Patient Services Directory Health Sciences North | Horizon Santé-Nord 41 Ramsey Lake Road • Sudbury, Ontario P3E 5J1 705-523-7100 • No charge dial 1-866-469-0822 Welcome Welcome Welcome to Health Sciences North | Horizon Santé-Nord (HSN). Our team of staff, physicians, medical learners, students and volunteers are dedicated to delivering the highest quality patient care, research, teaching and learning to our northeastern Ontario region and beyond. At HSN, providing quality patient-centred care is at the core of everything we do. We care for more than 130,000 patients each year, with almost 30 per cent coming from outside the city - making us a true regional centre for the residents of northeastern Ontario. HSN offers a variety of programs and services that meet many patient care needs, with leading regional programs in the areas of cardiac care, oncology, nephrology, trauma and rehabilitation. HSN is a full academic health sciences network, working in collaboration with the Northern Ontario School of Medicine and Laurentian University. We are a network of integrated facilities and programs working together for the benefit of our patients, communities, physicians, researchers, staff and learners in the areas of prevention, diagnosis, treatment and care. We work with many other partners, including patients and family members, to advance our goal of becoming more patient-centred. In addition to our one-site acute care hospital, we offer care beyond our walls in the areas of outpatient care and chronic disease management. With all of these services, combined with enhanced surroundings and state-of-the-art technology, we are able to take patient care to a new level for northern residents. Dr. Denis Roy President and CEO Health Sciences North | Horizon Santé-Nord (Cover photo courtesy of HSN staff member, Rabih Dabliz, Pharmacy) 2 www.hsnsudbury.ca Welcome Academic Health Sciences Centre HSN is affiliated with the Northern Ontario School of Medicine, Laurentian University, Cambrian College and Collège Boréal. During your visit to the hospital, you will be seen by a team of health care professionals, some of whom may be in training. Individuals in training will identify themselves to you as learners or medical residents. Working under the close supervision of hospital staff and attending physicians, they play an important role in the care and treatment of you and your family. Do not hesitate to ask them any questions about their role in your care. If you have questions or concerns, please consult your physician. Quick Facts HSN has a diverse range of services across the following core programs: • Medicine and Emergency • Medical Imaging • Surgical • Family and Child • Critical Care • Mental Health and Addictions • Community Care and Rehabilitation • Northeast Cancer Centre HSN Statistics • 3,857 employees • 491 physicians • 699 volunteers • 458 beds 2015-2016: • Outpatient Clinic visits ..............................352,192 • Emergency Department visits ..................73,156 • Admissions .....................................................24,289 • X-Ray Tests .......................................................92,122 • Mammography ............................................... 5,605 • Interventional Radiology ..............................2,920 • CT Scans ..........................................................28,364 • Diagnostic Ultrasound ................................38,196 • Nuclear Medicine - Gamma Cameras .....12,431 • Cardiac Catheterization Lab ....................... 5,260 • MRI Scans .........................................................13,160 • Operating Room visits ................................ 32,879 • Lab tests .....................................................5,970,226 • Chemotherapy visits .....................................8,648 • Radiation Therapy visits ............................. 75,301 • Open Heart surgeries .......................................486 • Pacemakers ..........................................................296 • Hip Replacements ..............................................269 • Knee Replacements .........................................571 • Births ..................................................................1,858 www.hsnsudbury.ca 3 Table of Contents Newspapers ........................................18 Welcome Welcome Organ and Tissue Donation ..........18 Academic Health Sciences Patient Billing .....................................18 Centre .....................................................3 Patient Resource Library ..............19 Quick Facts............................................3 Pictures and Videos .........................19 Mission, Vision and Values...............5 Scent Policy ........................................19 Patient Declaration of Values .........5 Security ................................................20 Patient/Visitor Rights and Responsibilities ...................................6 Smoking ..............................................20 Patient Compliment Spiritual and Religious Care ..........20 or Complaint Process ........................7 Telephones .........................................21 Televisions ...........................................21 Parking .............................................8 Vending Machines ............................21 Visiting Hours.....................................21 Wayfinding Maps Visitor Guidelines ..............................21 Floor Plan ..............................................9 Volunteer Services ............................22 Where To Register ............................10 Washrooms .........................................22 Website and Social Media .............22 Patient Safety – Wireless Internet ...............................22 Understanding Your Role .................................11-13 Hospital Foundations 10 Top Patient Safety Tips .............14 NEO Kids Foundation ......................23 Health Sciences North General Information Foundation .........................................24 Accessibility ........................................15 Northern Cancer Foundation .......25 Admission to Hospital .....................15 What to Bring .....................................15 Community Walk-in What Not to Bring ............................15 Clinics ...............................................26 ATM Machines ...................................15 Boutique ..............................................16 Advertisements ....... Centre of Cell Phones .........................................16 Directory Discharge Information ....................16 Elevators ..............................................16 Fire Exits...............................................16 Food Services .....................................17 Hospitalists .........................................17 Information Desk ..............................17 Latex-free Balloons ..........................18 Lost and Found .................................18 4 www.hsnsudbury.ca Welcome Mission, Vision and Values Mission Statement Improve the health of northerners by working with our partners to advance quality care, education, research and health promotion Vision Statement Globally recognized for patient-centred innovation Values Excellence, Respect, Accountability, Engagement Patient Declaration of Values My family and I will be treated with respect and compassion. I can actively be a part of my care, including the ability to make decisions if I am able to. My health care team will share important information with me. I can express my concerns and get answers to my questions. www.hsnsudbury.ca 5 At Health Sciences North (HSN), we are committed to providing quality care to everyone who comes through our doors. As a patient, you have both rights and responsibilities when it comes to your health and the health care services you receive at the hospital. As a family member or friend, you also have a role to play. According to this philosophy, patients and visitors have a right and responsibility to: • Be treated in a kind and respectful way. • Expect that your health care team will share important • Receive culturally-sensitive care. information with each other. • Expect that all information about your health care • Participate in making decisions about your care. will be kept private and confidential in accordance • Refuse care as permitted by the law. with the law. • Express your concerns and get answers to your questions. • Be given information in a way you will understand. • Be polite and respect the privacy of other patients, • Follow the plan of care given to you the best way you can. visitors and members of the health care team. • Accept responsibility for the decisions you make about • Avoid offensive or abusive language. your treatment. • Recognize that the needs of other patients and • Take care of your personal things and send home anything families may sometimes be more urgent than your that is not needed. own. • Respect hospital property and act in a safe and • Give accurate information to your health care team responsible way. to help them plan your care. • Understand that you may be responsible for all expenses • Give your health care team the name of the person not covered by OHIP or private insurance during your who will represent you if you cannot make decisions hospital stay. by yourself. • Keep appointments, or call to cancel if you are unable to • Be familiar with the names and roles of people keep your appointment. involved in your care. • Comply with all applicable federal,