RESIDENT AND FAMILY HANDBOOK

Photo Courtesy McKinnon Photography

THE VIEWS ST. JOSEPH’S GENERAL HOSPITAL Updated March 14, 2016

2137 COMOX AVENUE COMOX, BC V9M 1P2

HISTORY OF THE VIEWS AT ST. JOSEPH’S HOSPITAL ……………………..

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QUALITY MANAGEMENT……………………………………………………………

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HISTORY ….………………………………………………………………..…………

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CONTACTS…………………………………………………………………………….

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PRIOR TO YOUR COMPLEX CARE ADMISSION..............................................

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FACILITY RATES.................................................................................................. 3 SPECIAL ACTIVITY FUND................................................................................... 3 ROOM TYPES......................................................................................................

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YOUR CARE TEAM......................................................................................... a. Care Team………………………………………………………………………. b. Clinical Director.......................................................................................... c. Clinical Coordinator.................................................................................... d. Nursing Services and Personal Care Services.......................................... e. Care Planning............................................................................................. f. Care Conference....................................................................................... g. Residents & Staff........................................................................................ h. Interdisciplinary Team................................................................................... i. Pharmacy.................................................................................................... j. Dietary.......................................................................................................... k. Beverages.....................................................................................................

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LIFE AT THE VIEWS............................................................................................ a. Barber and Hairdressing Service.................................................................. b. Clothing, Personal Accessories.................................................................... c. Communication............................................................................................. d. Computer Access.......................................................................................... e. Emergency Response................................................................................... f. Hand washing................................................................................................. g. Leaving/Returning to the Views.................................................................... h. Mail, Flowers and Balloons........................................................................... i. Meals............................................................................................................. j. Medications.................................................................................................... k. Pet Visiting Policy........................................................................................... l. Scent Policy..................................................................................................

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m. Smoking.........................................................................................................11 n. Telephones and Cellular Phones.................................................................... 11 o. Transportation Services.................................................................................. 11 p. TV’s and Radios.............................................................................................. 11 q. Wheelchairs..................................................................................................... 11 r. Valuables......................................................................................................... 11 s. Visiting............................................................................................................. 12 SERVICES AT THE VIEWS.................................................................................... 12 a. Activities........................................................................................................ 12 b. Pastoral Care Services................................................................................. 13 c. Occupational Therapy................................................................................... 13 d. Physical Therapy........................................................................................... 13 e. Social Work Services.................................................................................... 13 f. Family Feedback.......................................................................................... 14 PRIVATE COMMUNITY HEALTH SERVICES........................................................ 14 a. Dental Services............................................................................................... 14 b. Eye Care......................................................................................................... 14 c. Podiatry Services............................................................................................ 14 d. Independent Service Providers....................................................................... 14 VOLUNTEERS – THE VIEWS................................................................................ 15 SUMMARY.............................................................................................................. 15 APPENDIX A: ST. JOSEPH’S HOSPITAL - VISION, MISSION, VALUES ……… 16 APPENDIX B: RESIDENT BILL OF RIGHTS ....................................................... 17

1 RESIDENT AND FAMILY HANDBOOK This handbook offers you and your family information to ease the transition to Complex Care. Our goal is to work with you to help you establish your new home here. THE VIEWS AT ST. JOSEPH’S HOSPITAL HISTORY St. Joseph's General Hospital was established by The Sisters of St. Joseph in 1913 and is currently owned by the Diocese of Victoria. The Hospital operates in affiliation with the Vancouver Island Health Authority. It is an acute and extended care facility fully accredited by the Canadian Council of Health Facilities. The Extended Care Unit first opened in 1967 in the 1938 Wing with 48 beds. In 1982 these 48 beds were moved to a new unit of 75 beds now called Eagleview. In 1993 a 50-bed expansion was opened now known as Oceanview. This facility is attached to the Acute Care hospital and is one of the major providers of Complex Care service in the community. Our Complex Care Unit serves 124 residents accommodated in five wings of 25 beds each. We also provide 1 (one) respite bed which is located in Oceanview. QUALITY MANAGEMENT The programs and services provided for you are continually monitored to ensure you receive the best possible care and service. Your opinion is highly valued and we encourage you to bring your questions or concerns to a Clinical Coordinator, Residents’ and Family Council, Director Residential Services, or the Vice-President Residential Services. One of our key philosophical beliefs is that this is your home, and you have the right to make decisions concerning your quality of life. There is a yearly family satisfaction survey and your feedback is important.

2 FOR YOUR INFORMATION – CONTACTS FOR THE VIEWS NAME

DESCRIPTION

PHONE

EMAIL

Michael Aikins

Executive Director, The Views and Transitional Care Unit

250-339-1516

[email protected]

Jennifer Chaboteaux

Director, The Views & Transitional Care Unit Office Coordinator

250-339-1427

[email protected]

250-890-3810

[email protected]

Veronica Bassett

Local 61059 Dr. P. Moosbrugger

Medical Director

250-890-3810

[email protected]

Brenda Phillips

Director of Activation

250-339-1426

[email protected]

Linda-Rae Fallowfield

Clinical Coordinator

250-339-1556

[email protected]

Local 61020 Amanda Levicek

Clinical Coordinator

250-339-1528

[email protected]

May Mejorada

Unit Clerk

250-339-1514

[email protected]

Emma Payton

Social Worker

Local 63734

[email protected]

Siri Kelpin

Occupational Therapist

250-339-1530

[email protected]

Georgina Stanhope

Physiotherapist

250-339-1530

[email protected]

Brian Ducedre

Pastoral Care

250-339-1531

[email protected]

Pat Allan

Manager, Volunteer Services

250-339-1548

[email protected]

Lisa Kachmar

Dietitian

250-339-1463

[email protected]

Lynette Acciaroli

Finance – Resident Billings

250-339-2242

[email protected]

Local 1434 Jeany Della Siega

Hairdresser for Residents

250-339-2242

[email protected]

Local 61228

To contact residents at the Views via Email: Email: [email protected] Enter the Resident’s name into the subject area WIFI Password: Comox123 To connect residents via Skype: Please contact the Activities Dept. at 250-339-1426 Skype Name: theviews1 Kindly note this is a public computer

3 PRIOR TO YOUR COMPLEX CARE ADMISSION You or your family are welcome to phone us at 339-1556 to arrange a tour of our unit before your admission. We encourage you to make an appointment with your family doctor prior to your admission to Complex Care to discuss your personal expectations and goals for yourself or your family member. If your family will be speaking for you, we ask that you decide who the delegated spokesperson will be. It is important to us that we have one person to call when we need your family’s help, knowing that the other close family members will be informed and included in necessary decision making. If you have any legal documents in that regard, such as Power of Attorney, “Committee”, or a Representation Agreement, we will want to be made aware of what your arrangements are. As part of your health plan, we ask you to think about what we call Degrees of Intervention. Degrees of Intervention help guide our caregiving if and when your health status changes. You may want to discuss your wishes when you meet with your family doctor. We will review your Degrees of Intervention at our Care Conferences annually. If you become ill, we will always discuss the options. You may change your Degrees at any time. As part of your personal and financial planning, we ask you to consider funeral arrangements. Again, if the unexpected happens, we can better support you and your family, and your family will not be under undue pressure to make decisions during difficult circumstances. FACILITY RATES Facility rates are set by the government. Usually there is a rate differential charged for private and semi-private rooms. The unit clerk and/or nurse can explain what these costs are. They will ask you the person or agency responsible for your financial affairs. Monthly statements will be issued from our hospital Finance Department. You can arrange to have payment made directly from your account to the hospital. Hospital and Government records remain confidential. Ambulance fees may apply when an ambulance is used for transfers to and from the Facility. Special Activity Fund On admission, you will be asked if you would like to contribute to the $10 Special Activity Fund. This is a monthly fee that is used to enhance the quality of life for all residents. The fee is used to purchase resources and supplies for the Activity Department. Examples of purchases include: decorations for special events, pet supplies, entertainment fees, internet service, pool rental, and equipment for the Snoezelen (Wellness Room), balloons for birthdays and much more. This fee will be added to the monthly statement. Please contact the Activity Department for more information regarding the Special Activity Fund.

4 ROOM TYPES The Views have rooms with 4 beds, rooms with 2 beds, and a limited number of single-bed rooms. The room you move into depends on availability and your particular care needs. In a room with 2 beds, compatibility with your roommate(s) will be a consideration. Due to limited availability (singlebed private rooms) you may not have a choice of accommodation; however your room preference will be honoured as rooms become available. As per Home and Community Care mandate, there is a 60-day wait before one can transfer to another facility. To make your room more comfortable and home-like, you may want to bring some personal belongings such as a favourite quilt, pictures, or plants from home. Some small room furnishings such as a safe, comfortable chair with armrests may be considered if there is enough space for you and others to move about safely in your room. While we encourage you to personalize your room, it’s necessary that your belongings do not limit movement throughout the room in a way that could create an unsafe situation. Please discuss the items you wish to bring with your care manager before you bring them in. Your room will be cleaned daily with waste removal and light dusting six days a week. It will be scheduled for a more thorough cleaning once a week that includes the bathroom and floor washing. If there are changes to your care needs, it is possible that you may have to be relocated to another room during your stay. If there is a need to relocate you, we will do our very best to minimize any disruption this may cause.

CARE TEAM Our staff work together to share information and ideas to provide a high standard of care to assist you to live as independently as possible. You and your family are an important part of the care team and we encourage you to participate in decisions about your care. We will assist with providing you with the information that will help you make those decisions. Clinical Director The Views has a designated Clinical Director who acts as the site manager for that centre. The Clinical Director oversees most of the administrative aspects of running the centre to ensure we meet our goals of providing excellent care, within available funding, for you, our residents. Clinical Coordinator There is a Clinical Coordinator for each unit. The Clinical Coordinator supervises the care team to ensure that your care follows best practice and policies. The Clinical Coordinator is happy to answer any questions or address any concerns you may have.

5 Nursing Services and Personal Care Services The Views employs a mix of nursing staff who work collaboratively to encourage and support you to manage your personal care as independently as possible. The Registered Nurse (RN) assesses plans and provides and evaluates the nursing care you receive. There is a Registered Nurse on site 24 hours a day/7 days a week. The Licensed Practical Nurse (LPN) works with the RN to provide the nursing care identified to meet your needs. The Resident Care Aides (RCA) help you with activities of daily living such as dressing, transferring to and from your bed or chair, bathing, grooming and meals. Please note that each resident has a primary nurse and a primary care aide. These healthcare workers, along with the support of the team, focus on your individual care and care plan, attending care conferences, and connecting you to services. Please ask if you are unsure of your primary. Care Planning On the unit, a nurse will greet you and help you settle in. The Clinical Coordinators, nurses and care aides will get to know you and your family more closely and help plan your long-range care. They also coordinate services with the rest of the interdisciplinary team members. You will be assigned a primary nurse and primary Resident Care Attendant. Day-to-day care as well as priorities for healthcare and activity decisions will be guided by your Individual Care Plan. We urge you and your family to speak to the primary nurse and care team about your needs and key wishes for life here at The Views. Throughout your stay here we want to remain focused on what is most important to you. Care Conferences We make every effort to schedule your care conference as close to your arrival as possible, however due to unforeseen circumstances it may take some time to book the first care conference. They are held annually to stay current with your wellness and wishes for life here. Of course if you have any concerns or questions before the care conference is scheduled, we encourage you to contact us, so a meeting with the healthcare team can be scheduled. Care conferences provide resident and family access to views care team, to talk about how things are going for the resident at the views, in consultation with the care team. We make every effort to advise residents and families as soon as possible in regards to dates of the conference, to ensure they are able to attend. Please feel free to have questions prepared, and take notes to be involved in follow-up. Family involvement is important and we encourage it. If you or your family cannot attend, you can still make a contribution in writing and this will be presented at the care conference. If you cannot attend, you can always book a meeting with the Clinical Coordinator to review and discuss the conference.

6 RESIDENTS AND STAFF Residents and families are very much encouraged to ask questions or give any feedback. Please feel free to approach staff who can point you in the right direction. There are also forms available at the Family Council notice board, on Eagleview (dining room) and Oceanview (by the hairdresser). We also like to hear what is going well so we can do more of that! Please note that if you have concerns that you feel are not addressed there is a process in place for you to have a voice through St. Joseph’s Hospital and Vancouver Island Health Authority patient care quality. This is posted at The Views. Interdisciplinary Team Our interdisciplinary team consists of nurses and care staff, pharmacists, dieticians, a chaplain, occupational therapists, physiotherapists, a social worker, and residents’ physicians. We also have a medical director Dr. Dan Wainberg; you will get to know the Team members during the first few weeks of your move to our facility. These services can be accessed through your nurse. Pharmacy The pharmacists receive information about your care from the other team members. Based on that data and their professional knowledge, they offer suggestions to the physicians regarding medications. A hospital pharmacist attends care conferences regularly to review each resident’s medication prescriptions. Dietary Your meals are coordinated by Food Services and the dietician who will meet with you and your family to discuss your food preferences and dietary requirements. Should you have any questions or concerns about your meals, the dietician is available to speak with you. Please leave a message with your nurse or contact the dietician directly. Beverages With the physician’s permission, alcoholic beverages may be provided by your family. Please leave all alcoholic beverages with your registered nurse for safe-keeping and dispensing.

LIFE AT THE VIEWS Barber and Hairdressing Service We have a hairdressing shop for both men and women on the unit. Appointments can be made with the hairdresser. Prices are posted at the hairdresser shop and charges will be added to your account.

7 Clothing and Personal Accessories We recommend that you bring enough washable and dryable clothing (including outdoor garments) to last seven days. Clothing should be comfortable and easy to put on and take off. Your personal laundry, with the exception of certain special care items, can be laundered by our in-house laundry service without charge. Your laundry will be done weekly. Please bring at least seven full-changes of clothing, plus footwear and outerwear. We provide labels for your clothing when you arrive. It’s important to have all clothing clearly identified as yours. Laundry is done in house and delivered back to your family member by Leslie, our housekeeper, upon cleaning. Information or advice regarding special clothing available for wheelchair use and special needs can be obtained from your primary nurse. All personal items such as dentures, hearing aids, and glasses need to be clearly marked prior to admission. This can be arranged through an optometrist or dental mechanic. Families are responsible for personal care items such as toothpaste, denture cream, deodorant, shampoo, etc. There is a shopping service for folks who are not able to get out. The Activities Dept. can help organize this. Communication A community notice board is located in the main entrance to Eagleview for unit notices and other items of interest to our community. There is also a Family Feedback notice board located in the dining area, beside the entrance to the kitchen. Newsletters and Activity calendars are posted there for your convenience. The Community Times, the Views’ newsletter, is mailed or emailed to you monthly with your billing statement. You are invited to contribute your opinions through letters or articles to The Community Times. The monthly Activity calendars set out the dates and times of programs provided and are placed at the nursing stations for your information. Residents and families are very much encouraged to ask questions or give any feedback. Please feel free to approach staff who can point you in the right direction. There are also forms available at the Family Council Notice Board, on Eagleview in the dining room and in Oceanview by the hairdresser.

8 These forms can be used for everything including: clothing concerns, health questions, food requests, physio, special events, etc. We also love to hear what is going well so we can do more of that. Please note that if you have concerns that you feel are not addressed, there is a process in place for you to have a voice though St. Joseph’s Hospital and Vancouver Island Health Authority patient care quality. These are posted at The Views. Sign-out sheets: Please sign the sign-out sheet if you take a resident out for lunch or a shopping trip. This will help us keep record of who is in the building. If a resident needs to be ready ahead of time for any special appointments, please let the front desk receptionist know and they will communicate this to the care aides. Computer Access Our e-mail address for residents is: [email protected]. We have volunteers who receive and distribute the letters. They can assist residents to read email and help with other computer services including SKYPE opportunities. We also have available webcam and internet service. Please contact our Activities Department at (250) 339-1426 if you are interested in any of our computer services.

Emergency Response Our building design is our best protection against both fire and earthquakes. Efficiency of staff response to emergencies is maintained by regular practice. In the event of a fire drill or actual fire, the instructions of the nurse must be followed by residents and visitors. Hand washing We strongly encourage family and visitors to use the waterless hand wash at the entrance to each unit upon arriving and upon leaving. This helps protect your loved ones, yourself, and staff from possible spread of infections.

9 Leaving / Returning The Views Please give the staff as much notice as possible when planning to be out over a meal-time or longer. This allows us to cancel meal services and order any medications that may need to go with you. In case of emergency, it is necessary for staff to know whether you are on the unit, so please inform us when you leave. There is a sign-out/sign-in sheet at each nursing station for this use. Elective appointments (dental, optometrist, etc.) should continue to be arranged by you, your family, or guardian. Please let staff know about your arrangements. Appointments or test procedures (such as lab tests and x-rays) that are requested by your physician or member of your care team will be arranged by staff. If you need assistance to attend your appointment, you are responsible to arrange that with a friend or family designate. Social Leave You have the opportunity to be away from The Views as needed. Because we will need to hold your room, you will be charged the normal accommodation rate while you are away. Please keep in mind that social leave cannot be used to extend a hospital leave. Mail, Flowers, and Balloons Any mail and flowers you receive will be delivered directly to your room. Outgoing mail may be left at the main reception at the front counter to be mailed. Stamps are available through our Activity Department. Please refrain from bringing in very fragrant flowers as they can also trigger an allergic reaction in residents or staff. Latex balloons pose a risk to individuals with latex allergies. Please do not bring latex balloons into The Views. Mylar and Helium balloons are acceptable products. Meals Meals are served in the dining rooms or at your bedside as preferred. You are welcome to bring foods from home. Please check with your nurse to avoid conflict with special diets or medications. Foods may be stored in the refrigerator on the nursing unit, but all food items must be labelled with your name and the date of storage, to avoid being discarded. Please note: for health reasons all food items in storage fridge are discarded after 3 days.

10 Guest meals are available for visitors who wish to purchase a meal and join you for lunch or dinner. You are welcome to “dine out” in the cafeteria when you wish to. Please tell a unit clerk or RN if you plan to eat in the cafeteria so that your tray may be cancelled for that meal. The cafeteria is open from 8:00 a.m. to 6:15 p.m. daily on weekdays, weekends 11:00 am to 2:15pm, and is closed on stat holidays. Vending machines are available 24 hours a day. Medications All prescribed medications are provided by the hospital without charge. Respite clients, however, are asked to bring their medications from home. Over-the-counter drugs must be approved by your physician and labelled by the hospital pharmacy. You continue to be responsible for their purchase. An influenza immunization program is offered free of charge each year. The pneumococcal (pneumonia) vaccine will be offered to you if you have not had it before admission. Your doctor or the Public Health Unit will have a record of whether you have received the vaccine. (Infection Prevention and Control Program Policy & Procedure – see attached) Pet Visiting Policy Family pets are welcome to visit individual residents. Wellbehaved vaccinated animals are welcome to visit their family members at The Views. Please ensure that your pet is kept on a short lead during your visit. Owners are responsible for controlling their pet. Please ensure proper hand washing for residents and visitors before and after handling animals. Do not have animals present during meal times or in kitchen areas at any time. For more information please refer to St. Joseph’s Hospital Pet Policy located in the Activity Office. Scent Policy We ask that those who live, work, and visit assist us in minimizing use of products that contain artificial scents. Some people are allergic to the chemicals contained in many scented products (perfume or other scented products) and others, with respiratory illnesses, find that many different scents causes breathing difficulties. Your assistance in ensuring that scented products are not worn to Complex Care or purchased as resident gifts is very much appreciated.

11 a. Smoking Municipal smoking bylaws require designated smoking areas for residents, visitors, and staff. Smoking for residents is permitted on the outside deck area on Eagleview only. Smoking is NOT permitted anywhere inside the building or your room. Safety concerns may require you to use smoking aprons and to store cigarettes and lighters at the nursing station. b. Telephones and Cellular Phones There is a phone in the Eagleview dining area for your use and also a public pay phone located on Oceanview. Private phones may be installed in your room and families are responsible for arranging this private service. Families are responsible for all phone bills. Cellular phone use is permitted at The Views. c. Transportation Services B.C. Transit Handy Dart services are available for individual outings at a small cost. They need 48 hours notice. Handy Dart phone number: (250) 339-5442. Transfer to Private Vehicles We value resident and staff safety as a high priority. Staff may only help if the transfer can be done SAFELY with one staff person. d. TV’s and Radios There are colour televisions in each lounge. You may have your own television or radio in your room. These must be inspected for electrical safety by our Engineering Department. Televisions in 2-bed or 4-bed wards must be fitted with head phones to avoid disturbing others. There is a monthly charge for the Cablevision service if you choose to use it. e. Wheelchairs Speciality chairs (wheelchairs, BRODA’s) are not provided by the Views. Personally owned wheelchairs and parts that detach for day- to-day use such as leg rests, headrests, and tables need to be labelled clearly. Repair or replacements of personal aides will be the responsibility of your family. You will be asked to sign a waiver to acknowledge this. f. Valuables While the Views make every effort to safeguard your belongings, we cannot take responsibility for your lost items. Furthermore, we do not provide safekeeping (storage) for valuables, such as

12 money and/or jewellery due to lack of storage space. Families are requested to take home clothing, equipment, suitcases and other items that are not being used. Please note that weapons of any kind are not allowed at the Views. This includes firearms, knives, swards, and other items. For safety reasons other sharps, knitting needles, scissors, ECT, may be stored for safe keeping, this in consideration for safety of our residents and staff. g. Visiting Visiting hours are any time throughout the day. When visiting we ask that you sign in at the reception desk and obtain a visitors pass, this pass is to be warn at all times during your visit. Please, remember to return it to reception before leaving. Visiting residents in a 4-bed ward is permitted. However; please, be aware at times you may be restricted due to resident care. SERVICES AT THE VIEWS a. Activities The Activity Department contributes to the overall facility goal of encouraging recognition of the Individual through the provision of meaningful programs. A calendar of events is provided monthly and families are welcome to participate. The Activity Program is offered seven days each week and includes a variety of social, physical, recreational, mental stimulation, intergenerational, spiritual and therapeutic activities. The Activity Department staff includes a team of Activity Aides, 2 PADS Pet Therapy Golden Labs (Bunny & Jay). Nicole our Music Therapist and Jay her golden lab come in regularly. There are many areas available for Resident and Family Members to utilize at The Views. These include: The PARC (Physical, Activation, Recreation Centre), Snoezelen Room (Wellness Room), Granny’s Den, Eagle’s Nest, Backyard Garden, Outdoor Decks and Computer Room. Please contact the Activity Department if you would like to reserve a space or require further information. b. Pastoral Care Services Pastoral care is one of the cornerstones upon which St. Joseph’s General Hospital was built. The Pastoral Care Department is non-denominational, serving all residents and family members. Many changes and questions occur in the lives of the residents as they live here at The Views. Our chaplain is available to provide spiritual presence and support during those times.

13 c. Occupational Therapy The Occupational Therapist provides ongoing assessment and assistance in enhancing the residents’ mobility and independence. If available, hospital owned equipment such as basic wheelchairs will be provided. Our Occupational Therapist will help you with seating needs and use of mobility aides. The therapist can provide you with information regarding special equipment that you may consider purchasing for increased comfort and/or mobility. Your wheelchairs, walkers, canes, braces, splints, etc. should be clearly labelled with your name. The cost and responsibility of organizing the maintenance and repair of your personal equipment will remain with you. d.

Physical Therapy The Physical Therapy program includes movement and exercise for groups as well as individual care for residents.

e.

Social Work Services The social work service is a helping profession which deals with psychosocial, emotional and practical issues that may arise due to illness, injury, or disability. The primary responsibility of social workers within longterm care is to advocate on behalf of residents and their families. Emphasis is on building upon existing strengths, enhancing adaptations, and identifying risks that interfere with optimal quality of life. Psychosocial and emotional issues encountered in long-term care include: transitioning from home to residential care, feelings such as grief and loss, challenges in family relationships, making difficult decisions, and investigating abusive situations. You or your loved one may wish to speak with a social worker if you are experiencing such issues. From a practical standpoint, social work can link people with community-based services and supports. Supports may be legal, financial, emotional or otherwise. Examples include: Home and Community Care, the Department of Veterans Affairs, the Ministry of Employment and Income Assistance, and the Public Guardian and Trustee. You or your loved one may also require information or assistance regarding future planning tools. Examples include: Committee ship, Representation Agreements, Powers of Attorney, and Advance Directives. You may also wish to seek legal advice. Please feel free to inquire about social work services at any point in time. The number to call is 250-890-3734. References: http://www.casw-acts.ca/en/social-work-long-term-care BCASW brochure, Social Work Services in Health Care Settings

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f.

Family Feedback Meetings

This group meets the first Thursday of every month between 2:30pm and 3:30 pm in the Edith McNish Boardroom, located in the 38 Wing just outside The Views. All family members are welcome. Please come out and meet the leadership team. This is an opportunity to ask questions and offer ideas to ensure the quality of your loved one’s stay at the Views. All meeting minutes will be distributed via e-mail to all family members. If you have any question please feel free to contact us at (250)339-1556.

PRIVATE COMMUNITY HEALTH SERVICES

a.

Dental Services You are encouraged to continue to see your community dentist. The cost of the service is the responsibility of the resident or family.

b.

Eye Care You may obtain eye care by booking appointments

c.

as you have done previously with the Optometrist of your choice.

Podiatry Services Care is provided by a podiatrist who visits periodically. Residents will be required to pay a fee which is billed to their account.

Independent Service Providers Residents and families who wish to hire an independent service provider (paid companion) may do so. The cost involved is the responsibility of the resident or family. These companions may help with social, leisure and some care activities. If you wish to involve a health care professional from the community, you will need to discuss this with your care manager. This will ensure your treatment is coordinated and focused on the same goals. Private companions must adhere to The Views’ policies and procedures.

15 VOLUNTEERS – THE VIEWS

Volunteers contribute to the lifestyle of our residents in many ways, including assistance with recreational and diversional activities. Volunteer groups and individuals provide a valued service and residents’ families and visitors are encouraged to participate. For further information about our Volunteer Program, contact the Volunteer Coordinator at (250) 3391548. Junior Volunteers (students age 14 to 18) also contribute their time and talents at The Views. Some of their duties include visiting, playing games, decorating and baking.

SUMMARY We hope this handbook has helped to answer the many questions that you and your family members may have about the services we provide at The Views. We believe your loved one will receive excellent care at The Views. No matter how well we do, however, nothing can replace your continued interest and participation. Visits, occasional outings, a trip home, a thoughtful gift, a photograph, and other signs of your continuing love mean more than we can ever do. You are a valued member of the Care Team and we want you to feel welcome to talk to our staff regarding any matters that concern you. Please help keep us informed and, likewise, we can help keep you informed.

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APPENDIX A VISION “Our vision is to become ever more able to serve the needs of the community with care, compassion and skill.” MISSION “St. Joseph’s General Hospital is a health care community that respects the sacredness of all aspects of life. Our hospital embodies the Christian principles of health care in the Catholic tradition. These principles of dignity of the individual and common good inspire our staff, physicians and volunteers to dedicate themselves to service and to the support of one another.” VALUES Stewardship and Creativity: We value and share a responsibility to respect, protect and care for all of creation and for ourselves. Respect for Human Life: We value human life as it is sacred and inviolable in all of its phases and in every situation. Subsidiary: We value decisions that do not use a greater power if a lesser power will suffice. Human Dignity: We value each person as a unique individual with a right to be respected and accepted. Excellence: We value quality in care, work life, education and research. Compassion: We value a quality of presence and caring that accepts people as they are and fosters healing and wholeness. Social Responsibility: We value integrity and the promotion of the just use of resources entrusted to us for the enhancement of human life. Community of service: We value a work climate of mutual trust and harmony to enable healing, collaboration and the fulfillment of human potential. Recognition of Achievement: We value our colleagues, our work and our accomplishments and take pride in bringing our rich tradition of hope and healing to every person in our care

17 APPENDIX B ST. JOSEPH’S GENERAL HOSPITAL COMPLEX CARE UNIT RESIDENT BILL OF RIGHTS Residents have a right to:  Be respected and accepted, and have their individuality recognized.  Feel supported emotionally and spiritually with words, body language and touch.  Be heard and to be understood, and to unburden their hearts and worries to others.  Feel safe, secure and protected.  Receive gentle care; knowing that they will be touched, treated, and cared for respectfully, with their dignity preserved.  Have privacy and be cared for by caregivers of the gender of their choice when possible.  Remain active and socially engaged, by having opportunities to participate in meaningful activities.  Participate in decisions that affect their care and know that family involvement is welcome.  Know that their families are invited to participate in daily activities of the facility, and that private time with family will be respected.  Surround themselves with personal items to foster a home-like environment, and be assured that those "special things" will be handled with care and respect.  Know that their pain and suffering will be treated compassionately.  Be cared for by qualified, competent health care professionals. Note: Patients’ Bill of Rights, to provide more standardized protections and benefits for persons in care who live in Private Hospitals and Extended Care facilities regulated by the Hospital Act rather than the Community Care and Assisted Living Act. The present regulation is limited to specifying the manner and form in which the Bill of Rights must be posted. Additional protections will bring regulatory requirements into greater consistency with protections provided by the Residential Care Regulation (Community Care and Assisted Living Act) in the following areas:      

Advice on admission: an operator must advise persons who are being admitted of all fees, charges, and policies, and provide an avenue to the file concerns or complaints; Harmful actions not permitted: persons in care must not be subject to any abuse or neglect, including deprivation of nourishment; Privacy: an operator must respect personal privacy and belongings; Access to persons in care: persons in care have the right to receive visitors and to communicate with them privately; Dispute resolution: persons in care must be provided with a fair and effective process to express concerns or complaints and to ensure a prompt response; Care Plans: an individualized plan of care must be developed and monitored on a regular basis.

(Province of British Columbia Order of the Lieutenant Governor in Council No. 557 Approved and Ordered July 18, 2012 – see attached)