their conditions and self-management techniques.

Social Work ServicesThe role of social work is multifaceted and complex aswe strive to meet the psychosocial needs of primarilythe patients, and secondarily the families of patients at

VGH. As a team, we work with patients on dispositionplanning for home or transitioning from home toalternative levels of long-term care; addictions; mentalhealth; safety to self; violence within relationships;supportive and grief counseling; advocacy; familysupport; assisting in navigating systems, educating onissues such as Enduring Power of Attorney, Health

Care Directives, and Last Will and Testament.


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Quality & Patient SafetyOur department focuses on opportunities for theVictoria General Hospital to review and improve thecare provision relationship with our patients and their

families. We work to ensure that your stay with us is assafe as possible. We are continually striving to improvethe quality of care that patients and families receive atthe Victoria General Hospital.

Patient RelationsThe Manager, Patient Experience & Quality

Improvement is available to meet with patients andfamilies to assist with any issues related to apatient/family members stay with us. Patient Relationsinvolves advocating for patients and families. We askthat you speak to any member of the health care team,the Manager of Patient Care for your unit, and then ifnecessary, to our Manager, Patient Experience &Quality

Improvement. Please see theIts Safe to Askposter atyour bedside for contact names and phone numbers.

The Patients ViewPlease complete The Patients View survey found inthe Welcome Package, and hand it in at the unit desk asyou are discharged, or if you prefer, mail it back to us at

the address provided on the form. Your commentsreally do matter to us.

Aboriginal Patient AdvocateIf you would like to meet with the Aboriginal PatientAdvocate, please speak to your nurse or Manager ofPatient Care, and this will be arranged for you.


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Infection Prevention & ControlThe goal of the Infection Prevention and ControlDepartment is to minimize the occurrence of infectionand prevent its spread to patients, staff, and visitors.

Infection PreventionHand hygieneis the single most effective way toprevent the spread of infection. Hand hygiene refers toeither cleansing your hands with soap and water orusing hand sanitizer.

Hand HygieneUsing Soap & Water:

1. Wet hands with warm water.2. Apply soap to your hands.3. Rub hands together for 10-15 seconds.4. Make sure to create a good lather.5. Cover all hand surfaces including the backs of

your hands, between your fingers, your thumbsand under your fingernails and rings.

6. Thoroughly rinse your hands under warmrunning water.

7. Pat hands dry with a paper towel.8. Turn off faucet using the paper towel.

Using Hand SanitizerHand sanitizer dispensers are available on the wallsoutside patient rooms as well as other locationsthroughout the hospital. They are for use by staff,patients, family, and visitors.

1. Apply 2-3 ml of the hand sanitizer in the palmof your hands.

2. Rub hands together covering all surfaces includingthe back of your hands, between your fingers,your thumbs and under your fingernails and ringsuntil the product is completely dry(approx. 15 seconds).


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Your Role in Infection ControlEveryone has a role to play in the prevention ofinfection. You can do your part by following thesesteps:

Perform hand hygiene regularly. Remind all healthcare workers to perform handhygiene before and after carrying out care duties.

Do not share personal care items such as razors,toothpaste etc.

Ask your visitors to perform hand hygiene beforeand after visiting.

Remind your visitors to use the public restroomrather than the bathroom located in your room. Ask your friends and family to postpone their visit

if they are sick or feeling unwell (colds, fever,diarrhea etc).

Cover your cough/sneeze use a tissue or yourupper sleeve. Discard used tissues directly into the

garbage can. Be sure to wash your hands. Please wear a mask if you are asked to by staff.

Infection Prevention TermsRoutine PracticesRoutine practices refer to actions performed by healthcare workers to help prevent the spread of germs.

These include hand hygiene and the use of gloves,gowns, and masks when performing certain patient careduties. Routine practices are used for all patientsregardless of diagnosis or infection status.

Hand Hygiene AuditsHand hygiene audits are conducted periodically

throughout the hospital. Feel free to ask your healthcarestaff if they have washed their hands prior to workingwith you.


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Additional PrecautionsThere are some situations where extra precautions,other than Routine practices, are needed to prevent thespread of infections. These are referred to as

Additional Precautions. A sign will be posted on thedoor to the room outlining the steps that are requiredprior to entering the room. Please note that nodiagnosis is identified.We are committed to protectingthe health and safety of our patients, visitors, and staff.Patients who are sick are not able to fight off infectionsas easily as healthy people. Visitors with symptoms of

acute infection ie. cough, fever, vomiting, diarrhea,coryza, rash, and conjuctivitis should not visit unlessthe visit is essential ie. parent, guardian, or primarycaregiver in which case you will be instructed andsupervised in precautions to take to minimizetransmission of infection. You may be required to wearpersonal protective equipment (PPE) which may

include a gown, mask, and gloves.

Hand washing is the best way to prevent the spread ofinfection. Please wash your hands often or use the alco-hol hand rub that is available throughout the hospital.

Infection Control Guidelines for your Visitors

The Victoria General Hospital reserves the right torestrict visiting hours and place other conditions (e.g.infection control restrictions and/or precautions) basedon emergency measures and other circumstances , asneeded. Visitors must read and follow the infectioncontrol guidelines posted at all entrances. If an isolationsign is posted on your door, all visitors must report

directly to the Nursing Station for instructions.


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Visitors: Please wash your hands before andafter visiting.

Do NOTuse the washrooms in the patientsrooms - public washrooms are available on all

units.Do NOTsit on the patients bed during your visit.Do NOTuse the patients phone.Do NOTshare the patients food or use any of

their utensils, glasses, or cups.

Other Hospital ServicesHome CareA referral to Home Care is usually made by a memberof the health care team if home support services arerequired.

Lab

The Victoria General Hospital Foundation Laboratoriesprovide a full range of services including biochemistry,hematology, microbiology, surgical pathology, andcytology services. It is an integral part of the WRHALaboratory medicine program and through the WRHAnetwork of Laboratories and Cadham provinciallaboratory, all specialized pathology services

are available.Hours:Monday-Friday 8:30 a.m. - 3:00 p.m.


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Diagnostic ImagingThe Victoria General Hospitals Diagnostic ImagingDepartment provides high quality diagnostic services tohelp with the diagnosis and treatment of our patients.

The services include: Computerized Tomography (CT)Scanning, Ultrasound, Non-invasive Cardiology (EKG),Nuclear Medicine and general imaging (X-Ray). Wewere the first site in Winnipeg to introduce a fullyintegrated filmless imaging system. This means that allimages are now stored digitally, providing a moreefficient (and environmentally friendly) service.

OncologyThe Oncology Program provides consultation andtreatment for patients with cancer and diseases of theblood. Our goals are to provide the most currentcancer treatments and techniques possible, whileproviding appropriate palliative care for patients and

families in the home and hospital. We strive to meet theeducational needs of patients, families, the public, aswell as our staff.

SurgeryThe Victoria General Hospital Surgery Program utilizesinnovative technology, allowing patients to return

home, to work, and usual activities quicker. Ourinpatient surgical unit provides care to patients andfamilies pre- and post-surgery. Sometimes day surgeryprocedures may require an overnight stay for short-term monitoring of the patient (i.e. sleep apnea).

Surgicentre

The Victoria General Hospitals same day surgerydepartment accomodates approximately 80 patientsper day.


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Pre-Anesthesia/Pre-Admission ClinicIf necessary, patients attend the clinic prior to theirsurgery to discuss health care needs and their upcomingsurgery. Patients are interviewed by a nurse, and often

an anesthesiologist.

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

Emergency Department

The specially educated team in the EmergencyDepartment assesses and cares for approximately 80-100 patients per day, including patients who haveexperienced all types and levels of health crisis.

Intensive Care UnitThe specially educated team in the eight-bed Intensive

Care Unit (ICU) cares for critically ill patients requiringclose monitoring, including those suffering fromserious cardiac, respiratory, and other illnesses.

Mental HealthThe Mental Health team specializes in the care ofpatients experiencing a variety of mental illnesses,

focusing their care around the Recovery Model,which emphasizes that although people may not be ableto have full control over their symptoms,they can regainfull control over their lives.


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Clinical Teaching UnitThe clinical teaching unit (CTU) is an acute care unitthat is physically located on 4-South. The CTU isaffiliated with the University of Manitobas department

of internal medicine. It is a closed unit, which meansthat only assigned physicians can admit to this unit. Allpatients on the CTU are cared for by an interdiscipli-nary team of healthcare professionals, including theattending physician, senior resident, interns and medicalstudents. This unit is for acutely ill patients. Once apatients health status has stabilized and they no longer

require the care provided on this acute care unit, theywill be cared for by the attending physician and theymay be transferred to a less acute medical unit. Patientswho become acutely ill on other VGH medical units,with consultation, may be transferred to the CTU to becared for until they stabilize.

The Mature Womens Centre (MWC) was created tomeet the health care needs of women as they movethrough menopause transition. The centre is unique inCanada because it utilizes a nurse managed health careservice model. The MWC is a referral based program

for individuals requiring comprehensive managementof their menopausal and post menopausal concerns. Allpatients are seen for their initial assessment, counsellingand investigation by a Certified Menopause Practitioner(through the North American Menopause Society) andN.C.C. (National Certification Corporation) MenopauseEducators. Some examples of referrals may include:

problems managing hormone therapy, abnormal orheavy uterine bleeding, osteoporosis concerns, vaginalhealth or sexual health issues.


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HAlt Program (Hysterectomy Alternatives)

The HAlt program offers medical, minimally invasive,and surgical procedures to women seeking treatmentfor benign conditions of the uterus.

Simple treatment interventions or diagnostic proce-dures are performed in the Procedure Room underlocal anesthetic or conscious sedation. This Procedure

Room is one of a kind in Manitoba.

Telephone TriageWomen wanting general information on menopause orosteoporosis issues will be able to speak to aknowledgeable nurse. Contact the Centre by calling(204) 477-3505.

Interpreter ServicesIf you or your family requires the assistance of aninterpreter, please contact the Manager of Patient Carefor your unit to make that request. Interpreter servicesare available with some notice, at no charge to you.

Waiting & DelaysThe one common experience that nearly all patientshave during some stage of their involvement with thehealth care system is waiting. There are waiting periodsat virtually all stages of care. We are committed tokeeping waiting times as short as possible. Please beaware that you and your family may experience waiting

periods that may tend to become frustrating. Weappreciate your patience and understanding.


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Transfers to Another HospitalAt times you may need to be transferred to anotherhospital for special tests or procedures, or toaccomodate your recovery needs. Arrangements for

these transfers will be made by your health care team.The team will keep you fully informed about thereasons for such a transfer. Questions about yourtransfer should be directed to the Manager of PatientCare for your unit.

Discharge and Preparing forDischarge from Hospital

Discharge is a process that starts on admission tohospital, and ends when you leave the hospital forhome or other more appropriate residence, based onyour needs.

Discharge does not always mean that you are fullyrecovered. It means your condition no longer requiresacute care in a hospital. Discharge planning ensures thatyour transition to another level of care at home oranother facility is as smooth as possible.

Part of the transition from hospital to home mayinvolve working with Allied Health team members.

Please ensure that you have the following items at thehospital for your mobility and functional assessments:

Clothing:top/shirt; housecoat; pants; undergarments;

socksWalking shoes and/or slippers with good grip,walking aidIncontinence products (such as pull-ups if used)


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

Hearing Aids (if used)

*All items should be labeled with patients name uponarrival.

The members of your interdisciplinary health careteam, you and your family will all be involved in the

planning for your discharge. Your discharge goals willbe written on your white board, and will be updated asrequired. If you are not going to be discharged home,an alternate setting of care will need to be explored.This is done once you are medically stable and nolonger receiving active treatment. If an alternate settingof care is part of your discharge plan, you will receive

information and will work closely with a hospital SocialWorker.

It is important for you and your family/caregiver toknow what to expect when you are being discharged.You and your family will be given as much notice aboutthe expected discharge date as possible. It is your

responsibility to ensure there are arrangements fortransport, by 11:00 a.m., on discharge day. It is also upto you to ensure the equipment you require has beenpurchased or obtained prior to discharge. You may alsowant to have your family/caregiver arrange forgroceries and/or medications to be picked up beforeyour discharge date.


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On the Day Before Discharge Send any flowers or gifts home Discuss any outstanding discharge needs with your

nurse

Discuss any outstanding discharge needs with yourphysician (care, follow-up prescriptions, etc.) Let a family member or friend know that you will

require transportation home the next day

It is expected that you will leave the hospital by 11:00a.m. the next day. If you require assistance to pack up

and be ready to go by 11:00 a.m., please have a familymember or friend arrive earlier to assist you. Thepatient and family are responsible to ensure belongingsare packed up and taken home. Please check all drawersand the closet.

On the Day of Discharge

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

unit until your transportation arrives


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Patient Amenities & Services

Food Services

Patient MealsYour diet, as ordered by the doctor or the dietitian, willbe supervised by our Dietitians, Food ServiceDepartment and the Regional Distribution Centre,which is part of the Nutrition and Food division of theWinnipeg Regional Health Authority. All patients mealsare made fresh in Winnipeg and delivered to the

Victoria General Hospital three times daily.

When on special diets, it is very IMPORTANT that youdont consume other foods without discussing it withthe Dietitian or the nursing staff.

Patient meals are delivered to the units at approximately

8:00 a.m., 12:00 p.m., and 5:00 p.m.

Retail Food ServicesThe Vic Bistro is located on the ground floor of theHospital.

Vic Bistro11:00 a.m. 2:00 p.m.Monday - FridayClosed weekends & holidaysTim Hortons6:30 a.m. - 8:00 p.m.Monday - Friday8:00 a.m. - 7:00 p.m.Saturday, Sunday, & weekendsVending machines are available in the Vic Bistro, theEmergency Department, and the front lobby.


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Catering services may be provided by the hospitalcafeteria at a nominal charge for patients celebrating aspecial event (e.g. birthday). Please arrange with thepatients nurse or Manager of Patient Care.

Misplaced BelongingsIf you misplace any belongings while in the hospital, leta member of your health care team know as soon aspossible. We will endeavour to locate your belongingson your behalf. It is important that all items you bring

to the hospital have your name on them. The VictoriaGeneral Hospital is not responsible for lost items.

Families may wish to take out a special rider on theirhome insurance to cover the replacement cost of lostitems such as hearing aids, dentures, and glasses. If youexperience the loss or damage of one of these items

while at the hospital, you may choose to claim thereplacement item on your income tax as a taxdeduction. Some manufacturers will cover an item forup to one year, including loss or damage.

Lost & FoundFound items can be brought to the reception desk

inside the front entrance. To enquire about a lost item,speak to a member of your health care team and/orcontact the main reception desk at (204) 269-3570.

Telephone ServiceTelephones are available in most rooms. In standardand semi-private rooms, the phone is shared. Long

distance calls cannot be charged to your room number.


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Receiving CallsAll incoming calls are routed through one central all-inline where you will hear recorded instructions. Peoplewishing to call you require the following information:

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

Please provide family and friends with all necessarynumbers and extensions to ensure all calls go directly to

your room.

Outgoing CallsLocal callsDial 7 and then 204 and the 7 digit number.

Long distance

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

TelevisionHospitality Network, in partnership with VictoriaGeneral Hospital, is pleased to provide patients withpersonal bedside television rental service. A portion of

the revenues generated is returned to the hospital tohelp fund various hospital improvements. Please turnyour television on and follow the instructions on thescreen.


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Volunteer ServicesVictoria General Hospital is grateful for the assistanceprovided by its 400 plus volunteers who enhance andcomplement the quality of care provided to our

patients.

You will recognize our Victoria General Hospitalvolunteers by the royal blue jackets or vests that theywear. Volunteers assist in a variety ways such as greetingand assisting visitors upon arrival at the hospital,assisting patients with admission for

surgery/appointments and tests and delivering waterjugs, meal trays and flower deliveries, just to name afew.

In addition to assisting patients and staff in patient-related areas, volunteers also raise funds through theGuild of Victoria General Hospital. Funds raised

through the Gift Shop and other special events aredonated to the hospital to enhance patient careand services.

Our volunteers are always looking for ways to make ourpatients stay more enjoyable. If you or your familyrequires the assistance of a volunteer, please call the

Volunteer Office at (204) 477-3347. In addition, if youor someone you know would like to become avolunteer, please call our office at the number above orvisit us online atwww.vgh.mb.caand select theVolunteer Guild button.


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Gift ShopThe Gift Shop is located on the main floor of thehospital and is operated by volunteers. 100% of the

profits are donated to the hospital through the Guild.The Gift Shop offers freshly made coffee and a varietyof refreshments, gifts, fresh flowers, greeting cards,toiletries, and magazines.

Hours of OperationMonday to Friday 8:30 a.m. 8:30 p.m.

Saturdays, Sundays and Holidays 1:00 p.m. 4:30 p.m.Mail ServicesA volunteer will deliver mail directly to your room. Inaddition to this, family and friends can send a WellWish (electronic mail) to a patient through ourhospital web site (www.vgh.mb.ca) by clicking on the

Victoria General Hospital button and selecting WellWishes Program from the menu. The Well Wish issent via the Volunteer Services Office and will bedelivered to the patient by a volunteer.

Hairdresser Services

A licensed hairstylist is available once weekly onTuesdays. A variety of services are available (with theexception of perms and colours) and are performed inthe patients rooms. Appointments are made throughthe Volunteer Services Office located on the groundfloor or by calling (204) 477-3347. Office hours areMonday to Friday from 8:30 a.m. to 3:30 p.m.,

Saturdays and Sundays from 8:30a.m. to 3:30 p.m., andclosed on all statutory holidays.


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Cell PhonesUse of cell phones and other electronic devices areonly permitted in approved areas of the hospital. Pleaseobey all signage and/or ask hospital staff before using

these devices as they may interfere with hospitalequipment. Thank you for your assistance in ensuringthe safety of all our patients.

Portable Radios & CD PlayersBattery operated portable radios and CD players arepermitted in the hospital. These devices must be

equipped with ear phones so as not to disturb otherpatients. Please ensure that they are labelled and putaway when not in use.

NewspapersNewspapers are delivered by volunteers Monday -

Saturday mornings. Daily newspapers are available forpurchase from the vending machines in the frontentranceway.

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


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Staff of the VGH Library can assist patients andfamilies with locating and accessing reliable healthinformation. Patients and family members are welcometo visit the library in person or contact the library for

information assistance by phone or e-mail, or through aVGH staff person. A collection of consumer healthbooks on a wide variety of health topics are availablefor borrowing by any patient or family member. Thelibrary also has computers which can be used bypatients and family members. Online health resourcescan be found from the University of Manitoba

Libraries and Winnipeg Public Library at:http://libguides.lib.umanitoba.ca/consumerhealth

Contact information for the VGH Library is:

Telephone: (204) 477-3307

E-mail: [email protected]

Patient/Family ComputersA computer for patient and family use is located on the3rd floor of the hospital off the elevator to the MatureWomens Centre (3 North). The computer has Internetaccess and can be used to send e-mail or look up

information. Individuals are asked to bring their ownheadphones or ear buds if listening to sound on thecomputer is needed. Printing is not available at thiscomputer.

Computers are also available in the VGH Librarylocated on the ground floor of the hospital. The library

has a printer and headphones for individual use. Libraryhours are 8:30 a.m. to 4:30 p.m., Monday to Friday.


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Banking MachineThere is a banking machine available for use on site onthe main floor of the hospital. Vending machine serviceis available 24 hours a day. Machines are located in

various locations throughout the hospital. There is amailbox located in the front entrance of the hospital.

Public WashroomsPublic washrooms are located throughout the VictoriaGeneral Hospital. Please note that patient washroomsare for patient use only. Accessible public washrooms

are available on the main floor, behind the elevators.

Safety & SecurityEach member of the health care team is required towear an identification badge that states the staffpersons name, job title, and department. Trainedsecurity officers ensure a safe and secure environment

for patients, families, visitors, and staff. Security officersare on duty in the hospital 24 hours a day, and areidentifiable by their uniforms and identification badges.If you notice any suspicious behaviour or individuals,please inform a member of your health care team.

Fire SafetyFire drills are held regularly so that the entire hospital isfully prepared if and when a fire occurs. When you hearthe fire alarm, the location will be announced over thepublic address system. Do not be worried if your hearthe fire alarm or if a staff member closes the door toyour room. Please remain where you are unless a staffmember or the Fire Department directs you to anotherlocation during the fire alarm. Elevators are not to beused during a fire drill or in the case of a fire. Fire exitsare clearly marked throughout the hospital.


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

the hospital.

Taxi ServiceFor taxi pick-up, use the taxiline at the front desk in thehospital lobby.

Supporting the Victoria GeneralHospitals Mission

The Victoria General Hospital Foundation wasestablished in 1971 with the purpose of inspiringdonors and fostering community and financial supportto enhance the Victoria General Hospitals ability toprovide the best patient care.

Government funding is not always available orsufficient for many important functions and activities.

Through the support of thousands of donors, theVictoria General Hospital Foundation is able to providethe hospital with additional funds that ensure theongoing provision of excellent health care in our com-munity. These valued donors include volunteers, staffmembers, community members, foundations,corporations, and community groups.


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We are fortunate here at the Vic, as all of ouradministrative and fundraising costs are covered byrevenues from parking and other ancillary services. Thismeans that every dollar of every donation is used to

improve patient care.The generosity of our donors impacts every area ofour hospital, including the following:

Victoria Institute of Clinical Research &Evaluation Education

Medical Equipment Hospital Renovations Hospital Redevelopment Victoria Lifeline

Donations can be made in your name or in honour ofstaff member(s) or a unit that helped you the most.

Donations can also be made in memory of a loved one.The Foundation will notify the person you wish tohonour.Donations and inquiries can be made

in person at the Victoria General HospitalFoundation(near the main entrance of the hospital)

by mail to 2340 Pembina Highway, Winnipeg, MBR3T 2E8

by phone (204) 477-3513 or 1-888-335-3716 online at www.thevicfoundation.ca


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Victoria Lifeline is a not-for-profit, community serviceof the Victoria General Hospital Foundation. Weprovide a 24-hour personal response service thatenables older adults and others with physical challengesor medical conditions to live safely and confidently intheir own homes. Press a wireless button worn around

your neck or wrist if you need help of any kind. Thissends a help needed signal to the Lifeline ResponseCentre. Trained monitoring personnel at the LifelineResponse Centre first try to make voice contact withyou and then if help is needed or there is no response,send for a family member, friend, neighbour, oremergency services to come to your home to help. In

addition, our AutoAlert button is able to detect seriousfalls and send a signal automatically which can make allthe difference if you have lost consciousness or areunable to press your help button. Through ourpartnership with Philips Lifeline, more helpful servicesare coming soon to support safety and independence -GoSafe, a GPS-based version of our button that can

send help wherever you may be and the Personal Med-ication Dispenser that stores, reminds, and dispensesthe right medication at the right time.

Reassurance - Security - IndependenceMake Victoria Lifeline part of your discharge plan.

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


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Victoria Institute of Clinical Research andEvaluation (VIC R&E)The Victoria Institute of Clincal Research andEvaluation (VIC R&E) of the Victoria General

Hospital supports research and education thatcontributes to improved patient care. During your stay,you may be approached to participate in research tohelp VIC R&E learn about which procedure, technique,tool, drug, vaccine, or medical device is better and safer.You may be asked to participate in research that doesnot involve treatment, but instead may require

interviews or questionnaires.

You will not be enrolled in a research study withoutyour knowledge or consent. Participation is entirelyvoluntary, so it is always up to you to decide if youwant to take part in a research study. Please contact theVIC R&E department at (204) 477-3374 or ask your

doctor to see if there may be studies available to you.

Donations in support of Victoria General Hospitalresearch may be made through the Victoria GeneralHospital Foundation.

We Value Your OpinionAll Victoria General Hospital staff and volunteers arecommitted to providing you with the highest quality ofcare. Please take the time to fill out the Patients Viewquestionnaire and/or a comment card and leave it inthe marked box at the elevator before you go home.Feel free to speak to any member of your health careteam, the Manager of Patient Care, or our Manager,

Patient Experience & Quality Improvement.


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Patient Handbook for Victoria General Hospital

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Transcript of Patient Handbook for Victoria General Hospital