Welcome

Orientation Handbook

hsnsudbury.ca Welcome!

2 Table of Contents:

Message from the President and CEO 4 Vision, Mission & Values 6 Occupational Health & Safety Policy Statement 7 Health Sciences North Research Institute (HSNRI) 8 Patient and Family-Centred Care 9 Patient Relations Process 10 Patient and Family Advisor 11 Top 10 Patient Safety Tips 12 For Your Health and Safety 13 We are responsible for Health and Safety 15 Joint Health & Safety Committee 16 Musculoskeletal Disorder Prevention (MSD) 17 A Good Catch! 19 Accident & Hazard Reporting 20 Critical Event Standard 21 Personal Protective Equipment (PPE) 22 Prevention and Control 23 Emergency Code Overview 26 Code of Conduct 28 Freedom of Information & Protection of Privacy 29 Social Media Policy 32 Welcome to the Hub 33 Employee Services 34 Leadership and Learning 35 Student Placements 36 HSN Programs and Services 37 Volunteer Services 39 Corporate Communications 40 Information Technology (IT) 41 Health Sciences Library 42 Foundations and Volunteer Association 43 French Language Services 44 HSN Parking 46

3 A Message from the President & CEO Dominic Giroux

Hello, Bonjour, Aanii

Congratulations and thank you for having chosen to work, practice, learn or volunteer at Health Sciences North (HSN), one of Northern ’s largest employers and its largest . HSN counts among Canada’s top 40 research , and one of 16 tertiary care centres in Ontario.

With 4,250 employees, 500 physicians, 2,100 learners, 700 volunteers, you are joining a dynamic organization that proudly delivers on its mission to improve the health of northerners by working with our partners to advance quality care, education, research and health promotion.

You play a key role in fulfilling this collective purpose. At HSN, we consider our staff, physicians, researchers, volunteers, and learners to be our greatest asset. Your contributions are essential to HSN achieving its strategic priorities of being innovators, leaders in care transition, and providing excellence in evidence-based care.

We are proud of the services we provide to patients, and our work has gained recognition provincially, nationally and internationally. We are also passionate about the communities we serve. Our 24 clinics and centres extend across northeastern Ontario, bringing care to patients beyond our hospital walls.

At HSN, we are driven by our patients’ experiences. Our actions, decisions and priorities are all driven by our patients’ needs. Our values of Excellence, Respect, Accountability and Engagement encompass all who work and receive care at HSN.

As President and CEO, it is my pleasure to welcome you to HSN. You have chosen a great workplace and I look forward to a bright future together.

Thank you, Merci, Miigwech

Dominic Giroux President and Chief Executive Officer HSN & HSNRI

4 Message du président et directeur-général Dominic Giroux

Hello, Bonjour, Aanii,

Je vous félicite et vous remercie d’avoir choisi de travailler, d’exercer votre profession, d’apprendre ou d’être bénévole à Horizon Santé-Nord (HSN), l’un des plus importants employeurs du Nord de l’Ontario et le plus grand hôpital de la région. L’établissement fait partie des 40 meilleurs hôpitaux de recherche du Canada et c’est l’un des 16 centres de soins tertiaires de l’Ontario.

Vous vous 4joignez à 250 employés, à 500 médecins, à 2 100 apprenants et à 700 bénévoles au sei n d’une organisation dynamique qui est fière de réaliser sa mission, à savoir améliorer la santé des gens du Nord en collaboration avec ses partenaires pour faire progresser des soins de qualité, l’enseignement et l’apprentissage, la recherche et la promotion de la santé.

Vous jouez un rôle essentiel dans l’atteinte de cet objectif collectif. À HSN, nous estimons que notre personnel, nos médecins, nos chercheurs, nos bénévoles et nos apprenants sont notre plus grand atout. Votre apport est essentiel pour que l’établissement réalise ses priorités stratégiques, soit être des innovateurs, des chefs de file de la transition des soins et faire preuve d’excellence en matière de soins factuels.

Nous sommes fiers de nos services aux patientes et patients, et notre travail a été reconnu à l’échelle provinciale, nationale et internationale. Nous avons à cœur de servir nos collectivités. Grâce à nos 24 cliniques et centres répartis dans tout le Nord-Est de l’Ontario, nous pouvons soigner les patients au-delà des murs de notre hôpital.

À HSN, nous sommes mus par les expériences des patients. Nos gestes, nos décisions et nos priorités sont tous tournés vers les besoins des patients. Nos valeurs d’excellence, de respect, de responsabilisation et d’engagement englobent toutes les personnes qui travaillent et reçoivent des soins chez nous.

À titre de président-directeur général, je suis heureux de vous accueillir à HSN. Vous avez choisi un merveilleux milieu de travail et je me réjouis à la perspective d’un bel avenir ensemble.

Thank you, merci, Miigwech

Le président-directeur général,

Dominic Giroux 5 Our Vision, Mission & Values

Our Vision Globally recognized for patient-centred innovation

Our Mission Improve the health of northerners by working with our partners to advance quality care, education, research and health promotion

We Value Excellence Respect Accountability Engagement

6 Occupational Health & Safety Policy Statement

Health Sciences North (HSN) is committed to providing and maintaining a safe and healthy work environment for our employees, physicians, patients, volunteers, visitors, contractors, sub-contractors and the general public through prevention.

This commitment is documented in the organization’s Occupational Health and Safety Policy Statement. The Statement is the springboard to our Health & Safety Management System and is reviewed annually. It can be found on Mosby's and is posted in strategic locations within HSN.

7 Health Sciences North Researc h Instit ute (HSNRI)

Established in 2012, HSNRI is focused on contributing to sustainable solutions for health challenges faced by Ontario's Northern and Indigenous communities. The research priority areas - Infection & Immunity, Cancer Solutions, Personalized Medicine and Healthy Aging - are wrapped around a population health focus to achieve health equity for Ontario's Northern and Indigenous communities.

Research Services Office (RSO) The Research Services Office at HSNRI helps connect researchers with clinical trial sponsors, funding agencies, industry and government. The RSO promotes and facilitates partnerships between HSNRI, other research organizations and research partners and stakeholders. Basic research, academic research, investigator-driven, and industry-sponsored research needs allow the RSO to support HSNRI’s innovative research initiatives.

The RSO provides advice and administrative support to attract, implement, and manage clinical trials. The RSO processes operating and personnel grants, manages research resources and administers the ethics review process for medical research involving human and animal subjects. The RSO provides consistent and seamless support to researchers regarding all research administration-related matters.

Learn more at: www.hsnri.ca

HSNRI's new research facility is located at 56 Walford Rd., former location of St. Theresa School.

8 8 Patient and Family-Centred Care

Patients and families play a vital role in the care they receive – that’s why HSN partners with them to help enhance their overall care experience. They work collaboratively with HSN to include the voice of patients/families in the work we do to enhance the patient experience and promote the core concepts of patient and family centered care (PFCC).

Core concepts of PFCC

Dignity and respect • To listen and honour ideas and choices Information Sharing • To communicate and share complete and unbiased information Participation in care and decision making • To encourage and support in care and decision making Collaboration in policy, program development and design • To invite participation to develop and evaluate policies and programs

NOD (Name, Occupation, Duty) There are many ways Patient and Family Advisors (PFA's) are helping to improve the patient experience at HSN. An example of this is when PFA's identified a need to enhance communication during staff-patient interaction at HSN, which led to the implementation of the NOD initiative.

Everyone can use NOD (Name, Occupation, Duty), whether you’re clinical or non-clinical. It’s a simple tool that includes stating your Name, Occupation and Duty when interacting with patients and families to help them feel more at ease while they are at HSN.

PFAs played a key role in providing NOD education. During a staff Lunch and Learn series they provided input into the development of a Self-Learning Package and the NOD video. The video can be found on the Hub under Programs & Services>Quality & Patient Safety>Patient & Family Engagement.

Stating your Name, Occupation and Duty when interacting with patients and families, helps to enhance communication and helps them feel more at ease when providing care.

9 Patient Relations Process

The Excellent Care for All Act (2010) requires that all hospitals have a formal patient relations process to receive, investigate and respond to patient concerns and complaints. At Health Sciences North (HSN), we welcome feedback about what we do well and how we can improve the care and services we provide. The patient relations process provides an opportunity for us to discuss any concerns or any compliments about the patient experience at HSN.

Your role as an employee of HSN in addressing patient feedback/compliments/concerns: Your role in the HSN Patient Relations Process is to ensure that your patients know how to bring a concern or compliment forward. The following are the steps in the patient relations process:

1. If a patient, visitor or family member has a comment, compliment or concern, encourage them to first speak with the nurse, physician or staff member involved.

2. If they are not satisfied or have not had their feedback addressed, they can speak with the Charge nurse, Clinical Manager or Manager.

3. If they still have questions, need further assistance, or their complaint is unresolved, they can contact the Patient Relations Representative.

Note:Please familiarize yourself with HSN’s Standard for Complaints and Compliments located on Mosby’s.

The role of HSN’s Patient Relations Representative: • The oversight of HSN’s patient relations process

• To receive, investigate and respond to patient complaints that have not been satisfactorily resolved at the unit level

• To guide patients, families, and visitors through HSN’s complaint process

• If patients, family and visitors have some needs that have not been met, we’re here to listen and support them through their experience. • If patients have questions about their care or treatment that have not been addressed at the unit level, we will help them understand and assist them to communicate effectively with their health care team. • To support staff, physicians and management through the patient relations process and provide advice and guidance regarding challenging patient complaints

Melissa Giguere, Patient Relations Representative 705-523-7100, ext.3737, or email [email protected]

10 Patient and Family Advisor HSN engages former patients and family members as Patient Advisors through its Patient and Family Advisors program.

Patient and Family Advisors(PFA's) are involved in a wide range of short to long-term opportunities that best match their interests, experiences and availabilities.

They:

• Serve on the CEO and the NECC Patient and Family Advisory Councils

• Work on committees, improvement teams, interview panels and working groups

• Share their patient experiences • Provide feedback based on care experience

We believe having PFA's as part of our team will lead to better health outcomes, and greater patient and family satisfactions. Their perspectives help us to reflect on what is important to our patients and their partnership helps us to create a better healthcare system.

You can request a PFA to be part of your team by filling out the online request form found on the Hub under Quality and Patient Safety>Patient and Family Engagement.

Contact Information:

Tina Korzeniecki, Patient and Family Advisor, Liaison (Ext. 2355) [email protected]

11 12 For Your Health and Safety

Identification:

Staff must wear/display an HSN issued identification badge at all times. To obtain a hospital ID badge please visit Human Resources (HR) at the Kirkwood Site – Cottage 2 to have one made. You will require valid identification to receive a badge (i.e. driver’s license and/or health card). HR is open Monday-Friday from 0800-1600 hours and you can reach them at (705) 523-7100 x3990 to book an appointment.

Influenza Immunization: For the safety of all HSN Health Care Workers (HCW) and patients, HSN has put in place a protocol which requires HCWs to choose to either maintain annual influenza immunization as per HSN policy or to submit a signed declination form advising that he/she is declining influenza Immunization but will accept prophylactic antiviral medication in the event of an influenza outbreak. HCWs are asked to submit evidence of immunization or the declination form to the following offices:

HSN employees: OHSS office – Level 2 Centre Tower Medical staff and residents: Medical Affairs office Volunteers: Volunteer office

* Health Care Workers are defined by the MoHLTC as “Employees on payroll/licensed independent practitioners/Volunteers/Other contract staff”

13 Dress Code: Appropriate professional clothing, including footwear, is required at all times. Program and department specific dress codes may also be in effect. If you are unsure, please ask your supervisor for clarification. Scented Products Policy No personal fragrance products are to be used at HSN by employees, physicians, students or volunteers. Patients and visitors will be advised of the Hospital’s policy through signage and reinforcement by staff and are also expected to comply. Personal fragrance products include, but are not limited to cosmetics, hair styling products, antiperspirants, deodorants, perfume, hair spray, after shave, soap, body washes and talcum powder. Smoke Free Property Policy: Health Sciences North (HSN) strives to provide a healthy environment for patients, visitors and all who work at HSN. This includes healthy behaviours, such as not smoking. HSN is 100 percent smoke free and prohibits smoking on all HSN owned properties inclusive of personal vehicles parked on HSN property. HSN properties include the Ramsey Lake Health Centre and the Sudbury Outpatient Centre. Smokers must leave hospital property to smoke.

HSN Smoke Free Property Maps

Want to quit smoking? Staff interested in quitting smoking should call Human Resources at extension 3390 for information for employees, their spouses and dependent children. These individuals each qualify for a $500 lifetime benefit towards prescription and over-the-counter smoking cessation aids. For further information on HSN’s smoke-free grounds, please refer to the Smoke-Free Policy located on the Hub.

14 We are all responsible for Health & Safety! The Occupational Health and Safety Act (OHSA) and internal health and safety (H&S) policies outline what specifically occurs at HSN. These policies are intended to outline the responsibilities of all HSN management and employees, and how they work together to make an efficient and effective Internal Responsiblity System. Hazard Assessment and Control HSN is committed to proactively identifying and eliminating hazards and assessing and controlling associated risks. Remember that reporting hazards helps to prevent injuries and illnesses by bringing forward unresolved HAZARDS for corrective action. Managers and Supervisors apply "RACE" (shown below) as their main process for hazard assessment and control. If you see a hazard on the job as a result of not following the OHSA or regulations, you have a duty to speak up. The top 5 hazards at HSN are Chemical Hazards, Musculoskeletal Disorders (MSD), Workplace Violence, Infectious Control,and Slips, Trips and Falls.

Prevention Intervention Safety and Wellness Disability Management · Pre-placement health reviews · Accident reporting to WSIB · Respiratory Mask Fitting · STD/LTD Management · Disease prevention through immunization · Early and safe return to work programs · Legislative compliance through the · Accommodation strategies development and enforcement of safety · Statistical reporting and trend analysis policies and programs · Support and assistance to management · Workplace Hazard Assessment and staff regarding disability related · Resource for the JHSC issues · Wellness promotion · Absenteeism support 15 Joint Health & Safety Committee (JHSC)

The Joint Health and Safety Committee (JHSC) is a consulting group made up of HSN employees that help to raise awareness of health and safety issues in the workplace; recognize and identify workplace risks; and develop recommendations for the employer to address these risks.

To reach this goal the JHSC:

• Holds regular meetings; • Conducts physical workplace inspections • Makes written recommendations to the employer for the improvement of the health and safety of workers.

Members of the JHSC will also participate in Ministry of Labour (MOL) inspections, critical injury/ fatality investigations and work refusals as directed by the Occupational Health and Safety Act (OHSA). The OHSA is enforced by the MOL.

Everyone has the right to participate in the JHSC

All employees should know who sits on the JHSC and feel comfortable to bring issues forward for discussion. Employees are to first address health and safety issues with their department management team as outlined by the IRS policy and the Employee Hazard/Incident/Accident Reporting policy. If unsure about the process for reporting hazards and incidents, talk to your immediate supervisor for guidance.

Members have additional health and safety training. Everyone is encouraged to sit on the committee at one point in their career. It is an opportunity to learn more about H&S and become a leader in H&S within your department and within the organization. If interested in participating on the JHSC tell your manager, union and/or the OHSS department at ext. 1010.

Posted on the Hub under Team Work you will find JHSC information including:

• Current list of JHSC members • Annual schedule of physical workplace inspections at HSN • JHSC meeting POPs (agendas) and minutes • Terms of Reference • MOL’s "A Guide to the JHSC/H&S Representatives" • Workplace Inspection Tools and Resources

Want to read more on the JHSC? Visit: www.labour.gov.on.ca

16

Musculoskeletal Disorder Prevention (MSD)

What is an MSD? Examples include: • • Musculoskeletal Disorders (MSDs) are injuries and Back Strain/Sprain disorders of muscles, nerves, tendons, ligaments, • Carpal Tunnel Syndrome cartilage, and bones. • Epicondylitis—Lateral/Medial • MSDs result mainly from exposure to risk factors (or • Bursitis ‘hazards’) related primarily to a combination of • Tendonitis force, posture and/or time (frequency, duration, • Trigger Finger work:rest). • MSDs can be the result of a one-time event or develop over time.

What causes MSDs?

Know the Hazards!

High force demands = increased MSD risk Force refers to the amount of effort made by the muscles, and the amount of pressure on body parts as a result of different job demands. All work tasks require workers to use their muscles to exert some level of force. However, when a task requires them to exert a level of force that is too high for any particular muscle, it can damage the muscle or the related tendons, joints and other soft tissue. Force-related MSD hazards can be present when lifting, lowering, pushing, pulling, carrying, gripping, and pinching.

Awkward or static postures = increased MSD risk Posture is another name for the position of various parts of the body during any activity. For most joints, a good or “neutral” posture means that the joints are being used near the middle of their full range of motion. The farther a joint moves towards either end of its range of motion, or the farther away from the neutral posture, the more awkward or poor the posture becomes and the more strain is put on the muscles, tendons and ligaments around the joint. For example, when arms are fully stretched out, the elbow and shoulder joints are at the end of their range of motion. If the workerthis holds position or pulls or lifts repeatedly in this position, there is a higher risk of injury. Posture-related MSD hazards can be present when bending, twisting, reaching, kneeling.

Repetitive movements/actions = increased MSD risk The risk of developing an MSD increases when the same parts of the body are used repeatedly, with few breaks or chancesHighly to rest. repetitive tasks can lead to fatigue, tissue damage, and, eventually, pain and discomfort. This can occur even if the level of force is low and the work postures are not very awkward. Repetition-related MSD hazards can be present when doing the same thing over and over again, with little time for rest. 17 Musculoskeletal Disorder Prevention (MSD)

In many cases it is easy to see the MSD risks in your workplace. Here are some things to look for (www.labour.gov.on.ca): 1. Work that places the elbows above shoulder height, or the hands behind the body. 2. Tasks that call for frequent bending or twisting of the neck. 3. Work requiring frequent or prolonged grasping and holding objects, or frequent wrist movements. 4. Work that requires frequent lifting of items from below knee height or above the shoulders. 5. Work requiring frequent bending or twisting at the waist. 6. Tasks that involve carrying, lifting, pushing or pulling heavy or awkward loads. 7. Spending long periods with a body part held in any one position without movement. Sharps Injury Prevention Sharps are objects capable of causing punctures or cuts such as needles, syringes, blades, IV spikes or clinical glass. Sharps can create a cut in the skin which allows contact between blood and body fluids. The risk of infection after exposure to infected blood varies by blood-borne pathogen. Sharps can contain blood from other people and can carry blood-borne like hepatitis B, hepatitis C, and HIV.

Employees who handle and dispose of sharps must follow the Sharps Handling and Disposal policy at all times (found on the Hub). The Hospital has a Blood and Body Fluid Surveillance Program and promotes sharps safety and prevention of these types of injuries. Safety engineered (needleless) intravenous systems and safety engineered needles (SENs) have been implemented at HSN. All health care workers have a responsibility to handle sharps/needles with care. Be sure to report all sharps- related injuries or hazards promptly. More on this topic is covered in one of the required Self-Learning Packages entitled "Sharps Handling and Disposal" found on the Education Portal. DO NOT DISPOSE SHARPS IN LINEN OR WASTE BAGS Communicable Diseases HSN must comply with the guidelines and requirements of the Public Hospitals Act and Regulation 965: Hospital Management by establishing and providing for the operation of a communicable diseases surveillance program. HSN references the most current OHA/OMA Communicable Disease Protocols to ensure that HSN is guided by the most current clinical knowledge and practice as it relates to occupational health surveillance, immunization and post exposure requirements of its Health Care Workers (HCWs). The organization’s HCW Communicable Disease Surveillance Program policy provides direction to HSN and HCWs in preventing and managing communicable diseases among all persons carrying on activities within the hospital and HSN community workplaces. Communicable Disease Surveillance Protocols for Ontario Hospitals can be found online at OHA website (www.oha.com) or at the link provided on the OHSS Hub home page.

18 Good Catch

Guide Help make HSN a safe place to work, visit and access care

What is a Good Catch? How to submit a Good Catch: When a staff member notices a situation that could have resulted in Log onto CRMS using your HSN an accident, injury or illness to a person or damage to the facility and credentials and enter the re- reports the concern before it affects port in a few, simple screens anyone or anything, it is a ’good catch’. *OR* Reporting a good catch at HSN is easily done using CRMS, our on-line event reporting system. Call HSN’s Good Catch Lifeline The link to the CRMS software can at xt 1560 and leave the details be found in the Toolbox (Apps) in a brief voicemail message. section of the hub (HSN’s Intranet We will enter it into CRMS site)

Why bother? How do I know if it’s a Good Catch or an Ad- verse Event? By reporting a good catch, the right people are notified of the unsafe A Good Catch never reaches the patient. If something reached the patient but did not situation before it becomes an cause harm, it’s an adverse event (Level 1). incident. You can help address the situation and make improvements without having to worry about the additional stress that comes with an injury or disruption to our services. 19 Hazard/Incident & Accident Reporting Sometimes accidents ha ppen or there was the potential to cause injury. It’s important to know that all work related incidents must be reported.

Step 1 If you identify a hazard you can’t correct on your own or you get hurt / sick as a result of your work duties, you must report to your manager immediately. Step 2 Your manager will complete the Supervisor/Manager’s Report with you as soon as possible in accordance with the law and HSN policy.

• If your manager is not available, you must complete an Employee Report. Fax a copy to OHSS and ensure your manager gets a copy.

• If the work-related injury specific to overexertion/ strain (MSDs) came on over time (no specific accident), you will be asked to complete a Gradual Onset Report in addition to the Supervisor/Manager’s Report. • If there are witnesses to the accident ensure that the Witness Statements are completed by them and returned to OHSS, you or your manager. Employee reporting forms are found on the Hub and/ or ask your supervisor if hard copies are available in your department. Step 3 If you require (or may require) medical attention, you must take a PINK envelope. The pink envelope contains a cover letter to the physician and a WSIB Functional Abilities Form (FAF). • If you see a health professional, the completed FAF must be returned to your manager before your next scheduled shift. • The health professional will charge the WSIB directly for completion of the form so you will not be asked to pay. • The form asks for functional information only – what you can and cannot do as a result of the injury. Step 4 Before your manager finishes the reporting process with you, he/ she will remind you that: • HSN will provide modified duties at no wage loss; • You must discuss modified duties with your doctor; • The WSIB may not pay wage loss benefits if they agree that the work offered you was suitable (even if you are authorized off work); and

• The FAF must be completed and returned to him/her as soon as possible (preferably before your next scheduled shift).

Step 5 When the Supervisor/Manager’s report is complete, your manager will review it with you OR allow you to read it over; both you and the manager need to sign and date the form.

Step 6 The manager will send the report and additional documents, such as your report and the witness statement, to OHSS within 24 hours at the latest and give you a copy. 20 Critical Event Standard

HSN is committed to improving and fostering a culture of safety. In keeping with this, a new single process for the management of all types of critical events (patients, staff, property, physicians, visitors and learners) has been developed. Critical events will be responded to within 1 hour of the Critical Event Response Team (CERT) being activated. The goal is to resolve the event within 30 days. This team, led by Senior Leadership, will support and facilitate the investigation, analysis and implementation of countermeasures of critical events.

What does this mean for you as an employee of HSN?

• On identification of a critical event, as defined in the visual standard below, follow activation steps 1 to 5.

• To help collect required information for the activation call, you can use the ‘Critical Event Data Collection Form’ which provides a list of questions you will be asked by switchboard and the Senior Leader on call when you call to report a critical incident.

21 Personal Protective Equipment(PPE) Personal Protective Equipment is used to prevent transmission of microorganisms both from patient to patient and from patient to staff. They can also be used for protection against chemical and infectious diseases. Gloves • Gloves protect your hands from exposure to harmful substances such as biological (e.g. blood/body fluids, bacteria, viruses) and chemical agents (e.g. cleaners, adhesives, hazardous drugs), and help reduce their spread. Since hand contamination may still occur due to leaks in the gloves or improper removal, the use of gloves cannot be considered to be a substitute for hand hygiene. Hand hygiene must be performed after glove removal. • Do not wash or re-use gloves

Gowns • These are used to protect you and the patient.

• To be worn if there is a risk of exposure to blood, body fluids, secretions or excretions.

• To be worn when providing direct care to patient. • It is not reusable. Masks / Respirators • A fluid-resistant mask is worn to protect the mucous membranes of the nose and mouth during procedures/activities that generate splashes or sprays of body fluid, or within 2 meters of a coughing patient. Change mask if it becomes wet. It is not reusable.

• A N95 respirator forms a tight seal around your nose and mouth. It is used to prevent inhalation of small particles that may contain infectious agants transmitted via the airborne route such as turberculosis. It should also be worn for aerosol-generating procedures.

All staff must complete N95 respirator fit testing every 2 years!

Eye Protection • Eye protection includes face shields, safety goggles, safety glasses, and visors attached to fluid-resistant masks. • Wear eye protection to protect the mucous membranes of the eyes when it is anticipated that a procedure or care activity is likely to generate splashes of fluids or within 2 meters of a coughing patient. • To protect from chemical (e.g.Hazardous Drugs) and Infectious diseases (e.g. Influenza), as well as physical agents (e.g. dust and projectiles). • If these substances/objects make contact with the eyes, they can enter the body through the mucous membranes and result in infection and/or cause damage that results in temporary or permanent loss of sight. • Prescription glasses are NOT considered proper eye protection.

22 Infection Prevention and Control (IPAC)

How infection spreads: Three (3) elements are required:

1. A source of infectious microorganisms;

2. A susceptible host; and 3. A means of transmission for the microorganism.

Unfortunately, healthcare facilities have several sources of infectious micro-organisms, for example;

• People can harbor a variety of microorganisms such as bacteria, viruses, parasites, yeast and fungi.

• Contaminated objects can also be sources of infection such as bedpans, floors, medical equipment, laundry, tables….etc.

To be transmitted, microorganisms must enter the host’s body. This may be done via:

• Inhalation • Break in the host’s skin • Contaminated needle or other sharp object

• Mouth, eyes, nose or other openings into the body

Routine Practices Routine Practices is a set of Infection Prevention and Control (IPAC) precautions and practices used for all patient care regardless of their presumed infection status or diagnosis. For more detail, please refer to Routine Practices and Additional Precautions, available on Mosby's.There are several key elements to Routine Practices:

1. Point of Care Risk Assessement Perform a risk assessment before each interaction with the patient or the patient's environment to: • Evaluate the risk of exposure to blood, and body fluids, excretions, secretions, or contaminated items. • Select and wear correct PPE to prevent exposure.

23 2. Hand Hygiene

Hand Hygiene is the most effective way to prevent the spread of infections. There are two methods to perform hand hygiene: • Hang Hygiene with • Hand Hygiene with Soap and Alcohol-Based Hand Rub running Water for visibly soiled hands

24 3. Personal Protective Equipment (PPE) In IPAC, PPE (e.g. gloves, gowns, fluid-resistant masks, N95 respirator and eye protection) is used alone or in combination to prevent exposure by placing a barrier between the infectious source and one's own mucus membranes, airways, skin and clothing. The selection of PPE is based on the nature of the interaction with the patient and the likely mode(s) of transmission. See the previous section for more details of each type of PPE and below how to put on and remore PPE.

4. Additional Precautions

Refer to IPAC interventions (e.g. PPE, signage, accommodation, environmental cleaning) used in addition to Routine Practices found on Mosby's. These interventions protect staff and patients by interrupting transmission of infectious agents. There are three basic categories of additional precautions:

• Contact Precautions • Droplet Precautions

• Airborne precautions These categories are often used in combination for microorganisms that have more than one route of transmission.

25 HSN Emergency Codes Overview To call or cancel any code – DIAL x5555

Provide Switchboard with: • Code Being Called • Building/Tower of Code • Location/Department of Code • Room Number/Room Name

To call Security Emergent Threats (crime in progress, violence, etc.) • DIAL x5555 or 911 Non-Emergent Threats (falls, suspicious activity, etc.) • DIAL x3205 (Main Security Desk – RLHC) or • DIAL x0 (have Switchboard page Security)

26 The above are quick reference sheets only.

To view the complete Emergency Response Procedures for each code, go to Emergency Preparedness on the Hub.

27 Code of Conduct HSN is committed to providing a safe, healthy and supportive working environment by ensuring employees, medical and credentialed professional staff and clients are treated with respect, fairness and sensitivity.

The following Code of Conduct Pledge is an affirmation of our code and behaviors, and a guide to the mutual relationships that characterize the HSN culture. The concept of the Pledge emphasizes that this is a commitment that flows not just one way but among many people. PLEDGE We commit to treating patients, medical and credentialed professional staff and employees in a dignified manner that conveys respect for the abilities of each other and a willingness to work as a team of equally valued partners. We promote an atmosphere of respect, cooperation, and professionalism. We demonstrate empathy, compassion, and respect in our interactions with others and are always polite and courteous. We consistently adhere to all the rules and regulations of our hospital. We wish to be held accountable for our commitment and we expect the same dedication from all members of our Hospital community. Workplace Violence and Harassment Workplace violence = Abusive or aggressive behaviour that can include physical assault on a person or property, threatening behaviour, or verbal abuse that occurs in a work-related setting. Harassment = Engaging in a course of vexatious comments or conduct against a worker in a workplace that is known or ought reasonably to be known to be unwelcome. Harassment includes sexual harassment wherein vexatious comments and/or conduct are based on sex, sexual orientation, gender identity or gender expression, or involves sexual solicitation or advances that are known or ought reasonably to be known to be unwelcome. HSN maintains a Workplace Violence and Harassment (WVH) Prevention Policy which indicates proactive approaches taken to identify potential for WVH and minimize the risk, and also outlines the measures for reporting, investigating, and resolving complaints and incident of WVH. Employee Responsibilities

. Contribute to the creation of a safe and healthy work environment by demonstrating respectful and appropriate conduct at work.

. Accept, as a personal responsibility, your role in eliminating the use of abuse and aggression in your day-to-day activities.

. Report all incidents or injuries of violence, harassment or threats of violence to your supervisor immediately. . Inform management or a member of the Joint Health and Safety Committee(JHSC) about any concerns about the potential for WVH.

. Contribute to risk assessments and Workplace Inspections.

. Seek support when confronted with violence, harassment or threats of violence.

**Addi tional information can be found in the policy or the WVH brochure located on the Hub>Programs & Services>Occ Health and Safety>Links 28 Privacy and Information Security H SN will follow fair information practices that are based on the ten international privacy principles developed by the Canadian Standards Association and adopted as the basis for Canadian Privacy legislation.

HSN has a legal responsibility to adhere to privacy legislation, such as the Personal Health Information Protection Act (PHIPA) and the Freedom of Information and Protection of Privacy Act (FIPPA)

Why do I have to report Who is RESPONSIBLE all privacy incidents to for privacy? the Privacy Office?

Everyone The Privacy Office is responsible for reporting all Those providing care, supporting care, processing payment, transferring patients, managing departments privacy incidents to Ontario’s Information and etc.-all healthcare workers are responsible for Privacy Commissioner in order to fulfill that maintaining confidentiality. requirement

What resources are available What will happen if I do to me to learn more about not comply with privacy my role in protecting patient policies? privacy?

There can be serious consequences to employment, The Privacy Office has a number of policies that help can impact standing with regulatory college and one explain your role. Familiarize yourself with all that apply. can be subject to a monetary penalty. You can take part in lunch and learns when offered, complete online SLP’s or contact our office with a question.

AUTHORIZED vs UNAUTHORIZED Access AUTHORIZED access is that which is made in order to perform one’s job duties. The access is either to provide care, support care or complete assigned duties. UNAUTHORIZED access is defined by the Information and Privacy Commissioner as “the collection, use or disclosure of personal health information without the consent of individuals and for purposes that are not permitted or required by PHIPA.” HSN is committed to reduce instances of unauthorized access. It is YOUR responsibility to report any known or suspected instances of unauthorized access. Accessing PHI for the purposes of inter personal conflicts, curiosity, personal gain or concern about the health and well-being of individuals is NOT AUTHORIZED, even if they ask you to go into their record.

29 The purposes of FIPPA are: 1. To provide a right of access to information in the custody or control of HSN; and 2. To protect the privacy of individuals with respect to personal information about themselves in

the custody or control of HSN.

Personal Information includes age, sex, ethnicity, family status, home address and telephone, SIN #, employ m ent i nf o r m at i on, ed uc at ion etc. The fact that you are an employee of HSN is not personal information.

How does FIPPA What kind of information apply to me? can be released under

Knowing that HSN has to protect PI and could be Information such as policies, emails, asked to disclose information you should: retain financials, contracts, agreements, minutes records according to policy, manage your emails ect. and ensure the completeness of records you have.

How can I keep track of what information I have? What do I do if I receive a Freedom of Information request? Every department must submit a Records Inventory to the Privacy Office annually, including a list of Personal Information Banks that exist within the department. You should be aware of what records Forward the request to the Privacy Office. These you have in your possession in order to contribute to this reporting requests are time sensitive so it is important to obligation. forward it immediately.

What can the Privacy Office do for you? . The Privacy Office will handle all privacy incidents and complaints received from any department

. Answer any questions with a privacy component

. Assist with interpreting legislation (PHIPA and FIPPA)

. Review agreements/contracts with a privacy element (ex. Data Sharing Agreement)

. Research new software, hardware, applications etc. of interest to the organization

. Provide guidance documents on common privacy inquiries

. Review any changes in policy, procedure or standards to identify any increased privacy risks

. Conduct Privacy Impact Assessments

Contact Us: x3999 / privacyoffi[email protected]

30 HSN’s Social Media Policy

Who does the policy affect? All HSN employees, physicians, medical learners, students, volunteers and contractors who are on-duty and off-duty. Why does HSN need a Social Media Policy? HSN recognizes that social media is a valuable tool in communication. As we become more active online, responsible use of social media will ensure the protection of privacy, confidentiality, reputation and dignity of our patients, ourselves and our organization. What constitutes “Social Media”? Any facility for online publication and commentary including, but not limited to: blogs, reviews, Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, etc. Should I stop using social media? No, in fact, the opposite is true. HSN encourages you to connect with our organization online through Facebook, Instagram, Twitter, LinkedIn, YouTube and Pinterest, all the while ensuring you are abiding by the policy. Social Media use is permitted on your own personal device on your own time as long as your behaviour does not interfere with your responsibilities at HSN, and if applicable, to your profession.

Know that even with privacy settings, your comments have the potential to be made public. Assume that anyone can read your posts: managers, co-workers, patients, the public, media, etc. Always think before you post.

How do I abide by the policy and continue to use social media? • Read the Use of Social Media and Personal Electronic Devices policy in Mosby's and abide by the Terms & Conditions.

• Do not disclose names, personal health information or circumstances of patients, their families, and your colleagues. Doing so is a breach of the Personal Health Inforation Protection Act (PHIPA).

• Do not post photos, videos, or audio of patients, guests or their families.

• Posting photos, videos, or audio of staff/colleagues requires a signed consent form from each individual in the material.

• Where your connection to HSN is apparent, make it clear that you are representing yourself, not HSN.

• Treat an online conversation with the same confidentiality as an in-person conversation and do not discuss incidents that have occurred in the workplace.

31 HSN’s Social Media Policy

What if I want to use social media on behalf of HSN? Please contact Corporate Communications to determine usage needs. If approved, you will obtain training and a copy of HSN’s “Guidelines for Official Participation in Social Media”.

What are the consequences of not abiding by this policy? HSN staff, whether on-duty or off-duty, who are found to be acting on social media in a manner that is inconsistent with this policy or with other HSN policies, may be required to correct, edit or remove a post or statement and may be subject to disciplinary action up to and including termination of employment or affiliation with HSN and, in more serious cases, the organization may pursue legal action as appropriate.

Key Points: • Social media is changing the way we live and work • It’s changing the way that patients and communities access health information • It gives all of us a voice in healthcare and with that voice comes responsibility • The Social Media policy is here to protect and guide you in your work.

We welcome your questions and feedback regarding HSN’s Social Media presence, at [email protected]

@hsnsudbury

@HSN_Sudbury / @HSNRI

@hsnsudbury

Health Sciences North/Horizon Santé-Nord / Health Sciences North

Health Sciences North

32 Welcome to the Hub!

To help you in your new role, we are proud to introduce you to the Hub: HSN’s internal staff website. The Hub is a shared space for employees to learn about what’s going on at the hospital and to find resources to help you perform your job. This is a brief introduction to the different sections of the Hub and the types of information you can find there. HSN Today Organizational Excellence HSN Today is the homepage of the Hub. It Organizational Excellence (OE) is about includes a Headlines section where you can improving work and improving care at HSN. It learn about HSN news. Be sure to visit it often is a journey of continuous improvement that, as news is updated daily! combined with a defined management system On the right hand side of HSN today, there are and strategy deployment model, will help us several icons that allow you to quickly access achieve excellence at HSN. To learn more specific areas on the Hub. These are indicated about OE, select: below.

Programs and Services The programs and services tab is where to go to get detailed information about programs or services and their departments at HSN. To view all programs and services, simply hover your mouse over the programs and services tab and a drop down menu will appear. To access the departments within a program or service, select the program or service and links to each department can be found in the upper right hand side of the web page that is displayed. Policies and Procedures The Policies and Procedures page provides quick access to: • Mosby's • Laboratory Standard Operation Procedures (Paradigm) • Medical Directives & Delegated Controlled Acts • HSNRI policies • Nephrology Training Manuals All policies, procedures, standards and standards of care are located in Mosby's. You can search for documents by keyword, specialty or category. 33 Employee Services This section is where you can find resources to help you as an HSN staff member. On this page, you can find parking information, Dialogue (the monthly staff newsletter), job postings, information about benefits & pension, compensation & pay periods and much more.

Toolbox (Apps) The toolbox provides links to many additional resources:

Search Function To perform a general search, you can type in a keyword in the search bar at the top right of the page:

34 Leadership and Learning

Leadership and Learning are two key components to the success of any organization. Each of us must be willing to learn and to lead in order for the organization to excel both professionally and academically.

As an Academic Health Sciences Centre, HSN will build on its existing strengths around leadership and learning and become an organization that promotes innovative thinking and creative problem solving while fostering a culture of lifelong learning and collaboration.

HSN Education Portal: The Education Portal allows you to sign up for in-services and access the online self-learning packages.

To Access the Education Portal onsite: 1. Log onto an HSN computer using your username and password. 2. Access the Hub by opening Internet Explorer. 3. Click on “Education” from the front main menu at the top of the page. 4. Open the Portal by clicking on the “Education Portal” icon.

To Access the Education Portal offsite:

Visit: https://secure.hsnsudbury.ca/Education/ You are required to use your HSN computer login information to sign in.

35 Student Placements As an Academic Health Sciences Centre, HSN provides a rich academic environment for all of our students. Each year, HSN accommodates close to 2,000 nursing placements from Laurentian, Cambrian and College Boreal. We also accommodate over 500 non-nursing placements from an additional 38 educational institutions. As a result we provide students with meaningful experiential learning opportunities ensuring that placement opportunities sfulfilltudents' ac ademic program, practical, clinical and/or work- term requirements. Although students' work is unpaid, the placement experience is an invaluable component of a student’s learning and professional development. Coordination of placements through the Leadership and Learning department ensures students are fully prepared and cleared to begin their placement. It also allows us to track and trend placement opportunities ensuring we maintain a balance across the organization.

36

23 HSN Programs & Services Violence Intervent ion Prevention Program (VIPP) VIPP is a 24-hour service that provides emergency health care and psychosocial support for victims of acute and . The team is comprised of specially trained registered nurses and social workers. VIPP offers prompt, confidential, individualized care and treatment in both official languages. What is Domestic Violence? Any form of violence between current or former partners in an intimate relationship. It may include physical, emotional, financial, sexual and spiritual abuse. It can happen to women or men regardless of sexual orientation, economic background, ethnicity, religion or age. What is Sexual Assault? Any form of sexual activity with another person without their consent. Victims can be female or male and include persons of all ages, from young children to senior citizens. How to access the Program? VIPP can be accessed through the or switchboard a physician’s referral or by calling the VIPP Program directly at 705-675-4743. What will happen at the hospital? The Emergency Department staff will triage and medically treat any injuries requiring immediate attention such as fractures or cuts. A forensic nurse will meet the patient in a quiet, private area and provide her/him with treatment options.

Patient Services Provided by the VIPP Program • Risk assessment and safety planning • Physical assessment and medical follow-up • Forensic documentation and collection of evidence • Forensic photography • Assessment and treatment options for of the risks of • Assessment and treatment options for HIV and other sexually transmitted infections. • Referrals and follow-up with program counselors, community agencies and shelters • Mandated reporting to Children’s Aid Society • Facilitate police disclosure if requested and courtroom support • Expert Courtroom testimony if needed

*All services offered by the VIPP program are confidential and optional.

37 Employee Assistance Program HSN's Employee Assistance Program (EAP) is a confidential and voluntary support service that can help you solve all kinds of problems and challengers in your life. You and your immediate family members (as defined in your employee benefit plan) can receive support over the telephone, in person, online, and through a variety of issue-based health and wellness resources. For each concern you are experiencing, you can receive a series of sessions. You can also take advantage of online tools to help manage personal well-being. You’ll get practical, relevant support, quickly and in a way that is most suited to your preferences, learning approach and lifestyle. Caring professionals can help you select a support option that works best for you. Is the Service Confidential? Yes. Your EAP is completely confidential within the limits of the law. No one, including your employer, will ever know that you have used the service unless you choose to tell them. How Much Will It Cost? There is no cost to your EAP, if you need more specialized or long-term support, your EAP will help you select an appropriate specialist or service that can provide assistance. While fees for these additional services are your responsibility, some may be covered by your provincial or organizational health plan.

How do I access the Employee Assistance Program (EAP)? You can call the ComPsych toll-free EAP line (available 24 hours a day, 365 days a year) 1-844-213-8968 (English) 1-877-373-4763 TDD (Service for the Deaf/Hearing Impaired)

38 Volunteer Services

How We Can Help The role of Volunteer Services is to promote meaningful volunteer opportunities. We match volunteer skills; interests and availability to the needs of your service and ensure they are appropriately prepared to assist you.

We promote the use of volunteers throughout the organization and help to create and customize unique volunteer opportunities to address your department’s needs.

Our Volunteers

Volunteers actively support staff, patients and their families by assisting in specific programs and services and enabling the hospital to make the most of its resources.

Volunteers come from all walks of life. They are secondary school, University and College students interested in the health care field. Adult volunteers are skilled professionals investigating a career change or heading into retirement after a career. Today’s volunteers offer experience, skill and their time.

Help Support Your Volunteer Program Building relationships is the key to successful volunteer placements. Recognize volunteers through your support, include them in discussions, and respect the time they donate to help you. Volunteers have the expectation that their placement will be interesting and challenging. They believe in our cause and like you, are dedicated to the care of our patients. Support and stimulate your volunteer by mentoring them. The more they know, the more they can help. Like you, volunteers want to be challenged.

39 Corporate Communications

The Corporate Comm unications and Community Engagement team is responsible for all internal and external communications at HSN. Team members are the first point of contact for hospital media inquiries and also manage HSN's online presence which includes the public website, The Hub and social media. Corporate Communications works with all programs and services as well as the public to coordinate communications in a timely and efficient manner, and to enhance the activities of the organization through effective communications, while raising awareness of our many programs and services.

Communication Responsibilities:

• The Hub • Social Media & Web • Corporate Branding and Visual Standards • Strategic Communications Planning • Dialogue – HSN’s monthly employee newsletter • Management Townhall – bi-monthly HSN management webcast meeting • Bulletin Boards/Display Cases – located in cafeteria and elevators • News releases & Public Service Announcements

Media/Public Relations & Social Media:

Communications is the first point of contac t for all media-related activities. Any media contact, whether initiated by the media or by a program, service, or staff member of the hospital, must be coordinated through the Communications Department. This includes interviews, photography or video/audio recording.

Communications also invites “good news” stories and encourages staff to notify us by email at [email protected] to share a noteworthy initiative or event within their program or service.

All relevant communications policies, including the Media Relations policy, can be found in Mosby's.

The Communications Department is also responsible for maintaining HSN’s social media and web identity. HSN is currently on Facebook, Twitter, Instagram, YouTube, LinkedIn and Pinterest.

Please see also the Social Media segment in this handbook. It describes the social media policy that applies to all employees, physicians, medical learners, students, volunteers and contractors whether on-duty and off-duty. Check out Corporate Communications on the Hub

40 Information Technology (IT) IT supports the following HSN Services/Devices Computer systems (desktop pcs/ laptops/ tablets; printers; peripherals), Telephones, Wireless connectivity.

Self-Help You can find self-help folders and documents on the Information Technology Hub Page to guide you through most common technical issues. This information is also available via The Hub’s Toolbox (Apps) list, where it is listed as Service Desk FAQ.

I/T Service Desk • For non-urgent matters, you can submit a request via the IT Service Request link, located in The Hub’s Toolbox (Apps) list, or, you may send your request via e-mail to [email protected]. • For urgent/high priority issues/requests, related to the services we support, dial extension 3332 to reach the IT Service Desk.

When submitting a request, Service Desk will require: Your contact information (phone extension, office/desk location), Name of device, (if a computer or printer (bright orange sticker on your computers/printers)) and the description of your problem/request (as detailed as possible).

Computer Username (login ID) & Password Your Supervisor/Manager will provide you with your username and temporary password. The first time you log on you will need to change your temporary password. Passwords must be at least 12 character passphrase. NEVER share your password with anyone. HSN’s password policy dictates that you will be required to change your password every year. All information must remain within HSN. No documents are to be taken home (either hard copy or electronic version). The Hub The Hub is accessible only via HSN computers. You can access the Hub froman HSN computer you have been granted access to by opening Internet Explorer (the Hub is the default homepage). The content on the Hub pages are controlled by the various programs within HSN themselves or Communications. 41 Health Sciences Library

Library Services: North Tower, Level 1 in hallway across from the chapel Monday to Friday (0830 – 1630)

Patient Library – Main Lobby, Northeast Cancer Centre Monday to Friday (0900 – 1300)

Services: Literature Searches The Evidence Pyramid Document Delivery Tables of Contents Purchasing Training Sessions Patient Libraries · Northeast Cancer Centre · Children’s Treatment Centre · Sudbury Outpatient Centre · Voices for Women

Research: Catalogue Journals Databases Contact us Evidence based medicine resources [email protected] 705-523-7100 Tools: ext. 3375 (Health Sciences) Internet Access ext. 2351 (Patient) Wireless Access Computers Visit our Website Meeting Rooms/OTN studio Mobile Education Laboratory (laptops) 42 HSN’s Foundations and Volunteer Association

Health Sciences North Foundation is the fundraising arm of Health Sciences North. It is governed by a volunteer Board of Directors whose members live in this community and are dedicated to ensuring the very best health care for the people of Northeastern Ontario.

We fund improvements in patient care and specialized equipment, as well as teaching and research priorities. Every dollar raised stays right here in the community and benefits the Hospital program the donor chooses to support. Excellence in health care is driven by dedicated staff and community donors.

To learn more: https://intra.hsn.share/programs-services/hsnf

NEO Kids Foundation (NKF) is dedicated to raising funds for children's services, equipment and research at Health Sciences North. Its goals are healthier children, more support for families and better access to care for our most vulnerable patients from across Northeastern Ontario.

NKF’s vision is to set a standard of excellence through support and awareness of children's health and to ensure more of our children are treated closer to home. As a community, we can work together to ensure more of our children are treated right here in the North, without the trauma of travel for treatment. Ask about HSN’s employee donation program or visit neokidsfoundation.ca to donate. To learn more: https://intra.hsn.share/programs-services/neokidsfoundation

The Northern Cancer Foundation (NCF) has been raising funds for the Northeast Cancer Centre for almost 30 years. With our partners, we raise, receive and distribute funds to advance cancer research, education and patient care in Northeastern Ontario. The NCF has been fortunate to partner with hundreds of community groups, schools, Legions, Service Clubs, local businesses, families and individuals all united in their desire to make a difference. Every dollar raised stays here in Northeastern Ontario to advance cancer care and research. Our goal is to improve and make a difference in cancer outcomes through the support of research, equipment and patient care at the Northeast Cancer Centre. To learn more: https://hsn.share/programs-services/ncf

43 French Language Services

Hospital Mission The ability to communicate in the language of his or her choice can greatly enhance a patient’s ability to receive the greatest benefit possible from their care. The hospital mission statement reflects our commitment to “deliver high quality patient and family centered care, in both official languages”. Identification of French-speaking Patients When patients arrive at the hospital, they are asked their language of preference. If they identify French as their language of choice, this is indicated on their hospital card and admission face sheet and they are provided with a blue-lined bracelet. Every effort is made to offer them a full range of services in French. Identification of French-speaking Staff Upon hire, it is important to complete the language form so that French-speaking staff can be identified and statistics on French-speaking staff can be monitored. As well, the Identification badge for French-speaking staff includes a statement “Je parle français”. If you are bilingual, be proactive....don’t assume that if the client/patient is French, they will ask for their services in French or speak to you in French first. BE PROACTIVE by identifying yourself as French-speaking and making them feel comfortable to speak to you in French. Your voice-mail message should contain a portion in French, either the whole message or, as a minimum, a statement in French inviting callers to leave a message in French if they wish to. Answering the phone or greeting someone… provide a bilingual greeting, such as “hello, bonjour” , or on the phone, “XYZ Department, bonjour”. DON’T be embarrassed if you feel that your French is “not good enough”. Every bit helps, and the French client/patient will surely appreciate the effort. Don’t worry if you don’t know the “technical” vocabulary in French. Chances are that your client/patient won’t know it either! If you are not bilingual be proactive… offer to find someone French-speaking for patients who you know or you suspect are Francophone. Transfer the call to someone who can help the person in French, if this is appropriate. The onus is on the hospital to offer its services in both official language.

44 45 46 Contact Jeff Dunn regarding changes to parking rates. 47