Lions Gate Hospital Patient & Family Handbook Lions Gate Hospital 231 East 15th Street North Vancouver BC V7L 2L7 Tel: 604-988-3131 Table of contents All sites: Vancouver Coastal Health This site: Lions Gate Hospital Welcome to Vancouver Coastal Health ...i Getting around Our Vision .................................................i Directions ...............................................12 Your hospital location ..............................ii Wheelchairs ............................................12 Your health care team .............................ii Maps ..................................................13-14 Hospital stay Admission Planned surgery .......................................2 Bring ID ...................................................2 Check in .................................................12 Personal belongings .................................2 Transportation and parking Acceptable ID ...........................................3 TransLink ..............................................15 Rooms .......................................................4 Parking ...................................................15 Meals ........................................................4 Wheelchair accessible parking ..............15 Information collection .............................5 Consent ....................................................5 Parking meters on-site ..........................15 Personal information ...............................6 Services Visitors .....................................................6 Private/semi-private rooms ...................16 Security and safety TVs, phones, wireless Internet .............16 Staff ID .....................................................7 Visitor accommodation ..........................17 Leaving your unit ....................................7 Eating places ..........................................17 Medication safety .....................................7 Pharmacies .............................................17 Hand cleaning ..........................................7 Gift shop .................................................17 Fire drills ..................................................8 Banking ..................................................18 Smoking and fragrances ..........................8 Volunteers ..............................................18 Patient-related questions ........................8 Patient accounts ....................................18 Patient services Information Interpreters ..............................................9 Directory ...........................................20-21 Well Wishes email ....................................9 Mailing and web address .......................21 Spiritual care .........................................10 Notes .................................................22-23 Feedback .................................................10 Discharge Going home ............................................10 Billing information ................................11 Health records .......................................11 Your hospital location Unit Welcome to Vancouver Coastal Health Location We hope this handbook Telephone helps you and your family feel more comfortable while you are with us. This Your health care team handbook answers some frequently asked questions Name & telephone Health care team member about VCH services and number processes. Please don’t hesitate to ask any VCH Patient Services Manager staff for help or information. (PSM) More information on the subjects discussed in this Patient Care Coordinator handbook is available on the VCH website, www.vch.ca. (PCC) Subjects also have a phone number listed in the directory section, and in some cases, a contact email address or web Care Management Leader address is also provided. (CML) Our Vision Social Worker (SW) We are committed to supporting healthy lives in healthy Physiotherapist (PT) communities with our partners through care, education and research. Occupational Therapist (OT) Doctor(s) Nurse(s) Specialist(s) Other(s) i All sites: Vancouver Coastal Health All sites: Vancouver Coastal Health ii All sites: Vancouver Coastal Health Acceptable ID A patient must provide any two of the following (B.C. Hospital Stay CareCard and B.C. drivers license preferred). Primary ID – shows legal Secondary ID – shows name, Planned surgery name and date of birth signature and/or photo Admission times vary. To find out • B.C. drivers license • B.C. CareCard what time you should come to the • B.C. identification card • Passport hospital, see “Admission” in the • Canadian birth certificate • School ID card (student card) second part of this handbook. • Canadian citizenship card • Bank card (only if patient’s • Permanent resident card name is printed on card) Bring ID • * Canadian record of landing/ • Credit card (only if patient’s You need to present two pieces of Canadian immigration name is printed on card) personal ID, one with a photograph identification record • Foreign birth certificate (baptismal certificate not (see next page – for example, • * Study, work visitor, or acceptable) B.C. CareCard and B.C. drivers license). In addition to temporary resident permit (formerly Minister’s Permit) • Canadian or U.S. two pieces of personal ID, bring along any other health drivers license insurance ID card (e.g., extended health) that you have. If • * Identity card (Department of Foreign Affairs issued) • Naturalization certificate your hospital admission is due to a work-related injury or • *Passport • Canadian Forces identification illness, bring your WorkSafeBC claim number. • Police identification • Foreign Affairs Canada or Personal belongings * Mandatory if not a Canadian consular identification citizen. Bring prescription medicine in original labeled containers, den- • Vehicle registration (only if tures, glasses, and hearing aids. For your personal care, pack patient’s name is shown) basic toiletries (e.g. toothbrush, toothpaste, shampoo, hair- • Employee picture ID card brush, razor), and pajamas/nightgown, bathrobe and slippers. • Firearms acquisition certificate Do not bring valuables such as large sums of money, credit • Social insurance card cards, electronics, or jewelry (rings and watches that you (new style without signature normally wear should be left at home). Arrange to pay strip not acceptable) for things like a private room or equipment when you are • Native status card discharged. For example, have someone bring your credit • Parole certificate ID card or cheque book when they pick you up. Pay-by-phone • Correctional service is available at VCH’s larger hospitals. If you rent a TV or conditional release card phone, payment is due at connection time. 2 All sites: Vancouver Coastal Health All sites: Vancouver Coastal Health 3 VCH cannot be held responsible for any lost or stolen items. Information collection In emergency situations, VCH hospitals can store some Your health care providers small valuables for a short time. For information, ask the will ask many questions Admitting Department or your nurse. about your health, including: past and current Rooms conditions; if you have Regular rooms have four beds and don’t cost anything for ever had an operation; patients with B.C. Medical Services Plan coverage. You what kind of medicine or can ask about paying for a private or semi-private room to supplements you may be taking; and if you have any food increase your privacy and comfort; in each VCH hospital or drug allergies. Ask questions if you do not understand there are a limited number of private or semi-private rooms. something or if you need more information. We want you to While there is no guarantee a private or semi-private room will understand your condition and treatment. be available, we try our best to accommodate these requests. Consent In a private room, you will have your own bathroom; in a You may be asked for consent before you have tests or semi-private, you share the room and its bathroom with procedures. Before you make a decision, it is important that another person. you feel everything has been explained to your satisfaction. Regular rooms and semi-private rooms may be shared by If you are unsure or do not understand something, ask for men and women. an explanation. Meals If you have documented your wishes about the health care you may receive at the moment or in the future in Good nutrition is an important part of your recovery. At an advance directive such as a representative agreement, most sites, patients are given a menu from which they can a living will, or a similar document, bring this to the choose selections for breakfast, lunch and dinner. Ask your attention of your family and health care providers. nurse or a family member if you need help selecting your meals. If you have food allergies or follow a special diet, let your nurse know as soon as you arrive. A dietitian will talk to you about your food needs, and help design a meal plan for you. Your family is welcome to bring in your favourite foods, but we do not have space to store large amounts of food. 4 All sites: Vancouver Coastal Health All sites: Vancouver Coastal Health 5 Personal Information Security & safety Vancouver Coastal Health respects your privacy and recognizes the sensitivity of your health information. Staff ID We take all reasonable measures to ensure that your information is treated confidentially. Our staff may need There will be many people personal details from you for insurance or care purposes. involved in caring for you. VCH privacy