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Your Guide to the University of Ottawa Heart Institute

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Your Guide to the University of Ottawa Heart Institute Your Guide to The University of Ottawa Heart Institute A GUIDE FOR PATIENTSUNIVERSITY AND OF FAMILIES OTTAWA HEART INSTITUTE | 1 BUILDING THE FUTURE OF HEART HEALTH We invite you to be a part of our excitement as we complete our new state-of-the-art tower! As we continue construction and renovations over the next two years, please pardon us if any information in this guide changes (for a short time or permanently). We are working hard to keep our patients and community updated. We want to thank you for your support and understanding as we build a better future for heart health for our community! © 2018 University of Ottawa Heart Institute This Patient Guide and its contents are the property of the University of Ottawa Heart Institute (UOHI). They may not be modified, sectioned, copied, reproduced or republished without prior explicit permission from UOHI. The content has been prepared for general information purposes only and is not intended to provide specific medical or professional advice. The authors of this Guide do not assume any liability or loss in connection with the information provided herein. The Heart Institute logo and swirl are trademarks of the University of Ottawa Heart Institute. All other trademarks and copyrighted materials are the property of their respective owners. TABLE OF CONTENTS Building the Future of Heart Health ����������������������������������������������������������������������������������������������� 2 Helpful Contacts ���������������������������������������������������������������������������������������������������������������������������� 4 Welcome to the Heart Institute ������������������������������������������������������������������������������������������������������ 5 Patient Rights and Responsibilities ����������������������������������������������������������������������������������������������� 6 Tips for Communicating With Your Care Team ������������������������������������������������������������������������������� 7 Privacy ������������������������������������������������������������������������������������������������������������������������������������������ 9 Your Stay in Hospital ��������������������������������������������������������������������������������������������������������������������10 Your Care Team ����������������������������������������������������������������������������������������������������������������������������14 Preparing to Go Home Checklist ���������������������������������������������������������������������������������������������������20 General Information for Visitors ���������������������������������������������������������������������������������������������������21 Safety �������������������������������������������������������������������������������������������������������������������������������������������24 Patient Services ���������������������������������������������������������������������������������������������������������������������������26 Educational Services ��������������������������������������������������������������������������������������������������������������������28 Amenities �������������������������������������������������������������������������������������������������������������������������������������31 Supporting Patients ���������������������������������������������������������������������������������������������������������������������32 Getting Involved ���������������������������������������������������������������������������������������������������������������������������35 HELPFUL CONTACTS DEPARTMENT PHONE NUMBER Accounts Office (Billing/Finance) 613-798-5555 ext. 14666 Admissions Office 613-696-7060 Cath Lab/OR 613-696-7000 ext. 14125 CICU 613-696-7000 ext. 14751 CSICU 613-696-7000 ext. 14067 DU 613-696-7000 ext. 14770 Foundation Office 613-696-7030 General Patient Inquiries 613-696-7000, press 9 H3 613-696-7000 ext. 14716 H4 613-696-7000 ext. 14565 H5 613-696-7000 ext. 14612 Health Records 613-798-5555 ext. 18720 Hopitel (tv rental) 613-761-4120 Nursing Coordinator 613-696-7000, press 0 ask to page nursing coordinator Nutrition Workshops 613-696-7000 ext. 19641 Patient Alumni Office 613-696-7144 Patient Relations 613-696-7000 ext. 19305 PAU 613-696-7000 ext. 15222 Prevention and Wellness Centre 613-696-7000 ext. 14753 or 1-866-399-4432 Rotel Motel (General Campus) 613-733-1412 or 1-800-267-4700 RRC 613-696-7000 ext. 14358 Security (to secure valuables) 613-761-4888 Spiritual Care 613-761-4587 | 613-761-4221*for emergencies The Ottawa Hospital Residence 613-696-7000 ext. 15434 Corporation (Civic Campus) After hours call 613-761-4221, 613-696-7069 or 1-866-399-4432 Quit Smoking Program 613-696-7069 or 1-866-399-4432 For local calls Dial “9” followed by the phone number. For long-distance calls Dial “333” to reach a Bell Canada operator. WELCOME TO THE HEART INSTITUTE WHO WE ARE The University of Ottawa Heart Institute (UOHI) is Canada’s largest heart health centre. Our goal is to understand, treat and prevent heart disease through excellent patient care, research and teaching. We care for the local, national, and international community and are leading the way into a new era in heart health. OUR VALUES Patients Come First • We provide the best cardiac care to all of our patients. We measure success by our ability to respond to the needs of the patients, families and communities we serve. Teamwork • We work together in teams built on trust and respect. We share our ideas, knowledge and information to understand, treat and prevent heart disease. Excellence • We believe that the best care is not possible without the support of research and education. • We see change as an opportunity to do better, and we constantly measure the quality of the care that we provide so that we can reach the highest standards of safe patient care. • We want to influence health care, education and research nationally and internationally. Integrity • We are committed to transparency, honesty and professionalism. Partnering • We seek to work closely with other health facilities, research institutions, universities, industry, government and the private sector to provide better care to our patients and improve all areas of health care. Patient Engagement • Patient and family-centered care is at the heart of everything we do. We meet our goal when we involve patients and caregivers in decisions that affect care and research at the institute. PATIENT RIGHTS AND RESPONSIBILITIES AS OUR PATIENT, YOU HAVE A RIGHT TO THE FOLLOWING: • Courteous, competent and timely care • Complete and current information regarding your care in a manner that you understand • The chance to participate with the health care team in developing a treatment or care plan that addresses your needs • A second medical opinion • Confidentiality with respect to your personal and health information • A designated person to represent or support you in making decisions about your treatment or care • The names and functions of all members of your health care team • Information about the hospital policies that apply to you • A chance to voice any concerns and receive a timely response • The decision to refuse treatments, except in circumstances stipulated by law (for example, for certain diseases that can be spread to others) • Information about any possible medical consequences of refusing treatment • English or French language communication about your care, depending on your preference • An interpreter provided by the hospital to help you communicate with your care team AS OUR PATIENT, IT IS YOUR RESPONSIBILITY TO DO THE FOLLOWING: • Provide accurate information about your past illnesses, previous hospitalizations and medications • Ask questions about instructions that you are given by a member of your care team if the instructions are unclear or cannot be followed • Inform your physician or nurse if you are pregnant or if you suspect that you may be pregnant, so that they can consider the possible effects of certain tests or treatments • Be considerate of other patients’ rights and property • Respect the hospital’s policies, rules and regulations • Be respectful towards staff • Treat those who look after your needs with courtesy and respect, always understanding that their obligations toward other patients may limit their availability to you at times • Work with staff who are planning your discharge • Respect the drug and alcohol policy of the hospital, which states that bringing or consuming non- prescribed drugs or alcohol into the hospital is strictly forbidden • Arrange payment of any portion of your account not covered by your health insurance plan before leaving the hospital • Know what is and what is not covered by your supplementary health insurance 6 | OTTAWAHEART.CA TIPS FOR COMMUNICATING WITH YOUR CARE TEAM* Good communication is key to health care. We encourage you to ask questions and let us know about your concerns. Be sure to speak with your care team about your needs throughout your stay. ASK Before you meet with your doctor or health care provider, write down all of the questions you want to ask. Feel free to ask a family member or friend to help you make notes during your conversations with your health care providers. If you are diagnosed with a condition or need to get a test or treatment, you should ask questions so that you fully understand your condition and how further tests and treatments will help you. Here are some examples: • What tests or treatments are recommended for my condition? • Why do I need to do this (test or treatment)? • What
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